Service standards of the Agency
The Agency has set in place high service standards to ensure that it provides efficient and transparent service.
Our commitment
These standards state the level of performance you can expect from the Agency under normal circumstances. The Agency reports its results annually in its Departmental Results Report.
As a quasi-judicial tribunal and economic regulator, we apply rules of natural justice and afford a fair opportunity for clients and stakeholders to be heard. In certain situations, such as when more time is requested to submit information to the Agency, this can affect our ability to meet our service standards. For example, resolving a complex dispute may require many rounds of submitting and responding to complex pleadings (i.e., parties’ respective claims, responses, replies and evidence) from multiple parties, which may lead to longer required timelines.
The times shown in the tables below for dispute resolution and regulatory services begin from the date we determine that an application is complete. Please note that all of our service standards are calculated in business days (unless specifically indicated).
Overall performance
| Services | Standard | Target |
|---|---|---|
| Overall client satisfaction | Client Satisfaction Survey | 70% |
Dispute resolution
| Services | Standard | Target |
|---|---|---|
| Air travel complaints facilitated | 20 days | 80% |
| Rail and accessibility disputes facilitated | 20 days | 80% |
| Disputes mediated | 20 days or within extension requested by the parties | 100% |
| Disputes adjudicated (except coasting trade) | 85 days | 80% |
| Adjudication of disputed coasting trade applications | 65 days after the close of the pleadings | 80% |
| Undisputed coasting trade applications processed | Oil tankers 14 days; all other applications 24 days | 90% |
| Rail level of service arbitrations | 65 calendar days | 100% |
| Adjudication of objections to level of service arbitrations | 35 calendar days | 80% |
| Final offer arbitrations | 60 calendar days | 100% |
Regulation
| Services | Standard | Target |
|---|---|---|
| Air licences issued | 7 days after receiving a complete application | 85% |
| International code-sharing and wet lease authorities issued | 15 days | 85% |
| Rail determinations issued | 85 days | 95% |
Communications
| Services | Standard | Target |
|---|---|---|
| Client inquiries answered | 5 days | 85% |
| 1-888 telephone calls answered (between 8 a.m. and 8 p.m. Eastern Time, Monday to Friday) | 18 seconds | 85% |
| Information about our programs and services available on our website | 24 hours per day / 7 days per week | 95% |
Your co-operation counts
Achieving these service standards is a shared responsibility. You can help us provide you with the best possible service by submitting complete applications and by responding to questions in a timely fashion.
We welcome your feedback
We encourage you to share your views on our service. We welcome all comments and suggestions on what we have done well and how we might improve.
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