Service standards of the Agency

The Agency has set in place high service standards to ensure that it provides efficient and transparent service. Each year, we publish our performance results against these standards in our Annual Report.

Our commitment

These standards state the level of performance you can expect from the Agency under normal circumstances.

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

ServicesStandardTarget
Overall client satisfaction Client Satisfaction Survey 70%

Dispute resolution

ServicesStandardTarget
Air travel complaints facilitated 65 days 80%
Rail and accessibility disputes facilitated 20 days 80%
Disputes mediated 20 days or within extension requested by the parties 100%
Complex disputes adjudicated 65 days after pleadings are closed 80%
All other disputes adjudicated (except coasting trade) 85 days On average
Adjudication of disputed coasting trade applications 65 days 80%
Undisputed coasting trade applications processed Prior to start date of vessel performing services 95%
Rail level of service arbitrations 45 calendar days up to 65 calendar days 100%
Adjudication of objections to level of service arbitrations 35 calendar days 100%
Final offer arbitrations 60 calendar days 100%

Regulation

ServicesStandardTarget
Air licences issued 7 days after receiving a complete application 85%
Charter permits and amendments issued after receipt of application 4 days 85%
International code-sharing and wet lease authorities issued 15 days 85%
Rail determinations issued 85 days 95%

Compliance

ServicesStandardTarget
Air carriers and facility operators comply with regulatory requirements ("compliance determinations") 70 days (from inspection date) 85%
Licensees/facility operators who have been found in contravention with regulatory requirements and are brought into compliance following a periodic inspection remain compliant n/a 85%
Level of compliance with targeted accessibility provisions in regulations n/a 85%
Level of compliance with targeted accessibility provisions in voluntary codes of practice n/a 75%

Communications

ServicesStandardTarget
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%
Time to publish formal decisions on our website 1 day 100%

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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