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.
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 client satisfaction||Client Satisfaction Survey||70%|
|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%|
|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%|
|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%|
|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.