Service standards and results
Service standards
We are committed to providing quality service:- Professional, courteous service
We will serve you in a courteous and professional manner. - Customized service
Our advisors will listen to the specifics of your project and make sure that your needs are properly met. - Accessible and responsive service
We will serve you in the official language of your choice.
Our goal is to minimize the time it takes to respond to your request for information or advice.
We will contact you within two business days after receiving your call or email related to an information request. If the request involves extensive research, we will inform you of the required processing time.
- Timely processing of financial assistance applications
Our goal is to minimize the time it takes to process financial assistance applications and claim payments. - Confidential service
Your file will be handled in a confidential manner.
Our results
We will evaluate our performance and we are committed to presenting the results obtained for all our programs. Our results are:
Results: Financial assistance programs
|
Average processing time QEDP and REGI |
Commitment |
Results |
|
|
2019-2020 |
2020-2021 |
||
|
Acknowledgement of receipt online |
2 days |
Automated answer |
Automated answer |
|
Acknowledgement of receipt: |
5 days |
3 days |
1 day |
|
Acknowledgement of receipt: |
10 days |
4 days |
4 days |
|
Funding application decision |
From 35 to 65 days 1 |
56 days |
59 days |
|
Processing of a claim |
Under 25 days |
15 days |
12 days |
|
Average processing time CFP |
|||
|
Processing of a claim |
Under 25 days |
9 days |
14 days |
1 Incomplete application: missing information can be submitted within a period of up to 45 days, failing which the file will be closed.
Meeting your needs
If you have reason to believe that we have failed to meet our commitment to provide quality service, please contact the business office that serves your administrative region. You can also complete the online satisfaction survey.