A “remission” is the reimbursement of part of a fee paid for a service when the department has not met its established standard for providing that service.
In line with the Service Fees Act and Treasury Board policies, Transport Canada:
- creates a service standard for all services with fees, and
- compares our performance to the standard on a monthly basis to make sure we are meeting our targets.
When we don’t meet our service standards, we may pay you a remission.
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Remissions will be assessed for services requested on or after April 1, 2021. We will apply the remission policy to all material fees based on the criteria in the Low-materiality Fees Regulations. When we miss a service standard by more than 25%, we will provide a partial refund.
A refund of 25% of the fee paid will be calculated and issued for qualifying remissions.
We will calculate remissions every month and if we owe you a remission, we will issue it in the following month. We will process the remission amounts automatically; you do not have to make a request.
The method that we use to pay you the remission will depend on the method that you used to pay for the fee. See the table below for more details.
|Method used to pay fee||How we will issue remission and inform you|
|Invoice||A credit will be applied to your account and will be shown on your monthly statement.|
|Online payment – Credit Card Payment||A refund will be put back on your credit card and we will email you with details. If the credit card you used to pay a fee is no longer valid, we will be unable to repay you using this method. We will mail you a cheque and a notice to the address on the original receipt.|
|Online payment – Debit Card Payment||We will mail you a cheque and a notice to the address on the original receipt.|
|Phone payment by credit card||We will mail you a cheque and a notice to the address on the original receipt.|
|Point of sale||We will mail you a cheque and a notice to the address on the original receipt.|
|Cheque||We will mail you a cheque and a notice to the address on the original receipt.|
Exceptions to applying remission
The remission policy does not apply to:
- Service standards missed by 25% or less
- Fees based on availability of a Transport Canada asset or facility. In these cases, you only pay fees when you use or access the asset/facility. Examples include:
- airport landing services
- port services
- Fee adjustments to correct a mistake
- Services that are delayed because of your actions as a service recipient. For example, if service is delayed because you needed to provide additional information, we will adjust our performance results to factor in the delay. If, once your actions are taken into account, we still do not meet the service standard, we will apply a remission
- Service delays beyond our control. If this happens, we will not include the unforeseen delay when calculating the time it took to deliver the service. Examples include:
- major weather events
- complex travel to reach the location where the service is delivered