A service standard is a public commitment to a measurable level of performance clients can expect under normal circumstances (which means 80% of the time).
All of our funding programs have a service standard for issuing payment. Those that are applicant-based also have a service standard for acknowledging receipt of applications. Some may have additional service standards. When this is the case, we inform applicants and/or recipients using the program website or applicant’s guide.
For more information on our commitment to providing excellent service, see our Service Charter.
Acknowledging receipt of an application
Our goal is to acknowledge that we have received your application within 10 business days. We’ll send this acknowledgement the same way you sent us your application (for example, by mail or email). This service standard applies to all applicant-based funding programs.
Our goal is to issue payments within 20 business days of letting you know that you meet the requirements outlined in a funding agreement. This service standard applies to all funding programs.
If we are not able to meet the 20-day standard, we’ll inform you about the delay.
Grant and contribution service standard report cards
For more information on our service standard performance as it relates to grant and contribution programs, or to make a complaint, contact the Centre of Expertise on Transfer Payments.
Centre of Expertise on Transfer Payments
Place de Ville Tower C, AHECA
Ottawa, ON K1A 0N5