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 1

Commitment
(calendar days)

Results

2017-2018

2018-2019

Acknowledgement of receipt online

2 days

Automated answer

Automated answer

Acknowledgement of receipt:
funding application

5 days

N/A 2

3

Acknowledgement of receipt:
funding application requesting additional information

10 days

N/A 2

4

Funding application decision

From 35 to 65 days 3

47

49

Processing of a claim

Under 25 days

15

15

Average processing time CFP

Processing of a claim

Under 25 days

9

9

1 2017-2018 Results are for QEDP only: REGI was launched in 2018.

2 The statistical function for the sending of an acknowledgement of receipt was automated in 2018.

3 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, or the Office for Client Satisfaction. You can also complete the online satisfaction survey.

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