Service Standards at Agriculture and Agri-Food Canada

Service standards publicly state the level of performance that citizens can reasonably expect to encounter from Agriculture and Agri-Food Canada (AAFC) under normal circumstances. AAFC is committed to developing, monitoring and reporting on service standards in areas of importance to its clients and benefit recipients.

Taking into consideration historical performance and the expectations of our service users, AAFC sets standards that are intended to be challenging, attainable with effort, affordable, and meaningful to service users.

We publish external service standards to highlight our commitment to transparent management, accountability for results, and citizen-centred service delivery.

Under normal circumstances:

• Our goal is to respond to general inquiries made to our toll-free phone number within 1 business day.

• Our goal is to respond to general inquiries made to our program email address within 2 business days.

• Our goal is to acknowledge receipt of your application within 2 business days.

• Our goal is to assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package.

• Our goal is to send you a draft proposed agreement for review within 30 business days of issuing an approval notification letter.

• Our goal is to send you a payment within 30 business days of receipt of a duly completed and documented claim. Only applicable if an agreement is signed.