Complaints and Appeals Office (CAO) Service Standards

Service standards are an important element of service management excellence. They help clarify expectations for clients and employees, enable performance management, and support client satisfaction.  Measuring these services to ensure the timely delivery of programs is an important element of the CAO's service management commitment.

The CAO has a service standard for the acknowledgement of receipt of all complaints, comments and compliments:

This table shows the service standard for the acknowledgement of receipt of all complaints, comments and compliments
Service Service Standard
Receipt of complaints, compliments, or comments 2 business days

The CAO also has service standards regarding the amount of time needed to review a complaint. The time periods shown in the table below begin from the date that the CAO determines that a complaint review request is complete, and all supporting documentation has been received by the CAO.

This table shows service standards regarding the amount of time needed to review a complaint
Complaint Type Service Standard
Regulatory (non-complex) 30 business days
Service 30 business days
Regulatory (complex)* Based on the level of complexity. Complainants will be notified within 5 business days following the opening call if the 30 day standard is expected to be exceeded.
  • Regulatory complaints are complaints that involve a CFIA regulatory requirement or policy.  Regulatory complaints may be considered complex based on a number of factors, for example if the complaint involves another stakeholder or Department, or there has been an ongoing and extensive history of engagement with the CFIA linked to the complaint.
  • Service Complaints include: Delay, Behaviour/Attitude of Staff, Error, or Lack of Service Orientation (including the provision of information).

The CAO aims to meet these standards 90% of the time.

The CAO is continually modernizing and streamlining its processes to allow for efficient, accessible, and timely services. The CAO service standards will be reviewed annually and will be adjusted as required.

The CAO will report on results of meeting the performance targets once per year. This information will be shared with stakeholders in the CAO Annual Report and posted on the CAO website.

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