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Service Excellence at OMAFRA
Business Service Standards: Agriculture, Food and Rural Affairs
Table of Contents
- Agricultural Information Contact Centre (AICC)
- Animal Health and Welfare
- Broadband Programs
- Building Canada Fund
- Business Development
- Business Management, Crops, Livestock
- Canada Ontario Municipal Rural Infrastructure Fund
- Canada Strategic Investment Fund
- Drainage Grants
- Drainage Tile Loan Program
- Ethanol Program
- Farm Finance
- Farm Implement Registration
- Food Inspection - General
- Food Inspection - Licences
- Food Inspection - Safety Audit
- Food Safety - Compliance and Enforcement Programs
- Food Safety and Traceability Initiative
- Infrastructure Stimulus Fund
- Nutrient Management (Certification and Licencing)
- Nutrient Management (Strategies and Plans)
- Ontario Market Investment Fund
- Ontario Small Water Assistance Program
- Rural Economic Development Program
- Rural Summer Jobs Service
- Qualified, knowledgeable and courteous staff will be available
to answer your questions Mondays to Fridays between 8am and 5pm,
unless otherwise posted or communicated.
- If staff is unavailable, an alternate contact will be identified
or voicemail will be used.
- Information on programs and services is available online 24/7.
Permits and Licences
- We will acknowledge the receipt of any new licence application
within 5 business days.
- Regulated deadstock facilities, livestock auction markets, animal
research and supply facilities, municipal pound facilities and
livestock medicine outlets and facilities regulated under the
Beef Cattle Marketing Act will receive a written report outlining
the inspection findings within 30 business days, 90% of the time.
- If this target cannot be met, clients will be notified about
when they may expect to receive a report within 30 business days.
- Deadstock facilities, livestock auction markets, livestock dealers,
animal supply facilities and livestock medicine outlets submitting
a fully completed new licence application will be mailed the licence,
if approved, within 30 business days of receipt.
- Unsuccessful licence applicants will be notified within 30 business
days of receipt.
- In the event that we cannot meet this target, we will notify
our clients as to when they may expect to receive their new licence
within 30 business days.
Approvals and Decisions
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 30 days of receiving the claims
and all necessary information, 80% of the time for the Broadband
Programs.
- We will follow-up on client inquiries, by phone, mail and email
within 2 business days, 90% of the time.
Approvals and Decisions
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 30 days of receiving the claims
and all necessary information, 80% of the time for the Building
Canada Fund.
- We will follow-up on client inquiries, by phone, mail and email
within 2 business days, 90% of the time.
- We will communicate relevant, current and useful business information
to Ontario-based core clients on a quarterly basis.
- Qualified and courteous staff will provide an initial response
to email and phone inquiries within 1 business day 80% of the
time.
- If staff is unavailable, an alternate contact will be provided
or voicemail will be used.
- We will provide agricultural business/technical information
in the form of publications, fact sheets, and web postings that
are accurate, relevant, timely, and reviewed as appropriate.
Approvals and Decisions
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 45 days of receiving the claims
and all necessary information, 80% of the time for the Canada
Ontario Municipal Rural Infrastructure Fund.
- We will follow-up on client inquiries, by phone, mail and email
within 2 business days, 90% of the time.
Approvals and Decisions
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 30 days of receiving the claims
and all necessary information, 80% of the time for the Canada
Strategic Investment Fund.
- We will follow-up on client inquiries, by phone, mail and email
within 2 business days, 90% of the time.
Approvals and Decisions
- Upon submission of a complete application, you will receive
acknowledgement of the receipt of your application, confirmation
that your application is complete and communication of the decision
by the end of fiscal.
- 75% of all grant applications for the Agriculture Drainage Infrastructure
Program received in a fiscal year (before the grant deadline)
will be processed by the end of that fiscal year.
- Feedback can be provided at: OMAFRA website or through the Drainage
Coordinator.
Approvals and Decisions
- Upon submission of a complete application, you will receive
acknowledgement of the receipt of your application, confirmation
that your application is complete and communication of the decision
within 20 business days.
- 75% of the tile loan program applications received will be processed
within 20 business days.
- Feedback can be provided at: OMAFRA website or through the Drainage
Coordinator.
Approvals and Decisions
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 45 days of receiving the claims
and all necessary information, 80% of the time for the Ethanol
Program.
- We will follow-up on client inquiries, by phone, mail and email
within 2 business days, 90% of the time.
- We will send an application package to all new farm property
owners identified by the Municipal Assessment Corporation and
to existing property owners (upon request), or those who identify
that there is a change of circumstances related to potential property
eligibility, within 30 business days.
- We will annually report 100% of the currently eligible properties
to the Municipal Property Assessment Corporation prior to the
cut-off date set for assessment roll closure (MPAC sets the date).
Permits and Licences
- Upon submission of an application, you will receive acknowledgement
of the receipt of your application and notification of whether
your application is complete within 10 business days.
- 75% of application packages will be sent within 10 business
days of receiving a request.
- 75% of registration certificates will be issued within 45 business
days of receiving your complete application.
- In addition, 75% of the registration renewal packages will be
mailed to the client at least 30 business days before the registration
expiry date.
- An overall satisfaction rate of 80% will be achieved at all
training sessions for external clients.
- Non-compliance reporting protocol will be followed 85% of the
time.
- The Food Safety Decision Support Service (FSDSS) Help Desk phone
will be answered 80% of the time in person and calls will be returned
in 30 minutes or less 80% of the time.
Permits and Licences
- Upon submission of a complete application, you will receive
acknowledgement of the receipt of your application and confirmation
that your application is complete within 1 business day.
- We will review your application and communicate the results
by April 1st.
- Meat plant licences that are submitted complete and on time,
which are approved by the director, will be issued on or before
April 1st each year.
- 80% of licence renewal packages will be fully completed and
processed by January 31st of each year.
- Our service commitment is 95% achievement for issuing of licences
for all renewals by the 2011/2012 renewal process.
- If processing exceeds the stated service standards, we will
contact you with our anticipated decision date by February 28th.
- Inspection staff will meet with plant operators to discuss the
result of the safety audit, including deficiencies, corrective
action and timelines within 20 business days of the audit 80%
of the time.
- Dairy Food Safety Program will test 98% of goat milk producers
for the monthly regulatory tests.
Approvals and Decisions
- Upon receiving information where a "Notice of an Opportunity
for a Hearing" document is required, the notice shall be
prepared and issued within 2 business days.
- 80% of the time, upon receiving a request for a hearing, a "Notice
of Hearing" document will be issued within 5 business days.
- 80% of the time, a hearing will be held within 15 business days
of the request.
- In the event of a delay, the parties will be notified.
- If available, oral decisions by the deputy director will be
made available prior to the close of compliance and enforcement
hearings.
- 95% of the time, a written confirmation of the oral decision
will be provided to the respective parties within 1 business day.
In the event of a delay, the parties will be notified.
- 80% of the time, in cases where volumes of evidence are presented,
the deputy director may reserve his/her decision and, after consultation
and deliberation, issue the decision in writing to the respective
parties within 21 business days. In the event of a delay, parties
will be notified.
- The written decision will be posted online within 2 business
days of receipt, and will be removed after 30 days.
- Public notification through news bulletins regarding enforcement
outcomes will be provided in a timely manner. 80% of the time,
an approved news bulletin will be made available within 10 business
days of the final court outcome.
- Feedback can be provided at OMAFRA
website or Agricultural Information Contact Centre at 1-877-424-1300.
Approvals and Decisions
- We will acknowledge the receipt of applications for the Food
Safety and Traceability Initiative within 2 business days.
- Complete applications will be reviewed and processed for decision
within 45 days of receiving all required information, 90% of the
time for the Food Safety and Traceability Initiative.
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 30 days of receiving the claims
and all necessary information, 80% of the time for the Food Safety
and Traceability Initiative.
- We will follow-up on client inquiries, by phone, mail and e-mail
within 2 business days, 90% of the time.
Approvals and Decisions
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 30 days of receiving the claims
and all necessary information, 80% of the time for the Infrastructure
Stimulus Fund.
- We will follow-up on client inquiries, by phone, mail and e-mail
within 2 business days, 90% of the time.
- Note: This program will end on October 31, 2011
Permits and Licences
- After successfully completing all requirements, you will receive
acknowledgement of the receipt of your application, confirmation
that your application is complete and you will receive your certificate,
licence or denial within 10 business days, 90 % of the time.
- We will provide feedback to all successful and unsuccessful
applicants within 10 business days.
- If processing exceeds the stated service standard, we will contact
you with our anticipated decision date within 10 business days
of receiving your complete application.
Approvals and Decisions
- Upon submission of a complete application, you will receive
acknowledgement of the receipt of your application, confirmation
that your application is complete and communication of the decision
within 50 business days.
- For 80% of the applications received, the applicant will be
notified of the approval decision within 50 business days.
- We will provide feedback to all successful and unsuccessful
applicants within 50 business days.
Approvals and Decisions
- We will acknowledge the receipt of applications for the Ontario
Market Investment Fund within 2 business days.
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 30 days of receiving the claims
and all necessary information, 80% of the time for the Ontario
Market Investment Fund.
- We will follow-up on client inquiries, by phone, mail and email
within 2 business days, 90% of the time.
Approvals and Decisions
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 30 days of receiving the claims
and all necessary information, 80% of the time for the Ontario
Small Water Assistance Program.
- We will follow-up on client inquiries, by phone, mail and email
within 2 business days, 90% of the time.
Approvals and Decisions
- We will acknowledge the receipt of program applications for
the Rural Economic Development Program within 2 business days.
- Complete applications will be reviewed and processed for decision
within 45 days of receiving all required information, 90% of the
time for the Rural Economic Development program.
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 30 days of receiving the claims
and all necessary information, 80% of the time for the Rural Economic
Development Program.
- We will follow-up on client inquiries, by phone, mail and e-mail
within 2 business days, 90% of the time.
Approvals and Decisions
- Complete applications will be reviewed and processed for decision
within 45 days of receiving all required information, 90% of the
time.
- Funding decisions regarding an application will be communicated,
accompanied by a written response regarding the decision.
- Payments will be processed within 45 days of receiving the claims
and all necessary information, 80% of the time for the Rural Summer
Jobs Service.
- We will follow-up on client inquiries, by phone, mail and e-mail
within 2 business days, 90% of the time.
For more information:
Toll Free: 1-877-424-1300
Local: (519) 826-4047
E-mail: ag.info.omafra@ontario.ca
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