Agriculture and Agri-Food Canada’s commitment to serve you better
Agriculture and Agri-Food Canada (AAFC) is committed to developing and delivering client focussed, results-based programs and services. The department provides high-quality services because agriculture is so important to Canada’s economy, communities, environment and health.
AAFC publishes service standards to highlight its commitment to transparent management, accountability for results, and citizen-centered service delivery. The department strives to ensure that published information is transparent, meaningful and relevant to clients.
Service standards are a statement of the level of performance that Canadians can expect from AAFC. These service standards include turnaround times for general inquiries received via telephone and email, notifications of funding decisions, processing recipient claims, and providing sector analysis reports. AAFC is committed to achieving its posted target for each service standard under normal circumstances. AAFC’s 30 programs and 12 services have their service standards published on each program web page. Performance data are collected quarterly throughout the fiscal year and reported publicly, along with the Service Standards Annual Report, on the AAFC's service standards page.
Continuous improvement
AAFC met or exceeded targets for 98 out of 114 service standards (86%) which is an increase of three percentage points from last year. AAFC remains dedicated to continuously strengthening its service delivery through regular reviews to ensure the service standards remain meaningful and relevant to clients.
Inline with Treasury Board Secretariat Policy on Service and Digital, AAFC is committed to providing tools and systems to advance a digitally-enabled government that delivers client-driven, inclusive, and accessible programs and services. To advance digital delivery and process automation for client services in 2024-2025, the Grants and Contributions Digital Platform added six programs expanding clients ability to self serve through the My AAFC account portal. The department also implemented the use of a generative artificial intelligence (AI) chatbot on the AgPal website to respond to questions from the public.
With the changing program and service delivery environment, service standards are regularly reviewed and modified to manage client expectations and to report on results. AAFC explores opportunities to improve the timeliness, effectiveness and efficiency of programs and services by gathering client feedback to inform changes to service standard targets ensuring they remain ambitious yet realistic and relevant to client needs. In 2024-2025, a payment processing unit was created, to centralize claims processing and streamline operations, with the expectation of improving service standard outcomes, as issues in processing claims efficiently and in a timely manner were previously identified.
Your feedback
Please share your comments, suggestions or complaints to AAFC’s Service and Program Excellence Directorate through their Voice of the Client (VOC) email at:
aafc.voc-vdc.aac@agr.gc.ca
Service and Program Excellence Directorate
Agriculture and Agri-Food Canada
1341 Baseline Road, Tower 7, Floor 7, Room 150
Ottawa, Ontario, K1A 0C6
Access to Information and Privacy
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Response is provided within 30 days following receipt of request. | 100 | 96 |
Advance Payment Program
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by phone before the end of the next business day | 80 | 95 |
Respond to general inquiries made by email before the end of the next business day | 80 | 85 |
Send an agreement to the approved applicants for review and signature within 8 weeks following receipt of a duly completed application | 80 | 72 |
African Swine Fever Industry Preparedness Program: Prevention and Preparedness Stream
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Assess your application and send you an approval or a rejection notification letter typically within 100 business days of the application being deemed complete | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 100 |
African Swine Fever Industry Preparedness Program: Welfare Slaughter and Disposal Stream
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 100 |
AgriAssurance Program: National Industry Association Component
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 78 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 93 |
AgriAssurance Program: Small and Medium-sized Enterprise
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Send you an approval or a rejection notification letter within 75 business days of receiving a fully complete applicant package | 80 | 95 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 94 |
AgriCommunication
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | No data available |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | No data available |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 100 |
AgriCompetitiveness
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 93 |
Agricultural Clean Technology Program: Adoption Stream
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | No data available |
Assess an application and send an approval or a rejection notification letter within 100 business days of receiving a complete application package | 80 | 63 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 78 |
Agricultural Clean Technology Program: Research and Innovation Stream
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 92 |
Assess an application and send an approval or a rejection notification letter within 100 business days of receiving a complete application package | 80 | 78 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 65 |
Agricultural Climate Solutions Program
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 78 |
Assess the application and send an approval or a rejection notification letter within 70 business days of the close of the application process | 80 | 100 |
Send payments within 30 business days of receipt of a duly completed and documented claim; this is applicable only if an agreement is signed | 80 | 46 |
AgriDiversity
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 88 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 94 |
AgriInnovate
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 96 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 68 |
AgriInvest
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Percentage of applications processed to issuance of the deposit notice in 45 days or less | 90 | 99 |
AgriMarketing: National Industry Association
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 95 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 87 |
AgriScience: Projects
Service standard | Target (%) | Results for annual report 2023–2024 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 90 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 60 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 33 |
AgriStability
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Percentage of applications processed to the issuance of a Calculation of Program Benefits statement in 75 days or less | 75 | 87 |
Canada Brand
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 95 |
Acknowledge receipt of your application within 1 business day | 80 | 100 |
Send you a final approval or rejection notification within 10 business days following receipt of a fully documented application | 80 | 94 |
Canada Pavilion Program
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Acknowledge receipt of your application within 1 business day | 80 | 100 |
Send a final approval or rejection notification within 48 hours of receiving the fully documented application | 80 | 100 |
Canadian Agricultural Loans Act Program
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by phone before the end of the next business day | 80 | 87 |
Respond to general inquiries made by email before the end of the next business day | 80 | 86 |
Register loans received from lenders within fifteen (15) business days | 80 | 100 |
Canadian Agricultural Strategic Priorities Program
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Assess your application and send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 44 |
Canadian Soil Information System
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Provide an estimated delivery date for information products within 3 business days | 80 | 100 |
Contact Centre
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Answer calls received within 60 seconds | 90 | 92 |
Domestic Statistics and Market Information – Horticulture
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Reports: Daily update frequency | 80 | 94 |
Reports: Weekly update frequency | 80 | 92 |
Reports: Monthly update frequency | 80 | 100 |
Reports: Annual update frequency | 80 | 100 |
Domestic Statistics and Market Information – Poultry and Egg
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Reports: Weekly update frequency | 80 | 97 |
Reports: Monthly update frequency | 80 | 95 |
Reports: Annual update frequency | 80 | 89 |
Domestic Statistics and Market Information – Red Meat and Livestock
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Reports: Weekly update frequency | 80 | 92 |
Reports: Monthly update frequency | 80 | 100 |
Reports: Annual update frequency | 80 | 91 |
Farm Debt Mediation Service
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by phone before the end of the next business day | 80 | 100 |
Respond to general inquiries made by email before the end of the next business day | 80 | 98 |
Notify you if your application has been accepted or not by the end of the next business day | 80 | 97 |
Have all necessary documentation sent to creditors and producers 7 business days prior to the mediation meeting | 80 | 86 |
Schedule the first meeting within 70 calendar days after acceptance of your application | 80 | 81 |
Food Waste Reduction Challenge
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | No data available |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 60 business days of receipt of a duly completed and documented claim | 80 | 100 |
Geospatial Products
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Provide an estimated delivery date for information products within 3 business days | 80 | 100 |
Global Analysis
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by phone before the end of the next business day | 80 | 100 |
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Provide an estimated delivery date for information products within 3 business days | 80 | 100 |
Local Food Infrastructure Fund
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 97 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 98 |
Market Access Services
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Single Window requests will receive an acknowledgement on the same or next business day | 80 | 99 |
Response to your inquiry will follow within 5 business days | 80 | 94 |
Market Development Program for Turkey and Chicken
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 100 |
National Agro Climate Information Services (Drought Watch)
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries before the end of the next business day | 80 | 96 |
Provide an estimated delivery date for information products within 3 business days | 80 | 94 |
Office of Intellectual Property and Commercialization
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by phone before the end of the next business day | 80 | No data available |
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Issue a draft Collaborative Research and Development Agreement for review 20 business days following receipt of all required documentation (work plan, budget, Science Director recommendation, completed risk assessment). | 80 | 100 |
Respond to a client's enquiry regarding posted licensing opportunities within 5 business days | 80 | 100 |
Notify successful proponents 20 business days after the close of the RFP. (reported annually in Q4) | 80 | 100 |
Poultry and Egg On-Farm Investment Program
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 79 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 45 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 100 |
Price Pooling Program
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by phone before the end of the next business day | 80 | No data available |
Respond to general inquiries made by email before the end of the next business day | 80 | 100 |
Send an agreement to the approved applicants for review and signature within 8 weeks following receipt of a duly completed application | 80 | 50 |
Saint-Hyacinthe Research and Development Centre
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by phone before the end of the next business day | 80 | 100 |
Respond to general inquiries made by email before the end of the next business day | 80 | 93 |
Acknowledge receipt of application within 1 business day | 80 | 100 |
Assess your application and send you an approval or a rejrection decision notification within 10 business days | 80 | 100 |
School Food Infrasructure Fund
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 82 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 100 |
Supply Management Processing Investment Fund
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 87 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 83 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 71 |
Wine Sector Support Program
Service standard | Target (%) | Results for annual report 2024-2025 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 83 |
Send you an identifier within fifteen (15) business days | 80 | 97 |
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package | 80 | 99 |
Send you a payment within 30 business days of receipt of a duly completed and documented claim | 80 | 87 |
Youth Employment and Skills Program
Service standard | Target (%) | Results for annual report 2023–2024 (%) |
|---|---|---|
Respond to general inquiries made by email before the end of the next business day | 80 | 90 |
Assess your application and send you an approval or a rejection notification letter within 50 business days of receiving a fully complete applicant package | 80 | 100 |
Send you a payment within 30 business days of a duly completed and documented claim | 80 | 99 |