Agriculture and Agri-Food Canada Service Standards Annual Report: Fiscal Year 2021–2022
Agriculture and Agri-Food Canada's commitment to serve you better
At Agriculture and Agri-Food Canada (AAFC), we take pride in what we do. We are an organization that is dedicated to serving the public. AAFC continues to be committed to developing and delivering client-focused, results based programs and services. We are continuously working to provide high quality service because we understand the importance of agriculture to our 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 continues to strive to ensure that published information is transparent, meaningful and relevant to clients.
Service standards are a statement to the level of performance that Canadians can expect from AAFC. These service standards include turnaround times for telephone calls and email responses, making 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 49 programs and services have their service standards published on each program web page. Performance data is collected throughout each fiscal year and reported publicly on the AAFC website each quarter and summarized in our Service Standards Annual Report.
Continuous improvement
AAFC met or exceeded targets for 137 out of 165 service standards (83%), covering 49 programs and services. In an effort to improve the service standards, AAFC is dedicated to continuously strengthening service objectives by using client input to improve service delivery and program design.
In 2021–2022, AAFC received client feedback on the relevance of its service standards and their impact on client’s business decisions. Clients indicated that they require quicker service standard delivery times to match the urgency of their business decisions.Footnote 1
AAFC conducted a review of its service standards to ensure they continue to be relevant to clients. As a result of this review, program management are encouraged to assess the timelines to ensure they are timely, reasonable and ambitious enough to meet the demands of their clients while ensuring the due diligence required in delivering a government program.
AAFC is committed to achieving its posted targets under normal operational circumstances while seeking opportunities to enhance operational processes and better meet client needs.
Your feedback
Please share your comments, suggestions or complaints to AAFC's Service and Program Excellence Directorate at:
aafc.standards-normes.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 2021–22 (%)
Response is provided within 30 days following receipt of request
100
100
Advance Payment Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
99
AgriAssurance Program: National Industry Association Component
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
96
Acknowledge receipt of your application within 1 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
80
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
97
AgriAssurance Program: Small and Medium-sized Enterprise
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 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
89
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 2021–22 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
93
Acknowledge receipt of your application within 1 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 30 business days of receipt of a duly completed and documented claim
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 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 30 business days of receipt of a duly completed and documented claim
80
80
AgriRisk Initiatives: Microgrants
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
75
Acknowledge receipt of your application within 1 business days
80
33
Send you an approval or a rejection notification letter within 100 business days of receiving a fully complete applicant package
80
56
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
81
AgriRisk Initiatives: Research and Development Contribution Funding Stream
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 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
80
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
42
AgriScience: Projects
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 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
80
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
81
AgriStability
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Percentage of applications processed to the issuance of a Calculation of Program Benefits statement in 75 days or less
75
94
Canada Brand
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
93
Acknowledge receipt of your application within 1 business day
80
96
Send you a final approval or rejection notification within 10 business days following receipt of a fully documented application
80
87
Canada Pavilion Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to inquiries 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
97
Canadian Agricultural Strategic Priorities Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
68
Acknowledge receipt of your application within 1 business day
80
38
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
58
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
71
Canadian Loans Act Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
96
Register loans received from lenders within fifteen (15) business days
80
94
Canadian Soil Information System
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Provide an estimated delivery date for information products within 3 business days
80
100
Dairy Direct Payment Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Dairy Farm Investment Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
85
Acknowledge receipt of your application within 1 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
75
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
95
Dairy Processing Investment Fund
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 business day
80
No data available
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
0
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
54
Domestic Statistics and Market Information – Horticulture
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Reports: Daily Update Frequency
80
95
Reports: Weekly Update Frequency
80
88
Reports: Monthly Update Frequency
80
100
Reports: Annual Update Frequency
80
70
Domestic Statistics and Market Information – Poultry and Egg
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Reports: Daily Update Frequency
80
No data available
Reports: Weekly Update Frequency
80
93
Reports: Monthly Update Frequency
80
84
Reports: Annual Update Frequency
80
100
Domestic Statistics and Market Information – Red Meat and Livestock
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Reports: Daily Update Frequency
80
No data available
Reports: Weekly Update Frequency
80
95
Reports: Monthly Update Frequency
80
88
Reports: Annual Update Frequency
80
87
Emergency Processing Fund
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to the program's phone number or email address within two (2) business days
80
100
Acknowledge receipt of applications within one (1) business day
80
No data available
Send you an approval or a rejection notification letter within 50 business days of receiving a fully complete applicant package
80
No data available
Assess applications and send approval or rejection notification letters within 50 business days of receiving a complete application package
80
31
Farm Debt Mediation Service
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
100
Notify you if your application has been accepted or not by the end of the next business day
80
99
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
71
Food Waste Reduction Challenge
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number and email address before the end of the next business day
80
87
Acknowledge receipt of your application within 1 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 60 business days of receipt of a duly completed and documented claim
80
100
Geospatial Products
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Provide an estimated delivery date for information products within 3 business days
80
100
Global Analysis
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
99
Provide an estimated delivery date for information products within 3 business days
80
100
Indigenous Agriculture and Food Systems
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
96
Acknowledge receipt of your application within 1 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
0
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
95
Living Laboratories Initaitive: Collaborative Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of your application within 1 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
0
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
71
Local Food Infrastructure Fund: Infrastructure and Equipment Improvement Projects
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
90
Acknowledge receipt of your application within 1 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
98
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
80
Mandatory Isolation Support for Temporary Foreign Workers Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
74
Acknowledge receipt of the application within three business days
80
96
Process the application within 30 business days
80
62
Process the payment within 30 business days upon receipt of a completed claim form and signed Contribution Agreement
80
9
Market Access Services
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Single Window requests will receive an acknowledgement on the same business day
80
99
Response to your inquiry will follow within 5 business days
80
95
Market Development Program for Turkey and Chicken
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
National Agro Climate Information Services (Drought Watch)
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries before the end of the next business day
80
94
Provide an estimated delivery date for information products within 3 business days
80
93
Office of Intellectual Property and Commercialization
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Issue a draft co-operative research and development agreement for review 20 days following receipt of all required documentation (work plan, budget, Science Director recommendation, completed risk assessment)
80
98
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 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
88
Acknowledge receipt of your application within 1 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
No data available
Send you a payment within 30 business days of receipt of a duly completed and documented claim
80
86
Price Pooling Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address 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
100
Saint-Hyacinthe Research and Development Centre
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
97
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
Supply Management Processing Investment Fund
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of applications within one 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 a duly completed and documented claim
80
No data available
Surplus Food Rescue Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of applications within one 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 a duly completed and documented claim
80
100
Youth Employment and Skills Program
Service standard
Target (%)
Results for Annual Report 2021–22 (%)
Respond to general inquiries made to our phone number or email address before the end of the next business day
80
100
Acknowledge receipt of application within 1 business day
80
100
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
96
Send you a payment within 30 business days of a duly completed and documented claim
