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Service Standards

Access

Websites and email are fully operational and accessible 24-hours a day, 7-days a week.

Voicemail systems are fully operational and accessible 24-hours a day, 7-days a week.

SBS centre offers core services in the client’s official language of choice in compliance with the Official Languages Act , R.S.C. 1985, c. 31 (4th Supp.)

Timeliness

Telephone calls are answered in the order that they are received, on the same day of the call and during hours of operation.

Telephone messages left on the voicemail system are returned within 24 hours.

Inquiries made by digital means and requiring extensive research will be processed within two business days and fulfilled within ten business days.

Inquiries received by digital means, requiring pathfinding resources, will be acknowledged within one business day and fulfilled in two business days.

Accuracy

Staff will provide up-to-date and accurate information on federal, provincial and territorial business-related information, tools, programs, advice, regulations and referrals.

Websites and media posts will provide up-to-date and accurate information on federal, provincial and territorial business-related content, tools, programs, advice, regulations and referrals.

Quality

Your privacy will be respected in compliance with the federal policies on privacy & anti-spam legislation.

You will be treated fairly, with courtesy and respect.

Client comments, questions, concerns and complaints are addressed within two business days. Complaints/redress mechanism will be posted on the website, so clients know where to send comments or complaints.

Redress Mechanism

Client comments, questions, concerns and complaints are addressed within two business days. Complaints/redress mechanism will be posted on the website, so clients know where to send comments or complaints.

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