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User Fees and Regulatory Charges/External Fees
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User Fees and Regulatory Charges
- User Fees and Regulatory Charges #1
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- User Fees and Regulatory Charges #10
- User Fees Totals
- External Fees
User Fees and Regulatory Charges
(1) Full costs reflect actual expenditures in a given year and do not take into account additional costs needed to address existing and prevent future backlogs for 2010/11.
User Fee: Authority to Sell Drugs Fees
Fee Type: Regulatory (R)
Fee-setting Authority: Financial Administration Act (FAA)
Date Last Modified: Dec.1994
Performance Standards: 120 calendar days to update the Drug Product Database following notification
Performance Results: 100% within 120 calendar days
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $7,700 | $7,615 | $47,205 (1) | 2011-12 | $8,553 | $53,095 |
| 2012-13 | $8,724 | $56,760 | |||
| 2013-14 | $8,899 | $57,896 | |||
Other Information:
User Fee: Drug Establishment Licensing Fees
Fee Type: Regulatory (R)
Fee-setting Authority: Financial Administration Act (FAA)
Date Last Modified: Dec. 1997
Performance Standards: 250 calendar days to issue / renew licence
Performance Results: 97.4% within 250 calendar days
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $6,000 | $7,875 | $20,297 (1) | 2011-12 | $21,901 | $26,080 |
| 2012-13 | $22,339 | $26,601 | |||
| 2013-14 | $22,786 | $27,133 | |||
Other Information:
User Fee: Drug Submission Evaluation Fees (Pharmaceuticals & Biologic Products)
Fee Type: Regulatory (R)
Fee-setting Authority: Financial Administration Act (FAA)
Date Last Modified: Aug. 1995
Performance Standards: Review 1 (average time in calendar days)
Pharmaceuticals
NDS: Priority NAS = 180
NDS: NAS = 300
NDS: Clin only = 300
NDS: Clin/C&M = 300
NDS: Priority Clin/C&M = 180
NDS: Labelling only = 60
NDS: Comp/C&M = 180
ANDS: C&M/Labelling = 180
ANDS: Comp/C&M = 180
SNDS: Clin/C&M = 300
SNDS: Clin only = 300
SNDS: Comp/C&M = 180
SNDS: C&M/Labelling = 180
SNDS: Rx to OTC New INDIC = 300
SNDS: Rx to OTC No New Indication =180
SNDS: Labelling only = 60
SNDS-C: Clin only =300
SANDS: Clin only = 300
SANDS: Comp/C&M = 180
SANDS: C&M/Labelling = 180
SANDS: Labelling only = 60
DIN A with data = 210
DIN A form only = 180
DIN D with data = 210
DIN D form only = 180
Biologics
NDS: Priority NAS = 180
NDS: NAS = 300
NDS: Clin/C&M = 300
ANDS: Comp/C&M =180
SNDS: Priority Clin only = 180
SNDS: Clin/C&M = 300
SNDS: Clin only = 300
SNDS: Comp/C&M = 180
SNDS: C&M/Labelling = 180
SNDS: Labelling only = 60
SNDS: NOC-C Clin only = 200
DIN B with data = 210
DIN B form only = 180
Performance Results: Review 1 (average time in calendar days)
Pharmaceuticals
NDS: Priority NAS = 169
NDS: NAS = 310
NDS: Clin only = 295
NDS: Clin/C&M = 316
NDS: Priority Clin/C&M = 180
NDS: Labelling only = 50
NDS: Comp/C&M = 325
ANDS: C&M/Labelling = 307
ANDS: Comp/C&M = 385
SNDS: Clin/C&M = 347
SNDS: Clin only = 270
SNDS: Comp/C&M = 233
SNDS: C&M/Labelling = 235
SNDS: Rx to OTC New INDIC = NA
SNDS: Rx to OTC No New Indication =NA
SNDS: Labelling only = 64
SNDS-C: Clin only =277
SANDS: Clin only = 343
SANDS: Comp/C&M = 301
SANDS: C&M/Labelling = 332
SANDS: Labelling only = 53
DIN A with data = 396
DIN A form only = 213
DIN D with data = 147
DIN D form only = 111
Biologics
NDS: Priority NAS = 175
NDS: NAS = 274
NDS: Clin/C&M = 302
ANDS: Comp/C&M = N/A
SNDS: Priority Clin only = 187
SNDS: Clin/C&M = 291
SNDS: Clin only = 257
SNDS: Comp/C&M = 180
SNDS: C&M/Labelling = 167
SNDS: Labelling only = 37
SNDS: NOC-C Clin only = 250
DIN B with data = 94
DIN B form only = 90
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $23,000 | $22,657 | $79,367 (1) | 2011-12 | $40,870 | $87,157 |
| 2012-13 | $50,060 | $93,319 | |||
| 2013-14 | $51,061 | $95,185 | |||
Other Information:
User Fee: Medical Device Licence Application Fees
Fee Type: Regulatory (R)
Fee-setting Authority: Financial Administration Act (FAA)
Date Last Modified: Aug.1998
Performance Standards: Review time to first decision (calendar days)
Review 1 (average time in calendar days)
Class II = 15
Class II amendment = 15
Class II Private Label = 15
Class II Private Label amendment = 15
Class III = 60
Class III amendment = 60
Class IV = 75
Class IV amendment = 75
Performance Results: Average review time to first decision
Review 1 (average time in calendar days)
Class II = 14.7
Class II amendment = 10.25
Class II Private Label = 15.95
Class II Private Label amendment = 13.28
Class III = 69.64
Class III amendment = 66.47
Class IV = 104.84
Class IV amendment = 61.29
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $3,800 | $4,025 | $11,684 (1) | 2011-12 | $9,425 | $14,864 |
| 2012-13 | $9,613 | $16,266 | |||
| 2013-14 | $9,805 | $16,591 | |||
Other Information:
User Fee: Fees for Right to Sell a Licensed Medical Device
Fee Type: Regulatory (R)
Fee-setting Authority: Financial Administration Act (FAA)
Date Last Modified: Aug.1998
Performance Standards: 20 calendar days from deadline for receipt of annual notification to update the Medical Devices Active License Listing (MDALL) database
Performance Results: 100% within 20 calendar days
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $1,800 | $2,662 | $7,378 (1) | 2011-12 | $8,377 | $10,927 |
| 2012-13 | $8,545 | $12,408 | |||
| 2013-14 | $8,715 | $12,656 | |||
Other Information:
User Fee: Medical Device Establishment Licensing Fees
Fee Type: Regulatory (R)
Fee-setting Authority: Financial Administration Act (FAA)
Date Last Modified: Jan. 2000
Performance Standards: 120 calendar days to issue / renew licence
Performance Results: 99.5% issued within 120 calendar days
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $3,000 | $4,115 | $6,089 (1) | 2011-12 | $11,992 | $13,505 |
| 2012-13 | $12,232 | $13,775 | |||
| 2013-14 | $12,477 | $14,051 | |||
Other Information:
User Fee: Veterinary Drug Evaluation Fees
Fee Type: Regulatory (R)
Fee-setting Authority: Financial Administration Act (FAA)
Date Last Modified: Mar. 1996
Performance Standards: Review time to first decision (calendar days)
NDS (including Priority Review) = 300
ABNDS = 300
SNDS = 240
SABNDS = 240
Admin = 90
DIN (including changes to DINs) = 120
NC = 90
ESC = 60
Labels = 45
Emergency Drug Release = 2
Performance Results: Average review time to first decision
NDS (including Priority Review) = 290
ABNDS = 303
SNDS = 261
SABNDS = 242
Admin = 121
DIN (including changes to DINs) = 128
NC = 131
ESC = 67
Labels = 55
Emergency Drug Release = 1
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $650 | $719 | $9,783 (1) | 2011-12 | $739 | $10,057 |
| 2012-13 | $760 | $10,338 | |||
| 2013-14 | $781 | $10,628 | |||
Other Information:
User Fee: Fees to be paid for Pest Control Product Application Examination Service
Fee Type: Regulatory (R)
Fee-setting Authority: Pest Control Products Act (PCPA)
Date Last Modified: April 1997
Performance Standards: Target is 90% of submissions in all categories to be processed within time shown.
www.pmra-arla.gc.ca/english/pdf/pro/pro9601-e.pdf
Category A
Standard - 550 days
User Request Minor Use Registration (URMUR) - 365 days
Category B
Standard/priority - 365 days
Category C
Standard - 180 or 225 days
Category D
IMEP - 32 days
OUI - 56 days
URMULE - 60 days and
Master Copy - 21 days Category E
New Active - Food - 365 days
New Active - Non-food - 165 days
Performance Results:
Category A = 82% overall while100% of joint reviews were completed with established international standards.
Category B = 80% overall for the fiscal year.
Category C = 74%
Category D = 87%
Category E = 31%
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $3,490 | $5,073.1 | $40,821 | 2011-12 | $3,490 | $36,611 |
| 2012-13 | $3,490 | $36,611 | |||
| 2013-14 | $3,490 | $36,611 | |||
Other Information:
User Fee: Fees to be paid for the right or privilege to manufacture or sell a pest control product in Canada and for establishing a Maximum Residue Limit in relation to a pest control product.
Fee Type:
Fee-setting Authority: Financial Administration Act (FAA)
Date Last Modified: April 1997
Performance Standards: 100% of all fees for the right or privilege to manufacture or sell a pest control product in Canada are invoiced by April 30th of each fiscal year.
Performance Results: 100% of all invoices were issued by April 30, 2010.
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $4,500 | $4,428 | $29,318 | 2011-12 | $4,500 | $26,294 |
| 2012-13 | $4,500 | $26,294 | |||
| 2013-14 | $4,500 | $26,294 | |||
Other Information:
User Fee: Fees charged for the processing of access requests filed under the Access to Information Act (ATIA)
Fee Type: Other products and services (O)
Fee-setting Authority: Access to Information Act
Date Last Modified: 1992
Performance Standards: Response provided within 30 days following receipt of request; response time may be extended pursuant to section 9 of the ATIA. ATIA: http://laws.justice.gc.ca/en/A-1/218072.html
Performance Results: During fiscal year 2010-2011, Health Canada completed processing 1535 (71%) of 2147 active requests.
Health Canada was able to respond within 30 days or less in 700 (45.6%) of completed cases. * The remaining requests were completed within 31 to 60 days in 171 (11.1%) cases, 61 to 120 days in 178 (11.6%) cases and 486 or more days in 486 (31.7%) cases.
*A Notice of Extension is sent to the requester within 30 days of receipt of request.
| 2010-11 ($ thousands) | Planning Years ($ thousands) | ||||
|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost |
| $10 | $15.5 | $2,340 | 2011-12 | $10 | $1,800 |
| 2012-13 | $10 | $1,800 | |||
| 2013-14 | $10 | $1,800 | |||
Other Information:
User Fees Totals
Please note that according to prevailing legal opinion, where the corresponding fee introduction or most recent modification occurred prior to March 31, 2004:
- the performance standard, if provided, may not have received parliamentary review; and
- the performance standard, if provided, may not respect all establishment requirements under the UFA (e.g. international comparison; independent complaint address).
- the performance result, if provided, is not legally subject to section 5.1 of the UFA regarding fee reductions for unachieved performance.
| 2010-11 ($ thousands) | Planning Years ($ thousands) | |||||
|---|---|---|---|---|---|---|
| Forecast Revenue | Actual Revenue | Full Cost | Fiscal Year | Forecast Revenue | Estimated Full Cost | |
| Subtotal Regulatory | $53,940 | $59,169 | $251,942 | 2011-12 | $109,847 | $278,590 |
| 2012-13 | $120,263 | $292,372 | ||||
| 2013-14 | $122,514 | $297,045 | ||||
| Subtotal Other Products and Services | $10 | $15.5 | $2,340 | 2011-12 | $10 | $1,800 |
| 2012-13 | $10 | $1,800 | ||||
| 2013-14 | $10 | $1,800 | ||||
| Total | $53,950 | $59,184.5 | $254,282 | 2011-12 | $109,857 | $280,390 |
| 2012-13 | $120,273 | $294,172 | ||||
| 2013-14 | $122,524 | $298,845 | ||||
External Fees
* Denotes fees set by contract.
| External Fee | Service Standard | Performance Results | Stakeholder Consultation |
|---|---|---|---|
| Authority to Sell Drugs Fees | 120 calendar days to update the Drug Product Database following notification | 100% within 120 calendar days | In April 2010, Health Canada's Proposal to update current user fees for regulatory activities related to human drugs and medical devices was tabled in Parliament, as required by the User Fees Act. The Senate Standing Committee on Social Affairs, Science and Technology undertook the review of the proposal, and recommended to the
Senate that the proposal be approved with no changes. On May 26, 2010, the Senate adopted the report of its Committee, thereby concluding the Parliamentary review of Health Canada's Proposal. As user fees are set in regulations, any changes to update them are required to go through the Canada Gazette process. The regulatory proposal was published in the Canada Gazette, Part I on November 13, 2010 for a 75-day consultation period. A summary of stakeholders' comments and Health Canada's responses was published in Canada Gazette, Part II, as part of the Regulatory Impact Analysis Statement that accompanied the regulations. The regulations containing updated user fees came into force on April 1, 2011 and will apply to 2011-2012 performance. The service standard for the Certificate of Pharmaceutical Product was revised and implemented in January of 2011. No further review is planned for the service standard. The non-regulatory user fees, Certificate of Pharmaceutical Product and Drug Master File, fees are being reviewed separately. |
| * Certificates of Pharmaceutical Product (Drug Export) Fees | 5 working days to issue certificate 10 working days to issue certificate |
38.30% April to December within 5 working days 43% January to March and ongoing within 10 working days |
|
| Drug Establishment Licensing Fees | 250 calendar days to issue / renew licence | 97.40% within 250 calendar days | |
| * Drug Master File Fees | 30 calendar days | 100% within 30 calendar days upon receipt of a complete package for a new Drug Master File or Letter of Access | |
| Drug Submission Evaluation Fees (Pharmaceuticals & Biologic Products) | Review 1 (average time in calendar days) Pharmaceuticals NDS: Priority NAS = 180 NDS: NAS = 300 NDS: Clin only = 300 NDS: Clin/C&M = 300 NDS: Priority Clin/C&M = 180 NDS: Labelling only = 60 NDS: Comp/C&M = 180 ANDS: C&M/Labelling = 180 ANDS: Comp/C&M = 180 SNDS: Clin/C&M = 300 SNDS: Clin only = 300 SNDS: Comp/C&M = 180 SNDS: C&M/Labelling = 180 SNDS: Rx to OTC New INDIC = 300 SNDS: Rx to OTC No New Indication =180 SNDS: Labelling only = 60 SNDS-C: Clin only =300 SANDS: Clin only = 300 SANDS: Comp/C&M = 180 SANDS: C&M/Labelling = 180 SANDS: Labelling only = 60 DIN A with data = 210 DIN A form only = 180 DIN D with data = 210 DIN D form only = 180 Biologics NDS: Priority NAS = 180 NDS: NAS = 300 NDS: Clin/C&M = 300 ANDS: Comp/C&M = 180 SNDS: Priority Clin only = 180 SNDS: Clin/C&M = 300 SNDS: Clin only = 300 SNDS: Comp/C&M = 180 SNDS: C&M/Labelling = 180 SNDS: Labelling only = 60 SNDS: NOC-C Clin only = 200 DIN B with data = 210 DIN B form only = 180 |
Review 1 (average time in calendar days) Pharmaceuticals NDS: Priority NAS = 169 NDS: NAS = 310 NDS: Clin only = 295 NDS: Clin/C&M = 316 NDS: Priority Clin/C&M = 180 NDS: Labelling only = 50 NDS: Comp/C&M = 325 ANDS: C&M/Labelling = 307 ANDS: Comp/C&M = 385 SNDS: Clin/C&M = 347 SNDS: Clin only = 270 SNDS: Comp/C&M = 233 SNDS: C&M/Labelling = 235 SNDS: Rx to OTC New INDIC = NA SNDS: Rx to OTC No New Indication =NA SNDS: Labelling only = 64 SNDS-C: Clin only =277 SANDS: Clin only = 343 SANDS: Comp/C&M = 301 SANDS: C&M/Labelling = 332 SANDS: Labelling only = 53 DIN A with data = 396 DIN A form only = 213 DIN D with data = 147 DIN D form only = 111 Biologics NDS: Priority NAS = 175 NDS: NAS = 274 NDS: Clin/C&M = 302 ANDS: Comp/C&M = N/A SNDS: Priority Clin only = 187 SNDS: Clin/C&M = 291 SNDS: Clin only = 257 SNDS: Comp/C&M = 180 SNDS: C&M/Labelling = 167 SNDS: Labelling only = 37 SNDS: NOC-C Clin only = 250 DIN B with data = 94 DIN B form only = 90 |
|
| Medical Device Licence Application Fees | Review 1 (average time in calendar days) Class II = 15 Class II amendment = 15 Class II Private Label = 15 Class II Private Label amendment = 15 Class III = 60 Class III amendment = 60 Class IV = 75 Class IV amendment = 75 |
Review 1 (average time in calendar days) Class II = 14.7 Class II amendment = 10.25 Class II Private Label = 15.95 Class II Private Label amendment = 13.28 Class III = 69.64 Class III amendment = 66.47 Class IV = 104.84 Class IV amendment = 61.29 |
|
| Fees for Right to Sell a Licensed Medical Device | 20 calendar days from deadline for receipt of annual notification to update the Medical Devices Active License Listing (MDALL) database | 100% within 20 calendar days | |
| Medical Device Establishment Licensing Fees | 120 calendar days to issue / renew licence | 99.50% issued within 120 calendar days | |
| Veterinary Drug Evaluation Fees | Review time to first decision (calendar days) NDS (including Priority Review) = 300 ABNDS = 300 SNDS = 240 SABNDS = 240 Admin = 90 DIN (including changes to DINs) = 120 NC = 90 ESC = 60 Labels = 45 Emergency Drug Release = 2 |
Review time to first decision (calendar days) NDS (including Priority Review) = 290 ABNDS = 303 SNDS = 261 SABNDS = 242 Admin = 121 DIN (including changes to DINs) = 128 NC = 131 ESC = 67 Labels = 55 Emergency Drug Release = 1 |
99.50% issued within 120 calendar days |
| * National Dosimetry Services Product, Services and Fee Structure (NDS P, S&F) | Provide timely, responsive and reliable customer services to 95,000 workers in over 12,500 groups: i) Registration and inspections of incoming dosimeters within 48 hours ii) Exposures over regulatory limits reported within 24 hours iii) Dosimeters leave NDS premises 10-13 working days prior to exchange date iv) Message call backs (phone, e-mail) within 24 hours v) Updated account information within 48 hours vi) Additional request dosimeters shipped within 24 hours vii) Exposure Reports for regular service sent out within 10 days of dosimeter receipt |
Provided timely, responsive and reliable customer services to over 95,000 workers in 12,500 groups. The standards were met as follows: i) > 99% Registration & inspection of incoming dosimeters within 48 hours ii) 100% Exposures over regulatory limits reported within 24 hours iii)> 99% Dosimeters leave NDS premises 10-13 working days prior to exchange date iv) > 95 % Message call backs done within 24 hours. 87% of incoming calls answered immediately. v) > 90 % Account information updated within 48 hours vi) > 99% Additional request dosimeters shipped within 24 hours vii) 97% Exposure Reports sent out within 10 days of dosimeter receipt |
InLight dosimeters were issued to clients staring on Jan 1, 2011, marking the beginning of transition to this new dosimetry product.
These interactions allowed NDS to measure level of service satisfaction as well as insight into new requirements for products and services. The total number of complaints was 238, compared to 183 last year. The processing and update client accounts occurred within 2 days of contact. Clients feedback (both complimentary and critical) was addressed as required. Addressed 92 client concerns. Additional information on service was obtained during regular contact with the client and, as required, through exit questionnaires. On a basis of over 525,000 dosimeter readings in 2010-2011, NDS= satisfaction rate is more than 99% based on the ratio of complaints to results reported. |
| * Ship Sanitation Certificate Services (Formerly known as Deratting Services) | Health Canada provides 7-day service in Standard Rate (Designated) Ports and all requests are responded to within 48 hours. | 694 Ship Sanitation Certificate Inspections were conducted in 2010-2011, out of which 72% (498/694) were conducted at Standard Rate Ports. All requests were responded to within 48 hours. |
There were no changes to the service standards in 2010-2011. |
| * Cruise Ship Inspection Program | Periodic inspections completed a minimum of once per sailing season on ships in Canadian waters. Final reports submitted within 10 working days. Re-inspection on any ships with scores of less than 85%. Health Canada publishes scores obtained from the Cruise Ship Inspection Program at: http://www.hc-sc.gc.ca/hl-vs/travel-voyage/general/ship-navire-eng.php |
73 Cruise Ship Inspections were conducted in 2010-2011. All final reports were submitted within 10 working days. 4% (3/73) Cruise Ships did not achieve scores of 85% but re-inspections were not conducted on 2 of the 3 ships as they left Canadian waters immediately after initial inspection. |
Cruise Ship Inspections are performed following procedures and protocols that have been published and distributed to clients. Minor changes were made to the Cruise Ship Administrative Guide; these were communicated to the Cruise Ship Industry. No concerns were raised by stakeholders. No changes were made to the fee schedule. Industry received a summary report on Health Canada activities in 2010-2011. |
| * Common Carrier Inspection (e.g. trains, ferries, airports/airlines, seaports) |
a) Passenger Train - On Board
|
a) Passenger Train - On Board
|
Common Carrier Inspections are performed following procedures and protocols that have been published and distributed to clients. Industry received a summary report on Health Canada activities in 2010-2011. Updated inspection guidelines for passenger trains, ferries and flight kitchens were also distributed to conveyance partners. These guidelines were developed in consultation with industry stakeholders. |
| * Medical Marihuana Dried marihuana ($5.00 / gram) Cannabis seeds ($20.00 / packet of 30 seeds) |
Dried marihuana Health Canada provides tested dried marihuana lots prior to distribution to authorized persons. Cannabis seeds Health Canada provides tested marihuana seed lots prior to distribution to authorized persons. Processing time Health Canada processing time for orders is 14 working days (from the time the order is received to the delivery of shipment to the recipient). |
Dried marihuana Test result requirements were met for all 18 lots released. Quality control test results are posted on Health Canada website. The number of pouches distributed was 12,331. The number of returned pouches was 135. Return rate due to product non-satisfaction was 0.56% Cannabis seeds Test result requirements were met for the two (2) lots distributed in the fiscal year. The number of seed packets distributed was 719.The number of returned seed packets for was 6. Return rate for this year was .01% (note that the return rate for seeds may not necessarily be due to non-satisfaction). Processing time was below service standard of 14 working days for the all of our shipment orders of dried marihuana (total 4,610 shipment orders) and Cannabis seeds (total 467 shipment orders). |
MMAD and MMPD staff engages with clients on a daily basis through Canada Enquiries Centre. Over the fiscal year 2010-2011, the Marihuana Medical Access Program received 24,037 calls. These interactions with the Program's clients allowed MMAD and MMPD to assess the level of client satisfaction. These interactions are documented using a centralized
electronic database. There were no changes to the service standards in 2010-2011. |
|
*Employee Assistance Services (EAS) (Fees are charged through contractual or formally-based agreements between HC and other departments, agencies and federally-regulated organizations.) Customers are billed by means of JV, IS transactions, invoice and cheques, etc. Services provided for fees includes:
No individual client or Canadian is being charged for these services. |
As per formal agreement, varies depending on customer organization's requirements, needs and EAS capacity to meet service levels. Service Standards include:
|
As per results from customer surveys, client satisfaction surveys, Bell telephone reports, and data collected from affiliate mental health professionals, EAS is meeting all of the service standards outlined in the contractual agreements.
|
i) Customers: Federal departments and agencies comprise the majority of EAS' customer base, and they are consulted on a regular basis. Utilization data is provided at least annually to each customer organization. Formal agreement to renew contractual or ILA/MOU-type agreements are completed every 1, 2 or 3 years. Customers are formally surveyed every two years, but contacts are communicated with regularly to ensure satisfaction and build customer relations. ii) Clients: EAS is the largest provider of Employee Assistance Programs to the public sector. EAS handled more that 15,000 cases last fiscal cycle, and provided over 45,000 hours of counselling sessions. Client satisfaction is one of the most key indicators of service quality. For each service delivered, clients are informed that their feedback regarding service quality is valuable and appreciated. iii) Affiliates: EAS's network of more than 750 affiliates ensures that EAS has the capacity to offer services across Canada within industry-standard timeframes. This network covers Canada from coast to coast; it forms an invaluable source of feedback regarding service provision with respect to the client base at large. iv) Legislating/Regulating Bodies: As a government entity, many of EAS practices and procedures regarding finance, human resources and operational management are prescribed by specific policies, regulations and/or laws. As such, EAS is accountable to these rules and must, at regular intervals, report on: the usage of funds; adherence to key legislation, such as Official Languages, Financial Administration Act, and Privacy Act. v) Staff: Retention of knowledgeable and experienced staff has become a recognized problem in much of the federal public service. EAS, however, has consistently demonstrated a significantly higher level of staff retention when compared with the department as a whole. |
| Fees to be paid for Pest Control Product Application Examination Service | Target is 90% of submissions in all categories to be processed within time shown. www.pmra-arla.gc.ca/ english/ pdf/pro/ pro9601-e.pdf Category A Standard - 550 days User Request Minor Use Registration (URMUR) - 365 days Category B Standard/priority - 365 days Category C Standard - 180 or 225 days Category D IMEP - 32 days OUI - 56 days URMULE - 60 days and Master Copy - 21 days Category E New Active - Food - 365 days New Active - Non-food - 165 days |
Category A = 82% overall, and performance for global joint reviews was 100% Category B = 80% overall for the fiscal year. Category C = 74% Category D = 87% Category E = 31% |
Formal stakeholder consultations are normally tied to a comprehensive review of User Fees. In the fiscal year 2010-2011, there were no formal consultations as no user fee reviews took place. |
| Fees to be paid for the right or privilege to manufacture or sell a pest control product in Canada and for establishing a Maximum Residue Limit in relation to a pest control product. | Target is 100% of all fees for the right or privilege to manufacture or sell a pest control product in Canada are invoiced by April 30th of each fiscal year. | Met performance target | Formal stakeholder consultations are normally tied to a comprehensive review of User Fees. In the fiscal year 2010-2011, there were no formal consultations as no user fee reviews took place. |
| Fees charged for the processing of access requests filed under the Access to Information Act (ATIA) Note (1) | Response provided within 30 days following receipt of request; response time may be extended pursuant to section 9 of the ATIA. ATIA: http://laws.justice.gc.ca/en/A-1/218072.html |
During fiscal year 2010-2011, Health Canada completed processing 1535 (71%) of 2147 active requests. Health Canada was able to respond within 30 days or less in 700 (45.6%) of completed cases. *The remaining requests were completed within 31 to 60 days in 171 (11.1%) cases, 61 to 120 days in 178 (11.6%) cases and 486 or more days in 486 (31.7%)
cases. Note(1) A Notice of Extension is sent to the requester within 30 days of receipt of request. |
The service standard is established by the Access to Information Act and the Access to Information Regulations. Consultations with stakeholders were undertaken by the Department of Justice and the Treasury Board Secretariat for amendments done in 1986 and 1992. |
Other Information: N/A