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ARCHIVED - Compendium of Service Standards
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Human Resources Development Canada
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Business Line |
Service Standard |
Delivery channels |
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GOL |
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In person |
Tel |
Mail / |
Internet |
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Kiosk |
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All Core Service Lines |
1 |
Claimant is entitled to courteous and considerate treatment and complete and accurate information about entitlements and obligation |
X |
X |
X |
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2 |
We aim to keep the waiting time to meet a client service officer to a minimum. Waiting times will be posted in our offices. |
X |
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Human Resource Investment |
3 |
If eligible, claimant is entitled to receive first payment within 28 days for employment benefits and support measures. |
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X |
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Employment Insurance Income Benefits |
4 |
If eligible, claimant is entitled to receive first payment within 28 days for employment insurance benefits. |
X |
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X |
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Income Security |
5 |
If eligible, claimant is entitled to receive first payment within 35 days for Old Age Security and Pension Plan. |
X |
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X |
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Labour |
6 |
We will provide 24-hour emergency response service for fatal accidents and refusals to work in the federal jurisdiction. |
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X |
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Business Line |
Service Standard |
Source |
Type |
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2001- |
1999- |
Website |
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Interview |
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All Core Service Lines |
1 |
Claimant is entitled to courteous and considerate treatment and complete and accurate information about entitlements and obligation |
X |
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CP/OC |
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2 |
We aim to keep the waiting time to meet a client service officer to a minimum. Waiting times will be posted in our offices. |
X |
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TF |
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Human Resource Investment |
3 |
If eligible, claimant is entitled to receive first payment within 28 days for employment benefits and support measures. |
X |
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TB |
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Employment Insurance Income Benefits |
4 |
If eligible, claimant is entitled to receive first payment within 28 days for employment insurance benefits. |
X |
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TB |
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Income Security |
5 |
If eligible, claimant is entitled to receive first payment within 35 days for Old Age Security and Pension Plan. |
X |
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TB |
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Labour |
6 |
We will provide 24-hour emergency response service for fatal accidents and refusals to work in the federal jurisdiction. |
X |
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TB |
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In its 2001-2002 RPP, HRDC commits to introducing "a Client Service Charter and Service Standards for our Income Security Program activities." HRDC also commits to using the findings from client surveys to "identify client expectations and priorities, develop improvement plans, set annual client satisfaction targets and modify our service standards." (pg. 49). HRDC also operates a number of telecentres which have specific service standards; however, they do not appear in the RPP or DPR or on the website. In addition, Employment Insurance Income Benefits has a timeliness service standard for Appeals, but it does not appear in the RPP or DPR or on the website.
