Our clients are very important to us and client service is at the heart of everything we do. Our clients include users of our programs and services, partners and stakeholders, all levels of government, First Nations communities, members of the public, and members of our Board of Directors. Our interaction with clients is guided by a Client Service Policy, which identifies a variety of standards that will help us to ensure client service excellence. In addition, we are committed to providing our team with on-going training and education to ensure we are well-equipped to meet our standards.
Our service commitments to you:
- Provide you with service that is timely, welcoming, and helpful
- Provide knowledgeable, professional, and courteous service
- Treat you with respect, fairness, openness, and equality
- Ensure it is easy and convenient to contact us
- Collect and use your information in a lawful manner that protects your privacy
- Ensure that our facilities, products, and services are accessible to persons with a disability.
- Ensure our client service locations are accessible, safe, and healthy environments
- Ensure you have the ability to contact us regarding your client service concerns in a variety of ways
- Strive to address your comments, suggestions, and concerns to your satisfaction
- Acknowledge your feedback in an appropriate manner
These commitments mean that:
- You will be personally greeted at reception during business hours
- We will answer telephone calls to our main reception whenever possible during office hours, and will ensure that any messages are responded to as quickly as possible
- We will ensure that our staff provide a courteous and accurate voicemail greeting stating when you can expect a response to your message
- We will respond to your mail, voicemail, and email as soon as possible
- We will explain our processes and provide a reasonable estimate for when you can expect work to be completed*
- We will keep you informed and explain if there will be a delay and when you can reasonably expect the service or product to be provided
- We will let you know on our website and telephone system when there will be a disruption in service (office closed for a holiday etc.)
- We will respect your time by keeping scheduled appointments and attend to you as quickly as possible when you don’t have a scheduled appointment
- We will use plain language wherever possible, and always provide more detail when you ask for it
- We will use your feedback to help us improve our services on an on-going basis
*For permit applications, review timeline standards are identified in the Ministry of Natural Resources CALC Report, which defines the policies and procedures for Conservation Authority plan review and permitting activities under the Conservation Authority plan review and permitting activities under the Conservation Authorities Act. The report includes the following timelines: 21 days to inform the applicant as to whether or not their application has been deemed complete or to provide a list of what information is missing; and, once an application is deemed complete, 30-90 days to render a decision, depending on the complexity of the application.
For applications made under the Planning Act, the timeline targets are provided by the municipality or agency/body responsible for circulating the applications for comments.