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Service Standards

The Canadian Coast Guard has published service standards that describe what icebreaking services will be provided, where and when they are available, and how quickly they will respond to a request. You may download a copy of Icebreaking Operations Levels of Service [html 107KB] [pdf 1174KB] for your own reference.

Canadian Coast Guard Ice Operations Centres

CCG Ice Operations Centres are in operation during the ice seasons for 24 hours a day, and are staffed with professional Ships Officers who have experience in the operation of icebreakers and ships in ice. The Ice Operations Centres are in contact with icebreakers at all times and maintain contact with shipping via CCG Marine Communications and Traffic Service Centres.

Service Delivery Targets

Availability

During winter, from about mid-November to the end of May, icebreaking services are provided on the Labrador Coast, East Coast, Gulf of St. Lawrence, the St. Lawrence and Saguenay Rivers and in the Great Lakes.

During the summer months, from about July to November, icebreakers are deployed to the Canadian Arctic.

Readiness

During the ice season, CCG icebreakers will be maintained in a state of readiness whereby they may respond to a service request within 1 hour.

Response Time

Under average ice conditions, a CCG icebreaker will be on scene to provide icebreaking services within the hours stipulated below:

These hours are calculated from the time that the service is required until the icebreaker arrives on scene. Service will not be provided to these standards when severe environmental conditions, hydrographic or geographic features of the area would endanger CCG personnel, ships or equipment or those requesting the services.

Applicable Priorities

1. all distress and emergency situations take precedence; 
2. service requests from ferry services provided in accordance with the Terms of Confederation/Union will be given priority; other ferry services will receive priority as deemed appropriate by the CCG; 
3. ships with vulnerable cargoes (pollutants, dangerous goods, perishable) and vessels transporting cargo which is vital to the survival of communities; 
4. marine traffic and fishing vessels.

Complaints, Comments or Suggestions

CCG is committed to providing our clients with the best service possible. Comments, complaints or suggestions are encouraged. Please contact the appropriate Ice Operations Centres or contact us.

Client Satisfaction Survey