Standards of service to the public

Statistics Canada is committed to serving its clients in a prompt, reliable and courteous manner. To this end, the Agency has developed standards of service which its employees observe in serving its clients. According to these standards, the Agency's personnel makes the following commitments.

Quality

• demonstrate openness, courtesy and equitable treatment at all times with its clients.

Accessibility

• provide service in the official language of the client's choice.
• provide service during the regular business hours between 8:30 and 16:30 hours.
• ensure that contacts identified in The Daily, the Agency's official release vehicle, are available on the day of release as well as the day after.
• ensure accessibility to its information service to the public residing in areas other than where Statistics Canada offices are located, through a 1-800 toll-free service.
• proactively offer the coordination of the provision of services to a client if his/her needs require actions by other Agency divisions.

Promptness

• before work begins, advise the client of the time required to provide the service and, if necessary, obtain the client's agreement to the schedule.
• advise the client, should the need arise, of any additional time required and explain the reason for the delay.
• provide a cost estimate within two (2) working days or specify when the estimate will be ready.
• under normal circumstances, respond to a simple special request within ten (10) working days.
• fulfill an order for off-the-shelf products within two (2) working days.
• answer or acknowledge receipt of a letter whether received by mail, fax or electronically within five (5) working days.
• return a client's phone call within one working day.

Cost

• inform clients of the cost of the service where applicable.
• advise the client immediately, should the occasion arise, of any unforeseen change in cost and explain why.

Reliability

• if there is any difference between the request and the product delivered or to be delivered, advise the client immediately and explain the reason.
• if the product delivered does not conform to the client's request and this is due to our misunderstanding, offer to provide a solution free of charge.

Redress mechanism

• If you, as a client, have reason to believe that these standards have not been adhered to in your dealings with Statistics Canada, you are encouraged to contact:
   
  Vicki Crompton
  Director-General
  Communication and Information Services Branch
  Statistics Canada
  R.H. Coats Building, 10A
  100 Tunney's Pasture Driveway
  Ottawa, ON K1A 0T6
  Telephone: (613) 951-1365
  Facsimile: (613) 951-0288
  E-mail: infostats@statcan.ca attention Vicki Crompton
  
  
• For general inquiries, Contact us.