Subject

Service Level Standards

Reference

This policy letter applies to the attached level of service standards.

Purpose

This policy letter is intended to establish a national client standard for the delivery of the following services to the aviation industry and individuals:

• registration of aircraft;
• aircraft leasing authorization;
• flight test for all pilot licence applicants;
• administration of written examinations;
• issuance of all pilot licences and permits;
• review of flight training unit (FTU) operations and training manuals;
• issuance of operating certificate to Flight Training Units (FTUs);
• appointment of various designees;
• authorization to hold and take part in special aviation events;
• authorization to launch high powered rockets;
• issue exemptions.

Background

The services provided by General Aviation (GA) are presently not bound by any standards. It has been observed that service levels tend to vary from region to region. Although this variation by itself may not be significant, it puts doubts in the minds of the clients about the efficiency of our service delivery.

An extensive study of GA service components reveals that, while there are services, elements of which are entirely within GA, other categories of services require coordination with other specialty Branches. For the latter category of services, the level of service would depend on how efficiently other Branches assist GA in the service delivery.

Another factor influencing service delivery is the National Civil Aviation Management's decision regarding priorities for Civil Aviation. Presently, safety oversight of aviation activities and Civil Aviation Document holders takes priority over all other. The service levels were calculated after necessary resources devoted to safety oversight were taken out of consideration. Thus, the time available to provide services is often flexible depending on other priority activities.

Factors and Conditions of Service Delivery

1. Service level is described as the number of working days necessary for the delivery of a particular service.
   
   
2. The standards are indicated as "normal" and "maximum" in number of working days.
   
   
3. The count for the service begins only when all pertinent documents are submitted to the service provider. If any errors or omissions are discovered in the submitted document, the count is reset and will begin only when they are corrected.
   
   
4. The normal service level assumes a normal workload and availability of all staff members.
   
   
5. Initial certification process for ICPL will be discontinued if five significant errors or omissions are discovered during the review. The count will be reset and begin again when the certification process begins after confirmation of remedial action.
   
   
6. The time count for the issuance of an operating certificate assumes no action items after the pre-certification audit.

Client Satisfaction

General Aviation will strive to provide service within the levels of standard identified in this document. However, if the client is not satisfied, the client has the right to follow it up to a higher authority.

The first point of contact should be the Regional Manager, General Aviation of the region. The reason for dissatisfaction with the service should be provided in writing. However, a face-to-face meeting should also be used to discuss the events in detail.

If the Regional Manager, General Aviation, is unable to offer a satisfactory explanation, the same process should be repeated with the Regional Director, Civil Aviation, of the region.

The complete process for making a complaint is also available in the Transport Canada website at: http://www.tc.gc.ca/CivilAviation/
QualityAssurance/QA/complaints/menu.htm.

Appendix A - Explanation of Services

Appendix B - Service Levels

Manzur Huq
Director
General Aviation