Commercial and Business Aviation Advisory Circulars

Civil Aviation Service Levels - Air Operations

INTRODUCTION

The purpose of this Commercial and Business Aviation Advisory Circular (CBAAC) is to provide air operators, and Commercial and Business Aviation Inspectors with guidance to determine the appropriate amount of time required to provide the services referred to in Appendix 1.

APPLICABILITY

This advisory circular applies to air operators involved in; the transportation of dangerous goods, cabin safety, commercial operations, and the Commercial and Business Aviation Branch of Transport Canada.

REFERENCES

Commercial and Business Aviation Policy Letter number 143.

BACKGROUND

A project to address inspector workload began in December 1999, when the issue was identified as one of three top priorities to be addressed by the Civil Aviation Regional Directorate. A Public Service survey also underscored the importance of addressing this issue.

Developing service levels for clients was chosen as a first course of action. It was decided that publishing service levels (so that both clients and inspectors would be familiar with them) would enable improved planning and organization of our activities.

Service levels are presented in a clear, concise and easy-to-read format. The service levels are organized by service category and have been limited in number in accordance with an assessment of client basic information needs.

The minimum and maximum levels for each service represent the minimum and maximum time our clients can expect to wait to receive a particular service. The service levels must be dynamic and so will be adjusted in accordance with experience, the results of the assessment period and the contributions of all Civil Aviation regions and directorates. The service levels are a tool for promoting and achieving a shared commitment with clients and partners, as well as continuous improvement of operations. They will prove to be an effective tool for more evenly distributing the workload of inspectors.

POLICY

The specified service levels (number of days required for service delivery) do not include time spent waiting for documents, forms and applications that must be provided by clients in order for the Department to provide services.

The count begins once the inspectors have received all pertinent documents and all applicable fees have been paid. A response or approval will be delayed if the documents required, including documents required for cross-checking, are not received. It is important for clients to understand that all documentation that is submitted in support of a requested service must be technically accurate and in compliance with the regulatory requirements of the submission being made. If these conditions are not met, then the submission will be returned to the client for correction. It is beyond the scope of Transport Canada, Civil Aviation to provide quality assurance services to the industry.

“Days” refers to calendar days and not business days.

The count restarts at zero each time a new submission is made.

Minimum time required assumes a normal workload and the availability of sufficient human resources. Special industry and other events may affect service delivery time. When Transport Canada is unable to meet a maximum service level, clients and applicants will be advised as soon as possible following the initial request. The minimum service levels indicated assume the absence of any delays in coordinating with the other sections and divisions.

Service levels will be adjusted as required.

CONCLUSION

This Advisory Circular remains in effect until further notice.

Michel Gaudreau
Director
Commercial & Business Aviation