National Service Standards
for Utility Service
at
Public Ports and Public Port Facilities

At a public port facility Transport Canada will provide in a reasonable manner, on a 24/7 basis:

• The administrative authority to provide a service to assist in the carrying on of the movement of passengers and goods in a safe and efficient manner while protecting the environment.

• Notification to users and stakeholders within 48 hours of changes to the service or the public port facility that may affect the safe and efficient movement of goods at the public port facility.

• Where advertised, an on-site administrator (wharfinger) to respond to requests/inquiries with in 24 hours.

• On a local/regional/national/international basis representation at meetings/seminars relating to the safe and efficient use of service at the public port facility.

• An enforcement officer to ensure compliance to the
  Canada Marine Act and the regulations made pursuant to this Act.

•  An emergency response plan covering the public port facility.

• Where appropriate an approved marine facility security plan with a qualified Marine Facility Security Officer.

To measure the service being provided, Transport Canada will require the regions to submit on an annual basis a report to Headquarters outlining:

• That the services were provided in a reasonable manner when required/requested.

• That 90% of the notifications were issued within 48 hours after first noting the change in condition of the service.

• Where advertised, that the wharfinger was available to respond to Transport Canada business at the public port facility as required.

• That Transport Canada port official attended local/regional meetings on behalf of the public port facility.

• That enforcement actions were addressed.

• That the Public Port Facility Emergency Response Plans was reviewed and updated.

• That the required public port facilities subject to Part III of the Marine Transportation Security Regulations continue to have a valid Statement of Compliance of Port Facility Certificate and that the mandatory annual security audit has been completed.

Headquarters will consolidate these regional reports and add their input before forwarding to the Deputy Minister.

Disputes relating to the utility service provided by Transport Canada may be handled in the following manner:

• First level:
  Disputes (mostly oral) address to and handled by the onsite administrator (wharfinger).

• Second Level:
  Disputes (both oral and written) addressed to and handled by the regional administrators (Operations staff and Regional Director).

• Third Level:
  Disputes (mostly written) referred from region or addressed directly to and handled by Headquarters administration.

• Final Level:
  Disputes addressed to the Minister of Transport.