Service standards 

The Canada Business Network is committed to providing your small or medium business with high-quality information through service excellence tailored to your needs. Our service standards represent the level of service that we are aiming to provide.

Access

Our services are available:

  • Through our service centres where available1. The centres are open for business Monday through Friday during core business hours2 (excluding statutory holidays).
  • Through the Canada Business website 24/7 at www.canadabusiness.ca
  • Through a national toll free line 888-576-4444, by teletypewriter at 800-457-8466 or by toll free fax line 888-417-0442
  • To people with disabilities
  • In the official language of your choice

Timeliness

We aim to respond to your inquiries as soon as possible, with the following targets in mind.

By telephone:

  • We answer your call within 20 seconds
  • We return your voicemail message within one business day

In-person:

  • Where available, service is initiated within three minutes

By email/fax:

  • We process your inquiry within one business day
  • If you inquiry requires more extensive research, we will provide you with an estimated response time within one business day.

Social Media channels:

  • Blogs, Facebook, Twitter or You Tube inquiries are responded within two business days

Accuracy

  • We will provide you with up-to-date and correct information on federal, provincial and territorial business-related products, programs, regulations and services.
  • We will ensure that our website documents, tools and content are up-to-date.
  • We will provide you with an up-to-date referral contact

Quality of Service

  • We respect your privacy, and will treat you fairly, with courtesy and respect.

Feedback

We welcome your comments, compliments and complaints to improve our services. You may do so through the following channels:

                                                              

1 ON, NB, NS, PEI, NL do not offer in person services
2 Local hours vary from centre to centre. For detailed information on hours of operation, visit our website.

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