Client Service Centre Products and Services

    The Client Service Centre's Commitment to Serve You

    The Client Service Centre (CSC) is the central point of contact for CIPO's general enquiries. It plays a critical role in disseminating intellectual property (IP) information to clients and to the public. The CSC also provides client-focussed products and services as well as assistance with a wide variety of IP procedures and databases. The CSC strives to provide effective and timely responses to general client enquiries.

    By telephone*

    • We answer your call with courtesy and efficiency and, if necessary, refer you to the appropriate information officer to deal with your enquiry in the official language of your choice.
    • We record all voice mail greetings clearly in both official languages.
    • We listen to voice messages at least once a day and return your call within 1 business day.

    In person*

    • We greet you in the official language of your choice.
    • We provide you with access to an information officer at the Client Service Centre to deal with your enquiry within 5 minutes of your arrival.
    • If you wish to meet with a specialist, you must make an appointment beforehand.

    General mail, email and fax enquiries*

    • We correspond with you in the official language of your choice.
    • We acknowledge general correspondence, email and fax requests within 2 business days of receipt in the Client Service Centre.

    If you wish to formally register feedback concerning any of the products and services offered by CIPO, please complete the Client Feedback form.

    CIPO Client Service Standards

    General Services

    Fee : No cost

    Product or service Response time
    Provide access to an information officer (on site) Within 5 minutes
    Respond to general correspondence, email and fax requests Within 2 business days of receipt in the Client Service Centre
    Respond to voice-mail messages Within 1 business day
    Provide access to automated search tools (on site) Based on the availability of workstations
    Provide access to stored reference documents:  
    On site Within 1 business day
    Off site1 Within 3 business days

    Copies of Documents

    Orders for copies of documents must be made in writing and submitted:

    • online via the CIPO Web site Document Order Form

    Hard copies of orders must include the Fee Payment Form and be submitted:

    • by facsimile through CIPO's central fax numbers: 819-953-CIPO(2476) or 819-819-953-OPIC(6742)
    • by mail or in person, to:
      Canadian Intellectual Property Office
      Place du Portage I
      50 Victoria St., Room C-114
      Gatineau, Quebec
      K1A 0C9
    • in person to one of the regional offices listed in the Correspondence Procedures

    Copy orders with proof of payment will be completed and sent to clients within 3 business days of their receipt at the Client Service Centre.

    Photocopies

    Provide a photocopy of a document on paper, for each page :

    Product or service Fee
    a. if the person requesting makes the copy using the Public Search Room equipment (Fee per page) $0.50
    b. if the Office makes the copy (Fee per page) $1

    Certified Copies

    Send certified copies of documents in paper form, other than a request under Rule 318 or 350 of the Federal Courts Rules

    Product or service Fee
    a. for each certification $35
    b. for each page $1

    Patent — Copy on CD-ROM

    Provide a copy of a document on CD-ROM. See examples of fee calculations of CD-R format

    Product or service Fee
    a. for each request $10
    b. for each patent or application to which the request relates $10
    c. if the copy is requested on a physical medium, for each physical medium requested in addition to the first $10
    d. for each additional 10 megabytes or a part thereof exceeding 7 megabytes $10

    This service will be available only for certain patent documents, applications open to public inspection and granted patents that are already available in the Canadian Patents Database.

    Patent — Status

    Response time: Within 2 business days

    Product or service Fee
    Conduct a status search $15

    Patent — Item 24

    Response time: Within 2 business days

    Product or service Fee
    Conduct an Item 24 search $20

    Patent — Section 11

    Response time: Within 5 business days

    Product or service Fee
    Conduct a Section 11 search $100

    Bulk Data Products

    Yearly subscriptions and Backfile products from our databases are available for Patents, Trademarks and Industrial Design products. For more information, please consult Bulk Data Products.


    * View the Client Service Centre Products and Services list for more detailed information on all products and services and related fees.

    1 Some exceptions may apply if additional delays are encountered when materials are ordered from archives