The Canada Small Business Financing Program (CSBFP) is dedicated to facilitating access to financing for small businesses. In administering the Canada Small Business Financing Act, we, the CSBFP Directorate, are guided by and proudly adhere to the following values:
- Integrity in our actions
- Fairness and Transparency in our decisions
- Respect in our relationships
We strive for excellence in the service we provide to financial institutions and small businesses and commit to meeting the following service standards:
Response to Enquiries
- We will respond to general enquires (e-mail, fax or telephone) by the next business day. General enquiries (received by letter) will be responded to within 5 business days of receipt.
- In the case of more complex enquiries, we will provide, by the next business day, an estimated timeframe for a response.
- Written ruling requests from lenders or lessors will be answered within 3 business days. Where this is not possible, we will provide the requestor with a timeframe for a complete response.
- We will confirm registration of loans within 2 business days of receipt.
- Where a Loan Registration Form is incomplete, we will send a request for the required information within 2 business days of receipt.
Claims for Loss
- We will confirm registration of claims for loss within 2 business days of receipt.
- We will process accurate and complete claims for loss and will communicate the results of our review within an average of 20 business days.
- For files that require more information before we are able to properly review the claim, we will request that the lender provides the necessary information and documentation. We will finalize the review of the claim and inform the lender of our decision within 10 business days of receipt of the required information.
- We will answer all requests for the extension of claims submission dates within 5 business days of receipt.
If you feel that we have not met the service standards described in this document, please let us know by contacting us at the following address:
Industry Canada Canada Small Business Financing Program 235 Queen Street, Ottawa, ON K1A 0H5 Telephone: 1-866-959-1699 or 613-954-5540 Fax: 613-952-0290 Email: firstname.lastname@example.org Hours of Operation: Monday to Friday from 8:30 a.m. to 4:30 p.m. (Eastern Time)
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