Service standards

Table of contents


The service standards to which we are committed ensure equity and accuracy where goods and services are bought and sold on the basis of measurement.

Calibrations

The service standards below exclude the time when Measurement Canada is waiting for a reply from its client.

Activity: Calibrating and/or certifying standards of mass, length, volume, gas flow, pressure, temperature and electricity.

Commitment: Time to calibrate and/or certify varies by standard. We commit that a certificate of calibration will be issued within 60 calendar days of receipt of the standard providing all accompanying documents are complete.

Approvals

The service standards below exclude the time when Measurement Canada is waiting for a reply from its client.

Activity: Testing prototype measuring devices for compliance with legislated requirements and approving them for use in trade.

Commitment: A Notice of Approval will be issued within 90 calendar days of receipt of the application with all appropriate documentation, when a device is found to be in compliance with the requirements and when testing is not required. If testing is required, then 120 calendar days are needed. A Modification Approval Letter will be issued within 30 calendar days of receipt of request.

Requests for approval of measuring devices using new technology that involve the development of legislative requirements and specifications have no limit and are typically multi-year projects.

Inspections

Activity: Inspecting and certifying approved measuring devices before use in trade and throughout their service lifetime.

Commitment: Inspections will be scheduled at a mutually agreed upon time within 5 business days of your contacting the district office. We strive to perform inspections within 10 business days of receipt of your request. Inspections may also be performed by one of our authorized service providers.

Complaints

Activity: Investigating complaints of suspected inaccurate measurements. These types of complaints could involve devices such as scales and gas pumps.

Description: Consumers who feel they have not received fair measure can contact Measurement Canada to file a complaint.

Commitment

Measurement Canada will advise complainants of the results of the investigation within 15 business days of the receipt of the complaint.

Result

For the reporting period of April 1, 2017 to March 31, 2018, this commitment was met 79% of the time.

For the reporting period April 1 to September 30, 2018, this commitment was met 85% of the time.

Disputes

Activity: Investigating complaints of suspected inaccurate measurements. These types of complaints could involve devices such as electricity and gas meters.

Description: Consumers who feel their electricity or gas meter is not measuring accurately, and cannot resolve the issue with their service provider can contact Measurement Canada to file a complaint.

Commitment 1

Measurement Canada will advise complainants of receipt of the complaint within five business days.

Results 1

For the reporting period of April 1, 2017 to March 31, 2018, this commitment was met 82% of the time.

For the reporting period of April 1 to September 30, 2018 this commitment was met 85% of the time.

Commitment 2

Measurement Canada will advise complainants of the results within five business days of the conclusion of the investigation.

Results 2

For the reporting period of April 1 2017 to March 31, 2018, this commitment was met 85% of the time.

For the reporting period of April 1 to September 30, 2018, this commitment was met 91% of the time.

Alternative Service Delivery

Activity: Granting authority to perform inspections.

Commitment: Granting authority to perform inspections requires time and commitment from both parties.

For existing authorized service providers (ASPs), Measurement Canada will provide written notification of the results of a surveillance audit (for accreditation or delegation) or assessment meeting (for registration). This communication will be provided within 30 calendar days following the completion of the audit or assessment.

For organizations seeking to become an authorized service provider, or existing authorized service providers seeking a significant expansion of scope, the process involves multiple steps prior to an audit or assessment being conducted. There is presently no service standard for the whole process. The service standard applies only to the audit / assessment portion. Measurement Canada will provide written notification of the results of an audit (for accreditation or delegation) or assessment (for registration). This communication will be provided within 30 calendar days following the completion of the audit or assessment.

Note: The service standards for accreditation also apply to delegation of authority, as accreditation and delegation activities are typically combined.

Activity: Recognized technician mandatory training

Commitment: Once a candidate has registered for a technical training course, Measurement Canada will advise the candidate in writing, at least 21 calendar days before the scheduled course start date, of the following, as applicable:

Candidates whose course registration is confirmed will be sent a copy of the training material 14 calendar days prior to the course start date.

Client satisfaction

Our goal is to provide quality client services. If you have any comments about the service you receive, positive or negative, please speak to the Measurement Canada employee who served you or to his/her direct supervisor. In those circumstances where you feel the service could be improved, the supervisor will investigate and respond to your comments within 5 calendar days following your call.

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