Service Standards

What are service standards?

Service Standards state the level of performance you can expect from NRC-IRAP under normal circumstances.

Our staff strive to adhere to the following service standards and principles:

Access

We will respond to your inquiry within two business days.

Advisory Services

Within a confidential environment, we will identify your needs and address them with the highest quality services in a courteous and professional manner.

Results: 2015‑16

In 2015-16, 99% of clients agreed or strongly agreed that IRAP staff were professional and possessed the skills and knowledge required.

Project Development

We will work with you to develop and structure your project in a consultative and timely manner.

Funding Decision

Funding decisions are based on a formal assessment process and are subject to availability of funds. Once we receive a complete proposal and requested documentation, our goal is to provide you with a funding decision within the following time frame:

  • 20 business days for projects with a contribution of $50K or less
  • 30 business days for projects with a contribution of $500K or less
  • 45 business days for projects with a contribution above $500K
Graph of service standards timeframes

Accessible version of the graph of service standards timeframes.

For projects of $50,000 or less, a decision will be made within 20 business days. For projects $500,000 or less, a decision will be made within 30 business days. For projects above $500,000, a decision will be made within 45 business days.

Results: 2015‑16

In 2015‑16, IRAP met its service standard for providing a funding decision in 80% of cases. On average, funding decisions were provided within the following timeframes:

  • 13.5 days for projects with a contribution $50K or less
  • 22.6 days for projects with a contribution of $500K or less
  • There were no online proposals for projects of $500K or more in 2015‑16, therefore there are no measurable service standards.

Payment

We will issue payment within 35 business days, following the receipt of all required documentation and correctly completed claim form.

Results: 2015‑16

In 2015‑16, IRAP met its service standard for payments in 95% of cases. On average, payments were issued in 10 days.

Feedback on services

To send your feedback email service-standards.IRAP@nrc-cnrc.gc.ca.