User Fees and Regulatory Charges/External Fees

Departmental Performance Report (DPR) 2011‑12 Quick links

User Fees and Regulatory Charges

User Fee: Fees charged for the processing of access requests filed under the Access to Information Act (ATIA)

Fee Type: Other products and services

Fee-setting Authority: Access to Information Act

Date Last Modified: 2012

Performance Standards: : Response provided within 30 days following receipt of request; the response time may be extended pursuant to Section 9 of the ATIA. Notice of extension to be sent within 30 days after receipt of request. NRC's web site provides additional information on the Access to Information Act requirements and NRC's ATIP services, in addition to NRC's Annual Reports to Parliament.

Performance Results: NRC received 67 access to information requests and 34 consultations from other government departments.

User Fees and Regulatory Charges
2011‑12 ($ dollars)			Planning Years ($ dollars)
Forecast Revenue	Actual Revenue	Full Cost	Fiscal Year	Forecast Revenue	Estimated Full Cost
500	520	98,787.50	2012‑13	500	250,000
			2013‑14	500	250,000
			2014‑15	500	250,000

External Fees
External Fee	Service Standard	Performance Results	Stakeholder Consultation
Certified Reference Materials Program	3 business day turnaround time between reception of order and shipping of order	657 of 734 orders (89.5%) were shipped within 3 days of receiving the completed order form from the client. There are a number of factors which have affected performance this past fiscal year, including the fact that NRC did not have a full complement of administrative personnel to respond to orders. Following a number of problem cases with recovery of payments from some foreign clients for certified reference materials, the NRC policy on payment in advance was enforced for all orders from the problem areas. (The NRC policy says that payment in advance can be requested at NRC's discretion.) The policy has reduced the number of accounts going to collection to almost zero.	One comment was received from a satisfied customer (which was the only comment form received). Two complaints were received received regarding broken ampoules. An older packaging method, more time-consuming but effective, was re-implemented to address the problem.
Sale of National Code Documents and other documents	Orders processed (shipped) 1-14 days after receipt of all required information	95% of orders were shipped within the target of 14 days. There were 7,716 orders processed via the virtual store and manually from Publication Sales. Of these, 5,397 were paper copy delivered to the client (of which there were 39 exchanges and/or refunds) and 2,319 were electronic format (of which there were 134 returns). 275 orders were not delivered within the 14 day target due largely to the fact that in 2012, clients were able to pre-order the National Energy Code for Buildings and the National Building Codes Part 4. In these cases, the system recorded the date that quotes were prepared for clients as the order date – which was often 4 to 8 weeks in advance of the order itself. As a result, turn-around time appears inflated and leads to apparent false negatives.	93% of clients indicated satisfaction with the product and services received, with the overall satisfaction measurement being "very good". 134 electronic products were exchanged or refunded due to issues such as the inability to download documents due to IT security issues, inability to manipulate the material to the extent preferred; limited access, etc. 52% of the products exchanged or refunded were PDFs; the remainder were related to on-line subscriptions. In total, this represents 1.7% of total sales.
Fees charged for Parking	3 day turnaround time between request and delivery of parking passes; ongoing monitoring of parking sites.	Of 1,142 requests for parking passes, all were filled on time and regular monitoring of sites took place.	Two requests for further information or review of the parking situation was acted upon promptly and resolved in a respectful and appropriate manner.