Provide your feedback to IRAP

The National Research Council Canada’s Industrial Research Assistance Program (NRC IRAP) is committed to being Canada's premier innovation assistance program for small and medium-sized enterprises (SMEs).

Whether it is a potential client seeking information about the program, a client receiving advisory services or a client that has a current contribution agreement in place, our intention is to provide a superior level of service and expertise that has become synonymous with NRC IRAP.

As part of this commitment, we encourage clients to provide both positive feedback and concerns to assist our efforts to continuously evaluate how well we are doing in delivering our services and our commitment to program excellence. This includes a clear, open and transparent process for responding to client concerns so that we can continue to ensure we are meeting expectations and living to our promises.

We have established service standards to ensure that both positive feedback and concerns are handled in a prompt and efficient manner. These procedures are simple and easy for clients to follow and are available in both official languages

Clients can contact NRC IRAP to provide feedback or voice their concerns in the following ways:

  1. You can provide feedback or discuss concerns directly with your Industrial Technology Advisor (ITA);
  2. You can contact local NRC IRAP management, or a region's local Director or Executive Director. Contact information for each of these individuals is available by calling 1-877-994-4727;
  3. You can contact the NRC IRAP Vice-President’s office at NRC.IRAPVPsOffice@nrc-cnrc.gc.ca or through the Feedback form.

Our process for responding to feedback includes a full and fair inquiry of all concerns. A transparent and accountable process includes documenting events and consulting with parties involved in the case. If requested, the process allows for an independent review for unresolved complaints.

The manner in which complaints are handled is consistent with NRC IRAP’s protocols with respect to the handling of clients’ business, scientific and technical information. All complaints are handled in confidence, protecting complainants from discrimination or retaliation and ensuring privacy with respect to personal and financial information.

The success of NRC IRAP hinges on a good relationship with SME clients and this process helps ensure continued service and process improvements and service excellence.

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