Ontario Government Common Service Standards
In-Person Service Standards
If you visit one of our service locations, you can expect that…
- Core business hours for staff-assisted services will be from at least 8:30 a.m. to 5 p.m., Monday to Friday, unless otherwise posted
- You will be served in order and, where appropriate, you will be informed of the expected waiting time and best times to receive speedier service
Telephone Standards
When you contact the Ontario Government by telephone you can expect that …
- Your call will be answered by the third ring* during core business hours
- You will always have the option of reaching a person and your call will not be redirected more than once
- All calls will be returned by the next business day
Correspondence Standard
When you contact the Ontario Government by fax, mail or email, you can expect that…
- Correspondence will be answered within 15 working days of receipt
Customer Feedback/Complaint Resolution
If you have comments or concerns about our services, we encourage you to let us know and provide us with details at your earliest convenience. You can expect that…
- Your in-person and telephone complaints will be acknowledged within two working days, and we will respond to complaints received by email, mail or fax according to the Correspondence Standard
- We will follow up with any required actions within a specific timeframe
- With each contact, you will have the opportunity to provide feedback on our service
*We strive to answer your calls in person and as quickly as possible but, on occasion, your call may be redirected to our voicemail system resulting in a 4th ring.
