Frequently Asked Questions - Service declaration and service standards
What is CIC’s service declaration?
CIC’s service declaration outlines our service commitments, provides an overview of the services and programs we are responsible for. The service declaration is part of a larger initiative that includes service standards and an e-consultation tool applicants can use to comment on the service declaration and the service standards.
What are CIC’s service commitments?
Under its service commitments, CIC commits to do the following:
- explain clearly what applicants need to know and what they have to do;
- make decisions that are fair, reasonable and explained to applicants with respect to the applicable laws;
- treat applicants with courtesy and respect;
- protect applicants’ personal information;
- publish processing times; and
- respect service standards.
The service commitments were developed to provide applicants with quality services and programs.
Where can I find the service declaration?
The service declaration is available online.
What are CIC’s service standards?
Our service standards are commitments to a level of service that applicants can expect to receive under normal circumstances. We aim to process 80 percent of cases within these service standards. However, actual processing times may vary.
Why did CIC introduce service standards?
CIC is constantly striving to improve client service standards and make all of its services more accessible and faster while maintaining program integrity. Service standards provide applicants with a greater level of consistency in terms of the timeframes they can expect for service delivery. Furthermore, service standards enhance CIC’s operational excellence and help deliver high-quality results for Canadians.
Why did CIC choose to introduce standards for these specific services and activities?
After a careful review of departmental operations, we chose those services and activities that are measurable, cost effective and stable.
A stable service or activity is one that has had a similar volume over several years, that has not undergone any drastic changes in procedures and that is facing no planned changes in the near future that would affect current processing times.
What are processing times?
Processing times represent the time it took us to process applications in the past. Processing times can vary depending on the flow of applications we receive. This flow can be affected by factors such as incomplete applications, seasonal variations in application intake, implementation of changes in CIC operations or other issues beyond our control. It is important to note that past processing times may not indicate the length of time it will take to finalize applications in the future.
What is the difference between processing times and service standards?
Service standards are commitments to a specific level of service that applicants can expect to receive under normal circumstances.
Processing times represent the time it took us to process applications in the past.
Does CIC report on whether or not the Department meets its service standards?
Yes, CIC reports on the Department’s performance. View the report on service standards
What happens if CIC doesn’t meet its specified standards?
We monitor our progress on meeting the service standards throughout the year. At the end of each year, we report on our progress in CIC’s Departmental Performance Report and provide an explanation if we have not met a standard. We modify our operations and review the service standards, as necessary.
Do the service standards apply to applications received before a service standard came into effect
Yes, service standards apply to all existing and new applications.
How does CIC use the feedback provided through the e–consultation tool?
We use the comments to ensure that applicants understand the content we have posted and that they find it helpful. We will publish the results regularly on CIC’s website.
Why has CIC switched from business days to calendar days to communicate its service standards?
CIC has switched from business days to calendar days to provide clarity and to simplify the communication of its service standards. Calendar days are more meaningful, with no need to account for public holidays or weekends while allowing for fair and transparent process planning and tracking.