ACOA’s service standards

A service standard is a public commitment to a measurable level of performance that clients can expect under normal circumstances.

The Atlantic Canada Opportunities Agency is committed to providing quality service to all applicants and funding recipients. When you contact any of our ACOA offices, you will find knowledgeable and courteous staff who are dedicated to meeting your business needs. The Agency has set three service standards for the timely and accurate delivery of program-related services.

Our results

The following results are based on applications that were received between April 1, 2019 and March 31, 2020:

Regional Economic Growth through Innovation 
Acknowledgement
(within 10 days)
Evaluation decision
(within 75 days)
Payment decision
(within 25 days)
Target 90% 90%
90%
Results
2019-20
97% 74% 92%
Business Development Program 
Acknowledgment
(within 10 days)
Evaluation decision
(within 75 days)
Payment decision
(within 25 days)
Target 90% 90% 90%
Results
2019-20
94% 74% 88%
Innovative Communities Fund 
Acknowledgment
(within 10 days)
Evaluation decision
(within 75 days)
Payment decision
(within 25 days)
Target 90% N/A 90%
Results
2019-20
97% N/A 88%
Atlantic Innovation Fund 
Acknowledgment
(within 10 days)
Evaluation decision
(within 75 days)
Payment decision
(within 25 days)
Target 90% N/A
90%
Results
2019-20
100% N/A 86%

Your co-operation

Meeting these service standards is a shared responsibility. To help us offer the best possible service, we rely on you to provide complete and accurate information. Incomplete applications or claims, or any delays in providing additional information, may impact the time to complete your requests.

Our commitment

ACOA, through our knowledgeable and professional staff, is committed to providing you with excellent service that meets your needs.

When you contact ACOA, you can expect us to adhere to the following service principles:

We’d like to hear from you

To better understand your needs, we encourage you to share your views on our service. Your comments and suggestions on what we have done well and how we might improve can be sent to ACOA.information.APECA@canada.ca, or write to us at:

Programs Support Unit
Atlantic Canada Opportunities Agency, Head Office
644 Main Street
P.O. Box 6051
Moncton, New Brunswick
E1A 7R4

(Remember that messages you send by e-mail may not always be secure, so you should not send any confidential information to us by e-mail.)

[1] This service standard applies to the Business Development Program and the Regional Economic Growth through Innovation.

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