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Service standards and results

Our service vision

Provide effective, efficient and client-focused programs and services that contribute to Quebec’s economic development.

Our promise

We are committed to providing quality service:

  • Professional, courteous service
    We will serve you in a courteous and professional manner.
  • Tailored service
    Our advisors are attentive to the particularities of your project or your request for information or advice and they are committed to ensuring that they adequately meet your needs.
  • Accessible and responsive service
    We will serve you in the official language of your choice.
    Our goal is to minimize the time it takes to respond to your request for information or advice.
  • Timely processing of financial assistance applications
    Our goal is to minimize the time it takes to process financial assistance applications and claim payments.
  • Confidential service
    Your file will be handled in a confidential manner.

Our services and standards

Grant and contribution programs

Description :CED delivers grant and contribution programs that primarily target small and medium-sized businesses (SMEs) and economic non-profit organizations (NPOs). We support projects targeting entrepreneurial growth, innovation, diversification and local economic development.

The three main programs through which we deliver our various funding measures are: the Regional Economic Growth through Innovation (REGI) program, the Quebec Economic Development Program (QEDP) and the Community Futures Program (CFP). CED is also called upon to deliver temporary initiatives from time to time.

Service standards and results:

Service standardsFootnote 1

Acknowledgement of receipt
An acknowledgment of receipt and a request for additional information, if required, will be sent within 15 business days of the filing of an application for funding under the QEDP or the REGI.

Decision
The decision in the case of a complete application for funding under the QEDP or the REGI will be made within 75 business daysFootnote 2.

Claim processing
Complete claims associated with the QEDP, the REGI or the CFP will be processed in under 25 business days.

Performance target

The target for achieving these standards is set at 90%.

Results

Annual results for service standards are available in the GC InfoBaseFootnote 3.

Footnote 1: Timelines may vary in the case of calls for proposals processes associated with temporary initiatives.

Footnote 2: Incomplete application: missing information can be submitted within a period of up to 45 days, failing which the file will be closed.

Footnote 3: A service standard simplification and methodology review exercise has been carried out. The standards presented in the above table took effect in 2023-2024. To view the previous service standards and results.

Meeting your needs
If you believe that we have been unsuccessful in meeting our commitment to provide you with quality service, please contact the business office serving your administrative region. If that response is not satisfactory, you may contact the Office for Client Satisfaction.

Media relations

Description : CED responds to media inquiries.

Service standards and results:
Service standards

Timeframes for responding to media inquiries are negotiated on a case-by-case basis. Responses are provided within the timeframe negotiated between the two parties.

The media line and inbox are monitored from Monday to Friday during normal business hours. Evenings, weekends and holidays: an advisor will call you back on the next business day.

Performance target

The target for achieving these standards is set at 100%.

Results

Annual results for service standards are available in the GC InfoBase.
Business information services

Description:CED provides information services to future entrepreneurs and small businesses to support their development. These services include front-line referrals to programs, support resources, regulations and market information on trends and opportunities in their sectors.
Service standards and results:

 

Service standards

 

Acknowledgement of receipt
An email or online acknowledgement of receipt will be sent within 24 hours of the request.

 

Referrals and information on programs
Requests for information through the referral service will receive a reply within a maximum of 2 business days.

 

Market informationFootnote 1
Requests for information through the market information service will receive a reply within a maximum of 5 business days.

Performance target

The target for achieving these standards is set at 90%.

Results

Annual results for service standards will be available in the GC InfoBase.Note de bas de page 2

Footnote 1 : If the request requires more than five business days, the client will be advised of the new timeframe either by email or telephone.

Footnote 2 : The service provided will be assessed regularly to ensure that it meets client expectations, to make improvements if necessary, and to provide the accountability required for this service.

Meeting your needs
If you believe that we have been unsuccessful in meeting our commitment to provide you with quality service, please contact our Office for Client Satisfaction.

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