ESDC service performance reporting for fiscal year 2018 to 2019 - Canada.ca

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1 800 O-Canada

Access to a 1 800 O-Canada agent

  • Our standard: 1 800 O-Canada calls for general enquiries are answered by an agent within 18 seconds
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 79.6% of the time

Learn more about 1 800 O-Canada.

Canada Apprentice Loans

Application processing for Canada Apprentice Loan

  • Our standard: Applications are processed within 2 business days
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Payment of Canada Apprentice Loans

  • Our standard: Canada Apprentice Loans are paid within 2 business days
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Canada Apprentice Loan telephone response time

  • Our standard: Canada Apprentice Loan telephone enquiry calls are answered within 20 seconds
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 84.27% of the time

Canada Apprentice Loan email response time

  • Our standard: Applicants are e-mailed within 2 working days of a contact trigger (e.g. error in application, welcome message, application refusal)
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Learn more about Canada Apprentice Loans.

Canada Disability Savings Grant and Bond

Canada Disability Savings Grant and Canada Disability Savings Bond telephone response time

  • Our standard: Canada Disability Savings Grant and Bond telephone enquiry calls are answered within 180 seconds
  • Our target: To meet this standard 95% of the time
  • Our performance in 2018–2019: ESDC met this standard 98% of the time

Canada Disability Savings Grant and Canada Disability Savings Bond voicemail response time

  • Our standard: Voicemail messages are responded to within one business day
  • Our target: To meet this standard 90% of the time
  • Our performance in 2018–2019: ESDC met this standard 99% of the time

Canada Disability Savings Grant and Canada Disability Savings Bond written enquiry response time

  • Our standard: Written enquiries are responded to within five business days
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 94% of the time

Canada Disability Savings Grant and Canada Disability Savings Bond e-mail enquiry response time

  • Our standard: E-mail enquiries are responded to within five business days
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 97% of the time

Learn more about the Registered Disability Savings Plan.

Canada Education Savings Grant and Canada Learning Bond

Canada Education Savings Grant

  • Our standard: Canada Education Savings Grants are paid into a child’s Registered Education Savings Plan (RESP) within 65 days of the subscriber’s contribution if the application is complete and accurate
  • Our target: To meet this standard 95% of the time
  • Our performance in 2018–2019: ESDC met this standard 97% of the time

Learn more about Canada Educations Savings Grant.

Canada Learning Bond

  • Our standard: Canada Learning Bonds are paid into a child’s Registered Education Savings Plan (RESP) within 65 days of requesting the bond, if the child is eligible, and the application is complete and accurate. Then, for an eligible child who continues to qualify, an additional $100 in bond is paid every August.
  • Our target: To meet this standard 85% of the time
  • Our performance in 2018–2019: ESDC met this standard 92% of the time

Learn more about Canada Learning Bond.

Canada Education Savings Grant and Canada Learning Bond telephone response time

  • Our standard: Canada Education Savings Grant and Canada Learning Bond telephone enquiry calls are answered within 180 seconds
  • Our target: To meet this standard 95% of the time
  • Our performance in 2018–2019: ESDC met this standard 99% of the time

Canada Education Savings Grant and Canada Learning Bond voicemail response time

  • Our standard: Voicemails are responded to within one business day
  • Our target: To meet this standard 90% of the time
  • Our performance in 2018–2019: ESDC met this standard 98% of the time

Canada Education Savings Grant and Canada Learning Bond written enquiry response time

  • Our standard: Written enquiries are responded to within five business days
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 98% of the time

Canada Education Savings Grant and Canada Learning Bond e-mail enquiry response time

  • Our standard: E-mail enquiries are responded to within five business days
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 98% of the time

Canada Pension Plan

Canada Pension Plan retirement benefits

  • Our standard: Canada Pension Plan retirement benefits are paid within the first month of entitlement
  • Our target: ESDC aims to meet this standard 90% of the time
  • Our performance in 2018–2019: We met this standard 96% of the time

Accuracy of Canada Pension Plan payments

  • Our standard: Canada Pension Plan payments are accurate
  • Our target: To meet this standard 95% of the time
  • Our performance in 2018–2019: ESDC met this standard 99.8% of the time

Access to a Canada Pension Plan and Old Age Security call centre agent

  • Our standard: Canada Pension Plan calls are answered by an agent within 10 minutes
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 75% of the time

Learn more about Canada Pension Plan.

Canada Pension Plan Disability Benefit

Application for CPP Disability Benefit

  • Our standard: A decision is made within 120 calendar days of receiving a complete application
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 63% of the time

CPP disability benefit for applicants with terminal illness

  • Our standard: A decision is made within 5 business days of receiving a complete terminal illness application
  • Our target: To meet this standard 95% of the time
  • Our performance in 2018–2019: ESDC met this standard 91% of the time

CPP disability benefit for applicants with grave medical conditions

  • Our standard: A decision is made within 30 calendar days of receiving a complete application if you have a grave medical condition
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 84% of the time

CPP disability benefit reconsiderations

  • Our standard: A decision on a reconsideration request is made within 120 calendar days of receiving the reconsideration request
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 70% of the time

Learn more about Canada Pension Plan disability benefit.

Canada Student Loans and Grants

Canada Student Loans Program telephone response time

  • Our standard: Answer telephone enquiries within 20 seconds
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 81.0% of the time

Canada Student Loans Program telephone call blockage rate

  • Our standard: Calls are blocked less than 0.5% of the time
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Canada Student Loans Program written enquiry response time

  • Our standard: Written enquiries are responded to within 10 working days
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Canada Student Loans Program e-mail enquiry response time

  • Our standard: E-mail enquiries are responded to within two working days
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 98.8% of the time

Canada Student Loans Program response time to complaints

  • Our standard: Complaints are responded to in writing within 10 working days
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Processing time for Master Student Financial Assistance Agreements

  • Our standard: Complete and accurate Master Student Financial Assistance Agreements are processed within three working days
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Processing time for incomplete or inaccurate Master Student Financial Assistance Agreements

  • Our standard: Incomplete or inaccurate Master Student Financial Assistance Agreements are actioned within two working days to resolve
  • Our target: To meet this standard 95% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Processing time for borrower requests to change their loan repayment schedule

  • Our standard: Where a borrower requests a change in their loan repayment schedule changes are applied within five working days of receipt of complete and accurate requests
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Processing time for Repayment Assistance Plan applications

  • Our standard:Repayment Assistance Plan applications are assessed within three working days of receipt of complete and accurate information (including all supporting documentation)
  • Our target: To meet this standard 100% of the time
  • Our performance in 2017–2018: ESDC met this standard 99.0% of the time
  • Our standard: Clients are informed of the final outcome of their Repayment Assistance Plan assessment (approved or refused) within two working days of the decision
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Learn more about Canada Student Loans Program.

Employment Insurance

Payment of Employment Insurance benefits

  • Our standard: Applicants receive an EI benefit payment or are notified that they are not eligible for benefits within 28 calendar days
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 80% of the time

Accuracy of Employment Insurance payments

  • Our standard: EI payments are accurate
  • Our target: To meet this standard 95% of the time
  • Our performance in 2018–2019: We met this standard 95.8% of the time

Access to an Employment Insurance call centre agent

  • Our standard: EI calls are answered by an agent within 10 minutes
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: We met this standard 67% of the time

Employment Insurance requests for reconsideration

  • Our standard: EI Requests for Reconsideration are finalized within 30 days of the request being received
  • Our target: To meet this standard 70% of the time
  • Our performance in 2018–2019: ESDC met this standard 71% of the time

Learn more about Employment Insurance.

Grants and Contributions

Acknowledgement of Grants and Contributions proposals

  • Our standard: Grants and contributions proposals are acknowledged within 21 calendar days of receiving the application package
  • Our target: To meet this standard 90% of the time
  • Our performance in 2018–2019: ESDC met this standard 95% of the time

Processing grant and contribution payments

  • Our standard: Our goal is for:
    • Contribution payments are processed within 28 calendar days of receipt of a completed claim package for approved contribution projects
    • Grant payments are processed within 15 calendar days after the approved project start date for approved grant projects
  • Our target: To meet these standards 90% of the time
  • Our performance in 2018–2019: ESDC met this standard 94% of the time

Learn more about Grants and Contributions.

Job Bank for Employers

Validation of employer files

  • Our standard: Accurate and complete employer files are assessed and processed within 5 business days
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Job advertisement postings

  • Our standard: Our goal is–post job advertisements within 2 business days
  • Our target: To meet this standard 100% of the time
  • Our performance in 2018–2019: ESDC met this standard 95% of the time

Learn more about Job Bank.

Job Bank: Job Seekers – Find a Job

Accessibility of www.jobbank.gc.ca

  • Our standard: The www.jobbank.gc.ca website is accessible 24 hours a day, 7 days a week
  • Our target: To meet this standard 99.5% of the time
  • Our performance in 2018–2019: ESDC met this standard 99.5% of the time*

    *Note:

    0.5% downtime is due–planned maintenance

Occupational Health and Safety Compliance and Enforcement

Guidance to questions on regulatory requirements

  • Our standard: Occupational Health and Safety cases are finalized within 120 days (excluding prosecutions, appeals and technical surveys)
  • Our target: To meet this standard 70% of the time
  • Our performance in 2018–2019: ESDC met this standard 79% of the time

Learn more about Occupational Health and Safety.

Old Age Security

Payment of Old Age Security basic benefits

  • Our standard: OAS basic benefits are paid within the first month of entitlement
  • Our target: To meet this standard 90% of the time
  • Our performance in 2018–2019: We met this standard 92% of the time

Accuracy of Old Age Security payments

  • Our standard: OAS, Guaranteed Income Supplement, Allowance and Allowance for Survivor payments are accurate
  • Our target: To meet this standard 95% of the time
  • Our performance in 2018–2019: We met this standard 97.6% of the time

Access to an Old Age Security and Canada Pension Plan call centre agent

  • Our standard: CPP and OAS calls are answered by an agent within 10 minutes
  • Our target: To meet this standard 80% of the time
  • Our performance in 2018–2019: ESDC met this standard 75% of the time

Learn more about Old Age Security.

Passport applications

Passport applications made at a Service Canada Centre - Passport Services

  • Our standard: In-person passport applications made at Service Canada Centre - Passport Services are processed within 10 business days
  • Our target: To meet this standard 90% of the time
  • Our performance in 2018–2019: ESDC met this standard 99.67% of the time

Passport applications made by mail

  • Our standard: Passport applications submitted by mail are processed within 20 business days
  • Our target: To meet this standard 90% of the time
  • Our performance in 2018–2019: ESDC met this standard 99.49% of the time

Passport applications made at a Service Canada Centre

  • Our standard: In-person passport applications made at a Service Canada Centre are processed within 20 business days
  • Our target: To meet this standard 90% of the time
  • Our performance in 2018–2019: ESDC met this standard 99.57% of the time

Learn more about Passport Services.

Principal Publisher (Canada.ca Website)

Accessibility of Canada.ca

  • Our standard: The Canada.ca website is accessible 24 hours a day, 7 days a week
  • Our target: To meet this standard 99.9% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Social Insurance Number

Social Insurance Numbers issued in one in-person visit

  • Our standard: Social Insurance Numbers are issued in one in-person visit (based on complete applications with all supporting documentation)
  • Our target: To meet this standard 90% of the time
  • Our performance in 2018–2019: ESDC met this standard 97.82% of the time

Social Insurance Numbers issued by mail

  • Our standard: Social Insurance Numbers are issued for clients that apply by mail (from inside or outside of Canada) within 20 business days of Service Canada receiving the application (based on complete applications with all supporting documentation).
  • Our target: Target results currently being determined
  • Our performance in 2018–2019: The mail channel service standard is still in development

Newborn Registration Service applications

  • Our standard: Social Insurance Numbers are issued for clients that apply through the Newborn Registration Service within 10 business days of receiving the information from the province of birth.
  • Our target: To meet this standard 90% of the time
  • Our performance in 2018–2019: ESDC met this standard 100% of the time

Learn more about Social Insurance Number.

Temporary Foreign Worker Program – Labour Market Impact Assessments and Labour Market Benefits Plan

Service Standard for the Issuance of Labour Market Impact Assessments and Labour Market Benefits Plan under the Temporary Foreign Worker Program: 10-Day Priority Processing for Certain Occupations

  • Our standard: A decision on an eligible Labour Market Impact Assessments application for highest-demand occupations (skilled trades), highest-paid occupations (top 10% of wages in a given province or territory where the job is created), short duration work periods (120 days or less), or an eligible Labour Market Benefits Plan under the Global Talent Stream, is made with within 10 business days, after receiving the application.
  • Our target: To meet this standard 80% of the time.
  • Our performance in 2018–2019: ESDC met this standard 73% of the time for Labour Market Impact Assessments and 77% of the time for Labour Market Benefits Plans.
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