Service Standards

Table of Contents


The service standards to which we are committed ensure equity and accuracy where goods and services are bought and sold on the basis of measurement.

Calibrations

The service standards below exclude the time when Measurement Canada is waiting for a reply from its client.

Activity: Calibrating and/or certifying standards of mass, length, volume, gas flow, pressure, temperature and electricity.

Commitment: Time to calibrate and/or certify varies by standard. We commit that a certificate of calibration will be issued within 60 calendar days of receipt of the standard providing all accompanying documents are complete.

Approvals

The service standards below exclude the time when Measurement Canada is waiting for a reply from its client.

Activity: Testing prototype measuring devices for compliance with legislated requirements and approving them for use in trade.

Commitment: A Notice of Approval will be issued within 90 calendar days of receipt of the application with all appropriate documentation, when a device is found to be in compliance with the requirements and when testing is not required. If testing is required, then 120 calendar days are needed. A Modification Approval Letter will be issued within 30 calendar days of receipt of request.

Requests for approval of measuring devices using new technology that involve the development of legislative requirements and specifications have no limit and are typically multi-year projects.

Inspections

Activity: Inspecting and certifying approved measuring devices before use in trade and throughout their service lifetime.

Commitment: Inspections will be scheduled at a mutually agreed upon time within 5 business days of your contacting the district office. We strive to perform inspections within 10 business days of receipt of your request. Inspections may also be performed by one of our Authorised Service Providers.

Complaints

Activity: Investigating complaints of suspected inaccurate measure.

Commitment: You will be advised of the results of our investigation within 15 business days of our receiving your complaint.

Disputes

Activity: Resolving measurement disputes between purchasers and sellers of electricity and natural gas when a party to the transaction suspects their natural gas or electricity meter is not measuring correctly.

Commitment: We will acknowledge your request for an investigation into the accuracy of your electricity or natural gas meter within 5 business days. Our findings will be communicated to all affected parties within 5 business days of the conclusion of the investigation.

Alternative Service Delivery

Activity: Granting authority to perform inspections.

Commitment: Granting authority to perform inspections requires time and commitment from both parties.

In the case of accreditation, we will:

In the case of registration, we will:

Requests to amend the schedules to accreditation or registration recognition agreements will be reviewed within 7 working days of receipt of a complete request and results will be communicated within 3 working days of completing the review.

Client Satisfaction

Our goal is to provide quality client services. If you have any comments about the service you receive, positive or negative, please speak to the Measurement Canada employee who served you or to his/her direct supervisor. In those circumstances where you feel the service could be improved, the supervisor will investigate and respond to your comments within 5 calendar days following your call.

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