2023–24 Annual Report of the Canada Energy Regulator – Appendix C: Service Standards Results
Service standards are not set out in legislation, although some of the CER’s service standards apply to applications that are also subject to the legislated time limits.
Service standards are established for service delivery so that applicants and participants know what to expect and the CER’s performance can be measured and reported. They identify specific delivery targets or timelines for key services.
The CER met all service standards measures in 2023-24.
Service Standard |
Measure |
Target |
2023-24 Results |
|---|---|---|---|
Participant Funding |
80% of funding decisions are provided within 30 days of a complete application or applications deadline |
80% |
98% |
Recommendation / Decision following a public hearing |
80% of Reasons for Recommendation / Decision completed within 12 weeks following the close of record of a public hearing (all) |
80% |
100% |
Export Authorizations |
80% of short-term order decisions made within two working days (excludes renewals) of receipt of a complete application |
80% |
99% |
Electricity Export Permits |
80% of decisions released within target following the completion of the Notice of Application/Directions on Procedures period Category A within 40 calendar days Category B within 90 calendar days |
80% |
86% |
Landowner Complaints
|
100% of responses with initial course of action to land matter complaints back to initiator within 10 calendar days |
100% |
100% |
80% of complaints are resolved or closed by the target date from received date: Level 1: within 21 days Level 2: within 180 days | 80% |
100% |
|
Onshore Pipeline Regulations and Processing Plant Regulations Audits
|
80% of draft audit reports will be sent to the audited company within 12 weeks of field work completion |
80% |
100% |
80% of the final audit reports will be sent to the audited company within 12 weeks of receiving the audited company’s comments on the draft report |
80% |
100% |
|
Financial Audits |
80% of draft financial audit reports will be sent to the audited company within eight weeks of field work completion |
80% |
n/a |
80% of final financial audit reports will be sent to the company within three weeks of receiving the audited company’s comments on the draft report |
80% |
n/a |
|
Non-hearing: |
80% of decisions released by the target date from the application complete: Category A within 40 calendar days Category B within 90 calendar days |
80% |
100% |
Canada Oil and Gas Operations Act Applications |
Decisions are made by target date: 80% within 21 calendar days of receiving complete application to drill or alter the condition of a well 80% within 30 calendar days of receiving complete application for geological or geophysical |
80% |
100% |
Canada Petroleum Resources Act Applications |
80% of decisions will be made in 90 days from the day that all information is available to complete the evaluation process |
80% |
n/a |
Library Requests |
90% of requests responded to within one working day |
90% |
98% |
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