Normal Farm Practices Protection
Board - Service Standard Policy
Table of Contents
- Service Standard Policy
- Public Complaints Policy
This Service Standard Policy is prepared in accordance with section
5 of the Adjudicative Tribunals Accountability, Governance
and Appointments Act, 2009. The Act prescribes that the Service
Standard Policy contain the following:
The service standard policy must contain,
A statement of the standards of service that the tribunal
intends to provide;
A process for making, reviewing and responding to
complaints about the service provided by the tribunal; and
Nothing in the service standard policy shall be interpreted
A process or remedy available under the Ombudsman
A right of appeal from decisions of the tribunal available
under any Act; or
Service Standard Policy
The Normal Farm Practices Protection Board (Board) is a quasi-judicial
adjudicative board committed to providing a fair hearing and decision
process to all parties involved in disputes regarding normal farm
practices. The Board operates within the context of a professional
and accountable public service, and is committed to providing
a high standard of service to the public.
From time to time, the Board may receive complaints about the
quality of service related to its practices, or the conduct of
Board members or staff. This policy outlines the Board's service
standards for communication between the Board and the public,
and informs the public about the Board's process for responding
Correspondence: Written correspondence (mail, e-mail or
fax) will be acknowledged within 15 business days.
Telephone: Telephone calls will be returned within one
business day. Voicemail messages will provide an option for reaching
an alternate staff person to assist.
In-person service: Core hours for staff assisted service
is 8:30 am to 5:00 pm.
Applications for hearings: Applicants will be informed
whether their application for a hearing has been accepted by the
Board within 20 days, beginning with the receipt of a complete
application that meets Board requirements. To assist the applicant,
the Board has provided full application forms showing all the
required information on the Board web
Issue of Board decisions: Following completion of a hearing,
the Board will issue its written Decision with reasons to the
parties according to the following schedule:
Hearing lasting less than 5 days: Decision issued within
60 business days
Hearing lasting 5 to 20 days: Decision issued within 90 business
Hearing lasting more than 20 days: Decision issued within
120 business days
Document of the Normal Farm Practices Protection Board is
published on the Board website.
Public Complaints Policy
The Normal Farm Practices Protection Board (Board) is committed
to providing quality service to the public.
- The Board is open and honest in its behaviour, responsive
to change, and committed to continuous self-improvement and
- The Board will make every reasonable effort to resolve an
issue in a fair, consistent manner and is committed to effective
relationships with the general public, clients and other staff
within and across ministries, and with elected officials.
From time to time, the Board may receive complaints about the
quality of service related to Board policies and procedures, the
application of those policies and procedures or the conduct of
the Board members and staff. The purpose of this policy is to
create a transparent and fair method of responding to public complaints.
Important Points about the Policy
- Dissatisfaction with the outcome of a decision is not a complaint.
Such an issue cannot be resolved by the Board directly. The
complaint procedure is not another form of reconsideration,
appeal or judicial review.
As part of the Board's commitment to service quality, the Board
will accept complaints from the public about quality of the Board's
service. Persons who can make a complaint include a party to a
Hearing; a party's representative, a witness; or any member of
the public who has dealt with the Board on the issue.
- Where possible, complaints will be addressed immediately.
However, some complaints may require more effort to address.
The Board Secretary will acknowledge verbal or telephone complaints
within two business days, and complaints received by mail, email,
fax or CD within 15 business days.
- If the complaint cannot be resolved immediately, the acknowledgement
will indicate when it will be resolved.
- The Board will respond to your complaint and make every reasonable
effort to resolve it in a fair and consistent manner.
This policy does not affect your right to raise your concerns
with the Ombudsman of Ontario if you are dissatisfied with the
responses provided by the Board.
Board Complaints Procedure
Confidentiality: Complaints are kept strictly confidential,
with one exception: thorough and fair review of a complaint involving
a Board or staff member will include disclosure to the member
of all details of the complaint, including the source of the complaint.
Making a Complaint about Agency Policies and Procedures
- Take your complaint to the Board Secretary. If the Secretary
cannot resolve it, the Secretary will take it to the Chair.
The Secretary's contact information is shown below.
Making a Complaint about the Secretary
- You can raise a complaint about the Secretary directly with
the Secretary. If you do not receive a satisfactory response,
you can refer the complaint to the Manager, Support Services (contact information below).
You can also bypass the Secretary and take the complaint directly
to the Manager.
Making a Complaint about a Board Member (other than the Chair)
- If you have a complaint about the conduct of a Board member
while the Hearing is in process, take it to the Board Secretary.
Except in unusual circumstances, the Chair may defer the review
in order to maintain the integrity and impartiality of the Hearing
process. The Chair will provide an initial response within 15
days of receipt of the complaint. The Chair will advise the
Board member, conduct a review and fully respond to the complaint
as soon as, in the Chair's opinion, it is appropriate to do
- If your complaint about the Board member occurs after the
Hearing is finished, or if the Board member is not involved
in the Hearing, the Chair will provide an initial response within
15 days of receipt of the complaint.
- The review of the complaint by the Chair will take the form
of hearing by written submissions. Your complaint should be
fully explained in writing (written submission). Your submission
will be issued to the Board member, who will be required to
submit a written response within ten working days. Your submission
will also be issued to any witnesses identified in your submission,
and they too will be required to submit a written statement
within ten working days. All responses will be forwarded to
you, so that you can, if you wish, respond to them as appropriate.
You must submit your response document within ten working days.
The Chair will then consider all documents submitted and issue
a written decision, with reasons, within 20 working days of
receiving all written submissions.
Making a Complaint about the Board Chair
The Minister or Minister's delegate is the most appropriate
choice for reviewing complaints against the Board Chair. You
can submit the complaint in writing, or in other forms as appropriate
for persons with disabilities, either through the Board Secretary
or directly to the Minister's office. The review may be conducted
by the Minister or his or her delegate.
Normal Farm Practices Protection Board
1 Stone Road West, 3rd Floor
Guelph, ON N1G 4Y2
Board Secretary: Secretary
Manager, Support Survices: Manager (519) 826-3615
125 Queen's Park
Toronto, ON M53 2C7
General Inquiry Client Access Centre
(416) 586-3300 or 1-800-263-1830
For more information:
Toll Free: 1-877-424-1300