Animal Health and Welfare Branch - Service Standards

Our Mandate

• Advance animal health and welfare and veterinary public health through education, inspection, surveillance, research and emergency preparedness/response.

Our Services

The three main services delivered by the Animal Health and Welfare Branch are Education, Inspection and Licensing.

• Education - Veterinary Science and Policy staff utilize expert networks to develop and deliver the best livestock disease preventive information possible. A central part of this work is currently focused on advancing Biosecurity under Growing Forward Programming.
• Inspection - Under numerous legislative authorities, Veterinary Services Unit staff carry out inspection and enforcement activities in meat plants, deadstock facilities, livestock auction markets, animal research and supply facilities, municipal pound facilities and livestock medicine outlets.
• Licensing - The branch also administers licensing programs under various pieces of livestock and other animal related legislation.

Our Service Principles

When we provide a service to you, we are guided by three key principles which will help us to meet or exceed your expectations.

• We are accountable to you and to the people of Ontario. Programs and services will be delivered according to stated objectives in a consistent manner. We respect your right to privacy and will treat information with confidentiality.
• We are responsive to your needs. We will provide accurate, high quality advice, guidance and information in a timely manner. Information will be clear, up-to-date and easily accessible. We will be transparent in our program guidelines and decision making processes.
• We will be professional in our interactions with you. Our programs will be delivered by knowledgeable and competent staff. You will be treated with respect and courtesy.

Our Service Standards

Subject to operational exigencies, in the ordinary course of business,*

• Regulated deadstock facilities, livestock auction markets, animal research and supply facilities, municipal pound facilities, livestock medicine outlets and; facilities regulated under the Beef Cattle Marketing Act will receive a written report outlining the inspection findings within 30 business days, 90% of the time. In the event that we cannot meet this target, we will notify our clients about when they may expect to receive a report.
• Deadstock facilities, livestock auction markets, livestock dealers, animal supply facilities, and livestock medicine outlets submitting a fully completed new license application will be mailed the license if approved within 30 business days of receipt, 90% of the time.

*While the Animal Health and Welfare Branch fully intends to adopt and meet the service standards set out above, it does not guarantee the same.

Animal Health and Welfare Branch
Veterinary Services and Veterinary Science and Policy Units
These results reflect performance from April 1, 2011 - March 31, 2012.

Feedback/Complaints

We want to provide the best service that we can and your feedback helps us to improve. If you have comments, questions or concerns about our service we encourage you to let us know. Please contact us by calling the Agricultural Information Contact Centre at 1-877-424-1300 or use the Feedback Form or send an e-mail to ag.info.omafra@ontario.ca