Service Excellence at OMAFRA

Service Principles and Standards

As part of our continuing effort to improve how we deliver our services, OMAFRA has developed service principles and service standards. Both of these initiatives will help you understand what you can expect when you access OMAFRA services. Please feel free to let us know how we are doing by contacting us. We look forward to hearing from you

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.
  

Service Standards

OPS Common Service Standards

All ministries have a common set of service standards for telephone, correspondence, and in-person locations.

Accessibility Service Standards

OMAFRA is committed to a barrier-free and accessible workplace, where every colleague and customer is treated fairly, equitably and with dignity. We are working to ensure our services are accessible.

Under the French Language Services Act, clients have the right to access our services in English or French.

Open for Business Service Standards

Program Service Standards

Programs have developed program specific service standards. You can find service standards here:

• AICC
• Animal Health & Welfare
• Business Development
• Business Management
• Client Services
• Crops
• Environmental Management Branch (Drainage, Farm Implements Registration, Nutrient Management)
• Farm Property Tax
• Food Inspection & Veterinary Inspection & Audit
• Food Safety and Traceability Programs
• Livestock
• Rural Development

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 Research and Innovation Feedback Form or send an e-mail to ag.info.omafra@ontario.ca