Atlantic Canada Opportunities Agency
Symbol of the Government of Canada

ACOA’s Service Standards

A service standard is a public commitment to a measurable level of performance that clients can expect under normal circumstances.

The Atlantic Canada Opportunities Agency is committed to providing quality service to all applicants and funding recipients. When you contact any of our ACOA offices, you will find knowledgeable and courteous staff who are dedicated to meeting your business needs. The Agency has set three service standards for the timely and accurate delivery of program-related services.

Acknowledgement of receipt of application

ACOA will acknowledge receipt of an application within 10 days of receiving a signed application for assistance. ACOA aims to meet this standard 90% of the time.

Evaluation decision[1]

ACOA will issue a written notification of a funding decision (i.e. approval, rejection or withdrawal) within 75 days of receiving a signed and completed application as per the program’s requirements. ACOA aims to meet this standard 90% of the time.

Payment decision

ACOA will render a payment decision within 25 days of receiving a signed and completed claim. The Agency aims to meet this standard 90% of the time.

Service standards results

The following results are based on applications, which were received between April 1st 2018 and March 31st, 2019:

Service Standard    Acknowledgment
(within 10 days)
Evaluation decision
(within 75 days)
Payment decision
(within 25 days)
Atlantic Innovation Fund Target

Results      
2018-19
90%


100%
N/A


N/A
90%


93%
Business Development Program Target

Results
2018-19
90%


97%
90%


76%*
90%


92%
Innovative Communities Fund Target

Results
2018-19
90%


95%
N/A


N/A
90%


94%

*The Agency recently completed a streamlining exercise related to the evaluation of commercial projects that will contribute to the ability to meet this service standard going forward.

Your co-operation

Meeting these service standards is a shared responsibility. To help us offer the best possible service, we rely on you to provide complete and accurate information. Incomplete applications or claims, or any delays in providing additional information, may impact the time to complete your requests.

Our Commitment

ACOA, through our knowledgeable and professional staff, is committed to providing you with excellent service that meets your needs.

When you contact ACOA, you can expect us to adhere to the following service principles:

  • Our staff is available to speak to you from 8:30 a.m. to 5:00 p.m. (Atlantic Time), every Government business day;
  • Our automated services are available 24 hours a day, seven days a week;
  • We provide toll-free phone (1-800-561-7862) and teletypewriter (TTY1-877-456-6500) service from all regions of Atlantic Canada;
  • When appropriate, we will provide you with contact information for the organization that can best assist you;
  • We strive to provide information in the mode of your choice (in person, by fax, mail or e-mail);
  • We provide service in the official language of your choice at most ACOA offices in the Atlantic region.

We’d like to hear from you

To better understand your needs, we encourage you to share your views on our service. Your comments and suggestions on what we have done well and how we might improve can be sent to ACOA.information.APECA@canada.ca, or write to us at:

Programs Support Unit
Atlantic Canada Opportunities Agency, Head Office
644 Main Street
P.O. Box 6051
Moncton, New Brunswick
E1A 7R4

(Remember that messages you send by e-mail may not always be secure, so you should not send any confidential information to us by e-mail.)


[1] This service standard applies to the Business Development Program.