Contact Centre Service Standards

Our Commitment

These service standards publicly state the level of performance that clients can reasonably expect to receive from the Canadian Institutes of Health Research (CIHR) under normal circumstances.

To deliver high quality responses that meet the needs of our community, we have established standards to ensure we provide knowledgeable, accessible and fair service that is timely, professional and courteous. We strive to continuously enhance our commitment to our community by developing, monitoring, reporting, and improving on these service standards.

Availability

CIHR is committed to providing high quality answers to all inquiries received. To achieve this, CIHR will:

Promptness

Upon receipt, the inquiry is triaged and will be assigned to a Processing Officer.

Depending on the nature of the inquiry, response times will vary, as outlined below.

2019-20

2019-20

Nature of inquiry Inquiry type Response time Targets Actual Results
Apr‑June  July‑Sept Oct‑Dec Jan‑March
System support and access (ResearchNet, Common CV)  Straightforward  Answered within 1 business day of receipt 85% 88% 84% 93% TBD

Funding opportunities (including eligibility and application submissions)

Post-grant/award general inquiries

Other general inquiries

Straightforward Answered within 2 business days of receipt 85% 67% 54% 77% TBD

Policy interpretation

CIHR competition and peer review processes

Complex (requires input from other subject matter experts)  Answered within 5 business days of receipt 85%

NA

new service standard as of Dec 2019

NA

new service standard as of Dec 2019

NA - Oct/Nov

64% - Dec*

TBD

Post-award/grant administration change requests (including transfer of funds between Institutions and maternity, parental, medical or family medical Leave for Grantees) Complex (requires review and approval from other CIHR teams) Answered within 12 business days 85%

NA

new service standard as of Dec 2019

NA

new service standard as of Dec 2019

NA - Oct/Nov

65% - Dec*

TBD

Peer review grievances and inquiries  Complex (requires investigation and approval from multiple areas of responsibility) Answered within 15 business days 85%

50%

Based on previous 5 day service standard

73%

Based on previous 5 day service standard

75% - Oct/Nov

Based on previous 5 day service standard

0% - Dec

(three complex cases)*

TBD

2018-19
Nature of inquiry Inquiry type Response time Targets Actual Results
Apr‑June  July‑Sept Oct‑Dec Jan‑March
System support and access (ResearchNet, Common CV)  Straightforward  Answered within 1 business day of receipt 85% 85% 92% 90% 86%

Funding opportunities (including eligibility and application submissions)

Post-grant/award general inquiries

Other general inquiries

Straightforward Answered within 2 business days of receipt 85% 82% 87% 76% 60%

Policy interpretation

CIHR competition and peer review processes

Complex (requires input from other subject matter experts)  Answered within 5 business days of receipt 85%

NA

new service standard as of Dec 2019

NA

new service standard as of Dec 2019

NA

new service standard as of Dec 2019

NA

new service standard as of Dec 2019

Post-award/grant administration change requests (including transfer of funds between Institutions and maternity, parental, medical or family medical Leave for Grantees) Complex (requires review and approval from other CIHR teams) Answered within 12 business days 85%

NA

new service standard as of Dec 2019

NA

new service standard as of Dec 2019

NA

new service standard as of Dec 2019

NA

new service standard as of Dec 2019

Peer review grievances and inquiries  Complex (requires investigation and approval from multiple areas of responsibility) Answered within 15 business days 85%

80%

Based on previous 5 day service standard

80%

Based on previous 5 day service standard

71%

Based on previous 5 day service standard

41%

Based on previous 5 day service standard

* New service standard as of December 1, 2019.

Achieving these service standards is a shared responsibility between the requestor and CIHR. Requestors must supply all required information in accordance with the relevant CIHR policies and funding opportunity guidelines in order to facilitate processing the inquiry or request as quickly as possible. In the event that an answer cannot be provided within the specified timeframe, CIHR will acknowledge receipt of the inquiry within the designated timeframe and provide an alternate response date.

Please forward any concerns with the quality and promptness of responses to the e-mail below.

Questions or Comments?

For all inquiries please contact us at:

support-soutien@cihr-irsc.gc.ca
Telephone: 613-954-1968
Toll free: 1-888-603-4178

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