2021–22 Annual Report of the Canada Energy Regulator – Appendix C: Service Standards Results

Service standards are not set out in legislation, although some of the CER’s service standards apply to applications that are also subject to the legislated time limits.

Service standards are established for service delivery so that applicants and participants know what to expect and the CER’s performance can be measured and reported. They identify specific delivery targets or timelines for key services.

This year the CER met all service standards measures except for one – the Non-hearing CER Act section 214 service standard. Twelve out of 16 routine application decisions were decided by the target date (75 per cent); however, the performance measure is 80 per cent. Three of the four decisions that missed the applicable service standard were due to company or third-party filings received late in the process. While achieving strong performance overall, the CER will continue to monitor whether company or third-party actions continue to delay efficient processing of files, and if so, whether actions need to be taken to remedy this issue. In addition, focused efforts will continue to further improve efficient execution of CER adjudicative processes.

Standard, measure and target

Standard

Measure

Target

Results

Participant Funding

80% of funding decisions are provided within 30 days of a complete application or application deadline

80%

100%

Recommendation / Decision following a public hearing

80% of Reasons for Recommendation/Decision completed within 12 weeks following the close of record of a public hearing (all)

80%

93%

Export/ Import Authorizations

80% of short-term order decisions made within two working days (excludes renewals) of receipt of a complete application

80%

99%

Electricity Export Permits

80% of decisions released within target following the completion of the Notice of Application/Directions on Procedures period:

  • Category A within 40 calendar days
  • Category B within 90 calendar days

80%

100%

Landowner Complaints

80% of complaints are resolved or closed by the target date from received date:

  • Level 1: within 21 days
  • Level 2: within 180 days

80%

100%

 

100% of responses with initial course of action to land matter complaints back to initiator within 10 calendar days

100%

100%

Onshore Pipeline Regulations and Processing Plant Regulations Audits

80% of draft audit reports will be sent to the audited company within 12 weeks of field work completion

80%

83%

 

80% of the final audit reports will be sent to the audited company within 12 weeks of receiving the audited company’s comments on the draft report

80%

100%

Financial Audits

80% of draft financial audit reports will be sent to the audited company within eight weeks of field work completion

80%

100%

 

80% of final financial audit reports will be sent to company within three weeks of receiving the audited company’s comments on the draft report

80%

100%

Non-hearing:
CER Act Section 214

80% of decisions released by the target date from the application complete:

  • Category A within 40 calendar days
  • Category B within 90 calendar days
  • Category C within 120 calendar days

80%

75%

Canada Oil and Gas Operations Act Applications

Decisions are made by target date:

  • 80% within 21 calendar days of receiving complete application to drill or alter condition of a well
  • 80% within 30 calendar days of receiving complete application for geological or geophysical

80%

100%

Canada Petroleum Resources Act Applications

80% of decisions will be made in 90 days from the day that all information is available to complete the evaluation process

80%

Not applicable

Library Requests

90% of requests responded to within one working day

90%

95%
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