CCI will maintain an Overall Client Satisfaction rating of 95% (i.e. 95% of clients will be satisfied or very satisfied with the service they received from CCI), based on the following 11 quality parameters:

• application process
• acknowledgement of the initial request
• explanation of fees
• explanation of service to be provided
• communication during the project
• promptness of service
• quality of service
• usefulness of service
• quality of written material provided (e.g. report)
• dealings with staff (friendly, courteous, and helpful)
• overall value

The Client Satisfaction rating for each individual parameter will not be less than 90%.

Response to scientific or technical advice:
CCI will respond to scientific or technical advice within 2 working days when queries are submitted:

• via our Contact Us form or by telephone at 613-998-3721 (option 7) or 1-866-998-3721 (option 7) or by e-mail at cci-icc.services@pch.gc.ca
• Note: CCI may require additional time to respond to some enquiries for scientific or technical advice, depending on the nature of the request.

Response to new requests:
CCI will respond to new requests for equipment loans within 3 weeks of receipt. Clients will be told at that time if their request has been accepted, and what terms, conditions, and fees (if any) will apply.

Condition of equipment:
CCI will test and calibrate equipment prior to shipping, and will use packaging material and procedures that keep the level of malfunctioning equipment at destination below 5% of all shipments.