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 general questions or update inquiries:
CCI will respond to general questions or update inquiries related to this service within 2 working days when queries are submitted:

• to Client Services by telephone or e-mail (cci-icc_services@pch.gc.ca)
• through online forms on CCI’s main Web site or the “Preserving my Heritage” site

Response to new requests:
CCI will respond to new requests 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.