Our service vision
To provide effective, efficient and client-focused programs and services that contribute to a more competitive, innovative, and diversified northern Ontario economy.
Our pledge
FedNor will serve you in English or French and is committed to delivering services that are:
- High quality: You will receive comprehensive information and services delivered by knowledgeable and courteous staff.
- Accessible: FedNor can be reached by email, mail or phone.
Select your program delivery region to find the officer in your region, for general inquiries contact a regional manager or access the contact information for all our business offices.
- Applications for funding can be submitted through FedNor’s Client Portal, which is available 24 hours a day, seven days a week. You are encouraged to contact a FedNor Officer for advice prior to submitting.
- Timely: You can expect to receive attentive, prompt and responsive services.
Our targets
Acknowledgment of receipt of application
FedNor will acknowledge receipt of an application within three (3) working days of receiving a signed funding application (we aim to meet this standard 90% of the time.)
Application processing time
FedNor aims to process every application as quickly as possible and is committed to providing a decision on your submission within eighty (80) working days of receipt of a fully completed application (we aim to meet this standard 90% of the time.) Multiple factors impact the assessment of an application and each project is assessed against various objective criteria established by each program or initiative. The time taken to assess an application depends on a number of factors including:
- The complexity of the project and completeness of the application;
- Additional regulatory requirements or consultations required;
- The extent to which public funds are available; and
- Whether additional information is needed to properly assess the file.
Payment
FedNor is committed to providing a payment within thirty-five (35) working days of receiving a complete claim including all required claim information, from the recipient (we aim to meet this standard 90% of the time).
For the majority of recipients, FedNor reimburses eligible project costs that the recipient has incurred, in line with their signed contribution agreements.
Once a cost has been incurred and paid by the recipient, the recipient will send a list of these expenses to FedNor. Once the supporting documentation has been verified, FedNor will reimburse the recipient for eligible costs incurred.
The time taken to reimburse a client depends on a number of factors including:
- Whether the appropriate documentation is submitted to support a cost, including the clarity of scanned documents;
- Negotiation of amendments to the agreement;
- Timing of responses related to eligibility of certain items; and
- Peak demand periods such as fiscal year end.
Our results
Annual results for service standards are available in the GC InfoBase.
Service Satisfaction
Your experience matters! Tell us what you think about how we administer our programs — from submitting a funding application, to filing a project claim, to closing out a project or any other aspect of the project life cycle.
Share your feedback by completing the Service satisfaction feedback form.
Every response is carefully reviewed and used to make our processes better for you.