At Your Service Act, 2022

ONTARIO REGULATION 162/24

GENERAL

Consolidation Period:  From April 20, 2026 to the e-Laws currency date.

Last amendment: 111/26.

Legislative History: 111/26.

This is the English version of a bilingual regulation.

Prescribed criteria, service standard

1. The following criterion is prescribed for the purposes of clause (b) of the definition of “service standard” in section 1 of the Act:

1. The standard is approved by the Deputy Minister of the relevant ministry that established the standard.

Service standards

2. Every ministry shall establish service standards in accordance with the following rules:

1. The service standards must be in respect of requests or applications for a permit or licence issued under an Act for which the Minister of the respective ministry is responsible, other than in respect of a permit or licence that is issued by,

i. a Crown corporation, as defined in subsection 1 (1) of the Crown Liability and Proceedings Act, 2019,

ii. a Crown agency, as defined in section 1 of the Crown Agency Act, or

iii. an administrative authority, as defined in section 2 of the Safety and Consumer Statutes Administration Act, 1996.

2. The service standards must relate to a request or application for a permit or licence in respect of a business.

3. If a request or application for a permit or licence may be made by different methods, such as by phone, in person or online, a service standard must be established for each method.

4. A ministry must establish a service standard in respect of a request or application for a permit or licence that the ministry considers to be made in normal circumstances and a different service standard for requests or applications that are not made in normal circumstances.

Note: On July 1, 2026, paragraph 4 of section 2 of the Regulation is revoked and the following substituted: (See: O. Reg. 111/26, s. 1)

4. A service standard may provide that the maximum time period within which a ministry undertakes to respond to a request or application for a permit or licence, make any other decision or perform any other service does not include the time taken, 

i. to complete any action necessary to fulfil the undertaking that is determined by a process, person or entity external to the ministry, or

ii. with respect to any efforts by the Crown to fulfil the duty to consult with Indigenous communities.

5. A ministry must establish a service standard in respect of requests or applications for a permit or licence that the ministry considers to be made in typical circumstances and a different service standard in respect of requests or applications that the ministry considers to be made in circumstances that are not typical.

Publication of service standards

3. (1) Every ministry shall ensure that its service standards are published on a Government of Ontario website.

(2) Every ministry shall publish reports respecting their compliance with the service standards established in accordance with section 2, including the percentage of time the ministry has met those service standards.

(3) The reports mentioned in subsection (2) must be published on or before the last day of January, April, July and October in each year, beginning with the first report on or before July 31, 2025.

Note: On July 1, 2026, subsection 3 (3) of the Regulation is revoked and the following substituted: (See: O. Reg. 111/26, s. 2)

(3) The reports mentioned in subsection (2) must be published,

(a) until July 31, 2026, on or before the last day of January, April, July and October in each year; and

(b) beginning on August 1, 2026, on or before the last day of January and July in each year. O. Reg. 111/26, s. 2.

4. Omitted (provides for coming into force of provisions of this Regulation).