Complaint Types

Regulatory complaints

CFIA decision challenge

These complaints are lodged primarily by regulated parties because they disagree with a decision taken by CFIA staff. Often these relate to specific operational decisions.

Policy challenge

Unlike decision-specific challenges, these complaints relate to industry dissatisfaction with the overall impact of a CFIA program, policy or regulation.

Service complaints

Delays

Complaints that the CFIA was delayed in providing a service.

Behaviour/attitude of staff

Complaints of inappropriate treatment received from CFIA staff, such as rude or demeaning treatment, the use of inappropriate language, wrongdoing, or poor attitude.

CFIA errors

Complaints that CFIA employees have misinterpreted policies or procedures, have been inconsistent in policy application, or have made mistakes in paperwork or procedures.

Lack of service orientation (including provision of information)

Complaints that a CFIA program or process has been administered in a manner that is not client-focussed.

Classification of Outcomes

Outcomes are determined when a file is closed. The determination is based on the root cause of the issue.

For example, if the original complaint indicates a lack of service orientation on the part of the CFIA but the underlying cause is determined to be a CFIA decision that the regulated party is not happy with, the complaint may be classified as regulatory since that is the root cause for the complaint.

Regulatory outcomes

Upheld

This category is used for complaints that are based on a challenge of a decision taken by the CFIA which is based in regulation or on a policy or program. The decision to uphold a complaint is made after the CFIA Complaints and Appeals Office reviews the details of the case with the complainant and the appropriate CFIA specialists.

Reconsidered/Amended

This category is used for complaints where the CFIA Complaints and Appeals Office has asked the CFIA to review a certain case, usually because new information has surfaced which may impact the original decision taken by the CFIA. In these cases the CFIA considers the details of the case and, based on new information or an error associated with the original decision, decides to reconsider or possibly amend the original decision.

For example, a decision to issue a Corrective Action Request to a business or hold a product shipment may be changed by the CFIA based upon review.

A determination of Reconsidered/Amended is also issued when the Complaints and Appeals Office facilitates a path forward between the CFIA and the complainant.

Service

Unfounded

This category is used when the CFIA Complaints and Appeals Office determines that a complaint about CFIA service is unfounded. The CFIA may still have taken steps to address any misunderstandings or information requests that pertain to the case.

Founded

This category is used when the CFIA Complaints and Appeals Office determines that a service complaint is founded. Generally, the CFIA will have taken steps to address the situation and/or prevent a similar situation from occurring in the future.

Inconclusive

This category is used when the CFIA Complaints and Appeals Office conducts a review but cannot arrive at a clear decision as to whether a complaint is founded or unfounded, based on the information provided. For example, a determination of Inconclusive is appropriate when information provided by the complainant is completely opposite to the details provided by the CFIA officials.

Regulatory and Service

No review/withdrawn

This category is used for complaints that do not fit the criteria for review by the CFIA Complaints and Appeals Office, or when the complainant withdraws the complaint.

Note: These definitions do not constitute legal definitions (there are no legal actions associated with these terms). They are based on a CFIA administrative redress policy.