As part of our continuing effort to improve how we deliver our services, the Ministry of Natural Resources (MNR) has developed a service charter and service standards. Both of these initiatives will help you understand what you can expect when you access MNR services.
Our Service Commitment
You Can Expect:
- Fair, courteous and professional treatment
- Accurate information
- Timely responses to requests
- Reasonable access to the appropriate staff
- Consideration for your concerns and opinions
- Referral to an appropriate agency or department if we are unable to assist
For Access to Information and General Services
Information, publications, forms and most hunting and fishing licenses are available Monday to Friday, 8:30 a.m. to 5 p.m. at Service Ontario. Visit their website to find your preferred location http://www.ontario.ca/en/services_for_residents/ONT04_020859. You may also contact the Natural Resources Information Centre at 1-800-667-1940 during the same business hours.
Program Service Standards
Outdoors Card Centre
The Outdoors Card Centre is available to answer your call Monday to Friday, 8:30 a.m. to 5:00 p.m. EST, except on statutory holidays when the Centre is closed. If an agent is not readily available, your call will be placed in a queue and answered promptly (normally within 30 seconds).
During higher-volume periods such as Big Game draw deadlines and season openers, you can expect a longer wait time with an average of two minutes. The best times to call are mid-morning and mid-afternoon, Tuesday through Thursday.
If we are not able to answer your question and must re-direct your call, we will first confirm who is the right person to speak with. In this way your call will be redirected only once.
Youth Employment
The Youth Employment section offers employment opportunities including recruitment, training and development for youth of Ontario.
During our peak season (March to June) we will respond to your telephone or email enquiry within two business days, 8 a.m. to 5:00 p.m. EST, Monday to Friday - except statutory holidays. You can expect a response within one business day between July and February.
Land Information Ontario (LIO)
For Access to Geospatial Information and Services:
LIO provides centralized, authorized access to geospatial data, metadata and imagery through a number of tools and services such as data exchange and licencing. Contact us Monday to Friday, 8:30 a.m. to 5 p.m., at 705-755-1878 or by email at lio@ontario.ca.
OPS Common Service Standards
All ministries have a common set of service standards for telephone, correspondence, and in-person locations.
Accessibility Service Standards
MNR is committed to a barrier-free and accessible workplace, where every colleague and customer is treated fairly, equitably and with dignity. MNR has adopted the government-wide policy for accessible services as created by the Ministry of Government Services. This policy has been prepared to outline what the government must do to comply with the regulation and what our customers may expect from us. This policy also supports the service vision, principles and mandatory requirements of the OPS Service Directive, which is intended to guide ministries in their efforts to meet or exceed customer needs and expectations.
The policy is intended to benefit the full range of persons with disabilities, as defined in the Ontario Human Rights Code. Whether a person's disability is apparent or not, everyone should be treated with courtesy, made to feel welcome, and have their need for accommodation respected whenever they interact with a government service.
The Accessible Customer Service Policy adopted by MNR is available here, in alternate user-friendly formats.
Providing Feedback About MNR’s Accessible Services
All Ministry of Natural Resources (MNR) staff are committed to clear communication, and understanding the concerns of customers, clients and partners, while meeting Ontario Government Common Service standards (see OPS Common Service Standards).
The ministry offers several methods for the public to provide accessibility-related feedback. These methods are consistent with the processes and standards employed in other Ontario government ministries.
Feedback in Person: Customers, clients and partners can provide feedback in-person to staff and managers in most of our ministry office locations. For Ministry locations see the Government Directory.
Feedback in Writing: The MNR has a correspondence unit which handles all written correspondence (including correspondence involving accessibility concerns). The unit also deals with correspondence sent to the Minister and Deputy Minister. For Ministry locations and addresses see the OPS Government Directory. Members of the public can also fax written materials for ministry consideration. The general MNR fax number, managed by the Natural Resource Information Centre is 1-705-755-1677. For other Ministry fax numbers see the OPS Government Directory.
Internet-based Feedback: The MNR website provides several feedback opportunities for customers:
- A feedback form on the “Contact Us” page with a “drop down box” offering a range of topics, including “accessibility” The feedback is directed to staff at the Natural Resource Information Centre (NRIC), who enable a timely and appropriate response (within OPS Common Service Standards). NRIC staff have been fully trained in all aspects of accessibility.
- Feedback forms on many of MNR’s program area Contact Us pages.
- Email the MNR Accessibility Lead, whose name and email appear on the annual 2009/10 accessibility plan. The MNR Accessibility Lead will ensure a timely and appropriate response to any feedback received.
Receiving Feedback Digitally: A customer may drop off or mail an electronic file on a CD to staff as listed in the previous sections. This feedback will be responded to within the timelines specified in the OPS Common Service Standards.
Feedback by Phone: The MNR provides a general toll-free phone number (1-800-667-1940). This phone number is managed by the Natural Resource Information Centre (NRIC). The MNR offers an teletypewriter (TTY) phone number (1-866-686-6072) for persons with a speech/hearing disability. The TTY is managed by staff at the NRIC who have been trained in all aspects of this service.
Phone numbers for MNR managers and staff throughout Ontario are provided in the OPS Government Directory.
MNR Accessibility Lead: The annual 2009/10 accessibility plan provides the name, phone number, fax number and email address of the MNR Accessibility Lead.
Feedback
We value your feedback. To tell us about your service experience, contact us at 1-800-667-1940 or online at http://www.mnr.gov.on.ca/en/ContactUs/index.html .
