SLA - Urgent vs Non-Urgent Enquiries
Enquiries will be considered urgent under exceptional circumstances. Generally speaking, these are enquiries that will have a material impact on a municipality’s ability to properly bill and collect taxes or which is required for the purposes of answering a question of material interest to a municipality.
Related Articles
Expedite Non-Urgent My Work Enquiries
If your enquiry is time sensitive but not urgent please still submit the enquiry through the 'My Work' portal. You can follow up with an email to your Account Support Coordinator or Account Manager to advise of the time sensitivity. Under the Service ...
Urgent Enquiry Definition
An urgent enquiry is reasonably viewed by the municipality and MPAC as having a material impact on the Municipality’s ability to properly bill and collect taxes or answering a question of material importance at a Council Meeting. A phone call or ...
Municipal Enquiry Categories / Topics with Mandatory & Non Mandatory Fields
The attached chart shows all of the Municipal Enquiry Categories and Topics with a red asterisk (*) indicating mandatory fields:
Monitoring Municipal Enquiries in the SLA Reporting Tool
This service level requires MPAC to acknowledge and resolve non-urgent municipal enquiries within 30 days, and 2 business days for urgent enquiries. The Reporting Tool presents the number of enquiries completed and outstanding during the reporting ...
Why Municipal Enquiries Are Tracked
Tracking ensures that MPAC is responding to municipal enquiries within the Service Level Agreement (SLA) deadlines. MPAC has 30 days to respond to non-urgent enquiries, and 2 business days to respond to urgent enquiries.