Service Level Agreement (SLA) Overview

Service Level Agreement (SLA) Overview

The Service Level Agreement (SLA) is MPAC’s promise to deliver timely, accurate and measurable products and services to our municipal stakeholders for the following measures:
  1. Accuracy and Timeliness of Delivery of the Year-End Tax File
  2. Timeliness of Processing Building Permit Notifications 
  3. Timeliness of Delivery of the Quarterly and Preliminary New Assessment Forecasts 
  4. Timeliness of MPAC’s delivery of the New Assessment Report to Municipalities
  5. Processing of Supplementary and Omitted Assessments
  6. Timeliness of Delivery of Monthly PRAN Reports
  7. Timeliness of Delivery of the Severance/Consolidation Information Form (“SCIF”)
  8. Timeliness of Delivery of the Condominium Plan Information Form (“CPIF”)
  9. Timeliness of delivery of completed Tax Applications
  10. Timeliness of Delivery of Completed Vacant Unit Rebate Applications
  11. Response to and Resolution of Municipal Enquiries
The following service levels will be enacted within the SLA at the time of the next province-wide assessment update:
  1. Accuracy of Assessment of Residential Properties
  2. Accuracy of Assessment of Farm Properties
  3. Accuracy of Assessment of Multi-Residential Properties
  4. Accuracy of Assessment of Commercial and Industrial Properties

    • Related Articles

    • Missed SLA Service Levels

      The SLA provides measures to address instances where MPAC fails to meet a Service Level, including: immediate review of reasons for failure;  improved/enhanced communications between MPAC and the municipality to address the problem; and  remedial ...

    • Escalating Missed SLA Service Levels

      If MPAC misses the same Service Level in two consecutive Measurement Periods or any Service Level that has a Measurement Period of one year or longer, the issue is brought to the attention of MPAC's Vice President and Chief Operating Officer, as well ...

    • SLA Product Overview

      The following is a list of SLA (Service Level Agreement) products: SLA - Year End Tax File Delivery (YETF) SLA - Preliminary New Assessment Forecast (SLAPNA) SLA - Quarterly Assessment Forecast (SLA_QAF) SLA - Supplementary and Omitted Assessments ...

    • Importance of the SLA

      The SLA clarifies roles and responsibilities between MPAC and municipalities in 14 key service areas and makes sure that municipalities have a clear understanding of MPAC’s assessment products and services. With a better understanding of delivery ...

    • SLA Reporting Tool Homepage

      Only active service levels are presented in the Reporting Tool and a municipality is only able to see reporting for their municipality with one exception. An upper tier municipality can see their reports as well as reports for their lower tier ...