Statement of Services to our Clientele

Our Values

The values prioritized by La Financière agricole include collaboration, discipline, fairness, excellence and respect.

Our Client-Focused Approach to Service

Recognize, understand and accompany clients in a simplified process to develop their business

Our Commitments to You

Quality Services

We are committed to:

Offering you financing, insurance and income protection products tailored to the evolution of your operation's needs and to market requirements;
Maintaining efficient and effective management of our programs enabling you to benefit most from their advantages;
Processing your file in a simple, equitable and confidential manner;
Offering you the expertise of a qualified staff, having received proper and recognized training and able to help guide your operation's growth, competitiveness and sustainability;
Informing you of the stages involved in processing your applications and abiding by the deadlines agreed upon.

Staff Courtesy and Professionalism

We are committed to:

Receiving you with respect and courtesy, because we recognize the importance of the human dimension in our business relations;
Listening to your needs in order to propose concrete solutions;
Accompanying you with a professional, responsible and personalized approach;
Informing you of any changes or new enhancements in our programs and services;
Diligently explaining the decisions rendered in your file.

Simplicity of Services

We are committed to:

Communicating all relevant information to you in a clear and simple language;
Simplifying the procedures involved in processing your file;
Handling any dissatisfaction or request for a review of your file in a simple, equitable and confidential manner.

Accessibility of Services

We are committed to:

Offering our expertise and our programs at our service centres, every day of the week, from 8:30 to 12:00 noon and from 1:00 to 4:30 p.m. or, if need be, directly at your operation;
Making available reliable information and secured access to your on-line file at all times on our website;
Facilitating access by disabled persons to our different services.

Service time
Type of service	Target
Returning calls	90% within 2 days
Answering e-mails	90% within 2 days
Confirming appointments	90% within 2 days
Making compensation payments under crop insurance coverage (individual)	90% in under 30 days
Processing files for a stabilization insurance advance or final payment	98%
Issuing the Calculation of Program Benefits Notice (AgriStability and Agri-Québec Plus)	75% in under 75 days
Transmitting the Deposit Notice (AgriInvest and Agri Québec)	80% in under 45 days
Issuing a Loan Guarantee Certificate	80% in under 14 days
Answering a grant application	80% in under 20 days

Your Responsibilities

To fulfill our commitments, we count on you to:

Provide us, within the time frames allowed, with the relevant information and documents we need in order for you to enrol in our programs. This way, we can draw up a clear and accurate contract;
Inform us of any changes in your situation;
Fulfil all your obligations under the programs in which you are enrolled;
Stay informed about your operation's risk management through the information we make available and the expertise of our advisors.

Our Results are Public

Every year, we publish our annual management report on our website, giving an account of how we achieve our objectives. We also undertake a survey of our clients' satisfaction with regard to our products and services every year.

In addition, we urge you to share your suggestions and comments with us, since they will help us better understand your expectations and direct our interventions.