Agricorp is continuously trying to improve the service we provide to our customers. We want to hear your feedback. If you have a question or concern regarding a decision on your program file or the service provided, please contact us.
You can contact us by:
How Agricorp handles your concerns
Agricorp delivers agricultural risk management programs to Ontario producers on behalf of the federal and provincial governments. In doing so, we strive to:
- provide helpful, friendly and efficient customer service
- be professional, knowledgeable and fair
- keep your personal information accurate, confidential and secure
- treat all customers consistently and equally
- operate with the utmost integrity.
If you feel we have fallen short on these objectives or handled your account incorrectly, you can provide feedback or express a concern through the contact information above.
What will we do to resolve your concern?
Agricorp employees attempt to resolve all concerns at the first point of contact. There are instances where this is not possible and further review may be required. In these cases, files are escalated to a specialist in the appropriate area to address the concern, such as underwriting, regional services or claims. Agricorp will inform you when this is necessary and the expected next steps. We will provide you with updates throughout the process to ensure you understand the status of the review and that we have all of the relevant information.
If the specialist is unable to sufficiently address your concern, they will escalate the concern to our Program Quality Assurance department for an issue review.
What is an issue review?
Agricorp quality advisors review previous decisions made on your file to ensure all program guidelines, policies and processes have been followed. They also review how your concerns were handled, taking into account any extenuating circumstances that have been identified. In this review customers may request a face-to-face meeting with Agricorp to review their concerns. The process ensures a complete review of your file. Agricorp staff will continue to provide you with updates along the way about your file or concern.
If you disagree with Agricorp's decision
After reviewing your concern or complaint, Agricorp will contact you with a decision about your file. If you still disagree with Agricorp's decision, there are other options available to you.
Dispute resolution processes and timelines are outlined in program documents like the
Production Insurance Contract of Insurance (Part I),
AgriStability Program Guidelines, and the handbooks and guidelines for the
Risk Management Program (RMP). Each program has a specified period of time in which disagreements must be raised. These time lines will be communicated to you as part of the process, but please also review the information in the program documents.
When customers disagree with an Agricorp decision and the internal review process does not resolve their concern, the next step is to contact the
Agriculture, Food & Rural Affairs Appeal Tribunal, the independent body that makes final decisions on disputes between Agricorp and Production Insurance customers. The decisions of this tribunal are binding. More information about this process can also be found in theProduction Insurance Contract of Insurance (Part I).
AgriStability and Risk Management Program
When customers disagree with an Agricorp decision about their AgriStability or RMP file and an internal review does not resolve their concern, they can request a review from the Business Risk Management Review Committee (BRMRC), an advisory agency that reviews all requests and makes non-binding recommendations to Agricorp. To obtain details on how to request a review by the committee please visit the
Request a review page under
AgriStability or one of the
Risk Management Program plans.