New online licensing system

• General
• Internet access and computer skills
• Getting on the system
• Assistance and training
• Licensing transactions and service standards
• Paying fees and printing documents
• System readiness and Service continuity
• Conditions of licence and enforcement
• Representatives
• Technical - Online Licensing System *New

General

Q1. Does the system apply to me?

A1. The system applies to commercial fishing licence holders managed by Fisheries and Oceans Canada, including communal-commercial licences, as well as recreational fishing licence holders in Eastern Canada (Atlantic Canada and Quebec) and registered fish harvesters.

Q2. Will the new licensing system apply to recreational fishing licences in British Columbia?

A2. No. The Tidal Water Recreational Fishing Licence System will continue to be used.

Q3. Why is the Department moving licensing to the Internet when the counter service worked fine?

A3. A growing number of Canadians use web-based systems for a variety of personal and business transactions. Using web-based licensing services will mean that most fishermen will no longer have to drive long distances to get their licences and pay licensing fees.

Internet access and computer skills

Q4. What if I don't know how to use the Internet or a computer?

A4. Basic Internet skills are required to access your account on the system, but using the Internet is very easy – even for those who are unfamiliar with computers. Once your account is accessed the first time, you will also have the option of appointing a representative to manage your payments and to request licence documents and services on your behalf.

Q5. I don't have access to the Internet or an e-mail account. How will I get my fishing licence?

A5. Fishermen will find public access to the Internet at kiosks in libraries and Internet cafés. Service Canada centers also have computer terminals with Internet access.

Fishermen can create an e-mail account free of charge by searching “free-e-mail services” through the Internet search engine on a personal computer or through non-government computers in places such as libraries and Internet cafés.  You can check whether your community (or a nearby community) has access to the Internet by calling 1-877-535-7307.

Fishermen also have the option of appointing a representative to pay their licensing fees using the system, to receive e-mail notifications, or to access the system to download and print their licence or licence conditions. To do this, a fisherman must first register on the new DFO licensing system via the internet.

Q6. What if I need to get or renew a licence but I can't get to a location with the Internet?

A6. Public access to the Internet is available at kiosks in libraries and Internet cafés. Service Canada centers also have computer terminals with Internet access. You can check whether your community (or a nearby community) has access to the Internet by calling 1-877-535-7307.

Fishermen also have the option of appointing a representative to pay their licensing fees using the system, to receive e-mail notifications, or to access the system to download and print their licence or licence conditions. To do this, a fisherman must first register on the new DFO licensing system via the internet.

Support will remain available and all fish harvesters will obtain the licensing services they need in a timely fashion as we transition to the online system. The list of regional contacts available to assist with your request has been posted. Support service may be accessed via e-mail (fishing-peche@dfo-mpo.gc.ca) or toll-free telephone (1-877-535-7307). In-person, by appointment support will also be available, when needed.

Q7. Is an e-mail account mandatory? And, if so, why should I have to pay for that?

A7. Yes, an e-mail account is necessary to access the system. E-mail will also be used by the Department to tell you when you have notifications on the licensing system. If you don't have an e-mail account, you can set one up free of charge with many Internet service providers when you are on a non-government computer that is hooked up to the Internet. To do this, search “free e-mail services” in an Internet browser.

Getting on the system

Q8. How will I access the system?

A8. Access to the new system will require two things: a GCKey user identification (ID) and password; and a unique passcode that DFO will mail to each commercial and communal-commercial licence holder, as well as to an appointed person in each applicable organization.

The passcode will only be used the first time you log in to the new system. You will use your GCKey user ID and password every time you log in (or the GCKey alternative: Sign-In Partner user ID and password).

Q9. When can I expect to go online and renew my licence?

A9. The new national online licensing system will be available for fishermen to use once they receive their passcode.

Q10. When will I receive my passcode to access the online licensing system?

A10. Individual fish harvesters and licence holders will begin receiving their DFO passcode in the mail beginning in April 2013.

Q11. What is the difference between a GCKey and the DFO passcode?

A11. The first time you log in to the new licensing system, you need to connect your GCKey user name and password to the information Fisheries and Oceans has about you as a fish harvester or fishing licence holder. To do this, you will use a unique passcode that will be mailed to you by DFO. Entering the DFO passcode is a one time requirement; afterward, the GCKey user name and password are the only things you need to access your online licensing system account.

Q12. What is GCKey?

A12. GCKey is a Government of Canada credential used to authenticate - or “prove” - the identity of a person over an online system.

Q13. Can I use the GCKey I already have to access the online licensing system?

A13. Yes. If you have already registered for a GCKey to access another Government of Canada online service, you will be able to use the same GCKey user name and password to access the licensing system when it is launched.

Q14. What is a “Sign-In Partner” - and how is this different than a GCKey?

A14. Every time a person wants to access the National Online Licensing System, they will first need to log in using a Government of Canada approved credential (user ID and password). There are two options to choose from: GCKey or a Sign-In Partner.

The Sign-In Partner log in option is made available through SecureKey Concierge, which allows a person to use their online banking user name and password if this person has an account with one of the SecureKey Concierge banking partners (currently: TD Canada Trust, BMO Financial Group, or Scotiabank).

Q15. How do I get my GCKey? Do I need to apply? Will new entrants automatically get one in the mail?

A15. You will be able to create your GCKey user ID and password to access the National Online Licensing System once it is launched.  If you need some help, watch our “Getting your GCKey” video tutorial which takes you step-by-step through the process.

If you have already registered for a GCKey to access other Government of Canada online enabled services, you will be able to use the same GCKey user name and password to access the licensing system when it is launched.

Q16. Will there be one passcode or GCKey for each Band Council (i.e., to serve Aboriginal communities)?

A16. Separate passcodes will be assigned for licences issued to individuals, companies or organizations based on the existing licence holdings. For the most part this will mean one passcode will be issued to each Aboriginal organization or Band Council which, in turn, can set up a representative or representatives to manage vessel designation and requests for their fishing licences.

GCKey is different than the DFO passcode and, like each individual fishing licence holder, an organization will need to identify one individual to register for the GCKey once the new licensing system has been launched. See the answer to Q11 above.

Q17. Will anyone who has three or four licences, perhaps under different entities (e.g., several companies, some personal, etc.) be able to access these under the same password?

A17. Separate passcodes will be assigned for licences issued to individuals, companies or organizations. Therefore, if you have licences under different entities, you will be provided a separate passcode for each entity. You can appoint one representative to handle multiple accounts once you've initially accessed these accounts using your passcode.

Assistance and training

Q18. What if I need help accessing the new licensing system?

A18. The Department posted web tutorials to help fishermen learn the new system. The tutorials include “Getting your GCKey” (Transcript), “Getting familiar with the new licensing system” (Transcript), “Appointing a representative” (Transcript), and “Getting your licence” (covers how to pay fees and print documents using the new system) (Trasncript).

Demonstrations are also being given to fisheries organizations in each Region, and will continue until after the launch. They include training materials for participants to take away.

In addition, assistance through e-mail (fishing-peche@dfo-mpo.gc.ca) or toll-free number (1-877-535-7307) will be available to help fishermen. In-person, by appointment support will also be available, when needed.

Q19. What if I don’t receive my passcode in time to apply for and receive my licence or other licensing services?

A19. If licensing services are required before a fish harvester receives their passcode, Department personnel in regional licensing centers are available to help process these requests through a combination of e-mail, telephone, fax and in-person service, as required.

Q20. How will the Department be providing licensing services that are not available through the online system?

A20.A significant portion of licensing services will be managed through the online licensing system, including licence renewals, payments and printing.

Licensing personnel will be available to process licensing requests not available online through the new system. These requests will be managed in-person through a combination of e-mail (fishing-peche@dfo-mpo.gc.ca) and telephone client support (1-877-535-7307), as well as face-to-face by appointment. A regional contact list has been posted.

Q21. Will the telephone support be capable of understanding regional needs?

A21. Yes, our call agents will be familiar with regional needs and fully integrated with regional licensing processes. For more complex requests or problems, additional research may take place before responding to the initial request or query.

Q22. Would the Department consider having local personnel available to help fishermen get on the system (at least over the first year)?

A22. The Department is equipping each Region with staff dedicated to the licensing system and to assist fishermen, via e-mail and telephone, who need help accessing the system or completing online transactions.

Licensing transactions and service standards

Q23. Will licensing services be available at the counter after April 1?

A23. The national online licensing system will replace traditional service for a significant portion of licensing transactions, including licence renewals, payments and printing. If licensing services are required before a fish harvester receives their passcode, Department personnel in regional licensing centers are available to help process these requests through a combination of e-mail, telephone, fax and in-person service, as required.

Once fishermen receive their passcode, they will be able to access the National Online Licensing System. The new system is supported by a client support service which may be accessed via e-mail (fishing-peche@dfo-mpo.gc.ca) or toll-free telephone (1-877-535-7307). In-person, by appointment support will also be available, when needed.

Licensing personnel will also be available to process licensing requests not available online through the new system. These requests will be managed in-person through a combination of e-mail and telephone client support, as well as face-to-face by appointment, when needed.

Q24. How does someone use the system to request a licence for the first time?

A24. Later in 2013, the online licensing system will be capable of creating accounts for new registered clients, including commercial and recreational fish harvesters. However, please be advised that existing policy requirements for access to the commercial fishery will be maintained.

Until that time, in-person service will be available to process this type of request through a combination of e-mail and telephone client support, as well as face-to-face by appointment and, on a limited basis, over-the-counter at DFO offices.

Q25. At what hours can I access the online system?

A25. The system is available 24 hours a day, 7 days a week.

Q26. Will the Department continue to deliver licence conditions and other documents by mail?

A26. Licence and condition documents will be made available to harvesters through the new national online licensing system. Mail will continue to be used to deliver other types of information.

Paying fees and printing documents

Q27. Will I be able to pay the licensing fees to fish in more than one fishery at the same time using the new system?

A27. Yes. The new licensing system will be capable of processing fees paid for more than one licence.

Q28. How will I pay for more than one licence? Will I have an account number to pay these fees at the bank?

A28. The new online licensing system will be capable of processing payment of licensing fees for multiple licences directly through the system using a credit card or debit (Interac).

Alternatively, you will be able to pay licensing fees at a national bank. This may be done in-person at the bank or using online banking once you have set up Fisheries and Oceans Canada as a payee. You may print an invoice(s) for the fees owed using the new system to bring to the bank if you prefer to pay in this manner. There will be an account number on the printed invoice which will ensure your payment is uniquely linked to your file with the Department. You may also simply bring your account number to the bank when making your payment.

After the bank processes the payment, the new system will notify you that the payment has been received and a credit has been allocated to your online licensing system account. You then need to log in to the system and allocate these credits to a specific licensing fee. Once this has been completed, and the Department has accepted your payment, you will then be able to print your licence(s) from the system.

Q29. How can I trust that the online payments are going to work?

A29. The online payment options on the new licensing system (Receiver General Buy Button and Bill Payment Services) are common services used by federal departments and agencies to accept online payments and securely store related payment information. These services have proven to be convenient, reliable, and secure payment methods for Canadians and businesses to complete their online financial transactions with the Government of Canada.

Q30. Is the system connected to other Government of Canada online systems or services? For example, if a fisherman has a credit on his account but owes taxes to the Canada Revenue Agency – could the licensing account credit be taken by the Agency and applied to taxes owed?

A30. No. This system is for licensing services only.

Q31. Can I print my licence from the online licensing system? If so, what format is the printed version in (e.g., PDF, legal size)?

A31. Yes, you may print your licence from the new system. In fact, you are required to do so (or you may have your representative print the licence and other documents required as per your licence conditions). The format of the printed version depends on the type of documents, but PDF (portable document format) will be available.

Q32. Why does industry have to assume the cost of printing a licence and licensing documentation? What is this going to cost us in terms of getting a printer, paying a printer or even buying print cartridges?

A32. This is the cost of doing business. It is quite minimal to pay for your documents to be printed from an Internet café.

System readiness and Service continuity

Q33. Will this new system be ready for April 1st? We haven't seen what it may look like – or received any training on it.

A33.The licensing system website will be operational for renewal of licenses and vessel registration, payment of licence fees and issuance of licence documents beginning in April 2013.

Demonstrations of the new system began in mid-November and will continue beyond the launch of the system. Training materials, including video tutorials,  have also been posted.

Q34. I need my license urgently and don't have time to get on and learn how to use the new system. What can I do?

A34. The national online licensing system is a new way for fish harvesters to do business with the Department – and to get your licences and licence-related documents. Industry should plan ahead for the licensing needs and take the time to learn the system.

If you have yet to receive your passcode to access the national online licensing system, or if your request is not yet available through the online system, contact your regional office. Department personnel in regional licensing centers are available to help process these requests through a combination of e-mail, telephone, fax and in-person service, as required.

Q35. What if the system is down? How will I ensure I get my license on time?

A35. The national online licensing system is a new way for fish harvesters to do business with the Department – and to get your licences and licence-related documents. Industry should plan ahead for the licensing needs to ensure that they have their necessary documents to take part in their fishery or fisheries.

If the system ever “goes down” it should not be long before it is “back up again”. That said, Department personnel in regional licensing centers are available to help process requests should a technical issue occur through a combination of e-mail, telephone, fax and in-person service, as required.

Q36. What if I don't have my passcode to access the system (i.e., I did not receive one or I have lost my passcode)?

A36. A lost or expired passcode will be replaced by the Department by contacting Client Support at 1-877-535-7307 or fishing-peche@dfo-mpo.gc.ca. Please note that it will take a few days for another one to be mailed to you.

Q37. Would the Department consider issuing all of the licences at the same time to reduce industry's effort to use this system multiple times throughout the year?

A37. There is no change to regulatory, policy or management requirements for the authorization and issuance of fishing licences. As such, not all licences are ready to issue at the same time. Depending on the fisheries a licence holder participates in, there will be a requirement to use the system multiple times throughout the year.

Q38. How will the system handle transactions if a boat breaks down in the middle of a season (e.g., new vessel registrations)?

A38. There is no change to vessel registration requirements in 2013. Until the new system is able to process this type of request through the online system (later in 2013), the fisherman would submit this request to the Department either via e-mail or telephone through the new client support and it would be processed. In some instances, this request may also be handled face-to-face by appointment or, on a limited basis, over-the-counter at some DFO offices.

Q39. Is the system capable of conducting a high number of transactions or, like some other Government of Canada online services, will there be “peak times” when it can't handle everything?

A39. The system will be able to handle a high number of transactions. As the system is rolled out, we will continue to verify its capabilities.

Q40. How will the new system handle backlogs in licensing requests?

A40.A significant portion of licensing services will be managed through the online licensing system in April 2013, including licence renewals, payments and printing.  Department personnel in regional licensing centers are available to help process requests through a combination of e-mail, telephone, fax and in-person service, as required.  The Department is fully prepared to manage backlogs and ensure licensing services are available to fishermen in all situations, including in person appointments as needed to ensure fishermen obtain the timely and effective service they need.

Conditions of licence and enforcement

Q41. How will DFO check industry compliance with at-sea observer costs (which they do as a condition of licence) when this is now being handled by industry?

A41. At sea-observer requirements will continue to be included in licence conditions, and compliance with the requirement will continue to be enforced by Conservation and Protection officers.

Q42. If I can't get on the system, what will happen if I don't have my licence or paperwork?

A42. Individual licence holders and harvesters continue to be responsible to pay the required fees and obtain the documents in accordance with regulatory requirements to participate in fishing activity. DFO is working with industry to ensure that licence documents are prepared and ready for printing with sufficient lead time for harvesters to pay the fees and obtain required documents. For example, service standards for this activity are targeting a two-week lead time. Fishermen should not leave their licensing business to the last minute because if they are unable, for any reason, to fulfill their regulatory requirements – participation in the fishery would be unlawful.

Q43. Will a licence be available to reprint if the harvester loses their licence? What if the licence is lost at sea?

A43. Yes, licences issued through the system can be reprinted. The process for licences lost at sea today will still be in effect after 2013.

Q44. Do I have to print out my licence and licence condition documents – or can I simply store these on an electronic device to have onboard my vessel while fishing?

A44. A paper copy of your licence and licence conditions (and any other required paperwork) must be onboard your vessel during fishing activity to be in compliance with Regulations.

Representatives

Q45. Can a fisherman and his or her representative perform the same transactions?

A45. Yes.

Q46. What services will be available through the online licensing system?

A46. The new online licensing system will be capable of processing the payment of licensing fees, completing renewals for licence, fisher registration, and vessel registration, printing licence conditions and other licensing documents, appointing and managing representatives.