CCTS PERFORMANCE REPORT

August 1, 2016 through October 31, 2016

CCTS is committed to publicly reporting its performance on the measures described in this report to provide greater transparency into CCTS’ daily activities.

Contact Centre/Pre-Investigation

Process

Target

Q1

Result

Q2

Result

Q3

Result

Q4

Result

YTD

Answer phone calls within 120 seconds

80%

87.1%

     

87.1%

Process written communications within 3 calendar days

80%

78.1%

     

78.1%

Complaint-Handling

Process

Target

Q1

Result

Q2

Result

Q3

Result

Q4

Result

YTD

Complaints concluded at Pre-Investigation stage within 40 days of acceptance

80%

97.0%

     

97.0%

Complaints concluded at Investigation stage within 60 days of referral to Investigation

80%

89.5%

     

89.5%

November 2016 Ottawa, ON