August 1, 2018 through January 31, 2019
The CCTS is committed to publicly reporting its performance on the measures described in this report to provide greater transparency into the CCTS’ daily activities.
|Answer phone calls within 120 seconds||80%||85.8%||89.5%||79.9%||85.4%|
|Process written communications within 3 calendar days||80%||44.9%||85.7%||36.9%||50.7%|
|Complaints concluded at Pre-investigation stage within 40 days of acceptance||80%||97.0%||97.5%||96.4%||97.0%|
|Complaints concluded at Investigation stage within 60 days of referral to Investigation||80%||42.7%||79.5%||90.3%||72.2%|
*We are responding to a significant increase in the number of complaints (compared to last year) by adding resources to our investigation team. We are keeping customers informed of the status of their complaints throughout the process.