Performance Report

August 1, 2022 through April 30, 2023

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. Please be advised that we recently launched new complaint-handling procedures.  We are currently collecting data and will be posting revised performance standards shortly.

Contact Centre/Pre-investigation

Process Target Q1 Q2 Q3 Q4 YTD
Answer phone calls within 120 seconds 80% 83.1% 84.9% 85.5% 84.5%
Process written communications within 3 business days 80% 77.1% 74.1% 82.5% 77.5%

 

Complaint-handling

Process Target Q1 Q2 Q3 Q4 YTD
Complaints concluded at Pre-investigation stage within 40 days of acceptance 80% 91.5% 89.5% 90.1% 90.5%
Complaints concluded at Investigation stage within 60 days of referral to Investigation 80% 90.5% 87.0% 82.7% 86.8%