Performance Report

August 1, 2016 through July 31, 2017

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.

Contact Centre/Pre-investigation

Process Target Q1 Q2 Q3 Q4 YTD
Answer phone calls within 120 seconds 80% 87.1% 85.8% 80.7%  84.1% 84.7%
Process written communications within 3 calendar days 80% 78.1% 72.7% 83.4%  89.9% 81.3%

 

Complaint-handling

Process Target Q1 Q2 Q3 Q4 YTD
Complaints concluded at Pre-investigation stage within 40 days of acceptance 80% 97.3% 97.6% 98.3%  97.6% 97.8%
Complaints concluded at Investigation stage within 60 days of referral to Investigation 80% 89.2% 91.7% 95.3%  83.5% 89.7%

 

August 2017 Ottawa, ON