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.
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% |
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