Performance Report

August 1, 2018 through October 31, 2018

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% 85.8% 85.8%
Process written communications within 3 calendar days 80% 78.2% 78.2%

 

Complaint-handling

Process Target Q1* Q2 Q3 Q4 YTD
Complaints concluded at Pre-investigation stage within 40 days of acceptance 80% 96.9% 96.9%
Complaints concluded at Investigation stage within 60 days of referral to Investigation 80% 42.9% 42.9%

 

*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.

November 2018