Performance Report
August 1, 2023 through January 31, 2024
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
| Process | Target | Q1 | Q2 | Q3 | Q4 | YTD |
|---|---|---|---|---|---|---|
| Answer phone calls within 120 seconds | 80% | 80.90% | 79.10% | 79.40% | 79.90% | |
| Process written communications within 5 business days | 80% | 33.70% | 84.07% | 96.36% | 75.36% |
Complaint-handling
| Process | Target | Q1 | Q2 | Q3 | Q4 | YTD |
|---|---|---|---|---|---|---|
| Assess complaints to determine if they meet eligibility criteria within 3 business days | 80% | 68.06% | 86.28% | 91.38% | 82.03% | |
| Complaints concluded across all stages within 60 days | 80% | 92.99% | 93.07% | 90.43% | 92.11% | |
| Complaints concluded at Initial Referral stage within 30 days of acceptance | 80% | 92.40% | 95.20% | 95.26% | 94.44% | |
| Proportion of complaints concluded at Initial Referral stage | 86.63% | 86.31% | 80.93% | 84.50% | ||
| Complaints concluded at Conciliation stage within 60 days of referral to Conciliation | 80% | 1.12% | .43% | .66% | .63% | |
| Proportion of complaints concluded at Conciliation stage | 8.90% | 8.84% | 11.91% | 9.95% | ||
| Complaints concluded at Investigation stage within 90 days of referral to Investigation | 80% | 29.71% | 43.95% | 35.21% | 36.81% | |
| Proportion of complaints concluded at Investigation stage | 4.37% | 4.73% | 6.98% | 5.42% |
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