General Services

2017-18

2016-17

2015-16

2014-15

2013-14

2012-13

2011-12

Service	Standard	Target (%)	2017-18 Actual (%)
Telephone	All calls will be answered by the third ring during core business hours or directed to voicemail.	100	98
Telephone	All calls will be returned by the next business day.	100	67
Correspondence	Correspondence will be answered within 15 business days of receipt.	100	100
Correspondence	If a conclusive response is not possible within the standard time, an interim acknowledgement will be provided within 5 business days of receipt.	100	99
Quality Service Complaints	Complaints received in writing or through our website where a reply is requested and contact information has been provided will be acknowledged within 5 business days.	100	100
	Complaints received in person or by telephone where a reply is requested and contact information has been provided will be acknowledged within 2 business days.	100	100
	Complaints will be concluded within 15 business days of receipt.	100	100
Sectoral Complaints	Complaints regarding one of the sectors that FSCO regulates will be acknowledged within 5 business days.	100	92
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 150 days.	90	Not available
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 365 days.*	98	Not available

FSCO continues to be committed to delivering high quality customer service. Going forward, FSCO will make efforts to review the tools and supports required to achieve its performance standards. Sectoral complaints data will be available in the second quarter of 2019-20.

Service	Standard	Target (%)	2016-17 Actual (%)
Telephone	All calls will be answered by the third ring during core business hours or directed to voicemail.	100	100
Telephone	All calls will be returned by the next business day.	100	71
Correspondence	Correspondence will be answered within 15 business days of receipt.	100	100
Correspondence	If a conclusive response is not possible within the standard time, an interim acknowledgement will be provided within 5 business days of receipt.	100	100
Quality Service Complaints	Complaints received in writing or through our website where a reply is requested and contact information has been provided will be acknowledged within 5 business days.	100	100
	Complaints received in person or by telephone where a reply is requested and contact information has been provided will be acknowledged within 2 business days.	100	N/A
	Complaints will be concluded within 15 business days of receipt.	100	100
Sectoral Complaints	Complaints regarding one of the sectors that FSCO regulates will be acknowledged within 5 business days.	100	100
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 150 days.	90	88
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 365 days.*	98	98

* Results for the 365-day standard on Sectoral Complaints will not be available until Q2 of fiscal 2018-19.

FSCO is considering new ways to realign resources that would improve response times and better enable us to achieve target call return standards going forward.

Service	Standard	Target (%)	2015-16 Actual (%)
Telephone	All calls will be answered by the third ring during core business hours or directed to voicemail.	100	100
Telephone	All calls will be returned by the next business day.	100	72
Correspondence	Correspondence will be answered within 15 business days of receipt.	100	100
Correspondence	If a conclusive response is not possible within the standard time, an interim acknowledgement will be provided within 5 business days of receipt.	100	100
Quality Service Complaints	Complaints received in writing or through our website where a reply is requested and contact information has been provided will be acknowledged within 5 business days.	100	100
	Complaints received in person or by telephone where a reply is requested and contact information has been provided will be acknowledged within 2 business days.	100	100
	Complaints will be concluded within 15 business days of receipt.	100	100
Sectoral Complaints	Complaints regarding one of the sectors that FSCO regulates will be acknowledged within 5 business days.	100	96
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 150 days.	90	89
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 365 days.	98	95

Service	Standard	Target (%)	2014-15 Actual (%)
Telephone	All calls will be answered by the third ring during core business hours or directed to voicemail.	100	100
Telephone	All calls will be returned by the next business day.	100	65
Correspondence	Correspondence will be answered within 15 business days of receipt.	100	100
Correspondence	If a conclusive response is not possible within the standard time, an interim acknowledgement will be provided within 5 business days of receipt.	100	99
Quality Service Complaints	Complaints received in writing or through our website where a reply is requested and contact information has been provided will be acknowledged within 5 business days.	100	86
	Complaints received in person or by telephone where a reply is requested and contact information has been provided will be acknowledged within 2 business days.	100	100
	Complaints will be concluded within 15 business days of receipt.	100	79
Sectoral Complaints	Complaints regarding one of the sectors that FSCO regulates will be acknowledged within 5 business days.	100	89
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 150 days.	90	89
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 365 days.	98	97

Service	Standard	Target (%)	2013-14 Actual (%)
Telephone	All calls will be answered by the third ring during core business hours or directed to voicemail.	100	100
Telephone	All calls will be returned by the next business day.	100	74
Correspondence	Correspondence will be answered within 15 business days of receipt.	100	100
Correspondence	If a conclusive response is not possible within the standard time, an interim acknowledgement will be provided within 5 business days of receipt.	100	97
Quality Service Complaints	Complaints received in writing or through our website where a reply is requested and contact information has been provided will be acknowledged within 5 business days.	100	67
	Complaints received in person or by telephone where a reply is requested and contact information has been provided will be acknowledged within 2 business days.	100	100
	Complaints will be concluded within 15 business days of receipt.	100	78
Sectoral Complaints	Complaints regarding one of the sectors that FSCO regulates will be acknowledged within 5 business days.	100	81
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 150 days.	90	89
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 365 days.	98	96

General Services
Service	Standard	Target (%)	2012-13 Actual (%)
Telephone	All calls will be answered by the third ring during core business hours or directed to voicemail.	100	100
Telephone	All calls will be returned by the next business day.	100	55
Correspondence	Correspondence will be answered within 15 business days of receipt.	100	95
Correspondence	If a conclusive response is not possible within the standard time, an interim acknowledgement will be provided within 5 business days of receipt.	100	99
Quality Service Complaints	Complaints received in writing or through our website where a reply is requested and contact information has been provided will be acknowledged within 5 business days.	100	70
	Complaints received in person or by telephone where a reply is requested and contact information has been provided will be acknowledged within 2 business days.	100	67
	Complaints will be concluded within 15 business days of receipt.	100	85
Sectoral Complaints	Complaints regarding one of the sectors that FSCO regulates will be acknowledged within 5 business days.	100	92
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 150 days.	90	84
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 365 days.	98	94

General Services
Service	Standard	Target (%)	2011-12 Actual (%)
Telephone	All calls will be answered by the third ring during core business hours or directed to voicemail.	100	100
Telephone	All calls will be returned by the next business day.	100	82
Correspondence	Correspondence will be answered within 15 business days of receipt.	100	92
Correspondence	If a conclusive response is not possible within the standard time, an interim acknowledgement will be provided within 5 business days of receipt.	100	100
Quality Service Complaints	Complaints received in writing or through our website where a reply is requested and contact information has been provided will be acknowledged within 5 business days.	100	78
	Complaints received in person or by telephone where a reply is requested and contact information has been provided will be acknowledged within 2 business days.	100	N/A
	Complaints will be concluded within 15 business days of receipt.	100	72
Sectoral Complaints	Complaints regarding one of the sectors that FSCO regulates will be acknowledged within 5 business days.	100	88
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 150 days.	90	85
	Complaints regarding one of the sectors that FSCO regulates will be concluded within 365 days.	98	95

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