FSCO's Performance Standards

FSCO's Performance Standards detail the approach used in delivering on FSCO's mandate and priorities through linkages between performance measures and the attainment of long-term outcomes. The measures are used to gauge the success of short-to-medium term activities against long-term targets.
 

Service Standards

 
As part of our commitment to high quality, cost effective services to our customers, FSCO will strive to achieve the service standards listed below. 
 
FSCO's services can be broadly grouped under the following functions: 
 

Regulatory Functions:

Enabling Functions:

The service standards have been developed in consultation with affected stakeholders. We will monitor our performance regularly against these standards and report results annually. Where targets have not been met, we review our processes to improve the delivery of our services, and develop mitigation strategies for targets missed by more than five per cent.       

 

Applications and Filings

Automobile Insurance

Service​​StandardTarget
(%)

​Applications for Private Passenger Automobile (PPA) Insurance Rate and Risk Classification Filings (Approved)

 

 

​ ​ ​		​Simplified Filings (changes proposed are in accordance with Simplified Filing Guidelines and CLEAR Simplified Filing Guidelines) that are complete based on documentation requirements set out in FSCO Filing Guidelines, will be reviewed and approved within 30 days, excluding timeout periods.​90
​Standard Filings (changes proposed consists of base rate changes uniform by territory and anniversary rate capping filings) that are complete based on documentation requirements set out in the PPA Major Filing Guidelines, will be reviewed and approved within 45 days, excluding timeout periods.​90
​*Comprehensive Filings (changes proposed include non-uniform base rate changes, changes to differentials and risk classification system changes using company existing modeling techniques) that are complete based on documentation requirements set out in the PPA Major Filing Guidelines, will be reviewed and approved within 60 days, excluding timeout periods.​90
​Complex Filings (changes proposed consists of introduction of predictive modeling) that are complete based on documentation requirements set out in the PPA Major Filing Guidelines, will be reviewed and approved within 90 days, excluding timeout periods.​90

​Application for Third Party Liability Claims

​Accurately completed Form 1 (Payment under Section 7) Applications will be reviewed and processed within 20 days.​85
 

Pension Plans

 Service
Standard
Target
(%)
Applications for Defined Benefit Pension Plans​ ​ ​ ​ ​​Complete and compliant Surplus Applications will be reviewed and approved within 150 business days.95
​Complete and compliant Wind-up Applications will be reviewed and approved within 120 business days.95
​Complete and compliant Transfer of Assets Applications will be reviewed and approved within 120 business days.95​
​Complete and compliant Refund of Employer Overpayment Applications will be reviewed and approved within 90 business days.95​
​Complete and compliant Refund of Member Contribution Applications will be reviewed and approved within 60 business days.95​
Applications for Defined Contribution Pension Plans ​ ​ ​ ​
​Complete and compliant Refund of Employer Overpayment Applications will be reviewed and approved within 60 business days.95
​Complete and compliant Refund of Member Contribution Applications will be reviewed and approved within 30 business days.95
​Complete and compliant Transfer of Assets Applications will be reviewed and approved within 60 business days.95
​Complete and compliant Wind-up (full and partial) Applications will be reviewed and approved within 60 business days.95
​Complete and compliant Surplus Withdrawal (wind-up and on-going) Applications will be reviewed and approved within 120 business days.95
 
 

Licensing and Registration

 
​Service​StandardTarget
(%)
Application for Insurance Agent Licenses​*​Electronic applications for new and renewal Insurance Agent licences that are complete and meet all requirements will be reviewed and approved within 5 business days.100​
​Insurance Companies
IVIC Submissions		​Approval of an IVIC submission within 30 days of receipt100
 
 
 

Monitoring and Compliance

 
​Service​Standard​Target
(%)
Examinations​Final examination reports will be issued within 30 business days of the completion of routine onsite examinations.​95
 
 
 
 

General Services

 

 ​Service

 Standard

Target

 (%)

​Telephone ​​All calls will be answered by the third ring during core business hours or directed to voicemail.​100
​All calls will be returned by the next business day.​100
​Correspondence ​​Correspondence will be answered within 15 business days of receipt.​100
​If a conclusive response is not possible within the standard time, an interim acknowledgement will be provided within 5 business days of receipt.​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​
​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
​Complaints will be concluded within 15 business days of receipt.100​
​Sectoral Complaints ​ ​​Complaints regarding one of the sectors that FSCO regulates will be acknowledged within 5 business days.100​
​Complaints regarding one of the sectors that FSCO regulates will be concluded within 150 days.​90
​Complaints regarding one of the sectors that FSCO regulates will be concluded within 365 days.98​
 
 
 

Communications

 
​Service​Standard

Target

(%)

​Website ResponseAll inquiries directed to the Web Manager e-mail account will be concluded and/or responded to within 5 business days.​​100
​Accessible Formats ​​FSCO will respond within 5 business days to a requestor of web content in accessible format.  Following discussions with the requestor, FSCO will provide agreed-upon web content (excluding online applications), in an accessible format within 5 business days.100​
​FSCO will respond within 5 days to a requestor of print publication in an accessible format.  Following discussions with the requestor, FSCO will provide agreed-upon publication material in an accessible format within 5 business days.​100