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.​10098
​All calls will be returned by the next business day.​10067
Correspondence​ ​​Correspondence will be answered within 15 business days of receipt.​100​100
If a conclusive response is not possible within the standard time, an interim acknowledgement will be provided within 5 business days of receipt.​10099
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.​100100
​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.​10092
​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.*​98Not 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
​All calls will be returned by the next business day.​10071
Correspondence​ ​​Correspondence will be answered within 15 business days of receipt.​100​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​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.*​9898

* 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
​All calls will be returned by the next business day.​10072
Correspondence ​ ​​Correspondence will be answered within 15 business days of receipt.​100​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​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.​9895


 

​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
​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
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.​9089
Complaints regarding one of the sectors that FSCO regulates will be concluded within 365 days.9897
 

 



 

​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
​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
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
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
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
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
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​