SERVICE STANDARDS

​In accordance with the OPS Service Directive, the Financial Services Tribunal has developed service standards to meet the Directive’s mandatory requirements to:

 

  • Establish and communicate to customers, program-specific service standards for services offered;
  • Monitor and measure the quality of service provided; and
  • Communicate to customers, the actual quality of service provided.

The Tribunal monitors and reports annually upon the following three service standards:

 

​Service​StandardTarget (%)​
​Issue of letter acknowledging receipt of new Request for Hearing or Notice of Appeal​Acknowledgement letter to be sent within 5 calendar days​100
​Confirm pre-hearing date​Pre-hearing date to be confirmed within 35 calendar days of filing a perfected Request for Hearing or Notice of Appeal​90
Issue decision with reasons​Decision to be issued within 90 calendar days from the final day of hearing​​90

 

SERVICE STANDARDS RESULTS

 

   2017-2018     2016-2017     2015-2016     2014-2015     2013-2014  


​Service​Standard​Target (%)​2017-2018 Actual (%)
​Issue of letter acknowledging receipt of new Request for Hearing or Notice of Appeal​Acknowledgement letter to be sent within 5 calendar days​100​100
​Confirm pre-hearing date​Pre-hearing date to be confirmed within 35 calendar days of filing a perfected Request for Hearing or Notice of Appeal​90​100
​Issue decision with reasons​​Decision to be issued within 90 calendar days from the final day of hearing​​90​100



​Service​Standard​Target (%)​2016-2017 Actual (%)
​Issue of letter acknowledging receipt of new Request for Hearing or Notice of Appeal​Acknowledgement letter to be sent within 5 calendar days​10098​
​Confirm pre-hearing date​Pre-hearing date to be confirmed within 35 calendar days of filing a perfected Request for Hearing or Notice of Appeal​90100​
​Issue decision with reasons​​Decision to be issued within 90 calendar days from the final day of hearing​​90​100

 



​Service​Standard​Target (%)​2015-2016 Actual (%)
​Issue of letter acknowledging receipt of new Request for Hearing or Notice of Appeal​​Acknowledgement letter to be sent within 5 calendar days​100​98
​Confirm pre-hearing date​​Pre-hearing date to be confirmed within 35 calendar days of filing a perfected Request for Hearing or Notice of Appeal​90100​
​Issue decision with reasons​​Decision to be issued within 90 calendar days from the final day of hearing​​90​100

 



​Service​Standard​Target (%)​​2014-2015 Actual (%)​
​Issue of letter acknowledging receipt of new Request for Hearing or Notice of Appeal​Acknowledgement letter to be sent within 5 calendar days​100​100
​Confirm pre-hearing date​Pre-hearing date to be confirmed within 35 calendar days of filing a perfected Request for Hearing or Notice of Appeal​90​48*
​Issue decision with reasons​​Decision to be issued within 90 calendar days from the final day of hearing​​90​100

 

*Standard not met due to unpredictable bulk hearing requests outside of normal caseload and with limited resources.



​Service Standard​ Target (%)​ 2013-2014 Actual (%)​
​​Issue of letter acknowledging receipt of new Request for Hearing or Notice of Appeal ​Acknowledgement letter to be sent within 5 calendar days ​100 89​
​Confirm pre-hearing date ​Pre-hearing date to be confirmed within 35 calendar days of filing a perfected Request for Hearing or Notice of Appeal ​90 ​87
​Issue decision with reasons​ ​Decision to be issued within 90 calendar days from the final day of hearing​ ​90 100​