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 ​Standard Target (%)​
​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

 

    2018-2019       2017-2018       2016-2017       2015-2016       2014-2015       2013-2014  


​Service ​Standard ​Target (%) ​2018-2019 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 ​99
​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 (%) ​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 ​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 ​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 (%) ​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 ​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 (%)​ ​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​