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.
| Service | Standard | Target (%) |
2022-2023
Actual (%)
|
2021-2022
Actual (%)
|
2019-2020
Actual (%)
|
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 | 100 | 100 | 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, unless otherwise ordered by the hearing/appeal panel chair. The Registrar may set the first pre-hearing date to comply with this standard if a party is non-responsive or unwilling to agree to a date | 90 | 86 | 100 | 100 | 100 |
| Issue decision with reasons | Decision to be issued within 90 calendar days from the final day of hearing | 90 | 100 | 93 | 95 | 100 |