Appendix B: Service Standards
|
Sector |
Service |
Standard |
Target |
Stretch Target |
|
Credit Unions |
Regulatory approvals |
All credit union regulatory applications processed within 30 days after all required information received. |
90% |
100% |
|
Member/public inquiries |
Telephone and email inquiries responded to or acknowledged within 1 business day. |
95% |
100% |
|
|
Examination Reports |
Final Examination Report or Interim Examination Report to be provided to the Credit Union no later than 60 business days after the examination. |
65% |
100% |
|
|
Auto Insurance |
Filing |
Percentage of Private Passenger Auto (PPA) Standard filings reviewed and decision made within 25 business days. |
100% |
N/A |
|
Filing |
Percentage of non-PPA Minor filings reviewed and decision made within 25 business days |
85% |
TBD |
|
|
Filing |
Percentage of Major rate filings reviewed and decision made within 45 business days. |
90% |
TBD |
|
|
Filing |
Percentage of Underwriting Rules, Endorsement and Form Filings reviewed, and decision made within 30 business days. |
80% |
TBD |
|
|
Pensions |
Inquiries |
Inquiries (plan-specific, non-plan specific and general) will be responded to within 45 business days. |
90% |
100% |
|
Application |
Defined Benefit Plan wind-up applications will be reviewed and a decision will be made within 120 business days. |
90% |
95% |
|
|
Application |
Defined Contribution plan wind-up applications will be reviewed and a decision will be made within 90 business days. |
90% |
95% |
|
|
Life and Health Insurance, P&C Insurance, HSP, Mortgage Brokering, Credit Unions, Loan & Trust Corporations |
Complaints-Sector |
FSRA will acknowledge complaints in writing within 3 business days of receipt provided that the reply information is available. |
90% |
100% |
|
Complaints-Sector |
Within 120 days, complaints containing all* available information will be assessed and actioned for a range of possible outcomes. This is inclusive of escalation to other areas of FSRA, transfer to third-party dispute organizations, warning, and caution letters, and closed with no action. |
80% |
85% |
|
|
Complaints- Sector |
Within 270 days, complaints containing all* available information will be assessed and actioned for a range of possible outcomes. This is inclusive of escalation to other areas of FSRA, transfer to third-party dispute organizations, warning, and caution letters, and closed with no action. |
95% |
98% |
|
|
Mortgage Brokering, Life and Health Insurance |
Licensing - Individuals |
Licenses will be issued 10 days from receipt of a complete application (complete, with payment, and no suitability issue identified during the application review process). |
80% |
90% |
|
Licensing - Individuals |
Applicants who have submitted incomplete licensing applications (missing information, payment,qualifications, or documents) will be informed that their application is incomplete within 10 business days of receipt. |
80% |
90% |
|
|
Licensing - Individuals |
Applicants submitting licensing applications where a suitability issue is identified, will receive an email advising the contact information for the assigned Licensing/Registration Specialist. They will be contacted within 10 business days of the email, or the license will be issued. |
80% |
90% |
|
|
Enterprise |
Phone General Inquiries |
FSRA will respond to general questions when calls are received. Complex questions and complaints will be forwarded to the appropriate area to log, investigate, and respond. |
90% |
98% |
|
Phone General Inquiries |
Calls that are received through voicemail will be acknowledged within 1 business day. |
90% |
98% |
|
|
|
Contact Centre |
|
|
|
|
Email General Inquiries Contact Centre |
Emails received through the Contact Centre will be acknowledged within 1 business day and a response sent within 3 business days. For complex matters, FSRA may request additional information. These requests may take longer for a formal response. |
90% |
98% |
|
|
Accessible Formats |
FSRA will respond within 5 business days to a requestor of web content in an accessible format. Following discussions with the requestor, FSRA will provide the agreed-upon web content (excluding online applications) in an accessible format within 5 business days. |
90% |
95% |
|
|
Accessible Formats |
FSRA will respond within 5 business days to a requestor of a print publication in an accessible format. Following discussions with the requestor, FSRA will provide the agreed-upon publication material in an accessible format within 5 business days. |
90% |
95% |
|
|
Website Response |
All inquiries directed to the Web Manager email account will be concluded and/or responded to within 5 business days. |
95% |
100% |
Appendix C: FSRA Stakeholder Engagement Committees
|
Sector |
Stakeholder Advisory Committees (SACs) |
Standing Technical Advisory Committees (STACs) |
Technical Advisory Committees (TACs) |
Advisory Panels |
|
Property and Casualty/ Auto Insurance |
Property and Casualty/Auto Insurance Health Service Providers |
|
Technical Advisory Committee for Transforming Auto Insurance Rate Regulation Technical Advisory Committee for Auto Insurance Data and Analytics Strategy |
Consumer Advisory Panel |
|
|
|
|||
|
Credit Unions |
Credit Unions |
|
|
|
|
Life and Health Insurance |
Life and Health Insurance |
|
|
|
|
Mortgage Brokering |
Mortgage Brokering |
Mortgage Brokering |
Mortgage Brokering Technical Advisory Committee |
|
|
Pensions |
Pensions |
Defined Benefit Single Employer Plans Advisory Committee
Defined Contribution Plans Advisory Committee |
Technical Advisory Committee for Identifying and Strengthening the Supervision of Actively Monitored Plans |
Retiree Advisory Panel (Pensions) |
|
Multi-Employer Pension Plans Advisory Committee
Public Sector Pension Plans Advisory Committee |
Technical Advisory Committee for Missing Members in the Pension Sector
Technical Advisory Committee for Asset Transfers |
|
||
|
|
Technical Advisory Committee for Family Law Pension Matters
Technical Advisory Committee for Defined Contribution |
|