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Service standards

Service standards are a public commitment to a measurable level of performance that can be expected under normal circumstances. They help clarify service expectations and help ensure accountability for service performance.

As part of our commitment to quality client service, we are committed to reviewing and ensuring that information provided is consistent, accurate, free of errors and up-to-date when responding to service requests.

Registration and client services

  • Please allow 2 business days for a response to email inquiries. For complex questions, a response may take up to 10 business days.
  • We aim to answer telephone calls received during business hours within 30 seconds, 80% of the time.
  • After filing a registration, please allow up to three business days for either approval or feedback on the registration.
  • If you leave us a voicemail, we aim to return your call within one business day.
2021–22 Service standards
Service standards Target Results
Apr.–June July–Sept. Oct.–Dec. Jan.–Mar.
Respond to simple email within 2 business days 90%
Respond to complex emails within 10 business days 85%
Respond to incoming telephone calls within 30 seconds 80%
Review new registrations within 3 business days 100%
Process voicemails within 1 business day* 85%

*No target existed for this service standard prior to April 1, 2021

202021 Service standards
2020–21 Service standards
Service standards Target Results
Apr.–June July–Sept. Oct.–Dec. Jan.–Mar.
Respond to simple email within 2 business days. 85% 99% 99% 99% 100%
Respond to complex emails within 10 business days. 85% 95% 96% 100% 93%
Respond to incoming telephone calls within 30 seconds. 80% 68% 61% 63% 63%
Review new registrations within 3 business days. 100% 100% 100% 100% 100%

Exemption reviews for the 5-year post-employment prohibition on lobbying

We aim to achieve the following delivery targets during the process of exemption review.

Application

Upon receipt of an application for exemption, the applicant will receive an acknowledgement:

  • Immediately for applications submitted using the online application form; or
  • 7 days from receipt of the application if submitted by mail, email or fax.

Decision

When the Commissioner grants an exemption, the applicant:

  • will be notified in writing within 60 days from receipt of the application, including all required documentation; and
  • will receive an exemption number, which must be used for registration.

If the Commissioner intends to deny the exemption, the applicant:

  • will be notified in writing of the reasons for the decision within 60 days and
  • has 30 days to present their views before a final decision is made.

Effective date and publication of exemption

Exemptions are effective and published online on the date indicated in the Commissioner’s letter. Details such as the name of the individual, the exemption number and the reasons for granting it are published online.

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