2016/17 2017/18 2018/19 2019/20 Performance Target Performance Target Performance Target Performance Target 25,000 inquiries 25,300 inquiries 25,500 inquiries 25,500 inquiries answered answered answered answered 82% of calls answered 83% of calls answered 84% of calls answered 85% of calls answered Performance Measure: The settlement rate of HRLSC cases at HRTO mediation compared to the settlement rate of non-HRLSC cases 2016/17 2017/18 2018/19 2019/20 Performance Target Performance Target Performance Target Performance Target 67% of cases that 69% of cases that reach 70% of cases that 70% of cases that reach mediation are mediation are resolved reach mediation are reach mediation are resolved at the at the mediation stage resolved at the resolved at the mediation stage mediation stage mediation stage Performance Measure: The number of cases the HRLSC settles before or at a HRTO hearing 2016/17 2017/18 2018/19 2019/20 Performance Target Performance Target Performance Target Performance Target 100 cases are settled 110 cases are settled 115 cases are settled 115 cases are settled between mediation and between mediation and between mediation and between mediation before or at a hearing before or at a hearing before or at a hearing and before or at a hearing Performance Measure: The percentage of hearing cases the HRLSC settles before or at the beginning of a HRTO hearing 2016/17 2017/18 2018/19 2019/20 Performance Target Performance Target Performance Target Performance Target 85% of hearing stage 85% of hearing stage 85% of hearing stage 85% of hearing stage cases are settled at the cases are settled at the cases are settled at the cases are settled at the beginning of a hearing beginning of a hearing beginning of a hearing beginning of a hearing Performance Measure: The number of clients who rate the service as good or very good with the HRLSC’s services
2016/17 Performance Target 2017/18 Performance Target 2018/19 Performance Target 2019/20 Performance Target 25,000 inquiries answered 25,300 inquiries answered 25,500 inquiries answered 25,500 inquiries answered 82% of calls answered 83% of calls answered 84% of calls answered 85% of calls answered Performance Measure: The settlement rate of HRLSC cases at HRTO mediation compared to the settlement rate of non-HRLSC cases 2016/17 Performance Target 2017/18 Performance Target 2018/19 Performance Target 2019/20 Performance Target 67% of cases that reach mediation are resolved at the mediation stage 69% of cases that reach mediation are resolved at the mediation stage 70% of cases that reach mediation are resolved at the mediation stage 70% of cases that reach mediation are resolved at the mediation stage Performance Measure: The number of cases the HRLSC settles before or at a HRTO hearing 2016/17 Performance Target 2017/18 Performance Target 2018/19 Performance Target 2019/20 Performance Target 100 cases are settled between mediation and before or at a hearing 110 cases are settled between mediation and before or at a hearing 115 cases are settled between mediation and before or at a hearing 115 cases are settled between mediation and before or at a hearing Performance Measure: The percentage of hearing cases the HRLSC settles before or at the beginning of a HRTO hearing 2016/17 Performance Target 2017/18 Performance Target 2018/19 Performance Target 2019/20 Performance Target 85% of hearing stage cases are settled at the beginning of a hearing 85% of hearing stage cases are settled at the beginning of a hearing 85% of hearing stage cases are settled at the beginning of a hearing 85% of hearing stage cases are settled at the beginning of a hearing Performance Measure: The number of clients who rate the service as good or very good with the HRLSC’s services
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