Service Standard

OVO Service Standards Results

We are committed to providing quality service that is delivered to Veterans and their families in a timely manner.  Our service standards monitor our performance and help to inform you regarding how long it will take us to provide a type of service or to make a decision. We review these results each year to assess how we are delivering on the services that matter most to you. 

 

ACCESSING SERVICES 

When you submit a... You can expect... Target 2019–2020 
Results
2020–2021 Results
Year-to-date
request for information. to receive the information within 5 working days. 85% 75% 88%
complaints that may need a referral. to be referred within 10 working days. 80% 81% 85%
complaints that will need to be fully investigated. the investigation to be completed within 60 working days. 75% 89% 85%