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. 



When you submit a ... You can expect ... Target 2021–2022 Results
request for information to receive the information within 5 working days 85% 85%
complaints that may need a referral to be referred within 10 working days 80% 87%
complaints that will need to be fully investigated the investigation to be completed within 60 working days 75% 92%