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Table 3

This table shows the number of days required for each step of the investigative process for administrative complaints registered. There are benchmark figures and actual averages for each of three years: 2008-2009, 2009-2010 and 2010-2011.

 

Average turnaround time (in days)

   

Actual

Step

Benchmark

2008-2009*

2009-2010

2010-2011**

Intake

Registration

7

19

9

7

Notification

3

17

7

2

Obtain records

10

95

24

15

Investigation

Assignment

7

4

6

22

Evidence gathering

57

36

64

42

Management approval

6

7

6

2

Average total time for investigation, from date complaint received to date closed

90

214

145

106

* 2008-2009 was a partial year, since the intake process was implemented in June 2008.

** In 2010-2011, we received 237 complaints all at once from a single complainant. Rather than follow the usual intake process, we attempted to resolve them through a special case management strategy. If these cases were included, the average total time for an investigation would rise to 136 days.

Definitions

Registration Receive, analyze, triage and register complaints

Notification Issue acknowledgements to complainants and section 32 notices to institutions

Obtain records Request and receive documents from institutions, and prepare files for investigators

Assignment Assign complaint to an investigator in order for the investigation to begin

Evidence gathering Investigate and develop a finding

Management approval Approve a finding and close the file