Policy on Service Standards

In preparation for implementation of the Policy on Service Standards for External Fees, CCOHS has conducted a Client Satisfaction Research Report and an Evaluation to seek feedback on user expectations and satisfaction relating to CCOHS cost recovery products and services. These reports were used as a baseline for development of service standards for CCOHS. CCOHS generates revenues from fees from the sale of its products and services. A complete description is available at: http://www.ccohs.ca/products/

External Fee Service Standard Performance Results Stakeholder Consultation
Subscription Services www.ccohs.ca/ccohs/standards.html.
Clients not satisfied with products can request a refund.		 Overall satisfaction 85% http://www.ccohs.ca/ccohs/reports/other_reports.html
Publications www.ccohs.ca/ccohs/standards.html 94% satisfied with the publication http://www.ccohs.ca/ccohs/reports/other_reports.html
E-learning Satisfaction or refund 90% Satisfied with the course Client consultations were completed prior to this new revenue item. Detailed client survey available for each participant.
Special Projects Clients determine standards for each project Not applicable to contracts Not applicable to contracts

Other Information:

Subscription services are based upon an agreement with the client for levels of services. CCOHS monitors its service delivery by requesting client feedback, conducting periodic formal evaluations and client satisfaction surveys. Ongoing client satisfaction surveys are conducted. Results are reported in the Departmental Performance Report. CCOHS' service pledge, standards and complaints policy are located at: www.ccohs.ca/ccohs/standards.html. Links are also provided to our ongoing feedback reporting system. Evaluations of client satisfaction are located at: http://www.ccohs.ca/ccohs/reports.html