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Service Standards

We implemented service standards to provide greater transparency and certainty to our stakeholders, as well as to have an objective means of measuring our own performance. As each case is unique, it is difficult to set out a specific timeframe for how long the disclosure process takes.

For example, factors that affect the length of time the process can take include:

  • availability of documentation and key witnesses;
  • complexity of issues;
  • whether specific expertise or research is needed.

We are committed to reporting on the following service standards to achieve our results of dealing with public sector disclosures of wrongdoing and complaints of reprisal in a timely and effective manner.

Service Standards

Yearly Targets

Results

2025–26

2024–25

2023–24

Completing analysis to determine whether to investigate a disclosure of wrongdoing and respondingwithin 90 days in 80% of files received

57%2

51%2

82%

Completing analysis to determine whether to investigate a reprisal complaint and responding1within 15 days in 100% of files received

100%

100%

100%

Completing investigationswithin one year in 80% of files

28%2

60%2

61%3

Responding to general inquirieswithin one working day in 80% of requests

32%2

67%2

80%

Notes:

  1. As required under subsection 19.4(1) of the Public Servants Disclosure Protection Act.
  2. As stated in the 2025–26 Annual Report and 2024–25 Annual Report, the Office must still manage an exceptional and sustained increase in the volume of disclosures of wrongdoing, reprisal complaints and general inquiries. This surge in activity is exerting considerable pressure on operational resources, resulting in delays in the processing of files and investigations into allegations are to be expected.
  3. The impact of resource challenges was felt from fall 2023. Though the Office did not achieve the targeted 80% rate for investigations completed within one year in 2023–24, we have made progress compared to previous results, and we continue to make concerted efforts in overcoming a backlog stemming from pandemic-related delays. Read the 2023–24 Annual Report for more details.
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