At RECO, we hold ourselves to high service standards to ensure that the public and registrants receive timely and effective assistance.
Our quarterly service standards report outlines the benchmarks we aim to meet, reflecting our commitment to excellence in service delivery.
We measure our performance against these standards to continually improve our operations and enhance the experience of those interacting with RECO.
Service standards report for 2026: Q1
Service | Target | Year to date | Current quarter | Status for quarter |
|---|---|---|---|---|
Contacting RECO by phone | 2 mins. | 1:29 mins. | 1:29 mins. | |
Registration application processing | ||||
New salesperson | More than 80% within 8 business days | 100% | 100% | |
Salesperson/broker renewal | More than 80% within 8 business days | 100% | 100% | |
Reinstatement for brokers and salespersons | More than 80% within 8 business days | 100% | 100% | |
New business applications | More than 80% within 15 days | 89% | 89% | |
Registration application processing time | ||||
New salesperson | To be established | 8.6 days | 8.6 days | n/a |
Complaints – average time to close | ||||
Complaints that are not escalated are closed on average within the target time | 110 days | 98 days | 98 days | |
Legend
- meeting/exceeding target
- missing target by less than 15%
- missing target by more than 15%
In line with our values, and commitment to transparency and accountability, our Service Standards Reports are publicly available.
Quarterly service standards reports
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|
Service |
Target |
2025 |
Status |
|---|---|---|---|
|
Contacting RECO by phone |
2 mins. |
1:06 min. |
|
|
Registration application processing* |
|||
|
New salesperson |
More than 80% within 8 business days |
99% |
|
|
Salesperson/broker renewal |
More than 80% within 8 business days |
94% |
|
|
Reinstatement for brokers and salespersons |
More than 80% within 8 business days |
99% |
|
|
New business applications |
More than 80% within 15 days |
95% |
|
|
Registration application processing time** |
|||
|
New salesperson application processing time |
Target to be established |
8.7 days |
n/a |
|
Complaints – average time to close |
|||
|
Complaints that are not escalated are closed on average within the target time |
110 days |
113 days |
|
Legend
- meeting/exceeding target
- missing target by less than 15%
- missing target by more than 15%
*Please note these standards are for non-complex applications, with the assumption that all required supporting documentation was provided with the application.
**All applications – complete/non-complex and incomplete/complex. Please note these standards are for non-complex applications and assume all required supporting documentation was provided with the application
In line with our values, and commitment to transparency and accountability, our Service Standards Reports are publicly available.
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|
Service |
Target |
2024 |
Status |
|---|---|---|---|
|
Contacting RECO by phone |
2 mins. |
52 sec. |
|
|
Registration application processing* |
|||
|
New salesperson |
More than 80% within 8 business days |
94% |
|
|
Salesperson/broker renewal |
More than 80% within 8 business days |
90% |
|
|
Reinstatement for brokers and salespersons |
More than 80% within 8 business days |
94% |
|
|
New business applications |
More than 80% within 15 days |
98% |
|
|
Complaints – average time to close |
|||
|
Complaints that are not escalated are closed on average within the target time |
110 days |
104 days |
|
Legend
- meeting/exceeding target
- missing target by less than 15%
- missing target by more than 15%
*Please note these standards are for non-complex applications, with the assumption that all required supporting documentation was provided with the application.
In line with our values, and commitment to transparency and accountability, our Service Standards Reports are publicly available.
.service-standards-accordion .fa-check, .service-standards-accordion .fa-minus, .service-standards-accordion .fa-x { font-size:30px; } .service-standards-accordion .fa-check { color:var(–green); } .service-standards-accordion .fa-minus { color:var(–mintgreen); } .service-standards-accordion .fa-x { color:var(–orange); }
|
Service |
Target |
2023 |
Status |
|---|---|---|---|
|
Contacting RECO by phone |
2 mins. |
51 sec. |
|
|
Registration application processing* |
|||
|
New salesperson |
More than 80% within 8 business days |
99% |
|
|
Salesperson/broker renewal |
More than 80% within 8 business days |
93% |
|
|
Reinstatement for brokers and salespersons |
More than 80% within 8 business days |
100% |
|
|
New business applications |
More than 80% within 15 days |
96% |
|
|
Complaints – average time to close |
|||
|
Complaints that are not escalated are closed on average within the target time |
110 days |
74 days |
|
Legend
- meeting/exceeding target
- missing target by less than 15%
- missing target by more than 15%
*Please note these standards are for non-complex applications, with the assumption that all required supporting documentation was provided with the application.
In line with our values, and commitment to transparency and accountability, our Service Standards Reports are publicly available.
.service-standards-accordion .fa-check, .service-standards-accordion .fa-minus, .service-standards-accordion .fa-x { font-size:30px; } .service-standards-accordion .fa-check { color:var(–green); } .service-standards-accordion .fa-minus { color:var(–mintgreen); } .service-standards-accordion .fa-x { color:var(–orange); }
|
Service |
Target |
2022 |
Status |
|---|---|---|---|
|
Contacting RECO by phone |
2 mins. |
1:26 min. |
|
|
Registration application processing* |
|||
|
New salesperson |
More than 80% within 8 business days |
98% |
|
|
Salesperson/broker renewal |
More than 80% within 8 business days |
92% |
|
|
Reinstatement for brokers and salespersons |
More than 80% within 8 business days |
98% |
|
|
New business applications |
More than 80% within 15 days |
99% |
|
|
Complaints – average time to close |
|||
|
Complaints that are not escalated are closed on average within the target time |
110 days |
124 days |
|
Legend
- meeting/exceeding target
- missing target by less than 15%
- missing target by more than 15%
*Please note these standards are for non-complex applications, with the assumption that all required supporting documentation was provided with the application.
In line with our values, and commitment to transparency and accountability, our Service Standards Reports are publicly available.