Participant Service Guarantee

Question

Senator ASKEW: That makes sense. Of the 29 per cent that were actioned within the 21 days, how many led to the participant's change request being granted? Mr McNaughton: Under the participant service guarantee, once we've made a decision to accept a plan request, we then have 28 days to process that. We've done that 87 per cent of the time within the statutory requirement of 28 days, or the participant service guarantee. We've actioned that 87 per cent of the time. Senator ASKEW: On that, how many is that 87 per cent in the number of plans? Mr McNaughton: I'll have to take that on notice and get that to you in the hearing. Senator ASKEW: And the same with the 29 per cent that were done within the 21- Mr McNaughton: We can get that for you.

Answer

Please see attached answer.

Documents

• Question with answer (PDF) (opens in a new tab)
• NDIA SQ26-000128.pdf (opens in a new tab)