The AGCO’s updated Complaints & Inquiries Handling Policy focuses on complaints analysis and continuous improvement to improve evidence-based decision making. Through regular performance monitoring, the AGCO’s average turnaround for addressing complaints about regulated entity compliance and licensing and registration was reduced by 44% over the previous fiscal year from 69.9 to 39.3 days. 

TABLE 8 – Operational Performance by Sector: Customer Service

The AGCO is committed to supporting the public and stakeholders through effective front-line customer service support.

 

2017-18

2018-19

Number of telephone contacts

104,333

100,384

Walk-in customers (Head Office)

13,909

8,927

Self-Help (using automated voice messaging system)

20,039

33,386

iAGCO submissions

n/a

45,393

AGCO web site visits

864,897

1,754,979

 

The AGCO continued its commitment to improving the customer experience, with the launch of call-monitoring technology to monitor and improve the quality of customer calls.