Business Service Standards

• Issued: April 2011
• Revised: March 2012
• Content last reviewed: March 2012

Employment Standards

See: Service Standards

Information

• On average, an employment standard e-mail inquiry will be responded to within 2 business days of receiving the request.
• When there are substantial changes to the Employment Standards Act, 2000 (ESA), MOL will provide helpful materials (ESA brochures and booklets) to explain the new information.
• We will provide web-based interactive tools such as the Public Holiday Pay calculator.
• We will provide updates to the publisher of the Policy and Interpretation Manual of the Employment Standards Act, 2000 to ensure subscription recipients receive their 2 supplementary releases as per their subscriptions, twice a year.
• We will provide updates to the publisher for supplementary releases when new legislative amendments come into force.
• We will respond to phone inquiries with an average of 4 minutes wait time at first point of contact.

Employment Standards Program’s Modernization (Claims Resolution)

Information

• The backlog of employment standards claims will be resolved by March 31^st, 2012.
• Employees making employment standards claims will be contacted by the Ministry of Labour within 30 calendar days of submitting a claim form.

Employment Standards Program’s Modernization (Customer Service & Customer Satisfaction)

Customer Service

• Employment standards information will be available to all employees and employers in 23 different languages through our Employment Standards Call Centre.
• Through our Education, Outreach and Partnership initiative, we will develop two additional self reliance tools over 2011-12. These tools will be available online 24/7/365 and will supplement our existing employment standards tools.
• Employment standards claim forms available 24/7/365 for online submission.
• Customer satisfaction surveys will be attached to all self reliance tools.
• These services are part of the ES Modernization initiative, a new voluntary registration process which will provide customer satisfaction surveys on the new claim process.

Employment Standards Program’s Modernization (Enforcement)

Information

• The Dedicated Enforcement Team will conduct a minimum of 1800 proactive inspections in
  2011-12 (up from 1100 in 2010-11) and will focus on repeat violators and high risk sectors for vulnerable workers.
• As the ES Program moves into a more proactive compliance model, the ES Program will consult with stakeholders about our inspection activities and sector plans.

Job Protection Office (JPO)

See: Service Standards

Customer Service

• We will publicly post any official complaints under the Ontario-Quebec Construction Labour Mobility Agreement online within 1 business day of receipt in writing.
• Official complaints received in writing will be listed by the year in which they were filed (spanning years 06-11).
• We will address any official complaints received by Official Contact in writing within 15 business days.
• We will respond to e-mail inquires within 2 business days of receipt, and if a field investigation is required, it will commence within 3 business days of receipt.

Job Protection Office - Head Start Program

Customer Service

• The Job Protection Office is operating a pilot “Head Start” service for Ontario contractors and workers attempting to work in the Quebec construction sector for the first time, and for the purposes of this program, MOL will follow up with Quebec authorities within 15 business days on behalf of contractors/workers seeking appropriate Quebec licences, provided application data is complete and the “Head Start” process was followed.

Labour Relations - Dispute Resolution Services (Arbitration, Mediation & Collective Bargaining Information Services)

See: Service Standards

Customer Service

• Arbitrators will be appointed within 5 business days of receipt of a correctly completed section 49 requests (expedited arbitration requests), and within 15 business days of a section 4  request (arbitration request). Applications must include supporting documents (i.e. grievance, collective agreement and contact information) to be correctly completed.
• We will acknowledge all requests for Appointment of a Conciliation Officer in a timely manner, 85% of all requests will be acknowledged within 3 business days of receipt, if complete with all supporting documents.
• We will respond to requests for collective bargaining information in a timely manner, 95% of requests will be filled within 2 business days of receipt.
• If acknowledgment of request exceeds the standard, contact client with anticipated response date within 10 business days.

Occupational Health and Safety

See: Service Standards

Customer Service

• Under normal circumstances, MOL will reply to an occupational health and safety e-mail inquiry within 3 business days of receiving the request. If a conclusive response is not possible within 3 business days, Ontario Government Common Service Standards for correspondence apply where a fax, mail or e-mail to the Ontario Government will be answered within 15 business days of receipt. If additional time is required, an interim acknowledgement with an anticipated date of response will be provided.
• Managers will make contact with the family of a deceased worker within 15 business days of a workplace fatality and will maintain contact until all court proceedings have finally concluded. In the event an inquest is held by the Office of the Chief Coroner, the service standards of the Office of the Chief Coroner will apply with respect to further contact with the deceased’s family. Within 6 months of the date of a fatality, the Regional Director will contact the family to provide an update on the status of the investigation or prosecution unless circumstances specific to the investigation require the Regional Director to extend this timeline.
• We will provide a 24-hour, live operator point of contact for reporting critical injuries, fatalities and other mandatory reporting requirements, through the MOL’s regional occupational health and safety offices during regular business hours and through the Spills Action Centre (SAC) outside of regular business hours.
• The Construction, Industrial, Mining, Health Care and Specialized Professional Services program areas will develop sector plans and post them on the MOL website by July 1^st of each year.
• The Construction, Industrial, Mining, Health Care, and Specialized Professional Services Program areas will develop inspection blitzes to focus on specific hazards and help raise awareness and increase compliance with the Occupational Health and Safety Act and its regulations. Blitzes results will be posted on the MOL website within 90 days of the completion date.