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Customer service performance

We are committed to providing the following customer performance. We aim to:

  • answer all calls within 60 seconds
  • answer 90% of emails within four hours (during office hours)
  • process 90% of online applications within 24 hours of submission to the GTTR, with the exception of applications received within three days prior to a deadline date
  • process online applications within three working days and paper applications within 10 working days during deadline dates
  • provide decision information online to applicants, within eight hours of receiving the decision from the training provider
  • monitor IT products and services regularly and, where technical difficulties have been identified, inform customers within 4 hours
  • provide 24/7 website availability (apart from planned maintenance which will be communicated in advance).