Performance Reporting — Continued

Goal 10: An efficient residential tenancy system

Objective	Strategy
Provide timely and accessible resolution of landlord tenant disputes	Improve quality of residential tenancy information

A second important goal for the regulatory programs core business area is an efficient residential tenancy system. This goal is achieved through the objective of ensuring landlord and tenant disputes are resolved in a timely fashion and that parties in dispute have access to an orderly and efficient dispute resolution process; this, in turn, is linked to the strategy of improving the quality of residential tenancy information.

With improved information, landlords and tenants are better informed of their rights and responsibilities under residential tenancy law. Parties who are better informed are more likely to resolve disputes between themselves, thereby reducing the demand on the residential tenancy arbitration system, consequently improving system access for those who remain in dispute. For parties that remain in dispute and proceed to arbitration for resolution, improved residential tenancy information ensures they are better prepared in presenting their cases.

Performance Measure	2001/02 Actual	2002/03 Target	2002/03 Actual
Per cent of non-monetary residential tenancy arbitrations scheduled in 12 days or less	64%	80%	83%  Adjusted Target Surpassed

A key performance measure identified for residential tenancy is the per cent of non-monetary residential tenancy arbitrations scheduled in 12 days or less.¹³ The result of 83 per cent achieved for the 2002/03 fiscal year indicates that the key strategy of improving the quality of residential tenancy information is effective in furthering the objective of providing timely and accessible resolution of landlord and tenant disputes, thereby enhancing the efficiency of the residential tenancy system.¹⁴

13	This measure has been revised from the 7 – 10 day timeframe identified in the 2002/03 Service Plan to reflect an additional two days required for clients served by registered mail. The 2001/02 actual has also been revised from the estimated 95 per cent reported as base data in the 2002/03 Service Plan. The reduced actual for 2001/02 resulted from delays in scheduling non-monetary hearings. The target originally set for 2002/03 was also adjusted accordingly.
14	Results are derived from the Residential Tenancy Office System database, and are believed to be accurate at plus or minus one per cent.