RECENT IPOS 2015 PDF
Performance against Customer Service Standards April 2017 – March 2018 updated.įigures for December 2017 to February 2018 added.įigures for April 2017 to March 2018 updated.įigures for November and December 2016 added.įigures for September 2016 performance against standard added.Ģ015 to 2016 PDF updated with March 2016 figures. Performance against Customer Service Standards April to June 2018 added. Performance against Customer Service Standards April to June 2019 added.įigures for Jan 2019 to March 2019 updated.įigures for October to December 2018 added.įigures for July to September 2018 added. Performance against Customer Service Standards July to September 2019 added Performance against Customer Service Standards October to December 2019 added. November and December 2022 performance review added.įigures for January 2019 to March 2020 updated. January and February 2023 performance review added. The figure reflects performance in our most recent customer survey. We will action requests to correct names and addresses and record registrable transactions (such as a change of owner) within 2 weeks (10 working days) of receipt.Īverage overall satisfaction with the IPO of 85% Customer satisfaction is not measured on a monthly basis. If no hearing takes place the decision will be issued within 12 weeks of all submissions being filed or the deadline date.Įxample of differences between ex parte and inter partes hearings. We will issue a hearings report: within 2 weeks (10 working days) of a trade mark or design ex parte hearing, and/or we will issue formal decisions in trade mark, design and patent cases (ex parte and inter partes) within 12 weeks of the hearing. We will deal with all requests for accelerated processing within 2 months of receipt. We will perform patent examinations within 3.5 years of the priority date. We will issue search reports within 6 months from request.įull substantive examination of legal and technical aspects of a patent application. We will complete all preliminary examinations within 4 weeks (20 working days) of the application’s filing date. An application is ready to be examined once it has been filed with us and we have issued a filing receipt.Īssessment of procedural and non-technical aspects of a patent application. We will issue the first report on trade mark and designs domestic and international cases within 2 weeks (10 working days) from the date it is ready to be examined. This error has now been rectified and reflected in January and future months’ performance.
Please note that December 2022’s performance has been updated, as we have identified some abandoned calls which have erroneously been feeding into our reported call handling performance figure. We will respond to all written enquiries within 5 working days (measurement excludes enquiries transferred to specialist teams for a direct response). We will answer telephone calls to the Information Centre within 60 seconds. More detail about our activities can be found in our Corporate Priorities.
We are working hard to address any delays by recruiting and training additional staff and improving the efficiency of our processes. However, unprecedented demand continues to impact timescales in some areas. We are currently meeting, or exceeding, several of our customer service standards.
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