What are appellants telling us?

To move toward a more client-centred form of justice, we need to know what the people who use the Social Security Tribunal (the Tribunal) appeals system think about our service. Feedback from appellants can tell us what we’re doing right and where we can improve.

In December 2019, we asked appellants with Employment Insurance cases at the General Division for information about their experience.Footnote * We asked them to rate our performance after their hearing, but before they received a decision, to ensure their answers were not affected by the result of their appeal.

The results we have seen so far are positive:

97%
of respondents agreed or strongly agreed that the Tribunal handled their appeal quickly.
ninety seven percent
of respondents agreed or strongly agreed that they were happy with the type of hearing they had (in person, by phone, by videoconference or in writing).
95%
of respondents agreed or strongly agreed that the Tribunal member treated them fairly during their hearing.
90%
of respondents agreed or strongly agreed that the forms, letters, and emails associated with their appeal were easy to understand.
ninety five percent
of respondents agreed or strongly agreed that overall, the hearing process was also easy to understand.
100%
of respondents agreed or strongly agreed that they were treated with courtesy and respect.

This feedback shows us we can improve by reducing and simplifying the volume of communications we have with appellants. We also need to do more to make the content of our communications easier to understand.

These results remind us why we serve Canadians and motivate us to improve our services. We will continue to seek out constructive feedback from appellants on different aspects of our work at the Tribunal and will share our findings on a regular basis. We’re currently gathering feedback from Income Security appellants at the General Division and will make those results available in the near future.

Thank you to everyone who provided this valuable feedback; we appreciate your time.

Paul Aterman
Chairperson
Social Security Tribunal of Canada

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