Service Standards
The Tribunal is constantly striving to provide Canadians with efficient and high quality services. To that end, the Tribunal has set service standards for each section and division, and is making every possible effort to meet them.
These service standards were developed in 2015, based on a series of assumptions, an analysis of the Tribunal’s capacity, in terms of both members and staff, the specific caseload volumes in each Section/Division, the evolving state of our operational systems, the current legislation and regulations, reasonable expectations of parties and experience to date. These service standards may be revised from time to time as circumstances change.
The Tribunal’s service standards apply to general caseloads. Exceptional cases, such as group appeals, constitutional cases, late appeals, cases in abeyance, or those with added parties, will generally take more time to process.
There are several other factors beyond the Tribunal’s control that may prevent it from adhering to its service standards, such as a surge in the volume of cases, the complexity of cases, the availability of members and their capacity to meet performance expectations. In addition, the Tribunal may not meet the service standards if parties request, and are granted, adjournments or an extension of time.
1. Appeal Division:
Employment Insurance section
Decisions on Leave to Appeal:
- 85% of decisions on leave to appeal will be made within 60 days from filing of leave application.
Final Decisions – where leave has been granted:
- 85% of final decisions will be made within 7 months from the date leave to appeal was granted.
Income Security section (Canada Pension Plan and Old Age Security)
Decisions on Leave to Appeal:
- 85% of decisions on leave to appeal will be made within 60 days from filing of leave application.
Final Decisions – where leave has been granted:
- 85% of final decisions will be made within 7 months from the date leave to appeal was granted.
2. General Division:
Employment Insurance section
The following service standard will be in effect for all new cases received as of September 1, 2015:
- 85% of final decisions will be made within 90 days of the appeal being filed.
Income Security section (Canada Pension Plan and Old Age Security)
The following service standard will be in effect for all new cases received as of December 1, 2015:
- 85% of cases will be decided within 5 months of the appeal becoming ready to proceed.