Social Security Tribunal of Canada

Client satisfaction survey – January to March 2022

General Division (Employment Insurance and Income Security) and Appeal Division survey results

Overall satisfaction: 97%

Appeal type Satisfaction Participants
Employment Insurance 97% 317
Income Security 98% 108
Appeal Division 97% 32

Before the hearing, did you know what to expect and how to prepare?

Employment Insurance Income Security Appeal Division Combined
98% 98% 100% 98%
  • Some respondents said they needed more support managing documents and accessing information.

Did your navigator help you feel more prepared and confident with your appeal? 

Employment Insurance Income Security Appeal Division Combined
N/A 100% 90% 98%
  • Most respondents were very satisfied. A few of them said they would have liked more guidance.

Were you able to participate fully, for example: answer questions, correct errors and explain your case?

Employment Insurance Income Security Appeal Division Combined
98% 97% 100% 98%
  • Some respondents had issues with connectivity or their devices. A few said they wanted a different hearing format.

Did you visit the website? Did you find what you were looking for?

pie chart of visits to Tribunal website
Text version

Visited SST’s website?

  • Yes 55%
  • No 45%

Did you find what you were looking for?

  • Yes 95%
  • No 5%

  • Most respondents who visited the website were looking for appeal forms and information on what to expect from the appeal process.

Did you experience any barriers during the process that made your appeal more difficult?

201 out of 473 respondents left comments.

Most respondents said they didn’t face any barriers during the process. However, some people noted issues such as:

  • unclear documents
  • receiving too many emails or attachments
  • difficulty understanding the appeal process

Did you face any personal hurdles that made your appeal process more difficult?

201 out of 473 respondents left comments.

While most respondents said they didn’t face any personal hurdles, some reported challenges such as:

  • physical and mental health issues
  • lack of access to a device or the internet
  • caregiving responsibilities

Do you have any other comments or suggestions about how we can improve our services?

377 out of 473 respondents left comments.

Most commenters left positive feedback. Some said they would like to see:

  • faster processing
  • more information on what to expect throughout the appeal process

A few respondents who didn’t have a navigator wanted more individualized support.

Date modified:

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