Client satisfaction survey – July 1, 2021 to September 30, 2021

Overall satisfaction: 94%

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

• Some respondents said they didn’t know what to expect at the hearing.

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

• Some respondents wished they’d been told what type of questions they’d be asked at the hearing.

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

• Common barriers to participation among respondents included technical issues and nerves.

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

• Respondents who didn’t visit the site either didn’t know about the website or didn’t need to visit it.

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

36 out of 139 respondents left comments.

Comments included:

• The forms are complicated.
• There are too many documents, making it difficult to locate important information.
• There are costs associated with printing documents and getting letters from doctors.

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

25 out of 139 respondents left comments.

Comments included:

• Anxiety
• Cognitive deficits
• Lack of child care
• Lack of time
• Lack of legal knowledge
• Homelessness
• Costs associated with doctor’s reports
• Technical issues

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

119 out of 139 respondents left comments.

Comments included:

• Requests for more pre-hearing information about the Tribunal member and the role of Service Canada
• Requests for the ability to change hearing type
• Complaints of member bias
• Complaints of lengthy appeals