Client Satisfaction Survey – June* 2020

Results

• Employment Insurance: 95%
• Income Security: 90%

Although 94% found the process easy to understand, those who expressed difficulty mentioned they wish they had known basic facts about the hearing to better prepare, such as:

• the right to an interpreter (one appellant brought their own)
• the importance of witnesses
• a panel of one member (one appellant was expecting three)
• decisions available on the website
• the absence of other parties

Comments

• “I found the appeal process easy to understand only with the help of my spouse.”
• “I was told by EI to go on the site, get the form to apply and once I did, everything was explained very well. Each step was explained, overall it was a good experience."

Results

• Employment Insurance: 92%
• Income Security: 83%

Representatives offered suggestions to improve document handling:

• emails with more descriptive subject headings
• documents in PDF to allow for searches during a hearing
• coding appellant arguments different from Commission arguments
• documents sent out earlier
• password protected emails

Comments

• “Some I really had to work on to understand what was going on. Takes time to read over and over again.”
• “The correspondence was clear to understand.”

Results

• Employment Insurance: 100%
• Income Security: 100%

A very high combined percentage confirmed that they were treated with courtesy and respect throughout their appeals process.

Comments

• “The people were easy to get hold of and they called you back when you left a message.”
• “Always very respectful, polite, and informative.”

Results

• Employment Insurance: 92%
• Income Security: 70%
• Many EI appellants commented about delays but attributed them to COVID. IS appellants were less forgiving for delays.

Comments

• “I would like the appeal process to be sooner than over 1 year.”
• “I find the appeal long, but considering the situation of the COVID-19 virus, I accept the delay, which is still reasonable.”

Results

• Employment Insurance: 97%
• Income Security: 100%

The satisfaction rate was universally high, although a few commented that members should be more reflective of their clients in terms of region and age.

Comments

• “The Tribunal Member allowed me to expose the lies from the other party during the appeal. I was able to express my opinion.”
• “Represented many clients at various hearings. SST is great and hearings are very civil. At ease."

Results

• Employment Insurance: 95%
• Income Security: 90%

Many stated they preferred in person but understood that was not possible during the pandemic. Many also appreciated the convenience of teleconference due to anxiety or other conditions. A few commented on technical glitches with the phone or Zoom.

Comments

• “The Social Security Tribunal gave us a teleconference while we should have got the option of a Zoom video.”
• “Works very well when one suffers from severe anxiety to have a teleconference, and I was happy that my appeal proceeded while the COVID-19 pandemic was here.”
• “There was a technology glitch to connect everyone from the group appeal with the teleconference, but other than that it was ok.”