Results for Canadians

We are always working to make our services better, based on data and user needs. We’re focused on creating a client-centric culture and providing people with timely decisions that clearly explain why benefits are granted or denied. We measure our results to identify areas for improvement and to stay accountable.

Transparency is also key to delivering a justice system that works. That’s why we publish statistics that measure our work. It helps us stay accountable to the people who use our system.

Snapshot

Overview of our results for April 1, 2020 to March 31, 2021.

Service Standards-April 1, 2020 to March 31, 2021 — Text version

Service Standards Average days to decision EI CPP-D, Other CPP, OAS/GIS Appeal Division Standard From filing of appeal From hearing From when parties ready for a hearing From hearing Decision on permission to appeal From permission to appeal to final decision Target 45 15 70 30 45 **150** Result **36.5** **8.4** **73.7** **21.5** **17.9** **79.1**

Client Satisfaction-April 1, 2020 to March 31, 2021 — Text version

Client satisfaction - April 1, 2020 to March 31, 2021 Client satisfaction rate 90% Satisfaction with navigator service 89%

Appeals and decisions-April 1, 2020 to March 31-2021 — Text version

Appeals and decisions - April 1, 2020 to March 31-2021 Appeals concluded 4,855 Decisions published to website 1,457

Compared with our results for April 1, 2019 to March 31, 2020.

Some of our service standards were new in the 2020-21 fiscal year. In those cases, we have put N/A (not applicable) in the table below, because we didn’t have a target in place yet.

Service Standards-April 1, 2019 to March 31, 2020 — Text version

Service standards Average days to decision EI CPP-D, Other CPP, OAS/GIS Appeal Division Standard From filing of appeal From hearing From when parties ready for a hearing From hearing Decision on permission to appeal From permission to appeal to final decision Target N/A 15 N/A 30 60 N/A Result N/A 14 N/A 26 27.2 N/A

Client Satisfaction-April 1, 2019 to March 31, 2020 — Text version

Client satisfaction - April 1, 2019 to March 31, 2020 Client satisfaction rate 86% Satisfaction with navigator service N/A

Appeals and decisions-April 1, 2019 to March 31, 2020 — Text version

Appeals and decisions - April 1, 2019 to March 31, 2020 Appeals concluded 8,210 Decisions published to website 1,690

Detailed client service results

Get the details and reports on our client service results.

Service standards

Our service standards show how many days it should take for us to complete appeals under normal circumstances. We report on our results and use the information to assess our performance and identify areas for improvement.

Client survey results

We ask appellants about their experience with the appeal process and publish the results. Our surveys help us understand where we need to improve.

Caseload statistics

We track the number of open appeals and we report on the numbers quarterly.

Statistics on published decisions

We share statistics on published decisions to show how many decisions we publish on our website.