Service standards results
We want you to get your decision as quickly as possible. That’s why we set standards for the number of days it will take. We track how we do against these service standards. This is like our report card. We use this information to assess our performance at processing appeals and to help us focus on areas for improvement.
We update this information 4 times a year. This page shows you our latest statistics on our service standards over the past year. For information on past years, you can read our progress reports.
General Division – Employment Insurance
We aim to get you your final decision within 45 days of filing the appeal and within 15 days of your hearing, 80% of the time. Here’s how we did.
|Time period||From filing of appeal||From hearing|
|% completed within 45 days (target is 80%)||Average days||% completed within 15 days (target is 80%)||Average days|
|2020-21 fiscal year||80%||36||88%||8|
General Division – Income Security (CPP-D, CPP, OAS/GIS)
We aim to get you your final decision within 70 days of filing the appeal and within 30 days of your hearing, 80% of the time. Here’s how we did.
|Time period||From when parties are ready for the hearing||From hearing|
|% completed within 70 days (target is 80%)||Average days||% completed within 30 days (target is 80%)||Average days|
|2020-21 fiscal year||65%||74||82%||22|
Appeal Division – Permission to appeal
At the Appeal Division, parties need to ask for permission to appeal (leave to appeal). We aim to decide on permission to appeal within 45 days, 80% of the time. When permission is granted, we then aim to get you your final decision within the next 150 days, 80% of the time.
If an appeal gets permission to proceed, we ask parties to send us submissions and we usually schedule a hearing. We aim to get you your final decision within 150 days from leave to appeal. Here’s how we did
|Time period||Permission to appeal||Final decision|
|% completed within 45 days (target is 80%)||Average days||% completed within 150 days (target is 80%)||Average days|
|2020-21 fiscal year||99%||18||95%||79|
N/A* : New service standards were in effect starting July 1, 2020. We included the average days for April to June 2020, but they aren’t included in the calculation of the 2020-21 fiscal year results.