Client surveys: we’re listening

A responsive tribunal is one that listens to the people who use its services. We can’t design a user-centred justice system unless we know what users think about their experience at the Tribunal.

Since December 2019, the Tribunal has been doing user surveys. We reach out to appellants to find out about their experience with the appeal process. We survey them after their hearing, but before they receive their decision. This way, their response is not influenced by whether they won their appeal or not. We ask questions such as whether the process was easy to understand, and if they feel they were treated with fairness and respect. This is an ongoing project.

We value the feedback we receive. It tells us what we’re doing well and where we can do better. Our goal is to make meaningful changes that will help appellants get better access to justice (A2J). We also think it is important to publish the feedback we get because we believe in being transparent about how the Tribunal works.

Please check out our latest survey results. We will publish new results quarterly.