Service standards: so you know what to expect

Over the past year at the Social Security Tribunal, we’ve focused on improving how we process appeals. Innovations by our staff and members have allowed us to cut out unnecessary steps and shorten times to do our work. Because of this, we set new service standards.

In April 2019, we reduced our service standards for the overall processing of appeals. We went from 90 to 45 days for the General Division – Employment Insurance, and from 150 to 70 days for the General Division – Income Security. For Income Security cases, we measure this from the time the parties are ready to proceed.

Starting July 1, 2020, we will reduce our service standards at the Appeal Division.

The standard covering the time from when an appellant submits a complete appeal to when the permission to appeal is decided will be reduced by a quarter. It will go to 45 days – down from 60 days. And from permission granted to get a final decision, it will also be reduced by over a quarter: to 150 days – down from 210 days.

Our updated service standards, and how we are faring against them, are on our website. We will update this information quarterly.