This is the complete list of abbreviations for the Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2021 and ending March 31, 2022.
Abbreviations
AD
Appeal Division
ADR
Alternative Dispute Resolution
AI
Artificial Intelligence
ASETS
Aboriginal Skills and Employment Training Strategy
B
Beneficiary
B/C Ratio
Benefits-to-Contributions ratio
B/U
Beneficiary-to-Unemployed (ratio)
B/UC
Beneficiary-to-Unemployed Contributor (ratio)
BDM
Benefits Delivery Modernization
CAWS
Client Access Workstation Services
CCAJ
Connecting Canadians with Available Jobs
CCDA
Canadian Council of Directors of Apprenticeship
CCIS
Corporate Client Information Service
CEGEP
College of General and Professional Teaching
CEIC
Canada Employment Insurance Commission
CERB
Canada Emergency Response Benefit
CESB
Canada Emergency Student Benefit
CEWB
Canada Emergency Wage Subsidy
COEP
Canadian Out of Employment Panel Survey
COLS
Community Outreach and Liaison Service
CPP
Canada Pension Plan
CRA
Canada Revenue Agency
CRB
Canada Recovery Benefit
CRCB
Canada Recovery Caregiving Benefit
CRF
Consolidated Revenue Fund
CRSB
Canada Recovery Sickness Benefit
CSO
Citizen Service Officer
CWLB
Canada Worker Lockdown Benefit
CX
Client Experience
EAS
Employment Assistance Services
EBSM
Employment Benefits and Support Measures
ECC
Employer Contact Centre
EI
Employment Insurance
EI-ERB
Employment Insurance Emergency Response Benefit
EICS
Employment Insurance Coverage Survey
EIPR
Employment Insurance Premium Ratio
eROE
Electronic Record of Employment
ESDC
Employment and Social Development Canada
eSIN
Electronic Social Insurance Number
FY
Fiscal Year
G7
Group of Seven
GDP
Gross Domestic Product
GIS
Guaranteed Income Supplements
HCCS
Hosted Contact Centre Solution
HR
Human Resources
ID
Identification
IQF
Individual Quality Feedback
IS
Income Security
ISET
Indigenous Skills and Employment Training
IVR
Interactive Voice Response
JCP
Job Creation Partnerships
LFS
Labour Force Survey
LMDA
Labour Market Development Agreements
LMI
Labour Market Information
LMP
Labour Market Partnerships
LWF
Longitudinal Worker File
MAR
Monitoring and Assessment Report
MBM
Market Basket Measure
MIE
Maximum Insurable Earnings
MSCA
My Service Canada Account
NAICS
North American Industry Classification System
NESI
National Essential Skills Initiative
NIS
National Investigative Services
NOM
National Operating Model
NQCP
National Quality and Coaching Program
OAG
Office of the Auditor General of Canada
OAS
Old Age Security
OSC
Outreach Support Centre
PAAR
Payment Accuracy Review
PEAQ
Processing Excellence, Accuracy and Quality
PPE
Premium-paid eligible individuals
PRAR
Processing Accuracy Review
PRP
Premium Reduction Program
PTs
Provinces and Territories
QPIP
Quebec Parental Insurance Plan
RAIS
Registered Apprenticeship Information System
RCMP
Royal Canadian Mounted Police
R&I
Research and Innovation
ROE
Record of Employment
ROE Web
Record of employment on the web
RPA
Robotics Process Automation
SAT
Secure Automated Transfer
SCC
Service Canada Centre
SD
Skills Development
SD-A
Skills Development – Apprenticeship
SD-R
Skills Development – Regular
SDP
Service Delivery Partner
SEPH
Survey of Employment, Payrolls and Hours
SIN
Social Insurance Number
SIR
Social Insurance Registry
SRS
Simple Random Sampling
SST
Social Security Tribunal
STDP
Short-term disability plan
SUB
Supplemental Unemployment Benefit
TRF
Targeting, Referral and Feedback
TTY
Teletypewriter
TWS
Targeted Wage Subsidies
U
Unemployed
UC
Unemployed contributor
UV
Unemployment-to-vacancy
VBW
Variable Best Weeks
VER
Variable Entrance Requirement
VRI
Video Remote Interpretation
WCAG
Web Content Accessibility Guidelines
WWC
Working While on Claim
Annex 4.3.1a – Points of service for EI Program delivery
Points of service for EI Program delivery1
Region
FY1718
FY1819
FY1920
FY2021*
FY2122**
% Change2
Atlantic
84
84
84
84
57
-32.1%
Quebec
93
92
92
93
75
-19.4%
Ontario
167
165
163
162
87
-46.3%
Western
214
238
240
240
113
-52.9%
Canada
558
579
579
579
332
-42.7%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1The values represent existing points of service as of March 31st for each fiscal year. Points of service include Service Canada Centres, Scheduled Outreach sites.
2Percentage change between FY2021 and FY2122.
Service Delivery Partners and Service Canada Community Offices, Service Canada Centre – Passport Services sites might also provide some limited EI support.
*Due to the COVID-19 pandemic response, Scheduled Outreach sites were not accessible to clients during these periods. The FY2021 data included the scheduled outreach sites that closed during the COVID-19 pandemic.
**As of March 31, 2022, the Scheduled Outreach sites had not been reactivated due to COVID-19 health and safety measures, they are not included in the total.
Annex 4.3.1b – Service delivery: In-person Employment Insurance requests (in millions)
Service delivery: In-person Employment Insurance requests1 (in millions)
Region
FY1718
FY1819
FY1920
FY20213
FY2122
% Change2
Atlantic
0.6
0.6
0.6
0.09
0.14
55.6%
Quebec
1.2
1.2
1.2
0.28
0.36
28.6%
Ontario
0.9
0.9
1.0
0.16
0.17
6.3%
Western
1.2
1.1
1.1
0.18
0.21
16.7%
Canada
3.9
3.8
3.9
0.7
0.88
26.0%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1These values could reflect multiple requests by the same client. Statistics include clients assisted face to face and those serving themselves at a Client Access Work Station (CAWS) computer.
2Percentage change between FY2021 and FY2122.
3As a result of the pandemic, the Service Canada Centres were closed in March 2020. EI volumes for 2021 to 2022 only include activities that occurred in Service Canada Centres as a result of an appointment or since their staggered reopening that began in July 2020. In response to the pandemic, eServiceCanada was launched in March 2020, enabling clients to request assistance for EI via an online form. Once a form was submitted, an officer would call the client within 2 business days to either provide the client assistance or, if necessary, make an appointment to see an officer in a Service Canada Centre; note that eServiceCanada volumes are not included in this table.
Annex 4.3.1c – Service delivery: eServiceCanada EI requests (in thousands)
Service delivery: eServiceCanada EI requests 1, 2 (in thousands)
Region
FY20213
FY2122
%Change4
Atlantic
556
134
-75.8%
Quebec
353
203
-42.5%
Ontario
528
257
-51.3%
Western
160
273
70.8%
Requests from outside of Canada
5
7
40.0%
Canada
1,603
875
-45.4%
Note: Totals may not add up due to rounding.
Source: Service Canada, eServiceCanada, Employment Insurance (EI) administrative data from Microsoft Dynamics.
1These values could reflect multiple requests by the same client. Data include all EI services requested by clients as they complete the eServiceCanada form on Canada.ca.
2The total for Canada includes over 5,000 requests from outside of Canada.
3The service request totals correspond to requests made by nearly 1.3 million EI clients.
4Percentage between FY2021 and FY2122.
Annex 4.3.1d – Community Outreach and Liaison Services: workers facing mass layoffs reached (number)
Community Outreach and Liaison Services: workers facing mass layoffs reached (number)
Region
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Atlantic
807
781
1,437
249
116
-53.4%
Quebec
3,607
2,811
3,018
5,864
2,561
-56.3%
Ontario
3,659
2,363
3,720
1,239
1,158
-6.5%
Western
2,507
1,247
2,494
1,624
51
-96.9%
Canada
10,580
7,202
10,669
8,976
3,886
-56.7%
Source: Service Canada, Employment Insurance (EI) administrative data.
1Percentage change between FY2021 and FY2122.
Annex 4.3.1e – Community Outreach and Liaison Services: All EI information sessions – citizens (number)
Community Outreach and Liaison Services: All EI information sessions – citizens (number)
Region
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Atlantic
106
115
155
116
78
-32.8%
Quebec
274
197
271
381
251
-34.1%
Ontario
440
228
380
208
93
-55.3%
Western
216
156
170
121
44
-63.6%
Canada
1,036
696
976
826
466
-43.6%
Source: Service Canada, Employment Insurance (EI) administrative data.
1Percentage change between FY2021 and FY2122.
Annex 4.3.1f – Community Outreach and Liaison Services: employers reached (number)
Community Outreach and Liaison Services: employers reached (number)
Region
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Atlantic
70
21
109
156
38
-75.6%
Quebec
134
120
272
1,704
716
-58.0%
Ontario
284
105
298
1,943
625
-67.8%
Western
47
32
86
498
90
-81.9%
Canada
535
278
765
4,301
1,469
-65.8%
Source: Service Canada, Employment Insurance (EI) administrative data.
1Percentage change between FY2021 and FY2122.
Annex 4.3.1g – Community Outreach and Liaison Services: work-sharing sessions – citizens (number)
Community Outreach and Liaison Services: work-sharing sessions – citizens (number)
Region
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Atlantic
7
4
12
84
21
-75.0%
Quebec
57
48
65
238
142
-40.3%
Ontario
23
18
48
39
10
-74.4%
Western
0
0
10
3
0
-100.0%
Canada
87
70
135
364
174
-52.2%
Source: Service Canada, Employment Insurance (EI) administrative data.
1Percentage change between FY2021 and FY2122.
Annex 4.3.1h – Community Outreach and Liaison Services: Outreach Support Centre EI requests (in thousands)
Community Outreach and Liaison Services: Outreach Support Centre EI requests1 (in thousands)
Region
FY2021
FY2122
Atlantic
1.4
0.8
Quebec
3.3
2.2
Ontario
4.2
1.9
Western
20.8
11.5
Canada
29.7
16.5
Note: Totals may not add up due to rounding.
Source: Services Canada, Outreach Support Centre, Employment Insurance (EI) administrative data from ATOM.
1These values could reflect multiple requests by the same client.
Annex 4.3.2a – Call Centres: enquiries resolved via Employment Insurance voice response system (in millions)
Call Centres: enquiries resolved via Employment Insurance voice response system (in millions)
Fiscal Year
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Canada
16.6
15.9
19.8
25.6
14.1
-44.8%
Source: Service Canada, Employment Insurance (EI) administrative data.
Source: Service Canada, Employment Insurance (EI) administrative data.
1Percentage change between FY2021 and FY2122.
Annex 4.3.3b – Service delivery: My Service Canada Account logins (in millions)
Service delivery: My Service Canada Account logins1 (in millions)
Fiscal Year
FY1718
FY1819
FY1920
FY2021
FY2122
% Change2
Canada
28.8
32.2
37.2
80.1
38.2
-52.3%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1Regional breakdowns for MSCA logins are not available. The data tracking system used for MSCA is a secure information portal; hence, Service Canada does not track personal identifying client information through this portal. Personal identifying client information would be needed in order to capture regional data.
2Percentage change between FY2021 and FY2122.
Annex 4.3.3c – Service delivery: EI claimants who accessed My Service Canada Account (%)
Service delivery: EI claimants who accessed My Service Canada Account (%)
Fiscal Year
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Canada
35.2%
38.0%
39.1%
34.8%
28.0%
-19.5%
Note: Totals may not add up due to rounding.
Source: Service Canada, Employment Insurance (EI) administrative data.
1Percentage change between FY2021 and FY2122.
Annex 4.3.5a – Client experience survey: Evolution of service channel satisfaction
Client experience survey: Evolution of service channel satisfaction
EI service channel satisfaction
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
In-Person channel satisfaction
80%
80%
82%
77%
73%
-4%
Online channel satisfaction
79%
79%
71%
77%
71%
-6%
Specialized Call Centre channel satisfaction
85%
74%
59%
70%
63%
-7%
Source: Service Canada Client Experience Survey 2020-21.
1Percentage difference between FY2021 and FY2122.
Annex 4.3.5b – Client experience survey: Evolution of overall EI satisfaction by region
Client experience survey: Evolution of overall EI satisfaction by region
Overall and regional EI program satisfaction
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Atlantic
92%
83%
74%
89%
78%
-11%
Quebec
88%
85%
84%
81%
75%
-6%
Ontario
82%
79%
75%
86%
75%
-11%
West/Territories
75%
77%
74%
81%
76%
-5%
Canada
83%
80%
77%
84%
76%
-8%
Source: Service Canada Client Experience Survey 2020-21.
1Percentage difference between FY2021 and FY2122.
Annex 4.3.5c – Client experience survey: Evolution service channel usage of EI clients in the "aware" stage
Client experience survey: Evolution service channel usage of EI clients in the "aware" stage
Service channel
FY1718
FY18191
FY1920
FY2021
FY2122
% Change2
In-Person
35%
-
42%
13%
14%
1%
Online
60%
-
71%
83%
83%
0%
Specialized Call Centre
19%
-
20%
20%
19%
-1%
Mail
8%
-
8%
8%
11%
3%
eServiceCanada
-
-
-
7%
6%
-1%
Source: Service Canada Client Experience Survey 2020-21.
1Data not available for FY1819.
2Percentage difference between FY2021 and FY2122.
Annex 4.3.5d – Client experience survey: Evolution service channel usage of EI clients in the "apply" stage
Client experience survey: Evolution service channel usage of EI clients in the "apply" stage
Service channel
FY1718
FY18191
FY1920
FY2021
FY2122
% Change2
In-Person
35%
-
44%
7%
8%
1%
Online
87%
-
69%
94%
94%
0%
Specialized Call Centre
22%
-
15%
16%
19%
3%
Mail
6%
-
3%
3%
5%
2%
eServiceCanada
-
-
-
5%
6%
1%
Source: Service Canada Client Experience Survey 2020-21.
1Data not available for FY1819.
2Percentage difference between FY2021 and FY2122.
Annex 4.3.5e – Client experience survey: Evolution service channel usage of EI clients in the "follow up" stage
Client experience survey: Evolution service channel usage of EI clients in the "follow up" stage
Service channel
FY1718
FY18191
FY1920
FY2021
FY2122
% Change2
In-Person
35%
-
40%
11%
17%
6%
Online
52%
-
62%
56%
59%
3%
Specialized Call Centre
61%
-
75%
71%
79%
8%
Mail
7%
-
11%
9%
6%
-3%
eServiceCanada*
-
-
-
34%
31%
-3%
Source: Service Canada Client Experience Survey 2020-21.
1Data not available for FY1819.
2Percentage difference between FY2021 and FY2122.
*eServiceCanada was not yet in place for FY1718 to FY1920.
Annex 4.4.1a – Electronic records of employment: % Distribution of paper records of employment versus electronic records of employment
Electronic records of employment: % Distribution of paper records of employment versus electronic records of employment
Fiscal Year
eROEs – Canada % total
Paper – Canada % total
FY1718
90.4
9.6
FY1819
92.3
7.7
FY1920
94.6
5.4
FY2021
95.6
4.4
FY2122
97.5
2.5
Year-by-Year Comparison1
2.0
-
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) – Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
1This figure represents the percentage point increase over the percentage of ROEs submitted electronically the previous fiscal year.
Annex 4.4.1b – Electronic records of employment: new record of employment web registrations (number)
Electronic records of employment: new record of employment web registrations (number)
Fiscal Year
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Canada
42,411
39,949
45,849
84,699
40,231
-52.5%
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
1Percentage change between FY2021 and FY2122.
Annex 4.4.1c – Electronic records of employment: records of employment submitted electronically by employers (number)
Electronic records of employment: records of employment submitted electronically by employers1 (number)
Fiscal Year
FY1718
FY1819
FY1920
FY2021
FY2122
% Change2
Canada
9,290,983
9,800,954
12,808,991
12,237,632
12,203,454
-0.3%
Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
1Electronic Records of Employment (eROEs) consist of Web eROEs and Secure Automated Transfer (SAT) eROEs.
2Percentage change between FY2021 and FY2122.
Annex 4.4.2a – EI claims processing: claims processed (number)
EI claims processing: claims processed (number)
Region
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Atlantic
375,846
382,382
404,778
678,144
407,942
-39.8%
Quebec
764,175
767,231
914,938
2,014,639
917,832
-54.4%
Ontario
865,308
875,406
1,066,065
2,873,316
1,148,588
-60.0%
Western
778,727
786,678
939,753
2,392,358
912,839
-61.8%
Canada
2,784,056
2,811,697
3,325,534
7,958,457
3,387,201
-57.4%
Source: Service Canada, Employment Insurance (EI) administrative data.
1Percentage change between FY2021 and FY2122.
Annex 4.4.2b – EI claims processing: speed of payment (%)
EI claims processing: speed of payment (%)
Region
FY1718
FY1819
FY1920
FY2021
FY2122
% Change1
Atlantic
88.0
86.6
86.8
93.1
88.3
-5.2%
Quebec
82.4
80.2
79.5
89.0
84.3
-5.3%
Ontario
81.3
79.3
79.7
88.8
86.2
-2.9%
Western
80.3
77.2
77.4
87.5
84.1
-3.9%
Canada
82.2
80.0
80.0
88.8
85.4
-3.8%
Source: Service Canada, Employment Insurance (EI) administrative data.
1Percentage change between FY2021 and FY2122.
Annex 4.5.1a – EI payment accuracy review: estimated financial impact of errors and estimated error rate, by sources (based on PAAR sample)
EI payment accuracy review: estimated financial impact of errors and estimated error rate, by sources (based on PAAR sample)
Note: The error rate is calculated as the sum of projected overpayment and projected underpayment divided by gross total payout. The projected most likely error rate is calculated by applying the appropriate design weight to the errors identified in the monthly MUS and SRS samples.
Source: Employment and Social Development Canada.
March fiscal year-end results include both confirmed and potential monetary errors for overpayments and underpayments identified through the course of the payment accuracy review. Potential errors require additional actions to confirm whether an error has occurred. Until those actions are completed, they are captured as errors. Although Quality Services works diligently to resolve all potential errors by fiscal year-end, it is not always possible. The results presented in annex 4.5.1a reflect the most current results for both FY2021 and FY2122.
Annex 4.5.1b – 15-year overview of claimant errors
15-year overview of claimant errorsText description of Annex 4.5.1b
15-year overview of claimant errors
Fiscal year
Error Rate
FY0708
1.8%
FY0809
1.2%
FY0910
1.4%
FY1011
3.0%
FY1112
2.0%
FY1213
2.3%
FY1314
2.4%
FY1415
2.2%
FY1516
2.9%
FY1617
1.9%
FY1718
2.1%
FY1819
1.8%
FY1920
3.0%
FY2021
2.1%
FY2122
4.2%
Note: The error rate is calculated as the sum of projected overpayment and projected underpayment divided by gross total payout. The projected most likely error rate is calculated by applying the appropriate design weight to the errors identified in the monthly MUS and SRS samples.
Source: Employment and Social Development Canada.
*The FY2122 results are weighted by their design weights, which account for the monthly variation in the total number of beneficiaries, sample size and strata based on benefit-type.
Annex 4.5.1c – 15-year overview of employer errors
15-year overview of employer errorsText description of Annex 4.5.1c
15-year overview of claimant errors
Fiscal year
Error Rate
FY0708
1.4%
FY0809
1.4%
FY0910
1.4%
FY1011
1.1%
FY1112
1.8%
FY1213
2.7%
FY1314
1.7%
FY1415
1.3%
FY1516
2.4%
FY1617
1.5%
FY1718
1.2%
FY1819
1.3%
FY1920
0.8%
FY2021
0.9%
FY2122
0.6%
Note: The error rate is calculated as the sum of projected overpayment and projected underpayment divided by gross total payout. The projected most likely error rate is calculated by applying the appropriate design weight to the errors identified in the monthly MUS and SRS samples.
Source: Employment and Social Development Canada.
*The FY2122 results are weighted by their design weights, which account for the monthly variation in the total number of beneficiaries, sample size and strata based on benefit-type.
Annex 4.5.1d – 15-year overview of Service Canada errors
15-year overview of employer errorsText description of Annex 4.5.1c
15-year overview of claimant errors
Fiscal year
Error Rate
FY0708
2.2%
FY0809
1.6%
FY0910
1.1%
FY1011
1.9%
FY1112
1.0%
FY1213
0.9%
FY1314
0.5%
FY1415
1.0%
FY1516
0.8%
FY1617
1.3%
FY1718
0.8%
FY1819
0.8%
FY1920
1.7%
FY2021
0.8%
FY2122
1.1%
Note: The error rate is calculated as the sum of projected overpayment and projected underpayment divided by gross total payout. The projected most likely error rate is calculated by applying the appropriate design weight to the errors identified in the monthly MUS and SRS samples.
Source: Employment and Social Development Canada.
*The FY2122 results are weighted by their design weights, which account for the monthly variation in the total number of beneficiaries, sample size and strata based on benefit-type.
Annex 4.6.2a – SST General Division - EI appeals
SST General Division - EI appeals
Appeal information
Number of regular files
Number of group files
Total number of files
Appeals in progress on March 31,2021
265
322
587
Appeals received
3,139
98
3,237
Appeals concluded
2,560
22
2,582
Appeals in progress on March 31, 2022
844
398
1,242
Note: Volumes listed differ from the Progress Report due to the Progress Report excluding groups.
Annex 4.6.2b – SST General Division file complete to decision sent
SST General Division file complete to decision sent
Fiscal Year
Average of file complete to decision sent (days)
Percentage of Files Meeting Service Standard
FY1819
144
11.7% (538)
FY1920
51
58.9% (2163)
FY2021
37
79.4% (1441)
FY2122
43
68.8% (1661)
Note: The goal is to complete 80% of decision within 45 days from the date the appeal is filed with the Tribunal
Annex 4.6.2c – SST General Division decisions issued within 15 Days of hearing (excluding groups)
SST General Division decisions issued within 15 Days of hearing (excluding groups)
Fiscal Year
Average of hearing held to decision sent (days)
Percentage of Files Meeting Service Standard (Number of Files)
FY1819
23.6
11.7% (538)
FY1920
14.0
56.9% (2163)
FY2021
8.8
79.4% (1441)
FY2122
9.0
68.8% (1661)
Note: The goal is to complete 80% of decision within 15 days from when the hearing was held.
Annex 4.6.2d – SST General Division decisions issued within 15 days of hearing (including groups)
SST General Division decisions issued within 15 days of hearing (including groups)
Fiscal Year
Average of hearing held to decision sent (days)
Percentage of Files Meeting Service Standard (Number of Files)
FY1819
24.4
11.4% (538)
FY1920
27
50.2% (2164)
FY2021
9.1
77.5% (1442)
FY2122
9.0
68.8% (1662)
Note: The goal is to complete 80% of decision within 15 days from when the hearing was held.
Annex 4.6.2e – SST General Division decisions disputed at the Appeal Division
SST General Division decisions disputed at the Appeal Division
Appeal information
Number of regular files
Number of group files
Total number of files
Appeals in progress on March 31,2021
39
0
39
Appeals received
373
0
373
Appeals concluded
272
0
272
Appeals in progress on March 31, 2022
140
0
140
Annex 4.6.2f – SST Appeal Division file complete to Leave to Appeal service standard – FY
SST Appeal Division file complete to Leave to Appeal service standard - FY
Fiscal Year
Average of file complete to leave to appeal decision sent (days)
Percentage of Files Meeting Service Standard (Number of Files)
FY1819
48.1
74.2% (328)
FY1920
27.6
86.6% (432)
FY2021
21.6
94.8% (183)
FY2122
23.1
94.7% (267)
Note: The goal is to complete 80% of leave to appeal decision within 45 days that the appeal is received by the appeal division.
Annex 4.6.2g – SST Appeal Division leave granted to final decision service standard – FY
SST Appeal Division leave granted to final decision service standard - FY
Fiscal Year
Average of leave decision granted to final decision sent (days)
Percentage of Files Meeting Service Standard (Number of Files)
FY1819
144.2
62.7% (94)
FY1920
106.3
86.1% (211)
FY2021
77.1
96.5% (111)
FY2122
89.0
93.9% (107)
Note: The goal is to complete 80% of final decisions within 150 days from permission to appeal being granted.
