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Annex 4: Program Administration

From: Employment and Social Development Canada

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List of abbreviations

This is the complete list of abbreviations for the Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2022 and ending March 31, 2023.

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
BEA
Business Expertise Advisor
BOA
Board of Appeal
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
CFP
Call for Proposals
COEP
Canadian Out of Employment Panel Survey
COLS
Community Outreach and Liaison Service
CPI
Consumer Price Index
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 Supplement
HCCS
Hosted Contact Centre Solution
HR
Human Resources
ID
Identification
IQF
Individual Quality Feedback
IS
Income Security
ISET
Indigenous Skills and Employment Training
IT
Information Technology
IVR
Interactive Voice Response
IWW
Integrated Workload and Workforce
JCP
Job Creation Partnership
LFS
Labour Force Survey
LMDA
Labour Market Development Agreements
LMI
Labour Market Information
LMP
Labour Market Partnerships
LTU
Long-Term Unemployment or Long-Term Unemployed
LTUR
Long-Term Unemployment Rate
LWF
Longitudinal Worker File
MAR
Monitoring and Assessment Report
MBM
Market Basket Measure
MIE
Maximum Insurable Earnings
MSCA
My Service Canada Account
MUS
Monetary Unit Sampling
NAICS
North American Industry Classification System
NERE
New entrant re-entrant
NESI
National Essential Skills Initiative
NHQ
National Headquarters
NIS
National Investigative Services
NOC
National Occupation Classification
NOM
National Operating Model
NQCP
National Quality and Coaching Program
OAG
Office of the Auditor General of Canada
OAS
Old Age Security
OASIS
Occupational and Skills Information System
OSC
Outreach Support Centre
PAAR
Payment Accuracy Review
PEAQ
Processing Excellence, Accuracy and Quality
P.p.
Percentage point
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
SCT
Skills and Competency Taxonomy
SD
Skills Development
SD-A
Skills Development – Apprenticeship
SD-R
Skills Development – Regular
SDP
Service Delivery Partner
SE
Self-Employment
SEPH
Survey of Employment, Payrolls and Hours
SFS
Skills for Success
SIN
Social Insurance Number
SIP
Sectoral Initiatives Program
SIR
Social Insurance Registry
SRS
Simple Random Sampling
SST
Social Security Tribunal
SST-GD-EI
Employment Insurance Section of the General Division of the Social Security Tribunal
STDP
Short-term disability plan
STVC
Status Vector
SUB
Supplemental Unemployment Benefit
SWSP
Sectoral Workforce Solutions Program
TES
Targeted Earning Supplements
TIS
Telephone Interpretation Service
TRF
Targeting, Referral and Feedback
TTY
Teletypewriter
TWS
Targeted Wage Subsidies
U
Unemployed
UC
Unemployed contributor
UV
Unemployment-to-job-vacancy
VBW
Variable Best Weeks
VER
Variable Entrance Requirement
VRI
Video Remote Interpretation
WCAG
Web Content Accessibility Guidelines
WISE
Work Integration Social Enterprises
WWC
Working While on Claim

List of tables

Annex 4.3.1a: Electronic services: percentage of claimants receiving benefits through direct deposit

Table 4.3.1a - Electronic services: percentage of claimants receiving benefits through direct deposit
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Atlantic 97.5 97.7 96.9 97.4 97.9 0.5%
Quebec 96.5 96.6 94.5 95.9 96.5 0.6%
Ontario 96.4 96.6 95.4 96.6 97.3 0.7%
Western 95.7 96.0 94.9 96.2 96.8 0.6%
Canada 96.4 96.6 95.2 96.4 97.1 0.7%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.3.1b: Points of service for EI Program delivery

Table 4.3.1b - Points of service for EI Program delivery1
Region 2018‑19 2019‑20* 2020‑21* 2021‑22* 2022‑23** % Change2
Atlantic 84 84 84 57 84 47.4%
Quebec 92 92 93 75 98 30.7%
Ontario 165 163 162 87 173 98.9%
Western 238 240 240 113 245 116.8%
Canada 579 579 579 332 600 80.7%
  • Note: Totals may not add up due to rounding
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 The values represent existing points of service as of March 31 for each fiscal year. Points of service include Service Canada Centres, Scheduled Outreach sites, and Service Delivery Partners. Service Canada Centre - Passport Services sites do not provide EI support.
  • 2 Percentage change between 2021‑22 and 2022‑23.
  • *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.
  • **As of March 31, 2023, 205 Scheduled Outreach sites were reopened.

Annex 4.3.1c: Service delivery: in-person EI requests (in millions)

Table 4.3.1c - Service delivery: in-person EI requests1 (in millions)
Region 2018‑19 2019‑20 2020‑213 2021‑22 2022‑23 % Change2
Atlantic 0.6 0.6 0.09 0.14 0.2 42.9%
Quebec 1.2 1.2 0.28 0.36 0.46 27.8%
Ontario 0.9 1.0 0.16 0.17 0.22 29.4%
Western 1.1 1.1 0.18 0.21 0.24 14.3%
Canada 3.8 3.9 0.7 0.88 1.13 28%
  • Note: Totals may not add up due to rounding.
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Volumes include clients assisted face to face (in a Service Canada Centre or Scheduled Outreach site) and those serving themselves at a Client Access Work Station (CAWS) computer which could result in values reflecting multiple requests by the same client.
  • 2Percentage change between 2021‑22 and 2022‑23.
  • 3As a result of the COVID-19 pandemic, the Service Canada Centres were closed in March 2020. EI Volumes for 2021‑22 only include activities that occurred in Service Canada Centres as a result of an appointment or since they are 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 4.3.1d: Service delivery: eServiceCanada EI requests (in thousands)

Table 4.3.1d - Service delivery: eServiceCanada EI requests1 (in thousands)
Region 2020‑21 2021‑22 2022‑23 % Change2
Atlantic 556 134 47 -65.3%
Quebec 353 203 96 -52.7%
Ontario 528 257 115 -55.1%
Western 160 273 120 -55.9%
Requests from outside of Canada 5 7 3 -48.5%
Canada 1,603 875 382 -56.3%
  • 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.
  • 2Percentage change between 2021‑22 and 2022‑23.
  • Detail of the annex: This annex is on Service Delivery. The eServiceCanada Employment Insurance Requests (where the Department provided EI service requests from eServiceCanada, as opposed to the EI client volumes that are normally reported on for eServiceCanada (i.e., EI clients). One EI client can result in one or more EI eServiceCanada requests.

Annex 4.3.1e: Community Outreach and Liaison Services: workers facing mass layoffs reached

Table 4.3.1e - Community Outreach and Liaison Services: workers facing mass layoffs reached
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Atlantic 781 1,437 249 116 92 -20.7%
Quebec 2,811 3,018 5,864 2,561 947 -63.0%
Ontario 2,363 3,720 1,239 1,158 1,667 44.0%
Western 1,247 2,494 1,239 51 991 1843.1%
Canada 7,202 10,669 8,976 3,886 3,697 -4.9%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.3.1f: Community Outreach and Liaison Services: number of all EI information sessions; citizens

Table 4.3.1f - Community Outreach and Liaison Services: number of all EI information sessions; citizens
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23* % Change1
Atlantic 115 155 116 78 61 -21.8%
Quebec 197 271 381 251 211 -15.9%
Ontario 228 380 208 93 147 58.1%
Western 156 170 121 44 133 202.3%
Canada 696 976 826 466 552 18.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.
  • *Note: The total for 2022‑2023 includes Temporary Foreign Workers, which was excluded before

Annex 4.3.1g: Community Outreach and Liaison Services: number of employers reached

Table 4.3.1g - Community Outreach and Liaison Services: number of employers reached
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Atlantic 21 109 156 38 4 -89.5%
Quebec 120 272 1,704 716 2,750 284.1%
Ontario 105 298 1,943 625 178 -71.5%
Western 32 86 498 90 4 -95.6%
Canada 278 765 4,301 1,469 2,936 99.9%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23

Annex 4.3.1h: Community Outreach and Liaison Services: number of work-sharing sessions; citizens

Table 4.3.1h - Community Outreach and Liaison Services: number of work-sharing sessions; citizens
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Atlantic 4 12 84 21 10 -52.4%
Quebec 48 65 238 142 129 -9.2%
Ontario 18 48 39 10 8 -20.0%
Western 0 10 3 0 0 0.0%
Canada 70 135 364 174 147 -15.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.3.1i: Community Outreach and Liaison Services: Outreach Support Centre EI requests (in thousands)

Table 4.3.1i - Community Outreach and Liaison Services: Outreach Support Centre EI requests1 (in thousands)
Region 2020‑21 2021‑22 2022‑23
Atlantic 1.4 0.8 1
Quebec 3.3 2.2 2.85
Ontario 4.2 1.9 1.4
Western 20.8 11.5 9.8
Canada 29.7 16.5 15.1
  • Note: Totals may not add up due to rounding.
  • Source: Service 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 EI voice response system (in millions)

Table 4.3.2a - Call Centres: enquiries resolved via EI voice response system (in millions)
Fiscal Year 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Canada 15.9 19.8 25.6 14.1 10.0 -29.1%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.3.2b: Call Centres: calls answered at the EI call centre (in millions)

Table 4.3.2b - Call Centres: calls answered at the EI call centre (in millions)
Fiscal Year 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Canada 4.6 4.4 5.6 7.2 6.2 -13.9%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.3.2c: Call Centres: client attempts to contact a call centre agent

Table 4.3.2c - Call Centres: client attempts to contact a call centre agent
Fiscal Year 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23
Attempts to speak to an agent 8,817,886 14,006,552 21,580,151 9,432,283 7,810,505
Calls that could not access the agent queue 3,189,609 8,298,993 10,816,735 117,325 22,422
Abandoned calls 979,761 1,303,770 5,150,382 2,132,887 1,602,997
Call answered by an agent 4,648,516 4,403,789 5,613,034 7,178,811 6,175,527
  • Source: Employment and Social Development Canada

Annex 4.3.2d: Call Centres: first contact resolution at the EI call centre

Table 4.3.2d - Call Centres: first contact resolution at the EI call centre
Fiscal Year 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 Change1
Canada 81.5% 77.3% 84.9% 83.4% 87.8% 4.4%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.3.3a: Electronic services: percentage of applications submitted online

Table 4.3.3a - Electronic services: percentage of applications submitted online
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Atlantic 99.3 99.2 98.6 98.2 98.4 0.2%
Quebec 98.6 98.9 98.1 97.4 96.9 -0.5%
Ontario 98.8 99.2 98.6 97.8 98.4 0.6%
Western 99.0 99.2 98.6 97.9 98.6 0.7%
Canada 98.9 99.1 98.5 97.7 98.1 0.4%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.3.3b: Service delivery: My Service Canada Account logins (in millions)

Table 4.3.3b - Service delivery: My Service Canada Account logins1 (in millions)
Fiscal Year 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change2
Canada 32.2 37.2 80.1 38.2 32.5 -14.9%
  • 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. Service Canada does not track personal identifying client information through this portal. Personal identifying client information would be needed to capture regional data.
  • 2Percentage change between 2021 to 2022 and 2022 to 2023.

Annex 4.3.3c: Service delivery: percentage of EI claimants who accessed My Service Canada Account

Table 4.3.3c - Service delivery: percentage of EI claimants who accessed My Service Canada Account
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Canada 38.0 39.1 34.8 28.0 36.6 30.7%
  • Note: Totals may not add up due to rounding.
  • Source: Service Canada, Employment Insurance (EI) administrative date.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.3.4a: Client Experience Survey – chart evolution EI service channel satisfaction

Table 4.3.4a - Client Experience Survey – chart evolution EI service channel satisfaction
EI Service channel satisfaction 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
In-Person channel satisfaction 80% 82% 77% 73% 73% 0%
Online channel satisfaction 79% 71% 77% 71% 72% 1%
Specialized Call Centre channel satisfaction 74% 59% 70% 63% 71% 8%
Overall Satisfaction 80% 77% 84% 76% 78% 2%
  • Source: Service Canada Client Experience Survey 2022‑23
  • 1Percentage difference between 2021‑22 and 2022‑23

Annex 4.3.4b: Client Experience Survey – evolution EI overall satisfaction by region

Table 4.3.4b - Client Experience Survey – evolution EI overall satisfaction by region
Overall and regional EI program satisfaction 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Atlantic 83% 74% 89% 78% 90% 12%
Quebec 85% 84% 81% 75% 75% 0%
Ontario 79% 75% 86% 75% 78% 3%
West/Territories 77% 74% 81% 76% 75% -1%
Canada 80% 77% 84% 76% 78% 2%
  • Source: Service Canada Client Experience Survey 2022‑23
  • 1Percentage difference between 2021‑22 and 2022‑23

Annex 4.3.4c: Client Experience Survey – percentage of service channel usage of EI clients in the ‘aware’ stage

Table 4.3.4c - Client Experience Survey – percentage of service channel usage of EI clients in the ‘aware’ stage
Service Channel3 2018‑192 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
In-person - 42% 13% 14% 19% 5%
Online - 71% 83% 83% 86% 3%
Specialized Call Centre - 20% 20% 19% 23% 4%
Mail - 8% 8% 11% 10% -1%
eServiceCanada - - 7% 6% 5% -1%
  • Source: Service Canada Client Experience Survey 2022‑23.
  • 1Percentage difference between 2021‑22 and 2022‑23.
  • 2Data not available for 2018‑19.
  • 3 Service Channel usage rates indicate the share of EI clients that used a particular service channel. Clients may use more than one service channel in each stage of the client journey.

Annex 4.3.4d: Client Experience Survey – percentage of EI channel usage in the 'apply' stage

Table 4.3.4d - Client Experience Survey – percentage of EI channel usage in the 'apply' stage
Service Channel3 2018‑192 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
In-Person - 44% 7% 8% 12% 4%
Online - 69% 94% 94% 91% -3%
Specialized Call Centre - 15% 16% 19% 23% 4%
Mail - 3% 3% 5% 4% -1%
eServiceCanada - - 5% 6% 5% -1%
  • Source: Service Canada Client Experience Survey 2022‑23.
  • 1Percentage difference between 2021‑22 and 2022‑23.
  • 2Data not available for 2018‑19
  • 3 Service Channel usage rates indicate the share of EI clients that used a particular service channel. Clients may use more than one service channel in each stage of the client journey.

Annex 4.3.4e: Client Experience Survey – percentage of EI channel usage in the 'follow-up' stage

Table 4.3.4e - Client Experience Survey – percentage of EI channel usage in the 'follow-up' stage
Service Channel3 2018‑192 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
In-Person - 40% 11% 17% 19% 2%
Online - 62% 56% 59% 61% 2%
Specialized Call Centre - 75% 71% 79% 77% -2%
Mail - 11% 9% 6% 6% 0%
eServiceCanada - - 34% 31% 20% -11%
  • Source: Service Canada Client Experience Survey 2022‑23.
  • 1Percentage difference between 2021‑22 and 2022‑23.
  • 2Data not available for 2018‑19
  • 3 Service Channel usage rates indicate the share of EI clients that used a particular service channel. Clients may use more than one service channel in each stage of the client journey.

Annex 4.4.1a: Records of employment: percent distribution of paper records of employment versus electronic records of employment

Table 4.4.1a - Records of employment: percent distribution of paper records of employment versus electronic records of employment
Fiscal Year eROEs - Canada % total Paper - Canada % total
2018‑19 92.3 7.7
2019‑20 94.6 5.4
2020‑21 95.6 4.4
2021‑22 97.5 2.5
2022‑23 98.0 2.0
Year-by-Year Comparison1 +0.5% -0.5%
  • Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
  • 1Percentage difference between 2021‑22 and 2022‑23.

Annex 4.4.1b: Electronic records of employment: number of new record of employment web registrations

Table 4.4.1b - Electronic records of employment: number of new record of employment web registrations
Fiscal Year 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Canada 39,949 45,849 84,699 40,231 42,939 6.7%
  • 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 2021‑22 and 2022‑23.

Annex 4.4.1c: Electronic records of employment: number of records of employment submitted electronically by employers

Table 4.4.1c - Electronic records of employment: number of records of employment submitted electronically by employers1
Fiscal Year 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change2
Canada 9,800,954 12,808,991 12,237,632 12,203,454 11,737,128 -3.8%
  • 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 between 2021‑22 and 2022‑23.

Annex 4.4.2a: EI claims processing: number of claims processed

Table 4.4.2a - EI claims processing: number of claims processed
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Atlantic 382,382 404,778 678,144 407,942 367,505 -9.9%
Quebec 767,231 914,938 2,014,639 917,832 794,598 -13.4%
Ontario 875,406 1,066,065 2,873,316 1,148,588 967,693 -15.7%
Western 786,678 939,753 2,392,358 912,839 845,848 -7.3%
Canada 2,811,697 3,325,534 7,958,457 3,387,201 2,975,644 -12.2%
  • Source: Service Canada, Employment Insurance (EI) administrative data
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.4.2b: EI claims processing: speed of payment (%)

Table 4.4.2b - EI claims processing: speed of payment (%)
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Atlantic 86.6 86.8 93.1 88.3 85.2 -3.5%
Quebec 80.2 79.5 89.0 84.3 74.2 -12.0%
Ontario 79.3 79.7 88.8 86.2 76.3 -11.5%
Western 77.2 77.4 87.5 84.1 74.0 -12.0%
Canada 80.0 80.0 88.8 85.4 76.2 -10.8%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.4.2c: Electronic services: partially or fully automated claims (%)

Table 4.4.2c - Electronic services: partially or fully automated claims (%)
Region 2018‑19 2019‑20 2020‑21 2021‑22 2022‑23 % Change1
Atlantic 80.1 81.4 89.5 80.9 78.2 -3.3%
Quebec 72.4 76.0 88.6 80.0 69.6 -13.0%
Ontario 72.3 77.0 89.3 76.0 70.2 -7.6%
Western 69.6 74.6 88.5 74.9 69.5 -7.2%
Canada 72.6 76.6 88.9 77.4 70.8 -8.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021‑22 and 2022‑23.

Annex 4.5.1a: EI payment accuracy review: estimated financial impact of errors and estimated error rate, by sources (based on PAAR sample)

Table 4.5.1a - EI payment accuracy review: estimated financial impact of errors and estimated error rate, by sources (based on PAAR sample)
Fiscal year 2021‑22 2022‑23
Total EI benefit payout 37.8B 20.0B
EI payment accuracy rate 94.0% 94.5%
Errors by Sources Estimated financial impact ($M) 2021‑22 Estimated error rate 2021‑22 Estimated financial impact ($m) 2022‑23 Estimated error rate 2022‑23
Claimant $1604.9 4.2% $538.2 2.7%
Employer $226.0 0.6% $199.5 1.0%
ESDC $427.3 1.1% $357.5 1.8%
Total $2.2B 6.0% $1.09 B 5.5%
  • Note: PAAR sampling methodology has undergone changes: in 2021‑22, the sampling methodology was combination of MUS and SRS due to a transitional period. However, in 2022‑23, sampling methodology has been completely transitioned and used SRS throughout the whole fiscal year.
  • Therefore, strong caution is advised against trend analysis or other analysis involving year over year comparisons, or changes, or the broken-down figures themselves such as error-source, or sub-benefit-type. This is due to sampling methodology and sample size changes

Annex 4.6.2a: SST General Division – EI appeals

Table 4.6.2a - SST General Division – EI appeals
Appeal information Number of regular files Number of group files Total number of files
Appeals in progress on March 31,2022 845 398 1,243
Appeals received  3,974  16  3,990
Appeals concluded 3,197 201  3,398
Appeals in progress on March 31, 2023 1,622  213  1,835
  • 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 (excluding group appeals)

Table 4.6.2b - SST General Division file complete to decision sent (excluding group appeals)
Fiscal year Average of file complete to decision sent (days) Percentage of files meeting service standard
2018‑19 144 11.7% (538)
2019‑20 51 58.9% (2,163)
2020‑21 37 79.4% (1,441)
2021‑22 43 68.8% (1,660)
2022‑23 113.1 7.4% (223)
  • 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 group appeals)

Table 4.6.2c - SST General Division decisions issued within 15 Days of hearing (excluding group appeals)
Fiscal year Average of hearing held to decision sent (days) Percentage of files meeting service standard (number of files) *
2018‑19 23.6 48.8% (2,025)
2019‑20 14.0 73.0% (2,447)
2020‑21 8.8 86.2% (1,400)
2021‑22 9.0 82.5% (1,839)
2022‑23 17.7 61.2% (1,564)
  • Note: The goal is to complete 80% of decision within 15 days from the hearing was held.
  • *Erratum: The data in this column in the 2021‑22 report was noted incorrectly. This year's data is confirmed and validated.

Annex 4.6.2d: SST General Division decisions issued within 15 days of hearing (including group appeals)

Table 4.6.2d - SST General Division decisions issued within 15 days of hearing (including group appeals)
Fiscal year Average of hearing held to decision sent (days) Percentage of files meeting service standard (number of files) *
2018‑19 24.4 48.3% (2,059)
2019‑20 27.0 65.0% (2,471)
2020‑21 9.1 84.6% (1,402)
2021‑22 9.0 83.0% (1,841)
2022‑23 18.6 59.4% (1,567)
  • Note: The goal is to complete 80% of decision within 15 days from the hearing was held.
  • *Erratum: The data in this column in the 2021‑22 report was noted incorrectly. This year's data is confirmed and validated.

Annex 4.6.2e: SST General Division decisions disputed at the Appeal Division

Table 4.6.2e - 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 31,2022 140 0 140
Appeals received 770 108 878
Appeals concluded 679 108 787
Appeals in progress on March 31, 2023 231 0 231

Annex 4.6.2f: SST Appeal Division file complete to leave to appeal service standard (excluding group appeals)

Table 4.6.2f - SST Appeal Division file complete to leave to appeal service standard (excluding group appeals)
Fiscal Year Average of file complete to leave to appeal decision sent (days) Percentage of Files Meeting Service Standard (Number of Files)
2018‑19 48.1 74.2% (328)
2019‑20 27.6 86.6% (432)
2020‑21 21.6 94.8% (183)
2021‑22 23.1 94.7% (267)
2022‑23 41.3 64.3% (495)
  • 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 (excluding group appeals)

Table 4.6.2g - SST Appeal Division leave granted to final decision service standard (excluding group appeals)
Fiscal Year Average of leave decision granted to final decision sent (days) Percentage of files meeting service standard (number of files)
2018‑19 144.2 62.7% (94)
2019‑20 106.3 86.1% (211)
2020‑21 77.1 96.5% (111)
2021‑22 89.0 93.9% (107)
2022‑23 105 80.8% (229)
  • Note: The goal is to complete 80% of final decisions within 150 days from permission to appeal being granted.

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