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Annex 4: Program administration

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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, 2023 and ending March 31, 2024.

B/C
Benefits-to-Contributions
B/U
Beneficiary-to-Unemployed (rate)
B/UC
Beneficiary-to-Unemployed Contributor (rate)
CAWS
Client Access Work Station
CCB
Compassionate Care Benefits
CCDA
Canadian Council of Directors of Apprenticeship
CCIS
Corporate Client Information Service
CEEDD
Canadian Employer-Employee Dynamics Database
CEGEP
College of General and Professional Teaching
CEIC
Canada Employment Insurance Commission
CEIFB
Canada Employment Insurance Financing Board
CERB
Canada Emergency Response Benefit
CF
Canadian Forces
CFP
Call for Proposals
CPI
Consumer Price Index
CPP
Canada Pension Plan
CRA
Canada Revenue Agency
CRF
Consolidated Revenue Fund
EAS
Employment Assistance Services
EBSM
Employment Benefits and Support Measures
EDI
Equity, Diversity and Inclusion
EI
Employment Insurance
EI-ERB
Employment Insurance Emergency Response Benefit
EIACC
Employment Insurance Appeals Consultative Committee
EICS
Employment Insurance Coverage Survey
eROE
Electronic Record of Employment
ESDC
Employment and Social Development Canada
FS
Family Supplement
G7
Group of Seven
GC
Government of Canada
GDP
Gross Domestic Product
HR
Human Resources
IC
Individual Counselling
ID
Identification
IMP
International Mobility Program
ISET
Indigenous Skills and Employment Training
JCP
Job Creation Partnership
LFS
Labour Force Survey
LMDA
Labour Market Development Agreements
LMI
Labour Market Information
LMP
Labour Market Partnerships
LTU
Long-Term Unemployed
MSCA
My Service Canada Account
MIE
Maximum Insurable Earnings
NERE
New Entrant and Re-Entrant
NESI
National Essential Skills Initiative
NHQ
National Headquarters
NOC
National Occupation Classification
OAS
Old Age Security
OASIS
Occupational and Skills Information System
p.p.
Percentage point
PCIC
Parents of Critically Ill Children
PCS
Post Call Survey
PPE
Premium Paid Eligible
PRP
Premium Reduction Program
PTs
Provinces and Territories
QPIP
Quebec Parental Insurance Plan
RAIS
Registered Apprenticeship Information System
R&I
Research and Innovation
ROE
Record of Employment
SAT
Secure Automated Transfer
SCT
Skills and Competency Taxonomy
SD
Skills Development
SD-A
Skills Development - Apprentices
SD-R
Skills Development - Regular
SE
Self-Employment
SEAQ
Service, Excellence, Accuracy and Quality
SEPH
Survey of Employment, Payrolls and Hours
SFS
Skills for Success
SIN
Social Insurance Number
SIP
Sectoral Initiatives Program
SME
Small and medium-sized enterprise
SST
Social Security Tribunal
STVC
Status Vector
SUB
Supplemental Unemployment Benefit
SWSP
Sectoral Workforce Solutions Program
TES
Targeted Earning Supplements
TR
Temporary Resident
TRF
Targeting, Referral and Feedback
TFWP
Temporary Foreign Worker Program
TWS
Targeted Wage Subsidies
UV
Unemployment-to-job-vacancy
VBW
Variable Best Weeks
VER
Variable Entrance Requirement
WISE
Work Integration Social Enterprises
WWC
Working While on Claim

List of tables

Annex 4.3.1a – Electronic services: Claimants receiving benefits through direct deposit

Table 4.3.1a – Electronic services: Claimants receiving benefits through direct deposit (%)
Region 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 97.7 96.9 97.4 97.9 97.7 -0.2%
Quebec 96.6 94.5 95.9 96.5 96.1 -0.4%
Ontario 96.6 95.4 96.6 97.3 97.1 -0.2%
Western 96.0 94.9 96.2 96.8 96.7 -0.1%
Canada 96.6 95.2 96.4 97.1 96.9 -0.2%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2022–23 and 2023–24.

Annex 4.3.1b – Points of service for EI program delivery

Table 4.3.1b – Points of service for EI program delivery1 (Number)
Region 2019-20 2020-21 2021-22* 2022-23** 2023-24*** % Change2
Atlantic 84 84 57 84 85 1.2%
Quebec 92 93 75 98 97 -1.0%
Ontario 163 162 87 173 172 -0.6%
Western 240 240 113 245 246 0.4%
Canada 579 579 332 600 600 0.0%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1The values represent existing points of service as of March 31 for each fiscal year. Points of service include Service Canada Centres, Scheduled Outreach sites, Service Delivery Partners. Note that Service Canada Centre - Passport Services sites are included in the count, although they do not provide EI support.
  • 2Percentage change between 2022-23 and 2023-24.
  • *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.
  • *** As of March 31, 2024, 249 Scheduled Outreach sites were available for service.

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 2019-20 2020-213 2021-22 2022-23 2023-24 % Change2
Atlantic 0.6 0.09 0.14 0.2 0.25 25.0%
Quebec 1.2 0.28 0.36 0.46 0.53 15.2%
Ontario 1.0 0.16 0.17 0.22 0.33 50.0%
Western 1.1 0.18 0.21 0.24 0.31 29.2%
Canada 3.9 0.7 0.88 1.13 1.42 25.7%
  • 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 2022-23 and 2023-24.
  • 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 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 completed (in thousands)

Table 4.3.1d – Service delivery: eServiceCanada EI requests completed1 (in thousands)*
Region 2020-21 2021-22 2022-23 2023-24 % Change2
Atlantic 149 96 38 21 -44.7%
Quebec 271 132 59 40 -32.3%
Ontario 363 134 33 33 -2.3%
Western 429 149 43 51 18.9%
Canada 1212 511 174 144 -17.2%
  • Note: Totals may not add up due to rounding.
  • Source: Service Canada, eServiceCanada, Employment Insurance (EI) administrative data
  • 1These values could reflect multiple requests by the same client. Data includes all EI completed service requests
  • 2Percentage change between 2022-23 and 2023-24.
  • * Fiscal Years 2020-21, 2021-22, and 2022-23 have been updated based on a revised data source. As a result, there are differences in volumes from previously reported figures. This adjustment aims to provide more accurate and consistent data representation.

Annex 4.3.1e – Community Outreach & Liaison Services: Workers facing mass layoffs reached

Table 4.3.1e – Community Outreach & Liaison Services: Workers facing mass layoffs reached
Region 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 1,437 249 116 92 311 238.0%
Quebec 3,018 5,864 2,561 947 3,207 238.6%
Ontario 3,720 1,239 1,158 1,667 1,317 -21.0%
Western 2,494 1,624 51 991 677 -31.7%
Canada 10,669 8,976 3,886 3,697 5,512 49.1%
  • Source: Service Canada, Employment Insurance (EI) administrative data
  • 1Percentage change between 2022-23 and 2023-24.

Annex 4.3.1f – Community Outreach & Liaison Services: All EI information sessions, citizens

Table 4.3.1f – Community Outreach & Liaison Services: All EI information sessions, citizens (number)
Region 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 155 116 78 61 64 4.9%
Quebec 271 381 251 211 268 27.0%
Ontario 380 208 93 147 160 8.8%
Western 170 121 44 133 152 14.3%
Canada 976 826 466 552 644 16.7%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2022-23 and 2023-24.

Annex 4.3.1g – Community Outreach & Liaison Services: Employers reached

Table 4.3.1g – Community Outreach & Liaison Services: Employers reached (number)
Region 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 109 156 38 4 6 50.0%
Quebec 272 1,704 716 2,750 865 -68.5%
Ontario 298 1,943 625 178 266 49.4%
Western 86 498 90 4 139 3375.0%
Canada 765 4,301 1,469 2,936 1,276 -56.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2022–23 and 2023–24.

Annex 4.3.1h – Community Outreach & Liaison Services: Work-sharing sessions, citizens

Table 4.3.1h – Community Outreach & Liaison Services: Work-sharing sessions, citizens (number)
Region 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 12 84 21 10 5 -50.0%
Quebec 65 238 142 129 148 14.7%
Ontario 48 39 10 8 12 50.0%
Western 10 3 0 0 30 N/A
Canada 135 364 174 147 195 32.7%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2022–23 and 2023–24.

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

Table 4.3.1i – Community Outreach & Liaison Services: Outreach Support Centre EI requests1 (in thousands)
Region 2020-21 2021-22 2022-23 2023-24 % Change2
Atlantic 1.4 0.8 1 0.7 -30.0%
Quebec 3.3 2.2 2.85 1.6 -43.9%
Ontario 4.2 1.9 1.4 0.8 -42.9%
Western 20.8 11.5 9.8 7.4 -24.5%
Canada 29.7 16.5 15.1 10.5 -30.5%
  • 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.
  • 2Percentage change between 2022–23 and 2023–24.

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 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Canada 19.8 25.6 14.1 10.0 8.6 -14.0%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2022–23 and 2023–24.

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 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Canada 4.4 5.6 7.2 6.2 6.0 -3.2%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2021–23 and 2023–24.

Annex 4.3.2c – Call Centres: Client attempts to contact a call centre representative

Table 4.3.2c – Call Centres: Client attempts to contact a call centre representative
Fiscal year 2019-20 2020-21 2021-22 2022-23 2023-24
Attempts to speak to a representative 14,006,552 21,580,151 9,432,283 7,810,505 6,425,426
Calls that could not access the representative queue 8,298,993 10,816,735 117,325 22,422 1,301
Abandoned calls 1,303,770 5,150,382 2,132,887 1,602,997 388,895
Call answered by a representative 4,403,789 5,613,034 7,178,811 6,175,527 6,031,407
  • 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 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Canada 77.3% 84.9% 83.4% 87.8% 90.9% 3.5%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2022–23 and 2023–24.

Annex 4.3.3a – Electronic services: Percentage of applications submitted online

Table 4.3.3a – Electronic services: Percentage of applications submitted online
Region 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 99.2 98.6 98.2 98.4 98.6 0.2%
Quebec 98.9 98.1 97.4 96.9 97.6 0.7%
Ontario 99.2 98.6 97.8 98.4 98.5 0.1%
Western 99.2 98.6 97.9 98.6 98.5 -0.1%
Canada 99.1 98.5 97.7 98.1 98.3 0.2%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2022–23 and 2023–24.

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 2019-20 2020-21 2021-22 2022-23 2023-24 % Change2
Canada 37.2 80.1 38.2 32.5 31.1 -4.3%
  • 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 2022-23 and 2023-24.

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
Fiscal year 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Canada 39.1% 34.8% 28.0% 36.6% 34.1% -6.8%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2022–23 and 2023–24.

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 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
In-Person channel satisfaction 82% 77% 73% 73% 80% 9.6%
Online channel satisfaction 71% 77% 71% 72% 70% -2.8%
Specialized Call Centre channel satisfaction 59% 70% 63% 71% 75% 5.6%
Overall Satisfaction 77% 84% 76% 78% 77% -1.3%
  • Source: Service Canada Client Experience Survey 2023–24
  • 1Percentage change between 2021–22 and 2023–24.

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 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 74% 89% 78% 90% 87% -3.3%
Quebec 84% 81% 75% 75% 85% 13.3%
Ontario 75% 86% 75% 78% 75% -3.8%
West/Territories 74% 81% 76% 75% 70% -6.7%
Canada 77% 84% 76% 78% 77% -1.3%
  • Source: Service Canada Client Experience Survey 2023–24
  • 1Percentage change between 2021–22 and 2023–24.

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 Channel2 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
In-Person 42% 13% 14% 19% 21% 10.5%
Online 71% 83% 83% 86% 83% -3.5%
Specialized Call Centre 20% 20% 19% 23% 21% -8.7%
Mail 8% 8% 11% 10% 13% 30.0%
eServiceCanada - 7% 6% 5% 6% 20.0%
  • Source: Service Canada Client Experience Survey 2023-24
  • 1Percentage change between 2022-23 and 2023-24.
  • 2 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 Channel2 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
In-Person 44% 7% 8% 12% 14% 16.7%
Online 69% 94% 94% 91% 91% 0%
Specialized Call Centre 15% 16% 19% 23% 22% -4.3%
Mail 3% 3% 5% 4% 5% 25.0%
eServiceCanada - 5% 6% 5% 5% 0%
  • Source: Service Canada Client Experience Survey 2023-24
  • 1Percentage change between 2022-23 and 2023-24."
  • 2 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 Channel2 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
In-Person 40% 11% 17% 19% 21% 10.5%
Online 62% 56% 59% 61% 57% -6.6%
Specialized Call Centre 75% 71% 79% 77% 74% -3.9%
Mail 11% 9% 6% 6% 10% 66.7%
eServiceCanada - 34% 31% 20% 23% 15.0%
  • Source: Service Canada Client Experience Survey 2023-24
  • 1Percentage change between 2022-23 and 2023-24.
  • 2 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 – Electronic records of employment: Percent distribution of paper ROEs versus eROEs

Table 4.4.1a – Electronic records of employment: Percent distribution of paper ROEs versus eROEs
Fiscal year eROEs - Canada % total Paper - Canada % total
2019-20 94.6 5.4
2020-21 95.6 4.4
2021-22 97.5 2.5
2022-23 98.0 2.0
2023-24 98.1 1.9
Year-by-Year Comparison1 +0.1 -0.1
  • Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
  • 1 This 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: Number of new ROE web registrations

Table 4.4.1b – Electronic records of employment: Number of new ROE web registrations
Fiscal year 2019-20 2020-21 2021-22 2022-23 2023-24 % Change 1
Canada 45,849 84,699 40,231 42,939 42,559 -0.9%
  • Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
  • 1 Percentage change between 2022–23 and 2023–24.

Annex 4.4.1c – Electronic records of employment: Number of ROEs submitted electronically by employers

Table 4.4.1c – Electronic records of employment: Number of ROEs submitted electronically by employers1
Fiscal year 2019-20 2020-21 2021-22 2022-23 2023-24 % Change2
Canada 12,808,991 12,237,632 12,203,454 11,737,128 11,683,081 -0.46%
  • 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.
  • 2 Percentage change between 2022–23 and 2023–24.

Annex 4.4.2a – EI claims processing: Number of claims processed

Table 4.4.2a – EI claims processing: Number of claims processed
Region 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 404,778 678,144 407,942 367,505 361,473 -1.6%
Quebec 914,938 2,014,639 917,832 794,598 831,375 4.6%
Ontario 1,066,065 2,873,316 1,148,588 967,693 1,042,489 7.7%
Western 939,753 2,392,358 912,839 845,848 899,301 6.3%
Canada 3,325,534 7,958,457 3,387,201 2,975,644 3,134,638 5.3%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1Percentage change between 2022–23 and 2023–24.

Annex 4.4.2b – EI claims processing: Speed of payment

Table 4.4.2b – EI claims processing: Speed of payment (%)
Region 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 86.8 93.1 88.3 85.2 92.0 8.0%
Quebec 79.5 89.0 84.3 74.2 82.8 11.6%
Ontario 79.7 88.8 86.2 76.3 87.2 14.3%
Western 77.4 87.5 84.1 74.0 86.3 16.6%
Canada 80.0 88.8 85.4 76.2 86.4 13.4%
  • Source: Service Canada. Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2022–23 and 2023–24.

Annex 4.4.2c – Electronic services: Partially or fully automated claims

Table 4.4.2c – Electronic services: Partially or fully automated claims (%)
Region 2019-20 2020-21 2021-22 2022-23 2023-24 % Change1
Atlantic 81.4 89.5 80.9 78.2 78.1 -0.1%
Quebec 76.0 88.6 80.0 69.6 70.1 0.7%
Ontario 77.0 89.3 76.0 70.2 70.9 1.0%
Western 74.6 88.5 74.9 69.5 69.8 0.4%
Canada 76.6 88.9 77.4 70.8 71.2 0.6%
  • Source: Service Canada, Employment Insurance (EI) administrative data.
  • 1 Percentage change between 2022–23 and 2023–24.

Annex 4.6.2a – SST General Division, EI section

Table 4.6.2a – SST General Division, EI section
Appeal information Number of regular files Number of group files Total number of files
Appeals in progress on March 31,2023 1,624 212 1,836
Appeals received 3,846 13 6,859
Appeals concluded 4,641 91 4,732
Appeals in progress on March 31, 2024 829 134 963

Annex 4.6.2b – SST General Division, EI section: File complete to decision sent (excluding group appeals)

Table 4.6.2b – SST General Division, EI section: File complete to decision sent (excluding group appeals)
Fiscal year Average days from file complete to decision sent Percentage of files meeting service standard (number of files)
2019-20 51.3 58.9% (2,163)
2020-21 37.0 79.4% (1,441)
2021-22 42.9 68.8% (1,660)
2022-23 113.1 7.4% (223)
2023-24 108.0 14.1% (619)
  • Note: The goal is to complete 80% of decision within 45 days from the date the appeal is filed.

Annex 4.6.2c – SST General Division, EI section: Decisions issued within 15 days of hearing (excluding group appeals)

Table 4.6.2c – SST General Division, EI section: Decisions issued within 15 days of hearing (excluding group appeals)
Fiscal year Average days from hearing held to decision sent Percentage of files meeting service standard (number of files)
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)
2023-24 17.9 66.6% (1,758)
  • Note: The goal is to complete 80% of decision within 15 days of the hearing.

Annex 4.6.2d – SST General Division, EI section: Decisions issued within 15 days of hearing (including group appeals)

Table 4.6.2d – SST General Division, EI section: Decisions issued within 15 days of hearing (including group appeals)
Fiscal year Average days from hearing held to decision sent Percentage of files meeting service standard (number of files)
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)
2023-24 19.2 64.4% (1,766)
  • Note: The goal is to complete 80% of decision within 15 days of the hearing.

Annex 4.6.2e – SST General Division, EI section: Decisions disputed at the Appeal Division

Table 4.6.2e – SST General Division, EI section: 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 31,2023 231 0 231
Appeals received 696 110 806
Appeals concluded 776 74 850
Appeals in progress on March 31, 2024 151 36 187

Annex 4.6.2f – SST Appeal Division, EI section: File complete to leave to appeal service standard (excluding group appeals)

Table 4.6.2f – SST Appeal Division, EI section: File complete to leave to appeal service standard (excluding group appeals)
Fiscal year Average days from file complete to leave to appeal decision sent Percentage of files meeting service standard (number of files)
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)
2023-24 67.2 23.5% (174)
  • Note: The goal is to complete 80% of leave to appeal decisions within 45 days from when the appeal is received at the Appeal Division.

Annex 4.6.2g – SST Appeal Division, EI section: Leave granted to final decision service standard (excluding group appeals)

Fiscal year Average dans from leave decision granted to final decision sent Percentage of files meeting service standard (number of files)
2019-20 106.3 86.1% (211)
2020-21 77.1 96.5% (111)
2021-22 89.0 93.9% (107)
2022-23 105.0 80.8% (229)
2023-24 113.3 81.1% (163)
  • Note: The goal is to complete 80% of final decisions within 150 days from permission to appeal being granted.

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2025-06-17