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November 27, 2024

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Key Performance Indicators (KPIs)

View current Key Performance Indicators (KPIs) at Tribunals Ontario and learn about how KPIs monitor key organizational priorities and objectives.

Overview

Tribunals Ontario implemented Key Performance Indicators (KPIs) as part of our ongoing commitment to continuous improvement and ensuring that the services we provide meet the needs of our users.

Effective April 1, 2022, Tribunals Ontario began tracking the performance of our tribunals against six KPIs. These KPIs were selected to help better monitor key organizational priorities and objectives, which include ensuring that disputes are resolved efficiently, effectively, and fairly; that we have user-friendly, navigable processes; and, that our services are accessible to all users.

Building on the KPIs selected in April 2022, effective April 1, 2024, Tribunals Ontario expanded the key performance indicators to include three new measures. Two expanded measures include reporting on French and Bilingual files in a similar way to English files. We also developed a new metric that measures the time to proceed to the first held hearing event. The development of KPIs is an iterative process and these additions are ensuring we continue to meet our commitment to continuous improvement.

Tribunals Ontario developed KPIs to ensure a single set of measures are in place for the organization, along with the 13 tribunals and boards. This approach allows for Tribunals Ontario to track and monitor performance in a consistent way, which will be used to continually improve processes at all tribunals.

The development of these KPIs has been and will continue to be an iterative process. Our tribunals have engaged their stakeholders to seek feedback on their respective KPIs and performance targets. This input, along with future feedback, will help ensure that the KPIs remain relevant and help to inspire continuous improvement at all our constituent tribunals.

To ensure openness and transparency, KPIs will be reported on a quarterly basis and published through summary reports. We will also include these KPIs in the Tribunals Ontario business plan and annual report.

For more information on the meaning of key terms, refer to our KPI key terms dictionary.

What are Tribunals Ontario’s Key Performance Indicators?

The nine KPIs include:

the volume of in-person, electronic and written hearing events held across all tribunals in English.
the volume of in-person, electronic and written hearing events held across all tribunals in French or Bilingual.
the number of eligible accommodation requests granted (in whole or in-part) across all tribunals.
percentage that tribunals meet hearing event date scheduling targets.
percentage that tribunals meet their time to proceed to the initial hearing event target.
percentage that tribunals meet decision issuance standards.
percentage of cases within the case lifecycle across all tribunals for English files.
percentage of cases within the case lifecycle across all tribunals for French or Bilingual files.
percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) across all tribunals.

How were these Key Performance Indicators calculated?

The Tribunals Ontario KPIs were calculated by taking an evenly weighted average across all tribunals that are reporting on the specific KPI (e.g., if 10 tribunals report on the KPI, then the weight would be 10% per tribunal). In certain situations, tribunals may not be included in the weighted average. Specifically, if they did not receive a case in the time period being reported (noted as Not Applicable or N/A) and/or if there are technical limitations with providing the data (noted as To Be Determined or TBD).

For tribunal-specific KPIs, there are some situations where a weighted average calculation by the volume of cases is used because the KPI for that tribunal includes two or more targets or standards.

Included in the KPI tables for Tribunals Ontario and the individual tribunals or boards are notes that outline any issues with reporting on certain KPIs, any data issues due to case management system limitations, if a tribunal is exempt from reporting on certain KPIs due to the jurisdiction and operations of that tribunal, and general notes specific to the respective tribunal.

Tribunals Ontario Key Performance Indicators

The chart below includes the aggregated KPI data of all 13 tribunals’ KPIs for the reporting period of April 1, 2024, to March 31, 2025.

Reporting period: April 1, 2024 to March 31, 2025

Tribunals Ontario (Roll up of all 13 tribunals) Key Performance Indicators	Target	Q1		Q2		Q3		Q4		FY 24-25 Total
	2024-2025	#	%	#	%	#	%	#	%	#	%
Volume of in-person, electronic and written hearing events held by Tribunals Ontario (total)	N/A	31,961	N/A	29,311	N/A
In-Person Hearing Events		16	N/A	9	N/A
Electronic Hearing Events		31,342	N/A	28,550	N/A
Written Hearing Events		603	N/A	752	N/A
Volume of in-person, electronic and written hearing events held by Tribunals Ontario in French / Bilingual (total)	N/A	226	N/A	249	N/A
In-Person Hearing Events		N/A	N/A	N/A	N/A
Electronic Hearing Events		222	N/A	246	N/A
Written Hearing Events		4	N/A	3	N/A
Number of eligible accommodation requests granted (in whole or in-part) by Tribunals Ontario	N/A	263	N/A	315	N/A
Percentage that Tribunals Ontario meets their hearing event date scheduling to target	80%	24,044	95%	23,712	93%
Percentage that Tribunals Ontario meets their time to proceed to the initial hearing event target	80%	1,569	82%	2,740	93%
Percentage that Tribunals Ontario meets their decision issuance standard	80%	4,116	93%	3,482	94%
Percentage of cases within the case lifecycle for Tribunals Ontario for English files*	80%	36,082	82%	37,128	80%
Percentage of cases within the case lifecycle for Tribunals Ontario for French / Bilingual files files*	80%	108	79%	251	62%
Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within Tribunals Ontario	N/A	1,936	43%	1,377	39%

Notes:

This chart is a roll up of all 13 tribunals’ KPIs. The Tribunals Ontario-wide KPIs were calculated by taking an evenly weighted average across all tribunals that are reporting on that KPI (e.g., if 13 tribunals report on the KPI, then the weight would be 7.69% per tribunal). In certain situations, tribunals may not be added to the weighted average; specifically, if they did not receive a case in the time period being reported (noted as N/A) and/or if there are technical limitations with providing the data (noted as TBD). The calculation for these KPIs is further outlined in the “Tribunals Ontario Key Performance Indicators Summary Report – Overview”.

Due to backlogs at the LTB and HRTO in both English and French files, there is a high volume of French / Bilingual files that have not been processed within the case lifecycle. This has lowered the Tribunals Ontario average. These tribunals are actively working to improve processing timelines.

*This KPI does not include the ARB data, as the ARB reports on cases resolved during the case lifecycle.

For a breakdown of each tribunal’s performance individually, please see below.

Tribunals Ontario Key Performance Indicators Archive

More information can be found on the Tribunals Ontario KPI archives webpage.

Tribunal Key Performance Indicators

2024-2025 KPI Data

Visit the links below to view KPI data specific to each of our 13 tribunals.