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The Adjudicative Tribunals Accountability, Governance and Appointments Act ("ATAGAA") requires Tribunals Ontario to prepare a Business Plan annually. This document sets out the Business Plan for Tribunals Ontario for the three fiscal years commencing April 1, 2024 and ending on March 31, 2027.
This Business Plan supports Tribunals Ontario's focus on enhancing our digital-first model and providing user-focused services so that we are delivering a strong, accessible, and modern administrative justice system for those who come before us.
Tribunals Ontario is a group of 13 adjudicative tribunals with a mandate to resolve and decide matters arising from over 60 statutes relating to safety, licensing, property assessment, residential tenancies and social justice. Diversity of our adjudicators and staff ensures the organization has the knowledge, expertise, and experience to fulfill our mandate. Their skill and commitment ensure fairness and excellent service delivery to meet the needs of the public we serve.
The tribunals hold proceedings and promote the early resolution of a multitude of matters using a variety of dispute resolution methods. The tribunals process files from intake to closure, which may include issuance of decisions, orders, and recommendations arising from pre-hearings and mediations, settlement conferences and, if required, a formal hearing.
Tribunals Ontario remains committed to modernizing our operations and providing convenient and accessible services to our users. From helping Ontarians access our digital services more easily, to improving service timelines and streamlining and simplifying operational processes, access to justice is a key priority.
As a unified organization, we continue to focus on our three strategic pillars – digital-first modernization, user-experience, and people-first. These pillars have been and will continue to be our guide as we make further improvements to modernize our core services.
Tribunals Ontario is a group of 13 adjudicative tribunals with a mandate to resolve and decide matters arising from over 60 statutes relating to safety, licensing, property assessment, residential tenancies and social justice.
Tribunals Ontario will deliver administrative justice in a fair, independent, effective and efficient manner. We promote public confidence through integrity and excellence, and by being accessible, accountable and responsive.
Tribunals Ontario will optimize dispute resolution through modern, new ways of service delivery.
Publications, communications, and facilities, and digital proceedings will provide full and equitable access. Practices and procedures will be designed to be user-friendly, promote informed and meaningful participation, and support diversity and inclusion.
High-quality services are delivered consistently and with regard to value for money, resulting in a fair and accessible experience for parties, stakeholders, staff, and adjudicators.
Staff and adjudicators will act with honesty and professionalism, exhibiting the highest standards of public service.
Proceedings will be conducted impartially, and parties will have a reasonable opportunity to be heard. Decisions will be principled and based on the facts, the applicable law, and the merits of the case.
Our actions demonstrate continued respect towards the public, our colleagues, and the law.
Tribunals Ontario is responsible for 13 boards, tribunals, and commissions (constituent tribunals) that fall under the Ministry of the Attorney General (MAG).
The constituent tribunals use a variety of dispute resolution methods and conduct different types of events, including hearings, case management conferences, pre- hearings, motion hearings and mediation sessions to resolve disputes between parties. The tribunals process files from intake to closure, which may include the issuance of decisions, orders and recommendations arising from pre-hearings and mediations, settlement conferences and if required, a formal hearing.
The specific mandates for the 13 constituent tribunals are set out below.
Animal Care Review Board (ACRB) resolves disputes and conducts hearings regarding animal welfare, including hearing appeals of orders and decisions of the Chief Animal Welfare Inspector and other animal welfare inspectors. When reviewing appeals and applications, the welfare of any animal involved is the ACRB's main priority.
Assessment Review Board (ARB) hears property assessment appeals to ensure that properties are assessed and classified in accordance with the provisions of the Assessment Act. The ARB also operates under a variety of other legislation and hears appeals on property tax matters.
Child and Family Services Review Board (CFSRB) conducts reviews, hearings and appeals for matters affecting children, youth, and families in Ontario, including Children's Aid Society services complaints, emergency secure treatment admissions, adoption refusals, and appeals of school board expulsions.
Custody Review Board (CRB) reviews placement decisions regarding young persons being held in detention or custody and makes recommendations to the Provincial Director regarding the placement of youth.
Fire Safety Commission (FSC) resolves disputes and conducts hearings regarding fire safety matters, including orders made by inspectors or the Fire Marshal for repairs, alterations or installations to a building, structure, or premises.
Human Rights Tribunal of Ontario (HRTO) resolves claims of discrimination and harassment brought under the Human Rights Code.
Landlord and Tenant Board (LTB) resolves disputes between residential landlords and tenants and resolves eviction applications filed by non-profit housing co-operatives. The LTB also provides information about its practices and procedures and the rights and responsibilities of landlords and tenants under the Residential Tenancies Act, 2006 (RTA).
Licence Appeal Tribunal (LAT) adjudicates applications and resolves disputes concerning compensation claims and licensing activities regulated by the provincial government, including the activities of delegated administrative authorities. The LAT is comprised of two divisions: General Service (LAT-GS) and Automobile Accident Benefits Service (LAT-AABS).
Ontario Civilian Police Commission (OCPC) hears appeals, adjudicates applications, conducts investigations, and resolves disputes regarding the oversight and provision of policing services. This includes hearing appeals of police disciplinary decisions, and conducting investigations and inquiries into the conduct of chiefs of police, police officers and members of police services boards.
Ontario Parole Board (OPB) makes parole decisions for applicants serving a sentence of less than two years in a provincial correctional institution. The OPB also decides applications for temporary absences from a correctional institution for greater than 72 hours.
Ontario Special Education Tribunals - English and French (OSETs) hear appeals by parents and guardians who are not satisfied with the school board's identification or placement of a child with exceptional learning needs.
Social Benefits Tribunal (SBT) hears appeals from people who have either been refused social assistance or who receive social assistance but disagree with a decision that affects: their eligibility for assistance; the amount of assistance they receive; or the benefits they receive.
Outlined below are some of the ways that Tribunals Ontario continued to modernize and improve service delivery for users in 2023.
A top priority at Tribunals Ontario continues to be addressing backlogs. In 2023, our four backlogged tribunals either eliminated their backlog entirely or made good progress towards that objective.
The LAT and SBT teams have been dedicated to improving service delivery and finding innovative ways to increase the efficiency of the tribunals' processes for all participants. Through a variety of measures, including active case management, streamlining of processes, onboarding of new adjudicative members, and changes to Rules and scheduling strategies, the LAT and SBT successfully eliminated their backlogs1 as of October 31, 2023.
The HRTO saw a 10% reduction in its total cases outstanding in 2023. Various initiatives contributed to this decline, including a redesigned scheduling model and an increased focus on first action reviews and mediations. This is the first year to see a net reduction in cases outstanding at the HRTO since 2013.
The LTB also made considerable progress with respect to service delays as a result of significant new investments in the tribunal by the provincial government, including additional staff and adjudicators and a new case management system (the Tribunals Ontario Portal). The LTB has also implemented a wide range of measures, such as a robust scheduling approach that aligns with the anticipated timing for onboarding and training the new adjudicators, and numerous initiatives that streamline operations. L1 and L9 applications, which comprise over half of the total applications at the LTB, were being scheduled within 4 to 5 months as of October 2023 (whereas in January 2023 they were being scheduled within 8 to 10 months). The LTB also scheduled 40% more hearings in 2023 than in 2022. Total applications to the LTB increased in 2023 by 25% compared to 2022.
Both the LTB and HRTO have action plans in place and expect to see continued progress in the next fiscal year.
Tribunals Ontario continues to modernize and build on our digital-first strategy to provide the kind of digital options and services that Ontarians have come to expect.
A big step forward in our digital modernization was completing the implementation of a new digital case management system (the Tribunals Ontario Portal) at the LTB in February 2023. The system enables LTB applications to be filed, processed, and scheduled online and encourages greater resolution of disputes before the hearing, with new features that give parties the ability to connect directly with each other, as well as with mediation services. Throughout the rest of the year, enhancements were made to the portal based on user feedback to maximize operational and adjudicative efficiency.
In late 2023, Tribunals Ontario introduced new call centre technology to improve the customer service experience and service delivery at our tribunals. Some of the new client-focused features include caller wait time announcements and a call-back option where a caller can choose to leave their phone number and receive a return call while maintaining their spot in the queue.
There were several other initiatives to strengthen digital services across tribunals, including:
At the OPB, hearings for all 24 provincial correctional institutions were successfully transitioned from teleconference to the Zoom videoconference platform. This will make hearings more accessible and efficient, and enhance access to justice and digital delivery to all parole applicants across the province.
The ARB continued to enhance its digital model. Last year, the ARB updated its e-filing system for the top six applications under the Municipal Act and City of Toronto Act, as well as eliminated paper notices to all municipalities.
Access to justice continues to be a top priority at Tribunals Ontario; it is at the centre of everything we do. While a digital-first approach improves access to justice for most, for some it can create additional barriers and challenges. We are committed to ensuring that users have the support they need to access and fully participate in our tribunals' services.
Throughout the year, Tribunals Ontario worked on improving the information provided to users who require an accommodation to participate in tribunal processes. As part of this work, the Tribunals Ontario Accommodation Request form was updated to clearly outline, in plain language, the situations where a user can request an accommodation. The form also now provides examples of the different types of arrangements a tribunal may put in place in response to an accommodation request. An Accommodation Information Sheet was also created and is sent to parties at each tribunal early in the application or appeal process so they are aware of the different ways a tribunal can support its users, including through hearing format changes or granting access to an access terminal.
Tribunals Ontario introduced mobile access terminals in 2023, a service which expands the availability of our access terminals from the original five hearing locations (Toronto, Ottawa, London, Hamilton and Sudbury) to almost anywhere in the province. With mobile access terminals, parties who have an approved accommodation request because they do not have access to a telephone, computer, and/or the internet are provided with a suitable alternate venue and technical equipment to participate in their tribunal proceeding.
In 2023, Tribunals Ontario's free phone program was expanded to all tribunals to help users who do not have access to a telephone participate in their tribunal proceeding. The program provides loaner phones or free top-up minutes to parties who have limited plans so they can participate in their proceedings by phone. It was first launched at the LTB in 2022 and is now available at all our tribunals, including the SBT and HRTO.
A key part of Tribunals Ontario's digital-first strategy is providing supportive resources to improve the digital literacy of our users, so they feel comfortable participating in a virtual proceeding. To that end, Tribunals Ontario has been creating a series of video guides to help parties better understand what to expect when they attend a proceeding through Zoom. In 2023, Tribunals Ontario created two new videos to help parties better understand LTB hearings held on the Zoom platform. The videos, which were informed by feedback from key stakeholders, include information unique to LTB hearings including information on the hearing sign-in process, the role of Tenant Duty Counsel, mediation, and what to expect in the hearing room.
In April 2023, the LTB launched a dedicated technical support service to help hearing participants troubleshoot any technical issues they may face while joining their hearing on Zoom. Participants who have technical issues on the day of their hearing can email or call the dedicated line. Moderators will help these individuals join their hearing. This is another way that LTB is ensuring that users can seamlessly participate in the virtual hearing process.
Tribunals Ontario is putting more emphasis than ever on hearing from users to better understand how they experience the tribunal process and what we can do to improve the customer service experience.
In 2023, Tribunals Ontario continued our partnership with the Ontario Digital Service Research Lab to conduct independent research sessions with tribunal users at the ACRB, LAT and HRTO. This research builds on the sessions conducted with the FSC in 2022. The purpose of the sessions is to hear directly from users about their experience and challenges using tribunal services and to gather feedback on areas for improvement. Tribunals Ontario is continuing to identify and implement operational improvements by leveraging the results of the user research.
As of July 2023, all of our tribunals are now using an automated distribution service through Zoom to gather feedback from parties on their virtual hearing experience. Feedback and results will be used to inform future initiatives that will make participation in a virtual proceeding more user-friendly and accessible.
Consultations took place in 2023 to support major new initiatives as part of Tribunals Ontario's commitment to ongoing consultation with stakeholders and the public on issues of process, procedure, service and accessibility.
The LAT undertook a comprehensive review of its Rules of Procedure to further support its ability to serve the public and improve service delivery. The new rules came into effect in August 2023, following extensive consultations with stakeholders. In addition to the rule changes, several new and revised forms and resources were launched, as well as two new Practice Directions on Requests for Adjournments and Requests for Reconsideration.
In May, the HRTO launched new, simplified application forms (Form 1 and 1G) and a new applicant's guide to help users easily submit applications before the HRTO. Consultation feedback, including from the Human Rights Legal Support Centre, helped inform several improvements to the forms and guide.
Considerable progress continues to be made in the area of adjudicator recruitment, particularly at the HRTO, SBT, LAT and LTB.
As of December 15, 2023, the government had appointed 160 net new adjudicators to Tribunals Ontario and reappointed 94 adjudicators. 61 of those newly appointed were at the LTB. As of that date, Tribunals Ontario has 432 adjudicators – 174 full time and 258 part time.
To support these efforts, Tribunals Ontario has developed a robust framework to manage appointments, ensure gaps due to attrition are minimized, set expectations for members who are cross-appointed to multiple tribunals, and provide onboarding training to new members.
Tribunals Ontario remains committed to the principle of active offer by ensuring that tribunals deliver French Language Services (FLS) that are of equal quality to English. Over the past year, Tribunals Ontario has continued to focus on improving FLS, enhancing the recruitment, onboarding, and monitoring of bilingual adjudicators to better identify and support the bilingual adjudicator complement, and providing FLS training for adjudicators. Adjudicators are encouraged to participate in opportunities for French language training, such as enrolling in specialized legal French training (French Language Training in a Legal Context) offered by the MAG.
All tribunal forms were reviewed to ensure compliance with the active offer regulation which came into force on April 1, 2023, to ensure that clients are aware of and provided with plain language information about French language rights at the outset of a proceeding. The Tribunals Ontario website was also updated so that public-facing material complies with the active offer requirements. This included updating brochures, guidance documents and pamphlets where needed. The FLS request form is also accessible from each of the 13 tribunal webpages, to ensure that the process of requesting FLS is active and clear.
Tribunals Ontario is committed to improving access to culturally appropriate services for every Indigenous individual who comes before any of our tribunals.
In recognition that smudging and other Indigenous cultural ceremonies are integral to Indigenous legal traditions, the process for making requests for smudging and other Indigenous cultural ceremonies during proceedings was formalized and posted on the Tribunals Ontario website. Tribunals Ontario welcomes these requests in the spirit of our Indigenous Services Commitment and strives to meet the unique legal needs of Indigenous peoples while upholding the health, safety, and dignity of all participants.
Tribunals Ontario's digital modernization is enabling us to provide better, faster and more user-friendly services. It has also provided us with opportunities to reduce operating expenses where appropriate. To that end, our North York regional office was consolidated with our Toronto headquarters, allowing us to maximize our workspace and bring staff resources together in one location, better enabling collaboration and efficiencies. In addition, satellite hearing sites in Whitby, St. Catharines and Barrie were permanently closed as the volume of in-person hearings at those locations has reduced significantly since we shifted to virtual hearings and access terminals for those who do not have access to technology.
Tribunals Ontario continued to put emphasis on its people-first strategy with extensive, ongoing internal engagement focused on building a workplace of the future that will support staff and adjudicators. As part of this initiative, the Executive Office launched a coaching program for managers within Tribunals Ontario and is making succession planning and learning and development a priority for 2024.
Tribunals Ontario continues to modernize its operations and processes to provide convenient, user-friendly, and accessible services to users. We are now a fully digital organization. Users can file almost everything - including applications and documents - online or by email, pay application fees electronically, communicate by email and attend hearings and conferences using Zoom.
However, digital-first does not mean digital only. Tribunals Ontario remains committed to providing alternatives to users who do not have access to technology or who need other supports to participate fully in the tribunal processes.
While it continues modernizing its operations and processes, Tribunals Ontario remains focused on its core mission of delivering administrative justice in a fair, independent, effective, and efficient manner, promoting public confidence through integrity and excellence, and by being accessible, accountable and responsive.
On September 8, 2022, Ontario's Plan to Build Act received Royal Assent. At the time, the government announced an investment of over $4.5 million over three years to increase capacity at the LTB to resolve cases faster, address the backlog, support more efficient dispute resolution, and increase housing supply and opportunity.
On May 18, 2023, Building a Strong Ontario Act (Budget Measures), 2023, received Royal Assent. At the time, the government announced an investment of $24 million over three years to the LTB and the Ontario Land Tribunal to clear long-standing backlogs, streamline processes to resolve disputes faster and help address housing needs.
Each of the constituent boards and tribunals at Tribunals Ontario is established by statute. The jurisdiction of those tribunals is subject to change over time as the government updates policy, regulations, and legislation to better meet the needs of the people of Ontario. Tribunals Ontario advises MAG of the potential impacts on our tribunals' processes and resource needs when changes to jurisdiction are identified.
On August 16, 2023, amendments were made to Regulation 282/98 under the Assessment Act, extending the postponement of a province-wide reassessment through the end of the 2021-2024 assessment cycle. The ARB expects to experience a significant increase in caseload once the next general assessment cycle begins. The government has not announced when the next cycle will begin.
On June 8, 2023, Bill 102 received Royal Assent, amending a number of statutes including the Provincial Animal Welfare Services Act, 2019. While a number of amendments came into effect on Royal Assent, the remaining regulatory changes came into effect in a phased manner beginning in October 2023. Among the amendments was an extension of the timeline to appeal, from five days to ten days. This amendment has the potential to increase workload for the ACRB in the coming years.
Bill 102 also contained amendments to the Fire Protection and Prevention Act, 1997 which came into effect upon Royal Assent. Changes included an extension to appeal timelines, an expansion of what the FSC may consider at a costs hearing, and reducing the required quorum for a panel from three to one or more. These changes provide the FSC with additional flexibility.
Bill 97, which amends the RTA, received Royal Assent on June 8, 2023. Key changes to the RTA, once the amendments are proclaimed into force, include provisions related to tenant rights to install window air conditioning units; changes affecting notices of termination based on the landlord, purchaser or family member requiring the rental unit (N12); and changes affecting notices of termination based on renovations (i.e. the landlord wanting to demolish the rental unit, repair it, or convert it to another use (N13)).
Once proclaimed, it is anticipated that the amendments will result in an increased workload for the LTB in terms of the matters that need to be adjudicated.
There are a number of legislative, regulatory and policy changes expected in the coming years that could have a significant impact on the jurisdiction and mandate of the LAT.
On June 8, 2023, Bill 91 received Royal Assent which amends a number of statutes including the Private Career Colleges Act, 2005 (PCCA). Bill 91 contains an administrative change which once proclaimed, will amend the name of the PCCA to the Ontario Career Colleges Act. Implementation of this change will require some work by the LAT to update forms, guides and other communications materials but will not have an impact on the LAT's mandate or operations.
On July 1, 2022, amendments to Regulation 289/21 under the Technical Standards and Safety Act, 2000 (TSSA) came into force, introducing a framework for administrative penalties for contraventions of elevating device compliance standards. The TSSA provides for an appeal mechanism of administrative penalty decisions to the LAT. As the new framework enabled by the amendments made in 2022 is implemented in the coming years the LAT may experience an increase in workload resulting from appeals under the TSSA.
Changes to the Trust in Real Estate Services Act (previously Real Estate and Business Brokers Act, 2002) came into effect in December 2023 and further expanded the LAT's mandate under this statute to include appeals of decisions of the Real Estate Council of Ontario's discipline committee.
The Combative Sports Act, 2019 (CSA) was introduced and received Royal Assent in 2019. Once proclaimed, along with regulations, the CSA will further expand the LAT's mandate to include appeals relating to licensing and compliance matters under the CSA. Implementation of the CSA is expected to create an increased workload for the LAT resulting from additional appeals, some of which are expected to be complex and medical in nature.
On March 26, 2019, the government passed the Comprehensive Ontario Police Services Act, 2019 which introduced changes to the oversight of policing in Ontario, including the new, but not yet in force, Community Safety and Policing Act, 2019 (CSPA). April 1, 2024 has been proclaimed as the official date on which the CSPA will come into force.
The CSPA will, once in force, repeal the OCPC's enabling legislation and eventually dissolve the OCPC, though many similar functions to the OCPC's current functions will continue by various entities established under the CSPA. The OCPC will continue until the regulations and proclamation Order-in-Council are passed under the CSPA providing for its dissolution. The OCPC will work with MAG to ensure a smooth transition.
On June 8, 2023, Bill 98 received Royal Assent which amends a number of statutes including the Education Act. The amendments, once proclaimed, update language in the French version of the Education Act relating to special education, which will require a change to the name of the OSET in French, becoming Tribunaux de l'Éducation Spécialisée de l'Ontario.
Tribunals Ontario continues active recruitment and onboarding efforts to increase and stabilize adjudicative resources at its constituent tribunals. We are continuing to work with the government to appoint adjudicators to all our tribunals to adjudicate matters and meet legislated time requirements and service standards.
As of December 15, 2023, the government had appointed 160 net new adjudicators to Tribunals Ontario and reappointed 94 adjudicators. As of that date, Tribunals Ontario has 432 adjudicators – 174 full time and 258 part time. Tribunals Ontario now has more adjudicators at our 13 tribunals than ever before.
Tribunals Ontario is continuously examining and will make modifications to rules, practice directions and guidelines where and when necessary. Adjustments may need to be made to address changes to processes or services, such as the scheduling and rescheduling of events.
To that end, an internal Tribunals Ontario Rules Committee was established to ensure that all rules across Tribunals Ontario addressing the same issue are consistent or, alternatively, that any differences between them are based on principled, context- specific concerns.
Tribunals Ontario is focused on delivering a strong, accessible, and modern administrative justice system. We remain focused on our vision of becoming recognized as being among the best adjudicative tribunals in North America. To achieve this, Tribunals Ontario will continue to pursue three main strategic directions for the April 1, 2024 to March 31, 2027 period: User Experience, Digital Modernization and People First.
Tribunals Ontario believes that every person who engages with the justice system should have the opportunity to be heard, and to participate in a process that is safe, fair, transparent, and timely. While this engagement with the justice system may not result in a specific desired outcome, users should feel that they were served respectfully, that they understood the process, and that the experience was user-friendly. Tribunals Ontario will continue to examine our services, processes and information with an emphasis on user needs and user design.
A top priority is to address remaining backlogs at tribunals and to ensure that the strategies and measures put in place to eliminate backlogs continue to yield results. In 2023, backlogs were eliminated at two of four tribunals – the SBT and the LAT. Good progress was made at the remaining tribunals – the HRTO and the LTB – and action plans are in place for continued progress in 2024.
In addition to addressing backlogs, as part of our user experience strategy, we will:
Our strategy is not to simply digitize old processes for the sake of modernization, but to find new solutions that better meet the needs of Ontarians and those who access our services, including by:
In recent years, many Ontarians have become more comfortable with and dependent on digital options and video conferencing technology to access the services they need from the comfort and convenience of their home or workplace.
Completing the implementation of the Tribunals Ontario Portal at the LTB was a key component of our digital-first strategy. It also remains a priority for Tribunals Ontario to continuously improve our virtual hearing process to ensure that our hearings are accessible, user friendly and best in class.
While most of our users appreciate and prefer using new digital tools, we recognize that not everyone is able to use them. Digital-first does not mean digital-only. Tribunals Ontario will continue to provide alternatives for users who do not have access to technology or who need other supports to fully participate in tribunal processes.
As part of our digital modernization strategy, we will also:
Our people first strategy is focused on our staff and adjudicator experience in the workplace, with an aim to improve inclusivity and accountability from the front line to the senior leadership. Aligned with the OPS People Plan, Tribunals Ontario continues to invest in and create an environment where staff and adjudicators feel respected and welcomed for the unique contributions they bring to the table. We want to ensure that all staff and adjudicators have a positive experience in the workplace and for Tribunals Ontario to be an employer of choice.
Some of our priorities under this strategic direction include:
Tribunals Ontario is committed to building a diverse, dynamic, effective, and respectful workplace that supports ongoing learning and development. Tribunals Ontario is actively working on our Succession Plan to identify and develop potential successors for critical leadership roles. Tribunals Ontario follows OPS directives for recruitment and adheres to the OPS diversity and accessibility strategy and uses the Inclusion Lens throughout the staff and management competition process to ensure hiring practices are fair and inclusive.
Tribunals Ontario has a full-time equivalent (FTE) allocation of 531 staff and 198 full- time adjudicator positions. This allocation includes the addition of 84 FTEs in April 2023 (39 permanent and 5 temporary staff FTEs and 40 temporary Order-in-Council (OIC) FTEs), allocated to assist with backlog reduction at the LTB. In addition to the FTE allocation, Tribunals Ontario had a complement of 258 part-time adjudicators as of December 15, 2023.
The staff allocation at Tribunals Ontario includes FTEs within the following groups: Executive Management Group, Crown Counsel, Association of Law Officers of the Crown (ALOC), Management Compensation Plan (MCP), Association of Management, Administrative and Professional Crown Employees of Ontario (AMAPCEO), Ontario Public Service Employees Union (OPSEU) and Excluded.
Tribunals Ontario does not set our own compensation levels. Management and staff are covered by the OPS Compensation Directive. Compensation for OIC appointees is set by the Treasury Board and approved by Cabinet. This is laid out in the Agencies and Appointments Directive.
Tribunals Ontario is working on updating our website using user-centred design principles to enable users to easily find information, better understand the application and hearing process and use online services. User-centric design is about understanding the people who use a service or process and creating solutions that work for them based on observations and evidence. The redesigned website will follow the Accessibility for Ontarians with Disabilities Act (AODA) and FLS guidelines and will ensure that users can easily view website information through a variety of browsers and types of devices (desktops and laptops, and mobile devices like phones and tablets).
Tribunals Ontario will continue to sustain and enhance tribunals' case management systems. Features will be added to the case management systems allowing staff and adjudicators to process applications and appeals quickly and more efficiently, which will support reducing backlogs. Focused planning on the development of enhancements and upgrades will also enable clients to access more e-services, such as the ability to e- file applications, view their case file(s), and upload and exchange documents with other parties. Tribunals Ontario is committed to designing and developing system improvements that will help ensure timely, efficient, and more accessible dispute resolution services for the people of Ontario.
While work continues on modernizing case management systems, Tribunals Ontario is upgrading our forms to have a consistent look and to ensure they follow a user-centred design process and are compliant with AODA and FLS guidelines.
Over the past couple of years, Tribunals Ontario has launched various services to ensure Ontarians have access to technology so they can fully participate in virtual hearings. This includes access terminals which are available across the province and which provide parties with the technology required to join a virtual hearing, and a free mobile phone loaner program. Building on these initiatives, Tribunals Ontario will be upgrading the audio-video equipment in various hearing rooms in our regional offices to ensure that hybrid hearings can be effectively held where parties are participating both in-person and virtually. The technology upgrades in these hearing rooms will also enable Tribunals Ontario to use the spaces for staff hybrid meetings.
Tribunals Ontario will also continue to upgrade Amazon Web Services, the technology platform for the Tribunals Ontario Contact Centre. Data analytics will be used to identify emerging trends to improve the user experience. New features will also be added to improve the staff experience with the platform.
We will also continue to leverage the feedback and data obtained through the Videoconference User Feedback Survey to improve the virtual hearing experience for participants. The survey, which is automatically distributed to parties across all tribunals immediately following their proceeding, collects information about the user experience with Zoom.
For the period July 1, 2023 to November 30, 2023, we received 936 responses to the survey.
Our findings are as follows:
Tribunals Ontario is committed to ensuring that the people who appear before our 13 tribunals have access to fair, equitable and accessible dispute resolution services. To do this effectively, providing up-to-date information about the tribunals and their processes in a simple, easy-to-understand way is very important.
Tribunals Ontario does this by:
The Communications Unit supports the Executive Office (EO) and helps tribunals deliver on their strategic objectives and stakeholder engagement efforts. It provides communication services such as strategic communications planning, internal communications, media relations, issues management, website management and content development, and supports tribunal initiatives and stakeholder engagement activities.
These services help Tribunals Ontario provide the public and stakeholders with the information they need, in a clear and transparent manner.
In line with Tribunals Ontario's digital-first strategy, strategic communications plans focus on using digital communications tools to inform and engage with service users, stakeholders, and the public.
Typically, the first point of contact for our users, stakeholders and the public is with our website. Here users can find the information they need.
We continue to update the website and develop and post new online tools and resources that are transparent, easy to understand and accessible. To ensure compliance with our FLS policy, all public-facing communication is available in French and English simultaneously.
Tribunals Ontario continues to focus on communication and transparency with staff and adjudicators, which includes opportunities for two-way dialogue. A high priority will also continue to be placed on improving employee engagement and addressing priority areas identified as part of the 2022 OPS Employee Experience Survey.
The internal communication tools and products that Tribunals Ontario uses include:
Tribunals Ontario recognizes the importance of understanding the needs and perspectives of our stakeholders.
Tribunals Ontario continues to work towards tracking and creating a more consistent approach to stakeholder communications and engagement across all tribunals. As a part of stakeholder engagement, our tribunals consult on a wide variety of topics, including tribunal policies, rules, process design reviews and new programs and initiatives. By having an open dialogue with stakeholders, tribunals can better understand the impacts of operational and program changes.
Tribunals Ontario continues to use online tools such as MS Teams and Zoom to conduct virtual stakeholder sessions as it allows tribunals to expand their stakeholder connections and is easy and convenient for participants. In-person meetings are also scheduled where appropriate and feasible.
Tribunals Ontario's Public Consultation Policy outlines our approach to consultation and stakeholder engagement. Consultations can be formal or informal and can occur in a number of different ways, including through email inquiries/submissions, online questionnaires and surveys or through one-time and ongoing meetings.
In 2023-2024, Tribunals Ontario continued to prioritize engagement with stakeholders across all tribunals. Some examples of formal consultations include:
The tribunals also continued to meet regularly as part of their ongoing dialogue with key stakeholders. For instance, the ARB meets quarterly with stakeholders through its Appeals Management Committee, which includes representatives from the Municipal Property Assessment Corporation, municipalities, law firms and tax agents, and the SBT meets with stakeholders at least twice per year to discuss and share information regarding processes, adjudicator recruitment, backlog and scheduling practices.
In addition to tribunal engagement sessions and consultations, the Executive Chair, Associate Chairs, Senior Management and Legal Counsel regularly connect with stakeholder groups by participating in virtual speaking engagements.
The Tribunals Ontario website is an important communications channel to relay information to the public and stakeholders. The site provides up-to-date, accessible, and easy-to-understand information for the organization and all 13 tribunals. This ensures the public, self-represented parties and stakeholders understand and can easily access the relevant information they need to access services.
In addition to the website, Tribunals Ontario has two other online digital tools that provide online information and services – Navigate Tribunals Ontario and the Tribunals Ontario Portal.
Navigate Tribunals Ontario is an online self-help information tool that provides plain- language information to LTB users through guided pathways. It empowers users with information about their rights and options, relevant to their particular situation, to help them manage their dispute.
The Tribunals Ontario Portal is a case management system for the LTB that allows users to take a more active role in their case as it progresses through the tribunal's process, providing timely, efficient and more accessible dispute resolution services to the people of Ontario.
Tribunals Ontario remains committed to providing information to the media in a transparent, effective, and timely manner.
To help promote and maintain positive working relationships with journalists, Tribunals Ontario will continue to share hearing details with reporters and media outlets who have expressed interest in particular cases.
Tribunals Ontario continues to facilitate Media 101 training sessions with staff and adjudicators to ensure they understand the organization's media policy and protocol.
On a quarterly basis, the Communications Team will share information on what adjudicators and staff should do if they are contacted by a member of the media.
Tribunals Ontario is committed to and is taking deliberate action to help foster and sustain a safe and respectful workplace – one that is inclusive, diverse, equitable, anti- racist, accessible and free from harassment and discrimination. Tribunals Ontario is working to identify, prevent and remove barriers to ensure the organization achieves the best outcomes for employees and the people who access our services.
In 2023, Tribunals Ontario's Diversity and Inclusion (D&I) Committee was restructured through the establishment of three new working groups who continued to drive forward the organization's D&I strategy, communication and education, and event planning across the organization. In July 2023, the strategy working group began work to build a renewed and updated Diversity, Equity and Inclusion (DEI) strategy for the organization, leveraging feedback gained from grassroots engagement sessions held with staff and adjudicators in 2022.
The DEI Strategy vision is an inclusive, diverse, equitable, anti-racist and accessible Tribunals Ontario and includes three main goals:
These goals will be achieved through an action plan that includes learning, awareness building, communications, and changes to processes and practices. The DEI strategy is intended to evolve and grow, with yearly action planning to ensure our actions are responsive and effective in meeting our goals.
Notable actions in 2023 include:
Tribunals Ontario continues to work towards our commitment to build a diverse, equitable and inclusive workforce. As part of this commitment, Tribunals Ontario's internal employee engagement committee helped to identify key priority areas of focus based on the results from the 2022 OPS Employee Experience Survey and helped to inform the establishment of a new Employee Engagement Action Plan.
This Action Plan aims to address the following priorities:
Notable actions in 2023 include:
Tribunals Ontario is committed to treating all people in a way that allows them to maintain their dignity and independence. Tribunals Ontario believes in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the AODA. As an organization comprised of 13 adjudicative tribunals, Tribunals Ontario will provide accommodation while maintaining impartiality and adjudicative independence.
The Tribunals Ontario Multi-Year Accessibility Plan (MYAP) is organized around the following standards and general requirements under AODA:
As outlined in the MYAP, Tribunals Ontario will focus on ensuring that our services are accessible. That means:
In maintaining our MYAP, Tribunals Ontario commits to auditing our current policies and practices, built environment, procurement processes, employment practices, and any proposed new website development to ensure that they meet the requirements of the AODA and our Integrated Accessibility Standards Regulation. Any potential or noted breaches will be identified and remedied.
Tribunals Ontario provides training to employees and adjudicators on Ontario's accessibility laws and on the Ontario Human Rights Code as it relates to people with disabilities. Training is provided in a way that best suits the duties of employees and adjudicators.
Future updates to the Tribunals Ontario MYAP will align with the Ontario Public Service's MYAP and focus on the following key areas:
Tribunals Ontario’s budget reflects the overall operational costs including the operational costs for the LAT–Automobile Accident Benefits Service (LAT-AABS) which are fully recoverable from the insurance industry.
Below is Tribunals Ontario 2023-24 fiscal year budget and forecast.
| Fiscal Year 2023-24 | |||
| Operating Budget | 2023-24 Budget Allocation | 2032-24 Q2 Forecast | Variance Surplus (Pressures) |
|---|---|---|---|
| Salaries and Wages | |||
| Salaries and Wages | $59,639,400 | $61,553,218 | $(1,913,818) |
| Benefits | $7,693,900 | $9,540,749 | $(1,846,849) |
| Other Direct Operating Expense (ODOE) | |||
| Transportation & Communications | $2,659,400 | $1,768,122 | $891,278 |
| Services | $18,927,100 | $22,972,888 | $(4,045,788) |
| Supplies & Equipment | $552,500 | $258,551 | $293,949 |
| Sub-total Operating | $89,472,300 | $96,093,528 | $(6,621,228) |
| Recoveries | $(437,300) | $(300,000) | $(137,300) |
| Total Operating | $89,035,000 | $95,793,528 | $(6,758,528) |
| Revenue | 2023-24 Budget Allocation | 2032-24 Q2 Forecast | Revenue Increase / (Decrease) |
| Filing Fees and Sales* | $15,476,200 | $14,574,600 | ($901,600) |
| Reimbursement of Expenditure LAT-AABS | $17,283,200 | $18,193,600 | $910,400 |
Notes:
*ARB Assessment Year has been deferred- resulting in a decrease in revenue for fiscal year 2023-24.
**Reimbursement of Expenditure LAT-AABS revenue increased by $910,400 compared to the allocation due to increased operating expenditures.
Below is Tribunals Ontario’s budget for fiscal years 2024-25 to 2026-27.
| Fiscal Years 2024-25 to 2026-27 | |||
| Operating Budget | 2024-25* Budget Allocation |
2025-26 Budget Allocation |
2026-27 Budget Allocation |
|---|---|---|---|
| Salaries and Wages | $54,572,600 | $54,572,600 | $54,572,600 |
| Benefits | $6,660,200 | $6,660,200 | $6,660,200 |
| Other Direct Operating Expense (ODOE) | |||
| Transportation & Communications | $2,650,400 | $2,650,400 | $2,650,400 |
| Services | $10,917,200 | $10,917,200 | $10,917,200 |
| Supplies & Equipment | $542,600 | $542,600 | $542,600 |
| Sub-total Operating | $75,343,000 | $75,343,000 | $75,343,000 |
| Recoveries | $(437,300) | $(437,300) | $(437,300) |
| Total Operating | $74,905,700 | $74,905,700 | $74,905,700 |
| Revenue | 2024-25 Budget Allocation |
2025-26 Budget Allocation |
2026-27 Budget Allocation |
| Filing Fees and Sales | $15,476,200 | $15,476,200 | $15,476,200 |
| Reimbursement of Expenditure LAT-AABS | $18,111,300 | $18,111,300 | $17,996,800 |
Note:
*For fiscal years 2020-21 to 2023-24 Tribunals Ontario received additional funding in Services from the Ontario Onwards Acceleration Funding for the implementation of a new Case Management System. Also, in 2023-24 Tribunals Ontario received one-time additional funding for the backlog.
Effective April 1, 2022, Tribunals Ontario began tracking the performance of our tribunals against six new Key Performance Indicators (KPIs):
The development of these KPIs has been an iterative process. We started out with this group of KPIs at the outset. We anticipate that in the future, we will introduce other KPIs, such as indicators related to French language services and tracking the time to proceed to an initial hearing event.
Tribunals Ontario recognizes that some tribunals and boards have experienced challenges that have caused them to fall short of meeting their service targets.
Efforts have been underway to address the factors that contribute to the delays and backlogs. The tribunals and boards experiencing service delays have continued to implement strategies to improve services by increasing the number of adjudicators and enhancing the efficiency of caseload management. These plans include an aggressive recruitment framework to ensure recommendations to renew or fill vacant adjudicator positions are processed in a timely manner, robust training plans for new adjudicators, and procedure reviews to identify and implement efficiencies with respect to application processing, scheduling hearings and issuing orders.
The first chart below 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 period being reported (noted as N/A) and/or if there are technical limitations with providing the data (noted as TBD). The table below shows how Tribunals Ontario is doing as an organization. Following the Tribunals Ontario table, we have similar tables for each of our tribunals.
| Tribunals Ontario Key Performance Indicators Roll-Up (2023-24) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held by Tribunals Ontario (total)* | 49,729 | |||
| In-Person Hearing Events** | 26 | |||
| Electronic Hearing Events | 48,399 | |||
| Written Hearing Events | 1,304 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by Tribunals Ontario | 336 | |||
| Percentage that Tribunals Ontario meets their hearing event date scheduling target*** | - | 93% | 80% | 80% |
| Percentage that Tribunals Ontario meets their decision issuance standard**** | - | 91% | 80% | 80% |
| Percentage of cases within the case lifecycle for Tribunals Ontario***** | - | 80% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within Tribunals Ontario****** | - | 49% | TBD | TBD |
*Hearing events refer to an event where an adjudicator has or can adjudicate a decision/order (such as a hearing, motion, or case conference but does not include mediation or any other form of alternative dispute resolution).
**Tribunals Ontario resumed holding in-person events in June 2022, in cases where an accommodation request had been granted.
***The hearing event date scheduling target KPI refers to the scheduling of the first hearing event within the respective tribunal's service standards, which is based on the application/appeal receipt date to the scheduling of a first hearing event.
****The decision issuance standard KPI refers to the percentage that tribunals meet their decision issuance service standards, which is based on the conclusion of a hearing to the decision/order issuance date.
*****The percentage of cases within the case lifecycle KPI refers to the active cases in the case lifecycle within the respective tribunal's service standards. The case lifecycle refers to the time it takes a case to go from application/appeal receipt date to the date the case is fully closed (i.e., the disposition date). Due to the ACRB reporting on cases resolved during the case lifecycle, instead of active cases within the case lifecycle, this KPI excludes ACRB data.
******The percentage of cases that are resolved through alternative dispute resolution KPI refers to the cases that were resolved by mediation, early resolution or dispute resolution used by tribunals.
| Animal Care Review Board (ACRB) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 0 | |||
| Electronic Hearing Events | 161 | |||
| Written Hearing Events | 9 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by ACRB | N/A | |||
| Percentage of hearings scheduled within five business days after the receipt of a completed appeal | - | 100% | 95% | 95% |
| Decisions issued within 60 calendar days from the conclusion of a hearing | - | 89% | 80% | 80% |
| Percentage of cases within the three-month case lifecycle for ACRB | - | 100% | 80% | 80% |
| Percentage of cases resolved through alternative dispute resolution (in whole or in-part) within the ACRB | - | 32% | TBD | TBD |
| Assessment Review Board (ARB) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 0 | |||
| Electronic Hearing Events | 291 | |||
| Written Hearing Events | 24 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by ARB | 4 | |||
| Percentage that the hearing event month is assigned within 90 days of a perfected appeal | - | 100% | 85% | 85% |
| Decisions issued within 60 calendar days from the conclusion of a hearing | - | 99% | 85% | 85% |
| Percentage of summary appeals within 40 weeks following the commencement date for ARB | - | 93% | 85% | 85% |
| Percentage of general appeals within 135 weeks following the commencement date for ARB | - | 85% | 85% | 85% |
Note: Due to the ARB's business model and limitations in the case management system, the case lifecycle KPI reports on cases resolved within the ARB's lifecycle of 40 weeks for summary appeals and 135 weeks for general appeals, instead of active cases within the case lifecycle.
| Child and Family Services Review Board (CFSRB) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 5 | |||
| Electronic Hearing Events | 31 | |||
| Written Hearing Events | 8 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by CFSRB | 5 | |||
| Percentage of hearings scheduled within 60 calendar days from the eligibility date of their applications | - | 100% | 80% | 80% |
| Decisions issued within 45 calendar days from the conclusion of a hearing | - | 100% | 80% | 80% |
| Percentage of cases within the seven-month calendar days case lifecycle for CFSRB | - | 100% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the CFSRB | - | 65% | TBD | TBD |
| Custody Review Board (CRB) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 0 | |||
| Electronic Hearing Events | 64 | |||
| Written Hearing Events | 0 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the CRB | N/A | |||
| Recommendations issued within 30 calendar days from the conclusion of a hearing | - | 100% | 100% | 100% |
| Percentage of cases within the 30-day case lifecycle for CRB | - | 100% | 100% | 100% |
| Fire Safety Commission (FSC) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 0 | |||
| Electronic Hearing Events | 97 | |||
| Written Hearing Events | 0 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the FSC | N/A | |||
| Percentage of hearings scheduled within 60 calendar days of receipt of a completed appeal | - | 100% | 80% | 80% |
| Decisions issued within 60 calendar days from the conclusion of a hearing | - | 74% | 80% | 80% |
| Percentage of cases within the six-month case lifecycle for FSC | - | 100% | 80% | 80% |
| Percentage of cases resolved through alternative dispute resolution (in whole or in-part) within the FSC | - | 55% | N/A | N/A |
| Human Rights Tribunal of Ontario (HRTO) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 1 | |||
| Electronic Hearing Events | 803 | |||
| Written Hearing Events | 71 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the HRTO | 21 | |||
| Percentage of hearings scheduled within 180 calendar days from the date the application is ready to proceed to a hearing* | - | TBD | 80% | 80% |
| Percentage of mediations scheduled within 150 calendar days from the date the parties agreed to mediation | - | 97% | 80% | 80% |
| Decisions issued within 6 months from the conclusion of a hearing | - | 74% | 80% | 80% |
| Percentage of cases within the 18-month case lifecycle for HRTO | - | 46% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the HRTO | - | 54% | N/A | N/A |
Note: *The HRTO is unable to report on the percentage of hearings scheduled KPI for this fiscal year due to data integrity issues from their case management system. Solutions are being examined to ensure this KPI can be reported on in the future.
| Landlord and Tenant Board (LTB) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 11 | |||
| Electronic Hearing Events | 36,699 | |||
| Written Hearing Events | 7 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the LTB | 276 | |||
| Percentage of hearings scheduled within of 35 business days for L1 and L9 applications and 40 business days for all other applications except for L5's and A4's from the application receipt date. | - | 69% | 80% | 80% |
| Decisions issued 20 business days for all applications except for L5's and A4's from the conclusion of the final hearing event. | - | N/A | N/A | 80% |
| Percentage of cases within the 90 calendar days case lifecycle for all applications except for L5's and A4's for the LTB. | - | 34% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the LTB. | - | N/A | N/A | N/A |
Notes:
Over the course of the past year, the LTB has been operating out of two case management systems, as it transitions from its legacy system (CMORE) to the new Tribunals Ontario Portal. As a result, the LTB is unable to report on certain KPIs, but is actively working on addressing this.
The definitions for each type of application referenced above are as follows:
| Licence Appeal Tribunal (LAT) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 1 | |||
| Electronic Hearing Events | 6,204 | |||
| Written Hearing Events | 585 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the LAT | 10 | |||
| Percentage that the first hearing event (i.e., a case conference) is scheduled within 60 calendar days for the LAT-GS and 90 calendar days for the LAT-AABS from the receipt of a completed appeal / application | - | 100% | 80% | 80% |
| Decisions issued within 90 calendar days from the conclusion of a hearing* | - | 68% | 80% | 80% |
| Percentage of cases within the 12-month case lifecycle for LAT | - | 80% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the LAT | - | 62% | N/A | N/A |
Note: *LAT’s Decision Issuance KPI does not include case conference reports and orders, motion orders, or adjournment orders, which account for over 90% of total decisions. The inclusion of these decisions will be re-examined for a future iteration of the Tribunals Ontario KPI development.
| Ontario Civilian Police Commission (OCPC) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 0 | |||
| Electronic Hearing Events | 20 | |||
| Written Hearing Events | 0 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the OCPC | N/A | |||
| Percentage of hearings scheduled within 90 calendar days from the receipt of an application / appeal | - | 100% | 80% | 80% |
| Decisions issued within 90 calendar days from the conclusion of a hearing | - | 100% | 80% | 80% |
| Percentage of cases within the 12-month (365 calendar days) case lifecycle for OCPC | - | 81% | 80% | 80% |
| Ontario Parole Board (OPB) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 0 | |||
| Electronic Hearing Events | 518 | |||
| Written Hearing Events | 588 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the OPB | 1 | |||
| Percentage of hearings scheduled prior to parole eligibility date | - | 100% | 80% | 80% |
| Decisions issued by parole eligibility date | - | 100% | 100% | 100% |
| Ontario Special Education Tribunals (English and French) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 0 | |||
| Electronic Hearing Events | 0 | |||
| Written Hearing Events | 1 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the OSETs | N/A | |||
| Percentage of hearings scheduled within 60 calendar days from the eligibility date of an application | - | 100% | 80% | 80% |
| Decisions issued 60 calendar days from the conclusion of a hearing | - | 100% | 80% | 80% |
| Percentage of cases within seven-month case lifecycle for the OSETs | - | N/A | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the OSETs | - | N/A | N/A | N/A |
| Social Benefits Tribunal (SBT) | Actuals Q1 & Q2 (2023-24) | Target | ||
|---|---|---|---|---|
| Key Performance Indicators | # | % | 2023-24 | 2024-25 2025-26 2026-27 |
| Volume of in-person, electronic and written hearing events held | ||||
| In-Person Hearing Events | 8 | |||
| Electronic Hearing Events | 3,511 | |||
| Written Hearing Events | 11 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the SBT | 19 | |||
| Percentage of hearings scheduled within 60 calendar days after receipt of the appeal | - | 54% | 80% | 80% |
| Decisions issued within 60 calendar days from the conclusion of a hearing | - | 97% | 90% | 90% |
| Percentage of cases within the 300 calendar days case lifecycle for SBT | - | 83% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the SBT | - | 24% | N/A | N/A |
1 Tribunals Ontario defines a backlog in accordance with a two-part test. The first test relates to the total number of cases received within the most recent target life cycle at a tribunal. The target life cycle is the time it should take a case to go from application receipt date to the date the case is fully closed. If the total cases at a tribunal are less than the total applications received in the most recent target life cycle, it meets the first test. The second test measures the age of cases compared to the target life cycle. Tribunals Ontario requires 80% of cases to be within the target life cycle in order to meet the second test. For Tribunals Ontario to say that a tribunal does not have a backlog, it must meet both tests on a quarterly basis.
2 This is the process of reviewing and finding efficiencies in existing processes by focusing on eliminating waste in processes/services and achieving improvements to reduce service lead time, cost and variation, and improve on-time delivery performance.