Table of Contents
Tribunals Ontario has made significant and meaningful improvements over the past several years to modernize and provide convenient and accessible services to our users.
Most of Tribunals Ontario's tribunals are meeting their key performance targets, and the two tribunals with a backlog continue to make focused efforts on improvement. Tribunals Ontario has continued to expand the suite of resources and supports it provides to ensure all users can fully participate in virtual hearings. In November 2024, Tribunals Ontario launched its new modernized website, and this is one of many recent projects where Tribunals Ontario sought direct feedback from tribunal users to better understand their experiences and perspectives.
These efforts have built a strong foundation for Tribunals Ontario's digital first model and user-friendly services, which we will continue to build upon in the coming years.
In light of our successes and the work ahead, this past year Tribunals Ontario refreshed its Mission, Vision and Core Values statements to better reflect the organization of today, how we will deliver services and our vision for the future. These updated strategic statements are set out in Section 2 of this Business Plan and build on updates made last year to the Mandate Statement to better reflect current legislative authorities.
Tribunals Ontario's commitment to a strong, accessible, and modern administrative justice system for those that come before us remains unchanged. Our refreshed strategic statements are intended to strengthen and guide our work in the coming years, by providing Tribunals Ontario staff and adjudicators with a common vocabulary and understanding of the work we do and how we will approach that work.
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 be best in class in the delivery of effective administrative justice through tribunals that are independent, innovative, user-friendly and accessible.
Providing access to fair and timely justice for all Ontarians.
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.
The 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 issuance of decisions, orders and recommendations arising from pre-hearings and mediations, settlement conferences and if required, a formal hearing.
Each year our tribunals receive and resolve over 100,000 cases. We provide fair, accessible dispute resolution to thousands of Ontarians.
The specific mandates for the 13 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 appeals under the Assessment Act and municipal legislation (the Municipal Act and the City of Toronto Act). In general, the ARB hears appeals respecting property assessment, classification, and some aspects of municipal taxation.
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) hears applications and makes recommendations on the placement of young people in custody or detention 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 premise.
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.
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) 1 has historically heard appeals, adjudicated applications, conducted investigations, and resolved disputes regarding the oversight and provision of policing services. This includes hearing appeals of police disciplinary decisions, conducting investigations and inquiries into the conduct of chiefs of police, police officers and members of police services boards.
OCPC has two divisions: Adjudicative and Investigative. The Adjudicative division is led by the Associate Chair and has historically primarily dealt with appeals of disciplinary matters; proposals to amalgamate, reduce or abolish existing municipal police forces; budgetary disputes regarding police services; and other functions. The Investigative division is led by the Executive Chair and has historically dealt with investigations, inquiries and public complaints concerning the conduct of chiefs of police, police officers, special constables and 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; and the benefits they receive.
Tribunals Ontario is focussed on providing access to fair and timely justice for all Ontarians. Last year, we made significant strides in modernizing services and ensuring access to justice through key initiatives in our User Experience, Digital Modernization and People First strategic directions.
As part of our user experience strategy, we continued to prioritize backlog reduction strategies at two of our tribunals, and ongoing service improvements at all of our tribunals. We put more emphasis than ever before on hearing directly from users to better understand what we can do to improve the customer service experience, and increased our focus on providing clear and simple information and other supports to help parties better understand and navigate the appeal process.
We continued to build on our digital-first strategy to provide the kind of digital options and services that Ontarians have come to expect, while at the same time ensuring our users are supported through digital literacy resources.
As part of our people-first plan, we continued to focus on building a full complement of staff and adjudicators, as well as employee engagement, health and wellness, and professional growth and development.
Outlined below are some of the key ways we fulfilled our strategic directions and improved service delivery for users in 2024. Our plan to continue to build on these achievements to further our strategic directions is outlined in Section 6.
Addressing tribunal backlogs remains a priority for Tribunals Ontario. In 2023, the SBT and LAT successfully eliminated their backlogs2. In 2024, the LTB and the HRTO made significant progress with their backlog reduction strategies, and the remaining 11 tribunals (including SBT and LAT) met or exceeded the vast majority of their respective service targets.
The LTB successfully reduced its active case count each month in 2024, representing a 20% reduction in active caseload since December 31, 2023 (when its active caseload peaked). The LTB scheduled over 105,000 hearings and resolved over 100,000 cases – the highest number of hearings scheduled and cases resolved in the LTB's history.
Application processing timelines were also significantly reduced across all application types. In particular, L1 and L9 applications (applications for non-payment of rent), which comprise over half of the LTB's total applications, were being scheduled within approximately 3 months (as compared to 8 to 10 months in early 2023).
This was all achieved despite application intake also being the highest ever at the LTB.
The HRTO closed more files than received through intake, thereby reducing its overall active caseload by 7% compared to January 2023. This marks the first reduction to the HRTO's caseload since 2013. This was achieved through various policy and process changes, including upgrades to the HRTO's case management system resulting in significantly improved performance and speed, modifications to its scheduling model, and a tribunal-wide review of processes utilizing Lean methodology.
Tribunals Ontario launched a Lean program as part of our strategic direction to prioritize the user experience. This program is designed to promote the "Lean" method3 for improving processes, eliminating inefficiencies, and reducing service timelines. Under the Lean program, managers and staff are learning about Lean process improvement techniques and how to apply them in day-to-day work. The aim of the program is to foster a Tribunals Ontario-wide Lean mindset of continuous improvement, driving sustainable improvement through learning, planning and doing.
Several tribunals and business units have already applied their learning and made incremental improvements to their processes by leveraging the Lean methodology. Most recently, the SBT made several improvements to their email intake and scheduling processes, resulting in faster responses and shorter wait times.
Stakeholder engagement continued to be prioritized across all tribunals, in line with Tribunals Ontario's commitment to hear directly from users on how to improve their experience with our organization.
Our tribunals meet with key stakeholders on a regular basis to discuss and share information about tribunal processes and procedures. In addition to these regular meetings, various formal consultations took place last year. For example, LTB stakeholders were given the opportunity at virtual engagement sessions to provide feedback on the Tribunals Ontario Portal and its functionality. LTB has been making incremental changes based on that feedback and continues to assess what other changes are feasible to help improve the user experience. Also, the HRTO consulted its stakeholders on updates to its Rules of Procedure to support operational changes made to streamline processes.
Building on Tribunals Ontario's goal of continuous improvement of the user experience, SBT and HRTO partnered with Experience Design Lab - XDL (formerly known as Ontario Digital Service) in 2024 to conduct user research to help inform service improvements. Interviews with individual users were conducted to gather feedback and better understand the needs and experiences of the diverse user groups that interact with the SBT and HRTO. Findings are being analyzed to determine opportunities for improvement.
At the ACRB and FSC, new information sheets and new Notice of Motion forms were created and posted on our website in June 2024. These new materials were created based on recommendations made through user research conducted in 2023 to provide more information, in plain language, about the appeal process.
Tribunals Ontario launched its modernized website in November 2024 to provide a more intuitive, user-friendly online experience for all users. The new site's improved search functionality makes it easier for users to find the information they are looking for, and all within two or three clicks upon landing on the website. The information provided is also written in plain language, ensuring all users can easily access the information they are looking for.
Feedback from tribunal users helped inform the design of the new website. Through our user research initiatives, various recommendations were made related to the website. One key recommendation was to make the steps in the application/appeal process at each tribunal clearer, which is one of the key changes to the site. Feedback was also received through usability testing, which involved interviewing and observing stakeholders navigate the website, and recording their feedback.
On June 1, 2024, Tribunals Ontario launched its Enhanced Access Initiative, which provides the public more seamless access to observe video hearings using Zoom. The ARB was the first tribunal to participate in the program. Since June, the ARB has been providing links to many4 of their hearings on their website, eliminating the need for observers to email the ARB to request access. We continue to monitor feedback to identify any changes to further improve how we provide enhanced access.
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 prepared and comfortable participating in a virtual proceeding. In August 2024, an updated Zoom Guide for users was posted on our website. The guide provides tips on what parties can do before their proceeding to minimize technical issues and outlines how parties can troubleshoot technical issues they may have during their proceeding. It also provides information on how to use basic controls in Zoom.
Tribunals Ontario continued to improve virtual hearings by putting in place streamlined processes and technical supports for hybrid hearings. These new measures will help ensure a seamless process for hearings where there is both virtual and in-person participation.
Adjudicator recruitment continues to be a key focus, particularly at the HRTO and LTB. As of December 12, 2024, the government had appointed 57 net new adjudicators to Tribunals Ontario and reappointed 48 adjudicators. 11 of those newly appointed were at the LTB, and 14 at the HRTO. As of that date, Tribunals Ontario has 426 adjudicators – 178 full time and 248 part time.
To support these efforts, Tribunals Ontario has developed a robust framework to manage appointments, and a comprehensive program to onboard and train new adjudicators to ensure they are hearing room ready within a minimal amount of time.
A series of workshops and training sessions were offered to staff and adjudicators that support employee engagement, health and wellness, and professional growth and development. Some examples included:
Tribunals Ontario's new Diversity, Equity, and Inclusion (DEI) Strategy was launched in 2024. This three-year strategy and action plan is intended to guide deliberate actions 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. The DEI Strategy and Action Plan has three key goals: Diversity of Thought and Experience; Inclusive Leaders and Culture; and Diverse Talent. To ensure focused, intentional commitment to actioning specific initiatives, a new working group structure was also established and will be instrumental in helping us achieve our organizational goals.
As an organization, Tribunals Ontario is committed to providing an active offer of French language services to the public, and French language services that are clearly visible, easily accessible, and of equivalent quality to services offered in English. A new common Request for French Language Services Form was created for all our tribunals as part of our effort to better support users and provide more user-friendly and consistent information.
Tribunals Ontario also continued to focus on optimizing the recruitment, onboarding, and monitoring of bilingual adjudicators to better identify and support the bilingual adjudicator complement. As of December 12, 2024, Tribunals Ontario had 34 bilingual adjudicators, many of whom are cross appointed to two or more tribunals. This equates to approximately 8% of our adjudicators being bilingual and ensures our ability to provide FLS at each of our 13 tribunals.
A number of external and internal factors in Ontario influence Tribunals Ontario and its tribunals. These factors have the potential to impact our tribunals in a variety of ways, including changing workload, tribunal mandates and tribunal operations.
Notwithstanding these factors, we continue to provide a modern administrative justice system that is fair, independent, and effective for all those who come before Tribunals Ontario.
On March 15, 2024, the Supreme Court of Canada issued its decision in Yatar v. TD Insurance Meloche Monnex, which concluded that a statutory right of appeal to Divisional Court on questions of law alone does not restrict a party from pursuing an application for judicial review on questions of fact or mixed fact and law.
This decision is expected to result in a significant increase in judicial review applications and parallel appeal/judicial review proceedings before Divisional Court, which may put further and significant strain on resources at many of Tribunals Ontario's constituent tribunals in the coming years. Since the release of the decision, some tribunals have already experienced an increase in workload resulting from the increase in judicial reviews, which are generally more resource intensive than a statutory appeal from a tribunal decision.
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 the Ministry of the Attorney General (MAG) of the potential impacts to process, resource needs and service delivery when changes to jurisdiction are identified. Key changes to policy, regulation and legislation that are expected to impact tribunals in the coming years are outlined below.
Ontario Civilian Police Commission (OCPC) - The Community Safety and Policing Act, 2019 (CSPA) was proclaimed into force on April 1, 2024, and introduced changes to the oversight of policing in Ontario. On the same day, the OCPC's enabling legislation, the Police Services Act, was repealed and the CSPA enabled the eventual dissolution of the OCPC. The OCPC cannot accept any new appeals, applications or requests for investigation, and the applicable entities established under the CSPA will assume responsibility for any new cases, as appropriate.
The OCPC is only continued for the limited purposes expressly prescribed in the CSPA and O.Reg. 125/24 (Transitional Matters) under the CSPA. During the current transition period, the OCPC continues to work diligently on its adjudicative and investigative caseloads in accordance with the CSPA and O.Reg. 125/24 and continues to work with MAG to ensure a smooth transition. At a future date, to be determined by MAG, the OCPC will be dissolved.
Tribunals Ontario continues to fully utilize the funding resources provided by the government to recruit and onboard more adjudicators to meet legislated time requirements and service standards.
Since 2020, Tribunals Ontario more than doubled the number of adjudicators appointed and reappointed at its tribunals. As of December 12, 2024, Tribunals Ontario has 426 adjudicators – 178 full time and 248 part time.
Tribunals Ontario has embarked on a program to implement "Lean" principles and approaches into the culture of the organization, developing a comprehensive multi-year strategy based on three interconnecting pillars: Capacity Building, Communication and Change Management, and Business Optimization.
The Capacity Building pillar continually expands Lean knowledge across the organization through leadership and staff training. Simultaneously, the Communication and Change Management portfolio is an ongoing effort to maintain open communication at all levels within Tribunals Ontario and cultivating Lean Champions throughout the organization.
Over the coming years, Tribunals Ontario's Lean program will help drive improvements in service delivery and the user experience.
Tribunals Ontario continues to look for opportunities for staff and adjudicators to enhance their skills and to encourage career advancement within the organization, in order to enhance and strengthen capacity for the future.
To support education and training, Tribunals Ontario staff have access to online learning courses. Tribunals Ontario has also implemented a number of programs aimed at building capacity and engagement and understanding of the organization. For example: "A Day in the Life" series provides insight on how a day looks for various tribunals and business units across Tribunals Ontario. The "Corporate Welcome and Orientation" session for new employees and the OIC onboarding session for members provides an overview of the organization.
Tribunals Ontario also recently launched several initiatives to support professional development and career progression, including efforts to enhance succession planning and coaching for managers.
Rules, practice directions and guidelines support transparency and consistency about what a tribunal expects of the parties, and what parties can expect of the tribunal.
Tribunals Ontario is continuously examining and will make modifications to rules, practice directions and guidelines where and when necessary to reflect changes to processes or services, such as the scheduling and rescheduling of events. This work also ensures 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 has been working to update its Continuity of Operations Plan to better reflect the current hybrid and digital first working model. The plan outlines policies and procedures to enable Tribunals Ontario to respond to disruptive events in such a manner that critical business functions and services can continue to be delivered as effectively as possible.
The Continuity of Operations Plan has three primary objectives:
The revised plan will be completed in 2025.
Tribunals Ontario is committed to delivering an accessible and modern administrative justice system. We remain focused on our vision of being best in class in the delivery of effective administrative justice through our independent, innovative, user-friendly, and accessible tribunals.
To achieve this, Tribunals Ontario will continue to pursue three main strategic directions for the April 1, 2025, to March 31, 2028 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 heard and served respectfully, that they understood the process, and that the experience was user-friendly.
The user experience strategy is focused on transforming Tribunals Ontario's culture and service delivery to be user-friendly, where the experience of tribunal users is at the forefront of service design and delivery. This means timely service, simple and easy to navigate processes, clear communication in plain language, fostering a culture of continuous improvement, and a willingness to engage users and make changes based on their feedback.
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:
Ontarians depend on digital options and video conferencing technology to access the services they need from the comfort and convenience of their home or workplace.
In their survey responses, most of our users report that they appreciate and prefer using new digital tools, although 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:
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 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.
As part of our people first strategy, we will:
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 OPS 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 559 staff and 198 full- time adjudicator positions. This allocation includes the addition of 72 FTEs in April 2023 (32 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 248 part-time adjudicators as of December 12, 2024.
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 the Cabinet. This is laid out in the Agencies and Appointments Directive.
Tribunals Ontario is undertaking an initiative to modernize our forms so that clients can submit appeals and applications to our tribunals more efficiently. This will empower our clients to interact with tribunals seamlessly, efficiently, and safely. The updated forms will be compliant with Web Content Accessibility Guidelines (WCAG) international standard 2.1 AA, featuring data validations and other dynamic functionalities.
The new digital forms will be modern, intuitive, and accessible, enhancing the user experience while ensuring the highest standards of security.
In February 2023, implementation of the LTB's case management system, the Tribunals Ontario Portal, was complete. The system streamlines the dispute resolution process and allows users to take a more active role in their case as it progresses. Key features include filing applications online, uploading documents, and using the online dispute resolution feature to interact with other parties to resolve the application. We continue to make ongoing updates and enhancements to the features, functionality and processes based on feedback received from LTB users and stakeholders.
Over the next 3 to 5 years, Tribunals Ontario will focus on sustainment and enhancement of our legacy case management systems, ensuring they remain reliable, secure, and efficient while supporting Tribunals Ontario's evolving needs. Tribunals Ontario will look at exploring opportunities to modernize and replace legacy systems in the future. Robust case management systems are essential to Tribunals Ontario's strategies to:
Tribunals Ontario will undertake projects to increase reliability and security by implementing additional measures to protect sensitive data and ensure system integrity. Regular updates and maintenance will be conducted to prevent downtime and enhance system performance, including upgrading hardware and software components to leverage the latest technologies.
Tribunals Ontario plans to focus on user-centric design improvements to make the systems more intuitive and user-friendly. Training programs will be provided to ensure staff can effectively utilize system features. Additionally, the systems will be assessed to consider integrating new functionalities and ensuring compatibility with other systems and technologies.
Tribunals Ontario is committed to providing fair, efficient, and timely dispute resolution services for users who come before our 13 tribunals. The Communications Unit helps tribunals establish and maintain strong and open communications with the public, users and stakeholders and deliver information in a clear, easy-to-understand and transparent manner.
To do this, Tribunals Ontario:
The Communications Unit supports the Executive Office (EO) and 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.
Tribunals Ontario is a digital-first organization, and all our tribunals are successfully using digital communications tools to inform and engage with service users, stakeholders, and the public.
The Tribunals Ontario website and the Tribunals Ontario Contact Centre are the primary ways our users and stakeholders connect with us for information. The website is typically the first point of contact for our users when they are looking for information.
To ensure compliance with our French Language Services policy, all public-facing communication is available in French and English simultaneously.
Tribunals Ontario continues to foster a people-first organization and culture with a strong commitment to diversity, equity, and inclusion and to transparency and employee engagement and empowerment. As the results of a 2024 employee survey demonstrate, we are moving in the right direction and are placing a high priority to addressing everyone's needs.
Internally, Tribunals Ontario utilizes several communication tools and products including:
Tribunals Ontario recognizes the importance of engaging with stakeholders to understand the needs and perspectives of people who come before the tribunals and the impacts that operational and program changes may have on how they interact with the tribunals.
Tribunals Ontario tracks stakeholder engagement across all of its tribunals and continues to work on creating a harmonized approach to stakeholder communications and engagement. As 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 sessions as it allows for ease of use and convenience for all participants. Where feasible and appropriate, in-person meetings are also scheduled.
Tribunals Ontario's Public Consultation Policy outlines our approach to consultation and stakeholder engagement.
In 2024-2025, Tribunals Ontario continued to prioritize engagement with stakeholders across all tribunals. Some examples of formal consultations include:
Several tribunals meet on a regular basis with their key stakeholders to discuss and share information on streamlining processing, scheduling practices, backlogs etc. Some examples include:
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.
Tribunals Ontario is a digital-first organization and therefore recognizes the importance of providing direct access for users seeking information and resources quickly and efficiently. One of the ways the tribunals do that is through a modern and easy-to-navigate website containing information and resources on all 13 tribunals.
The Tribunals Ontario website has been modernized to provide a simpler, more intuitive, user-friendly online experience for all users. The modernized website will make it easier for users to find the information they are looking for and also help them better understand the application process. It has a modern look and feel and is simple and intuitive to navigate. The content on the website has been reviewed for plain language and accessibility. "Call to action" buttons are featured on most pages and are designed to help users navigate the tribunal process more independently.
We conducted user research sessions with some user groups who interact with our tribunals. Feedback and insights received were implemented to ensure a better online user experience. The new website is fully accessible and responsive from a variety of devices, including desktops, tablets, and smartphones, and compatible with the most commonly used web browsers, such as Google Chrome, Microsoft Edge, Safari, and Firefox. We will continue to monitor how our users interact with the website to identify further opportunities for improvement.
In addition to the new website, Tribunals Ontario has two other online digital tools that provide online information and services – Navigate Tribunals Ontario and the Tribunals Ontario Portal.
Tribunals Ontario continues to provide information to the media in a transparent, effective, and timely manner. To help promote and maintain positive working relationships with journalists, Tribunals Ontario continues to share copies of certain documents and relay hearing details with reporters and media outlets who 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. Twice a year, 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 2024, Tribunals Ontario launched a renewed Diversity, Equity, and Inclusion (DEI) strategy, leveraging feedback gained from grassroots engagement sessions held with staff and adjudicators over the past two years.
The DEI strategy vision is an inclusive, diverse, equitable, anti-racist and accessible Tribunals Ontario and includes three main goals:
In 2024, we established three new working groups to develop and implement action plans aimed at achieving our goals. These plans will encompass learning, awareness-building, communication, and changes to processes and practices. The DEI strategy is designed to evolve over time, with annual action planning to ensure our initiatives remain responsive and effective in reaching our objectives.
Notable actions in 2024 include:
As part of our commitment to building a diverse, equitable and inclusive workforce, Tribunals Ontario identified key priority areas of focus based on the results from the 2024 employee survey, informing the establishment of a new Employee Engagement Action Plan.
This Action Plan aims to address the following priorities:
Notable actions in 2024 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 2020-2024 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 establishing and maintaining our MYAP, Tribunals Ontario commits to auditing our current policies and practices, built environment, digital spaces, procurement processes, employment practices, and any proposed new website development to ensure that they meet the requirements of the AODA and its Integrated Accessibility Standards Regulation. Any potential or noted breaches will be identified and remedied.
Employees and adjudicators are also required to complete mandatory training on Ontario's accessibility laws and on the Ontario Human Rights Code as it relates to people with disabilities. These courses are offered through the Ontario Public Service.
Tribunals Ontario is developing a revised MYAP to align with the Ontario Public Service's MYAP. While continuing with the focus of the current MYAP, the new plan will focus on reducing accessibility barriers in the following key areas:
Tribunals Ontario's budget reflects its overall operational costs, including the operational costs for the Licence Appeal Tribunal – Automobile Accident Benefits Service (LAT-AABS) which are fully recoverable from the insurance industry.
| Operating Budget | 2024-25 Budget Allocation | 2024-25 Q2 Forecast | Variance Surplus (Pressures) |
|---|---|---|---|
| Salaries and Wages | |||
| Salaries and Wages | $66,176,631 | $68,912,794 | $(2,736,163) |
| Benefits | $8,425,000 | $10,681,483 | $(2,256,483) |
| Other Direct Operating Expense (ODOE) | |||
| Transportation & Communications | $2,650,400 | $1,250,571 | $1,399,829 |
| Services | $17,749,100 | $22,614,176 | $(4,865,076) |
| Supplies & Equipment | $542,600 | $231,969 | $310,631 |
| Sub-total Operating | $95,543,731 | $103,690,993 | $(8,147,262) |
| Recoveries | $(437,300) | $(265,000) | $(172,300) |
| Total Operating | $95,106,431 | $103,425,993 | $(8,319,562) |
| Revenue | 2024-25 Budget Allocation | 2024-25 Q2 Forecast | Revenue Increase / (Decrease) |
| Filing Fees and Sales | $14,574,600 | $15,853,270 | $1,278,670 |
| Reimbursement of Expenditure LAT-AABS | $18,193,600 | $17,723,097 | $(470,503) |
| Operating Budget | 2025-26 Budget Allocation | 2026-27 Budget Allocation | 2027-28 Budget Allocation |
|---|---|---|---|
| Salaries and Wages | $61,317,400 | $56,428,200 | $56,428,200 |
| Benefits | $8,425,000 | $7,716,100 | $7,716,100 |
| Other Direct Operating Expense (ODOE) | |||
| Transportation & Communications | $2,650,400 | $2,650,400 | $2,650,400 |
| Services | $14,392,100 | $13,512,000 | $13,512,000 |
| Supplies & Equipment | $542,600 | $542,600 | $542,600 |
| Sub-total Operating | $87,327,500 | $80,849,300 | $80,849,300 |
| Recoveries | $(437,300) | $(437,300) | $(437,300) |
| Total Operating | $86,890,200 | $80,412,000 | $80,412,000 |
| Revenue | 2025-26 Budget Allocation | 2026-27 Budget Allocation | 2027-28 Budget Allocation |
| Filing Fees and Sales | $14,574,600 | $15,448,100 | $15,448,100 |
| Reimbursement of Expenditure LAT-AABS | $18,193,600 | $17,994,100 | $17,994,100 |
Effective April 1, 2022, Tribunals Ontario began tracking the performance of our tribunals against six Key Performance Indicators (KPIs):
Effective April 1, 2024, Tribunals Ontario added three new KPIs for all tribunals, including:
Tribunals Ontario recognizes that a few tribunals 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 (2024-25) | ||||
|---|---|---|---|---|
| Key Performance Indicators | Actuals Q1 & Q2 | Target | ||
| # | % | 2024-25 | 2025-26 2026-27 2027-28 |
|
| Volume of in-person, electronic and written hearing events held by Tribunals Ontario in English (total) | 61,250 | |||
| In-Person Hearing Events in English | 25 | |||
| Electronic Hearing Events in English | 59,841 | |||
| Written Hearing Events in English | 1,384 | |||
| Volume of in-person, electronic and written hearing events held by Tribunals Ontario in French / Bilingual (total) | 475 | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | 468 | |||
| Written Hearing Events in French / Bilingual | 7 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by Tribunals Ontario | 579 | |||
| Percentage that Tribunals Ontario meets their hearing event date scheduling target | 47,756 | 94% | 80% | 80% |
| Percentage that Tribunals Ontario meets their time to proceed to the initial hearing event target | 8,064 | 88% | 80% | 80% |
| Percentage that Tribunals Ontario meets their decision issuance standard | 7,598 | 94% | 80% | 80% |
| Percentage of cases within the case lifecycle for Tribunals Ontario for English files6 | 37,202 | 81% | 80% | 80% |
| Percentage of cases within the case lifecycle for Tribunals Ontario for French / Bilingual files7 | 251 | 62% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within Tribunals Ontario | 3,313 | 41% | N/A | N/A |
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Animal Care Review Board | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the ACRB in English | 108 | |||
| In-Person Hearing Events in English | N/A | |||
| Electronic Hearing Events in English | 105 | |||
| Written Hearing Events in English | 3 | |||
| Volume of in-person, electronic and written hearing events held at the ACRB in French / Bilingual | N/A | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | N/A | |||
| Written Hearing Events in French / Bilingual | N/A | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the ACRB | 1 | |||
| Percentage of hearings scheduled within five business days after the receipt of a completed appeal | 83 | 100% | 95% | 95% |
| Percentage that the ACRB proceeds to a first Held Hearing Event within 10 business days from the application/appeal completed/perfected date | 67 | 100% | 80% | 80% |
| Decisions issued within 60 calendar days from the conclusion of a hearing | 24 | 88% | 80% | 80% |
| Percentage of cases within the three-month case lifecycle for English applications at the ACRB | 36 | 97% | 80% | 80% |
| Percentage of cases within the three-month case lifecycle for French/Bilingual applications at the ACRB | N/A | N/A | 80% | 80% |
| Percentage of resolved cases through alternate dispute resolution (in whole or in-part) within the ACRB | 53 | 47% | N/A | N/A |
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Assessment Review Board | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the ARB in English | 223 | |||
| In-Person Hearing Events in English | N/A | |||
| Electronic Hearing Events in English | 203 | |||
| Written Hearing Events in English | 20 | |||
| Volume of in-person, electronic and written hearing events held at the ARB in French / Bilingual | N/A | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | N/A | |||
| Written Hearing Events in French / Bilingual | N/A | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the ARB | 1 | |||
| Percentage that the hearing event month is assigned within 90 days of a perfected appeal | 3,124 | 100% | 85% | 85% |
| Decisions issued within 60 calendar days from the conclusion of a hearing | 3,179 | 98% | 85% | 85% |
| Percentage of summary appeals resolved within 40 weeks following the commencement date for ARB | 348 | 80% | 85% | 85% |
| Percentage of general appeals resolved within 135 weeks following the commencement date for ARB | 1,780 | 68% | 85% | 85% |
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Child and Family Services Review Board | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the CFSRB in English | 34 | |||
| In-Person Hearing Events in English | N/A | |||
| Electronic Hearing Events in English | 14 | |||
| Written Hearing Events in English | 20 | |||
| Volume of in-person, electronic and written hearing events held at the CFSRB in French / Bilingual | 4 | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | 3 | |||
| Written Hearing Events in French / Bilingual | 1 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the CFSRB | 3 | |||
| Percentage of hearings scheduled within 60 calendar days from the eligibility date of their applications | 16 | 97% | 80% | 80% |
| Percentage that the CFSRB proceeds to a first held hearing event within 7 days for introductory hearings from the application receipt date | 42 | 80% | 80% | 80% |
| Decisions issued within 45 calendar days from the conclusion of a hearing | 23 | 89% | 80% | 80% |
| Percentage of cases within the seven-month case lifecycle for CFSRB for English files | 90 | 97% | 80% | 80% |
| Percentage of cases within the seven-month case lifecycle for French / Bilingual applications at the CFSRB | N/A | N/A | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the CFSRB | 37 | 76% | N/A | N/A |
Note: The CFSRB's previously reported KPIs under this category captured the number of CFSRB applications resolved within the target seven-month calendar day case lifecycle. In this report and moving forward, the data in this category will capture the number of active cases within the CFSRB's seven-month calendar day case lifecycle.
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Custody Review Board8 | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the CRB in English | 94 | |||
| In-Person Hearing Events in English | N/A | |||
| Electronic Hearing Events in English | 94 | |||
| Written Hearing Events in English | N/A | |||
| Volume of in-person, electronic and written hearing events held at the CRB in French / Bilingual | 1 | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | 1 | |||
| Written Hearing Events in French / Bilingual | N/A | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the CRB | N/A | |||
| Percentage that the CRB proceeds to a first Held Hearing Event within 24 hours from the application receipt date | 95 | 100% | 80% | 80% |
| Recommendations issued within 30 calendar days from the conclusion of a hearing | 38 | 100% | 100% | 100% |
| Percentage of cases within the 30-day case lifecycle for CRB in English | 19 | 100% | 100% | 100% |
| Percentage of cases within the 30-day case lifecycle for French/Bilingual applications at the CRB | N/A | N/A | 80% | 80% |
Note: The CRB's previously reported KPIs under this category captured the number of CRB applications resolved within the target 30-day case lifecycle. In this report and moving forward, the data in this category will capture the number of active cases within the CRB's 30-day case lifecycle.
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Fire Safety Commission | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the FSC in English | 40 | |||
| In-Person Hearing Events in English | N/A | |||
| Electronic Hearing Events in English | 39 | |||
| Written Hearing Events in English | 1 | |||
| Volume of in-person, electronic and written hearing events held at the FSC in French / Bilingual | N/A | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | N/A | |||
| Written Hearing Events in French / Bilingual | N/A | |||
| 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 | 25 | 100% | 80% | 80% |
| Percentage that the FSC proceeds to a first Held Hearing Event within 60 calendar days from the application/appeal completed/perfected date | 22 | 100% | 80% | 80% |
| Decisions issued within 60 calendar days from the conclusion of a hearing | 8 | 100% | 80% | 80% |
| Percentage of cases within the six-month case lifecycle for English applications at the FSC | 13 | 100% | 80% | 80% |
| Percentage of cases within the six-month case lifecycle for French / Bilingual applications at the FSC | N/A | N/A | 80% | 80% |
| Percentage of cases resolved through alternate dispute resolution (in whole or in-part) within the FSC | 18 | 41% | N/A | N/A |
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Human Rights Tribunal of Ontario | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the HRTO in English | 1,429 | |||
| In-Person Hearing Events in English | 1 | |||
| Electronic Hearing Events in English | 1,212 | |||
| Written Hearing Events in English | 216 | |||
| Volume of in-person, electronic and written hearing events held at the HRTO in French / Bilingual | 30 | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | 26 | |||
| Written Hearing Events in French / Bilingual | 4 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the HRTO | 24 | |||
| Percentage of hearings scheduled within 180 calendar days from the date the application is ready to proceed to a hearing | 38 | 95% | 80% | 80% |
| Percentage of mediations scheduled within 150 calendar days from the date the parties agreed to mediation9 | TBD | TBD | 80% | 80% |
| Decisions issued within 6 months from the conclusion of a hearing | 204 | 80% | 80% | 80% |
| Percentage of cases within the 18-month case lifecycle for English applications at the HRTO | 4,561 | 51% | 80% | 80% |
| Percentage of cases within the 18-month case lifecycle for French / Bilingual applications at the HRTO | 55 | 41% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the HRTO | 328 | 38% | N/A | N/A |
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Landlord and Tenant Board | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the LTB in English | 46,490 | |||
| In-Person Hearing Events in English | 15 | |||
| Electronic Hearing Events in English10 | 46,472 | |||
| Written Hearing Events in English | 3 | |||
| Volume of in-person, electronic and written hearing events held at the LTB in French / Bilingual | 378 | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | 378 | |||
| Written Hearing Events in French / Bilingual | N/A | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the LTB | 516 | |||
| Percentage of hearings scheduled within 180 calendar days from the date the application is ready to proceed to a hearing | 38 | 95% | 80% | 80% |
| Percentage of hearings scheduled within 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 | 32,872 | 75% | 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 11 | TBD | TBD | 80% | 80% |
| Percentage of cases within the 90 calendar days case lifecycle for all applications except for L5's and A4's for English applications in the LTB | 19,610 | 43% | 80% | 80% |
| Percentage of cases within the 90 calendar days case lifecycle for all applications except for L5's and A4's for French / Bilingual applications in the LTB | 145 | 28% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the LTB 12 | TBD | TBD | N/A | N/A |
The definitions for each type of application referenced above are as follows:
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Licence Appeal Tribunal | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the LAT in English | 7,595 | |||
| In-Person Hearing Events in English | N/A | |||
| Electronic Hearing Events in English | 7,161 | |||
| Written Hearing Events in English | 434 | |||
| Volume of in-person, electronic and written hearing events held at the LAT in French / Bilingual | 25 | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | 23 | |||
| Written Hearing Events in French / Bilingual | 2 | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the LAT | 19 | |||
| Percentage that the first hearing event (i.e., a case conference) is scheduled within 20 calendar days for the LAT-GS and 40 calendar days for the LAT-AABS from the receipt of a completed appeal / application | 7,423 | 92% | 80% | 80% |
| Percentage that the LAT proceeds to a first Held Hearing Event within 45 calendar days (for LAT-GS) and 150 calendar days (for LAT-AABS) from the receipt of a completed appeal/application | 4,082 | 63% | 80% | 80% |
| Decisions issued within 90 calendar days from the conclusion of a hearing13 | 179 | 81% | 80% | 80% |
| Percentage of cases within the 12-month case lifecycle for English application for the LAT | 9,041 | 86% | 80% | 80% |
| Percentage of cases within the 12-month case lifecycle for French / Bilingual applications for the LAT | 20 | 84% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the LAT | 2,744 | 27% | N/A | N/A |
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Ontario Civilian Police Commission14 | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the OCPC in English | 4 | |||
| In-Person Hearing Events in English | N/A | |||
| Electronic Hearing Events in English | 4 | |||
| Written Hearing Events in English | N/A | |||
| Volume of in-person, electronic and written hearing events held at the OCPC in French / Bilingual | N/A | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | N/A | |||
| Written Hearing Events in French / Bilingual | N/A | |||
| 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 | N/A | N/A | 80% | 80% |
| Percentage that the OCPC proceeds to a first Held Hearing Event within 90 days from the application/appeal completed/perfected date | N/A | N/A | 80% | 80% |
| Decisions issued within 90 calendar days from the conclusion of a hearing | 3 | 100% | 80% | 80% |
| Percentage of cases within the 12-month (365 calendar days) case lifecycle for OCPC in English | 1 | 33% | 80% | 80% |
| Percentage of cases within the 12-month (365 calendar days) case lifecycle for OCPC in French / Bilingual | N/A | N/A | N/A | N/A |
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Ontario Parole Board15 | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the OPB in English | 1,183 | |||
| In-Person Hearing Events in English | N/A | |||
| Electronic Hearing Events in English | 513 | |||
| Written Hearing Events in English | 670 | |||
| Volume of in-person, electronic and written hearing events held at the OPB in French / Bilingual | 10 | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | 10 | |||
| Written Hearing Events in French / Bilingual | N/A | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the OPB | 3 | |||
| Percentage of hearings scheduled prior to parole eligibility date | 402 | 100% | 80% | 80% |
| Decisions issued by parole eligibility date | 402 | 100% | 100% | 100% |
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Ontario Special Education Tribunals (English and French) | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the OSETs in English | 4 | |||
| In-Person Hearing Events in English | N/A | |||
| Electronic Hearing Events in English | N/A | |||
| Written Hearing Events in English | 4 | |||
| Volume of in-person, electronic and written hearing events held at the OSETs in French / Bilingual | N/A | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | N/A | |||
| Written Hearing Events in French / Bilingual | N/A | |||
| 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 | 1 | 100% | 80% | 80% |
| Percentage that the OSETs proceed to a first Held Pre-Hearing Event within 20 days from the response receipt date | 1 | 50% | 100% | 100% |
| Decisions issued 60 calendar days from the conclusion of a hearing | N/A | N/A | 80% | 80% |
| Percentage of cases within seven-month case lifecycle for English applications for the OSETs | 2 | 100% | 80% | 80% |
| Percentage of cases within seven-month case lifecycle for French / Bilingual applications for the OSETs | N/A | 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 | N/A |
Note: The OSET's previously reported KPIs under this category captured the number of OSETs applications resolved within the target seven-month calendar day case lifecycle. In this report and moving forward, the data in this category will capture the number of active cases within the OSET's seven-month calendar day case lifecycle.
| Tribunals Ontario Key Performance Indicators (Q1 and Q2 24–25 Data) | ||||
|---|---|---|---|---|
| Social Benefits Tribunal | Actuals (Q1 and Q2 2024–25) | Target | ||
| # | % | 2024–25 | 2025–26 2026–27 2027–28 |
|
| Volume of in-person, electronic and written hearing events held at the SBT in English | 4,046 | |||
| In-Person Hearing Events in English | 9 | |||
| Electronic Hearing Events in English | 4,024 | |||
| Written Hearing Events in English | 13 | |||
| Volume of in-person, electronic and written hearing events held at the SBT in French / Bilingual | 32 | |||
| In-Person Hearing Events in French / Bilingual | N/A | |||
| Electronic Hearing Events in French / Bilingual | 32 | |||
| Written Hearing Events in French / Bilingual | N/A | |||
| Number of eligible accommodation requests granted (in whole or in-part) by the SBT | 11 | |||
| Percentage of hearings scheduled within 60 calendar days after receipt of the appeal | 3,743 | 100% | 80% | 80% |
| Percentage that the SBT proceeds to a First Held Hearing Event within 240 days from the appeal receipt date | 3,755 | 100% | 80% | 80% |
| Decisions issued within 60 calendar days from the conclusion of a hearing | 3,535 | 99% | 90% | 90% |
| Percentage of cases within the 300 calendar days case lifecycle for English applications for the SBT | 3,829 | 98% | 80% | 80% |
| Percentage of cases within the 300 calendar days case lifecycle for French / Bilingual applications for the SBT | 31 | 97% | 80% | 80% |
| Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within the SBT16 | 133 | 18% | N/A | N/A |
1 As a result of legislative changes in 2024, OCPC no longer accepts new appeals, applications, or requests for investigation. The OCPC is only continued for the limited purposes expressly prescribed. At a future date, to be determined by the Ministry of the Attorney General, the OCPC will be dissolved. Return.
2 Tribunals Ontario has developed a two-part test to clearly define what a backlog is at any of our tribunals. 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. Return.
3 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. Return.
4 All ARB hearings are open to the public, unless directed to be closed due to matters involving public security or intimate financial information, or where personal matters may be disclosed. Links are only posted for hearings that are open to the public. Return.
5 Tarion is the consumer protection organization established by the Ontario government to administer the province's new home warranty program. Return.
6 This KPI does not include the ARB data, as the ARB reports on cases resolved during the case lifecycle. Return.
7 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. Return.
8 The CRB does not hold hearings, they conduct reviews and issue recommendations. As such, instead of reporting on decisions issued from the conclusion of a hearing, they are reporting on the recommendations issued from the conclusion of a review. Also, the CRB does not conduct alternative dispute resolution because of the jurisdiction and operations of the tribunal. As such, they will not be reporting on the KPI for the percentage of cases resolved through alternative dispute resolution. Return.
9 The HRTO is unable to report on the percentage of mediations scheduled KPI for Q1 and Q2 2024-25 due to data limitations with their case management system. Solutions are being examined to ensure this KPI can be reported on in the future. Return.
10 Includes Public Access Terminals (PATs) and video conferencing. Return.
11 LTB has fully transitioned to the new Tribunals Ontario Portal (TOP) case management system (CMS) and is in the process of developing the necessary reports to be able to compile this data. Return.
12 LTB has fully transitioned to the new Tribunals Ontario Portal (TOP) case management system (CMS) and is in the process of developing the necessary reports to be able to compile this data. Return.
13 The LAT's Decision Issuance Key Performance Indicator (KPI) does not include case conference reports and orders, motion orders, or adjournment orders, which account for over 90% of total decisions for LAT. The statistics on decision issuance for the divisions within LAT (LAT-AABS and LAT-GS) are rolled up using a weighted average based on the number of decisions released across each division. The inclusion of decision types will be re-examined for a future iteration of the Tribunals Ontario KPI development. Return.
14 The OCPC does not conduct alternative dispute resolution because of the jurisdiction and operations of the tribunal. As such, they will not be reporting on the KPI for the percentage of cases resolved through alternative dispute resolution. Return.
15 The OPB does not have a standard case lifecycle, as all cases are active until the applicants are discharged from an institution and the decision issued is determined by the Parole Eligibility Date (PED), not a pre-set timeframe. Due to the OPB not having a case lifecycle, they will not be reporting on the percentage of cases within the case lifecycle KPI. Also, the OPB does not conduct alternative dispute resolution. As such, they will not be reporting on the KPI for the percentage of cases resolved through alternative dispute resolution. Return.
16 Alternative dispute resolution (ADR) for the SBT is a voluntary mechanism where appellants agree to participate in alternative dispute resolution as a method to facilitate the resolution of an appeal. Not all appeals are captured in ADR as some appellants chose not to undergo that process. Return.