(Disponible en français)
The purpose of the Adjudicative Tribunals Accountability, Governance and Appointments Act, 2009 ("ATAGAA") is to ensure that adjudicative tribunals are accountable, transparent and efficient in their operations, while remaining independent in their decision-making.
Tribunals Ontario has established policies and procedures to meet the legislative requirements of the ATAGAA.
Section 5 of the ATAGAA requires that every adjudicative tribunal develop a service standard policy which must contain, among other things, a statement of the standards of service that the tribunal intends to provide. This policy hereby sets out Tribunals Ontario's service standard practices.
Tribunals Ontario's commitment to service standard practices is guided by the Memorandum of Understanding (MOU) between the Attorney General (AG) and the Executive Chair (EC). The MOU establishes the accountabilities of the AG, EC, Deputy Attorney General, and Executive Director, and expectations for the operational, administrative, financial, auditing and reporting arrangements between Tribunals Ontario and the ministry.
Further to the MOU, Tribunals Ontario will establish regular Business Plans that confirm its mandate, strategic directions, priorities, timelines, and key performance indicators.
Tribunals Ontario has established the following service standard practices:
The constituent tribunals of Tribunals Ontario have developed Rules of Practice, policies and procedures that set out the processes each tribunal follows in carrying out its mandate. For this information, refer to Tribunals Ontario's website: tribunalsontario.ca.
Tribunals Ontario will adhere to an Access to Records Policy. Tribunals Ontario is guided by the open court principle and is committed to transparency, accountability and accessibility in its decision-making and operations.
Tribunals Ontario is committed to an active offer of French Language Services and to actively engaging with the Francophone community to ensure its services reflect and meet the needs of the population it serves. Tribunals Ontario will adhere to a French Language Services Policy developed to:
Tribunals Ontario will adhere to an Accessibility and Accommodation Policy designed to provide an inclusive and accessible environment in which all members of the public have equitable access to its services. Tribunals Ontario has put in place a process to request an accommodation before any of its tribunals. Accommodations are arrangements that allow everyone to participate fully in the tribunal process, regardless of their abilities.
Tribunals Ontario has implemented key performance indicators (KPIs) as part of its ongoing commitment to continuous improvement and ensuring that the services it provides meet the needs of its users.
In addition, service timelines have been developed for each tribunal and posted on the Tribunals Ontario website. This information is intended to increase transparency and manage parties' expectations around next steps and timelines involved in the appeal process, such as when an application might be scheduled for a proceeding or when an order might be issued.
Tribunals Ontario has a Public Complaints Policy, which articulates how complaints may be made to Tribunals Ontario, how the complaint will be processed, and differentiates between complaints against staff and those against Members, Vice Chairs, Associate Chairs, the Alternate Executive Chair, the Executive Director and the Executive Chair. The Policy also deals with general complaints about Tribunals Ontario's Policies and Procedures.
This policy is available in various accessible formats including audio and large print. For an alternative format or a paper copy, please contact the Office of the Executive Chair, Tribunals Ontario via email:
This policy will be reviewed every three years along with the other puclic accountability documentation required by ATAGAA.
This Policy was jointly adopted by the Executive Director and the Executive Chair on August 28, 2020.