Our preliminary access to justice scores

In 2020, the Social Security Tribunal (SST) answered questions relating to the 4 categories in the Department of Justice’s (DOJ) access to justice index. Check out our overall score and a summary of our results in each category.

Preliminary overall DOJ index scores

Physical and technological access	27 Questions on physical and technological access 22 “YES” answers 5 “NO” answers Index Score: 89.83 / 100
Processes	50 Questions on procedural justice, representation, information, interpersonal 46 “YES” answers 4 “NO” answers Index Score: 95.16 / 100
Costs	9 Questions on user and tribunal costs 8 “YES” answers 1 “NO” answer Index Score: 90.00 / 100
Outcomes	5 Questions on transparency and functional justice 4 “YES” answers 1 “NO” answer Index Score: 68.75 / 100

Where the SST scored positively on the DOJ index

Physical and technological access	Oral processes held in locations as close a possible to parties Hearing rooms accessible, hearings sites near public transit SST open to public, reception staff on site Can call SST outside of regular business hours Parties can watch live or simulated oral processes SST accommodates special needs Parties are given scheduling choices No substantiated claim of failure to accommodate in 12 months Parties are given hearing form choices: in person, TC, VC, in writing SST can respond to general or specific questions by email, phone, TTY * Website: understandable to various literacy levels; meets TB accessibility standards; uses web-diagnostic tools; is designed to facilitate navigation; solicits feedback; offers technical assistance; responds to feedback about website issues
Processes	Members trained in active adjudication, objectivity and bias Parties can choose processes as case goes through the system Foreign-language interpretation provided Client satisfaction evaluated, issues addressed Data system and performance indicators on A2J in place External and internal service standards met Information and support to self-represented parties (SRPs) * SST monitors members, staff, trends, needs regarding SRPs Parties can have support person of their choice during their process Training of members and staff on duty to accommodate Mental health supports for FT members, staff, and referrals for parties Regular outreach * Plain language in writing and in oral communication No substantiated claim with OCOL in past 12 months
Costs	Pays for foreign-language interpretation in proceedings Provides copies of file documents free on request Users can launch a proceeding and file documents without a fee * Partners with pro bono public legal education and information Reimburses parties expenses (in a limited number of cases) Users can access public legal education and information free Toll-free telephone and fax lines SST budgets money for parties’ information needs
Outcomes	Considers roles of parties in disputes (e.g. employer/employee) * Reasons for decision are clearly communicated to parties (e.g. plain language) * Before issued, decisions are reviewed for consistency, transparency or other attributes Reasons reviewed for quality (e.g. plain or accessible language)

Where the SST scored negatively on the DOJ index

Physical and technological access	Rooms not available where lawyers/ representatives can meet privately with clients Parties are not informed that they can watch a live or simulated oral process No child care or child-friendly spaces Website not accessible to persons with different learning styles, such as the inclusion of visual and audio presentation of information Does not use online smart forms
Processes	SST does not monitor members for implicit prejudice Website lacks glossary No written resources in languages other than French and English Does not provide information using visual aids
Costs	Does not pay for the translation of key documents into languages other than French and English
Outcomes	After issued, decisions are not monitored internally for consistency in application

Next steps toward improving A2J at the SST

Next steps toward improving A2J at the SST

Date modified:: 2021-08-20