Service standards results
We want you to get your decision as quickly as possible. That’s why we set standards for the number of days it will take. We track how we do against these service standards. This is like our report card. We use this information to assess our performance at processing appeals and to help us focus on areas for improvement.
This page shows you statistics on our service standards over the current fiscal year. We update this information 4 times a year in January, April, July, and October. For information on previous years, you can read our progress reports.
General Division – Employment Insurance
We aim to get you your final decision within 45 days of filing the appeal and within 15 days of your hearing, 80% of the time. Here’s how we did.
| Time period | From filing of appeal | From hearing | ||
|---|---|---|---|---|
| % completed within 45 days (target is 80%) | Average days | % completed within 15 days (target is 80%) | Average days | |
| January to March 2024 (Q4) | 28% | 72.0 | 78% | 13.8 |
| October to December 2023 (Q3) | 16% | 92.1 | 69% | 15.2 |
| July to September 2023 (Q2) | 8% | 129.3 | 65% | 21.1 |
| April to June 2023 (Q1) | 5% | 137.1 | 58% | 19.4 |
| Fiscal year 2023-24 | 14% | 108.1 | 67% | 17.7 |
General Division – Income Security (Canada Pension Plan and Old Age Security)
We aim to get you your final decision within 70 days from when the parties are ready for a hearing and within 30 days of your hearing, 80% of the time. Here’s how we did:
| Time period | From when parties are ready for the hearing | From hearing | ||
|---|---|---|---|---|
| % completed within 70 days (target is 80%) | Average days | % completed within 30 days (target is 80%) | Average days | |
| January to March 2024 (Q4) | 57% | 81.2 | 83% | 21.3 |
| October to December 2023 (Q3) | 58% | 91.4 | 76% | 24.7 |
| July to September 2023 (Q2) | 41% | 103.7 | 74% | 25.9 |
| April to June 2023 (Q1) | 27% | 122.5 | 79% | 22.7 |
| Fiscal year 2023-24 | 51% | 93.1 | 78% | 23.6 |
Appeal Division
EI appeals
At the Appeal Division, parties need to ask for permission to appeal (leave to appeal). We aim to decide on permission to appeal within 45 days, 80% of the time. When permission is granted, we then aim to get you your final decision within the next 150 days, 80% of the time.
If an appeal gets permission to proceed, we ask parties to send us arguments and we usually schedule a hearing. We aim to get you your final decision within 150 days from leave to appeal. Here’s how we did:
| Time period | From filing to permission to appeal | From permission to appeal to final decision | ||
|---|---|---|---|---|
| % completed within 45 days (target is 80%) | Average days | % completed within 150 days (target is 80%) | Average days | |
| January to March 2024 (Q4) | 40% | 58.0 | 90% | 98.8 |
| October to December 2023 (Q3) | 23% | 76.4 | 92% | 106.7 |
| July to September 2023 (Q2) | 15% | 74.0 | 68% | 137.9 |
| April to June 2023 (Q1) | 16% | 61.1 | 66% | 125.8 |
| Fiscal year 2023-24 | 24% | 67.2 | 81% | 113.3 |
Canada Pension Plan and Old Age Security appeals
The process for Income Security appeals at the Appeal Division changed on December 5, 2022. New service standards will be in place by April 2024. Until then, we will report the average numbers of days to get permission to appeal and to get your final decision.
Here is how we did:
| Time period | From filing to permission to appeal | From permission to appeal to final decision |
|---|---|---|
| January to March 2024 (Q4) | 18.5 | 230.5 |
| October to December 2023 (Q3) | 21.6 | 175.3 |
| July to September 2023 (Q2) | 24.8 | 135.7 |
| April to June 2023 (Q1) | 15.3 | 47.1 |
| Fiscal year 2023-24 | 19.9 | 154.1 |