Social Security Tribunal experience survey – January to March 2026
General Division (Employment Insurance and Income Security) and Appeal Division survey results
Overall satisfaction: 83%
This satisfaction rate may fall below historical averages likely due to changes to the survey questions.
| Appeal type | Satisfaction | Participants |
|---|---|---|
| Employment Insurance | 85% | 116 |
| Income Security | 79% | 42 |
| Appeal Division | 73% | 14 |
Six respondents didn’t tell us their appeal type, but their satisfaction scores factor into the overall satisfaction rate.
During the hearing, it was easy to refer to appeal documents.
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 92% | 79% | 84% | 88% |
Were you able to participate fully, for example: answer questions, correct errors and explain your case?
| Employment Insurance | Income Security | Appeal Division | Combined |
|---|---|---|---|
| 94% | 91% | 76% | 92% |
How helpful did you find the tools and resources provided by the SST?
| Very helpful or somewhat helpful | Unhelpful | Did not use | |
|---|---|---|---|
| Letters or email | 89% | 6% | 5% |
| 1-877 number or general email | 82% | 5% | 13% |
| Website | 60% | 9% | 31% |
| Organizations that can help | 42% | 10% | 48% |
| Online decision database | 43% | 7% | 50% |
| Video | 34% | 4% | 63% |
If you had a virtual hearing, did you experience any technical issues?
Text version
- Yes: 18%
- No: 82%
Some commenters said they had difficulty connecting to the hearing, experienced audio or video issues at the hearing or experienced multiple issues during the hearing.
Do you have any other comments to share?
We received 49 comments. Some respondents noted having a positive experience interacting with SST staff throughout the appeal process, while others suggested providing more guidance and information on how to appeal.