ARB: Operational Update
New Tribunals Ontario and Assessment Review Board Key Performance Indicators

Tribunals Ontario has implemented new Key Performance Indicators (KPIs) across all 13 of our tribunals as part of our ongoing commitment to continuous improvement and ensuring that the services we provide meet the needs of our users.

The KPIs are designed to assess the organization’s effectiveness in delivering our core business of resolving disputes in an accessible, fair, efficient, and timely manner. They are also important for public accountability and serve as a vital operational tool for strategic decision-making and driving process improvements.

We expect that over time a single set of measures will help us track and monitor performance in a consistent way and better understand how we are doing across all tribunals.

Effective April 1, 2022, the Assessment Review Board (ARB) began tracking performance against these new organizational KPIs. As a result, we have reassessed and adapted some of our pre-existing ARB KPIs, as well as added a few new ones. Our new KPIs and targets for the ARB are as follows:

• Volume of in-person, electronic and written hearing events held at the ARB
• Number of eligible accommodation requests granted (in whole or in-part) by the ARB
• Percentage that the hearing event month is assigned within 90 days of a perfected appeal – target of 85 per cent
• Decisions issued within 60 calendar days from the conclusion of a hearing – target of 85 per cent
• Summary appeals resolved within 40 weeks following the commencement date – target of 85 per cent
• General appeals resolved within 135 weeks following the commencement date – target of 85 per cent

To ensure openness and transparency, these new KPIs will be reported on a quarterly basis and published through updates on our website, beginning later this fiscal year.

Over the coming months we expect to introduce other measures, such as a measure related to French language services.

However, before doing so, we would like to hear your thoughts and get your feedback on the above mentioned KPIs.

Your input will help us better align our KPIs over time as we continue to modernize and improve service delivery.

Please contact us at ARB.Registrar@ontario.ca with your feedback by November 23, 2022.

As we move forward on this initiative, we will continue to share more information.