Tribunals Ontario Portal
In February 2023, the Landlord and Tenant Board (LTB) completed implementation of the Tribunals Ontario Portal. Since then, incremental changes have been made to the portal based on user and stakeholder feedback to improve overall functionality, enhance the user experience, and allow for greater efficiency in managing files and responding to inquiries.
Notice of Hearing Updates
All Notices of Hearing generated by the portal have been updated to include information on the LTB’s hearing technical support line, including the email address and phone number parties should use to reach technical support staff. Including this information in the Notice of Hearing ensures that parties have easy access to relevant information they need to join their hearing and troubleshoot should an issue arise.
The LTB is currently working on further updates to the Notice of Hearing template to improve readability and provide links to online Zoom resources.
Personal Identification Number (PIN) letter Updates
The LTB has updated the PIN letter, which is sent to parties once a new application has been filed. The letter provides the responding parties with the PIN number, which allows them to access online services and information for the LTB file they are responding to.
The PIN letter has been re-written in plain language to ensure the information is simple and easy to understand for all users. It also outlines clear and concise information about how the portal can be used during the application process.
Consent to Disclosure Enhancement
Changes have been made to the “Consent to Disclosure through the portal” feature. This is the feature where, upon logging into the portal, parties are asked to confirm if they consent to receiving documents from the LTB through the portal or by email. This feature now provides parties with a greater understanding as to what is being consented to and what to expect if consent is provided. In addition, the portal will clearly display the email address that is on record with the LTB and allows parties to provide an alternate email address for service, if the one on record is not accurate.
New Call Centre Platform
Tribunals Ontario will be introducing a modernized call centre system at its tribunals, with the LTB to begin implementation in the coming weeks.
The improved system includes a call-back option where instead of waiting on hold, a caller can choose to leave their phone number and receive a return call while maintaining their spot in the queue. The Interactive Voice Response System, which allows callers to navigate through pre-recorded information to address their questions, has been updated to provide user-friendly, plain language information that is easier to navigate. The new system also provides callers with an estimated wait time.
The new technology is expected to improve the customer service experience and service delivery at the LTB.
New LTB Video Guides
Tribunals Ontario is creating a series of videos to help parties better understand what to expect when they attend an LTB hearing through Zoom. The videos, which will be posted on the Videoconferencing webpage in November, include information on the LTB hearing sign-in process, the role of Tenant Duty Counsel, mediation, and what to expect in the hearing room.
This summer, a number of LTB stakeholders were engaged to provide feedback on the video scripts. They provided valuable input to ensure the videos meet the needs of the parties that come before the LTB, and their insight is appreciated.
The LTB videos are the latest in a series of video guides created by Tribunals Ontario to help parties better understand what to expect when they attend a proceeding through Zoom. As access to justice remains a key priority at Tribunals Ontario, and supportive resources will continue to be developed for users to improve digital literacy and ensure parties feel comfortable participating in a virtual proceeding.
Expansion of ServiceOntario (Filing in person)
The LTB is working with its partners at ServiceOntario to add additional locations where parties can file an LTB application in-person. While the LTB encourages parties to use the Tribunals Ontario Portal to file their application, this expansion of services will make it easier to file an application and related documents in-person for those who are not able to file online. More information will be provided at a later date.
Adjudicator Recruitment Update
The LTB has been taking concrete steps to increase the number of adjudicators to support backlog reduction. The LTB is pleased to announce that as of October 20, 2023, 16 new full-time member positions have been successfully hired, with 12 of these expected to be fully deployed by the end of October, allowing for increased hearing capacity which will lead to a steady decline in the backlog.
The LTB will continue to move through the recruitment process with more appointees coming in the near future and continue to aim to fill the remaining adjudicative positions as soon as possible.