The Civil Resolution Tribunal anonymously surveys people who have gone through the tribunal process. We use this feedback to improve the way we serve the public. We report the results every month on this blog.
We had 47 responses to our participant survey in September 2025. We’re pleased to report that participant satisfaction remains strong in all areas except timely resolution. We’re taking measures to address a high volume of claims and improve timeliness in all areas of the dispute resolution process.
Selected comments on what participants liked about their experience with the CRT:
- Convenience and accessibility (availability 24/7). You can resolve disputes without needing to travel or appear in person.
- I have done a few different CRT claims and it has always been simple and straightforward to apply and respond.
- Very supportive and professional staff.
- Patient and considerate because of my mental disabilities.
Selected comments on what the CRT could have done to improve their experience:
- There are long wait times between steps. Making the process a little bit faster will be much appreciated.
- [The CRT] requires more resources in order to move the cases through the system in a timely manner.
- Keep the parties to the dates set out and not allow extensions.
- [A translated version of] the system input interface…would likely offer users a better experience and also improve efficiency.