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Participant Satisfaction Survey – July 2020

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 cumulative results every month on this blog.

We had only 43 responses to our satisfaction survey in July 2020. But we’re pleased to report that participant satisfaction remains strong.


Selected comments on what participants liked about their experience with the CRT:

  • I found the online/email process very convenient, and the time frames for the various steps were reasonable. My case manager was helpful and professional. I also found your databank of decisions helpful and easy to search.
  • I was very happy being able to have my claim looked at for a low fee. I would not have been able to afford it otherwise. I am truly thankful for that.
  • Friendly staff, excellent communication skills with healthy boundaries on how they could communicate.
  • The other party had refused to answer my communications, and filing with the CRT caused them to answer, then we were able to arrive at a solution. Otherwise, they never would have answered.


Selected comments on what the CRT could have done to improve their experience:

  • The identification of the Respondent was the only snag. I had listed the Respondent based on the name on my invoice and made the assumption that it was a BC corporation. CRT emailed me to say it was not a BC corporation. I understood the language of what was being asked (corporation or sole proprietor) but I am not sure that many self represented litigants would.
  • Put a small video up or link to one on youtube that details the basics of filing and using the website parts.
  • Sometimes 3 days is not enough response time when you are a working volunteer (strata member).
  • What the CRT can do differently is when the CRT neutral advisors come in to advise and help out the applicant/respondent. I would have preferred access earlier than the negotiation phase.