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 39 responses to our participant satisfaction survey in November 2023. Satisfaction remains strong in all areas except timely resolution. We’re taking measures to address a staff shortage and improve timeliness in all areas of the dispute resolution process.
Selected comments on what participants liked about their experience with the CRT:
- Everything was very smooth and easy! This was an amazing experience and you have nailed the process.
- Everyone I spoke to was really helpful, kind and professional.
- This was my first time using this service and I thought it was very streamlined and efficient.
- I really do like the online opportunity. I am a person in my 70’s so not having to travel around or mail information etc is of value to me.
Selected comments on what the CRT could have done to improve their experience:
- Better information could be provided on how to access various aspects of the process.
- My only feedback here is that the process took longer than I anticipated.
- More guidance once we reached the adjudication phase.