Annex 4: Program administration
Official title: Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2024 and ending March 31, 2025: Chapter 4: Program administration and delivery.
On this page
- List of abbreviations
- List of tables
- Annex 4.3.1a: Electronic services: Claimants receiving benefits through direct deposit
- Annex 4.3.1b: Points of service for Employment Insurance (EI) program delivery
- Annex 4.3.1c: Service delivery: In-person EI requests (in millions)
- Annex 4.3.1d: Service delivery: eServiceCanada EI requests completed1 (in thousands)
- Annex 4.3.1e: Community Outreach & Liaison Services: Workers facing mass layoffs reached
- Annex 4.3.1f: Community Outreach & Liaison Services: EI information sessions, citizens
- Annex 4.3.1g: Community Outreach & Liaison Services: Employers reached
- Annex 4.3.1h: Community Outreach & Liaison Services: Work-sharing sessions, citizens
- Annex 4.3.1i: Community Outreach & Liaison Services: Outreach Support Centre EI requests (in thousands)
- Annex 4.3.2a: Call Centres: Enquiries resolved via EI voice response system (in millions)
- Annex 4.3.2b: Call Centres: Calls answered at the EI call centre (in millions)
- Annex 4.3.2c: Call Centres: Client attempts to contact a call centre representative
- Annex 4.3.2d: Call Centres: First contact resolution at the EI call centre
- Annex 4.3.3a: Electronic services: Percentage of applications submitted online
- Annex 4.3.3b: Service delivery: My Service Canada Account logins (in millions)
- Annex 4.3.3c: Service delivery: Percentage of EI claimants who accessed My Service Canada Account
- Annex 4.4.1a: Electronic records of employment: Percent distribution of paper ROEs versus eROEs
- Annex 4.4.1b: Electronic records of employment: number of new ROE web registrations
- Annex 4.4.1c: Electronic records of employment: Number of ROEs submitted electronically by employers
- Annex 4.4.2a: EI claims processing: Number of claims processed
- Annex 4.4.2b: EI claims processing: Speed of payment
- Annex 4.4.2c: Electronic services: Partially or fully automated claims (%)
- Annex 4.6.2a: SST General Division, EI Section
- Annex 4.6.2b: SST General Division, EI Section file complete to decision sent (excluding group appeals)
- Annex 4.6.2c: SST General Division, EI Section decisions sent within 15 days of hearing (excluding group appeals)
- Annex 4.6.2d: SST General Division, EI Section decisions sent within 15 days of hearing (including group appeals)
- Annex 4.6.2e: SST Appeal Division, EI Section
- Annex 4.6.2f: SST Appeal Division. EI section file complete to permission to appeal service standard (excluding group appeals)
- Annex 4.6.2g: SST Appeal Division, EI section permission to appeal granted to final decision service standard (excluding group appeals)
List of abbreviations
This is the complete list of abbreviations for the Employment Insurance Monitoring and Assessment Report for the fiscal year beginning April 1, 2024 and ending March 31, 2025.
- ACG
- Apprenticeship Completion Grants
- ADR
- Alternative Dispute Resolution
- AI
- Artificial Intelligence
- AIG
- Apprenticeship Incentive Grants
- B/C
- Benefits-to-Contributions
- B/U
- Beneficiary-to-Unemployed (rate)
- B/UC
- Beneficiary-to-Unemployed Contributor (rate)
- BDM
- Benefits Delivery Modernization
- CAL
- Canada Apprenticeship Loans
- CEEDD
- Canadian Employer-Employee Dynamics Database
- CCB
- Compassionate Care Benefits
- CCDA
- Canadian Council of Directors of Apprenticeship
- CEIC
- Canada Employment Insurance Commission
- CEIFB
- Canada Employment Insurance Financing Board
- CFP
- Call for Proposals
- CIRNAC
- Crown-Indigenous Relations and Northern Affairs Canada
- COLS
- Community Outreach and Liaison Service
- CPI
- Consumer Price Index
- CPP
- Canada Pension Plan
- CRA
- Canada Revenue Agency
- CRF
- Consolidated Revenue Fund
- CSO
- Citizen Service Officers
- CWDP
- Community Workforce Development Program
- CX
- Client Experience
- EAS
- Employment Assistance Services
- EB
- Employment Benefits
- EBSM
- Employment Benefits and Support Measures
- ECC
- Employer Contact Centre
- EDI
- Equity, Diversity and Inclusion
- EI
- Employment Insurance
- EI-A
- Employment Insurance Regular Benefits - Apprentices
- EIACC
- Employment Insurance Appeals Consultative Committee
- EICS
- Employment Insurance Coverage Survey
- ELMLP
- Education and Labour Market Longitudinal Platform
- eROE
- Electronic Record of Employment
- ES
- Employment Services
- ESDC
- Employment and Social Development Canada
- FS
- Family Supplement
- FTE
- Full-Time Equivalent
- FY
- Fiscal Year
- G7
- Group of 7
- GC
- Government of Canada
- GDP
- Gross Domestic Product
- HCCS
- Hosted Contact Centre Solution
- HR
- Human Resources
- IBD
- Integrity-by-Design
- IC
- Individual Counselling
- IQF
- Individual Quality Feedback
- ISET
- Indigenous Skills and Employment Training
- IVR
- Interactive Voice Response
- IWW
- Integrated Workload and Workforce
- JCP
- Job Creation Partnership
- KPI
- Key Performance Indicators
- LFS
- Labour Force Survey
- LMDA
- Labour Market Development Agreements
- LMI
- Labour Market Information
- LMIA
- Labour Market Impact Assessment
- LMP
- Labour Market Partnerships
- LTU
- Long-Term Unemployed
- MIE
- Maximum Insurable Earnings
- MSCA
- My Service Canada Account
- MUS
- Monetary Unit Sampling
- NEET
- Not in Employment, Education or Training
- NERE
- New Entrant and Re-Entrant
- NESI
- National Essential Skills Initiative
- NHQ
- National Headquarters
- NIS
- National Investigative Services
- NOC
- National Occupation Classification
- OAS
- Old Age Security
- OASIS
- Occupational and Skills Information System
- OECD
- Organisation for Economic Co-operation and Development
- p.p.
- Percentage point
- PAAR
- Payment Accuracy Review
- PCIC
- Parents of Critically Ill Children
- PCS
- Post Call Survey
- PEAQ
- Processing, Excellence, Accuracy and Quality
- PPE
- Premiums-paid Eligible Individuals
- PRAR
- Processing Accuracy Review
- PRP
- Premium Reduction Program
- PSPC
- Public Services and Procurement Canada
- PT
- Provinces and Territories
- QPIP
- Quebec Parental Insurance Plan
- R&I
- Research and Innovation
- RAIS
- Registered Apprenticeship Information System
- RN
- Registered Nurse
- ROE
- Record of Employment
- RPA
- Robotics Processing Automation
- SCC
- Service Canada Centre
- SCT
- Skills and Competency Taxonomy
- SD
- Skills Development
- SD-A
- Skills Development - Apprentices
- SD-R
- Skills Development - Regular
- SE
- Self-Employment
- SEAQ
- Service, Excellence, Accuracy and Quality
- SEPH
- Survey of Employment, Payrolls and Hours
- SFS
- Skills for Success
- SIN
- Social Insurance Number
- SIP
- Sectoral Initiatives Program
- SIR
- Social Insurance Register
- SM
- Support Measures
- SME
- Small and medium enterprise
- SRI
- Service Referral Initiative
- SRS
- Simple Random Sampling
- SST
- Social Security Tribunal
- STDP
- Short-Term Disability Plan
- SUB
- Supplemental Unemployment Benefit
- SWSP
- Sectoral Workforce Solutions Program
- TES
- Targeted Earning Supplements
- TFW
- Temporary Foreign Worker
- TIS
- Telephone Interpretation Service
- TRF
- Targeting, Referral and Feedback
- TTY
- Teletypewriter
- TWS
- Targeted Wage Subsidies
- UTIP
- Union Training and Innovation Program
- VBW
- Variable Best Weeks
- VER
- Variable Entrance Requirement
- VET
- Vocational Education and Training
- VRI
- Video Remote Interpretation
- VRS
- Video Relay Service
- WCAG
- Web Content Accessibility Guidelines
- WISE
- Work Integration Social Enterprises
- WWC
- Working While on Claim
List of tables
- Table 4.3.1a: Electronic services: Claimants receiving benefits through direct deposit (%)
- Table 4.3.1b: Points of service for EI program delivery1
- Table 4.3.1c: Service delivery: In-person EI requests1 (in millions)
- Table 4.3.1d: Service delivery: eServiceCanada EI requests completed1 (in thousands)*
- Table 4.3.1e: Community Outreach & Liaison Services: Workers facing mass layoffs reached
- Table 4.3.1f: Community Outreach & Liaison Services: All EI information sessions, citizens
- Table 4.3.1g: Community Outreach & Liaison Services: Employers reached
- Table 4.3.1h: Community Outreach & Liaison Services: Work-sharing sessions, citizens
- Table 4.3.1i: Community Outreach & Liaison Services: Outreach Support Centre EI requests1 (in thousands)
- Table 4.3.2a: Call Centres: Enquiries resolved via EI voice response system (in millions)
- Table 4.3.2b: Call Centres: Calls answered at the EI call centre (in millions)
- Table 4.3.2c: Call Centres: Client attempts to contact a call centre representative
- Table 4.3.2d: Call Centres: First contact resolution at the EI call centre (%)
- Table 4.3.3a: Electronic services: Percentage of applications submitted online
- Table 4.3.3b: Service delivery: My Service Canada Account logins1 (in millions)
- Table 4.3.3c: Service delivery: Percentage of EI claimants who accessed My Service Canada Account
- Table 4.4.1a: Electronic records of employment: Percent distribution of paper ROEs versus eROEs
- Table 4.4.1b: Electronic records of employment: Number of new ROE web registrations
- Table 4.4.1c: Electronic records of employment: Number of ROEs submitted electronically by employers1
- Table 4.4.2a: EI claims processing: Number of claims processed
- Table 4.4.2b: EI claims processing: Speed of payment1 (%)
- Table 4.4.2c: Electronic services: Partially or fully automated claims (%)
- Table 4.6.2a: SST General Division, EI section
- Table 4.6.2b: SST General Division, EI Section: File complete to decision sent (excluding group appeals)
- Table 4.6.2c: SST General Division, EI section: Decisions issued within 15 days of hearing (excluding group appeals)
- Table 4.6.2d: SST General Division, EI section: Decisions issued within 15 days of hearing (including group appeals)
- Table 4.6.2e: SST Appeal Division, EI Section
- Table 4.6.2f: SST Appeal Division, EI section file complete to leave to appeal service standard (excluding group appeals)
- Table 4.6.2g: SST Appeal Division, EI section: Leave granted to final decision service standard (excluding group appeals)
Annex 4.3.1a: Electronic services: Claimants receiving benefits through direct deposit
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Atlantic | 96.9 | 97.4 | 97.9 | 97.7 | 98.2 | 0.5% |
| Quebec | 94.5 | 95.9 | 96.5 | 96.1 | 96.8 | 0.7% |
| Ontario | 95.4 | 96.6 | 97.3 | 97.1 | 97.6 | 0.5% |
| Western | 94.9 | 96.2 | 96.8 | 96.7 | 97.4 | 0.7% |
| Canada | 95.2 | 96.4 | 97.1 | 96.9 | 97.5 | 0.6% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.3.1b: Points of service for Employment Insurance (EI) program delivery
| Region | 2020-21 | 2021-22* | 2022-23** | 2023-24*** | 2024-25**** | % Change2 |
|---|---|---|---|---|---|---|
| Atlantic | 84 | 57 | 84 | 85 | 85 | 0.0% |
| Quebec | 93 | 75 | 98 | 97 | 97 | 0.0% |
| Ontario | 162 | 87 | 173 | 172 | 172 | 0.0% |
| Western | 240 | 113 | 245 | 246 | 246 | 0.0% |
| Canada | 579 | 332 | 600 | 600 | 600 | 0.0% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 The values represent existing points of service as of March 31 for each fiscal year. Points of service include Service Canada Centres, Scheduled Outreach sites, Service Delivery Partners. Service Canada Centre - Passport Services sites are included in the count, although they do not provide EI support.
- 2 Percentage change between 2023-24 and 2024-25.
- * As of March 31, 2022, the Scheduled Outreach sites had not been reactivated due to COVID-19 health and safety measures, they are not included in the total.
- ** As of March 31, 2023, 205 Scheduled Outreach site were reopened.
- *** As of March 31, 2024, 249 Scheduled Outreach site were available for service.
- **** As of March 31, 2025, 249 Scheduled Outreach site were available for service.
Annex 4.3.1c: Service delivery: In-person EI requests (in millions)
| Region | 2020-213 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change2 |
|---|---|---|---|---|---|---|
| Atlantic | 0.09 | 0.14 | 0.2 | 0.25 | 0.31 | 24.0% |
| Quebec | 0.28 | 0.36 | 0.46 | 0.53 | 0.66 | 24.5% |
| Ontario | 0.16 | 0.17 | 0.22 | 0.33 | 0.42 | 27.3% |
| Western | 0.18 | 0.21 | 0.24 | 0.31 | 0.37 | 19.4% |
| Canada | 0.7 | 0.88 | 1.13 | 1.42 | 1.78 | 25.4% |
- Note: Totals may not add up due to rounding.
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Volumes include clients assisted face to face (in a Service Canada Centre or Scheduled Outreach site) and those serving themselves at a Client Access Work Station (CAWS) computer which could result in values reflecting multiple requests by the same client.
- 2 Percentage change between 2023-24 and 2024-25.
- 3 As a result of the pandemic, the Service Canada Centres were closed in March 2020. EI Volumes for 2021 to 2022 only include activities that occurred in Service Canada Centres as a result of an appointment or since they are staggered reopening that began in July 2020. In response to the pandemic, eServiceCanada was launched in March 2020, enabling clients to request assistance for EI via an online form. Once a form was submitted, an officer would call the client within 2 business days to either provide the client assistance or, if necessary, make an appointment to see an officer in a Service Canada Centre. eServiceCanada volumes are not included in this table.
Annex 4.3.1d: Service delivery: eServiceCanada EI requests completed1 (in thousands)
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change2 |
|---|---|---|---|---|---|---|
| Atlantic | 149 | 96 | 38 | 21 | 36 | 75.3% |
| Quebec | 271 | 132 | 59 | 40 | 39 | -1.9% |
| Ontario | 363 | 134 | 33 | 33 | 62 | 89.7% |
| Western | 429 | 149 | 43 | 51 | 54 | 6.2 |
| Canada | 1212 | 511 | 174 | 144 | 191 | 32.9% |
- Note: Totals may not add up due to rounding.
- Source: Service Canada, eServiceCanada, Employment Insurance (EI) administrative data.
- 1 These values could reflect multiple requests by the same client. Data includes all EI completed service requests.
- 2 Percentage change between 2023-24 and 2024-25.
- * Fiscal years 2020-21, 2021-22, and 2022-23 have been updated based on a revised data source. As a result, there are differences in volumes from previously reported figures. This adjustment aims to provide more accurate and consistent data representation.
Annex 4.3.1e: Community Outreach & Liaison Services: Workers facing mass layoffs reached
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Atlantic | 249 | 116 | 92 | 311 | 329 | 5.8% |
| Quebec | 5,864 | 2,561 | 947 | 3,207 | 2,687 | -16.2% |
| Ontario | 1,239 | 1,158 | 1,667 | 1,317 | 2,349 | 78.4% |
| Western | 1,624 | 51 | 991 | 677 | 1,151 | 70.0% |
| Canada | 8,976 | 3,886 | 3,697 | 5,512 | 6,516 | 18.2% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.3.1f: Community Outreach & Liaison Services: EI information sessions, citizens
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Atlantic | 116 | 78 | 61 | 64 | 89 | 39.1% |
| Quebec | 381 | 251 | 211 | 268 | 370 | 38.1% |
| Ontario | 208 | 93 | 147 | 160 | 253 | 58.1% |
| Western | 121 | 44 | 133 | 152 | 196 | 28.9% |
| Canada | 826 | 466 | 552 | 644 | 908 | 41.0% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.3.1g: Community Outreach & Liaison Services: Employers reached
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Atlantic | 156 | 38 | 4 | 6 | 179 | 2883.3% |
| Quebec | 1,704 | 716 | 2,750 | 865 | 311 | -64.0% |
| Ontario | 1,943 | 625 | 178 | 266 | 170 | -36.1% |
| Western | 498 | 90 | 4 | 139 | 6 | -95.7% |
| Canada | 4,301 | 1,469 | 2,936 | 1,276 | 666 | -47.8% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.3.1h: Community Outreach & Liaison Services: Work-sharing sessions, citizens
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Atlantic | 84 | 21 | 10 | 5 | 6 | 20.0% |
| Quebec | 238 | 142 | 129 | 148 | 197 | 33.1% |
| Ontario | 39 | 10 | 8 | 12 | 22 | 83.3% |
| Western | 3 | 0 | 0 | 30 | 56 | 86.7% |
| Canada | 364 | 174 | 147 | 195 | 281 | 44.1% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.3.1i: Community Outreach & Liaison Services: Outreach Support Centre EI requests (in thousands)
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Atlantic | 1.4 | 0.8 | 1 | 0.7 | 0.7 | 0.0% |
| Quebec | 3.3 | 2.2 | 2.85 | 1.6 | 1.2 | -25.0% |
| Ontario | 4.2 | 1.9 | 1.4 | 0.8 | 0.8 | 0.0% |
| Western | 20.8 | 11.5 | 9.8 | 7.4 | 7.1 | -4.1% |
| Canada | 29.7 | 16.5 | 15.1 | 10.5 | 9.7 | -7.6% |
- Note: Totals may not add up due to rounding.
- Source: Service Canada, Outreach Support Centre, Employment Insurance (EI) administrative data from ATOM.
- 1 These values could reflect multiple requests by the same client.
Annex 4.3.2a: Call Centres: Enquiries resolved via EI voice response system (in millions)
| Fiscal year | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Canada | 25.6 | 14.1 | 10.0 | 8.6 | 8.3 | -3.7% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25. It is calculated on the data before rounding.
Annex 4.3.2b: Call Centres: Calls answered at the EI call centre (in millions)
| Fiscal year | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Canada | 5.6 | 7.2 | 6.2 | 6.0 | 6.1 | 1.6% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25. It is calculated on the data before rounding.
Annex 4.3.2c: Call Centres: Client attempts to contact a call centre representative
| Fiscal year | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 |
|---|---|---|---|---|---|
| Attempts to speak to a representative1 | 21,657,330 | 9,432,283 | 7,810,4152 | 6,425,426 | 6,450,277 |
| Calls that could not access the representative queue | 10,816,735 | 117,325 | 22,422 | 1,301 | 302 |
| Abandoned calls | 5,150,382 | 2,132,887 | 1,602,997 | 388,895 | 319,258 |
| Call answered by a representative | 5,613,034 | 7,178,811 | 6,175,527 | 6,031,407 | 6,128,087 |
- Source: Employment and Social Development Canada.
- 1 Does not equal the sum of the 3 following rows. After the implementation of HCCS a few calls are not routed correctly after the client attempts to speak to a representative. The number of attempts for 2020-21 has been updated.
- 2 Volume corrected following the removal of 90 test calls that were originally captured in the data.
Annex 4.3.2d: Call Centres: First contact resolution at the EI call centre
| Fiscal year | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Canada | 84.9 | 83.4 | 87.8 | 90.9 | 94.1 | 3.5% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.3.3a: Electronic services: Percentage of applications submitted online
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Atlantic | 98.6 | 98.2 | 98.4 | 98.6 | 98.5 | -0.1% |
| Quebec | 98.1 | 97.4 | 96.9 | 97.6 | 97.7 | 0.1% |
| Ontario | 98.6 | 97.8 | 98.4 | 98.5 | 98.3 | -0.2% |
| Western | 98.6 | 97.9 | 98.6 | 98.5 | 98.4 | -0.1% |
| Canada | 98.5 | 97.7 | 98.1 | 98.3 | 98.2 | -0.1% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.3.3b: Service delivery: My Service Canada Account logins (in millions)
| Fiscal year | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change2 |
|---|---|---|---|---|---|---|
| Canada | 80.1 | 38.2 | 32.5 | 31.1 | 33 | 6.1% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Regional breakdowns for MSCA logins are not available. The data tracking system used for MSCA is a secure information portal; hence, Service Canada does not track personal identifying client information through this portal. Personal identifying client information would be needed in order to capture regional data.
- 2 Percentage change between 2023-24 and 2024-25.
Annex 4.3.3c: Service delivery: Percentage of EI claimants who accessed My Service Canada Account
| Fiscal year | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Canada | 34.8 | 28.0 | 36.6 | 34.1 | 35.3 | 3.5% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.4.1a: Electronic records of employment: Percent distribution of paper ROEs versus eROEs
| Fiscal year | eROEs - Canada % total | Paper - Canada % total |
|---|---|---|
| 2020-21 | 95.6 | 4.4 |
| 2021-22 | 97.5 | 2.5 |
| 2022-23 | 98.0 | 2.0 |
| 2023-24 | 98.1 | 1.9 |
| 2024-25 | 98.2 | 1.8 |
| Year-by-Year Comparison1 | +0.1 | -0.1 |
- Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
- 1 This figure represents the percentage point increase over the percentage of ROEs submitted electronically the previous fiscal year.
Annex 4.4.1b: Electronic records of employment: Number of new ROE web registrations
| Fiscal year | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change 1 |
|---|---|---|---|---|---|---|
| Canada | 84,699 | 40,231 | 42,939 | 42,559 | 42,450 | -0.3% |
- Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.4.1c: Electronic records of employment: Number of ROEs submitted electronically by employers
| Fiscal year | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change2 |
|---|---|---|---|---|---|---|
| Canada | 12,237,632 | 12,203,454 | 11,737,128 | 11,683,081 | 11,447,665 | -2% |
- Source: ROE Single Database, Corporate Client Information Service (CCIS or Easy Access) - Employer Summary Table (Note: 2nd copy paper ROEs loaded in CCIS).
- 1 Electronic Records of Employment (eROEs) consist of Web eROEs and Secure Automated Transfer (SAT) eROEs.
- 2 Percentage change between 2023-24 and 2024-25.
Annex 4.4.2a: EI claims processing: Number of claims processed
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Atlantic | 678,144 | 407,942 | 367,505 | 361,473 | 361,018 | -0.1% |
| Quebec | 2,014,639 | 917,832 | 794,598 | 831,375 | 830,437 | -0.1% |
| Ontario | 2,873,316 | 1,148,588 | 967,693 | 1,042,489 | 1,083,426 | 3.9% |
| Western | 2,392,358 | 912,839 | 845,848 | 899,301 | 927,148 | 3.1% |
| Canada | 7,958,457 | 3,387,201 | 2,975,644 | 3,134,638 | 3,202,029 | 2.1% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.4.2b: EI claims processing: Speed of payment
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change2 |
|---|---|---|---|---|---|---|
| Atlantic | 93.1 | 88.3 | 85.2 | 92.0 | 92.4 | 0.4% |
| Quebec | 89.0 | 84.3 | 74.2 | 82.8 | 86.6 | 4.6% |
| Ontario | 88.8 | 86.2 | 76.3 | 87.2 | 87.5 | 0.3% |
| Western | 87.5 | 84.1 | 74.0 | 86.3 | 86.1 | -0.2% |
| Canada | 88.8 | 85.4 | 76.2 | 86.4 | 87.4 | 1.2% |
- Source: Service Canada. Employment Insurance (EI) administrative data.
- 1 The speed of payment is the percentage performance for the Service Standard "To issue EI benefit payments or non-benefit notifications within 28 calendar days of filing an application for benefits." This standard has a target of 80%.
- 2 Percentage change between 2023-24 and 2024-25.
Annex 4.4.2c: Electronic services: Partially or fully automated claims (%)
| Region | 2020-21 | 2021-22 | 2022-23 | 2023-24 | 2024-25 | % Change1 |
|---|---|---|---|---|---|---|
| Atlantic | 89.5 | 80.9 | 78.2 | 78.1 | 77.8 | -0.4% |
| Quebec | 88.6 | 80.0 | 69.6 | 70.1 | 70.4 | 0.4% |
| Ontario | 89.3 | 76.0 | 70.2 | 70.9 | 70.2 | -1.0% |
| Western | 88.5 | 74.9 | 69.5 | 69.8 | 69.2 | -0.9% |
| Canada | 88.9 | 77.4 | 70.8 | 71.2 | 70.8 | -0.6% |
- Source: Service Canada, Employment Insurance (EI) administrative data.
- 1 Percentage change between 2023-24 and 2024-25.
Annex 4.6.2a: SST General Division, EI Section
| Appeal information | Number of regular files | Number of group files | Total number of files |
|---|---|---|---|
| Appeals in progress on March 31,2024 | 829 | 134 | 963 |
| Appeals received | 3,813 | 95 | 3,908 |
| Appeals concluded | 4,137 | 135 | 4,272 |
| Appeals in progress on March 31, 2025 | 505 | 94 | 599 |
Annex 4.6.2b: SST General Division, EI Section file complete to decision sent (excluding group appeals)
| Fiscal year | Average days from file complete to decision sent | Percentage of files meeting service standard (number of files) |
|---|---|---|
| 2020-21 | 37.0 | 79.4% (1,441) |
| 2021-22 | 42.9 | 68.8% (1,660) |
| 2022-23 | 113.1 | 7.4% (223) |
| 2023-24 | 108.0 | 14.1% (619) |
| 2024-25 | 55.4 | 47.6% (1,853) |
- Note: The goal is to complete 80% of decision within 45 days from the date the appeal is filed.
Annex 4.6.2c: SST General Division, EI Section decisions sent within 15 days of hearing (excluding group appeals)
| Fiscal year | Average days from hearing held to decision sent | Percentage of files meeting service standard (number of files) |
|---|---|---|
| 2020-21 | 8.8 | 86.2% (1,400) |
| 2021-22 | 9.0 | 82.5% (1,839) |
| 2022-23 | 17.7 | 61.2% (1,564) |
| 2023-24 | 17.9 | 66.6% (1,758) |
| 2024-25 | 12.2 | 75.6% (2,548) |
- Note: The goal is to complete 80% of decision within 15 days of the hearing.
Annex 4.6.2d: SST General Division, EI Section decisions sent within 15 days of hearing (including group appeals)
| Fiscal year | Average days from hearing held to decision sent | Percentage of files meeting service standard (number of files) |
|---|---|---|
| 2020-21 | 9.1 | 84.6% (1,402) |
| 2021-22 | 9.0 | 83.0% (1,841) |
| 2022-23 | 18.6 | 59.4% (1,567) |
| 2023-24 | 19.2 | 64.4% (1,766) |
| 2024-25 | 12.8 | 75.2% (2,549) |
- Note: The goal is to complete 80% of decision within 15 days of the hearing.
Annex 4.6.2e: SST Appeal Division, EI Section
| Appeal information | Number of regular files | Number of group files | Total number of files |
|---|---|---|---|
| Appeals in progress on March 31,2024 | 151 | 36 | 187 |
| Appeals received | 616 | 0 | 616 |
| Appeals concluded | 696 | 36 | 732 |
| Appeals in progress on March 31, 2025 | 71 | 0 | 71 |
Annex 4.6.2f: SST Appeal Division, EI section file complete to permission to appeal service standard (excluding group appeals)
| Fiscal year | Average days from file complete to leave to appeal decision sent | Percentage of files meeting service standard (number of files) |
|---|---|---|
| 2020-21 | 21.6 | 94.8% (183) |
| 2021-22 | 23.1 | 94.7% (267) |
| 2022-23 | 41.3 | 64.3% (495) |
| 2023-24 | 67.2 | 23.5% (174) |
| 2024-25 | 21.1 | 92.0% (550) |
- Note: The goal is to complete 80% of permission to appeal decisions within 45 days from when the appeal is received at the Appeal Division.
Annex 4.6.2g: SST Appeal Division, EI section permission to appeal granted to final decision service standard (excluding group appeals)
| Fiscal year | Average days from permission to appeal granted to final decision sent | Percentage of files meeting service standard (number of files) |
|---|---|---|
| 2020-21 | 77.1 | 96.5% (111) |
| 2021-22 | 89.0 | 93.9% (107) |
| 2022-23 | 105.0 | 80.8% (229) |
| 2023-24 | 113.3 | 81.1% (163) |
| 2024-25 | 91.6 | 90.2% (203) |
- Note: The goal is to complete 80% of final decisions within 150 days from permission to appeal being granted.