Consulting with Canadians – Employment Insurance Service Quality Review

About this consultation

Millions of Canadians rely on the Government of Canada to provide them with easy access to the services and benefits to which they are entitled. They expect quality and fast service from their government—whether the service is provided online, over the phone or in person. According to Service Canada data, too many Canadians are not receiving the level of service they expect.

Through Budget 2016, the Government of Canada committed to improve services for Canadians. To support this commitment, the Government is taking action by launching the Employment Insurance Service Quality Review, a nationwide consultation process with key stakeholders and the public to seek their input on ways to improve services to Employment Insurance (EI) claimants.

The review will examine how Service Canada administers the EI program so that resources are focused on providing the best possible service to Canadians, with a focus on three key areas:

  1. streamlining applications
  2. reducing wait times for service delivery
  3. reducing administrative burden for employers

EI is funded by employer and employee premiums—consideration will also be given to trade-offs between improving services and managing premium rates.

It is clear that Canadians have something to say on this subject—this is your opportunity to share your views with the Government on the administration of the EI program.

This consultation will be open from May to August 2016. A summary report of feedback received through these consultations will be released in fall 2016.

How to participate

By participating in this consultation, you are also consenting to, and acknowledging that you have read, understood, and agree to the Privacy Notice Statement; and that your submission, or portions thereof, may be published on, included in publicly available reports on the consultation, and compiled with other responses to the consultation in an open-data submission on

Consultations with stakeholders will also be taking place through regional and national meetings from May to June 2016.

Message from the Ministers

Canadians expect quality and timely services from their government, whether those services are provided online, over the phone or in person.

It is clear that Canadians encounter too many challenges accessing our services. This can cause stress and frustration for those who are often already experiencing a period of difficulty and financial hardship.

Budget 2016 proposes to invest $92 million to improve the administration of the EI program. We want taxpayers’ money to be invested wisely and used as effectively as possible.

The EI Service Quality Review will examine how Service Canada administers the EI program so that steps can be taken to ensure resources are focused on providing the best possible service to Canadians.

The feedback you provide will go a long way in informing the Government of the best path forward to improve services for EI claimants.

We look forward to hearing your views.

The Honourable Jean-Yves Duclos,
Minister of Families, Children and Social Development

The Honourable MaryAnn Mihychuk,
Minister of Employment, Workforce Development and Labour

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