Long descriptions

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Satisfaction with CIRB service channels (in percentage %)
The following service channels may have applied during your interaction with the CIRB's Regional Office from your first contact until, but not including, the hearing. For each service channel, please indicate your satisfaction level.
  Dissatisfied Neutral Satisfied Not Applicable
In person with an Industrial relations officer / Regional Director 6 6 88 22
By telephone 7 6 87 6
By e-mail 6 10 84 20

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Satisfaction with CIRB regional office staff (in percentage %)
Thinking of the most recent activity, please rate the following factors:
  Dissatisfied Neutral Satisfied
Overall satisfaction with your most recent interaction with staff of the CIRB's Regional office 8 5 87
Service in the official language of your choice (English or French) 2 3 95
Officer was courteous 3 3 94
Availability and responsiveness of officer 5 4 90
Board officer communicated with parties in a timely manner 5 5 90
Timely issuance of acknowledgement letter and opening of file 5 4 90
Officer was knowledgeable 6 5 89
Accuracy of information provided by officer 5 7 88
Completeness of information provided by officer 6 6 88
Fair and impartial treatment by officer 9 7 84

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Suggestions for improvement in filing application/complaint
Please describe what the Canada Industrial Relations Board could have done better [OPEN] In percentage %
Did not feel it was taken seriously/dealt with appropriately 43
Biased, sided with companies/union 23
Should have been more information about process 18
Results/fix the problem, more resolution in their favour 16
Staff should be more knowledgeable, lack of expertise 9
Faster, more timely service and processing of files 7
Lack of English speaking skills, language/communication issues 7
No comment 7
Email/electronic filing system should be available 2
All decisions on grievances/files should be reported/recorded on website 2

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Perceived changes in quality of service
Thinking of all of your interactions with the staff of the Board, was your most recent experience: In percentage %
Better 14
Worse 5
About the same 81

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Participation in Board-sponsored mediation

The survey asked the following question: “In the period covered by this questionnaire (January 1, 2012 to December 21, 2013), did you participate in a mediation process conducted by a Board Industrial Relations Officer?” - 43% answered yes and 57% answered no.

If the response was yes, the survey asked: “[IF YES] Have you participated in more than one Board-sponsored mediation process?” - 64% answered yes and 36% answered no.

For those who answered yes, the survey went on to ask: “[IF YES] Was it mediation by telephone or mediation in-person?” - 86% answered mediation in person, 22% answered mediation by telephone and 2% answered other.

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Satisfaction with mediation process by medium (in percentage %)
Please respond to the following questions based on your most recent experience. Please indicate how satisfied you were with the way in which the mediation was conducted?
  Dissatisfied Neutral Satisfied
Mediation by telephone 6 9 85
Mediation in person 6 9 85
Combination 9 9 82
Other 25 13 63

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Satisfaction with CIRB mediation process (in percentage %)
As a participant in the CIRB's mediation process, please indicate how satisfied you were with the CIRB's performance in the following areas:
  Dissatisfied Neutral Satisfied Not Applicable
Overall, how satisfied were you with the CIRB's mediation assistance? 6 10 84 1
Service offered in official language of choice 1 1 98 5
Availability of services / mediator 1 6 93 --
Timeliness of services 4 5 91 1
Knowledge and expertise of officer 3 5 91 1
Suitability of venue 3 7 90 7
Process was fair and impartial 5 10 84 --
Ability of officer to manage difficult situations 7 11 82 2

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Satisfaction with intervention by Board members (in percentage %)
In some cases, members of the panel hearing a matter may be involved in mediation with the parties at the hearing. Please indicate how satisfied you were with the effectiveness of the intervention by Board members.
  Dissatisfied Neutral Satisfied Not Applicable
Overall, how satisfied were you with the effectiveness of the CIRB's mediation assistance? 8 8 84 25
Service in official language of choice 1 5 95 29
Knowledge and expertise of members 6 8 87 25
Ability to manage difficult situations 7 9 84 25
Process perceived as fair and impartial 7 9 84 24

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Involvement with representation vote process

The survey asked the following question: “In the period covered by this questionnaire (January 1, 2012 to December 21, 2013), were you a party to an application for certification or revocation of a certification that involved a representation vote conducted by the Board?” - 23% answered yes and 77% answered no.

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Satisfaction with representation vote process (in percentage %)
[IF YES] Please indicate how satisfied you were with the process for the conduct of the representation vote:
  Dissatisfied Neutral Satisfied Not Applicable
Overall, how satisfied were you with the process for the conduct of the representation vote? 10 10 80 8
The process was clearly communicated 5 6 89 5
The vote was held in a timely manner 11 7 82 9

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Participation in case management meetings

The survey asked the following question: “In the period covered by this questionnaire (January 1, 2012 to December 21, 2013), did you participate in a case management meeting or teleconference before the CIRB?” - 34% answered yes and 66% answered no.

If the response was yes, the survey asked: “[IF YES] Please indicate the number of case management meetings (CMT) in which you were involved:” - 33% were involved in 1, 25% were involved in 2, 18% were involved in 3, 10% were involved in 4 and 13% were involved in 5 or more.

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Satisfaction with case management process (in percentage %)
Please indicate how satisfied you were with the following aspects of the case management process:
  Dissatisfied Neutral Satisfied Not Applicable
Overall, how satisfied were you with the case management process? 5 6 89 N/A
Respect for the official language selected by the parties (English or French) 0 4 96 20
Timeliness of case management meeting/teleconference 2 7 91 --
Opportunity to present your case 6 5 89 3
Process was fair and transparent 7 7 85 --
Handling of requests for Adjournments 7 11 82 32
Availability of simultaneous translation services when requested in advance 0 25 75 72

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Participation in expedited process

The survey asked the following question: “Section 14 of the Canada Industrial Relations Board Regulations, 2012 provides that certain matters may be dealt with in an expedited manner. During the period under review, did you participate in a matter that falls under the Expedited Process?” - 13% answered yes and 87% answered no.

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Satisfaction with expedited process (in percentage %)
Please indicate how satisfied you were with the following aspects of the Expedited Process:
  Dissatisfied Neutral Satisfied Not Applicable
Overall, how satisfied were you with the manner in which your case was processed under the expedited process? 14 7 79 4
Decision issued in a timely manner 9 3 88 15
Timeliness of hearing 11 2 87 19
Opportunity to present your case 10 6 85 5

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Participation in CIRB oral hearings

The survey asked the following question: “In the period covered by this questionnaire (January 1, 2012 to December 21, 2013), did you participate in an oral hearing before the CIRB?” - 27% answered yes and 73% answered no.

If the response was yes, the survey asked: “[IF YES] Please indicate the number of oral hearings in which you were involved:” - 42% were involved in 1, 23% were involved in 2, 13% were involved in 3, 8% were involved in 4 and 13% were involved in 5 or more.

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Satisfaction with CIRB oral hearings process (in percentage %)
Thinking of the most recent oral hearing in which you were involved, please indicate how satisfied you were with the following aspects of the hearing process:
  Dissatisfied Neutral Satisfied Not Applicable
Overall, how satisfied were you with the hearing process? 4 5 91 --
Suitability of hearing rooms 1 2 97 3
Respect for the official language selected by the parties (English or French) 0 4 96 13
Accessibility of hearing sites 1 5 94 4
Opportunity to present your case 3 7 91 1
Process was fair and transparent 5 7 88 1
Handling of requests for adjournments 4 11 85 25
Timeliness of hearing (scheduling) 10 9 81 --
Availability of simultaneous translation services when requested in advance 0 19 81 54

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Involvement in matters decided without oral hearings

The survey asked the following question: “The Board can decide any matter before it without holding an oral hearing. In the period covered by this questionnaire (January 1, 2012 to December 21, 2013), were you involved in a matter that was decided without an oral hearing?” - 53% answered yes and 47% answered no.

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Satisfaction with processing of matters decided without oral hearing (in percentage %)
Please indicate how satisfied you were with the processing of a matter decided without holding an oral hearing:
  Dissatisfied Neutral Satisfied Not Applicable
Overall, how satisfied were you with this process? 19 7 74 --
Opportunity to present your case 17 4 79 1
Decision issued in a timely manner 13 9 78 1
Procedural fairness 19 6 75 --

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Suggestion for improvement to process
Please describe the aspects of the oral hearing process that you believe could be improved [OPEN] In percentage %
Too quick to make decisions/dismissal 34
Oral hearings is the way to ensure procedural fairness 21
Should communicate, provide information/guidance 14
Decisions seem biased/not impartial 13
Process/procedure was lacking fairness 9
They should do their jobs, uphold their intention/objectives 7
Waste of time/tax payer's money 5
No comment 25

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Satisfaction with CIRB decisions (in percentage %)
The next set of questions deal with CIRB decisions. Please indicate how satisfied you were with the following:
  Dissatisfied Neutral Satisfied Not Applicable
Clarify of the decision(s) 13 8 80 12
Consistency with jurisprudence 12 12 76 14
Decision(s) issued in a timely manner 16 11 73 11

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Use of CIRB website

The survey asked the following questions: “In the period covered by this questionnaire (January 1, 2012 to December 21, 2013), did you visit the Board's website at www.cirb-ccri.gc.ca?” - 60% answered yes and 40% answered no.

“Please specify approximately how often you visited the website:” - 26% answered rarely, 53% answered occasionally and 21% answered frequently.

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First exposure to CIRB website
How did you first learn about the site? In percentage %
Known of it for some time 45
Through a general-purpose search engine such as Google or Yahoo 35
Referred by a colleague or a friend 11
Referred by a CIRB representative 11
The address was printed on a CIRB publication 10
By following a link from another government website 7
Through a government search engine 4
Other (please specify) 2

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Purpose of visit to CIRB website
What information were you looking for on the site? In percentage %
Searched for decisions 62
Searched for the legislation and/or regulations 59
Searched for information on process and procedures 57
Searched for information about the CIRB 44
Searched for a Certification Order 27
Subscribed to receive electronic notification when decisions are issued 14
Consulted publications such as the Departmental Performance Report or CIRB Newslink 10
Searched for the Status of the Artist Act Certification Registry 9
Contact information 5
Forms, applications 3
Other (please specify) 1

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Information not found on website
The survey asked the following questions: “Did you find the information you were looking for on the website?” [OPEN] - 81% answered yes and 19% answered no.
IF NO, please specify what you were looking for? In percentage %
Certain decisions/certification/accreditations not available 5
Contact information: address, phone numbers, emails, names 5
Procedures, process, how to file, timelines 3
Website/search engine is not user friendly, difficult to navigate/find info 2
Only got some of the answers/info they needed, only partially 2
Regulations, legislation 1
DK/NR 1

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Overall satisfaction with CIRB website
Overall, how satisfied were you with the CIRB website? In percentage %
Dissatisfied 7
Neutral 19
Satisfied 74

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Satisfaction with CIRB website (in percentage %)
Please indicate your level of agreement with the following statements:
  Dissatisfied Neutral Satisfied Not Applicable
The website was easy to find 4 8 89 1
The information was accurate 4 11 85 2
The information is up-to-date 6 16 78 4
The information is easily understood 11 14 75 1
The information is complete 11 20 70 2
I easily found what I was looking for on the website 22 21 56 1

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Concerns about website
If you selected “Disagree” or “Strongly Disagree” in any of the previous statements, please indicate why: [OPEN] In percentage %
Web site/search engine is not user friendly, difficult to navigate/find info 33
Information was incomplete/vague, difficult to understand the information 29
Certain decisions/certification/accreditations not available 14
Procedures, process, how to file, timelines was vague, does not truly reflect procedure 8
Contact information: address, phone numbers, emails, names was missing 4
No comment 20

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Overall satisfaction with service received from CIRB
Please indicate your overall satisfaction with the service(s) you received from the CIRB in the period covered by this questionnaire (January 1, 2012 to December 21, 2013). In percentage %
Dissatisfied 9
Neutral 6
Satisfied 84

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Recommendations for improvement
What improvements can the CIRB implement to make its services more helpful to labour-management relations? [OPEN] In percentage %
Timeliness of process/procedures onerous, simplify, less delays 8
Provide information/keep them informed throughout process 6
Website improved/e-mail/online presence 5
Timeliness of decision process, quicker decision process 5
Ensure members remain neutral/imparatial/not side with corporations/unions 4
Education/awareness in general to the public/employers/employees 3
More transparent decision making/provide reasons/decisions available online 3
More knowledgeale staff/officers, need to be better trained 3
Scheduling of hearing should be improved, delays of hearing/rescheduling 2
Increase staff/resources/offices in each province/territory to improve presence/time delays/workload 2
Help/support/legal counsel 2
Should be more diligent with evidence/investigation 2
Listen, be more open, each case based on its own merit 2
Enforce laws/regulations/legal precedent upheld 2
Other 3
No recommendation 59
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