There are a number of changes that have already been made by the SST to make it more client-centric, including the plain language used in communications on the website. The biggest one is case navigators, who are employees of the SST and the administrative tribunals support service, ATSSC, who actually assist clients through the process, answering their questions and letting them know how it goes.
The tribunal currently, for the most part, allows the choice of form of hearing for appellants. Following this legislation, if passed, we are going to be introducing a regulation to ensure that the choice of form of hearing remains with appellants, whether it's in person, video conference, teleconference or on paper.