With regard to the need for in‑person hearings, to give you an overview, the MASSE member groups have been representing unemployed workers who have wanted to challenge decisions of the Social Security Tribunal for several years. One of their findings, which is difficult to quantify, is the fact that hearings that are held virtually or by telephone have an impact on the unemployed person's understanding of their situation or on the empathy they may have for them. Understanding their limitations in literacy, language or use of technology has a significant impact, not on judgment, but on assessing their credibility. In many cases, in making a decision, the Social Security Tribunal will ask itself whether the person made a reasonable choice.
On May 24th, 2022. See this statement in context.