Safety, Licensing Appeals and Standards Tribunals Ontario

Adjudicative Tribunals Accountability, Governance and Appointments Act, 2009

Service Standards Policy


The purpose of the Adjudicative Tribunals Accountability, Governance and Appointments Act, 2009 (“ATAGAA”) is to ensure that adjudicative tribunals are accountable, transparent and efficient in their operations, while remaining independent in their decision-making.

The Safety, Licensing Appeals and Standards Tribunals Ontario (“SLASTO”) have developed documents to meet the legislative requirements of the ATAGAA.

Section 5 of the ATAGAA requires that every adjudicative tribunal shall develop a service standard policy.  The policy must contain, among other things, a statement of the standards of service that the tribunal intends to provide. This policy sets out SLASTO’s service standards.

Services Framework

·         Memorandum of Understanding

·         Business Plan

·         Service Standards

SLASTO’s commitment to service standards is guided by the Memorandum of Understanding (MOU) between the Attorney General (AG) and the Executive Chair (EC). The MOU establishes the accountabilities of AG, EC, Deputy Attorney General, and Executive Lead, and the expectations for the operational, administrative, financial, auditing and reporting arrangements.

Further to the MOU, SLASTO will establish regular Business Plans that confirm its mandate, strategic directions, priorities, timelines, service level commitments, and establish unique performance measures and any legislated requirements for each priority identified.

Together, the MOU and Business Plan identify specific service standard objectives to further improve on the following commitments:

·         Representation of the diversity of the public of Ontario, by increasing the diversity of Members’ backgrounds, geography and experience.

·         Providing fair, accountable and accessible services with integrity by operating in accordance with the Human Rights Code, R.S.O., 1990 and with SLASTO policies including the Accessibility Policy.

·         Establishing specific service timelines when required by legislation.

Service Standard Practices

SLASTO has established the following practices in order to implement its Service Standards:

a)            Rules of Practice, Policies, and Procedures

The constituent tribunals of SLASTO have developed Rules of Practice, policies and/or procedures that set out the processes each tribunal follows in carrying out its mandate. For this information, refer to the SLASTO website:, or contact the Office of the Executive Chair, SLASTO.

b)         Privacy

SLASTO will establish a Privacy Policy to maintain the transparency of the administrative justice process while protecting the privacy of information before its tribunals.

c)         Good Judgment

The development of practices and procedures to support this Service Standards Policy will not replace the good judgment of Members and staff required to deal with each matter on its own merits.  It is expected that good judgment will be exercised in the handling of each matter before the tribunals and in dealing with the parties involved.

d)         Making Complaints

SLASTO is governed by a Public Complaints Policy, which is appended to this document.  This Public Complaints Policy articulates how complaints may be made to SLASTO (in writing),  how the complaint will be processed, and differentiates between complaints against staff and those against Members, Vice Chairs, Associate Chairs, the Alternate Executive Chair, the Executive Lead and the Executive Chair.  The Policy also deals with general complaints about SLASTO’s Policies and Procedures.  The Public Complaints Policy further commits to timeliness and confidentiality.

Nothing in this Policy shall be interpreted as affecting, where applicable:

a)    a process or remedy available under the Ombudsman Act;

b)    a right of appeal from decisions of the tribunals available under any Act; or

c)    a right to bring an application for judicial review.

Alternative Formats

This Policy is available in various accessible formats including Braille, audio tape and large print. For alternative format or a paper copy, please contact the Office of the Executive Chair, SLASTO.


This policy will be reviewed every 3 years along with the other documentation required by ATAGAA.

This Policy was adopted by the Executive Chair, Linda P. Lamoureux, on March 31, 2014.

Contact Information


Office of the Executive Chair

Safety, Licensing Appeals and Standards Tribunals Ontario

250 Dundas Street West, 4th Floor, Suite 401

Toronto ON M5T 2Z5

Phone: 416-327-6500

Toll free: 1-844-242-0608

TTY: 416-916-0162

TTY Toll Free: 1-844-650-2819


This document is available on SLASTO’s website:

If you have any questions about this document or would prefer it in an alternative format, please contact the Office of the Executive Chair, SLASTO.