MEMORANDUM
TO: Landlord and Tenant Board Stakeholders
FROM: Dawn Sullivan, Acting Associate Chair
Lynn Dicaire, Registrar
DATE: January 13, 2021
RE: Tribunals Ontario Portal – PIN issues
Last December, we launched our new digital case management system, the Tribunals Ontario Portal.
The launch went smoothly, and the system is working well. Since the launch we have received some feedback from users on how the experience can be improved. Some changes we made soon after launching, while other suggestions we are continuing to work through and consider. However, we would like to specifically address the following issue as a matter of priority.
We are aware that some applicants and their legal representatives have experienced issues related to their Personal Identification Number (PIN) and receipts that are generated once an application is submitted. Our team is working diligently to resolve the issues and we expect to have a solution in place soon.
In the meantime, if you are a representative who has filed on behalf of a client, we would encourage you to check with your client to see if they have received the receipt. If your client would like access to the portal, please ask them to email the LTB at LTB@ontario.ca with the words “request for a PIN” in the subject line, together with their name and file number in the body of the email. Clients may also contact the call centre during business hours.
As we have received questions regarding PINs, we would also like to provide a short recap on how the system works:
- PINs are intended to allow parties access to a file on the portal. PINs are assigned and belong to individual users and are intended as a form of authentication and to enable entry into the portal.
- Those who file an application directly through the Tribunals Ontario Portal do not need a PIN themselves, as the file will be automatically accessible under their account. A PIN is only necessary for other parties or any identified legal representatives associated with a file.
- Once an application is submitted, the respondent is notified and provided a unique PIN, which they can use to access the application filed on the portal. This notification is given by email, where an email address was provided at the time of filing, or by mail if there is no email address for the other parties.
- An individual PIN is only applicable to the party to whom it was assigned.
- The PIN is used to access a file for the first time. Once a user creates an account with a username and password, they will be able to link their files to their account with a file number and a PIN. Once the file is linked to the user’s account, they no longer require the PIN. For security reasons, a PIN will not work for other users wishing to access that file through the portal.
- It is recommended that when filing an application, parties should identify their legal representative and provide an email address. If they wish to add one subsequently, they can submit a request through the portal. In these cases, legal representatives will receive their own unique PIN to gain access to a particular file.
The issue we are experiencing right now only occurs when a legal representative has filed an application on behalf of their client. The PIN is being shared with the representative as opposed to the actual applicant. We appreciate this has caused some confusion, and as noted above, we are working on the issue and will let you know when it is resolved. In the meantime, please utilize the workarounds described above to enable your clients’ access.
Again, we appreciate your feedback. With any new system, some technical challenges are to be expected and any system fixes must be planned and executed properly. We are committed to continuous improvement and with your input and assistance, we intend to make this system “best in class”. We appreciate your patience during this time of change.
As always, if you have any questions, please contact us at LTB@ontario.ca.
Sincerely,
Dawn Sullivan Lynn Dicaire
Acting Associate Chair Registrar
