Office for Client Satisfaction
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What is the Office for Client Satisfaction?
The Office for Client Satisfaction (OCS) is a neutral organization that receives, reviews, and acts on client feedback about the quality of service received from Service Canada. The OCS is an essential part of Service Canada's commitment to service excellence and was established to improve Canadians' trust in the Government of Canada.
At the OCS, we are proud of our ability to offer prompt service, thorough and impartial reviews, and personalized attention. In doing so, we allow Service Canada clients to provide feedback on the quality of service they receive.
When should you contact us?
You should contact the OCS when you have a complaint about Service Canada that connot be resolved at the local level, a suggestion on how Service Canada could improve its service, or some positive feedback.
Before making an enquiry, ask yourself the following questions:
- Is my feedback related to a Service Canada program or service? (For example, the following are not Service Canada related: feedback about Citizenship and Immigration, the Canada Revenue Agency, provincial government, or Parliament.)
- In the event of a complaint, have I first tried to resolve the issue with the responsible Service Canada authorities, managers or supervisors?
If you answered "yes" to both of these questions, then it is time to contact the OCS.
What can we do for you?
The OCS will:
- acknowledge receipt of your feedback within 24 hours and reply within seven working days of speaking with you to update you on the status of your case;
- ensure privacy is fully protected and respected; and,
- conduct a fact-finding exercise to ensure the appropriate actions were taken to resolve an issue and to enquire about any corrective measures, if applicable.
However, the OCS cannot:
- review or overturn decisions made under legislative authority or decisions made by appeal boards or tribunals (for example, the Board of Referees, the Office of the Umpire, the Office of the Commissioner of Review Tribunals, or the Pension Appeals Board).
Your Comments Matter
At the OCS, we appreciate receiving your feeback, since it:
- helps us measure Service Canada's success in living up to its commitment to provide fair, open and transparent client service; and,
- contributes to improving how Service Canada delivers benefits and services to Canadians.
How can you reach us?
You can contact the Office for Client Satisfaction by phone, by teletypewriter (TTY), by fax, by mail, or by completing our online feedback form.
- Click
- servicecanada.gc.ca
- Call
- 1-866-506-6806
TTY: 1-866-506-6803
Fax: 1-866-506-6802 - Office for Client Satisfaction
355 North River Road
Place Vanier, Tower B
Mail Drop VB201
Ottawa ON K1A 0L1