The Office for Client Satisfaction

The Office for Client Satisfaction (OCS) is a neutral organization that receives, reviews and acts on suggestions, compliments and complaints regarding the delivery of service offered by Service Canada. The OCS is an essential part of Service Canada’s commitment to providing fair, open and transparent client service.

In the case of a complaint, the OCS is the place to contact if you have first tried to resolve your issue(s) with the responsible Service Canada representative, supervisor, or manager whenever possible.

The OCS ensures that your feedback and/or issue is dealt with in a fair, timely manner and is:

  • personally acknowledged within 24 hours of receipt;
  • given due diligence;
  • dealt with in a fair manner; and
  • addressed within 7 working days (in most cases).

The services offered by the OCS are free of charge and anyone can provide feedback as long as it is focused on programs or services delivered by Service Canada.

OCS Principles

The OCS is guided by three main principles:

  • Promptness
    We must strive to be prompt and efficient to gain and retain the confidence of Canadians.
  • Thorough and impartial review
    We review every detail of each case thoroughly and impartially to get a full understanding of the issue at hand.
  • Personalized attention
    We give each case the personal attention it deserves.

Our Process

Before contacting the Office for Client Satisfaction (OCS) with a complaint, you are encouraged to raise your concerns and try to resolve your issue(s) with the responsible Service Canada representative, supervisor or manager whenever possible. If you are still not satisfied with the result, you can bring your concern to the attention of the OCS.

Upon receipt of your complaint:

  • a case number will be assigned;
  • an OCS Enquiries Resolution Officer will call you within 24 hours to acknowledge receipt of your complaint; and
  • key aspects of the concern/complaint will be reviewed.

If more information is required, we will contact you.

The OCS (or a Service Canada authorized representative) will then contact you within 7 business days with a full report of our impartial review.

If the seven-day timeframe cannot be met, you will be notified and kept informed on a regular basis regarding the status of your case and when you can expect a full response.

The OCS uses the feedback it receives to regularly inform Service Canada about how it can improve services. Your suggestions, compliments or complaints have a direct influence on Service Canada's day-to-day operations.

Limitations to OCS Services

Before deciding to contact us, keep in mind some of our limitations. The OCS is not in a position to:

  • assist you with the reconsideration or appeals processes for decisions that relate to Employment Insurance, the Canada Pension Plan, or the Old Age Security;
  • speed up or influence in any way the application or payment process for a Service Canada program on your behalf;
  • assist you with or make enquiries on your behalf regarding any other process for programs or services offered by other federal government departments, or provincial or municipal governments. The OCS is strictly focused on programs and services delivered by Service Canada.

If your feedback is related to something mentioned above, please see Other Useful Links for suggestions on where to find more information.

Submit your Feedback

The Office for Client Satisfaction (OCS) accepts feedback in the form of suggestions, compliments or complaints related to Service Canada.

Privacy

Any information provided to the OCS is handled with the utmost confidentiality and will not affect the status of the person providing the feedback. The information provided to this office is managed and held in accordance with the Privacy Act and the Access to Information Act. The feedback is used to resolve client issues and is used anonymously in reports and recommendations made by the OCS to Service Canada on areas of service delivery improvement.

Contact Information

Telephone: 1-866-506-6806 (toll-free)
TTY: 1-866-506-6803 (toll-free)
Fax: 1-866-506-6802 (toll-free)
Mail: Office for Client Satisfaction
355 North River Road, Tower B
Floor 2, Mail Drop VB201
Ottawa ON  K1A 0L1