Frequently Asked Questions

What is 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 pertaining to the service delivery of Service Canada benefits and services. The OCS ensures that any feedback received is given due diligence and works to resolve any issues brought to its attention. The feedback received will inform the ongoing communication and insight that the OCS provides to Service Canada, contributing to improvements in the delivery of benefits and services.

What does the OCS do?

The OCS provides a central source for its clients to provide feedback in the form of suggestions, compliments and complaints. The OCS confirms receipt of all feedback within 24 hours and replies and/or resolves the issue within 7 working days.

How can the OCS help?

The OCS is an essential tool for Canadians because it allows them to provide feedback which will have a direct impact on the way in which Service Canada benefits and services are delivered. When the OCS receives feedback from clients, it will bring a "fresh set of eyes" to the issue with the intention of ensuring that Service Canada lives up to its commitment to fair, open and transparent decision-making.

Who can provide feedback?

Anyone is allowed to provide feedback to the OCS as long as it pertains to the service delivery of Service Canada benefits and services.

Does it cost anything to provide feedback?

Feedback brought forward to the OCS can be made at no cost to the client.

What happens to the feedback I provide to the OCS?

Any information provided to the OCS is handled with the utmost confidentiality and will have no bearing on the status of the person providing the feedback. Clients can be assured that the information they provide to this office is managed and held in accordance with the Privacy and Access to Information Acts. The feedback will be used to resolve client issues and will inform reports and recommendations made by the OCS to Service Canada on areas of service delivery improvement.

How do I provide feedback to the OCS?

Feedback can be provided to the OCS through a number of established channels:

Telephone:
1-866-506-6806 (toll-free line)

TTY:
1-866-506-6803 (toll-free line)

Fax:
1-866-506-6802 (toll-free line)

Mail:
Feedback Form
Office for Client Satisfaction
355 North River Road, Place Vanier Tower B
Floor 2, Mail Drop VB201
Ottawa ON K1A 0L1

Online:
Complete our online feedback form.

Can the OCS overturn a decision?

The OCS does not replace internal redress mechanisms, review or overturn decisions made under legislative authority, but may review service related issues to ensure individuals are treated fairly. The OCS has the capacity to resolve frontline issues brought to its attention by working with all the relevant stakeholders and dealing with the situation accordingly. The OCS can initiate the proper action to be taken to resolve feedback concerns, while continuously suggesting improvements to Service Canada service delivery.

What can I expect from the OCS?

When contacting the OCS you can expect to have your suggestion, compliment or complaint dealt with in a fair and timely fashion. The OCS acknowledges receipt of feedback within 24 hours and will close the file with the client within 7 working days. Where the seven-day timeframe cannot be met, clients will be notified and kept informed on a regular basis regarding the status of their feedback and when they can expect a full response.

When do I contact the OCS?

If you have exhausted all available avenues for redress provided by Service Canada at the local level and want to ensure that your feedback receives due consideration and impacts the way in which Service Canada services and benefits are delivered, contact the OCS.