Office for Client Satisfaction

COVID-19

Due to the coronavirus disease (COVID-19), feedback and complaints can only be submitted by using the online form, by telephone or by fax. Other contact options are temporarily unavailable.

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

In order to act as a neutral organization, the OCS does not have access to client files. Clients should first try to resolve their issue(s) with the responsible Service Canada program before contacting the OCS.

The OCS ensures that your concern is:

  • acknowledged within 1 working day
  • given proper attention, and
  • treated fairly

OCS principles

The OCS follows 3 guiding principles:

Promptness
We strive to be prompt and efficient to gain and retain the confidence of Canadians.
Thorough and impartial review
We review the details 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.

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 Program
  • 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.

Submit your feedback

The Office for Client Satisfaction (OCS) accepts feedback related to Service Canada.

Feedback and complaints received are monitored Monday to Friday between 8:00 am and 4:00 pm, Eastern standard time.

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 for service delivery improvement.

Contact us

Telephone: 1-866-506-6806 (toll-free)
TTY: 1-866-506-6803 (toll-free)
Fax: 1-866-506-6802 (toll-free)

Office for Client Satisfaction
140 Promenade du Portage
Floor 3 Mail Drop 318
Gatineau QC  K1A 0J9

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