Assistance and complaint mechanisms

Notes about this information

  • The Treasury Board’s policies take precedence over any information provided on this page. 
  • The information in this document is based on Compensation and Benefits Instructions (CBI) Chapter 208 and the Canadian Armed Forces Relocation Directive (CAFRD) (17 August 2023). 
  • Isolated Post or Isolated Unit postings often require a screening process not discussed in this document. As for related benefits, read CBI 11 - Isolated Post Instructions for more information.
  • Before making any decisions—including financial decisions—discuss your situation with your BGRS service provider for CAFRD moves or with your orderly room staff for CBI Chapter 208. 
  • BGRS does not have the authority for benefit eligibility for CAFRD moves. When in doubt, consult the relocation directive and appropriate relocation assistance resources.
  • This information will help you and your spouse or partner make informed choices. It does not cover all options that may be available to you as a CAF member or a military family member. 
  • Every member’s situation is unique. If there are exceptional reasons that prevent you from addressing your career concerns through regular channels such as time sensitivity, health, security, or financial concerns for you or your family, you can contact our office by telephone or in writing. In cases where compelling reasons exist, our office can ensure that all relevant parties know about your circumstances, and that the proper process is being followed to assist the appropriate authority in taking an informed decision.

COVID-19 continues to affect our constituents.

Stay informed by visiting the Defence Team – COVID-19 website for the latest information pertinent to both public service employees and military Defence team members.

If you are a CAF member being posted, you and your family should consult the following pages for information related to postings and to COVID-19:

CANFORGENS are available on the Defence Team Intranet or by downloading the CAF mobile application.

Contact information for questions

There are several contacts who can help with different aspects of your CAFRD relocation:

  • BGRS service provider
  • CAF Relocation Coordinator
  • Base/Wing Officer
  • Director Relocation Business Management

Review the Relocation Assistance Resources to learn about their roles. This page is accessible only through the Defence Team Intranet. If you are unable to access the Intranet, contact either your relocation coordinator, chain of command, or our office for assistance.

If your claim for relocation benefits was rejected or partially denied, review the claim status and BGRS notes explaining the decision. You can request more details by phoning, chatting online, or booking a planning session with a BGRS agent. Always ensure you have the reasons for the rejection or partial denial in writing.

Request for Director, Compensation and Benefits Administration (DCBA) review

You can submit an electronic “request for adjudication” to the Director Compensation Benefits Administration (DCBA) through your local relocation coordinator if you find yourself in at least one of the following three circumstances:

  • You have made actual and reasonable expenses because of exceptional circumstances or demands that the CAFRD does not seem to cover.
  • You require DCBA authority to receive a CAFRD benefit.
  • You do not agree with the application or the interpretation of the CAFRD by the contracted relocation service provider.

Before making any submission to the DCBA, you must demonstrate that you first requested reimbursement via BGRS and that this request was denied.

Review the CAFRD Section 1.3 Requests for DCBA review for details on the review process. You should also consult the “Relocation Management” tab of the “Benefits - Generic” page which is available only on the Defence Team Intranet. This tab will provide you with a copy of the adjudication request form, recourse checklist, relocation coordinator list, and other important documents.

Review the CAFRD Section 1.3 Requests for DCBA review for details on the review process. You should also consult the “Relocation Management” tab of the “Benefits - Generic” page which is available only on the Defence Team Intranet. This tab will provide you with a copy of the adjudication request form, recourse checklist, relocation coordinator list, and other important documents.

If you are unsatisfied with the adjudication decision and you can demonstrate your request was not processed in an impartial manner, you may file a grievance. Consult with a Conflict and Complaint Management Services (CCMS) Centre agent for support and guidance about the grievance process. Be aware that the grievance process is time sensitive and that this process may not correspond with the timeframe of your relocation. For more information, consult our web site’s Complaint mechanism and oversight page.

Every member’s situation is unique. If there are exceptional reasons that prevent you from addressing your career concerns through regular channels such as time sensitivity, health, security, or financial concerns for you or your family, you can contact our office by telephone or in writing. In cases where compelling reasons exist, our office can ensure that all relevant parties know about your circumstances, and that the proper process is being followed to assist the appropriate authority in taking an informed decision.

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