Complaint Escalation Process - SBBP - Detailed description

A plan member or survivor resubmits an inquiry for further review and/or clarification of an unfavourable decision:

Service Issue

1. The complaint is sent to the Pension Entitlement Officer, Program Service Delivery, Public Service Pension Centre (PSPC).
2. If complaint cannot be resolved at this level, the complaint will be forwarded to the Mentor or Team Leader, Program Service Delivery, PSPC.
3. The Mentor or Team Leader, Program Service Delivery PSPC reviews the file and, if the complaint cannot be addressed at this level, the issue is escalated to the Chief or Manager of Program Service Delivery, PSPC.
4. The Chief or Manager of Program Service Delivery, PSPC reviews the file, makes a decision and closes the file.

Policy Issue (legal issue other than PSSA)

1. The complaint is sent to the Pension Entitlement Officer, Program Service Delivery, PSPC.
2. Pension Entitlement Officer, Program Service Delivery, PSPC reviews the file, and if the issue cannot be resolved at this level, the file is referred to the Mentor or Team Leader, Program Service Delivery, PSPC.
3. The Mentor or Team Leader, Program Service Delivery PSPC reviews the file and, if the complaint cannot be addressed at this level, the issue is escalated to the Officer or Senior Officer of Policy and Advisory Services PSPC.
4. If the policy issues cannot be resolved at this level, the Officer or Senior Officer of Policy and Advisory Services, PSPC will refer the case to Legal Services.
5. Legal Services reviews the file and sends it to the Director General, PSPC.
6. The Director General, PSPC reviews the file and if the complaint cannot be resolved at this level, the policy issue is referred to the Director General, Compensation Sector.
7. Director General, Compensation Sector reviews the file and if the policy issues cannot be resolved at this level, it is referred to the Assistant Deputy Minister, Accounting, Banking and Compensation for major plan administration decisions.

Policy Issue (PSSA policy and legal issues)

1. The complaint is sent to the Pension Entitlement Officer, Program Service Delivery, PSPC.
2. Pension Entitlement Officer, Program Service Delivery, PSPC reviews the file, and if the issue cannot be resolved at this level, the file is referred to the Mentor or Team Leader, Program Service Delivery, PSPC.
3. The Mentor or Team Leader, Program Service Delivery PSPC reviews the file and, if the complaint cannot be addressed at this level, the issue is escalated to the Officer or Senior Officer of Policy and Advisory Services PSPC.
4. If the policy issues cannot be resolved at this level, the Officer or Senior Officer of Policy and Advisory Services, PSPC will refer the case to the Treasury Board Secretariat.
5. Treasury Board Secretariat reviews the file and sends it to the Director General, PSPC.
6. The Director General, PSPC reviews the file and, if it cannot be resolved at this level, the issue is referred to the Director General, Compensation Sector.
7. The Director General, Compensation Sector reviews the file, and if it cannot be resolved at this level, the issue is referred to the Assistant Deputy Minister, Accounting, Banking and Compensation for major plan administration decisions.

Policy Issue (Plan administration direction)

1. The complaint is sent to the Pension Entitlement Officer, Program Service Delivery, PSPC.
2. Pension Entitlement Officer, Program Service Delivery, PSPC reviews the file, and if the issue cannot be resolved at this level, the file is referred to the Mentor or Team Leader, Program Service Delivery, PSPC.
3. The Mentor or Team Leader Program Service Delivery PSPC reviews the file and, if it cannot be resolved at this level, the issue is referred to the Officer or Senior Officer of Policy and Advisory Services PSPC.
4. The Officer or Senior Officer of Policy and Advisory Services PSPC for policy issues reviews the file and, if it cannot be resolved at this level, the issue is escalated to Pension Services Directorate.
5. Pension Services Directorate reviews the file and, if the complaint cannot be resolved at this level, the case is referred to the Director General, PSPC.
6. The Director General, PSPC reviews the file and, if it cannot be resolved at this level, the issue is referred to the Director General, Compensation Sector.
7. The Director General, Compensation Sector reviews the file, and if it cannot be resolved at this level, the issue is referred to the Assistant Deputy Minister, Accounting, Banking and Compensation for major plan administration decisions.

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