Client concern escalation process
The goal of the Government of Canada Pension Centre is to ensure that members of the public service pension plan, which is governed by the Public Service Superannuation Act (PSSA), receive accurate and timely information concerning their pension and benefits. The Pension Centre staff successfully responds to thousands of inquiries from active plan members each year. There are occasions, however, when a plan member may request a further review and/or clarification of an unfavourable decision.
The Pension Centre has an internal client concern escalation process, which ensures that if the employee responsible for the case cannot resolve a concern, it is automatically raised to the next level for consideration. This ensures that another staff member reviews every concern and that issues are raised to management's attention when requested or warranted. Where appropriate, management will intervene to expedite the processing of a case and, if necessary, advisory officers will be consulted to ensure the proper application of plan rules.
The steps below are followed, as warranted:
- The plan member's file and related documentation is automatically transferred to the next level of authority for consideration.
- The inquiry is raised to the attention of management.
- Policy and pension experts from the Treasury Board of Canada Secretariat (TBS) and Public Services and Procurement Canada (PSPC) are consulted to ensure full compliance of the public service pension plan policies and procedures.
Client concern escalation process image
Your concern will be handled and reviewed first by a Pension Expert and then by a Coach in Pension Operations at the Government of Canada Pension Centre. If the issue is not resolved at this level and your concern is a policy issue, your case will be referred to a Senior Advisory Officer at the Pension Centre. If your concern is a service issue, then your case will be referred to a Chief or Manager in Pension Operations at the Pension Centre. If your concern is not resolved at these levels, your case will then be escalated to the Director General of the Pension Centre, the Director General of Compensation Sector or the Assistant Deputy Minister of Accounting, Banking and Compensation, as required. In addition, the Pension Services Directorate (the Plan Administration), Treasury Board of Canada Secretariat or Legal Services may be consulted if necessary.
Should you have inquiries throughout any stage of this process, you may write to the Pension Centre at the following address:
Public Services and Procurement Canada
Government of Canada Pension Centre—Mail Facility
PO Box 8000
Matane, QC. G4W 4T6
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