Service Charter

• Welcome to Service Canada
  
  
• Who We Are
  
  
• Our Commitment to You
  
  
• Our Promise to You
  
  
• How to Reach Us
  
  
• Help Us to Serve You Better
  
  
• The Service Canada Office of Client Satisfaction
  
  
• How to Reach the Office of Client Satisfaction
  
  
• Feedback Form
  
  
• Frequently Requested Government of Canada Contacts
  
  

The Government of Canada is committed to serving Canadians better and building a citizen-centred government.

Service Canada helps Canadians access the full range of government services and benefits they want and need. It improves the delivery of federal government services to citizens.

Service Canada provides:

• Easy access to government services and benefits;
• Choice in how you access these services; and
• Respectful and individual service.

This Service Charter describes our service commitment to Canadians. It explains what you can expect from us and how you can provide feedback on the quality of our service.

We are here to help you.

Belinda Stronach
Minister for Service Canada

Our goal is to provide Canadians with one-stop, easy-to-access, personalized service. Service Canada brings Government of Canada services and benefits together in a single service delivery network.

You can access services however you choose, by phone, Internet, mail or in person.

Service Canada has over 20,000 staff dedicated to serving Canadians. We have 320 centres in communities throughout the country; the national 1 800 O-Canada call centre; a range of on-line services offered through servicecanada.gc.ca; and outreach or mobile services.

Service Canada also works in collaboration with other federal departments and other levels of government to explore innovative and efficient ways to serve Canadians better.

As we evolve, we will listen to, anticipate and respond to the changing needs of Canadians.

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We help you by making it easy to access government services. We provide you with:

• Choice in how to contact us;
• Information that is easy to understand; and
• Service in the official language of your choice.

We offer you personalized service. We will:

• Explain the things you need to know and make clear what you need to do;
• Be helpful and respectful of your needs;
• Give you the service you need or guide you to others who can help you;
• Let you know when to expect a decision and, if you qualify for a financial benefit, when you will receive your first payment; and
• Acknowledge any mistakes we make and take corrective measures.

You have the right to:

• Fair and unbiased service;
• A clear explanation of our decisions;
• The review of any decision; and
• Security of private information.

Through the Service Canada network, Canadians can receive the help they need when they want, where they want and how they want:

• CALL
  1 800 O-Canada
  1 800 622-6232
  TTY 1 800 926-9105
• CLICK
  servicecanada.gc.ca
• VISIT
  Service Canada Centres

At Service Canada, you choose.

Call 1 800 O-Canada, 1 800 622-6232

One toll-free number offers you quick and easy access to all Government of Canada services.

Helpful, bilingual agents are available to provide timely and accurate information from 8 a.m. to 8 p.m. local time, Monday to Friday.

For questions about all Government of Canada services, including pensions and employment, social insurance numbers and passport applications, 1 800 O-Canada (1 800 622-6232) is ready to answer your call.

We also offer TTY, or teletypewriter service (a telecommunications device for the deaf and speech-impaired persons), at 1 800 926-9105.

A list of the frequently requested Government of Canada contacts is also provided at the end of this publication.

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Click servicecanada.gc.ca

At servicecanada.gc.ca, you can find information on topics for seniors, youth and families, apply for programs and benefits electronically, or find a list of Service Canada Centre locations near you. You can find information by subject, department or alphabetically. You decide!

It's fast and simple. Explore servicecanada.gc.ca and let us know what you think.

Over time, new and improved services designed to make accessing government easier and faster will become available.

Visit Service Canada Centres

We are happy to serve you in person at one of our many Service Canada Centres, through our outreach and mobile services, or through one of our community service partners.

For all of our services:

• Our staff will greet you in a friendly and respectful way;
• If you request an appointment, we will make the necessary arrangements;
• If you have an appointment, we will see you on time;
• If you do not have an appointment, we will see you as soon as possible.

Locations of our Service Canada Centres can be found at servicecanada.gc.ca or by calling 1 800 O-Canada (1 800 622-6232) or TTY 1 800 926-9105.

At Service Canada, we are always looking for ways to improve our service. We value and welcome your input.

We welcome any positive comments, but it is also important for us to know when you have a problem so we can resolve it.

We regularly ask people what they think of our service, through focus groups and satisfaction surveys. This information is used to improve our service and the way we are able to help you.

Anyone can give feedback. You can make it on behalf of yourself, an organization or someone you represent.

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The Service Canada Office of Client Satisfaction:

• Manages the Service Canada compliments and complaints service;
• Helps ensure that decisions are fair, open and transparent;
• Identifies areas for improvement in processes and procedures to make us more responsive and equitable.

The Office of Client Satisfaction will look at suggestions, compliments and complaints so we can improve our service to you.

Your feedback will be given careful attention and we will respond promptly and fully. Suggestions will be considered for implementation. Complaints will be investigated and resolved.

The Office of Client Satisfaction does not replace existing program reconsideration or appeal processes. It provides an additional means for citizens and partners to present suggestions, compliments or complaints to Service Canada.

You can reach us on-line at servicecanada.gc.ca, by phone at 1 800 O-Canada (1 800 622-6232) or TTY at 1 800 926-9105, or by completing the form attached to this leaflet.

We will acknowledge your feedback so you know we are dealing with it.

If you have made a complaint, we may need to ask you for more information to help us investigate promptly and fully.

The Office of Client Satisfaction will help you find the most appropriate way to deal with your concern.

Information you provide will be subject to the Privacy Act.

We will write to you, or e-mail you if preferred, with our response. We will give you reasons for any decision and inform you of any further action you may have to take.

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Service Canada would like to thank you for giving us the opportunity to improve our service

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