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, policy and legislation officers will be consulted to ensure the proper application of plan rules.

The steps below are followed, as warranted:

1. The plan member's file and related documentation is automatically transferred to the next level of authority for consideration.
2. The inquiry is raised to the attention of management.
3. Policy and pension experts from the Treasury Board of Canada Secretariat (TBS) and Public Works and Government Services Canada (PWGSC) are consulted to ensure full compliance of the public service pension plan policies and procedures.

Should you have inquiries throughout any stage of this process, you may write to the Pension Centre at the following address:

Public Works and Government Services Canada
Government of Canada Pension Centre – Mail Facility
PO Box 8000
Matane, QC. G4W 4T6