Client concern escalation process: Canadian Armed Forces

The goal of the Government of Canada Pension Centre is to ensure that members of the Canadian Armed Forces (CAF) pension plans, which are governed by the Canadian Forces Superannuation Act (CFSA), receive accurate and timely information concerning their pension benefits. The Pension Centre experts successfully respond 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 Government of Canada 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 the attention of management 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 three 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 Department of National Defence (DND), and Public Services and Procurement Canada (PSPC) are consulted to ensure full compliance with the Canadian Forces Superannuation Act (CFSA)

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 9500
Matane, QC G4W 0H3