About

Client Services

 We are committed to providing fair, caring and quality service that meets and often exceeds our clients’ expectations.

If you have a question, we will respond within these timelines:

• Phone messages and emails: within two business days of receipt
• Emails or letters that require a detailed response: within 10 business days of receipt

In some cases, it may take longer. These timelines apply 90 per cent of the time under normal conditions.

If you feel we were not respectful, courteous, timely and honest in how we delivered services to you, please call us at 1.800.563.9000 and ask to speak to the Team Lead or Manager about your concerns. If they cannot resolve your concerns, then ask to escalate to the Director, then Vice President. 

If you are not satisfied with a decision made on your claim or account, you may request a review of the decision. 

In addition to these processes, further help is also available from independent worker advisors, employer advisors or the provincial ombudsman Office of the Citizen’s Representative.