How to Contact Service Canada: Phone Numbers, Hours and Online Help

Service Canada provides access to federal programs and services including Employment Insurance, the Canada Pension Plan, Old Age Security, the Guaranteed Income Supplement, Social Insurance Numbers and several other government benefits.

The correct way to contact Service Canada depends on the program involved and whether you need general information, help with an existing application, an account update or in-person assistance.

What Is Service Canada?

Service Canada is the federal service delivery organization that helps individuals access many Government of Canada programs and services.

Programs commonly associated with Service Canada include:

• Employment Insurance benefits and leave.
• Canada Pension Plan retirement benefits.
• Canada Pension Plan disability benefits.
• Old Age Security.
• Guaranteed Income Supplement.
• Canada Disability Benefit.
• Canadian Dental Care Plan.
• Social Insurance Number services.
• Passports and certain travel document services.
• Apprenticeship and student financial assistance programs.
• Records of Employment and employer services.

Service Canada and the Canada Revenue Agency are separate organizations. Service Canada generally handles employment, pension and identification programs, while the CRA administers taxes, tax refunds and benefits such as the Canada Child Benefit.

Service Canada Contact Numbers

Call centres are normally closed on Saturdays, Sundays and public holidays. Automated telephone services may remain available outside officer hours for certain programs.

Telephone numbers and hours can change. Confirm the current information on Canada.ca before calling.

When to Call 1-800 O-Canada

Call 1-800 O-Canada at 1-800-622-6232 when you need general information or do not know which department is responsible for your question.

The service can help you:

• Identify the correct federal program or department.
• Find official application information.
• Locate an appropriate Service Canada office.
• Understand where to obtain government forms.
• Find the correct specialized call centre.
• Locate accessible government services.

The general information line does not necessarily have access to the details of an EI, CPP or OAS claim. Questions about a specific application should normally be directed to the program’s specialized telephone service.

How to Contact Employment Insurance

For questions about an Employment Insurance application or claim, call the EI Telephone Information Service at 1-800-206-7218.

An EI representative may help with questions about:

• The status of an EI application.
• Missing or delayed EI payments.
• Biweekly claimant reports.
• Records of Employment.
• Mistakes made on an EI report.
• Changes in work, income or availability.
• Maternity, parental, sickness and caregiving benefits.
• Direct deposit or contact information.
• Requests for additional documents.
• Decisions and reconsideration procedures.

Officers are generally available Monday to Friday from 8:30 a.m. to 4:30 p.m. local time, excluding public holidays.

You can review many claim details, payment records and Records of Employment through My Service Canada Account before calling.

How to Contact CPP, OAS and GIS

Call 1-800-277-9914 for questions about:

• Canada Pension Plan retirement pensions.
• Canada Pension Plan disability benefits.
• CPP survivor benefits.
• CPP death benefits.
• CPP children’s benefits.
• Old Age Security pensions.
• Guaranteed Income Supplement payments.
• The Allowance or Allowance for the Survivor.
• Pension applications and payment information.
• Tax slips issued for federal pension benefits.

Operators are generally available Monday to Friday from 8:30 a.m. to 4:30 p.m. local time. The automated telephone service may be available 24 hours a day, seven days a week.

If you are calling from outside Canada and the United States about CPP or OAS, the official international number is 1-613-957-1954, which may be called collect. It operates according to Eastern Time.

Can You Ask Service Canada to Call You?

Yes. The eServiceCanada Service Request Form allows you to request a telephone call from a Service Canada representative.

The government states that a representative should normally call within two business days after the form is submitted.

The callback service supports questions involving programs such as:

• Employment Insurance.
• Canada Pension Plan.
• Canada Pension Plan disability benefits.
• Old Age Security.
• Guaranteed Income Supplement.
• Social Insurance Numbers.
• Canada Disability Benefit.
• Canadian Dental Care Plan.
• Certain employer and grant services.

If the issue cannot be resolved by telephone, the representative may offer an appointment at a Service Canada Centre.

What to Expect From a Service Canada Callback

The representative may call from a private, blocked or unfamiliar telephone number.

To protect yourself:

• Keep a record of the date you submitted the request.
• Do not disclose passwords or complete authentication codes.
• Ask which program the representative is calling about.
• Do not send money, gift cards or cryptocurrency.
• End the call and contact the official program number if you are uncertain.

A genuine Service Canada representative may ask questions to verify your identity before discussing a personal file. However, they should not ask for your My Service Canada Account password or online banking password.

How to Visit a Service Canada Centre

Service Canada Centres provide in-person help for many federal programs.

1. Open the official Service Canada office finder.
2. Enter your city, province or postal code.
3. Select the service you require.
4. Review the office address and opening hours.
5. Check whether the location accepts walk-ins or requires an appointment.
6. Confirm which documents and identification you need.
7. Complete relevant application forms before arriving when possible.

Services vary by location. A centre that handles SIN or benefit inquiries may not offer the same passport services as a specialized passport office.

Do You Need an Appointment?

Appointment requirements depend on the office and service.

Some locations accept walk-in visitors, while others operate primarily or exclusively by appointment. Demand and availability can also vary between offices.

Before visiting:

• Check the office’s current service information.
• Book an appointment if one is required or available.
• Complete the relevant application forms.
• Gather original supporting documents.
• Keep your appointment confirmation number.
• Arrive close to the scheduled time.

If no appointment is available, the office finder will indicate whether walk-in service is possible.

What Should You Bring to Service Canada?

The required documents depend on your request, but you may need:

• Your Social Insurance Number.
• A valid government-issued photo identification document.
• Your application or reference number.
• Letters received from Service Canada.
• Completed application forms.
• Supporting identity or immigration documents.
• Banking information for direct deposit requests.
• Employment records or Records of Employment.
• Medical documentation for a disability-related application.
• Documents showing legal authority to act for another person.

Do not carry unnecessary original documents. Review the official requirements for the specific program before your visit.

How to Use My Service Canada Account

My Service Canada Account, commonly called MSCA, is the federal online portal for viewing and managing information related to several Service Canada programs.

Depending on the services connected to your account, you may be able to:

• Review an Employment Insurance claim.
• View EI payments and Records of Employment.
• Access CPP and OAS information.
• Review pension payment details.
• View or print certain tax slips.
• Check Canada Disability Benefit information.
• Access Canadian Dental Care Plan services.
• Review Social Insurance Number information.
• Update certain personal or banking details when the option is available.

Not every change can be completed online. Service Canada currently directs individuals to use a callback, call centre or in-person assistance for certain updates involving EI, CPP and the Canada Disability Benefit.

What Information Should You Prepare Before Calling?

Preparing the relevant information can make the call faster and reduce the chance that you will need to contact Service Canada again.

Depending on the program, prepare:

• Your Social Insurance Number.
• Your complete legal name and date of birth.
• Your address and postal code.
• Your application or claim number.
• The date you submitted the application.
• Any letter or reference number received.
• The dates and amounts of missing payments.
• Details of a recent change in employment, income or marital status.
• Information about the specific question or error.

Service Canada must verify your identity before discussing personal information. Having the relevant documents nearby can prevent delays.

Can Someone Call Service Canada for You?

Service Canada generally cannot discuss a personal file with another person unless the individual has appropriate authorization.

A family member, caregiver, accountant or other representative may need:

• Your consent.
• A completed authorization form.
• Proof of legal representation.
• Documents showing power of attorney, guardianship or estate authority.

Simply giving another person your SIN does not authorize Service Canada to disclose your personal information.

Never give another person your My Service Canada Account password or authentication codes.

How to Contact Service Canada From Outside Canada

The correct international number depends on the program and the country from which you are calling.

For CPP and OAS questions from outside Canada and the United States, call 1-613-957-1954 collect. The line operates according to Eastern Time.

The Government of Canada also publishes a list of international access numbers for 1-800 O-Canada. Callers should verify the correct number for their country because international toll-free access is not identical in every location.

Long-distance or local telephone charges may apply when a toll-free connection is unavailable.

When Should You Contact Service Canada About a Missing Payment?

Before calling about a missing payment:

• Confirm the official payment date.
• Check your bank account carefully.
• Review your information in My Service Canada Account.
• Confirm that your direct deposit details are current.
• Check whether Service Canada requested additional documents.
• Review recent letters or online notifications.
• Allow the applicable delivery or reporting period to pass.

Contact the specialized program line when the payment is related to EI, CPP, OAS or GIS. The general 1-800 O-Canada line may direct you to the correct service but may not be able to access the individual payment file.

Service Canada vs CRA: Who Should You Contact?

Some programs involve information from both organizations. For example, the CRA may provide income information used to determine eligibility for a benefit administered by Service Canada.

Can Service Canada Help With Immigration?

Service Canada is not the primary department for immigration, citizenship, visas, permanent residence or work permit applications.

Those matters are generally handled by Immigration, Refugees and Citizenship Canada.

Service Canada may help with a Social Insurance Number after an eligible person receives the required immigration or work authorization, but it does not issue immigration status or work permits.

Can Service Canada Help With Provincial Benefits?

Service Canada primarily delivers federal programs.

For provincial or territorial social assistance, disability support, rent assistance, electricity rebates or provincial tax credits, contact the responsible provincial or territorial department.

Service Canada may provide general guidance or help identify a program, but it cannot normally decide or change a provincial benefit application.

What If You Cannot Reach a Service Canada Agent?

If call volumes are high:

• Request a callback through eServiceCanada.
• Check whether the answer is available in My Service Canada Account.
• Use the official online program guide.
• Visit a Service Canada Centre.
• Prepare your information before calling again.
• Try calling during regular hours on another business day.

Do not submit multiple callback requests for the same issue unless instructed to do so. Duplicate requests may make it harder to track your inquiry.

How to Recognize a Fake Service Canada Call

Scammers may pretend to represent Service Canada and claim that your SIN, pension, EI claim or benefit payment has been suspended.

Warning signs include:

• Threats of immediate arrest or deportation.
• Demands for payment by gift card, cryptocurrency or wire transfer.
• Requests for your online account password.
• Requests for a complete authentication code.
• Instructions to transfer money to protect it.
• Unsolicited links to unofficial sign-in pages.
• Pressure to act without checking the official contact number.
• Requests to install remote-access software.

If you are uncertain, end the call and contact the relevant program using a telephone number published on Canada.ca.

What to Do After a Suspicious Call or Message

1. Do not provide additional personal or financial information.
2. Do not open links or attachments.
3. Record the telephone number, message and time of contact.
4. Contact the relevant Service Canada program directly.
5. Change compromised passwords.
6. Review your government and financial accounts.
7. Contact the Canadian Anti-Fraud Centre when appropriate.
8. Contact local police if money or identification was stolen.

Caller identification can be manipulated. A number appearing to be Canadian or government-related does not prove that the call is genuine.

Tips for Contacting Service Canada

• Use the specialized number for your program.
• Call during the published hours for your local time zone.
• Have your SIN and relevant documents available.
• Write down your questions before calling.
• Record the date and general outcome of the conversation.
• Keep any confirmation or reference number provided.
• Check My Service Canada Account before and after the call.
• Request a callback if waiting on hold is impractical.
• Use only Canada.ca pages and official telephone numbers.
• Never disclose passwords or one-time authentication codes.

Related Government Service Guides

Frequently Asked Questions

Northbly is an independent informational website and is not affiliated with the Government of Canada, Service Canada, Employment and Social Development Canada or the Canada Revenue Agency. Telephone numbers, hours, callback services, office procedures and available online services may change. Always confirm current contact information through Canada.ca before sharing personal information.