Question Period Note: PENSION BENEFITS SERVICE STANDARDS

What is the Department doing to ensure that seniors receive the benefits to which they are entitled in a timely way?

The Government of Canada is committed to making sure that seniors and those dealing with significant health issues receive the benefits to which they are entitled, as quickly and accurately as possible.

As such, Service Canada continues to explore opportunities and implement measures that improve the client experience. For example, the Department expanded the availability of online applications for Old Age Security and Canada Pension Plan benefits on the My Service Canada Account platform and expanded automatic enrollment.

The Department carefully monitors service standard results to ensure that targets are met and that the appropriate actions are taken in a timely manner when results are below target.

Service Canada is therefore working diligently to improve service delivery results and meet all its service standard targets, particularly for the CPPD programs. A CPP Disability Action Plan has been launched to improve results by identifying key barriers, streamlining processes, and improving practices so that Canadians receive benefits in a timely manner.

Old Age Security (OAS) and the Guaranteed Income Supplement (GIS)

In 2017, the automatic enrolment for the OAS basic pension was expanded, allowing seniors who are selected for OAS automatic enrolment to be automatically enrolled for the GIS.

In 2018, the Integrated OAS and GIS Application was implemented to allow seniors who cannot benefit from automatic enrolment to apply for both benefits at the same time on one form, instead of completing two separate applications.

Once individuals are either automatically enrolled or have applied for the GIS, they will never need to reapply. As long as they file a tax return or provide income information to the Department every year, their eligibility will be automatically assessed.

Canada Pension Plan (CPP)

Legislation passed in 2020 waives the requirement for a CPP retirement pension application if the applicant is at least 70 years of age and sufficient information is available to enroll them. Since 2023, proactive enrolment has allowed contributors to the CPP, who are either in receipt of another CPP benefit or who have recently filed an income tax return, to receive the retirement pension to which they are entitled without needing to apply.

CPP Disability (CPP-D)

In 2016, following consultations and a comprehensive review, new CPP-D service standards were developed, and existing service standards were revised with purposely ambitious targets designed to provide the best service possible to Canadians. The Department is committed to enhancing the delivery of CPP-D benefits, particularly for people with a terminal illness or a grave condition.

Current Status

While the delivery of CPP is exceeding the target, the delivery of OAS and CPPD are facing some challenges.

OAS is experiencing challenges due to several factors including an increase in the number of complex applications received due to demographic changes (ex: more applicants living abroad). As a result, the Department of ESDC did not meet OAS workload inventory reduction targets or service standard for 2023-2024. Service Canada is putting in place strategies to improve the workload inventory and service standard results. In 2024-2025, OAS will also be deployed onto Cúram, and the OAS processing network will be adjusting its workload priorities and capacities in response to this transformation.

CPPD is experiencing challenges with increasing complexity, workforce capacity and workload forecasting. Applications must be adjudicated by experienced medical staff. 34% of CPP-D applications have cognitive disorders. It is essential that medical staff have the right level of experience to correctly assess applications.

CPPD did not meet the workload inventory reduction target for 2023-2024, as well as most of its service standards. Service Canada is implementing a CPPD Improvement Strategy and Action Plan. This includes implementing short-term measures to increase capacity, simplify processes and increase operational efficiency through increased automation opportunities.

Program

Service Standard

Target

2022-23

(Year-End)

2023-24

(Year-End)

2024-25

(as of April 2024)

Old Age Security (OAS)

Basic benefits paid within the first month of entitlement

90%

87.6%

86.6%

89.2%

Canada Pension Plan (CPP)

Retirement benefits paid within the first month of entitlement

90%

94.3%

94.3%

96.1%

Death benefit decisions made within 45 calendar days

80%

84.2%

79.7%

86.5%

Survivor benefit decisions made within 45 calendar days

80%

83.5%

78.6%

86.0%

Canada Pension Plan Disability

(CPP-D)

Initial benefit decisions made within 120 calendar days

80%

78.7%

53.2%

49.0%

Terminal illness application decisions made within 5 business days

95%

91.3%

91.5%

88.5%

Grave condition application decisions made within 30 calendar days

80%

84.5%

85.1%

86.3%

Reconsideration decisions made within 120 calendar days

80%

61.6%

56.1%

64.3%

None