Question Period Note: Public Service Health Care and Dental Care

How is the government addressing members concerns regarding the Public Service Health Care Plan and the Pensioners Dental Services Plan?

Public Service Health Care Plan Contract with Canada Life
• The Government of Canada continues to work with Canada Life so that current and former public servants receive the health and dental care services they deserve.
• For members abroad, Canada Life worked with MSH International to introduce an action plan in March 2024, which has significantly improved call centre and claim processing wait times.
• Although progress has been made, there is still work to do to improve service quality.
• For members using emergency travel and comprehensive coverage services, Canada Life worked with MSH International to introduce an action plan in March 2024, which has significantly improved call centre and claim processing wait times.

• Government of Canada officials continue to work closely with Canada Life and MSH to resolve the outstanding challenges.
Pensioners Dental Services Plan
• The Pensioners’ Dental Services Plan coverage is comparable to other retiree plans, and there are no plans to amend its benefits.

Per the Financial Administration Act, Treasury Board has authority for all aspects of the public service benefit plans. The President of the Treasury Board, as Employer of the Public Service, is responsible for the overall administration of the public service benefit plans.
The Treasury Board of Canada Secretariat (TBS) is the Project Authority responsible for all matters concerning the technical content of the work. Public Services and Procurement Canada (PSPC) is the Contract Authority. Questions relating to the procurement process, including contract performance and remedies, should be directed to PSPC.
PSHCP transition to Canada Life
On July 1, 2023, Canada Life began the administration of the Public Service Health Care Plan (PSHCP) contract. The following are examples of measures Canada Life took to alleviate pressures and complaints following the July 2023 PSHCP implementation:
Canada Life:
o Significantly increased the number of call centre and claims agents and associated training to reduce wait times.
o Continuously improved online reference materials and telephony messaging to better answer member questions.
MSH International:
o Canada Life sub-contracted MSH International to provide out-of-country coverage for members living, working, or travelling abroad.
o Issues have arisen and a customer service action plan was developed to improve the member experience. As a result, average call wait times are now generally under 30 seconds and processing of claims is normally done within the established timelines, once all documentation is received.
o Work is ongoing to ensure the quality of the services continues to improve.

Public Service Dental Care Plan (PSDCP) and the Pensioner’s Dental Service Plan (PDSP)
On November 1, 2024, Canada Life began the administration of the Pensioners’ Dental Services Plan and the Public Service Dental Care Plan. On January 1, 2025, changes were made to the Public Service Dental Care Plan (PSDCP). These changes will help to better address the needs of its members while remaining reasonable for Canadian taxpayers. These transitions did not receive much media attention, nor complaints from members.

No changes in benefits were made to the Pensioners Dental Services Plan, as it is not a negotiated plan. Although no changes are planned, TBS is aware that the National Association of Federal Retirees (NAFR) is consistently advocating for improved plan provisions, notably raises in the annual maximum, which have lagged behind the PSDCP. The first contribution rate change since October 2017 was implemented on April 1, 2025. This brings the plan back into the 50:50 cost-sharing ratio between the Government of Canada and plan members.

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