Recently my office—when inquiring about EI claims—has been getting a message from Service Canada telling them to have the client phone the centre, which puts another layer on it.
When an MP's office reaches out, they become the client through the signing of a statement of waiver.
Could you check into that because it's just putting an unnecessary step in the process. Once an individual reaches out to the MP, we are the face of the government as well. When we do reach out on these clients' behalf, this is an unacceptable answer from Service Canada to be advising an MP's office to have the client call. The reason they are calling the MP's office is because they didn't get service in the first place.
I would like if you would follow up on that because there has been a subtle change over the last number of months I've been told, or number of weeks.
The other area you referenced is the in-person Service Canada centres. This is an area where, again, I get complaints from people dropping into Service Canada centres and not getting service. You referenced that they would be assisted in helping file their claims. A lot of the time, they are simply told there's a computer over there, and they should go and fill out the forms.
That's an issue I would like you to address as well because, again, that's all the face of government.