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CFIB Rates Service Canada's Call Centres

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Service Canada provides a wide range of programs and services that many small business owners use on a day-to-day basis. In order to find answers to their questions on programs such as Employment Insurance (EI), Records of Employment (ROEs) and Labour Market Impact Assessments (LMIAs), business owners can call Service Canada at either the 1 800 O-Canada line or the Employer Contact Centre. 

As most small businesses do not have an HR department, many struggle to understand and apply government regulations. In this report, CFIB evaluates the level of service provided by the Service Canada call centres to small business owners, grading them on areas including accuracy of information, wait time and professionalism.

Overall, the Service Canada call centres scored a B-. The study found that 41 per cent of all calls were redirected to another government agency, requiring callers to hang up and go through the waiting process again, without the assurance that they will receive the information they need. Only 34 per cent received complete and correct information on their first call.