Frequently Asked Questions (FAQs)

Information: FAQs

The following are examples of questions we are asked and the kinds of answers we usually give. Please keep in mind that every situation is unique, so use this section as a guide only.

(These answers should not be viewed as legal advice.)

If you have any questions or would like more information or clarification, please call us toll-free at:

1-888-828-3626.

1. The Ombudsman's Office

1.1. What does the Ombudsman do?

The Ombudsman’s Office is here to help you as a direct source of information, referral and education. If you are not sure how to get your concern addressed, we can explain your options and help you access the existing channels of assistance and redress within DND/CF.

We give the existing mechanisms an opportunity to deal with your concerns. If you aren’t satisfied with the resolution provided by the existing mechanisms, or if there are compelling circumstances that mean you can’t use the existing mechanisms, we can investigate the matter to make sure you are treated fairly.

The Mandate of the Office of the Ombudsman for National Defence and the Canadian Forces gives more details on how the Office works.

2. Pay / Benefits

2.1. I have been having difficulties with my pay. What can I do?

2.2. I submitted a claim through my chain of command regarding benefit entitlements. My claim was denied. Can I appeal the decision?

2.1. I have been having difficulties with my pay. What can I do?

If you are a Canadian Forces member seeking assistance with your pay, you should first contact your local Unit Resource Management Support (RMS) clerk, as most source documents are held at unit level.

If your Unit RMS clerks cannot solve your problem, they will contact the appropriate Military Pay staff member on your behalf.

You can also submit a formal complaint through your chain of command outlining your concerns regarding your pay. Be specific. Your memo should clearly state what resolution you are looking for.

If you are not satisfied with the resolution of your complaint, you can submit a redress of grievance through your chain of command in accordance with Chapter 7 of the Queen’s Regulations and Orders.

The Ombudsman’s Office may be able to intervene if, in the Ombudsman’s view, your circumstances are compelling. See subsection 13(2) of the Ombudsman’s mandate.

2.2 I submitted a claim through my chain of command regarding benefit entitlements. My claim was denied. Can I appeal the decision?

You have the right to submit a redress of grievance in accordance with Chapter 7 of the Queen’s Regulations and Orders.

The Ombudsman’s Office may be able to intervene if, in the Ombudsman’s view, your circumstances are compelling. See subsection 13(2) of the Ombudsman’s mandate.

Information on your entitlement to benefits can be accessed at your unit orderly room.

3. Release Category

3.1. I am not satisfied with my release category. How can I get it changed?

You can submit a redress of grievance regarding your release and/or release category. You should do so as soon as you are notified of your pending release and/or category. If you are unable to submit your grievance within a timely manner, you should submit a memo indicating your intention to submit a grievance and provide a tentative date for submission.

Should you decide to file a redress of grievance, you should ensure that you do so before your release takes effect. Once you have been released from the Canadian Forces, you will no longer be able to file a redress of grievance. However, any redress filed before your release will still be considered. (Refer to Chapter 7 of the Queen’s Regulations and Orders for more information.)

If you are a former member of the Canadian Forces, you can forward your concerns in writing to the Director General Military Careers for review. 

4. Voluntary Release

 4.1. I would like to request a voluntary release for personal reasons before my period of obligatory service expires. What can I do?

4.2. I would like to request a voluntary release for personal reasons before my term of service expires. I am unable to provide the CF with a six-month notice. It is important that I get my release as soon as possible. What can I do?

4.1. I would like to request a voluntary release for personal reasons before my period of obligatory service expires. What can I do?

A request for voluntary release may be approved when there are compelling circumstances and if the operational requirements permit. (Refer to DAOD 5049-1 for more information.)

You should address your concerns with your padre or social worker who will then provide their recommendations in writing as to whether or not they agree you have compelling reasons that warrant the voluntary release. If they agree, you should submit a formal request through your chain of command for review. Your request should include the recommendations from your padre or social worker.

If your request is denied, you can submit a Redress of Grievance regarding your release. (Refer to Chapter 7 of the Queen’s Regulations and Orders for more information.)

If you have compelling reasons why you feel the Ombudsman’s Office should intervene, you can contact the Ombudsman’s Office by phone and/or submit your concerns in writing to the Office for review.

4.2. I would like to request a voluntary release for personal reasons before my term of service expires. I am unable to provide the CF with a six-month notice. It is important that I get my release as soon as possible. What can I do?

A request for voluntary release may be approved when there are compelling circumstances and if the operational requirements permit. (Refer to QR&O 15.01 for more information.)

You should address your concerns with your padre or social worker who will then provide their recommendations in writing as to whether or not they agree you have compelling reasons that warrant the voluntary release. If they agree, you should submit a formal request through your chain of command for review. Your request should include the recommendations from your padre or social worker.

If your request is denied, you can submit a Redress of Grievance regarding your release. (Refer to Chapter 7 of the Queen’s Regulations and Orders.)

If you have compelling reasons why you feel the Ombudsman’s Office should intervene, you can contact the Ombudsman’s Office by phone and/or submit your concerns in writing to the Office for review.

5. Involuntary Release

5.1. I have received a Notice of Intent of Release and I do not wish to be released from the CF. What’s my next step?

You should familiarize yourself with QR&O 15.21 if you are a commissioned officer or with QR&O 15.36 if you are a non-commissioned member.

You will be required to advise your commanding officer of any objections you have regarding your release within a prescribed timeline. You can request an extension if you consider that you are not given sufficient time to make your rebuttal. You also have the right to request an assisting officer to help you in the preparation of your rebuttal.

Following this, your file will be forwarded to the Director General Military Careers (DGMC) for consideration. DGMC should disclose copies of all information and documentation that substantiate the proposed release and that would be considered before making a final decision. You will be given an opportunity to make a written rebuttal. If you feel that you are not given enough time to prepare your rebuttal, you can request an extension.

If the DGMC decides that your release should proceed, you have the right to submit a redress of grievance to contest the decision to release you. You also have the right to request an assisting officer to help you in the preparation of your redress.

Should you decide to file a redress of grievance you should ensure that you do so before your release takes effect. Once you have been released from the Canadian Forces, you will no longer be able to file a redress of grievance. However, any redress filed before your release will still be considered. (Refer to Chapter 7 of the Queen’s Regulations and Orders.)

6. Medical Release

6.1. I will be released on medical grounds and I feel that I require prolonged medical treatment from the CF. What can I do?

6.2. I will be receiving a medical release and I am concerned I will not receive the appropriate medical follow-up care. What can I do?

6.3. What can I do to ensure my medical release takes into account all of my medical problems?

6.4. I have been notified I will be released on a medical category. I do not want to leave the CF and feel I can still provide a service. What can I do?

6.1. I will be released on medical grounds and I feel that I require prolonged medical treatment from the Canadian Forces. What can I do?

You should discuss your concerns with the medical officer. If it appears that prolonged medical treatment is required, the medical officer can recommend in writing that you be retained temporarily in the Canadian Forces. (See CFAO 15-1 for more information.)

6.2. I will be receiving a medical release and I am concerned I will not receive the appropriate medical follow-up care. What can I do?

Please contact the Director Casualty Support Management (DCSM). DCSM is qualified to assist with these types of concerns. You can reach DCSM by calling their toll-free number: 1-800-883-6094.

6.3. What can I do to ensure my medical release takes into account all of my medical problems?

Please contact the Director Casualty Support Management (DCSM). DCSM is qualified to assist with these types of concerns. You can reach DCSM by calling their toll-free number: 1-800-883-6094.

6.4. I have been notified I will be released on a medical category. I do not want to leave the Canadian Forces and feel I can still provide a service. What can I do?

Your file will be forwarded to the Director General Military Careers (DGMC) for consideration by medical authorities. DGMC should disclose copies of all information and documentation that substantiate the proposed release and that would be considered before making a final decision. You will be given an opportunity to make a written rebuttal. If you feel that you are not given enough time to prepare your rebuttal, you can request an extension. You also have the right to request an assisting officer to help you in the preparation of your rebuttal.

If the DGMC decides that your release should proceed, you have the right to submit a redress of grievance to contest the decision to release you. You also have the right to request an assisting officer to help you in the preparation of your redress.

Should you decide to file a redress of grievance you should ensure that you do so before your release takes effect. Once you have been released from the Canadian Forces, you will no longer be able to file a redress of grievance. However, any redress filed before your release will still be considered. (Refer to Chapter 7 of the Queen’s Regulations and Orders.)

7. Harassment / Sexual Harassment / Abuse of Power / Discrimination

7.1. I feel that I have been subjected to harassment. What are my rights and responsibilities?

7.2. I am an involved party in a harassment investigation. How can I make sure I am kept informed?

7.3. My harassment complaint is overdue for a response from a convening authority. What can I do?

7.4. I am not satisfied with the findings of an investigation or the investigation itself. What is my next step?

7.1. I feel that I have been subjected to harassment. What are my rights and responsibilities?

All Canadian Forces (CF) members and Department of National Defence (DND) employees have the right to be treated fairly, respectfully and with dignity in a workplace free of harassment, and they have the responsibility to treat others in the same manner.

You have the right to access information regarding harassment prevention and resolution. You should familiarize yourself with the resolution processes proposed by DAOD 5012-0 and by the Harassment Prevention and Resolution Guidelines. These resolution processes include the self-help method, as well as the informal and formal resolution processes.

The related Human Rights – Discrimination directives, DAOD 5516-0 and DAOD 5012-0, also apply to harassment issues.

You have the right to access assistance from a person in a position of responsibility. This includes a supervisor, a specialist officer, such as a medical doctor, a social worker, padre or personnel selection officer.

You have the right to get help preparing your complaint from an assisting officer.

The following agencies may also be able to help you:

  • Employee Assistance Program (EAP) 1-800-268-7708
  • Canadian Forces Member Assistance Program (CFMAP) 1-800-268-7708
  • Alternate Dispute Resolution (ADR) 1-888-589-1750 

You may wish to document any actions and attempts you have taken to resolve the matter.

Information on harassment can also be accessed at your unit orderly room or at the DND/CF Human Resources website.

7.2. I am an involved party in a harassment investigation. How can I make sure I am kept informed?

Write a memo requesting information on the investigation and submit it to your immediate supervisor. Be specific. Your memo should clearly state what information you are looking for. You have the right to request and obtain an assisting officer to help you make your submission. If you have not received a response within 30 days, send a follow-up memo. (Refer to DAOD 5012-0.)

If you are not satisfied with the response, you can contact us if you wish and we will determine if we can assist you.

7.3. My harassment complaint is overdue for a response from a convening authority. What can I do?

You can submit a memo through your chain of command requesting the status of your complaint and requesting the expected time of completion.

If you are not satisfied with the treatment of your complaint, you can submit a redress of grievance in accordance with Chapter 7 of the Queen’s Regulations (military personnel), Civilian Personnel Administrative Orders (CPAO) 7.07 (civilian personnel) or Section 11 of the Canadian Forces Personnel Support Agency – Volume 5 (non public fund employees).

7.4. I am not satisfied with the findings of an investigation or the investigation itself. What is my next step?

You can submit a redress of grievance outlining your concerns and stating what resolution to your complaint you would like to see. You have the right to request and obtain an assisting officer to help you make your submission. (Refer to the Department of National Defence / Canadian Forces (DND/CF) grievance procedures outlined in Chapter 7 of the Queen’s Regulations (military personnel), Civilian Personnel Administrative Orders (CPAO) 7.07 (civilian personnel) or Section 11 of the Canadian Forces Personnel Support Agency – Volume 5 (non public fund employees).

8. Postings

8.1. I would like to request a contingency cost move or compassionate posting for personal reasons. It is important that I get my requested posting. What can I do?

8.2. I requested a contingency cost move or compassionate posting for personal reasons and did not receive it. What can I do?

8.3. What is Imposed Restriction?

8.4. What is Separation Expense?

8.5. I requested Imposed Restriction status or Separation Expense benefit and was denied the status and benefit. What can I do?

8.1. I would like to request a contingency cost move or compassionate posting for personal reasons. It is important that I get my requested posting. What can I do?

You should address your concerns with your padre or social worker who will then provide their recommendations in writing as to whether or not they agree you have compelling reasons that warrant the posting. If they agree, you should submit a formal request through your chain of command for review. Your request should include the recommendations from your padre or social worker.

DAOD 5003-6 provides more information on contingency cost moves and compassionate postings.

8.2. I requested a contingency cost move or compassionate posting for personal reasons and did not receive it. What can I do?

You can submit a redress of grievance regarding your posting in accordance to Chapter 7 of the Queen’s Regulations and Orders.

If you have compelling reasons why you feel the Ombudsman’s Office should intervene, you can contact the Ombudsman’s Office by phone and/or submit your concerns in writing to the Office for review.

8.3 What is Imposed Restriction?*

It is an approved delay in moving dependants and household goods and effects for one calendar year, with a possibility of extension up to a maximum of five calendar years. Imposed Restriction is a status, not a benefit, and must be approved by the member’s career manager under the Director Military Careers.

You may be eligible for Imposed Restriction Status if:

  • You are a Regular Force member or Class “C” Reservist;
  • You are not on your first posting after reaching Operational Functional Point; or
  • You are not on your first posting after re-enrollment in or transfer to the Regular Force.

8.4 What is Separation Expense?*

It is a benefit administered at the Base/Wing level that reimburses members for some additional living expenses resulting from separation from their dependants and household goods and effects, following relocation within Canada. Per Compensation and Benefits Instruction 208.997, these expenses can include: free quarters or accommodation, parking expenses, basic internet, cable and cellular or land-line telephone connection expenses, up to the maximum allowable amount.”

As of 1 February 2013, meals, rations and incidentals are no longer provided at public expense for members who are entitled to the Separation Expense benefit. The same date, the Separation Expense benefit ceased to be available for reservists on Class “B” Reserve Service relocations.

There are several criteria, all of which must be met to be entitled to the Separation Expense benefit:

  • You must be a Regular Force member or a reservist on Class “C” Reserve Service who is eligible for Imposed Restriction Status;
  • Your career manager must have approved your Imposed Restriction Status;
  • Your immediate former place of duty must be in Canada;
  • You must have a principal residence in Canada;
  • If you are a Reservist, you must be posted to or on Class “C” Reserve Service at a new place of duty in Canada;
  • You must be entitled to a move of dependents, household goods and effects at public expense to the new place of duty;
  • The move of your dependents, household goods and effects at public expense to the new place of duty is, for service reasons, prohibited or restricted, in accordance with orders or instructions issued by the Chief of the Defence Staff;
  • You do not move your dependants, household goods and effects to the new place of duty;
  • You occupy an accommodation at a new place of duty; and
  • A dependent occupies the principal residence on a full-time basis.

For more information:

CBI 208.997 – Separation Expense  

Canadian Forces Integrated Relocation Program (CFIRP) Directive

8.5 I requested Imposed Restriction status or Separation Expense benefit and was denied the status and benefit. What can I do?

You can submit a redress of grievance regarding your posting in accordance to Chapter 7 of the Queen’s Regulations and Orders.

If you have compelling reasons why you feel the Ombudsman’s Office should intervene, you can contact the Ombudsman’s Office by phone and/or submit your concerns in writing to the Office for review.

* For any discrepancies between this document and the official instruction approved by Treasury Board, the latter shall prevail.

9.Redress of Grievance (ROG)

9.1. I am concerned about my ROG going through the Chain of Command. Can I bring my ROG to the Ombudsman for review instead?

9.2. My ROG is overdue for a response from a redress authority. What can I do?

9.3. My ROG has taken over two years to go through the Chain of Command. I have been advised it is at the Chief of Defence Staff (CDS) level. How long do I have to wait for a response? Where can I direct my questions? Will the Ombudsman’s Office intervene because of the delay?

9.1. I am concerned about my ROG going through the Chain of Command. Can I bring my ROG to the Ombudsman for review instead?

The Ombudsman’s Office is set up as a method of last resort, so you must use the existing grievance system first to attempt to resolve your complaint. We may be able to intervene in lieu of existing complaint mechanisms if, in the Ombudsman’s opinion, your circumstances are compelling. See section 13 of the Ombudsman’s mandate.

Canadian Forces (CF) members and Department of National Defence (DND) civilian employees have the right to access assistance from an assisting officer in the preparation of their grievance.

CF members have the right to access information regarding the Canadian Forces Streamlined Grievance Process. This information can be found in Chapter 7 of the Queen’s Regulations and Orders and the Canadian Forces Grievance System website.

You can also contact the Director General Canadian Forces Grievance Authority (DGCFGA) at 1-866-474-3867 with your questions on the Canadian Forces Streamlined Grievance Process.

DND civilian employees have the right to access information regarding the DND grievance procedures. This information can be found in the Civilian Personnel Administrative Order (CPAO) 7.07.

Non public fund (NPF) civilian employees have the right to access information regarding grievance procedures. This information can be found in Section 11 of the Canadian Forces Personnel Support Agency – Volume 5.

9.2. My ROG is overdue for a response from a redress authority. What can I do?

You can submit a memo through your chain of command requesting the status of grievance and requesting the expected time of completion.

If your ROG has not been responded to within the appropriate time, you can also bring your ROG to the next redress authority for review.

If you have concerns about the handling of your grievance at any stage in the process or if you feel that there are compelling circumstances to justify the Ombudsman’s Office getting involved, you can contact the Office by phone and/or forward your concerns for review.

9.3. My ROG has taken over two years to go through the Chain of Command. I have been advised it is at the Chief of Defence Staff (CDS) level. How long do I have to wait for a response? Where can I direct my questions? Will the Ombudsman’s Office intervene because of the delay?

You can submit a memo through your chain of command requesting the status of grievance and requesting the expected time of completion.

Questions may also be addressed to the Director Canadian Forces Grievance Administration (DCFGA) at 1-866-474-3867.

To find out if your grievance has been referred to the Grievance Board by the CDS, you can call the Board: Toll Free 1-877-276-4193 or (613) 996-8529 or fax (613) 996-6491.

There is no time limit for the CDS to respond to your ROG. However, if you feel there has been undue delay or you have concerns about the handling of your grievance at any stage in the process, you can contact the Ombudsman’s Office by phone and/or forward your concerns to the Office for review.

10. Military Justice

10.1. I have been charged under the Code of Service Discipline. What are my rights and entitlements under the Canadian Charter of Rights and Freedoms and the National Defence Act?

10.2. I have been convicted at summary trial. What can I do to get my trial reviewed?

10.3. I have been convicted at court martial. What can I do to get my trial reviewed?

10.4. Can I appeal a decision of the Court Martial Appeal Court?

10.1. I have been charged under the Code of Service Discipline. What are my rights and entitlements under the Canadian Charter of Rights and Freedoms and the National Defence Act?

For general information on the Code of Service Discipline, read "The Code of Service Discipline and Me." You can get this booklet at your unit orderly room.

For specific information on the Code of Service Discipline, read Part III of the National Defence Act and the regulations contained in Volume II of the Queen’s Regulations and Orders.

An accused must be given the opportunity to consult with legal counsel before making an election between summary trial and court martial. You can contact Defence Counsel Services at 1-888-715-9636 or (819) 997-8985.

It should be noted that the Ombudsman does not act as a lawyer or an advocate for any party. His role is neutral. We can provide options, but we cannot give advice.

Please note that the Ombudsman’s Office cannot investigate complaints relating to the exercise of discretion in laying charges by the chain of command or the Canadian Forces National Investigation Service (CFNIS) or in preferring charges by the Director Military Prosecution (see section 14 of the Ombudsman’s mandate).

However, the Ombudsman’s Office may report complaints of delay or abuse related to the administration of the Code of Service Discipline to the appropriate authority (see section 19 of the Ombudsman’s mandate).

10.2. I have been convicted at summary trial. What can I do to get my trial reviewed?

If you have been convicted at summary trial, you are entitled to apply to a Review Authority within fourteen days of the termination of the summary trial to have the guilty finding or sentence imposed on you reviewed. The grounds and procedure for requesting review are set out in QR&O 108.45. You also have the right to request an assisting officer to help you in the preparation of your rebuttal. The Review Authority is normally the next superior officer to whom the presiding officer is responsible in matters of discipline. The Review Authority is required to seek the advice of a legal officer before making a final determination.

You can also contact Defence Counsel Services at 1-888-715-9636 or (819) 997-8985.

Members dissatisfied with the finding of their summary trial may not grieve the matter under the Canadian Forces (CF) streamlined grievance process.

Please note that the Ombudsman’s Office cannot investigate complaints relating to military judges or summary trials (see section 14 of the Ombudsman’s mandate).

10.3. I have been convicted at court martial. What can I do to get my trial reviewed?

If you have been convicted before a court martial, you can appeal to the Court Martial Appeal Court, a division of the Federal Court, normally within thirty days following the date the court martial terminated its proceedings to the Registry of the Court Martial Appeal Court. The grounds and procedure for requesting an appeal are set out in Chapter 115 of the Queen’s Regulations and Orders.

You can also contact Defence Counsel Services at 1-888-715-9636 or (819) 997-8985.

Members dissatisfied with the finding of their court martial may not grieve the matter under the Canadian Forces (CF) streamlined grievance process.

Please note that the Ombudsman’s Office cannot investigate complaints relating to military judges or summary trials (see section 14 of the Ombudsman’s mandate).

10.4. Can I appeal a decision of the Court Martial Appeal Court?

You can appeal to the Supreme Court of Canada against a decision of the Court Martial Appeal Court. The grounds for requesting an appeal are set out in QR&O 115.27.

11. Administrative Action

11.1. A verbal or recorded warning has been issued against me. Can I appeal the decision?

11.2. I was provided with a notice of intent to recommend counselling and probation (C&P). I am not in agreement with the CO’s recommendation. What can I do?

11.1. A verbal or recorded warning has been issued against me. Can I appeal the decision?

You have the right to submit a redress of grievance. Refer to the Department of National Defence / Canadian Forces (DND/CF) grievance procedures outlined in Chapter 7 of the Queen’s Regulations (military personnel), Civilian Personnel Administrative Orders (CPAO) 7.07 (civilian personnel), or Section 11 of the Canadian Forces Personnel Support Agency – Volume 5 (non public fund employees) for information on how to go about this. You also have the right to request an assisting officer to help you in the preparation of your grievance.

Read DAOD 5019-4 for more information on recorded warnings.

11.2. I was provided with a notice of intent to recommend counselling and probation (C&P). I am not in agreement with the Commanding Officer's (CO’s) recommendation. What can I do?

You will be required to advise your CO of any objections you have regarding the C&P within a prescribed timeline. You can request an extension should you consider that you are not afforded sufficient time to make a written rebuttal. You also have the right to request an assisting officer to help you in the preparation of your rebuttal.

Your CO should disclose copies of all the documentation that substantiate the proposed C&P and that would be considered before making a final decision.

Read DAOD 5019-4 for more information on counselling and probation.

If the CO decides that your C&P should proceed, you have the right to submit a redress of grievance in accordance with Chapter 7 of the Queen’s Regulations and Orders. You also have the right to request an assisting officer to help you in the preparation of your grievance.

12. Military Police / NIS

12.1. I am concerned about the conduct of a member of the military police in the performance of their policing duties. What can I do?

Each military police section on base should have complaint forms that you can complete and mail to the Canadian Forces Provost Marshal.

You can also file a complaint directly to the Canadian Forces Provost Marshal without completing the above-mentioned form.

If you are not satisfied with the resolution of your complaint, you can file a complaint to the Military Police Complaints Commission (MPCC) about the conduct of a member of the military police in the performance of any of their policing duties or functions. The MPCC has jurisdiction over incidents that occurred after Dec 1, 1999. They can be reached by calling 1-800-632-0566.

Any military police member who believes on reasonable grounds that the chain of command has interfered with an investigation can make an interference complaint to the MPCC.

13. Housing

13.1. Who can apply to live in Department of National Defence housing?

13.2. I am a military member and would like to live in Department of National Defence housing. How do I apply?

13.3. How is housing assigned to Forces members and their families?

13.4. How does the Canadian Forces Housing Agency decide who has priority for housing?

13.5. What is the average cost of a housing unit?

13.6. There are no housing units available where I’m posted. If I move into housing in the local market, what will happen to my application for Department of National Defence housing?

13.7. I told my Housing Services Centre about an issue with my home and I’m still waiting for it to be settled. How does the Canadian Forces Housing Agency manage issues with their housing units?

13.8. How are decisions made for the repair and maintenance of our home?

13.9. I am having a problem with my neighbour. What can I do?

13.10 How does the Canadian Forces Housing Agency (CFHA) decide where and how it spends money on its homes? For example, why is my neighbour getting a new furnace and I am not getting my new garage?

13.1. Who can apply to live in Department of National Defence (DND) housing?

You can apply to live in DND housing if you are:

  • A regular Canadian Armed Forces member posted to a new location or already living in the area.
  • A Reserve Force member working full-time (37.5 hours per week or more) and on at least a 6-month contract.
  • A foreign military/exchange member.
  • A Government of Canada indeterminate employee.
  • A Royal Canadian Mounted Police employee, a Military Family Resource Centre employee or Canadian Forces Morale and Welfare Services employee (CANEX, SISIP Financial Services, and Personnel Support Programs) working a minimum of 27.5 hours per week.
  • A DND contractor on a contract of over 6 months.

13.2. I am a military member and would like to live in Department of National Defence (DND) housing. How do I apply?

Once you have received your posting message, you can fill out an Application for DND Housing and fax your completed application to the local Housing Services Centre (HSC) of the Canadian Forces Housing Agency where you have been posted. Remember to include a copy of your posting message.

When you first arrive at your new location, make sure to go to the local HSC to sign your Licence to Occupy (similar to a rental agreement) and review the Occupant Handbook.

13.3. How is housing assigned to Forces members and their families?

The Canadian Forces Housing Agency manages housing for National Defence and assigns units based on household size; and on a first-come, first-served basis (rather than rank or position).

For example, if a family with two children applies for a house on Monday and another family of the same size applies on Tuesday, the family who applied on Monday will be offered a house first. If the household size is different, the family offered housing first will depend on the size of the unit available.

13.4. How does the Canadian Forces Housing Agency (CFHA) decide who has priority for housing?

The CFHA’s main concern is to support applicants who are moving to a new location and help them into a suitable home as soon as possible.

Housing is assigned based on the following three priorities:

Priority 1 Regular or Reserve* Force members and foreign military/exchange personnel who are posted to a new location and are authorized to move at public expense.
Priority 2

Regular or Reserve Force members who already live in the area but have applied to move into housing; and

Members who currently live in housing that have a change in family size and would like to move into a larger or smaller unit.

Priority 3 Government of Canada employees including Royal Canadian Mounted Police members, indeterminate Public Service employees working in support of National Defence, full-time Canadian Forces Morale and Welfare Services employees, indeterminate employees of other government of Canada departments, and National Defence contractors on contracts over 6 months.

* If you are a Reserve Force member, you must be employed full-time (37.5 hours per week) and on at least a 6-month contract.

13.5. What is the average cost of a housing unit?

The cost of housing varies from location to location. You can find housing costs for specific locations across Canada here:

http://www.forces.gc.ca/en/caf-community-support-services-housing/locations-styles.page

13.6. There are no housing units available where I’m posted. If I move into housing in the local market, what will happen to my application for Department of National Defence housing?

If you move into the local housing market, you can still be considered for DND housing but you will need to reapply and your priority status will change.

For an explanation of CFHA’s priority categories, please see: How does the Canadian Forces Housing Agency (CFHA) decide who has priority for housing?

13.7. I told my Housing Services Centre about an issue with my home and I’m still waiting for it to be settled. How does the Canadian Forces Housing Agency manage issues with their housing units?

Housing Services Centres schedule work based on the following repair and maintenance priorities:

  • Emergency – A problem in your home is considered an emergency if it affects your health and safety or if leaving it unattended would cause significant damage to your personal property or the unit. You can expect immediate action, day or night, in these circumstances. CFHA will make the situation safe and begin work to reduce the risk of injury or damage to your property or the environment. More work may be necessary in the following days. 
  • Same Day Service – This category applies to situations that could have an impact on your health or safety or cause damage to the unit, but is not as urgent as above. This may include blocked drains, leaking pipes, no hot water, etc.
  • Routine Maintenance – CFHA aims to fix these problems within 14 days. Your customer service representative will tell you how long it will take and will let you know if it will take longer than expected. These problems would include repairs such as countertop replacements, flooring repairs, etc.

For more information, please contact your local Housing Services Centre or CFHA Customer Service. You can reach the CFHA Head Office Customer Service team by email at CFHA-ALFC.HOPSCS-GLSC@forces.gc.ca  or by phone at 1-888-459-2342.

13.8. How are decisions made for the repair and maintenance of our home?

The Canadian Forces Housing Agency (CFHA) looks at the health and safety of its families and communities first when scheduling maintenance and repairs; including if the repair is critical to your family’s health and safety and whether it is needed to prevent further deterioration of your home.

In other situations, CFHA will decide when to do the work. For example, in an effort to reduce disruptions to families, CFHA may consider waiting until there is a change of occupancy.

Other considerations factored into the decision-making include: Can the work be done now, or can it wait? Is the work required to meet current codes or standards? Will the work benefit both current and future households? Can the work be done using the home’s current structure? What can be done while the home is occupied?

For more information, please contact your local Housing Services Centre or CFHA’s Customer Service. You can reach the CFHA Head Office Customer Service team by email at CFHA-ALFC.HOPSCS-GLSC@forces.gc.ca  or by phone at 1-888-459-2342.

You may also be interested in: I told my Housing Services Centre about an issue with my home and I’m still waiting for it to be settled. How does the Canadian Forces Housing Agency (CFHA) manage concerns with their housing units?

13.9. I am having a problem with my neighbour. What can I do?

If the matter is personal or community-related (i.e. pets, noise, etc.), the Canadian Forces Housing Agency (CFHA) encourages you to discuss the situation with your neighbour first.

If the issue or concern is affecting your home and cannot be settled between yourselves, CFHA recommends taking the following steps:

Step 1

Bring your concern to the attention of your local Housing Services Centre (HSC) staff by email, telephone or in person. HSC staff will discuss the situation with those involved to try and find a fair and timely solution that is acceptable to all.

If you are not satisfied with the results, you may contact your local HSC manager who will investigate and let you know what is being done to resolve the situation as quickly as possible.

Step 2

If you have completed Step 1 and are not happy with the final outcome, you can forward your complaint to Customer Service at CFHA Head Office for review and decision.

CFHA’s Customer Service section will work together with you, the HSC and any involved occupants to settle the issue.

Once your concern has been thoroughly investigated, you will receive the results in writing. If the investigation is expected to take more than 10 working days, CFHA will contact you and let you know when to expect a response.

If you have compelling reasons why you feel the Ombudsman’s Office should intervene, you can contact the Ombudsman’s Office by phone and/or submit your concerns in writing for review.

13.10 How does the Canadian Forces Housing Agency (CFHA) decide where and how it spends money on its homes? For example, why is my neighbour getting a new furnace and I am not getting my new garage?

Government departments and agencies are assigned specific budgets, and each budget is reserved for specific types of activities. At CFHA, there is a budget for planned activities, such as additions or renovations to meet current codes and standards (like building a new garage), and a budget for repairs, maintenance and emergency work such as replacing a furnace.

CFHA looks at how much money it has spent in the past and where to determine how much of its current budget is set aside for planned projects and how much goes to repairs, maintenance and emergency work.

Since the demand for work and improvements to housing units is greater than the amount provided for in the budget, CFHA looks at the health and safety of its families and communities first when setting priorities for projects and work orders.

In other words, there is more funding to fix a door or replace a window which is critical to the comfort and healthy living conditions of a unit, than there is for a complete kitchen renovation. However, CFHA does attempt to invest in lower priority housing improvements depending on the funds available.

For more information about projects taking place in your area or to discuss a concern about your home, please contact your local Housing Services Centre or CFHA Customer Service. You can reach the CFHA Head Office Customer Service team by email at CFHA-ALFC.HOPSCS-GLSC@forces.gc.ca or by phone at 1-888-459-2342.

You may also be interested in: How are decisions made for the repair and maintenance of our home?

14. Promotions

14.1. I was denied a promotion. What can I do?

You have the right to submit a redress of grievance in accordance with Chapter 7 of the Queen’s Regulations and Orders. You also have the right to request an assisting officer to help you in the preparation of your grievance. For members who are being by-passed for promotion for medical reasons, please refer to CANFORGEN 012/17 (DE-LINKING OF MEDICAL CONDITION FROM PROMOTION CRITERIA) for additional guidance.

15. Leave

15.1. I would like to request compassionate leave for personal reasons. What can I do?

You should address your concerns with your padre or social worker, who will then provide their recommendations in writing as to whether or not they agree you have compelling reasons that warrant your request. If they agree, you should submit a formal request through your chain of command for review. Your request should include the recommendations from your padre or social worker.

CFAO 16-1 and Chapter 16 of the QR&Os give more information on the entitlements, conditions and limitations governing the granting of leave.

If your request is denied, you can submit a redress of grievance regarding your leave in accordance with Chapter 7 of the Queen’s Regulations and Orders.

If you have compelling reasons why you feel the Ombudsman’s Office should intervene, you can contact the Ombudsman’s Office by phone and/or submit your concerns in writing to the Office for review.

16. Personnel Evaluation Report (PER)

16.1. I am unsatisfied with my PER. What can I do?

You have the right to submit a redress of grievance in accordance with Chapter 7 of the Queen’s Regulations and Orders. You also have the right to request an assisting officer to help you in the preparation of your grievance.

17. Assault / Sexual Assault

17.1. I am or have been a victim of assault / sexual assault. What resources are available?

You have the right to access assistance from a person in a position of responsibility. This includes a specialist officer, such as a medical doctor, social worker, padre, etc.

The following agencies may also be able to help you:

  • Canadian Forces Member Assistance Program (CFMAP) 1-800-268-7708
  • Employee Assistance Program (EAP) 1-800-268-7708

You can file a complaint with the Military Police, the Canadian Forces National Investigation Service (CFNIS) and/or the civilian police. We can try to help you determine which are the appropriate authorities to contact.

The Military Police has a Victim Assistance Program to make sure victims receive fair treatment during the course of an investigation. They should provide referrals to support agencies, immediate information and continuous contact with the victim throughout the investigation. Please note that the Ombudsman cannot investigate allegations of criminal activity (see section 15 of the Ombudsman’s mandate).

18. Pensions

18.1. I am having difficulty obtaining information about my pension benefits and entitlements. What can I do?

18.2. I have concerns about matters that fall under the Pension Benefits Division Act and benefits that are payable under the Canadian Forces Superannuation Act such as Indexing and the Survivor Benefits. Can your Office intervene?

18.3. My Canadian Forces Superannuation Act pension was reduced once I became eligible for full Canada/Quebec Pension Plan retirement benefits at age 65. Why?

18.1. I am having difficulty obtaining information about my pension benefits and entitlements. What can I do?

Current and former members can call Director Canadian Forces Pension Services (DCFPS) toll-free at 1-800-267-0325 for answers regarding their pension. You might also wish to forward your concerns to them in writing.

18.2. I have concerns about matters that fall under the Pension Benefits Division Act and benefits that are payable under the Canadian Forces Superannuation Act such as Indexing and the Survivor Benefits. Can your Office intervene?

The Ombudsman’s Office does not have jurisdiction over issues relating to the Pension Benefits Division Act or the Canadian Forces Superannuation Act. These are pieces of federal legislation, which are amended through Parliament.

You can submit your concerns to your Member of Parliament.

You could also pursue this matter through the court system.

Should this issue become widespread (systemic), the Ombudsman’s Office may forward a recommendation to the appropriate authorities.

18.3. My Canadian Forces Superannuation Act pension was reduced once I became eligible for full Canada/Quebec Pension Plan retirement benefits at age 65. Why?

The Canadian Forces provides an additional pension component for military members who retire before the age of 65. Members start receiving this extra component, known as the “bridge benefit,” as soon as they retire. This benefit is meant to supplement a retired member’s pension income until they turn 65 and become eligible for full Canada/Quebec Pension Plan retirement benefits. Once a retired member reaches age 65, payment of the bridge benefit ceases, but the retired member can start receiving the Canada/Quebec Pension Plan retirement benefit.

For more information on the bridge benefit see CFSA Bridge Benefit - FAQ.

If you have questions about your pension, you can contact Director General Compensation and Benefits for more information.

19. Medical Pension

19.1. I applied for a disability pension from the Department of Veterans Affairs for an injury attributable to my military service. My claim was denied. Can I appeal the decision?

Concerns regarding Veterans Affairs Canada (VAC) pensions should be made directly to your local VAC office by calling 1-800-563-3470. The telephone number is also in the blue pages of your local directory. (See section 16 of the Ombudsman’s mandate.)

If your claim is not approved and you do not agree with the decision, you can request a departmental review or a review hearing before the Veteran Review and Appeal Board.

The Bureau of Pension Advocates provides free legal assistance to any person who wants to appeal a decision before a review or appeal panel. You can also request the assistance of the Legion.

Director Casualty Support Management can also assist members experiencing difficulties obtaining VAC medical pensions due to problems with medical records, or for any other reason. They can be reached by calling 1-800-883-6094.

20. Post-traumatic Stress Disorder

20.1. I feel that I have a health problem that may have been a result of my deployment. I am not sure what is wrong. What can I do?

If you are a serving member, you can request a referral to one of the Post-Deployment Clinics by contacting your local medical facilities.

If you are a retired service member, you can request a referral to a Post-Deployment Clinic through a Pension Officer of Veterans Affairs Canada (VAC) with the recommendation of a District VAC Medical Officer.

If you have any questions or concerns regarding the Post-Deployment Clinics, please feel free to contact Director Casualty Support Management (DCSM). DCSM is qualified to assist with these types of concerns. You can reach DCSM by calling their toll-free number: 1-800-883-6094.

Serving and retired service members and their families who have concerns that affect their personal well-being and/or work performance can also contact the Canadian Forces Member Assistance Program (CFMAP) at 1-800-268-7708.

21. Service Income Security Insurance Plan (SISIP)

21.1. Can I appeal the decision of the insurer?

If your SISIP claim is not approved and you do not agree with the decision, there are two levels of appeal available:

Level one: You can request that Manulife Financial review your appeal. You should write to:

Manulife Financial
ATT: SISIP Services
2701 Dutch Village Road
Halifax NS
B3L 4G2

Level two: If you wish to proceed to the second level in the appeal process, you can request that the President SISIP review your claim. You should write to:

President SISIP
National Defence Headquarters
Major General Pearkes Building
Ottawa ON
K1A 0K2

22. Health Insurance Plan

22.1. What can I do if I disagree with a claims decision made by the Administrator?

If you do not agree with a decision of the Administrator and wish a review of your case, a submission may be made to the Administration Authority. The Administration Authority has the discretion to reach a decision that embodies due consideration for individual circumstances and Plan provisions. You should endeavour to exhaust all avenues of review with the Administrator before submitting an appeal to the Administration Authority. The Administration Authority reserves the right to refuse to reconsider their decision on an appeal. The appeal process is the final review level under the Public Service Health Care Plan (PSHCP). An appeal must be submitted within one year of the Administrator's mailing of an Explanation of benefits regarding the claim.

Send written submission to:

Federal PSHCP Administration Authority
Box 2245 Station "D"
Ottawa ON
K1P 5W4

23. Access to Information and Privacy (ATIP)

23.1. How does the Ombudsman collect and safeguard information?

23.2. Can I get a copy of my file?

23.3. How do I make a formal request for information?

23.4. Can I make a request online?

23.5. What kinds of information does the Ombudsman ATIP office deal with?

23.6. I’m not sure how to do this – can you help?

23.7. Do you contact me to confirm that you received my request?

23.8. What is involved in processing my request?

23.9. How long will it take to process my request?

23.10. Can I get the information I requested by email?

23.11. Will I get all of the information I requested?

23.12. What can I do if I am not satisfied with the way my request was handled?

23.13. How do I get in touch with the ATIP section?

23.1. How does the Ombudsman collect and safeguard information?

The Ombudsman is subject to the Access to Information Act and the Privacy Act

The Privacy Act deals with the collection, retention and release of personal information and gives Canadians a right of access to information about them under control of a government institution, subject to specific exemptions.  The Access to Information Act gives Canadians a right of access to information under the control of a government institution, subject to specific exemptions.  

23.2. Can I get a copy of my file?

If you have made a complaint to the Ombudsman’s Office, most of the information on your file will be your personal information.  So we normally deal with it under the Privacy Act

Where possible, we try to release information informally.  This means you may not need to make a formal request for information – start by asking the person you are dealing with at the Ombudsman’s Office for the documents you want, and we will look into whether they can be released informally.

Sometimes, the documents you want cannot be released informally, because they require consultations with another department or because the information is subject to specific exemptions preventing its release to you.  If that is the case, we will process your request formally, under the Privacy Act.  

23.3. How do I make a formal request for information?

There are forms available for making requests:

  • Access: There is a $5 application fee
  • Personal Information: There is no application fee for requesting your own personal information. In order to protect the personal information under our control, you may be asked to validate your identity.

Requests can be sent by mail to:

Access to Information and Privacy Coordinator,
Office of the Ombudsman for DND/CF
100 Metcalfe, 12th floor
Ottawa ON K1P 5M1

Or by email to: Ombudsman-ATIP-AIPRP-DNDCF@forces.gc.ca 

23.4. Can I make a request online?

At this time, we are not part of the Access to Information and Privacy Online Request system.

23.5. What kinds of information does the Ombudsman Access to Infomation and Privacy (ATIP) office deal with?

The Ombudsman’s ATIP coordinator is responsible for information under control of the Office of the Ombudsman only. 

If your request relates to information held by the Department of National Defence, please contact them.  

If you are looking for military personnel or medical records, please see the information about how to request those specific documents. 

23.6. I’m not sure how to do this – can you help?

If you would like assistance with anything, please call or email and we will do our best to help. 

23.7. Do you contact me to confirm that you received my request?

Yes, we contact all requestors within three business days of receiving a formal request.  We will contact you by email if you have given us an email address, by regular business mail if you have not.  We do this to confirm that we have received your request.  We also let you know the date your request was received, the file number assigned to your request, and our deadline for responding to your request.  If we have any questions about your request, we will also get in touch to clarify.

If you have not heard from us within a reasonable time, given the type of contact information you provided, please contact us.  

23.8. What is involved in processing my request?

When we get a request, we need to make sure that we understand what it is you are looking for, and in some cases, make sure that you are entitled to make the request.  Then we need to make sure that we are the right government department to deal with your request. 

Once all that is clear, we gather all records under our control that relate to your request.  We review everything to determine if it can be released.  If needed, we will consult with other government departments about certain documents, if they have an interest in them.  If information has to be withheld, we will remove it and explain the reason(s) for not releasing it to you. 

Finally, the documents are prepared and sent to you.

23.9. How long will it take to process my request?

We try to respond to requests within the statutory deadline, which is 30 days.  If we are not able to meet this deadline, we will let you know within 30 days of receiving your request.

If there is any reason you need the information urgently, please let us know when you make the request.  We may be able to assist you meet your deadlines.

23.10. Can I get the information I requested by email?

We will do our best to provide information in a format that is convenient for you.  But there are limits to our technical solutions.  The same goes for delivery methods.  Please inform us of any preferences in format or methods of delivery, and we will try to work with you.

23.11. Will I get all of the information I requested?

You may not get all of the information you requested – the Access to Information Act and the Privacy Act both list a number of exemptions and exceptions to the right of access.  It is also possible that we do not have the information you were looking for.  Whatever the case, we will inform you of the results of your request by letter, within 30 days of receiving your request or by the end of any extension period that was necessary.  

23.12. What can I do if I am not satisfied with the way my request was handled?

You can always contact us to discuss anything related to a request.  As well, you may be able to make a formal complaint about the handling of a request to:

23.13. How do I get in touch with the ATIP section?

Mailing address:

Access to Information and Privacy Coordinator,
Office of the Ombudsman for DND/CF
100 Metcalfe, 12th floor
Ottawa ON K1P 5M1

Email: Ombudsman-ATIP-AIPRP-DNDCF@forces.gc.ca 

Telephone: 1-613-992-0787

Toll Free : 1-888-828-3626 

24. Parking

24.1. Does the Department of National Defence (DND) or the Canadian Armed Forces (CAF) have a policy about parking availability and fees on military installations in Canada?

24.2. I work at a military installation in Canada, why do I have to pay for parking and who made the decision?

24.3. How are the parking charges established?

24.1. Does the Department of National Defence (DND) or the Canadian Armed Forces (CAF) have a policy about parking availability and fees on military installations in Canada?

The Department of National Defence and the Canadian Armed Forces have a policy. It is derived from various government acts, regulations and central agency policies. It is based, for example, on the Public Works and Government Services Canada’s (PWGSC) “Custodial Parking Procedures” and the Treasury Board of Canada’s “Policy on Management of Real Property” and the “Accessibility Standard of Real Property”.

For more information about parking policy, contact PWGSC.

Internally, the Defence Administrative Orders and Directives (DOAD) 1004 series provides information on the requirements, management and responsibilities regarding parking at custodial facilities (Crown-owned real property or immovable over which the DND/CAF have full custodianship and administration) and non-custodial facilities (real property or immovable where the DND/CAF are tenants, either crown-owned under custodianship of another department or leased real property).

24.2.  I work at a military installation in Canada, why do I have to pay for parking and who made the decision?

Generally, under the Income Tax Act, the cost associated with the daily commute and parking to work is a personal responsibility and considered a personal expense.

Responsibility for parking within the federal government was delegated by the Treasury Board Secretariat (TBS) in December 1996 to the deputy heads of departments. The Department of National Defence (DND) and the Canadian Armed Forces (CAF) parking policies and instructions must comply with applicable laws and reflect the values promoted by the federal government in the management of program funds, as well as in regard to the proper use of resources and the sound stewardship of real property.

The pay for parking system on military installations in Canada is a result of direction from the Vice Chief of the Defence Staff in 2009 who implemented DAOD 1004-0 and 1004-1 which aligns the CAF with Government of Canada policy. At the local level, the system is being developed under the direction of the Base Commander.

24.3. How are the parking charges established?

Parking charges are set based on fair market value and in accordance with market practices.

Market value is determined by building asset or by vicinity through an assessment of local market conditions, including the cost and availability of commercial and municipal parking, and the practices of other landlords in the immediate vicinity.  In non-central or remote locations, the market value will be deemed to be $0 where there are no commercial or municipal facilities in the vicinity of the building.

Most bases in Canada are located in remote locations where fair market value for parking has been or will most likely be assessed at $0. For Department of National Defence’s (DND) establishments located in commercially developed centres, it should be expected that appropriate charges will be established. 

25. Food Allergies or Sensitivities

25.1 I am having difficulties with accommodation for a food allergy or sensitivity. What can I do?

At this time, Food Services do make an effort to accommodate some dietary restrictions and limitations, such as for vegetarianism or for religious/spiritual reasons, but this does not extend to all requests. There are currently no provisions within the Food Services Manual (available through your chain of command) which support accommodating food allergies or intolerances.

If you are having difficulties with accommodation for a food allergy or sensitivity, we recommend that you first speak with your medical officer. It is possible that your allergy or intolerance is a medical issue that will require a Medical Employment Limitation.

If you have a question or issue, you can contact the Ombudsman’s Office.  

26. The New Veterans Charter

26.1 I have a question about the New Veterans Charter

For all questions related to the New Veterans Charter and the Pension Act , you can contact Veterans Affairs Canada. You can also refer to this helpful infographic on the Veterans Affairs Canada website.

27. Isolated units

27.1. What is the difference between an isolated unit and an isolated post? Why are there such designations?

27.2. What are the criteria for determining an isolated unit?

27.3. What are the criteria for determining an isolated post?

27.4. Who is the authority responsible for designating an isolated unit?

27.5. Who is the authority responsible for designating an isolated post?

27.6. What benefits are members’ dependents entitled to for medically-related travel from an isolated unit?

27.7. What benefits are members’ dependents entitled to for medically-related travel from an isolated post?

27.8. Which locations where Canadian Armed Forces members may be posted are currently designated as isolated units?

27.9. Which locations where Canadian Armed Forces members may be posted are currently designated as isolated posts?

27.1. What is the difference between an isolated unit and an isolated post? Why are there such designations?

There is no formal definition of an isolated unit, nor is there a specific policy which directs how an isolated unit is identified (link).

An isolated post is defined as a location as designated by the National Joint Council. A differentiation exists between these two terms because each has specific associated benefits.

27.2. What are the criteria for determining an isolated unit?

There are no established criteria for designating an isolated unit. However, a common underlying factor for isolated units is the consideration of the availability or accessibility of specialised medical and dental services.

27.3. What are the criteria for determining an isolated post?

To qualify as an isolated post, a location must meet the criteria outlined in the Isolated Posts and Government Housing Directive. In general, the criteria are related to population, climate, and availability of commercial transportation or access by all-weather roads. For more specific details on each criterion, consult the Isolated Posts and Government Housing Directive.

27.4. Who is the authority responsible for designating an isolated unit?

The Minister of National Defence is the authority responsible for designating an isolated unit.

27.5. Who is the authority responsible for designating an isolated post?

The National Joint Council is the authority responsible for designating a location as an isolated post. The driving policy behind the designation of an isolated post is the National Joint Council’s Isolated Posts and Government Housing Directive.

27.6. What benefits are members’ dependents entitled to for medically-related travel from an isolated unit?

Per Compensation and Benefits Instruction, Chapter 209, section 209.992 – Transportation of Dependents – Medical Care and Dental Treatment, a member’s dependant is eligible for reimbursement for the mode of transportation only for travel between the isolated unit and the medical or dental specialist appointment.

27.7. What benefits are members’ dependents entitled to for medically-related travel from an isolated post?

Per Compensation and Benefits Instruction, Chapter 209, section 209.992 – Transportation of Dependents – Medical Care and Dental Treatment, a member’s dependant is eligible for reimbursement for the mode of transportation for travel between the isolated post and the medical or dental specialist appointment, including lodgings, meals, and incidental expenses.

27.8. Which locations where Canadian Armed Forces members may be posted are currently designated as isolated units?

There are currently three locations identified as isolated units where members may serve. These are: 9 Wing Gander, Newfoundland; 4 Wing Cold Lake, Alberta; and Canadian Forces Base Suffield, Alberta. (reference: Ministerial letter, February 27, 2014).

27.9. Which locations where Canadian Armed Forces members may be posted are currently designated as isolated posts?

Per Compensation and Benefits Instruction, Chapter 11 – Isolated Post Instructions, there are currently six locations identified as isolated posts where members may serve. These are: Alert, Nunavut; Iqaluit, Nunavut; Whitehorse, Yukon; Yellowknife, Northwest Territories; Masset, British-Colombia; and Goose Bay, Newfoundland.

Note: other isolated posts not specifically identified in this policy can be found and confirmed within the National Joint Council’s Isolated Posts and Government Housing Directive.

28. Phoenix

28.1. Tax implications of Phoenix payroll issues
(Information from Canada Revenue Agency Website)

Tax implications of Phoenix payroll issues from the Canada Revenue Agency

28.2. Pay Escalation

I have an issue related to Phoenix – who should I contact?

You can consult the GCpedia Phoenix Support Guide for Employees for information on support mechanisms*. This will help you determine the nature of the issue and ensure that you are contacting the appropriate support desk.

SupportQuestionsResolution
Technical Support

For questions related to technical/computer issues including:

  • MyKey not working
  • Cannot log into Phoenix
  • Possible system outage or malfunction
Call your Departmental IT Help Desk
Self Sevice Support

For questions related to Phoenix or Compensation Web Applications including:

  • Error messages when using Phoenix self service (e.g. timesheet entry or schedule updates)
  • How to use Phoenix or access online Phoenix support
  • How to locate/access your tax slip or navigate Phoenix
  • Manager not able to see their employee's account

Phone or Email the Compensation Web Application (CWA) Service Desk

1-866-634-2358
awraide.cwahelp@tpgsc-pwgsc.gc.ca

 

Compensation Support

For questions related to your personal pay or payments owed to you including:

  • Missing or incorrect payments received
  • Pay advice (e.g. promotion or compensation-related matters)
  • When you can expect to receive payments (e.g. increments, overtime)

Email your Departmental Compensation Advisor or the Public Service Pay Centre*

Centredepaye.Paycentre@tpgsc-pwsgc.gc.ca

*All communication submittd by email to the Pay Centre must be accompanied by a Pay Action Request (PAR) form

 *If you do not have access to internal GCpedia content, you can ask your manager to provide this information.

I have a pay issue – what should I do?

The Public Service Pay Centre and Assistant Deputy Minister (Human Resources-Civilian) websites provide information and step-by-step instructions that employees can follow to resolve their pay issues.

Assistant Deputy Minister (Human Resources-Civilian):

http://hrciv-rhciv.mil.ca/en/e-compensation-pay-escalation.page  

This website provides information that is specific to DND civilian employees*. It includes instructions on how to report a pay problem, how to complete a pay action request (PAR), how to request an Emergency Salary Advance (ESA), how to request a priority payment on non-basis pay, how to escalate your pay complaint, how to contact the National Civilian Compensation Support Unit (NCCSU), and how to submit a claim for out-of-pocket expenses related to the Phoenix pay system implementation.

*If you do not have access to the Intranet, you can ask your manager to provide this information

Public Service Pay Centre:

http://www.tpsgc-pwgsc.gc.ca/remuneration-compensation/paye-centre-pay/probleme-paie-pay-problem-eng.html  

This website provides information on service standards and updates to the Pay Centre’s activities, instructions on how to report a Phoenix pay issue, how to claim out-of-pocket expenses, how to repay overpayments and salary advances, how to claim reimbursement for tax advice, and information on year-end and tax slips for 2016.

It is important to follow the pay escalation process in order to ensure that all necessary steps to report and document the pay issue have been completed. It is also advisable to keep a record of all actions taken and individuals involved in the resolution of the pay issue. If you encounter difficulties in accessing any of the steps in the escalation process, do not hesitate to contact our office.

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