Sometimes Service Canada writes to ask you for information or documents. It might be about an application you sent, or a check that you still qualify for a benefit you already get, like the Canada Pension Plan (CPP), CPP disability, Old Age Security (OAS) or the Guaranteed Income Supplement (GIS). These letters are normal. Answering quickly is the best way to keep your payments on track.
What it looks like and who sends it
Real Service Canada letters come by mail in a beige or white envelope with the Canada wordmark. The letter names the program, explains what Service Canada needs, and usually gives a date to reply by and an address or way to send documents.
The most common types are:
- “We need more information” after you apply. Service Canada writes when it needs more details or documents to decide your application.
- A review of your eligibility. For example, Service Canada may review a CPP disability benefit from time to time and ask for updated medical and other information.
- A check on your situation. For OAS and GIS, this could be about where you live, time spent outside Canada, your marital status or your income. Service Canada compares some information with the Canada Border Services Agency.
- The yearly GIS letter. Each July, GIS recipients get a letter about their renewal. See our guide to the GIS letter.
What it means in plain words
Getting one of these letters doesn’t mean you did something wrong. It means Service Canada needs to confirm something before it can decide, or keep paying you the right amount.
If you don’t answer, Service Canada may not be able to finish your application or confirm you still qualify, and your payments could be delayed, reduced or stopped. If it later finds you were paid too much, you may have to pay it back.
Do you need to act?
Yes. Every request-for-information letter needs a reply. Use the date in your letter. If there isn’t one, reply as soon as you can. Service Canada says responding quickly helps it process your file faster.
Exactly what to do
- Read the whole letter and list exactly what it asks for.
- Gather the documents. Send clear copies unless the letter asks for originals or certified copies. Keep your originals.
- Answer every question honestly and completely. Service Canada can fine you for false or misleading information, or for leaving information out.
- Send it the way the letter says, by mail to the return address, through My Service Canada Account if offered, or in person at a Service Canada Centre.
- Keep copies of everything you send, and write down the date you sent it.
- If you need more time or can’t get a document, call before the deadline and explain.
For CPP disability reviews
Include new medical information if your letter asks for it. You also need to tell Service Canada if you go back to work, or if school, training or volunteering adds up to more than 15 hours a week for 4 months or longer.
If you disagree with the decision afterward
For CPP, OAS and GIS, you can ask Service Canada to reconsider a decision within 90 days of getting the decision letter. A different employee reviews it. If you still disagree, you can appeal to the Social Security Tribunal.
How to check it’s real
- Look for the beige or white envelope with the Canada wordmark.
- Service Canada warns that fake letters and emails use its letterhead to ask for your SIN, credit card number, bank account number or passport number, supposedly to process a refund or benefit.
- Real letters won’t send you to a website to “verify your identity” by typing in personal information.
- Don’t use a phone number from a suspicious letter. Call 1-800-O-Canada (1-800-622-6232, TTY 1-800-926-9105). An officer can confirm whether a Service Canada investigator is really trying to reach you.
If a call says your SIN is “suspended,” it’s a scam. See our check on that call.
Who to call
- CPP and OAS/GIS: 1-800-277-9914 (TTY 1-800-255-4786), Monday to Friday, 8:30 am to 4:30 pm local time.
- General Service Canada: 1-800-O-Canada (1-800-622-6232).
- To report a scam: Canadian Anti-Fraud Centre, 1-888-495-8501.