PURPOSE

The Civil Service Superannuation Board (CSSB) is committed to providing members with timely and accurate information and excellent service. If you have concerns about how information or plan rules were applied to your pension or insurance benefits, you can use the dispute resolution process outlined in this policy.

SCOPE

This process may be used by members or any person eligible, or potentially eligible, to receive benefits through the Civil Service Superannuation Board including the spouse, common-law partner, executor and/or beneficiaries of a member.

Plan rules are set out in governing legislation and regulations including, but not limited to, The Civil Service Superannuation Act, The Pension Benefits Act, and The Income Tax Act (Canada). In situations where legislation is unclear or silent the CSSB follows internal policies, where available.

You cannot use this process to suggest a change to a pension or insurance plan rule. If you disagree with a plan rule, you can write to the Superannuation and Insurance Liaison Committee and the Board about your concern. The Committee and Board may not be able to act immediately on the issue you raise.

The CSSB and Board may decide to take no further action in respect of a dispute that is vexatious, frivolous or made in bad faith. In such cases you will be advised in writing of the reasons for reaching that decision.

DISPUTE RESOLUTION PROCESS

If you have questions about the Civil Service Superannuation Fund, the Group Insurance Plans, or other plans administered by the CSSB, our employees are available to help. Most inquiries can be resolved by contacting us by phone or email.

On occasion, members may wish to pursue their concerns further.

Initial Step: Informal review

Our goal is to achieve early and informal resolution. Within 60 days of the information or decision being communicated to you by the CSSB, you may contact us with your concern or the issue you would like to dispute under this policy. To ensure we can follow up appropriately, we will need the following information:

• Your name, address, phone number and PIN if applicable.
• A description of the CSSB decision or information being disputed.
• The reason for disputing the decision, and any relevant facts.
• What action you are asking the CSSB to take.
• Copies of any supporting documents.

Once you have shared this information, we will follow up with you to acknowledge receipt.

Our staff may ask questions to make sure they fully understand your concern, and any necessary background or context. How long the review takes can vary depending on the fact-finding process and the level of review of plan terms and administrative policies that may be required. We commit to keeping you informed throughout our review.

Once complete, you will receive a written response that summarizes the outcome of the review. In some situations, our staff will recommend bringing the issue for formal review by CSSB management.

If you are not satisfied that we resolved your concern at this step, or you want to request a formal review by management, please consult Step 2 of the resolution process.

 Step 2: Formal review by management

Your request for formal review must be submitted within 60 days of the information or decision being communicated to you by the CSSB, or within 60 days of when CSSB staff provided a response as part of the informal review process in the initial step.

When submitting a concern or dispute for formal review, you will need to provide the following in writing by letter, email, or upload through our secure server:

• Your name, address, phone number and PIN if applicable.
• A description of the CSSB decision being disputed.
• The reason for disputing the decision, and any relevant facts.
• What action you are asking the CSSB to take.
• Copies of any supporting documents.

Once you have shared this information, we will follow up with you to acknowledge receipt.

At this stage, the disputed issue is evaluated by CSSB management. CSSB management will review the information you send, as well as any relevant background information on file, and may need to ask you questions to make sure we fully understand your concern, and any necessary background or context. We may seek assistance from legal, actuarial, or other experts.

After consideration of the material and all relevant information, management will confirm, reverse, or amend the decision. We will notify you of the decision, including a brief explanation of the basis for the decision. At their discretion, management may instead escalate the issue to Step 3 in the process.  We commit to keeping you informed throughout our review.

Step 3: Appeal to the Board

If you are not satisfied after the CSSB management review and written response, you can submit an appeal in writing to the Board. Your request to appeal must be submitted within 30 days of when CSSB senior management provided a response as part of the formal review process in Step 2.

Appeals to the Board are heard through written submissions. The Board uses a de novo process, deciding the matter afresh, based on the evidence and submissions provided as part of the process. You will be provided with additional information on how the appeals process will work, including any timing requirements for written submissions. Copies of all documents and submissions provided to the Board will be shared with all parties, and you will have an opportunity to reply to information provided.

The Board will conclude the appeal step by sending you a letter advising of the outcome. There is no further right of appeal within the CSSB. If you are not satisfied with the decision of the Board, you may contact the Office of the Superintendent – Pension Commission.

REPRESENTATION

Although the process is designed for you to use on your own, you may choose to have someone act on your behalf. Choosing to have someone act on your behalf does not change the dispute resolution procedures; appeals will still be heard by written submission. The CSSB will not reimburse any costs you incur by having another person act on your behalf. You may seek the advice of legal counsel or other experts at your own expense.

ACCESSIBILITY

If you need arrangements to make it easier for you to participate in the dispute resolution process, let us know as soon as possible. We’ll accommodate your needs related to a disability or other grounds set out in the Manitoba Human Rights Code to the extent reasonably possible.

TIME LIMITS

There are circumstances that may justify an extension to the time limits described in this policy. The CSSB will evaluate the circumstances and may grant a time limit extension if there is reasonable justification.