EI customer service number — an expert guide for claimants
Why the EI customer service number matters
Employment Insurance (EI) is administered by the Government of Canada through Service Canada. Because EI touches income support, eligibility, overpayments, and appeals, dealing directly with EI customer service is often necessary: to confirm a claim status, to report missing Record(s) of Employment (ROE), or to change banking and contact details. Having the right phone number and the right documents at hand shortens resolution time significantly and reduces the chance of administrative delays that can cost you weeks of benefits.
Customer service is also the gateway to alternate channels — the My Service Canada Account (MSCA) online portal, in‑person Service Canada Centres, and formal reconsideration or appeal processes. Knowing how to access EI phone support, what menu options to choose, and when to follow up in writing will materially improve outcomes, especially during high-volume periods such as the start of a seasonal layoff (September–November) or a public-health-related employment disruption.
Where to find the official EI customer service number
Service Canada publishes the current EI telephone numbers and local centre locations on the federal website. Always use the official pages to get up‑to‑date contact numbers rather than third‑party sites. The primary EI information page is: https://www.canada.ca/en/services/benefits/ei.html and the contact and centre locator tools are accessible from that landing page.
If you need to send documents or correspondence by mail, the central federal mailing address commonly used for Service Canada files is: 140 Promenade du Portage, Gatineau, QC K1A 0J9. For secure online actions — viewing payments, uploading documents, or checking messages — sign in to My Service Canada Account at: https://www.canada.ca/en/employment-social-development/services/my-account.html.
What to have ready before you call
- Social Insurance Number (SIN) — 9 digits. Customer service will request this to verify your identity.
- Claim details: the exact dates you stopped and started work, employer name and payroll contact, and the dates and reason for separation. If you received a Record of Employment (ROE), have the ROE slip or the ROE information available (employer name, last day worked, insurable hours).
- Banking information for direct deposit: transit (5 digits), institution (3 digits), and account number (your bank can provide the exact format).
- Documentation for special EI types: for sickness EI, a medical note showing start/end dates and physician contact; for maternity/parental, expected or actual birth date and supporting paperwork.
- Any prior EI claim numbers, correspondence numbers, and dates of letters or decisions — these accelerate access to your file. Have pen and paper to record confirmation numbers provided during the call.
Being prepared with these items reduces call time. Service Canada agents cannot process changes or payments without verified identity and supporting documents; in many cases they will direct you to upload items into MSCA or to bring originals to an office.
When you call the EI line, an automated menu will guide you to the correct queue: common options include new EI claims, ongoing claim inquiries (payments and reporting), employer/ROE inquiries, and appeals/reconsideration requests. Listen carefully to menu prompts; selecting the wrong option can add substantial wait time. Agents will verify identity and then access your file to provide status, next steps, or to escalate to a specialist if necessary.
Typical reasons for calling include: confirming whether an ROE has been received, asking why a payment was withheld, reporting changes to your availability for work, and requesting a decision reconsideration. For matters involving overpayment or fraud investigation you may be transferred to a compliance unit; document the name and reference number of every agent you speak with and follow up in writing if the issue is complex.
Practical call strategy and timelines
Call early in the morning on weekdays (8:00–10:00 local time) when call volumes are generally lower. Have at least 30–45 minutes available: depending on regional demand, average wait times can vary from under 10 minutes to an hour during peak periods. If the issue is urgent (medical EI, imminent loss of accommodation, or employer delays causing missed pay periods), explain the urgency to the agent and request escalation.
Processing timelines: Service Canada typically processes a complete EI application within a few weeks, but complex files (missing ROE, medical EI requiring documentation, or benefit overpayment reviews) extend that timeline. If an initial decision is unsatisfactory, you can request a reconsideration of the decision — it is best to request it as soon as possible and to provide supporting evidence (employer statements, medical notes) at the time of request.
Alternative channels and escalation
If telephone contact does not resolve your issue, use My Service Canada Account to upload documents and check messages — this is both faster and provides an audit trail. For decisions you disagree with, you have a two‑step appeal pathway: first request a reconsideration with Service Canada (include new evidence), and if still dissatisfied you may appeal to the Social Security Tribunal. Document all deadlines in writing and meet time limits; losing a deadline can forfeit your appeal rights.
Finally, if you require an interpreter, TTY assistance, or accessible services, request these when you call or book them at your local Service Canada Centre. For authoritative, up‑to‑date contact numbers, menu changes, and office hours always consult the official pages at canada.ca rather than relying on social media or secondary sources.
