Toronto senior Debbie Westfall applied for government support through the Old Age Security (OAS) program months before she turned 65. She knew she would rely on it. But after Service Canada allegedly entered in the wrong year on her file, Westfall was left without funds for months and nearly faced eviction.
Westfall and her case manager, Max Kelly from her retirement home, contacted Service Canada numerous times, spending hours on the phone, they told CBC News. After the news outlet reached out to Service Canada following Kelly’s calls, the agency finally contacted Kelly and Westfall’s funds were deposited in her account.
Service Canada told CBC in a statement that it is committed to “ensuring seniors receive the benefits to which they are entitled, and a number of measures are in place to identify and assist clients in accessing them.”
"I was so overwhelmed, I could never have done this on my own. I am so relieved to have money for rent and food," Westfall said via her case manager.
The OAS program — helpful but not perfect
OAS is a government pension issued by the Canadian government for seniors that are aged 65 and older. Service Canada typically enrolls eligible seniors in the program before they turn of age automatically, though some applicants may need to apply themselves. Citizens who are eligible will receive monthly payments of up to $734.95 dollars until the age of 74, with that figure increasing to $808.45 when they are over 75.
While the program is a huge financial boon for retirees, Westfall’s nightmare is putting the spotlight on it, but experts have had their doubts before this incident.
John Stapleton from the National Institute on Aging has seen cracks in the OAS program while researched it closely for years. "This is a program that’s had many Band-Aids put on it over the years. It’s generally a very generous program, and it’s a program that is looked up to by a lot of Canadians, but at the same time it has complexities that have been added on over the years," he told CBC.
Stapleton isn’t alone in his concerns. Canada’s Auditor General, Karen Hogan, uncovered some concerning facts about the assistance program after a rigorous audit. She and her team found that the department responsible for OAS — Economic and Social Developments Canada — could not show how the amount of funds given to seniors were sufficient for their “financial security” given inflationary factors specific to the demographic.
Yes, OAS and Service Canada have their issues. So what can you do if you face a situation like Westfall’s?
How to deal with Service Canada delays
If you’re ever in Westfall’s shoes, the worst thing you can do is wait. As her story shows, facing Service Canada delays requires a commitment to communication: her case manager made over a dozen calls.
If you aren’t getting any traction through the Service Canada number you can also try reaching them through their eService Canada Request Form. The OAS contact page states that a representative should contact you within two business days. Additionally, you can also head to a local Service Canada branch to resolve the issue in person. Make sure to bring two pieces of valid ID and all supporting documentation to show the issue (e.g. bank statements showing lack of funding).
If all else fails and you’re at the end of your rope, getting your story out into the world can potentially move mountains. It worked for Westfall.
Preparing for old age with OAS concerns looming
While OAS is a great program to help seniors, cracks are showing both financially and administratively. Here are some tips to help you navigate retirement and senior living if you’re concerned about government benefits:
- Utilize multiple income streams. Canadians have a wide array of retirement income options, from TFSAs to RRSPs and even investment accounts. If you can, don’t rely on just government benefits to stay afloat.
- Consider delaying retirement. If you need to bolster your retirement savings to not rely solely on OAS, there’s nothing wrong with delaying retirement to invest your hard-earned cash.
- Get expert help. Sometimes, getting an outside opinion from a financial advisor can make all the difference. They can help you see the big picture and plan for retirement in a way that is manageable and fits your timeline.
With age comes wisdom
Preparing for the major transition into old age and retirement isn’t easy, financial considerations aside. Though government programs can provide security for Canadian seniors, Westfall’s nightmare shows that solely relying on government programs can create huge headaches if things go wrong. Instead, work to create your own retirement fund to buttress any government benefits you receive.
If you do that, you’ll be relying on someone you can trust — yourself.
Sources
1. CBC News: ‘Overwhelmed’ Toronto senior nearly evicted as a result of Service Canada error with old age benefit, by Talia Ricci (Jun 30, 2025)
2. Office of the Auditor General of Canada: Employment and Social Development Canada not using available information to determine if programs are meeting seniors’ needs (Dec 2, 2024)
3. Government of Canada: eServiceCanada – Service Request Form
This article provides information only and should not be construed as advice. It is provided without warranty of any kind.
