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Fair Practices Office
The Fair Practices Office (FPO) is a small, dedicated team of employees who provide assistance to customers who feel they’ve hit a major roadblock with SGI. If you have exhausted all other avenues in talking with SGI and are still unsatisfied, you should contact the FPO.
The FPO operates at arm’s length from SGI management and operations. FPO specialists are mandated to receive, investigate and, to the extent possible, resolve inquires and/or complaints about SGI claim settlements, products, programs and processes.
FPO specialists strive to ensure SGI decisions are reached fairly, and that they are consistent with the provisions of legislation and regulations applicable to SGI. The FPO and its specialists do not have the authority to:
- make or change decisions
- set aside a law or policy
- investigate claims on behalf of customers who are represented by legal counsel
- investigate any issues having to do with human resources, including issues arising under SGI’s Collective Bargaining Agreement
General inquiries
Customer Service Centre – 1-800-667-9868.
Claims process
Customers should raise any concerns with the person working on their file (Adjuster, Personal Injury Representative, etc.) and/or that person’s supervisor.
Appeal process
Customers unhappy with a decision made by SGI can learn more about appeals for different programs by calling the Customer Service Centre at 1-800-667-9868.