The Customer Contact Centre is currently experiencing elevated wait times due to a seasonal increase in call volume. To help reduce the impact of these high‑volume periods, several initiatives are underway:

• Capacity enhancements: Additional bilingual agents are being hired across multiple locations.
• Training initiatives: Cross‑training efforts are expanding in‑house capability and improving scheduling flexibility.
• Efficiency improvements: Ongoing process enhancements are aimed at reducing average handle times while maintaining service quality and customer satisfaction.

Additional mitigation strategies—including overtime, cross‑functional support, and student staffing—continue to be used to help manage peak‑period demand. These combined efforts are intended to stabilize service levels as call volumes return to normal.

An apology is extended for any inconvenience these delays may cause for members.

Members are encouraged to use their GS+ accounts for self‑service options. You can also find answers to any FAQs through the GS+ Help Centre.