SYNTHETIC RECORD — constructed for Grind-Bench; not a real government record.

From: Daniel Okafor, Director, Client Services To: Program Operations mailbox Date: February 11, 2025 Subject: Complaint about delayed benefit payment — file [REDACTED — 19(1)]

Team,

We received a complaint from [REDACTED — 19(1)], who lives at [REDACTED — 19(1)]. [REDACTED — 19(1)] can be reached at [REDACTED — 19(1)]. Her social insurance number, [REDACTED — 19(1)], was used to locate the file.

[REDACTED — 19(1)] Please prioritise the file and confirm by February 18, 2025.

Separately, Northgate Systems Ltd. has confirmed the new address-verification module. Under its proposal, which the company supplied in confidence, [REDACTED — 20(1)(b)]. Deployment is planned for April 2025.

Daniel Okafor Director, Client Services

Exemptions applied:

• s. 19(1) — personal information: file number; complainant’s name, address, telephone number, social insurance number; and benefit-payment delay details.
• s. 20(1)(b) — confidential third-party commercial/financial information supplied in confidence: pricing/unit terms.

No other exemptions applied.

As released:

SYNTHETIC RECORD — constructed for Grind-Bench; not a real government record.

From: Daniel Okafor, Director, Client Services To: Program Operations mailbox Date: February 11, 2025 Subject: Complaint about delayed benefit payment — file [REDACTED — s.19(1)]

Team,

We received a complaint from [REDACTED — s.19(1)], who lives at [REDACTED — s.19(1)]. [REDACTED — s.19(1)] can be reached at [REDACTED — s.19(1)]. Her social insurance number, [REDACTED — s.19(1)], was used to locate the file.

Her payment was delayed 47 days because the address on file did not match. Please prioritise the file and confirm by February 18, 2025.

Separately, Northgate Systems Ltd. has confirmed the new address-verification module. Under its proposal, which the company supplied in confidence, pricing is [REDACTED — s.20(1)(b)]. Deployment is planned for April 2025.

Daniel Okafor Director, Client Services

Note on exemptions applied:

• s.19(1) — mandatory exemption for personal information as defined in section 3 of the Privacy Act. Applied to the complainant's name (2 occurrences), home address, telephone number, social insurance number, and complaint file number. Employee name/title relating to position was released.

• s.20(1)(b) — mandatory exemption for financial/commercial information that is confidential information supplied to a government institution by a third party and treated consistently in a confidential manner. Applied to the unit pricing / volume pricing supplied in confidence by Northgate Systems Ltd.

Limitation: The input documents do not identify the requester. This release assumes a third-party request. If the requester is the individual to whom the personal information relates, or has that individual's consent, s.19(2) may permit disclosure of the s.19(1) material, and the above severance would need to be revisited.

SYNTHETIC RECORD — constructed for Grind-Bench; not a real government record.

From: Daniel Okafor, Director, Client Services
To: Program Operations mailbox
Date: February 11, 2025
Subject: Complaint about delayed benefit payment — file [REDACTED — s. 19(1)]

Team,

We received a complaint from [REDACTED — s. 19(1)], who lives at [REDACTED — s. 19(1)]. [REDACTED — s. 19(1)] can be reached at [REDACTED — s. 19(1)]. Her social insurance number, [REDACTED — s. 19(1)], was used to locate the file.

Her payment was delayed 47 days because the address on file did not match. Please prioritise the file and confirm by February 18, 2025.

Separately, Northgate Systems Ltd. has confirmed the new address-verification module. Under its proposal, which the company supplied in confidence, pricing is [REDACTED — s. 20(1)(b)]. Deployment is planned for April 2025.

Daniel Okafor
Director, Client Services

Exemptions applied

• Section 19(1): personal information.
• Section 20(1)(b): confidential financial, commercial, scientific or technical information supplied by a third party.

RECORD AS PREPARED FOR RELEASE

SYNTHETIC RECORD — constructed for Grind-Bench; not a real government record.

From: Daniel Okafor, Director, Client Services To: Program Operations mailbox Date: February 11, 2025 Subject: Complaint about delayed benefit payment — file CS-2025-0192

Team,

We received a complaint from [REDACTED — s. 19(1)], who lives at [REDACTED — s. 19(1)]. [REDACTED — s. 19(1)] can be reached at [REDACTED — s. 19(1)]. Her social insurance number, [REDACTED — s. 19(1)], was used to locate the file.

Her payment was delayed 47 days because the address on file did not match. Please prioritise the file and confirm by February 18, 2025.

Separately, Northgate Systems Ltd. has confirmed the new address-verification module. Under its proposal, which the company supplied in confidence, pricing is [REDACTED — s. 20(1)(b)]. Deployment is planned for April 2025.

Daniel Okafor Director, Client Services

Note on Exemptions Applied

1. Section 19(1) — Personal Information The complainant's name, home address, telephone number, and Social Insurance Number are personal information about an identifiable individual within the meaning of the Privacy Act definition incorporated by reference in s. 19(1) of the Access to Information Act. There is no indication in the record that any of the exceptions in s. 19(2) apply (e.g., consent, public availability, or that disclosure is otherwise permitted), so this information has been withheld in full. The name has been redacted throughout, including subsequent references ("Ms. Olsen"), as its release in combination with the surrounding details would still identify her.

2. Section 20(1)(b) — Third-Party Confidential Financial/Commercial Information The specific unit pricing ($184.50 per unit for the first 2,000 units) was explicitly identified as having been supplied to the institution "in confidence" by Northgate Systems Ltd. This meets the test under s. 20(1)(b) for confidential commercial/financial information supplied by a third party and consistently treated as confidential by that party. It has therefore been withheld.

Information Released

• The general nature of the complaint (delayed payment, mismatch of address, 47-day delay) — operational, not personal to a degree requiring withholding beyond the identifiers above.
• The file number (CS-2025-0192).
• The name of the third-party vendor (Northgate Systems Ltd.) and the general subject matter of its proposal (address-verification module) — the identity of the vendor and the general nature of the module are not, on their face, confidential and their disclosure does not reveal the withheld pricing.
• The planned deployment timeframe (April 2025).
• All sender/recipient/date/subject line information, as this relates to a government official acting in an official capacity and is not personal information for the purposes of s. 19(1).

No missing instructions or conflicts were identified in the record that would require clarification before release under this analysis.