How to Get Help

Key terms

Key term	Definition
Cases	Cases are records that are used to track and manage customer communications such as questions or feedback. They are often used in customer service and support processes.
Case management	A new system that allows users to submit, track, and manage support requests directly in the portal.
Case type	A category for selecting the type of case to document in the portal. There are two case types: General and Official communications.
Application Assistance	Cases will be used to track and manage Application Assistance requests: A checkbox in a case will flag client requests for Application Assistance due to an impediment (i.e., disability, illness, lack of access to internet, etc.)

1. How to request support within the portal

1.1 Navigating to the Get Help page

• From the homepage, click the Get Help tile to log a case.

or

• From any other page, click Help in the top menu.

2. Logging a case

2.1 Required fields and information when submitting a case

This is the information you will require to submit a case:

• Click the drop-down menu on the far right to select the topic you need help with:
  • Account
  • Application
  • Funding award
  • Other
• Category: The options in this menu will vary based on the topic you selected above.
• Account: Choose the account you’re requesting help for.
• Subject
• Description
• Attach File: Attach a file if needed to support your request.

2.2 Generating a case number upon submission

• Once you click Submit, you will get a confirmation message.
• The system will automatically generate a case number.

3. Tracking and managing cases

3.1 How to access and view active cases

• From the homepage, scroll down to the Cases.
• Click a case number to open it.
• Alternatively, click View All to open all cases.
• The case status is visible on the far right.

3.2 How to view all open and closed cases

• Click the Recently Viewed Cases drop-down menu.
• Click List View to filter cases (e.g., Open cases).
• Select the Closed status to display resolved cases and Open to display active cases. 

3.3 Checking case status updates and responses

• When you click on a particular case, you will be able to see all the details pertaining to that case.
• You can see the status of the case.

4. Additional help resources

4.1 Accessing contact information and Frequently Asked Questions (FAQs)

To reach the Council or to find answers to common questions:

• Scroll to the bottom of any portal page.
• Click on the Contact link in the footer.
• From the Contact page:
  • Click Call or email us to view the general phone number and email for the Canada Council.
  • Click Inquire about program to find phone numbers and email addresses by program.
  • Click Read the answers to our most frequently asked questions to open the FAQ page.
• On the FAQ page, use the arrow beside each question to expand and view the answer.

4.2 Accessibility support

• Deaf, hard of hearing or TTY users can contact the Council using their preferred Message Relay Service (MRS) or IP relay service.
• The Canada Council also welcomes VRS (Video Relay Service) calls. For more information, please visit the VRS Canada website.

Application Assistance

Application Assistance helps cover the cost of services that support the application or nomination process.

Conclusion

You should now feel confident navigating the portal to access support, submit and track help requests, and find contact information and FAQs. You also know where to find accessibility support resources, including Application Assistance and Access Support, so that you can engage fully with the portal and submit applications.