MEP – Case officers

Single contact

Case officers will be the clients’ single point of contact in the program, instead of having multiple staff working on their file.

This new approach has been guided by our clients’ feedback and will be piloted for 18 months.

To fully explain this change, we’re sending each client a letter.

If you have not received your letter, check to see that we have your correct mailing address:

1. Log into your MEP Accounts Online
2. Verify your contact information
3. Update it if necessary

Contact your case officer

You can contact your designated case officer by:

• phone
• email
• fax
• mail

Phone

MEP Main Line
Phone: 780-422-5555
Toll free: 310-0000 before the phone number (in Alberta)
Hours: 8:00 am to 11:00 am and 12:00 pm to 4:00 pm (Monday, Tuesday, Thursday and Friday) and 9:00 am to 11:00 am and 12:00 pm to 4:00 pm (Wednesday)

For specific actions on your file

1. When prompted, press ‘3’.
2. Log in with your file number and PIN.
3. Press ‘0’ to be transferred to your case officer.

If you don't know your file number and PIN

When asked for your file number, press ‘0’ followed by another ‘0’ to be transferred to our Client Services Centre.

For general info and basic file inquiries

When prompted, press ‘0’ to be transferred to our Client Services Centre.

Email

If you're a registered client with MEP, log in to MEP Accounts Online to email us.

How to register

Fax

780-401-7575

Note: Sign your fax and include your 7-digit MEP file number.

Mail

Maintenance Enforcement Program
Family Support Order Services (FSOS)
7th Floor, John E. Brownlee Building
10365 97 Street
Edmonton, Alberta  T5J 3W7

Note: Sign your letter and include your 7-digit MEP file number.

Changing your case officer

MEP will only reassign a client’s file to a different case officer if the current case officer determines a conflict of interest due to a personal relationship with the party on their file. For example, the client is the case officer’s cousin’s spouse.

Case officer responsibilities

Your case officer will respond to your phone calls, emails, faxes and letters. They will assist you by taking specific actions on your file. Examples of these actions include:

• discussing collection actions on your file
• negotiating your payment arrangement
• obtaining information on your payments that have not been released
• getting more information about a decision made on your file.

General info and basic file inquiries

If you have a general inquiry, you will receive faster service by contacting the Client Service Centre. This is for information such as:

• general program information
• basic file information – status and updates
• form and document requests

Get help with these inquiries

Contact

Connect with the Maintenance Enforcement Program.