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Ministry Status: Activation Status

Drugs and Devices Division

Exceptional Access Program - Telephone Request Service

The Telephone Request Service (TRS) offers authorized prescribers (i.e., physicians or nurse practitioners) another way to submit EAP requests for a group of selected drugs. In most cases, these requests will be assessed in 'real-time'.


The authorized prescribers, i.e., the physician or his/her delegate, who works directly with the physician for routine medical and administrative care of the patient, or the nurse practitioner, may access EAP TRS.


Business hours for TRS are between 8:30 AM to 5:00 PM.


Call 1-866-811-9893 or 416-327-8109 and select the TRS option.

Authorized prescribers, i.e., physicians, nurse practitioners or their delegates, are encouraged to review the TRS reimbursement criteria before using TRS to ensure they have all of the necessary information available during the call. Callers who wish to submit a request for drug products or indications not currently available through TRS will be asked to fax the request.

The caller will be asked a series of questions in order to:

  1. Ensure that the request is being made for a drug and/or indication covered by TRS;
  2. Authenticate the caller;
  3. Obtain relevant patient information; and
  4. Complete the assessment of the request.

If the caller provides all required information, the ministry TRS assessor will inform them whether the reimbursement criteria have been met or if further review is needed. In cases where the assessor is able to make a determination that the request either meets or does not meet the reimbursement criteria, the authorized prescribers, i.e., the physician (or delegate) or nurse practitioner will receive the decision during the call.

A written confirmation will be provided following the call within one business day. If the request is approved, the eligible ODB recipient will be able to fill prescriptions and be reimbursed within one business day.

For any questions or concerns, or if you have comments following use of this service, please contact us:

Exceptional Access Program – Telephone Request Service
3rd Floor, 5700 Yonge St.
North York, ON M2M 4K5

E-mail: EAPFeedback.MOH@ontario.ca
Phone: 1-866-811-9893 or 416-327-8109
Fax: 1-866-811-9908 or 416-327-7526

For More Information

Call ServiceOntario, Infoline at:
1–866–532–3161 (Toll–free)
In Toronto, (416) 314–5518
TTY 1–800–387–5559.
In Toronto, TTY (416)327–4282
Hours of operation: Monday to Friday, 8:30am – 5:00pm

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