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Service Delivery Standards
Our Commitment to You
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posting date Updated: October 2017 print page Print this page Email link to page Email the link

We work to handle your service request in a timely manner. To see an explanation of each service request, click on the topic.

Buyback while on leave of absence 5 business days
OUR STANDARD RESPONSE TIME
5 business days
EXPLANATION
Five (5) days
from when we receive your request.
HOW WE DID (Q3 – 2017)
96%
completion rate
Enrolment 5 business days
OUR STANDARD RESPONSE TIME
5 business days
EXPLANATION
Enrolment and welcome email within
five (5) business days
of confirmation from your employer
HOW WE DID (Q3 – 2017)
100%
completion rate
Retirement 30 days before pension effective date
OUR STANDARD RESPONSE TIME
30 days before
pension effective date
EXPLANATION
Based on requests made at least
three (3) months
before retirement date
HOW WE DID (Q3 – 2017)
100%
completion rate
Termination options statement (quote) 15 business days
OUR STANDARD RESPONSE TIME
15 business days
EXPLANATION
Within
15 days
of whichever is later:
i. OPTrust receives notice of your membership termination

or

ii. OPTrust receives your final contributions
HOW WE DID (Q3 – 2017)
83%
completion rate
Transfer to the Ontario Pension Board (OPB) 5 months
OUR STANDARD RESPONSE TIME
5 months
EXPLANATION
Step 1

We process your transfer within 10 days of whichever is later:

i. OPTrust receives notice of your transfer to OPB,

or

ii. OPTrust receives your final contributions.

Step 2

We then send you confirmation of the pension service transfer, dollar amount and when OPB will be paid.

There is a payment window of up to four (4) months, after the confirmation is sent to you.
HOW WE DID (Q3 – 2017)
95%
completion rate
Transfer to other pension plans 6 to 18 months
OUR STANDARD RESPONSE TIME
6 to 18 months
EXPLANATION
The two plans exchange information and perform calculations before a transfer can be completed. Most take about
one (1) year
to complete.
HOW WE DID (Q3 – 2017)
100%
completion rate