Service Delivery Standards
Our Commitment to You
Updated: March 2022
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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 15 business days
OUR STANDARD RESPONSE TIME
15 business days
EXPLANATION
Fifteen (15) days
from when we receive your request.
HOW WE DID IN 2021
29%
completion rate Enrolment 5 business days
OUR STANDARD RESPONSE TIME
5 business days
EXPLANATION
Enrolment within
five (5) business days
of confirmation from your employer
HOW WE DID IN 2021
98%
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 IN 2021
98%
completion rate Termination options statement (quote) 30 business days
OUR STANDARD RESPONSE TIME
30 business days
EXPLANATION
Within
i. OPTrust receives notice of your membership termination
or
ii. OPTrust receives your final contributions
30 days
of whichever is later:i. OPTrust receives notice of your membership termination
or
ii. OPTrust receives your final contributions
HOW WE DID IN 2021
96%
completion rate Transfer to the Ontario Pension Board (OPB) 5 months
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.
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.
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 IN 2021
37%
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 IN 2021
67%
completion rate