At OPTrust, we are committed to providing timely and efficient service for all your requests. Our published service standards represent the goals we strive to achieve, ensuring transparency and accountability in our operations. While we aim to meet these standards consistently, there are times when other demands, such as work related to Bill 124, may impact our ability to do so. Nevertheless, we believe in sharing our performance results with you, so you can see how well we meet these standards. Below you will find detailed explanations of each service request and our performance metrics or click on the topics on the side for more information.
Buyback while on leave of absence
15 business days
Our Standard Response Time | Explanation | How We Are Doing in 2024 |
|---|---|---|
15 business days | Fifteen (15) days from when we receive your request. | 21% completion rate |
Enrolment
5 business days
Our Standard Response Time | Explanation | How We Are Doing in 2024 |
|---|---|---|
5 business days | Enrolment within five (5) business days of confirmation from your employer | 100% completion rate |
Retirement
30 days before pension effective date
Our Standard Response Time | Explanation | How We Are Doing in 2024 |
|---|---|---|
30 days before pension effective date | Based on requests made at least three (3) months before retirement date | 100% completion rate |
Termination options statement (quote)
30 business days
Our Standard Response Time | Explanation | How We Are Doing in 2024 |
|---|---|---|
30 business days | Within 30 days of whichever is later: i. OPTrust receives notice of your membership termination or ii. OPTrust receives your final contributions | 96% completion rate |
Transfer to the Ontario Pension Board (OPB)
5 months
Our Standard Response Time | Explanation | How We Are Doing in 2024 |
|---|---|---|
5 months | 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. | 37% completion rate |
Transfer to other pension plans
6 to 18 months
Our Standard Response Time | Explanation | How We Are Doing in 2024 |
|---|---|---|
6 to 18 months | The two plans exchange information and perform calculations before a transfer can be completed. Most take about one (1) year to complete. | 38% completion rate |