Serving Members

Exploration. Innovation. Change.

Our members and OPTrust are facing rapid change and our desire is to be the best in the world. We will do this through exploration, innovation and continuous improvement to keep pace with the changes facing our members. We are privileged to serve our members and want to find even better ways to make the journey to retirement and retirement itself worry-free. We aim to make every interaction with our members remarkable and in 2017 we made major inroads toward that end.

Through our very successful member-direct approach, we were ranked among the top-ten defined benefit pension plans globally, with a service score of 87 out of 100 from CEM Benchmarking Inc., an independent global benchmarking group. At the same time, our members gave us a solid 9 out of 10 as a measure of their satisfaction with the services we provide; rating us on knowledge, dependability, accuracy, courtesy and timeliness.

Delivering Remarkable Service

In 2017, we continued to improve on delivering Annual Pension Statements to members well ahead of the June 30th legislated deadline, adding more relevance to the information we provide. In addition, we delivered just under 37,000 newly legislated Retired Member Statements to retirees and had an opportunity to update spousal and beneficiary information for those retirees whose information had changed. For active members, we delivered on a wide range of services like: pension information sessions, one-on-one counselling for members who visited our offices, webinars, telephone counselling on complex topics like withholding taxes, commuted values, actuarial buybacks and much more. In 2017, we handled higher-than-normal pension transaction volumes. In addition, changes to the government’s post-retirement insured benefits created a large increase in call volumes.

2017 Highlights

top 10

Top 10

CEM global defined benefit service ranking

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satisfaction rate in information sessions

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online transactions

9 out of 10


average member satisfaction score



pension information sessions in different cities and towns


in-person counselling sessions


email notices (reporting and informational items)

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Over $1B

total pension benefits paid

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20 seconds

response time (calls handled)

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member requests received and processed


of member requests processed within service standards


telephone counselling events