Operational Service Levels

About Public Service Pension Centre.

*The timeframes indicated in this document are service levels set by the Pension Centre. However, it must be recognized that there will be occasions when circumstances beyond their control will result in longer periods of time being necessary to process the request.

1. Initial Pension Payments to Annuitants

1. When the documentation required to pay the pension has been received prior to the termination date or within 15 days following termination, the first pension cheque will be issued within 45 days of the termination date.
2. When the essential retirement documents are received more than 15 days after the termination date, the first pension cheque will be issued within 30 days of receipt of the final required documents.

2. Initial Payments to Survivors

Initial payment to a surviving spouse will be paid within 30 days of receipt of the required documentation.

3. Return of Contributions

Payment is issued within 30 days of receipt of all required documentation or within 30 days of the date of termination, whichever is later.

 

4. Supplementary Death Benefits payment

Death-in-service: Payment will be issued within 72 hours (three working days) of receipt of all required documentation.

5. Transfer Value payments

The Transfer Value payment will be issued within 45 days of receipt of all required documentation or within 45 days of the date of termination, depending upon whichever is later.

6. Division of Pension Benefits

1. Telephone inquiries: Messages will be returned within 48 hours (2 working days) from the time the call is received.
2. Estimates: Five business days is the service standard for the provision of a Division of Pension Benefits' estimate from the date of receipt of all required documents.
3. Division payment: The Division payment will be processed within 120 days of receipt of an approved application or within 45 days of receipt of all required documents.

7. Telephone Inquiries

Telephone messages received in Client and Employer Advisory Services will be returned within 48 hours (two working days) of initial call.

 

8. Pension Transfer Services

PTA In Transfer Process

• A Pension Transfer estimate (Appendix B/B1) will be forwarded to the employee within three months from receipt of the completed Request for Transfer Estimate (Appendix A/A1) and service and salary records from the other plan administrator, or within 30 days from receipt of the required documentation/data, whichever is later.
• The payment demand letter will be forwarded to the other plan administrator within 45 days from the date of receipt of the completed portion of the Request for Transfer of Service Credits (Appendix B/B1) by the employee, or receiving all required documentation/information, whichever is later.

PTA Out Transfer Process

• The relevant portions of the Request for Transfer Estimate (Appendix A2) along with service and salary records will be completed and forwarded to the other plan administrator within three months from receipt of Appendix A2 from the employee, or within 30 days of receipt of all relevant information from other process stakeholders, whichever is later.
• The payment to the outside employer will be sent within three months from date of receipt of the Request for Transfer of Service Credits (Appendix B2) signed by the employee and the notification of the Transfer Amount by the employer.

9. Request for Estimate of Cost to Buy Back Prior Service (Prospective Members Only)

Provide an estimate within 5 business days from receipt of the request.

10. Naming of a Beneficiary

Validate a naming of a beneficiary form for Supplementary Death Benefit form (PWGSC-TPSGC 2196), within 5 business days of receipt of the designation card, or issuance of the Notification of Plan Membership (form PWGSC-TPSGC 2018) to the member, whichever is later.

11. Spousal/Dependent Benefit Estimates

Provide plan member with a pension estimate for survivors/dependents within 5 business days from receipt of member's request.

12. Estimate of cost for service buyback

Provide immediate answer of service buyback information and estimates requests by phone, based on the information available, to the plan member.

13. Estimate of cost for the reinstatement of transfer value service

Provide an estimate of cost for transfer value reinstatement within 60 days of the issuance of the Notification of Plan Membership (form PWGSC-TPSGC 2018)

14. Balance of arrears owing

Provide plan member the balance owing on arrears for service buyback within 60 days of request.