Service levels

We strive to provide a positive service experience to our clients. With this in mind, we monitor our service delivery times to ensure client expectations are met. Learn more about the Government of Canada pension centre.

We publish service standards to highlight our commitment to transparent management, accountability for results, and client-centered service delivery. Find out our latest results on service standards (Service standard results) and telephone inquiries (How did we do this month).

Note

The timeframes indicated below are service standards 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 necessary to process requests.

Telephone inquiries

Our goal is to answer all calls received through our toll-free number within 3 minutes.

Division of pension benefits

Estimate: Our goal is to process the pension benefits division estimate within 5 business days of receipt of all required documents.

Payment : Our goal is to process the pension benefit division payment within 120 days of the date the application is approved or within 45 days of receipt of all required documents, whichever is later.

Pension benefit options statements

Our goal is to process a pension benefit options statement within 5 business days of receipt of the request.

Pension benefits to retired members

Pension estimate: Our goal is to provide an estimate over the phone immediately (if the required member information is available) or to process a written estimate request within 5 business days of receipt.

Initial payment: Our goal is to process the first pension payment within 45 days of the termination date, if all required documents are received prior to that date. If the required documents are received more than 15 days following the termination date, our goal is to process the first pension payment within 30 days of receipt of all required documents.

Pension benefits to survivors

Initial payment: Our goal is to process the first pension payment to a surviving spouse within 30 days of receipt of all required documents.

Pension transfers

Pension transfer in

Estimate: Our goal is to process an estimate within 60 days from receipt of the client request or 60 days from receipt of all required documents from the other plan administrator, whichever is later.

Pension transfer out

Estimate: Our goal is to process and forward an estimate along with the service and salary records to the other plan administrator within 90 days from receipt of the request from the client; or within 30 days of receipt of all required documents, whichever is later.

Payment: Our goal is to process the payment to the other plan administrator within 90 days from receipt of their transfer amount request.

Return of contributions

Our goal is to process the return of contributions payment within 30 days of receipt of all required documents or within 30 days of the date of termination, whichever is later.

Service buyback estimates

Our goal is to provide an estimate over the phone immediately (if the required member information is available) or to process a written estimate request within 5 business days of receipt.

Transfer value

Our goal is to process the transfer value payment within 45 days of receipt of all required documents or within 45 days of the date of termination, whichever is later.

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