Providing excellent customer service is our first priority at OPTrust. In 2005 we made significant improvements in providing our valued members and pensioners with a timely response to their requests. But we are not done yet – we are committed to serving you efficiently by improving the percentage of cases completed within our service standards and improving response times. (In 2004 we focused our efforts on eliminating the backlog of member and pensioner requests that had persisted for many years.)
The graph below illustrates the number of cases completed within our service standards in 2004 and 2005.
The table below shows the average time it now takes to complete various service requests.
Service Request
Service Standard
Retirements
18 days
Terminations
24 days
Pension Quote
9 days
Buyback While on Leave of Absence
21 days
Buyback After Leave of Absence
15 days
OPB Transfer Out
28 days
OPB Transfer In
105 days
Understanding our service standard times
Service standard times for a service request include OPTrust’s processing time, plus getting information from all employers who help complete the request by providing or confirming crucial data about your requests. Please note that our service standards do not include the time it takes external parties, such as other pension plans, financial institutes and the Canada Revenue Agency, to do their part in processing a service request.
More Customer Service Facts:
Telephone Statistics
2005
Total Calls received by Member and Pensioner Services
48,323
Total Calls Answered
47,447
Percentage Answered
98%
Average Time to Answer
11 seconds
Average Time Per Call
2.9 minutes
E-mail
We respond to general questions in less than 24 hours. Feedback from members and pensioners who have used our secure Online Services indicates that they greatly appreciate how quickly we respond to their e-mails.
