In 2001, OPTrust launched a new initiative to survey our pensioners and members asking you to tell us how well we’re doing – and where we can improve. This initiative served as a benchmark to help us track changes in pensioners’ and members’ satisfaction as we work to improve our services.

The initial customer service survey was distributed to more than 2,000 pensioners and members who had contacted OPTrust. Whether it was to ask a question, update their personal information or complete a major transaction such as retiring, pensioners and members were given the opportunity to rate our customer service.

We asked a range of questions, from how prompt our telephone service was and whether our forms and publications were easy to understand, to how quickly the transaction was completed and whether our staff was friendly and knowledgeable. Participants were also asked to rate their overall satisfaction with the service they received.

Since the initial survey, we’ve continued to survey members and pensioners on a quarterly basis to ensure that we’re headed in the right direction in responding to your needs. The survey responses have helped us gauge how well we are serving you.

Increased satisfaction
To date, we’ve surveyed more than 12,000 pensioners and members. Our latest results show that your level of satisfaction with OPTrust has increased in several areas. On average, pensioners and members gave OPTrust an overall satisfaction rating of 7.3 out of 10. In addition, OPTrust’s Member and Pensioner Services staff continue to receive high marks for their courtesy (8.6 out of 10), ability to provide information quickly (8.0), making you feel valued (7.4), providing accurate information (7.9), sensitivity to your needs (7.6) and the ease to reach the appropriate person (7.7).

Pensioners and members also gave a strong rating as to how we keep you informed about your pension. For example, more of you continue to use our Web site as a key resource for information about your pension. As well, 93% of you found our publications useful and informative, again this number has increased since 2001.

Room for improvement
Our research shows you are satisfied with the level of service we provide and on average the numbers have gone up since 2001. There is of course some room for improvement. A key area you mentioned is improving the transaction times. The most common source of dissatisfaction was the length of time taken to complete certain types of transactions, largely those affecting active members, not pensioners. OPTrust is also working on publishing new service standards for 2004 to help improve transaction times and provide you with efficient customer service. Look for these initiatives this year and in 2004.

Looking ahead
OPTrust is already working to improve the turn-around time on the full range of pensioner and member transactions. Going forward, we will continue seeking your input on how we’re doing and what areas need improving. We would like to thank every pensioner who responded to our survey – and encourage those who are contacted in the future to give us their feedback. Your views matter!

As always we welcome feedback anytime. If you have comments or suggestions please contact OPTrust electronically or call (416) 681-6100 or toll-free in Canada 1 (800) 637-0024.
 

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What happens to your OPTrust pension when you divorce, enter into a new spousal relationship or have a spouse for the first time after retirement? Who is eligible to receive a survivor pension and what conditions apply? All important questions you may need answers to if your spousal relationship changes while you’re retired.

Relationship breakdown
If you and your spouse end your marriage, your ex-spouse may be entitled to a portion of your pension accrued during your marriage as part of the equalization process under the Family Law Act. OPTrust must have a certified copy of your domestic contract or the court order requiring the split of the pension to pay the benefit. Pension law will not permit more than 50% of your pension earned during the marriage to be paid to your spouse to equalize assets.

Your spouse will be able to receive the pension benefit payments from the date stated in the court order or domestic contract as long as the date is in the future, if your spousal relationship ends after you retire and you have started receiving a pension.  Pension payments cannot be backdated.

A new spouse
Your new spouse is not automatically eligible to receive a survivor pension under the Plan if you were single or had another spouse when you retired and have subsequently terminated your spousal relationship and have a new spouse.

A pensioner can provide a survivor pension for one spouse only at any one time. The right to a survivor pension is not transferable to your new spouse. Your first spouse, because he or she was the spouse at retirement, would still be considered your eligible spouse. If your first spouse dies before you, you may then apply to provide a survivor pension for your new spouse, however your pension will be reduced to pay for this survivor benefit. It cannot be provided at no cost by the OPSEU Pension Plan.

Spousal relationship after retirement
Your pension's survivor benefits are based on your marital status at the time you retire. If you were single, separated or divorced when you retired, your pension was calculated without a spousal survivor pension component. You can apply for a survivor pension for your new spouse if you obtain a spouse after you retire. You have 90 days from the date of acquiring a spouse (either from a common-law or legal marriage) to inform OPTrust of your new spousal relationship and intent to set up a spousal survivor benefit.

However, if you have an eligible child at the time you acquire a new spouse, your child will be entitled to receive a survivor pension until he or she is no longer an eligible child. You have 90 days from the date on which your child is no longer considered an eligible child to inform OPTrust of your intent to set up a spousal survivor benefit.

Insured benefits
If your spousal relationship ends, your former spouse may not be eligible for insured benefits such as dental, health and hospital insurance. For more information, contact your insurance company.  As a former OPS employee, when you marry or remarry, your new spouse can be set up on your insured benefits. But, if your surviving spouse remarries, his or her spouse is not eligible for insured benefit coverage.

To set up your spouse for benefits, complete the Personal Information Change Request form, available online or by contacting our Member and Pensioner Services staff.

Increased survivor pensions
By law a pension plan must provide a spousal survivor pension of 60% of your CPP-integrated pension to your spouse at retirement. However, you may have provided a higher survivor pension of 65%, 70% or 75%. Any increase in the survivor benefit above 60% is funded by an actuarial reduction to your pension while it is paid. The higher survivor benefit can be cancelled up to one month before your pension starts. Once your pension begins, you no longer have the option to cancel the increased survivor pension.

This means that if your spouse dies before you do, or you and your spouse separate or divorce, you will continue to receive a reduced pension.

Remember, at OPTrust the 60% survivor pension paid to the spouse, who was your spouse at retirement and when you die, is automatically provided – without reducing the pension paid to you during your lifetime.
 

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In early 2002, OPTrust took on the role of lead plaintiff in a major U.S. class action lawsuit against Nortel Networks Corp. As lead plaintiff, OPTrust seeks to recover damages for all investors who purchased Nortel shares over the 16-week class action period in 2000-2001. Our role in the suit is consistent with OPTrust’s interests as a major institutional investor with a long-term stake in the proper functioning of capital markets.

A securities class action can take some time to conclude. The class action complaint was challenged by Nortel in a motion to dismiss, but the Court upheld the complaint. On September 5, 2003, the Court certified this action as a class action on behalf of investors in Canada and the U.S. “Discovery” processes are now underway. This involves the exchange of documents and information under court direction. OPTrust will give updates from time to time in future issues of The Pension Connection.

If you experienced personal losses related to Nortel stock purchases during the 16-week period (between October 24, 2000 and February 15, 2001) covered by the class action lawsuit, please contact Koskie Minksy, OPTrust’s Canadian legal counsel.
Please note: OPTrust will not file individual claims on behalf of members or pensioners.
 

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Some OPTrust pensioners often return to work after retirement, for example they may work in a bookstore or a small business or even return to their former employer. If you’ve decided to return to work, either in a full-time or part-time position, who you work for, may affect your pension.  If you work for an employer who does not contribute to the OPSEU Pension Plan, your pension is not affected. If you are re-employed or engaged by an employer who contributes to the OPSEU Pension Plan, the impact on your pension depends on your salary and whether or not you rejoin the Plan. Please contact OPTrust before you decide to work again for an employer who contributes to the Plan. It is your responsibility to inform a participating employer that you are currently receiving a pension from the OPSEU Pension Plan.

Without Plan membership
Your monthly pension is subject to an earnings ceiling each calendar quarter (e.g., January – March) if you are re-employed or engaged by an employer who contributes to the Plan and you do not rejoin the Plan. Your earnings ceiling is determined by adding the total of your pension income plus your re-employment earnings for the quarter. This amount should not exceed your final pre-retirement quarterly earnings. If your total income in any calendar quarter after retirement is more than your quarterly employment earnings before retirement, we will reduce your pension by the amount you exceed your pre-retirement earnings.

With Plan membership
Depending on the nature of your re-employment and your age, you may have the option or may be required to rejoin the Plan. If you rejoin, your pension stops immediately. While you are making contributions to the Plan, you are accruing additional pension credit so when your employment ends, we will recalculate your pension.

OPTrust will add the additional credit you earned during your re-employment to your previous credit whether you retired under the Factor 80, Factor 90 or the 60/20 provision or age 65. OPTrust then recalculates your pension at the end of your re-employment period to include the additional credit you accrued. However, if you were previously receiving a reduced pension, your new pension amount will be actuarially adjusted to take into account any pension payments you have already received.
 

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OPTrust recently updated its comprehensive plan booklet It’s Your Pension to reflect changes to the OPSEU Pension Plan in 2002.

The revised plan booklet covers the temporary and permanent benefit improvements and the extended contribution reductions implemented as a result of funding gains in the Plan. Temporary plan benefits are highlighted in a separate insert at the front of the booklet.

While the booklet is primarily geared towards plan members, it does cover the permanent features of the Plan from the time a member joins through retirement and survivor benefits.  Other key sections include:

• Pension plan basics
• Re-employment
• Insured benefits
• Inflation protection

Another key feature is the addition of a pocket on the back inside cover. This allows for important forms or other time sensitive material to be inserted.

It’s Your Pension is available online or by contacting our Member and Pensioner Services staff.
 

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The Canada Pension Plan (CPP) provides retirement benefits to individuals who have contributed to it during their employment. Your OPSEU Pension Plan is integrated with CPP, as are many other public and private sector plans.

Integration means that your pension is adjusted to take into account your CPP contributions and benefits. For example, while you are working, your contributions to the OPSEU Pension Plan are reduced to reflect part of the amount you contribute to CPP. When you are retired, the payments you receive from OPTrust are reduced at age 65 for CPP integration.

Here are some common questions and answers about CPP integration.

Question: When does CPP integration happen?

Answer: CPP integration will occur at age 65, even if you take a reduced retirement CPP pension at an earlier age.

Question: What if I die before age 65?

Answer: If you start to receive your pension but you die before age 65 - and you have an eligible surviving spouse who’s entitled to receive an OPTrust survivor pension - the survivor pension will not be integrated with CPP until the date on which you would have turned 65.

Question: How will my pension be affected if I take CPP early?

Answer: You can begin taking your CPP pension as early as age 60 at a reduced rate. If you receive an early CPP pension, it is reduced 6% for every year you are less than 65. In this case, the CPP benefit will be “stacked” on top of your OPTrust pension until you turn 65.

Question: How much will I receive?

Answer: Your CPP pension is based on how much, and for how long, you contributed to the plan over your working life. The maximum monthly pension in 2003 is $801.25. The annual maximum benefits are increased every year to reflect changes in the cost of living.

Question: Will OPTrust be sending out the CPP cheques too?

Answer: No. OPTrust only pays your OPTrust pension. The federal government, through Human Resources Development Canada, makes the Canada Pension Plan and Old Age Security payments.

Question: Does OPTrust make the arrangements with CPP for me to get my cheques?

Answer: No. To apply for CPP you must complete their application forms. The application forms are available from Human Resources Development Canada, Income Security Office (listed in the blue pages of your telephone directory under Pensions), and are quite often available at your local bank or post office, too. CPP suggests that you apply for your pension six months before you wish to receive it so it can be processed on time.

Question: My spouse is also receiving CPP. Will this affect my OPTrust pension too?

Answer: No. Your pension with OPTrust is based only upon your contributions and service credit in the Plan. Your spouse’s income has no bearing on the formula for calculating your pension benefit or your spouse’s survivor benefit.
 

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Are you age 65 or older? Have you applied for your CPP benefits yet? You should be aware of the important deadlines that exist in applying for your CPP benefits.

As many as 21,000 senior citizens have delayed their application for CPP benefits until after their 71st birthday. Under current regulations, Human Resources Development Canada may not make retroactive payments beyond 11 months prior to application, regardless of how much the applicant may have contributed during his/her career. Any change to the 11-month limit could affect the 9.9% contribution rate.
Source: The Buck Report, Buck Consultants May 2003

Be sure to apply for your CPP retirement pension before the deadline. For more information, contact the Canada Pension Plan directly at 1 (800) 277-9914.
 

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The Quarter Century Club Community Service Award

Know someone who’s made an outstanding contribution to his or her community? Well here’s a chance to honour them. The Quarter Century Club (QCC) is looking for nominations for club members and associates, both active and retired, who have made outstanding volunteer contributions to their local communities.

Anyone can nominate a club member (those with 25 or more years of OPS service) or an associate member. Currently, QCC members and associates are with one of the following groups:

• Active OPS employees with 20 or more years of service
• All pensioners with OPTrust or the Ontario Pension Board
• Active GO Transit employees with 10 or more years of service
• Members of LCBO’s 25 year club.

Four awards will be granted to QCC members or associates who have five or more years of continuous volunteer service in the following areas:
1. Local community group, voluntary service organization or public sector institution (e.g. local hospital, school seniors residence, youth residence etc.)
2. Cultural, recreational, social and educational activities at the local, provincial and national level which strengthen community life and/or enhance community participation.
3. Improved service within the public sector, provincially or nationally.

International volunteer service, while not the main focus, will also be given some recognition.

Each year, one individual who has demonstrated outstanding and continuous volunteer service for 20 or more years in anyone or a combination of volunteer areas identified above, or has made a contribution of extraordinary significance to the people of Ontario, will be selected for a lifetime volunteer award.

In addition to a $1,000 or $2,000 cash prize, each recipient will receive a unique glass sculpture. The cash award can be contributed in the recipient’s name to a recognized charitable organization or toward the expenses of a student enrolled in a post-secondary school in Canada.
A QCC member or associate can receive an award only once in their lifetime.

For more information or to obtain nomination forms please contact the QCC office at (416) 325-1333 or toll free at 1-800-561-8657 or online. The office will also verify if an individual is eligible to be nominated. Completed nominations must be submitted to the QCC office by December 31st, 2003.

All OPTrust pensioners are reminded that they can become associate members of the OPS Quarter Century Club simply by contacting the QCC office. Associate members are eligible to participate in all of the insurance plans and other services currently enjoyed by 65,000 members across the province.
 

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Great-West Life Claims for 2002

Don’t forget to submit your Great- West Life claims. All Great-West Life claims for dental and medical coverage for 2002 must be received by Great-West Life on or before December 31, 2003.

Please send your claims directly to:
GREAT-WEST LIFE HEALTH AND DENTAL CLAIMS
P.O. BOX 4076, STATION A
TORONTO, ON M5W 3A3

All 2002 claims received after the deadline will not be reimbursed. You can download forms from the Great-West Life Web site. If you have any questions please contact Great-West Life at 1-800-874-5899 or 416-440-0406.

Please do not send your claim to OPTrust, we cannot guarantee it will arrive before the deadline.
 

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Old Age Security Card

Have you lost your Old Age Security (OAS) Senior’s card? You can now replace your OAS card without any identification but you will need to know your social insurance number (SIN). For more information or to obtain a new card, contact Human Resources Development Canada for service in English at 1(800) 277-9914 (toll-free in North America) or visit their web site.
 

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