Pension Centre – Service Levels

The Government of Canada Pension Centre strives 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.

*The timeframes indicated below 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 necessary to process requests.

Telephone Inquiries

Our goal is to answer all calls received through our toll-free number within 180 seconds.

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 calendar days of the date the application is approved or within 45 calendar 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 Members

  • Pension Estimate: Our goal is to provide an estimate (member or spousal/dependent benefit) over the phone immediately (if the required member information is available) or to process a written estimate request within 5 business days of receipt.
  • Termination Benefit Package: Our goal is to provide the Termination Benefit package within 5 business days of receiving the request.
  • Initial Payment: Our goal is to process the first pension payment within 45 calendar days of the termination date, if all required documents are received prior to that date. If the required documents are received more than 15 calendar days following the termination date, our goal is to process the first pension payment within 30 calendar 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/dependent within 30 calendar days of receipt of all required documents.

Pension Transfers

  • Pension Transfer In
    • Estimate: Our goal is to process an estimate within 60 calendar days from receipt of the client request or 60 calendar 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 calendar 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 calendar days from receipt of their transfer amount request (assuming all required documents have been received).

Return of Contributions

Our goal is to process the return of contributions payment within 30 calendar days of receipt of all required documents or within 30 calendar 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 calendar days of receipt of all required documents or within 45 calendar days of the date of termination, whichever is later.

Client Concern Escalation Process

The goal of the Government of Canada Pension Centre is to ensure that members of the RCMP Pension Plan, which is governed by the Royal Canadian Mounted Police Superannuation Act (RCMPSA), receive accurate and timely information concerning their pension and benefits. The Pension Centre staff successfully responds to thousands of inquiries from active plan members each year. There are occasions, however, when a plan member may request a further review and/or clarification of an unfavorable decision.

The Pension Centre has an internal client concern escalation process, which ensures that if the employee responsible for the case cannot resolve a concern, it is automatically raised to the next level for consideration. This ensures that another staff member reviews every concern and that issues are raised to management's attention when requested or warranted. Where appropriate, management will intervene to expedite the processing of a case and, if necessary, policy and legislation officers will be consulted to ensure the proper application of plan rules.

The steps below are followed, as warranted:

  1. The plan member's file and related documentation is automatically transferred to the next level of authority for consideration.
  2. The inquiry is raised to the attention of management.
  3. Policy and pension experts from Public Works and Government Services Canada (PWGSC) and the RCMP National Compensation Services are consulted to ensure full compliance of the RCMP Pension Plan policies and procedures.

Should you have inquiries throughout any stage of this process, you may write to the Pension Centre at the following address:

Public Works and Government Services Canada
Government of Canada Pension Centre - Mail Facility
150 Dion Boulevard
PO Box 8500
Matane QC G4W 0E2