Operational Service Goals

*The timeframes indicated in this document are service levels set by SPTCSS. 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 document.

2. Initial Payments to Survivors

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

3. Returns of Contributions

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

4. Supplementary Death Benefit 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 date of termination, whichever is later.

6. Pension Benefit Division

1. Telephone Inquiries: Messages will be returned within 48 hours (2 working days) from the time call is received.
2. Estimates: Five business days is the service standard for the provision of a PBDA estimate from the date of receipt of all required documents.
3. Division payment: The PBDA 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

• SPTCSS will forward a Pension Transfer estimate (Appendix B/B1) 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 required documentation/data, whichever is later.
• SPTCSS will forward the payment demand letter 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

• SPTCSS will complete and forward the relevant portions of the Request for Transfer Estimate(Appendix A2) along with service and salary records 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.
• SPTCSS will send the payment to the outside employer 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.