Continuing to serve you
March 16, 2020
Updated on March 27, 2020
Updated call service hours
For the past several weeks our team has hunkered down, is practicing social distancing and working from home.
We’re keeping a close eye on calls to ensure we maintain the same level of quality you expect from us.
We’re also adjusting our telephone hours to align with when you call us.
As of Monday, March 30, our telephone lines will be open 9 am to 4:30 pm, Monday to Friday, until further notice.
Updated on March 23, 2020
A message from our Chief Pension Officer
At Ontario Teachers’, the health and well-being of our members, employees and partners remain our top priority. We take our responsibility as a global citizen seriously, and we’re committed to doing our part in the worldwide effort against the spread of COVID-19.
To protect you and our employees, we’re taking preventative measures, including social distancing, while ensuring we have a comprehensive plan in place to carry out our normal business activities, including paying pensions. We’ve also taken these steps:
- Our in-person annual general meeting has been cancelled. We’ll have a digital offering available instead. Please sign up to receive a link to the digital content when it’s available.
- Most of our employees are working remotely as a precautionary social distancing measure. Only a small group of employees are onsite.
- All in-person interviews with our Pension Benefits Specialists have been cancelled and will be rescheduled or moved to online/telephone meetings. If you have special needs, please let us know and we’ll do our best to help you navigate through this time.
As always, our contact centre team is available to help. If you have questions about your pension benefits, email email@example.com or call 1-800-668-0105, Monday to Friday, 8:00 am to 5:30 pm.
While you may experience slower than usual response times, rest assured we’re committed to providing you with the best service we can. Please help us expedite service by using our self-serve channels, where appropriate. You can also access your online account, anytime, anywhere.
Long-term results matter most
Many of you will be wondering what impact recent market turmoil will have on your pension. It’s important to remember:
- long-term performance counts for pension plans, and
- your pension is part of a defined benefit plan.
Unlike RRSPs or defined contribution plans, pensions paid under a defined benefit plan are based on a formula of service and salary, not on the fund’s value on the day a person retires. This means we’ll continue to pay pensions each month.
Here for you, when you need it
Our priority is to serve Ontario’s teachers and will remain so during these uncertain times. We have rigorous processes in place to manage the rapidly changing global situation and a team dedicated to serving your needs.
We understand this is an uncertain time for everyone. You probably have a lot on your mind, and we want to remind you we’re here for you, when you need us.
Chief Pension Officer
March 16, 2020
The health and safety of our members and employees always come first.
At this time, our Toronto office is open with a minimal number of employees onsite. Our remaining employees are working remotely as a precautionary social distancing measure to ensure the health and wellbeing of our people, and to help reduce community spread of COVID-19.
Rest assured that we have a comprehensive plan in place to ensure we maintain essential business functions and services, including pension payments.
In light of COVID-19, we respectfully ask that you don’t come to our office for an in-person interview. If you have special needs, please let us know and we’ll do our best to help you navigate through this time.
As always, our contact centre team is here to help. If you have questions about your pension benefits, email firstname.lastname@example.org or call 1-800-668-0105, Monday to Friday, 8:00 am to 5:30 pm. You can also access your online account, any time, anywhere.
Based on the information we have at this time, there should be no effect on your pension. As long as your employer continues to pay your salary during this time, the time will count as pensionable service, which means you’ll continue to receive credit.
Check back for updates
We’ll continue to monitor this situation. Updates will be posted to this page and on Facebook. Please bookmark this page for your convenience.