OSPC - FAQS - Overview of Manitoba Pension Laws
Service Standards
The Office of the Superintendent Pension Commission's Mission
To provide its clients: employers, plan members and pension industry in general, with consistent, accurate, timely, knowledgeable, and non-biased interpretative information in the application and enforcement of The Pension Benefits Act of Manitoba.
Purpose of Service Standards
Service standards are needed to ensure client satisfaction with the services provided and to assure the ongoing maintenance of a high standard of service delivery. The Office of the Superintendent - Pension Commission (OSPC) Service Standards are designed to ensure that the OSPC will continue to provide our clients with a service which they value by:
- Providing a measure by which the quality of the services provided by the OSPC may be judged by those receiving the services and;
- Providing the staff of the OSPC with objective standards to be observed in carrying out their responsibilities.
- Providing opportunity to review problems.
OSPC Service Standards
Timeliness
The following constitutes the time frames clients may expect:
Telephone Enquiries
Whenever possible, staff will return a phone call on the day the call is received. When not possible, the call will be returned on the next working day.
Written Enquiries
Staff will respond to a general enquiry, in writing when necessary, or orally, within 10 working days from receipt of the initial request.
Should staff require more time to review and research the enquiry, the client will be advised and an estimated date of response will be communicated to the client accordingly.
Legislation & Enforcement
Legislation will be applied in accordance with The Pension Benefits Act of Manitoba and associated regulation.
Interpretative services will be concise and appropriate to our clients' information needs.
Interpretative services and legislative enforcement will be communicated to our clients.
In writing on complex or significant matters, and/or, orally on routine or minor matters.
Courtesy
Every client is important and is entitled to courtesy and consideration from OSPC staff all times.
Staff will have a current knowledge of The Pension Benefits Act of Manitoba, as well as the legislation of other jurisdictions.
Consultation with other jurisdictions may be required and clients may be referred to another jurisdiction when necessary.
Complaint Mechanism
If for any reason, a client feels that the service received has not met the OSPC's stated service standards, a letter outlining the client's complaint may be sent directly to the Superintendent of Pensions and will be handled by the Superintendent personally and in a completely confidential manner.
