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How to Contact the Pension Plan Administrator

Plan beneficiaries should first contact their pension plan administrator (administrator) if they have questions or concerns about the provisions of their pension plan or their individual pension entitlements.

 

Finding the Administrator’s Contact Information

 

The name and address of the administrator can typically be found in pension plan brochures, member booklets and annual pension statements.  The administrator’s contact information can also be found on the Financial Services Commission of Ontario’s (FSCO’s) website by following these steps:

 

  1. Go to the FSCO Pension Plan Information Access web page.
  2. Click on "Pension Plan Information Access" link at the bottom of the page.
  3. Search for the pension plan by entering the plan number, plan name or plan sponsor. 
  4. Click on the "submit" button.
  5. Review the search results and select the appropriate pension plan.

Once these steps have been completed, the name and address of the administrator and FSCO contact person will be shown on the plan details page.  (Note:  Information related to individual pension plans and plans with less than five active members is not available due to privacy concerns.)

 

Plan beneficiaries may also contact FSCO staff by telephone at (416) 226-7776 or toll-free at 1-800-668-0128, if they require assistance in finding this information.

 

When contacting FSCO staff for assistance, plan beneficiaries should have the following information readily available:

 

  • the name or registration number of the pension plan; or
  • the name of the employer or plan sponsor (if the name or registration number of the pension plan is not known).

Writing to the Administrator

 

In most situations, it is best to contact the administrator in writing (by letter or e-mail) and ask for a written response (especially in situations that involve matters that may eventually need to be reviewed by other parties, such as FSCO or the courts).

When writing to the administrator, plan beneficiaries should ensure they include the following information:

  • the reason for the request and the action that is being sought;
  • relevant facts and documentation that support the action that is being sought; and
  • a request for a written response.

The administrator should be able to provide a response within 30 days of receiving the written request.


Keeping Records Relevant to the Pension Inquiry or Complaint

 

It is important for plan beneficiaries to keep copies of all documents that are relevant to their inquiry or complaint until the issue has been resolved or concluded.  Such records may include:

 

  • correspondence (e.g., letters, e-mails, faxes, memos);
  • plan documents (e.g., employee booklets, plan notices, etc.); and
  • records of telephone conversations.

If the matter cannot be resolved with the administrator, FSCO staff may request these types of records to help them determine whether the administrator is in compliance with the Pension Benefits Act and regulations, and the terms of the pension plan.  

 

Issues that Cannot Be Resolved with the Administrator

Plan beneficiaries may contact FSCO for assistance if they cannot resolve an issue with their administrator, or believe that they did not receive a satisfactory response.  (For more information, see How to Send an Inquiry or Complaint to FSCO.)