Customer Service Standards

Pension, Payroll & Employee Benefits– Customer Service Standards

The Pension, Payroll & Employee Benefits Division is committed to providing excellent customer service and aims to meet the following standards:

  • Return phone calls within 24 hours.
  • Respond to internal emails within 2 business days; external written correspondence within 15 days.
  • Process all payroll-related documentation for current pay period within payroll deadline, as long as the supporting documentation has been provided with payroll close dates.
  • Process manual cheques within 3 business days upon notification of shortage of pay for unionized employees in accordance with their respective collective agreements.
  • Post Corporate Pay Run Reports on "View Direct" 2 business days before pay day.


Corporate Service Standards

The City's corporate online, email and telephone service standards support the delivery of exceptional, equitable and accessible customer service.