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.