How the Government of Canada Pension Centre did in 2020

View the most recent monthly client call statistics from the Government of Canada Pension Centre

The Pension Centre's service standard to answer telephone calls is within 180 seconds. However, please note that circumstances beyond their control may result in longer wait times occasionally.

December

Calls answered within 180 seconds

The table below shows the weekly average number of calls that we answered within 180 seconds in December.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of December
Date Total calls Number of calls answered within 180 seconds
December 7 to 11, 2020 6,115 5,409
December 14 to 18, 2020 5,620 5,106
December 21 to 25, 2020 4,023 3,815
December 28, 2020 to January 1, 2021 2,776 2,403

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in December.

Table 2: Average wait time for each week of the month of December
Date Average wait time (seconds)
December 7 to 11, 2020 56
December 14 to 18, 2020 42
December 21 to 25, 2020 28
December 28, 2020 to January 1, 2021 61

November

Calls answered within 180 seconds

The table below shows the weekly average number of calls that we answered within 180 seconds in November.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of November
Date Total calls Number of calls answered within 180 seconds
November 2 to 6, 2020 6,688 5,759
November 9 to 13, 2020 6,482 4,452
November 16 to 20, 2020 6,974 5,798
November 23 to 27, 2020 6,470 4,881
November 30 to December 4, 2020 6,366 5,477

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in November.

Table 2: Average wait time for each week of the month of November
Date Average wait time (seconds)
November 2 to 6, 2020 58
November 9 to 13, 2020 141
November 16 to 20, 2020 74
November 23 to 27, 2020 110
November 30 to December 4, 2020 62

October

Calls answered within 180 seconds

The table below shows the weekly average number of calls that we answered within 180 seconds in October.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of October
Date Total calls Number of calls answered within 180 seconds
October 5 to 9, 2020 5,876 5,099
October 12 to 16, 2020 4,914 3,346
October 19 to 23, 2020 5,954 5,007
October 26 to  30, 2020 6,309 5,374

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in October.

Table 2: Average wait time for each week of the month of October
Date Average wait time (seconds)
October 5 to 9, 2020 58
October 12 to 16, 2020 166
October 19 to 23, 2020 69
October 26 to  30, 2020 69

September

Calls answered within 180 seconds

The table below shows the weekly average number of calls that we answered within 180 seconds in September.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of September
Date Total calls Number of calls answered within 180 seconds
September 7 to 11, 2020 4,859 4,147
September 14 to 18, 2020 6,094 5,111
September 21 to 25, 2020 5,662 5,006
September 28 to October 2, 2020 6,443 5,403

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in September.

Table 2: Average wait time for each week of the month of September
Date Average wait time (seconds)
September 7 to 11, 2020 62
September 14 to 18, 2020 71
September 21 to 25, 2020 51
September 28 to October 2, 2020 67

August

Calls answered within 180 seconds

The table below shows the weekly average number of calls that we answered within 180 seconds in August.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of August
Date Total calls Number of calls answered within 180 seconds
August 3 to 7, 2020 4,671 3,987
August 10 to 14, 2020 5,359 4,535
August 17 to 21, 2020 5,416 4,593
August 24 to 28, 2020 5,672 5,024
August 31 to September 3, 2020 5,653 4,881

Average call wait time

The table below shows the weekly average wait time for clients calling the Pension Centre in August.

Table 2: Average wait time for each week of the month of August
Date Average wait time (seconds)
August 3 to 7, 2020 62
August 10 to 14, 2020 64
August 17 to 21, 2020 64
August 24 to 28, 2020 51
August 31 to September 4, 2020 55

July

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in July.

July 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of July
Date Total calls Number of calls answered within 180 seconds
July 6 to 10, 2020 5,560 4,967
July 13 to 17, 2020 5,443 4,707
July 20 to 24, 2020 4,956 4,103
July 27 to 31, 2020 5,458 4,143

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in July.

July 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of July
Date Average wait time (seconds)
July 6 to 10, 2020 50
July 13 to 17, 2020 60
July 20 to 24, 2020 70
July 27 to 31, 2020 135

June

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in June.

June 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of June
Date Total calls Number of calls answered within 180 seconds
June 1 to 5, 2020 6,124 5,197
June 8 to 12, 2020 5,626 5,116
June 15 to 19, 2020 5,169 4,642
June 22 to 26, 2020 5,445 4,211
June 29 to July 3, 2020 4,509 4,013

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in June.

June 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of June
Date Average wait time (seconds)
June 1 to 5, 2020 63
June 8 to 12, 2020 39
June 15 to 19, 2020 49
June 22 to 26, 2020 112
June 29 to July 3, 2020 57

May

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in May.

May 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of May
Date Total calls Number of calls answered within 180 seconds
May 4 to 8, 2020 5,174 4,430
May 11 to 15, 2020 5,494 4,640
May 18 to 22, 2020 4,266 3,598
May 25 to 29, 2020 5,658 4,913

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in May.

May 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart

Table 2: Average wait time for each week of the month of May
Date Average wait time (seconds)
May 4 to 8, 2020 63
May 11 to 15, 2020 64
May 18 to 22, 2020 64
May 25 to 29, 2020 57

April

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in April.

April 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of April
Date Total calls Number of calls answered within 180 seconds
April 6 to 10, 2020 2,758 1,500
April 13 to 17, 2020 3,403 1,596
April 20 to 24, 2020 3,437 2,640
April 27 to May 1, 2020 3,807 3,047

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in April.

April 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of April
Date Average wait time (seconds)
April 6 to 10, 2020 197
April 13 to 17, 2020 298
April 20 to 24, 2020 101
April 27 to May 1, 2020 87

March

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in March.

March 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of March
Date Total calls Number of calls answered within 180 seconds
March 2 to 6, 2020 9,309 8,066
March 9 to 13, 2020 7,589 6,795
March 16 to 20, 2020 3,636 2,860
March 23 to 27, 2020 3,765 2,697
March 30 to April 3, 2020 3,421 2,068

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in March.

March 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of March
Date Average wait time (seconds)
March 2 to 6, 2020 58
March 9 to 13, 2020 46
March 16 to 20, 2020 92
March 23 to 27, 2020 109
March 30 to April 3, 2020 188

February

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in February.

February 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of February
Date Total calls Number of calls answered within 180 seconds
February 3 to 7, 2020 7,896 6,981
February 10 to 14, 2020 8,429 7,608
February 17 to 21, 2020 8,454 7,401
February 24 to 28, 2020 9,903 8,074

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in February.

February 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of February
Date Average wait time (seconds)
February 3 to 7, 2020 48
February 10 to 14, 2020 43
February 17 to 21, 2020 54
February 24 to 28, 2020 74

January

Calls answered within 180 seconds

The graph and table that follow show the weekly average number of calls that we answered within 180 seconds in January.

January 2020 - Image of a Bar chart depicting the amount of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month. Details in a table following the chart.

Table 1: Number of calls received and calls answered by the Pension Centre within 180 seconds, for each week of the month of January
Date Total calls Number of calls answered within 180 seconds
January 6 to 10, 2020 8,703 6,828
January 13 to 17, 2020 7,752 6,660
January 20 to 24, 2020 8,064 7,158
January 27 to 31, 2020 10,609 9,105

Average call wait time

The graph and table that follow show the weekly average wait time for clients calling the Pension Centre in January.

January 2020 - Bar chart depicting the average wait time for each week of the month. Details in a table following the chart.

Table 2: Average wait time for each week of the month of January
Date Average wait time (seconds)
January 6 to 10, 2020 87
January 13 to 17, 2020 58
January 20 to 24, 2020 48
January 27 to 31, 2020 62

Previous years

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