If you have any questions about the terms of the OMERS Pension Plans or the administration of benefits, contact OMERS Member Experience. If you wish to pursue your concerns further, the following sets out the AC’s process.
This process is used when there is disagreement or concern with the AC’s administration of the Plan terms, including eligibility for a benefit. Concerns may be escalated, however, almost all concerns are resolved in the first step.
You may request that the AC review a concern or case about the interpretation of the Plan terms or a benefit entitlement.
To request a staff review, contact OMERS Member Experience. As part of this staff review, you may be asked for additional documentation, such as employment information, medical information or proof of spousal status.
The timing can vary depending on the fact-finding process and the level of review of Plan terms and review of other documentation that may be required. Once complete, you will receive a written response summarizing the outcome of the staff review.
If you disagree with the outcome of the staff review, you may request that the AC’s president reviews the decision.
Any party who could be impacted by a president’s determination can submit additional documentation for consideration and make further submissions. This process may take several months.
Once all documents are submitted, the president, or their delegate, will review and respond in approximately four weeks.
If you are not satisfied with the president’s determination, you can appeal the decision to the Appeals Committee of the AC Board. An appeal must be requested in writing within 30 days after the president’s determination by submitting the Request for Hearing form to the staff designate.
The documents governing appeals are By-law No. 4 – Appeals Process and Rules Respecting Practice and Procedure for Appeals. These documents allow OMERS to conduct appeals in accordance with a streamlined process that is efficient, transparent and fair.
If you are not the party appealing the president’s determination but you wish to actively participate as a party in an appeal, you must submit the Application for Party Status form to the staff designate. The Appeals Committee will then decide whether to grant party status.
Three members of the AC Board’s Appeals Committee will act as a panel to consider the appeal. The panel is an impartial adjudicator that will fully review the issues put before it. It has independent legal counsel to advise on matters such as procedural fairness. The panel has no jurisdiction to award damages.
The rules of procedural fairness are followed during the appeals process, which means:
Once an appeal is initiated, you will be provided with information on how the appeals process works, including any timing requirements for submissions and new documentation.
Copies of all documents and submissions provided to the panel will be shared with all parties and you will have the opportunity to reply to claims made by an opposing party.
Usually, the panel conducts hearings in writing. If you would prefer to have an oral hearing, you must submit the Request for Oral Hearing form to the staff designate. You must satisfy the panel that there is a good reason to hold an oral hearing, for example, if you have reason to believe that a party’s credibility is an issue. The panel may also decide on its own that it is appropriate to hold an oral hearing.
After the hearing, the panel will prepare a written decision with its reasons and you will receive a copy. The decision of the panel, acting on behalf of the AC Board, is final. If you wish to review prior decisions rendered by the AC Board since 2005, these decisions are available here. These decisions are redacted (i.e., personal and sensitive information have been removed for privacy purposes) and are referenced by the year of the decision and the appeal subject matter.
You can choose to be represented by a lawyer, union, relative, friend or another person during the OMERS dispute resolution process. If you do, the AC will need your written authorization to discuss your case or to release information about you to your representative.
If you choose to be represented in an appeal, you and your representative must complete the Certification form, which is attached to the Request for Hearing form.