Someone waiting over an hour would be an extremely rare situation. Year to date, the average wait time for our pensions call centre is under 20 minutes. It does vary from week to week based on call volumes, but lately the average wait time has been between 25 and 35 minutes very consistently.
We are deploying our resources to make sure that we have the appropriate number of resources both answering calls and processing claims to make sure that people can get the pay as quickly as possible. That's why since the end of January.... It had been 85,000 clients who were beyond that first month of entitlement, and now we're down to 63,000, and we're going to continue to decrease.