Communication Policy

The Dyfed Pension Fund strives to provide a high quality and consistent service to our customers in the most efficient and effective manner possible in an ever changing pensions environment.

The Fund aims to use the most appropriate communication medium for the audiences receiving the information, which may involve using more than one method of communication.

It ensures that all regulatory requirements concerning the provision of Scheme information is continuously met and assessed.

There are 5 distinct groups with whom the Fund needs to communicate.

• Scheme Members

  Fund Website

  The Fund has established an extensive website which sets outs Scheme provisions in a simple and concise manner. Information updates and news items are quickly added to notify members of any Scheme developments. Electronic copies of Fund literature, policies and reports are also readily available to download.

  My Pension Online (MPO)   

  An integrated web portal via the Dyfed Pension Fund website, which allows members to view and update their pension details securely online. Members are able to perform accurate benefit calculations, update their death grant expression of wish and contact details, as well as view their annual benefit statement.

  Annual Report and Accounts

  An electronic copy of the Fund’s Annual Report and Accounts is available to all Scheme members via the My Pension Online service and the website. Hard copies are also available upon request.

  Annual Newsletter(s)

  The Fund issues an annual newsletter to all active members, covering current pension topics within the Local Government Pension Scheme (LGPS) and the pensions industry in general. The newsletter is also issued to all pensioners, providing notification on pension matters and other matters of interest. Specific single topic newsletters are also published and distributed to members on an ad hoc basis.

  Annual Benefit Statements (ABS)

  Statements are uploaded automatically to a member’s My Pension Online account, or sent directly to their home address if they have chosen not to register and have a hard copy request by 31st August. The active statement sets out the current value of benefits (as at 31st March), a projection to Normal Pension Age, the current value of death benefits. The deferred statement on the other hand shows the up rated value of benefits. Supplementary notes of guidance are provided with each statement.

  Bilingual Scheme Literature

  An extensive range of Scheme literature is produced by the Dyfed Pension Fund and is supplied to employing bodies and Scheme members directly. This Scheme literature forms part of the data held on the Fund’s website. 

  Statutory Notification

  In compliance with Scheme Regulations, members are notified when any change occurs to their pension record, thereby affecting their pension benefits.

  Online Seminars

  Frequently held to raise member awareness and understanding towards general Scheme provisions. These sessions are currently delivered via Teams.

  General Presentations & Courses

  The Fund can deliver standard or tailored presentations on a wide range of LGPS related subjects. These sessions can be delivered online via Teams or face to face.

  Pension Surgeries

  Pension surgeries are available for groups of Scheme members by request, or for individual members on a surgery basis.  Meetings can be arranged with the dedicated Communication & Training Officer and can be delivered online via Teams or face to face.

  Pre-Retirement Courses

  The Fund’s dedicated Communication & Training Officer is available to deliver online or face to face pre-retirement courses to inform members who are near retirement about their entitlement and Local Government procedures.

  Correspondence

  The Fund utilises both surface mail and e-mail to receive and send correspondence. Response will be made in the individuals preferred language of choice. The My Pension Online service also acts as another electronic medium.

  Payment Advice / P60

  Pensioners are issued with payment advice slips every April and thereafter when a variance of £5 or more occurs, unless they have chosen to utilise the My Pension Online service. P60 notifications are also issued annually in May, providing a breakdown of the annual amounts paid.

  Pension Increase Statements

  An annual statement is issued to all pensioners pending any increase in the appropriate cost of living index. These are issued electronically to those that have registered to the My Pension Online service.

  Existence Validation (Life Certificate Exercise)

  The Fund undertakes an annual exercise to establish the continued existence of pensioners in receipt of monthly pension payments via cheque and those living overseas.

• Prospective Scheme Members

  Scheme Booklet

  All prospective Scheme members are provided with a Scheme booklet upon appointment.

  Corporate Induction Seminars

  The dedicated Communication & Training Officer will deliver a segment at any online employer corporate induction seminar, in order to present to prospective Scheme members the benefits of joining the Scheme. A one-to-one online meeting will also be offered to resolve any individual queries.

  Non Joiner Campaigns

  The Fund will request formal notification of non-joiners from Scheme employers. The information will be used to market the Scheme to specific groups, with dedicated literature and campaigns being formulated in conjunction with Scheme employers from time to time.

  Online Seminars

  As well as being a valuable aid for pensioners and current scheme members, online seminars are used to target specific non-members. This ensures that members receive the information required to make an informed choice towards their pension provision.

  Website

  The Fund’s website contains a specific section for non-joiners. It highlights the benefits of planning for retirement and what’s provided by the Scheme so again an informed choice can be made.

  Trade Unions

  The Fund will endeavour to work with the relevant Trade Unions to ensure the Scheme is understood by all interested parties. Training days for branch officers will be provided upon request, and efforts will be made to ensure that all pension related issues are communicated effectively with the Trade Unions.

• Scheme Employers

  Annual Consultative Meeting (ACM)

  A meeting is held annually for all Scheme employers, at which detailed investment, financial and administrative reports are presented by Officers and Fund Managers. Other speakers may also be invited to discuss certain issues connected to the Pensions Industry.

  Periodic Meetings

  Periodically meetings are arranged for employers. Specifically this has been used as a means of communicating major strategic issues, significant legislation changes and end of year / triennial valuation matters. These meetings are held online via Teams or face to face.

  Email Updates

  Regulatory and administrative updates are frequently issued to all employers via email.

  Training

  Bespoke sessions can be delivered by the dedicated Communication & Training Officer to resolve any administrative training issues identified by the employer, or the Fund. These sessions can be held online via Teams or face to face. 

  Website

  The Fund website has a dedicated Employer section that provides all employers with the guidance needed to effectively discharge their administrative responsibilities. Various publications are also available to download.       

  Online Submission of Data

  Each employer is encouraged to submit a monthly data return via the i-Connect administration portal, with the relevant training and support being provided by the Fund's administration team.

  Access to Pensions Administration System

  Each employer has the opportunity to access the pension records of their current members to cross reference and check data.

  Administration Strategy

  Published in compliance with Scheme Regulations, the Administration Strategy defines the responsibilities of both the Fund and all Scheme employers in the administration of the Scheme. The strategy clearly sets out the level of performance expected from the Dyfed Pension Fund and all employers, as well as the consequence of not meeting statutory deadlines.

• Fund Staff

  Induction

  All new members of staff undergo an induction program and are issued with an induction schedule. A periodic appraisal programme is also exercised to review and monitor employee performance and development.

  Meetings

  Departmental and Section meetings are held on a regular basis. Items arising from such meetings are escalated through to Senior Managers and Chief Officers. Any relevant matters are cascaded to all staff.

  Training & Support

  The Fund seeks to continually improve the capacity of staff to communicate effectively and to understand the importance of high-quality communication. Both general and pensions specific training is provided by the dedicated Communications & Training Officer and by the Local Government Pensions Committee (LGPC) as part of the Fund’s commitment to continual improvement. Staff are also encouraged to undertake relevant professional qualifications (as provided by the Chartered Institute of Payroll Professionals (CIPP)).

  Seminars

  Fund Officers regularly attend seminars and conferences held by associated bodies to obtain regulatory information and to further their knowledge and understanding. This information is later cascaded to all staff so that service delivery is improved.

• Other Bodies

  Other Pension Funds

  The Fund works continuously to engage with other Pension Funds in Wales to evaluate specific partnership arrangements. The Fund is currently the lead authority within the All Wales Pension Funds Communication Working Group and also forms part of the Welsh Pension Funds Pensions Officer Group and Wales Pension Partnership.

  Trade Unions

  Details of the Local Government Pension Scheme (LGPS) are brought to the attention of their members by local representatives. They also assist in negotiations under TUPE transfers in order to ensure, whenever possible, continued access to the Scheme.

  National Information Forum

  These meetings provide an opportunity to discuss issues of common interest and share best practice. The Department for Levelling Up, Housing & Communities (DLUHC) and the Local Government Pensions Committee (LGPC) are represented at each meeting.

  Seminars

  Fund Officers regularly participate at seminars and conferences held by LGPS related bodies.