TPAS sees incoming calls double following AE ads

The main questions from the public have been around how auto-enrolment works and whether they will be eligible.

Common queries include:

• Can I transfer my private pension into my workplace pension scheme?
• If I opt out of the workplace pension scheme my employer is using for auto-enrolment do I lose my employer’s contribution?
• When does my employer have to enrol me?
• If I opt out of my workplace pension scheme can my employer pay the employer’s pension contribution into my own personal pension?
• If I start my own pension before my employer is due to automatically enrol me into a workplace pension scheme what happens to my private pension?
• Can I be enrolled into my employer’s pension scheme if I previously asked to join and was told I could not?

Alison-Jane Bailey, head of policy and technical development at TPAS, said: “We are also pleased to see that a number of small firms are enquiring about their duties and when they are due to start, as this indicates employers are becoming aware of the new law.

“Some small firms are asking what they can do to provide a pension before they are legally required to do so. We are directing employers that need help understanding their auto-enrolment staging date or duties to the Pensions Regulator.”

To deal with enquiries, TPAS has overhauled the way it handles incoming calls so it can respond quickly. Staff have also received training on auto-enrolment legislation.

The rise in calls follows a split in opinion among pensions professionals on the effectiveness of the government’s advertising campaign.

Despite this, the regulator has reported a similar spike to TPAS in interest. Michael O’Higgins, chairman of the regulator, said last week that when the government’s advertising campaign went live it saw a 250 per cent increase in traffic to its auto-enrolment website page compared with the previous week, and a 90 per cent increase to its site as a whole.

He said the figures showed that the government’s campaign had helped to increase public awareness but stressed that there was still a lot to do, particularly among employers.