Current status: Answered by Ivan McKee on 16 December 2025
To ask the Scottish Government what action it is taking to ensure that members of the public, particularly older people who are not confident using digital channels, can reliably contact the Scottish Public Pensions Agency (SPPA) by telephone.
SPPA's telephone lines are open from 9am to 5pm Monday to Thursday, and 9am to 1.30pm on Friday. SPPA has handled over 70,000 calls in 2025, with the average call lasting seven minutes. This reflects the service SPPA is committed to giving scheme members.
Whilst the introduction of new digital channels is improving SPPA's customer service model, this will not limit accessibility for those who prefer to contact SPPA by telephone.