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•Says Commission attends to over 100 complaints daily
By Henry Uche , [email protected]
In line with its Corporate Strategic Initiative for 2023 to 2027, the National Pension Commission (PenCom) has established Consumer Protection Department (CPD) to replace its erstwhile corporate responsibility and ServiCom department.
Speaking at the 2023 Journalists conference put together by the Commission, with the theme: ‘Transforming Service Delivery in the Pension Industry: Strategies for Improving Efficiency and Customer Satisfaction’, the Head of the department – CPD, Mr Ikenna Chidi-Ebere, maintained that it was the resolve of the Commission to up its game to render its customers topnotch services.
Chidi-Ebere who spoke on ‘Enhancing Customer Service in the Pension Industry: PenCom’s New Strategic Plan’, assured that consumers in the Pension Industry (Retirement Savings Accounts holders (Contributors & Retirees) including Employers (Public & Private Sectors and others) would begin to experience swift responses and resolutions of any complaints going forward.
“Consumer Protection Department (CPD) was created to ensure protection of rights and effective service delivery to consumers (Retirement Savings Accounts (RSA) holder and Retirees).
“This creation of CPD was anchored on the fact that the Commission’s new strategic plan prioritizes the quality of services rendered to consumers in the Pension Industry. By adopting a customer-centric approach, the focus is on understanding the needs and preferences of Contributors and retirees. This ensures that the pension services are tailored to meet their expectations effectively”
According to him, CPD would develop and implement a Consumer Protection Framework (CPF) to engender more confidence in the Pension Industry and develop appropriate industry standards (ISS) to improve service delivery to ensure that quality products, services and processes are delivered.
Moreover, the new department would promote pension literacy in the country by enhancing pension awareness, building trust and improving customer satisfaction through transparent and structured compliant resolution and service delivery.
“CPD was established also to handle complaints from internal and external stakeholders, develop and implement Service Charter for the Pension Industry as well as liaising with SERVICOM/ Presidential Enabling Business Environment Council (PEBEC) on service delivery”
He added that the Commission has provided effective platforms (dedicated emails and phone numbers) to enable consumers to lodge their complaints for swift response thus: 0700-2255-736266, 070-669-24512, +23494603930, +23494603939. For email users: [email protected]; [email protected]; social media platforms: Twitter@pencomnig, www.facebook.com/becom.gov.ng or (Instagram@_pencom_) while those who cannot use any of the aforementioned channels can walk into any of the PenCom office close by.
“We receive complaints between 100 to 150 on daily basis and we swiftly act on them. Complaints generally border on issues of service delivery and dissatisfaction, inquiries on the requirements of Pension Clearance Certificates; inquiries on the requirements for obtaining Employer Codes; non-remittance of monthly Pension Contributions by employers (Private Sector).
“Others are: Non-payment/delays in the receipt of Accrued Pension Rights for retirees of Treasury Funded Ministries Department and Agencies (MDAs); requests for resolution of multiple PIN registration; delays in approval of transfers to Retiree Life Annuity (RLA); delay in approval of Programmed Withdrawal, Temporary Access 25%, Residential Mortgage, Voluntary Contributions, NSITF and Pre-Act inquiry; request for resolution of multiple PIN registration; delays in data-recapture; and RSA transfer related complaints, in all we not sleeping until every complaint is resolved,” he avowed.
