The National Pension Commission (PenCom) says the pension industry has in place an integrated assembly line that has incorporated vast components of service delivery that is framed to ensure that contributors and retirees complaints are promptly and courteously treated.
The Commission said complaints about service delivery is not an aberration and institutions are established to address them as they arise and the Commission agrees and corroborates this, “there must always be complaints by contributors. But the issue is how well, how fast do we address these complaints is critical to the success of this industry.”
“So, it behoves on us as operators as well as the regulator to ensure that when these complaints come they are promptly and courteously treated.” The prove of PenCom acceptance of this as a critical issue is demonstrated in adopting minimum regulatory capital as the undercurrent to keep contributors and retirees satisfied as complaints are treated. “To ensure that the industry has efficient and effective service delivery the Commission in 2022 created the minimum regulatory capital for PFAs. This is to ensure that they have enough capital to be able to have the critical infrastructure as well as be able to run their businesses efficiently to serve the public, have good staff and conducive offices.”
This critical service delivery PenCom kite was made airborne by the Head Investment Supervision Department, Ehimeme Ohioma on behalf of PenCom DG Aisha Dahir-Umar at a Media Parley for pension journalists in Lagos.
He said service delivery would remain an issue to constantly improve on and operators have a responsibility to improve capacity and upgrade skills. Noting that the world is dynamic, Ohioma said, “The skills of industry practitioners both the operators and the Commission need to be constantly upgraded to meet acceptable standard.”
