Adjudicator claims 'good progess' on resolving complaints

Six months after being appointed as deputy Pension Funds Adjudicator‚ Muvhango Lukhaimane says she is satisfied with the improvement in service delivery to all stakeholders.

When she took office in June last year‚ Lukhaimane said she would strive to ensure new complaints were dealt with within 12 months of being lodged with the OPFA.

At that time she also expressed concern with the general turnaround times in dealing with complaints.

"I am pleased we are now fulfilling the strategic objective of implementing an approved complaints resolution process in order to provide a cost effective service with consistent performance standards.

"All but one of the complaints lodged prior to January 2009 have been resolved. That complaint has been settled but we are awaiting confirmation of payment. Of the complaints received in 2010‚ only 138 remain unresolved‚" Lukhaimane said.

There was good progress with regard to the target to resolve at least 80% of all new complaints received from April last year within 12 months.

"We are progressing well with this target‚ considering that the team dealing with these complaints also has to process complaints received fin previous years. All 2011 cases will be resolved by May and all cases received between January and September last year will be finalised by September this year‚" Lukhaimane claimed.

The OPFA finalised 5‚535 complaints last year. Of these‚ 1‚110 were out of the jurisdiction of the OPFA for one reason or another; 801 were settled; 604 were conciliated and 2‚622 determinations were signed off.

During this period the OPFA also received 3‚834 new complaints. By December last year‚ there were 3‚875 complaints left to resolve.