How to lodge a complaint with the Pension Funds Adjudicator

Your pension savings are critical to your financial future, and when something goes wrong with your pension fund, whether it is delayed payments or incorrect calculations, the Office of Pension Funds Adjudicator says it is there to help resolve disputes.

During the 2024/25 financial year, the Office of the Pension Funds Adjudicator says it received 10 331 new complaints, up from 9 177 in the previous year, and disposed of a total of 10 100.

The newly appointed Pension Funds Adjudicator, Lebogang Mogashoa, emphasises that every member of a pension fund should be aware of the existence of the Adjudicator’s office, as well as how and when to lodge a complaint if something goes wrong.

“The Pension Funds Adjudicator (PFA) is an independent authority established by law in South Africa to investigate complaints of maladministration and unlawful conduct in the management of pension funds.

“The PFA provides a trusted avenue for pension fund members, employers, and trustees to resolve disputes quickly and effectively. Importantly, the PFA’s decisions carry the same weight as a court judgment, which means they are binding and enforceable.

“By turning to the PFA, you avoid the high costs and lengthy delays of court proceedings, gaining access to justice that is both accessible and efficient,” Mogashoa says.

The PFA says complaints that can be lodged with it include situations where a pension benefit is not paid or is unnecessarily delayed, where the amount received has been calculated incorrectly, where an employer is not paying contributions into the fund, where trustees are not managing the fund properly or communicating clearly, or where the fund has made a decision outside its powers.

Matters outside pension funds, such as medical aid, or those already decided by a court, cannot be taken to the PFA.

Members are encouraged to first raise issues directly with their pension fund or employer. If the matter is not resolved within 30 days, they can then approach the PFA.

Mogashoa says: “Disputes can often be resolved amicably among the parties without getting the Adjudicator involved at all.

“In fact, the Pension Funds Act encourages this. So, it is important that you first discuss your complaint with your employer and the fund, perhaps through the fund administrator, to see if they can help you resolve the problem.

When preparing a complaint, members should provide their personal details, pension fund information, a clear explanation of the problem, and supporting documents such as payslips, fund statements, or letters. Complaints can be lodged online, by email, fax, post, or in person at the PFA office. The process is free of charge.

Once a complaint is lodged, the PFA says it will contact the fund, employer, and other relevant parties. The office may request further information from the complainant after receiving responses. Based on the facts, the PFA issues a written decision that is legally binding. Depending on the complexity of the matter and the cooperation of all parties, resolution can take between one and six months.

If any party believes the determination is not in accordance with the law, they may approach the Financial Services Tribunal or the High Court to have the decision reviewed, it says.

“The Pension Funds Adjudicator is there to protect your rights as a pension fund member. If you ever face problems with your pension, knowing how to complain and what counts as a valid complaint ensures you do not lose out on the benefits that you have worked hard for,” says Mogashoa.

For general enquiries or to lodge a complaint, visit www.pfa.org.za, call 012 346 1738, or email Enquiries@pfa.org.za.

PERSONAL FINANCE