How the Pension Funds Adjudicator safeguards your savings

South Africans are encouraged to familiarise themselves with the role of the Pension Funds Adjudicator (PFA), which protects pension fund members and ensures fairness in disputes.

Pension savings play a critical role in securing financial futures, and when problems arise, such as delayed payments or incorrect benefit calculations, the PFA provides a resolution.

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

Newly appointed Pension Funds Adjudicator Lebogang Mogashoa said it is essential that every pension fund member is aware of the Adjudicator’s office and understands how and when to lodge a complaint.

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

“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.”

What counts as a complaint?

A complaint may be lodged with the PFA if it relates to the administration of a pension fund. Examples include:
• Pension benefits not being paid or being unnecessarily delayed;
• Incorrect calculation of benefits;
• Employers failing to pay contributions into the fund;
• Trustees failing to manage the fund properly or communicate clearly; and
• Decisions taken by a fund outside its legal powers.

Complaints cannot be lodged about matters unrelated to pension funds, such as medical aid, or matters that have already been decided by a court.

Members are encouraged to first raise the issue directly with their pension fund or employer. If the matter is not resolved to their satisfaction within 30 days, it may then be referred to the PFA.

“Disputes can often be resolved amicably among the parties without involving the Adjudicator,” said Mogashoa.

“In fact, the Pension Funds Act encourages this. It is important to first discuss your complaint with your employer and the fund, possibly through the fund administrator, to see if the issue can be resolved.”

How to prepare a complaint

Complainants should:
• Provide their personal details, including name, ID number and contact information;
• Include pension fund details such as the fund name and membership number;
• Clearly explain the problem and the assistance required from the PFA; and
• Attach supporting documents such as payslips, fund statements or correspondence.

Complaints can be submitted online, by email, by fax, by post, or by visiting the PFA offices. Lodging a complaint is free of charge.

Once a complaint is received, the PFA will contact the pension fund, employer and any other relevant parties, and may request further information from the complainant. Based on all the facts, the PFA will issue a legally binding written determination.

Depending on the complexity of the matter and cooperation from all parties, complaints are generally resolved within one to six months.

Any party dissatisfied with the determination may approach the Financial Services Tribunal or the High Court to apply for a review.

“The Pension Funds Adjudicator is there to protect your rights as a pension fund member,” said Mogashoa.

“If you ever face problems with your pension, knowing how to complain and what qualifies as a valid complaint ensures that you do not lose out on the benefits you have worked hard for.”

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