PenCom Commits To Effective Service Delivery, Creates Consumer Protection Department
Mrs Aisha Dahir-Umar, DG, PenCom
In keeping with its Corporate Strategy 2023-2027, the National Pension Commission (PenCom) has created a Consumer Protection Department (CPD) to replace its erstwhile Corporate Responsibility and ServiCom Department.
The Commission is also committed to effective service delivery and consumer rights protection.
In a paper “Enhancing Customer Service in the Pension Industry: PenCom’s New Strategic Plan,” at a one day workshop organised by PenCom for Journalists yesterday in Lagos, Head, Consumer Protection Department, Mr. Ikenna Chidi-Ebere, said the Consumer Protection Department (CPD) was created to ensure protection of rights and effective service delivery to consumers (Retirement Savings Accounts (RSA) holder and Retirees).
He said the creation of CPD was anchored on the fact that the Commission’s new strategic plan prioritises 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,” Mr Chidi-Ebere said.
The functions of the CPD, according to Mr Chidi-Ebere include developing and implementing a consumer protection framework (CPF) to engender more confidence in the Pension Industry; developing appropriate industry standards (ISs) to improve service delivery so as to ensure that quality products, services and processes are delivered; promoting pension literacy in the country by enhancing pension awareness building trust and improving customer satisfaction through transparent and structured complaint resolution and service delivery.
Other are to handle complaints from internal and external stakeholders, develop and implement Service Charter for the Pension Industry; Liaising with SERVICOM Office/Presidential Enabling Business Environment Council (PEBEC) on service delivery.
On enhancing customer service in pension industry, he said “The Commission’s Service Charter stipulates the timeframe for processing consumers’ requests therefore ensuring that Pension Fund Operators strictly adhere to the timelines for processing consumers’ requests in line with the Service Standard/Service Level Agreement for excellence in service delivery.
“Pension Fund Operators are required to forward Monthly Service Delivery Reports to the Commission to effectively monitor how efficient they render services to consumers and ensuring continuous liaising with the Pension Fund Operators to ensure that services were effectively rendered to consumers.”
