- Complaints jumped to 10 331 in the 2024 to 2025 year, showing growing awareness of pension rights and fund accountability.
- Determinations carry the same force as a court order, making outcomes legally binding and enforceable.
- Members must first approach their fund or employer, then may escalate to the Adjudicator after 30 days if unresolved.
Your pension savings are not just another deduction on a payslip. They are often the difference between dignity and hardship in retirement.
When those savings are delayed, miscalculated or withheld, the consequences are immediate and deeply personal. That is where the Pension Funds Adjudicator steps in, offering ordinary workers a free and legally powerful route to justice.
During the 2024 to 2025 financial year, the office received 10 331 new complaints, up sharply from 9 177 the year before, and finalised 10 100 matters. The figures reflect both mounting disputes and rising awareness that members do not have to accept administrative mistakes or silence from their funds.
Newly-appointed adjudicator Lebogang Mogashoa says every pension fund member should know that help exists and that the process is designed to be accessible, not intimidating.
“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,” Mogashoa explains.
“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.”
He adds that approaching the office can spare members the financial and emotional toll of litigation. “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
Most disputes relate to everyday but critical failures. A member might wait months for a payout that never arrives, discover that their benefit was calculated incorrectly, or learn that their employer has not been paying contributions at all. In other cases, trustees may fail to communicate properly or take decisions outside their legal powers.
These are the types of administrative and legal problems the Adjudicator is empowered to investigate. Issues unrelated to pension funds, or matters already decided by a court, fall outside its jurisdiction.
First, try to resolve it directly
Before lodging a formal complaint, members are encouraged to speak to their employer or fund administrator. The law gives funds 30 days to try to resolve the matter internally. Only if the problem remains unresolved should the dispute be escalated.
“Disputes can often be resolved amicably among the parties without getting the Adjudicator involved at all,” Mogashoa says.
“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.”
How the process works
Once a complaint is lodged, the office contacts the fund, employer and any other affected parties, gathers documents and responses, and may request further information from the member. After assessing the evidence, it issues a written determination. That determination is legally binding.
Depending on complexity and cooperation, cases are typically resolved within one to six months. If any party believes the ruling is legally flawed, they may approach the Financial Services Tribunal or the High Court for review.
For many members, however, the Adjudicator’s ruling is the first time they feel heard. It can mean unpaid contributions are recovered, benefits are recalculated, or long-delayed payments finally reach a family that has been waiting for months.
Mogashoa sums it up simply. “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.”
Members can lodge complaints online, by email, fax, post or by visiting the office in-person, and the service is completely free.
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