Pension complaints hit a record 13,041. How to lodge yours for free

The Office of the Pension Funds Adjudicator (OPFA) took in 13,041 new complaints in its 2026 financial year, the most since it was set up, adjudicator Mogashoa said in its latest results (TimesLIVE).

That is 26% more than the 10,331 complaints of the year before, and above the previous record of 11,399 set in 2018/19. Mogashoa put the jump down mainly to the two-pot retirement system, more outreach by the office and a weak economy (TimesLIVE).

If your fund owes you money or got your payout wrong, the process is free and you don't need a lawyer.

How fast is the adjudicator dealing with complaints?

Despite the higher volumes, the office finalised 11,047 complaints in the year, its highest ever. Finance Minister Enoch Godongwana said 91% of cases were finalised within six months (TimesLIVE).

The adjudicator itself estimates one to six months per complaint, depending on how complex it is and how quickly the fund and employer cooperate (Vuk'uzenzele).

Why has the two-pot system pushed complaints up?

Since the system started two years ago, members have been able to withdraw from their savings pot, which has led to a flood of queries about balances and withdrawals (TimesLIVE).

Momentum Corporate says 52% of its members who qualify have already withdrawn. Of that money, 44% went to paying off debt, 23% to everyday living costs and 20% to education (TimesLIVE).

What can you complain about?

The adjudicator handles disputes about how a retirement fund is run. Examples it lists (Vuk'uzenzele):

• your benefit hasn't been paid or is taking unreasonably long
• the amount you got was calculated wrongly
• your employer deducted contributions but didn't pay them over to the fund
• trustees aren't managing the fund properly or communicating clearly
• the fund made a decision it had no power to make

It won't take matters outside pension funds, such as medical aid, or cases a court has already decided (Vuk'uzenzele). The Government Employees Pension Fund also falls outside its reach (Legal Fundi).

What must you do before going to the adjudicator?

Write to your fund or employer first. By law they must consider your complaint and reply in writing within 30 days. If they don't, or you're unhappy with the answer, you can then take it to the adjudicator (Pension Funds Act, section 30A).

If you skip this step, the OPFA will send your complaint back to the fund or administrator for 30 days before it investigates (OPFA online form). Keep a copy of your letter and any reply.

Act quickly. The online form asks you to explain the delay if more than three years have passed since you first knew about the problem (OPFA online form).

How do you lodge a complaint?

You can complain online, by email, fax or post, or in person, and it costs nothing (Vuk'uzenzele).

• Online: through the complaint form linked from pfa.org.za.
• Email: download the right form from the OPFA complaint forms page and send it to [email protected].
• Phone for help: 012 346 1738 or toll-free 0800 74 4444 (Vuk'uzenzele).

Attach a copy of your ID or passport, a payslip showing the deductions and a benefit statement or proof of membership. The OPFA says these are compulsory and missing documents will delay your case (OPFA online form). Include your fund name, membership number and a clear explanation of what went wrong and what you want fixed (Vuk'uzenzele).

What happens if you disagree with the ruling?

The adjudicator's written determination is legally binding. Any party who believes it is wrong in law can ask the Financial Services Tribunal or the High Court to review it (Vuk'uzenzele).

Last year the tribunal received 104 applications to reconsider OPFA rulings and dismissed 63 of them (TimesLIVE).