PenCom Launches Revised Service Charter To Boost Confidence, Trust In Pension System

The Nigerian Pension Commission on Thursday launched its approved revised service charter and framework that would further boost the level of confidence and trust in the Nigeria pension system.

The launching of the Service Charter was done by the Acting Director-General, Omolola Bridget -Oloworaran at an event in Abuja to mark the customer service week.

The Commission’s service charter is one of the provisions of the “Service Compact with all Nigerians” and ease of doing business initiative of the Presidential Enabling Business Environment Council which represents and expresses the Commission’s commitment towards its stakeholders.

It deals with issues such as standards of services, information dissemination, availability of choice and consultation, non-discrimination and accessibility to service, grievance redress mechanism and expectations of the commission from its stakeholders.

Speaking at the event, the PenCom DG said the launch of the Service Charter and Framework marks an important milestone for the National Pension Commission and the entire pension industry.

As the regulator of Nigeria’s pension industry, she said PenCom has an unwavering commitment to ensuring that the services provided to all stakeholders—especially its contributors and retirees—are not only efficient but also uphold the highest standards of professionalism, transparency, and responsiveness.

She noted that the launch of the service charter represents a pivotal step forward in strengthening this commitment.

The PenCom Boss said, “The Service Charter we are presenting today is designed to define clear service delivery expectations, both for us at PenCom and for the Pension Fund Administrators (PFAs) and other operators we oversee.

“It sets the benchmarks that will govern our interactions and ensure that the trust placed in us by the Nigerian public is maintained and continually enhanced.

“As we roll out these initiatives, I want to emphasize that excellent service delivery is not just a regulatory requirement—it is a key driver of confidence in the pension system.

“The security of retirement savings depends heavily on the trust and confidence that contributors and retirees have in the institutions managing their pensions.

“I encourage us all to see this Service Charter and Framework as living documents—tools that will guide our journey toward continuous improvement in the service we provide to all Nigerians.

“Let us work together to ensure that these commitments are realized, delivering a pension system that not only meets but exceeds the expectations of our contributors.”

In his comments at the event, the Commissioner Administration, PenCom, Dr. Umar Aminu said the Commission ensures that contributors are not only safe but also ensures the safe investment of the funds.

He said, “Our goal is to ensure the happiness of those who contributed the money into the retirement fund. We have done so much but we still have a lot to do and this is a call to all of us to be more committed to customers out there because the customers are the king.”

Also, the Commissioner, Finance, PenCom Dr. Charles Sylvester Emukowhate who spoke at the event stated that one of the most critical aspects of what the Commission does is to provide efficient services to the customers who are the contributors of pension fund.

This, he said was instrumental to the launch of the customer charter, noting that the document would also help the commission to operate a transformational agenda that will ensure that its system and processes are efficient.

He said, “We want to be able to deliver and make the customers happy and where there are complaints, we want to be able to adjust and make these services better.

“This will help ensure the safety of the funds and guarantee profitability so that the PFAs can make returns from it.

“We need to take our services in the sector as one that is done for humanity and with this, we will ensure that we deliver efficient services to our stakeholders and our contributors.”

ENDS