NSSF Tightens Customer Relations

prostate geneva; font-size: small; line-height: 115%;”>In his remarks, Richard Byarugaba, NSSF’s Managing Director, said the Fund started this initiative in order to engage with its contributors and customers so that they are aware of the day today running of the Fund as part of its transparency agenda.

“We dedicate this entire week to our members, throughout our offices countrywide,” he said.

NSSF has partnered with other lending financial institutions; African Alliance, Centenary Bank, Bank of Baroda, DFCU and capital Markets Authority to help their customers with Finance advisory services.

“We have signed an agreement with these other companies and institutions to help give finance advice to our customers,” said Byarugaba.

Furthermore, NSSF’s Legal department, in collaboration with the Uganda Law Society Legal Aid Project will provide free legal advisory services to its customers.


“This is most especially to members whose deceased relatives who were our members and they are not in position to get their survival benefits,” he said.

Byarugaba added that this legal aid is provided in terms of processing the money for the deceased relative and to help them go through the courts of law.

“These include probono legal services, identification of NSSF beneficiaries that are unable to afford legal fees, alternative dispute resolution mechanisms and referrals for legal representation in courts of Law and other tribunals,” he said.

The Fund has also launched a new website that unveils new online self-service platforms through which new members can register access and update their statements, track processing of their NSSF benefits and report defaulting employers.

“This website is clear and top of range,” affirmed Byarugaba.

He however said they still have some companies are defaulting. “We have signed an agreement with our members to honor their defaults. However over 43 companies have paid and others about 50 of them have not yet.”

NSSF has also launched a customer charter data that entails the standards of their service. In this charter, the Fund intends to emphasize fewer queues from their customers, good customer care. “Our new chapter in the Fund’s commitment is transparency, accountability and customer engagement.”

He added: “We will not entertain bribes, will not allow a phone to ring three times before a response and all SMS sent will be replied with 24 hours. If we can’t comply to our standards hold us accountable.”

Byarugaba also emphasized that a special opportunity this week that anybody who applies for an age benefit will be worked upon immediately. “If anyone applies for an age benefit, we will process it within five working days,” he said.

In the past 24 months, NSSF has posted impressive performance across the board, according to the Fund’s audited accounts for the financial year 2011/2012 with the Fund growing at an average Shs 50 billion per month from Shs 28 billion two years ago.

Currently, the Fund receives contributions in excess of Shs 50 billion per month; it pays out more than Shs 12 billion in benefits to over 100 beneficiaries in an average of 10days.

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