Business a.m.
The National Pension Commission (PenCom) has unveiled a revised service charter and framework with the target of enhancing confidence and trust in the Nigeria pension system.
According to the commission, the service charter represents its commitment towards its stakeholders and is aligned with the “Service Compact with all Nigerians” and ease of doing business initiative of the Presidential Enabling Business Environment Council.
Designed to address key issues such as service standards, information dissemination, availability of choice and consultation, non-discrimination and accessibility to service, grievance redress mechanism, and expectations from stakeholders, the charter serves as a comprehensive guide to enhancing the quality and efficiency of service delivery within the Nigerian pension system
Omolola Bridget-Oloworaran, PenCom’s acting director-general, presented the service charter recently at the commission’s headquarter in Abuja.
“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 emphasise that excellent service delivery is not just a regulatory requirement—it is a key driver of confidence in the pension system,” she stated.
Recognising the critical role that trust and confidence play in ensuring the security of retirement savings, Bridget-Oloworaran underscored the importance of PenCom’s commitment to maintaining the highest standards of professionalism, transparency, and responsiveness in its service delivery.
She explained further that the revised service charter and framework are dynamic, living documents that will continue to guide the commission’s efforts in improving the quality and efficiency of its services.
Also speaking, Charles Sylvester Emukowhate, commissioner for finance at the National Pension Commission, highlighted the importance of providing efficient services to contributors of pension funds.
Emukowhate expressed optimism that the revised customer charter will serve as a vital tool in driving the commission’s transformational agenda, aimed at improving the efficiency of its systems and processes.
He stated: “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.”
