This kind of commendation would not have come but for the implementation of SERVICOM at the Pension’s commission, so says Dr Farouk Aminu who has been working as the Nodal officer in the commission.

“Before we commenced implementation of SERVICOM, there was no proper reception area. Security men used to manage the reception area and there was no mechanism for handling complaints from our customers”, Dr Aminu told other Nodal officers at a meeting. But all that has changed.

The commission now treats documents and analyzes over 100 complaints on a daily basis using its complaints handling mechanism developed by the SERVICOM Unit.

As a result of these, the Nodal officer says more customers write in to commend them on their services and on the way their complaints are handled.

Apart from developing its charter which tells customers what to expects and how to expect it and who to complain to in case of service failure, the commission has gone ahead to develop internal mechanism which allows staff to account for their activities through its work plan procedure; daily staff documentation process and customer feedback from.

Dr Aminu said the unit was working towards its inauguration and sensitization of its staff.

The National Pensions Commission was set up to regulate and supervise pension schemes and receive and investigate complaints against Pension Fund Custodians, administrators and employers among other duties.