URBRA\u2019s complaints handling interventions in the Financial Year 2023\/24 led to the disbursement of over UGX 275,930,826 in form of retirement benefits to genuine complainants. Complaints Handling is one of the Authority\u2019s key services to the public, provided under the Directorate of Legal Services.<\/p>\n\n\n\n
According to Hannah Namugga the Legal Officer, the majority of the complaints handled were related to unpaid or underpaid benefits due to retirees or their beneficiaries. The Public Service Pension scheme registered the bulk of the complaints. <\/p>\n\n\n\n
District visits and pension clinics were the key initiatives undertaken to support complainants, especially those who couldn\u2019t reach URBRA\u2019s head office. The initiatives are aligned to URBRA\u2019s commitment to protect savers\u2019 retirement benefits. In these initiatives, URBRA in collaboration with the Ministry of Public Service pitched camp in selected districts, and conducted meetings with local government officials and complainants.<\/p>\n\n\n\n
Apart from discussing the key issues and challenges concerning access to retirement benefits, URBRA also used the meetings to emphasise the importance of retirement planning and saving. In addition to physical meetings, URBRA and Public Service Officials also held talk shows on local radio programmes, to relay the message to a wider public audience. <\/p>\n\n\n\n
Legal Officer, Hannah Namugga notes that these clinics have provided platform for sensitizing savers and retirees on their rights and obligations, educating the public on ways to lodge a retirement benefits complaint that requires the complainant to first raise the issue with the concerned scheme in writing before escalating to the regulator, the Uganda Retirement Benefits Regulatory Authority, in addition to having the necessary documents when registering a retirement benefits complaint.<\/p>\n\n\n\n
In FY 2023\/24, the URBRA team traversed Central, Eastern, Western and the West Nile regions of Uganda handling complaints related to retirement benefits. Doris Kahuura Rusoke the Senior Legal Officer at URBRA, notes that these clinics were pivotal in fostering direct engagement with stakeholders, understanding local challenges and ensuring that complaints are resolved.<\/p>\n\n\n\n