Government Pension Administration Agency
INCONSISTANT AND UNSURE ANSWERS FROM CALL CENTRE

On numerous occasions I called the call centre to dertermine how far in process my claim is. The first agent told me the turnaround time is 30 days for processing. When followed up again another agent told me the turnaround time is 60 days for processing. My last call ref 5162421 of 16 April 2013 the agent also told me 60 days for processing from the date when the application was received. When I ask her to define the word "days" she told me it is 60 working days. When I ask her to refer me to the applicable section in the Government Employees Pension Law 1996 where it states that it is "working days" she told me that she does not work with the Act. I ask her why she say that it is "working days" for processing, she told me because they do not work on weekends. Myself went to read up in the Act under section 1 "definitions" and no where I could found the definition of "days". For me it is just logic if the word "days" is not specified as "working days" in the Act it automatically refers back to calender days. I would really appreciated a clear and correct answer from the Pension Fund to determine when I can expect payment. The agent committed that I will get a anwers in 2 days???

Company: Government Pension Administration Agency
Country: South Africa
City: PRETORIA

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