NAVISION CATEGORIZATION

INTERACTION CATEGORIES ON NAVISION Request Enquiry Complaint Observation

Request CATEGORIZATION DEFINITION Access to Loan facility Requests for all kinds of loan Account Balance Confirmation Account balance requests AVC - Submission of Withdrawal Documents Receipt of AVC documents AVC Enquiry AVC Sign up, withdrawal process, tax applications Bank Account Update Change of bank details for benefit payments Biometric Capture Validating of client's biometrics Certificate of Membership Requests for Certificates Email - Explanation on email received Detailed information on the email received

Request Cont’d CATEGORIZATION DEFINITION Employer Code Clients requests for employer code for remittance Expression of interest for Transfer Transfer of RSAs to and fro PFA Investment Advice Clients requests on investments of funds or enquiries on investment to subscribe to KYC Enquiries and submission of KYC forms Monthly Pension Payment Clients requests/complaints on monthly pension NSITF Submission of documents, enquiries on transfer requirements, status of transfer Office Location Clients request for specified office location

Request Cont’d CATEGORIZATION DEFINITION Period of last remittance Clients request for last time remittance took place on their RSA PFA confirmation Clients' request to verify the PFA Name Remittance / Contribution Process Request for ARM Pensions account and custodian details RSA Pin RSA PIN request Statement of Account Request for statements Withdrawal from RSA Refund to PenCom, withdrawal of excess remittance by employer Update - Client Next of Kin Change or correction of Client's Next of Kin details. Update - Client Email Change, addition or correction of Client's E-mail address.

Request Cont’d CATEGORIZATION DEFINITION Update - Client Address Change or correction of residential or correspondence addresses. Update - Client Employment Details Change or correction of employment details Update - Client Staff ID Change or correction of Client's employment/Staff Identity number Update - Client Name Change or correction of Client's name Update - Client DOB Change or correction of Client's date of birth Update - Client Title Change or correction of Client's Title Update - Client Gender Change or correction of Client's gender Update - Client Mobile Number Change, addition or correction of Client's mobile number

Complaint CATEGORIZATION DEFINITION Irregular Contribution Omitted contributions Login Issues Non receipt of activation code, Invalid login details, denied access, username retrieval, password reset Remittance Issues Under remittance, over remittance, omitted contributions, partial funding Remittance Status Confirmation of remittances by employer(s) SMS not received Non receipt of a notification for a transaction (either due to wrong mobile number or network issues) Statement not received Non receipt of quarterly statements Transfer - Inter PFA Issues on retrieval of contributions wrongly remitted to other PFAs Zero/Unfunded Account Complaints on non remittance of contributions by employer SMS to Wrong Number Complaints on receipt of SMS notifications from people not signed up with us

Enquiry CATEGORIZATION DEFINITION Benefit Application Process Enquiries on benefit requirements, procedures, and grounds for withdrawals Benefit - Deceased Client Issues Follow up on application Benefit - Increment on Monthly Pension Requests for increase in pension Benefit - Other Payment Issues Under payment, non receipt of payment, returned monies Benefit - Submission of Documents for processing Receipt of client's withdrawal documents Confirmation - Date of Birth Enquiries on date of birth captured on our database Confirmation - Details of Next of Kin Enquiries on captured next of kin details on our database

Enquiry Cont’d CATEGORIZATION DEFINITION Confirmation of Payment Clients enquiries on payment received Dual/Multiple RSA PINs Complaints/enquiries on multiple registrations Gift Items Clients enquiries on expected gift items Military Refund Enquiries on payment status for refund Online Access - Log in Procedure Guide on online access SMS - Explanation on SMS received Detailed information on the SMS received Statement Delivery Mode E-statements request Transfer - Cross Border All enquiries on how to remit contributions from outside Nigeria

Observation CATEGORIZATION DEFINITION Appreciation Quality service or meeting/surpassing expectations

Conclusion