Accounts from people
who came to us with questions.

The Situation

A client who had taken unpaid leave for family reasons found that the benefit-determination letter treated this gap as a break in qualifying service, reducing the benefit calculation. The client believed the treatment was incorrect under the applicable regulations but could not identify the specific provision.

What We Found

The records examination identified that the gap in question fell within a category of approved leave that should not have been treated as a break in qualifying service under the relevant EPF circular in force at the time. The written findings cited the applicable circular and showed the recalculated contribution period.

What Followed

The client chose to proceed to the Long-form Resolution Programme. Written representations were made to the administrator citing the findings. A revised determination was issued within six weeks of the formal written complaint being lodged, without the matter proceeding to a tribunal.

The Situation

A retired civil servant received a pension determination that used a retirement date two months later than the date recorded in her employment records. The difference reduced her pension entitlement and she had been unable to obtain a clear explanation from the relevant department.

What the Visit Found

The written summary from the Enquiry Visit noted that the employment letter and the department's own records pointed to the earlier date. The summary identified the documents that would need to be submitted and the channel through which a formal objection could most efficiently be raised.

What Followed

The client used the written summary to make a formal enquiry herself, as the summary gave her enough information to do so with confidence. The date was corrected after a short correspondence. She did not require the Records Examination or the full programme.

The Situation

A client's withdrawal application was declined on the basis that employer contribution records for a three-year period could not be verified. The employer had since ceased operations, and the client had no access to historical payslips covering that period.

What We Did

We identified and requested alternative records — tax filings, statutory declarations, and EPF employer registration records — that could corroborate the contribution period. Written representations were submitted to EPF with the supporting documentation, setting out the legal basis for accepting the alternative evidence.

What Followed

The withdrawal was approved following a formal review process, without proceeding to the Industrial Court. The total programme ran for approximately four months, with written updates to the client at each substantive stage.