On what issues and where can you complain about the Pension Fund?

The Pension Fund of Russia (PFR) is a government agency whose responsibilities include the provision of pension insurance and social security for citizens. The list of functions of the Pension Fund is quite wide: personalized accounting, assignment and payment of insurance pensions, processing of reports of insurance premium payers, assignment and payment of maternity capital, and so on.

In this regard, the Pension Fund is the institution with which citizens interact most often. However, insured persons and policyholders are not always satisfied with the work of the institution. Controversial issues often arise when, in the opinion of citizens and organizations, Pension Fund employees make unlawful decisions.

At the same time, the law allows you to appeal the actions/inactions of Pension Fund employees to higher and supervisory authorities. However, not everyone knows how an appeal can be made. How and where to complain about the Pension Fund will be discussed later in the article.

Reasons for claims

Due to the extensive list of functions and tasks assigned to this department, there are quite a lot of grounds for filing a complaint. Below are the most common unlawful actions of Pension Fund employees, which citizens have the right to appeal in the prescribed manner.

Incorrect pension calculation

Pension legislation is quite complex and confusing. When calculating and calculating material payments to citizens, many factors are taken into account, including length of service, the amount of pension rights, all kinds of benefits and concessions.

In this regard, errors often arise when determining the amount of material support . At the same time, an incorrect calculation, as a rule, significantly reduces the size of the monthly payment.

As a rule, incorrect calculation occurs due to the fact that any period of work activity was not taken into account by employees when calculating length of service. However, of course, there may be other reasons.

Attention! It is important to understand that the pension is calculated based on the data of the Pension Fund itself and the documents submitted by the applicant. Therefore, if a citizen does not have documentary evidence that he is right, then, first of all, he should be concerned about obtaining them, since a complaint not supported by evidence will not bring a positive result.

Refusal to accept documents and provide public services

It has been established that Pension Fund employees do not have the right to refuse to provide services. However, situations often arise when, under one pretext or another, the department refuses to accept documents from a citizen, citing their incorrect execution, insufficient completeness, or not giving any reasons at all.

Such actions are a gross violation of the law. Pension Fund employees are required to accept applications and other documents within their competence . If they contain errors or the order of submission of papers is violated, then the documents are returned to the applicant, but this is done in strict accordance with the established procedure.

Violation of terms of provision of services

In accordance with the law, one or another service within the competence of the Russian Pension Fund must be provided no later than the expiration of a certain period. For example, the assignment of an insurance pension is carried out within 10 days from the date of acceptance of the application. However, a longer period of consideration is possible - within 3 months, but the reasons for such a delay must be justified.

If the deadlines are not met or there are no grounds for a longer consideration, the applicant has the right to file a complaint about the inaction of Pension Fund officials.

Inappropriate behavior by Pension Fund employees

The most prosaic reason why complaints are filed against the Pension Fund is the rudeness of the fund’s employees.

As a rule, such a conflict has a reason that is not related to the competence of the official, however, any government agency has standards for interaction with citizens, within the framework of which certain ethical norms operate. In other words, rudeness and inappropriate behavior when dealing with applicants will not be tolerated.

Sample applications to the Pension Fund

Basically, recipients of Pension Fund services require samples to submit the following applications:

• on the assignment of a pension or refusal to receive it;
• on recalculation of payments;
• on termination or resumption of payments;
• on clarification of pension calculations;
• about the absence of labor relations with the employee;
• for the return of overpaid insurance premiums;
• for the transition from NPF to Pension Fund.

Sample applications to the Pension Fund are posted below, as well as on the official website of the institution in the “Forms and Forms” section. Applicants may download the required form, print it, and submit it online, in person, or through a representative.

Sample application for a pension (.doc)

Sample application for recalculation of pension amount (.doc)

Sample application for termination of pension payment (.doc)

Sample application for renewal of pension payment (.doc)

Letter of no employment relationship (.doc)

Sample application for refund of overpaid contributions (.doc)

Sample application for transfer from NPF to Pension Fund (.doc)

All forms and forms

Power of attorney for filing an application

Like most organizations providing public services, the Pension Fund allows citizens to apply through representatives. To do this, it is enough to issue a power of attorney in which the applicant will allow a third party to represent his interests. Such a document is drawn up in simple written form, which does not require certification by a notary or the Pension Fund itself. The power of attorney form is presented below.

Power of attorney form for representation of interests in the Pension Fund (.doc)

Attention! When applying to the Pension Fund of Russia by power of attorney, the authorized person must have with him the document itself, as well as his and the principal’s passports (or copies certified by a notary).

How to correctly write a complaint to the Pension Fund of Russia

There are no special requirements for a document such as a complaint. The competent authorities are obliged to accept the appeal, regardless of the nature of its content.

However, in order for the complaint to have effect, experts recommend that it be drawn up in accordance with the rules of official document flow.

Thus, the request must be made in writing. It should not contain gross grammatical errors; typos and corrections are undesirable.

Reference! The text of the document can be written by hand or typed on a computer. This is not of fundamental importance for the possibility of speedy consideration of the appeal.

The complaint itself, being a legally significant document, must have a certain structure, due to which the position stated in it will be more concise and clear.

Let's take a closer look:

1. Document header. In the upper right corner, information about the person sending the appeal (full name, residential address, contacts) and the institution to which it is addressed (name, address, full name and position of the responsible person) is indicated.
2. Title of the document . Next, in the center of the page, the word “Complaint” is written and briefly the action that served as the reason for sending the appeal. For example, “Complaint about the inaction of officials of the Russian Pension Fund.”
3. Main part. Here the citizen should briefly describe the situation that has arisen and explain what exactly the violation of his rights is. Here it should be noted that the style of presentation should be the most impartial, that is, manifestations of emotionality and, especially, insults to officials of a government body are not allowed.
4. The pleading part. Here you should indicate what exactly the applicant requires from the regulatory authority. For example, “I ask you to oblige the specified officials of the Pension Fund branch to recalculate the pension within the period established by law.”

Sample complaint to the Pension Fund:

The complaint must be certified by the signature of its originator, and the date of its writing must also be indicated.

Important! In the text of the complaint there is no need to refer to individual rules of law and legislative provisions. However, the presence of such references significantly increases the possibility of a positive consideration of the application.

Below we will consider a number of authorities that supervise the activities of fund employees.

To the Pension Fund branch

Control over the work of employees rests with their immediate supervisor. Therefore, a complaint to the head of the department will be effective in case of rudeness and incompetence of officials working with citizens. In addition, he should also complain about the improper organization of the reception of citizens.

Head of territorial department

Territorial departments coordinate the activities of Pension Fund branches in a particular region. A complaint is submitted to the head of the territorial department if an appeal to the management of the department does not bring results. In addition, appeals related to incorrect calculation of pension payments, violation of the deadline for the provision of services, and so on are submitted to the department management.

If the appeal does not have an effect, then the complaint should be sent to a higher authority - the Office for Working with Citizens' Complaints of the Executive Directorate of the Pension Fund of the Russian Federation.

To the Administration of the President of the Russian Federation

If an appeal to the higher authorities of the Pension Fund of the Russian Federation does not lead to a positive result, then the complaint should be sent to the Administration of the President of the Russian Federation, which takes measures to respond to violations of the rights of citizens.

To the prosecutor's office

The prosecutor's office is a supervisory agency whose responsibilities include monitoring the implementation of legislation. It is advisable to send an appeal to the prosecutor's office in cases of systematic violation of the rights of citizens by the Pension Fund of Russia.

Going to court

Going to court is the most effective way to protect violated rights. However, it is not a complaint, but an application that is submitted to the judicial authority.

It is considered in the manner of claim proceedings, and therefore the requirements for its preparation and the procedure for filing are established by procedural legislation. Since errors when drawing up a statement of claim are unacceptable, it is recommended to entrust this task to a qualified lawyer.

What can you write in a complaint against the Pension Fund of Russia?

Citizens have the right to leave a complaint about the actions or inaction of the Pension Fund or individual employees and authorized persons. You can complain about the following topics:

1. On the decision to calculate or recalculate a pension.
2. Problems with pension delivery.
3. Refusal to provide a public service or violation of the terms of its provision.
4. Requesting documents not provided for by law.
5. For violation of the deadlines for registering requests.
6. To demand payment for free services.

Sample complaint to the Pension Fund

To write a complaint correctly, we recommend following the sample given below.

Sample complaint to the Pension Fund (.doc)

Please note the information required:

• the name of the territorial body of the Pension Fund or the full name of the employee whose actions or decisions are being appealed;
• Full name, residential address and other contacts of the applicant (representative);
• description of the essence of the problem;
• the citizen’s arguments confirming his disagreement with the actions or decisions being appealed.

If desired, the applicant has the right to add documents, screenshots, photographs and other files to the complaint that prove his case.

How and where to send an application electronically

Today, electronic forms of interaction with government agencies are becoming increasingly widespread. Thus, it is possible to file a complaint with the higher authorities of the Pension Fund of Russia through the official website of the department.

To do this, go to the official website of the fund, located at the web address https://es.pfrf.ru. Here you should find the “Citizens' Appeals” tab. After familiarizing yourself with the rules for submitting applications electronically, a special form will appear on the screen that must be filled out. It should be noted that scans of documents that are attached to it in support of the position can be attached to the text of the complaint. The period for consideration of an application in electronic form is 30 days, the same as when submitting it in the form of a paper document.

In addition, it is possible to send an application through State Services.

Methods of applying to the Pension Fund

The Russian Pension Fund accepts requests in the form of applications and complaints through the following methods:

• online – through the reception desk or personal account of the official website and government services portal;
• in writing - you can write a letter to the address of the Pension Fund or its branch;
• by telephone hotline and reference telephones for regions;
• upon a personal visit of the applicant.

PFR contacts

Contact details for where to write and send complaints are presented in the table below.

Wanting to file a complaint about the work of the Pension Fund, citizens can attract public attention to their problem in order to be more likely to achieve a positive resolution of the issue. To do this, you should leave a request electronically on this website.

Complain via the official website

To submit an application through the official website of the Pension Fund of the Russian Federation, it is not necessary to register the personal profile of the insured person. All you have to do is use the online reception.

Procedure:

1. In the “Contacts” section on the website www.pfrf.ru, find the online reception.

   

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2. Select your category as an applicant.

   

3. Read the terms and conditions of remote service.
4. Fill out the form to submit your application.

Hotline complaint

For each region of the Russian Federation, a Pension Fund hotline has been allocated for local citizens. To find the required number, you should refer to the department’s website. Line numbers by region are given in the table above.

The service operates in reference and consulting support mode. You can also leave a complaint about an employee or the work of an organization by calling the PFR hotline . It will not be possible to submit an application to the Pension Fund in this way - employees will not discuss issues related to the client’s personal data.

Contact your personal account online

To submit an application through your personal account of the Pension Fund of Russia in electronic form:

1. Open the main page www.pfrf.ru and go to your personal account.

   

2. Log in.
3. Select the desired service and proceed to fill out the online application.

   

4. Provide the required information and complete the application.

Attention! Authorization of the recipient of Pension Fund services is carried out through his profile on State Services.

Application to the Pension Fund through State Services

To submit an application through the State Services portal, you must have access to your personal account. Procedure for citizens to apply online:

1. Open the page www.gosuslugi.ru and log in.
2. Go to the desired section of the “Services” menu or find the Pension Fund in the “Authorities” tab.

   

3. Select a service to read its description and proceed to checkout.