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Useful Information

National complaints handling system

 

INFORMATION ABOUT NATIONAL COMPLAINTS HANDLING SYSTEM CONCERNING ACTIVITY OF PENSION INSUARANCE COMPANY

 

Name of authority/ body competent to deal with member and beneficiary complaints:

 

Financial supervision commission /FSC/
Directorate Social Insurance Supervision Division

 

Ombudsman of the Republic of Bulgaria

 

Board of Trustees and /for mandatory pension fund/ or Advisory Board /for voluntary pension fund/

 

 The pension company which governs the pension fund for supplementary social insurance where the members or beneficiaries are insured.

 

 The Respective Regional Court

 

Contact information for FSC

 

33, Shar Planina Str., Sofia, Bulgaria, post code 1303
e-mail: bg_fsc@fsc.bghttp://www.fsc.bg; tel: (+3592) 9404 999 fax: (+3592) 829 43 24

 


Contact information for the ombudsman

 

22, George Washington Str., Sofia, Bulgaria post code 1000
e-mail:priemna@ombudsman.bg, tel. (+3592) 81-06-955; 980-95-10; fax. 81-06-963
www.ombudsman.bg

 

Contact information for the Boards of Trustees and Advisory Boards

 

Complains to the respective Board of Trustees and Advisory Board could be directed at the address of the respective pension company’s registered office

 

Information about the Boards of Trustees and Advisory Boards could be found on the internet pages on each pension company.

 


Contact information for pension insurance companies /PIC/:

 

Pension insurance company “Doverie” PLC
Sofia 1000, 5 Dunav Str., Tel.: (+359-2) 937 50 72, e-mail: head@poc-doverie.bgwww.poc-doverie.bg

 

PIC „Saglasie“ PLC
Sofia, 20 „F.J. Curie” Str., tel.: (+3592) 816 45 65, fax: (+3592) 816 45 66, e-mail:headoffice@saglasie.bgwww.saglasie.bg

 

PIC “Allianz-Bulgaria” PLC
19a “Tzar Boris III” Str., Sofia 1612, tel: +359 9515229, 9515864, 9515273; e-mail: pod@allianz.bg,www.allianz.bg

 

“ING Pension Insurance Company” PLC, 
49B “Bulgaria” blvd, Sofia 1404, Bulgaria, Switchboard: 0800 11 464; Fax:  (+359 2) 960 84 84; E-mail: maya.hristova@ingbank.comwww.ing.bg

 

PIC “Lukoil Garant Bulgaria”
42 "Todor Aleksandrov" blv., Sofia, 1303, tel. +359 (2) 810 80 10,+359 (2) 400 36 10, fax. +359 (2) 810 80 20, +359 (2) 400 36 20, e-mail: Office @ LukoilGarant.BG, www.lukoilgarant.bg

 


“PIC FUTURE" PLC
3 “Hristo Belchev” street, Sofia 1000, tel: (+3592) 9819064, fax: + (359 2)981 90 65, Email:office@pod-budeshte.bgwww.pod-budeshte.bg

 

PIC “DSK-Rodina” PLC
47 “Oborishte” Str, Sofia 1000, Phone: (+3592) 942 70 17,
e-mail:marketing@dskrodina.bg; www.dskrodina.bg

 

PIC “CCB-Sila” PLC
 2 “Stafan Karadza” Str. Sofia 1000, phone: (+3592) 981 17 74, 980 33 43, 981 07 40 
e-mail: office@ccb-sila.comhttp://www.ccb-sila.com

 

PIC „Toplina“ PLC
 34, „3020“ Str., Industrial zone , Sofia, Bulgaria, 1360; (+3592) 821-999-5, 821-999-6; fax: (+3592)  812-0-777; office@pod-toplina.bghttp://www.pod-toplina.bg.

 

“Pensionnoosiguritelen institute” PLC 
41 Tsar Boris ІІІ blv., Sofia, 1612, tel. (+3592) 80-55-308;  80-55-383 fax. (+3592) 80-55-308, Е-mail: head@pensionins.comwww.pensionins.com

 


Issues falling within the remit of the Competent Authority/body competent to deal with member and beneficiary complaints

 

FSC shall be the supervision over activities of companies engaged in supplementary social insurance activities and the managed by them funds, pursuant to the Social Insurance Code through:

 

1. Issuance of permits (licenses) and approvals, and by refusing to issue such permits and
approvals;
2. Conducting off-site and on-site inspections on the operations of the persons above;
3. Imposing of administrative sanctions 
4. Implementation of administrative enforcement measures and in case of: 
prevention and cessation of violations under Part Two of Social Insurance Code and of the statutory instruments on the application thereof; 
for prevention and elimination of the harmful consequences of such violations, 
the exercise of supervisory activities is obstructed; 
untrue and misleading data are submitted; 
E. the interests of the members or beneficiaries are jeopardized.

 

Ombudsman of the Republic of Bulgaria shall intervene when citizens' rights and freedoms have been violated by actions or omissions of the State and municipal authorities and the administrations thereof, as well as by the persons commissioned to provide public services; make examinations on the complaints and alerts received

 

Each Board of Trustees and Advisory Board handles complains for violation of the right of members or beneficiaries in respective pension fund, makes request to pension companies regarding complains; conduct monitoring over observing of pension company’s obligation to members or beneficiaries in respective pension fund

 

Each pension company has developed complaint’s handling system, information of which is available on the internet page on the respective pension company. Members or beneficiaries could address complaints to respective pension company for all kind of action or omission of company’s officers, social insurance intermediaries, representatives of the company and so.

 

If the respective pension company considers that the complaint is grounded the respective act could be revoked, amended, postponed or issued.

 

Anybody may file a claim at the court in order to recover a right of his, if it is violated, or to ascertain the existence or non-existence of a legal relationship or of a right, if he has an interest of this. A claim to ascertain the truthfulness or untruthfulness of a document may be submitted. A claim to ascertain the existence or non-existence of other facts of legal importance shall be admitted only in the cases provided by law.

 

Precondition that must be met prior to involvement of the competent authority/ body competent to deal with member and beneficiary complaints
 
No precondition must be met with exception of the taxes concerning bringing a suit in court.

 


Outcome provided by the Competent Authority/body competent to deal with member and beneficiary complaints

 

FSC implements administrative enforcement measures in order to prevent or cease violations of the supplementary social security legislation or protect the right of insured person and pensioners.

 

Ombudsman shall exercise the following powers: 
make proposals and recommendations for reinstatement of the violated rights and freedoms to the respective authorities, the administrations thereof, and persons commissioned to provide public services; 
mediate between the administrative authorities and the persons concerned for overcoming the violations committed and reconcile their positions; 
make proposals and recommendations for elimination of the reasons and conditions which create prerequisites for violation of rights and freedoms

 

Board of Trustees and Advisory Board have following functions:

 

Cooperates between pension company and members or beneficiaries for settlement the controversial question.
Makes proposals for improving the activity of the respective pension company.

 

If the respective pension company considers that the complaint is grounded the respective act could be revoked, amended, postponed or issued.

 


The effective decision of court shall be obligatory for the parties and institution.

 

Limits of the redress available to the Competent authority / body competent to deal with member and beneficiary complaints

 

FSC has power to issue mandatory prescriptions to pension company for undertaking of specific measures with a time limit established thereby in case of violation of the right of members/beneficiaries or prevention and cessation of violations the supplementary social security legislation or the statutory instruments on the pension companies but has no power to decide issues concerning exclusive competence of civil court and bringing of suits.

 

Ombudsman has no power to revoke administrative act or act of pension company, neither to impose compulsory measure but could persuade competent authority or management body to do some action by power of argument and prestige

 

Board of Trustees and Advisory Board could only make proposals to management body. Their proposals have no compulsory power.

 

The decision of court shall enter into effect only between the same parties, for the same claim and for the same ground.

 

Indication of the typical time for handling complaints

 

FSC handles complains within 30 days.

 

Ombudsman replyes in writing to the person who has lodged the complaint or alert within one month; if the case requires a more thorough examination, this time limit shall be three months;

 

The Board of Trustees and Advisory Board shall be obligated to reply in writing to each complaint within two months after the date of receipt thereof.