J. Bailey presented a report to update members on the latest available record of reported beaches and provide details of complaints and appeals for the period from 1 July 2022 to 30 September 2022.

Cyber Security Incidents - There were three incidents in the quarter, two of which were the common issue of phishing emails. Fortunately, the relevant members of staff identified the emails as such and these were reported to ICT in line with our incident reporting process.

The third incident was a result of a member of staff accidentally clicking on a

notification purporting to be from an anti-virus provider.

An additional course for staff has been identified and will be added to the mandatory training.

The Authority has had its security tested by a third party and achieved  accreditation under theCyber Essentials Plus scheme.

Complaints – Four complaints received in the Quarter, this is a reduction from those received in recent quarters. Two were outside of SYPA control as they were a result of either delays from third-party providers, regulatory requirements or actions not taken by the member.

Of the two complaints directly attributable to SYPA, one was from a member

who was unhappy with the delay in processing his aggregation. This is a known issue.

The second was a member who experienced a delay with the payment of their retirement benefits which was compounded by SYPA after an initial employer delay. This was a training issue with an individual member of staff who did not correctly assign a workflow task and has been addressed.

Formal Appeals - Three formal appeals determined at Stage One of the IDRP process. The first was a member who had initially been incorrectly provided with a transfer value quotation even though she was above the age limit to transfer and wanted this to be honoured. SYPA systems have since been updated to prevent a transfer being calculated in these circumstances but the member was compensated for the error.

The second case related to a member who had been overquoted on an estimate of

benefits because of the Final Pay estimate given by the employer. This was primarily

an error on the part of the employer but it would have been prudent for SYPA to have

identified this when checking the case so the member was given a modest compensation award.

The final case related to a member who had been overquoted on an estimate of

benefits because the service history was showing full-time and not part-time service.

This had been corrected by the employer but SYPA had not updated the records in a

timely manner so, a modest compensation award was given. Arrangements have been put in place to ensure any service history corrections are actioned much sooner than happened in this case.

Future reports to include information regarding compliments received by the Authority for balance of reporting.

RESOLVED

a. Note the breaches summary and comment on any further reporting

requirements or actions

b. Note the outcome of complaints and appeals handled and comment on any

further requirements