2062. Deputy Charles Ward asked the Minister for Social Protection the reasons for the severe and ongoing operational dysfunction and prolonged customer service delays affecting MyFutureFund; the average wait times for employers and employees utilising the telephone and webchat support channels; the specific technical and administrative measures his Department is taking to eliminate the massive backlogs; the timeline by which full, seamless service functionality will be restored; and if he will make a statement on the matter. [62701/26]

2087. Deputy Charles Ward asked the Minister for Social Protection the average phone waiting time experienced by MyFutureFund customers, by month since the scheme commenced operations; the average webchat waiting time by month; the number of unanswered telephone calls, abandoned calls and unanswered webchat requests recorded in each month to date; the number of open customer service cases, complaints and employer support queries currently awaiting resolution; the measures being taken by his Department and NAERSA to address service backlogs and improve customer response times; and if he will make a statement on the matter. [63403/26]

I propose to take Questions Nos. 2062 and 2087 together.

The Programme for Government contained a commitment to introduce the Automatic Enrolment Retirement Savings System (AE). The aim of introducing AE was to address the pension coverage gap that exists in Ireland and to provide workers with greater comfort and security regarding their retirement income.

The new system - known as MyFutureFund - commenced on the 1 January 2026 and it is overseen by the National Automatic Enrolment Retirement Savings Authority (NAERSA), which is a separate statutory body, independent of my Department and directly responsible for all operational elements of MyFutureFund. There are currently over 825,000 participants in MyFutureFund.

I have been advised by NAERSA that there is no severe ongoing operational dysfunction affecting MyFutureFund. As a new organisation NAERSA is reviewing all activity and working through issues as they arise in this the first year of MyFutureFund. The average call waiting time is two minutes with an average chat response time is four minutes. Overall, the average response rate for calls and chats is 89%, with over 90% of queries resolved without the need for further contact.

I am also advised by NAERSA that during the recent opt-out window, there was an increase in customer contacts, however, call volumes to date in September are returning to normal levels. NAERSA also advises that it is progressing a range of enhancements to ensure an excellent customer service continues to be provided.

I have been further advised that the data relevant to your request is as follows:

Unanswered Calls per Month and Waiting Times in seconds

Please note the unanswered figures will include callers who were able to get the required information from other MyFutureFund information channels including Chat and myfuturefund.ie

Unanswered Chats per Month and Waiting Times in Seconds

As with calls, the unanswered figures will include those who were able to get the required information from other MyFutureFund information channels including calls and myfuturefund.ie.

The unanswered calls and chats represent 11% of all calls and chats received to date.

There are currently three complaints on hand, almost 45,000 work items have been completed to date, with 1,516 on hand. NAERSA continues to monitor and improve its customer service levels.

I hope this clarifies matters for the Deputy.