Editor’s Thoughts.

As the industry works on implementing Conduct Standard 2 of 2025 (that’s the one for pension benefit administrators), one of the issues that is getting a lot of attention is that of complaints. At the IRFA Conference in August, the PFA told the industry that the number of complaints received per day has increased from 41 to 55! It’s kind of easy to sweep that under the two-pot rug and carry on with BAU, but the Conduct Standard (and COFI) are making TCF law. (Whew, there’s a lot of acronyms in that sentence!) But I believe that complaints are little nuggets of feedback that keep you from believing your own BS. Colyn Dee (Cirrus TechVue) explains what is required for compliance. But it’s not just about ticking (yet another) compliance box – tracking and trending complaints properly and formally can add tremendous value to your business by shining a spotlight on what’s not working. (Speaking of two-pot, register here for EBnet’s webinar at 9am on Monday to catch up on lessons learned over the past year.)

The one thing none of us are complaining about in 2025 (so far) is investment performance. I caught up with Sanisha Packirisamy (Momentum Investments) on EBnet.Stream to chat about why, where, how? The world is breaking down, and markets are just moving up. (Crazy!) And, if you don’t know yet, a friend and I have blown off book(wine)club and have started trading shares – have I missed the goldrush? (Umar-Farooq Kagee, Allan Gray)

Also on EBnet.Stream, and staying with investments, is this week’s Exec Meet & Greet with Darryl Moodley, CEO Sanlam Investments Multi-Manager. It’s a great conversation about both Darryl himself and multi-management in South Africa.

And in case you were thinking of outsourcing your complaints management to AI, well, I don’t think that’s necessarily a bad idea – register here for our 2025 Evolutionaries Conference, where the theme is AI. You’ll hear what MIP is doing with AI in systems.

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