The Social Security Regulatory Authority (SSRA) in Tanzania was established under section 5 of the Social Security (Regulatory Authority) Act No.5 of 2008. Among other things, the Authority has powers to regulate and supervise the Tanzania Social Security Sector. The Authority regulates five DB schemes namely; NSSF, PSPF, LAPF, GEPF and PPF. It also regulates one Workers Compensation Fund, WCF and one health Fund, NHIF.

Protection of members' interest is one of the key functions of the Authority as stipulated in section 5 of the Act. In the course of supervising and regulating the entities, SSRA has to put efficient and effective complaints handling processes. The good practice addresses challenges and measures taken by the Authority in order to efficiently manage member complaints and improve customer services and protect members. The solution taken by SSRA was to implement a Complaint Management System which allows members to lodge their complaints to the Authority electronically and track the status of their complaints through the system, which is accessed through the SSRA's website and the Complaint Management Apps.