Minsocpolicy: we understand concerns regarding possible queues in PFU service centers, but they are not a widespread phenomenon

The Ministry of Social Policy, Family, and Unity of Ukraine states that it understands citizens’ concerns regarding potential queues at the service centers of the Pension Fund of Ukraine (PFU), but emphasizes that queues are not a universal occurrence.

"Minsocpolicy understands citizens’ concerns regarding possible queues at PFU service centers and emphasizes: systemic measures are being taken to minimize such situations," the ministry told Interfax-Ukraine, commenting on social media discussions regarding the queues.

Specifically, the department noted that a series of training sessions is planned for service center employees—both for permanent Pension Fund staff and for former employees of social protection departments who joined the team following reorganization.

"This is not a situational reaction, but a strategic decision aimed at improving service quality, enhancing the organization of service center operations, and consequently reducing potential difficulties for citizens in the future. We are focused on a specific result—so that people receive services quickly, conveniently, and in proper conditions," Minsocpolicy assured.

At the same time, they emphasize that queues are not a widespread phenomenon, and the workload of service centers varies significantly depending on the settlement, day of the week, and time of day. It is reported that the Pension Fund regularly publishes information on its website regarding the presence of queues of more than 20 people at service centers.

"We would like to emphasize separately that the most effective way to avoid waiting is to use the preliminary online appointment system. This allows citizens to save time and simultaneously organizes the workload on service center specialists more evenly. Appointments can be made through the PFU electronic services portal," the department noted.

Minsocpolicy also stresses the importance of considering that the temporary suspension of reception during air raids is strictly a safety requirement.

"We ask for understanding regarding this. Immediately after the alert ends, service centers resume work, and usually, the workload is lower at that time," the commentary reads.

As reported, the Cabinet of Ministers transferred the authority to provide the following types of assistance to the Pension Fund of Ukraine starting July 1, 2025: state social assistance to persons not entitled to a pension and persons with disabilities; state social assistance for care; state social assistance to persons with childhood disabilities and children with disabilities; and funeral assistance for recipients of state social assistance. It was noted that this step should lead to the centralization and digitalization of social services and increase their accessibility for citizens.