UIF and the Department of Employment and Labour have released a Troubleshooting Matrix to help applicants with their questions surrounding COVID-19 TERS applications and submissions.
The matrix presents the common problems UIF applicants are experiencing, recommends the actions to take, and who to contact for further assistance.
|Problem / Challenge||Action to be taken||Email address to be used|
|Employer only paid for 14 days of lockdown period||Submit individual cases to Dept of Labour providing evidence of intention to claim for full period (earlier email submissions) plus explanatory letter of steps followed on letterhead||covid19Terssupport@labour.gov.za|
|Monthly declarations are up to date, but employees appear on error list||Send proof of previous submissions (and actual submissions) to Dept of Labour||Covid19declarations@labour.gov.za|
|Monthly declarations are not up to date||Upload onto uFiling – can upload batches of up to 100 at a time or alternative email payroll data to the Department of Labouremail@example.com|
|uFiling access problems||Need to provide Dept with UIF Registration number, previous user’s full names and ID no (if available) and new user’s full names and ID no||Sam.Mabuza@labour.gov.za|
|Unable to access TERS System||Need to provide Dept with UIF Registration number, letter of authority and request access assistance||Viwe.Gqoli@labour.gov.za|
|Failed Branch Code Validation – employer account||Ensure that there is a link between the company trading name and bank account name / check that correct type of account selected / preferably use universal code||covid19Terssupport@labour.gov.za|
|Failed Branch Code Validation – employee account||Check that this is not a shared account / Check that correct type of account reflected i.t.o branch code / preferably use universal branch code||covid19Terssupport@labour.gov.za|
|CSV upload issues – file was uploaded but employees do not appear||Capture individuals manually or submit individual cases to Dept of Labour providing copy of CSV with missing individuals||covid19Terssupport@labour.gov.za|
|Payment schedules and actual payments do not balance where employers have been recalculated||Email details to Dept of Labour||covid19Terssupport@labour.gov.za|
|Foreign nationals that have been declared previously||Complete UI19 and salary schedule and submit together with passport docs and work permit / asylum certificate plus proof of declarations to Dept Labour||covid19Terssupport@labour.gov.za|
|Foreign nationals that have not been declared previously||Capture on uFiling and submit salary schedule, UI19, payroll records, work permit / asylum certificate and passport docs to Dept of Labour||covid19Terssupport@labour.gov.za|
|Employer needs to change bank account details||Need to provide banking details on spreadsheet template and then provide bank confirmation letter /statement reflecting bank account details (recent)||covid19Terssupport@labour.gov.za|
|Active claim in place||Employer needs to complete UI19 confirming return to work date or alternatively letter on letterhead confirming maternity leave period and return to work date||covid19Terssupport@labour.gov.za|
|Employees who were previously reflected on the Error report has now “disappeared”. Not on the payment list.||Case by case – need to report to them||covid19Terssupport@labour.gov.za|
|ID numbers that were submitted on CSV or captured on system were incorrect||Capture manually onto TERS system and then send error report together with copies of ID’s to Dept of Labour with request to rectify – also register correct information on uFiling if ID number on declarations were incorrect||covid19Terssupport@labour.gov.za|
|Processing claims for employees who do not have bank accounts – what is the correct procedure?||Employer provides own bank account details – will need to provide proof of cash payment to firstname.lastname@example.org|
For additional information, to start your application or check your payment status, visit the UIF COVID-19 TERS National Disaster Application System here.