UIF TERS Troubleshooting Matrix

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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 / ChallengeAction to be takenEmail address to be used
Employer only paid for 14 days of lockdown periodSubmit 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 letterheadcovid19Terssupport@labour.gov.za
Monthly declarations are up to date, but employees appear on error listSend proof of previous submissions (and actual submissions) to Dept of LabourCovid19declarations@labour.gov.za
Monthly declarations are not up to dateUpload onto uFiling – can upload batches of up to 100 at a time or alternative email payroll data to the Department of Labouruifdeclarations@labour.gov.za
uFiling access problemsNeed 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 noSam.Mabuza@labour.gov.za
Unable to access TERS SystemNeed to provide Dept with UIF Registration number, letter of authority and request access assistanceViwe.Gqoli@labour.gov.za
Failed Branch Code Validation – employer accountEnsure that there is a link between the company trading name and bank account name / check that correct type of account selected / preferably use universal codecovid19Terssupport@labour.gov.za
Failed Branch Code Validation – employee accountCheck that this is not a shared account / Check that correct type of account reflected i.t.o branch code / preferably use universal branch codecovid19Terssupport@labour.gov.za
CSV upload issues – file was uploaded but employees do not appearCapture individuals manually or submit individual cases to Dept of Labour providing copy of CSV with missing individualscovid19Terssupport@labour.gov.za
Payment schedules and actual payments do not balance where employers have been recalculatedEmail details to Dept of Labourcovid19Terssupport@labour.gov.za
Foreign nationals that have been declared previouslyComplete UI19 and salary schedule and submit together with passport docs and work permit / asylum certificate plus proof of declarations to Dept Labourcovid19Terssupport@labour.gov.za
Foreign nationals that have not been declared previouslyCapture on uFiling and submit salary schedule, UI19, payroll records, work permit / asylum certificate and passport docs to Dept of Labourcovid19Terssupport@labour.gov.za
Employer needs to change bank account detailsNeed 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 placeEmployer needs to complete UI19 confirming return to work date or alternatively letter on letterhead confirming maternity leave period and return to work datecovid19Terssupport@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 themcovid19Terssupport@labour.gov.za
ID numbers that were submitted on CSV or captured on system were incorrectCapture 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 incorrectcovid19Terssupport@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 employeecovid19postpaymentenquiries@labour.gov.za

For additional information, to start your application or check your payment status, visit the UIF COVID-19 TERS National Disaster Application System here.

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