PENALTY WAIVER

USER GUIDE

PENALTY WAIVER - USER GUIDE I

 CHILILABOMBWE OFFICE CHINGOLA OFFICE CHINSALI OFFICE CHIPATA OFFICE
Petroda Building Clen Building Opposite the New Goverment Provident House
P.O. Box 210078 P.O. Box 10324 Complex & Civic Centre P.O. Box 510260
Chililabombwe - Zambia Chingola - Zambia P.O. Box 480274 Chipata - Zambia
Tel: +260 212 395 540 Tel: +260 211 395 505 Chinsali - Zambia Tel: +260 216 223 427
Tel: +260 211 395 890

CHISAMBA OFFICE CHOMA OFFICE CHONGWE OFFICE KABWE OFFICE

Zambeef Building Provident House NAPSA Chongwe Chitanda House
Fringilla P.O. Box 630267 Plot # 322 P.O. Box 80433
P.O. Box 39 Choma - Zambia Chongwe Civic Centre Kabwe - Zambia
Chisamba - Zambia Tel: +260 211 395 710 P.O. Box 158 Tel: +260 215 221 379
Tel: +260 211 395 370 Chongwe - Zambia Tel: +260 215 223 129
Tel: +260 211 395 390

KAFUE OFFICE KASAMA OFFICE KAWAMBWA OFFICE KITWE AREA OFFICE

Kafue River Mall Compensation House Provident House Edgar Chagwa Lungu
P.O. Box 360041 P.O. Box 410125 P.O. Box 730178 (ECL) Business Park
Kafue - Zambia Kasama - Zambia Kawambwa - Zambia Office Block
Tel: +260 211 395 440 Tel: +260 211 395 850 Tel: +260 212 960 053 P.O. Box 22247
Kitwe - Zambia
Tel: +260 212 395 450
LUANSHYA OFFICE LIVINGSTONE OFFICE LUSAKA AREA OFFICE LUSAKA STATION - A
Nollies Building Mosi-oa-Tunya House Levy Business Park Levy Business Park
P.O. Box 90026 P.O. Box 60573 Corner of Church & Corner of Church &
Luanshya - Zambia Livingstone - Zambia Kabelenga Roads Kabelenga Roads
Tel: +260 212 512 252 Tel: +260 213 322 145 P.O. Box 51275 P.O. Box 51275
Tel: +260 212 395 640 Tel: +260 213 331 444 Lusaka - Zambia Lusaka - Zambia
Tel: +260 211 395 321 Tel: +260 211 395 321
Tel: +260 211 395 430
LUSAKA STATION - B LUSAKA STATION - C LUSAKA STATION - D MANSA OFFICE
Levy Business Park Levy Business Park Levy Business Park Provident House
Corner of Church & Corner of Church & Corner of Church & P.O. Box 710190
Kabelenga Roads Kabelenga Roads Kabelenga Roads Mansa - Zambia
P.O. Box 51275 P.O. Box 51275 P.O. Box 51275 Tel: +260 212 821 236
Lusaka - Zambia Lusaka - Zambia Lusaka - Zambia
Tel: +260 211 395 423 Tel: +260 211 395 815 Tel: +260 211 395 817
MAZABUKA OFFICE MBALA OFFICE MKUSHI OFFICE MONGU OFFICE
Provident House Lake Press House Provident House Provident House
P.O. Box 670075 P.O. Box 420289 P.O. Box 840140 P.O. Box 910176
Mazabuka - Zambia Mbala - Zambia Mkushi - Zambia Mongu - Zambia
Tel: +260 211 395 670 Tel: +260 211 125 800 Tel: +260 211 395 783 Tel: +260 217 221 128

MONZE OFFICE MUFULIRA OFFICE NDOLA OFFICE PETAUKE OFFICE

Provident House Zampost Building Reekays Mall Ndembela House
P.O. Box 660244 P.O. Box 40099 P.O. Box 72035 Central Street
Monze - Zambia Mufulira - Zambia Ndola - Zambia P.O. Box 560172
Tel: +260 213 250 533 Tel: +260 211 395 550 Tel: +260 212 610 849 Petauke - Zambia
Tel: +260 211 395 555 Tel: +260 211 395 621 Tel: +260 211 395 820

REGIONAL OFFICE - NORTH REGIONAL OFFICE - SOUTH SOLWEZI OFFICE ZAMBEZI OFFICE
Edgar Chagwa Lungu Levy Business Park Provident House Provident House
(ECL) Business Park Corner of Church & P.O. Box 110065 P.O. Box 150151
Office Block Kabelenga Roads Solwezi - Zambia Zambezi - Zambia
P.O. Box 22929 P.O. Box 51275 Tel: +260 211 395 940 Tel: +260 211 395 945
Kitwe - Zambia Lusaka - Zambia Tel: +260 211 395 946
Tel: +260 212 221 164 Tel: +260 211 395 422

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 TABLE OF CONTENTS
STEP 1: ACCESSING THE PORTAL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.1.  HOW TO ACCESS THE PORTAL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.2.  HOW TO LOGIN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
1.3.  PORTAL DASHBOARD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

STEP 2: ACCOUNT MANAGEMENT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2.1.  UPDATING ENTITY PROFILE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2.2.  UPDATING EMPLOYER CONTACT DETAILS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
a.  Primary Contact Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
b.  Contact Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
c.  Update the Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
d.  One-Time Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

STEP 3: FLAGGED ISSUES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

3.1.  UNDECLARED AND UNPAID MONTHS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
3.2.  CONTRIBUTIONS WITHOUT RETURNS (UNPOSTED AND UNBALANCED) . . . . . . . . . . . . 8

STEP 4: PENALTIES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
4.1.  OUTSTANDING PENALTIES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
4.2.  WAIVABLE PENALTIES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

STEP 5: WAIVER APPLICATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

5.1.  GENERAL WAIVER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
5.2.  SPECIAL WAIVER. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

GLOSSARY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Version 1.0

PENALTY WAIVER - USER GUIDE 1

 STEP 1: ACCESSING THE PORTAL
1.1.  HOW TO ACCESS THE PORTAL
Open any web browser on an internet-enabled gadget being used (e.g., laptop, desktop, tablet, or
mobile phone) and go to the NAPSA website https://www.napsa.co.zm. (See Figure 1 below)

Figure 1: National Pension Scheme Authority Website URL.

On the NAPSA website, click on the “Online Services” button on the top right corner of the home
page (See Figure 2 below).

Figure 2: National Pension Scheme Authority Website home page.

On the NAPSA “Online Services” webpage (see Figure 3 below), click on the “Employer Services”
tab and proceed to the “Penalty Waiver” button to access the Penalty Waiver login page.

Figure 3: NAPSA Online Services Webpage.

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1.2.  HOW TO LOGIN
Figure 4 below shows the Penalty Waiver login page. Please proceed to enter your existing eNAPSA
login details (i.e., Account number, email address, and password) to login to the portal.

For Employers who may have forgotten their password, click on the “Forgot Your Password” link and
proceed to reset the password from the eNAPSA (https://enapsa.napsa.co.zm) portal.

Figure 4: Penalty Waiver Portal Login page.

1.3.  PORTAL DASHBOARD

Once you successfully log in for the first time, read and accept the Terms and Conditions to proceed
to the Dashboard (Figure 5).
On the dashboard you will see the following information:
“Outstanding Penalties” - displays unpaid penalties from paid contributions.
“Waivable Penalties” - displays waivable penalties from outstanding penalties.
“Flagged Issues” - displays the number of issues to be resolved on your account.
“Apply for Penalty Waiver” - use this button to apply for a Penalty Waiver. You will not be able to
proceed to apply for a waiver if:
• There are any unresolved flagged issues.
• Your KYC status is not complete (i.e., some items are unresolved).
“KYC Status” - shows the extent to which an employer’s details have been updated. Note that any
items highlighted in “red” will need to be resolved to bring the KYC status to completion and change
the highlighted items to “green”.

Figure 5: Penalty Waiver Dashboard.

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 STEP 2: ACCOUNT MANAGEMENT
This step gives a clear guide on how to manage (i.e., verify and/or update) some key details on the
account that are critical for employer identification.

To update employer details, navigate to the “Manage Account” page by clicking on the “Manage
Account” menu item on the left menu bar (see figure 5 above).

On the “Manage Account” page (see figure 6), take note of the following:
a. Entity Profile: This button allows an employer to initiate the update of their employer details.
b. Contact Details: This button allows an employer to verify, confirm, and/or update the contact
person details and business premise address.

Figure 6: Penalty Waiver Portal – Manage Account Page.

2.1.  UPDATING ENTITY PROFILE

From Figure 6 above, click on the “Entity Profile” button to initiate the update of an employer’s Entity
details. A pop-up window will display (see figure 7 below) showing the Entity Details as follows.
a. Entity Type: Proceed to update the entity type using the drop-down menu.
b. Entity ID: Proceed to enter the employer’s entity ID (i.e., PACRA Registration Number, Registrar
of Societies Registration number, NRC number for employers of domestic workers only, etc.).
c. Entity Name and Trading as: The employer’s name and trading name will populate as maintained
on the NAPSA system.
d. ZRA TPIN: The employer is expected to provide their Taxpayer Identification Number (TPIN) as
registered by Zambia Revenue Authority (ZRA).
e. ZRA TPIN Certificate Upload: Attach a copy of the ZRA TPIN certificate.
f. Business Sector: Select the business sector from the drop-down menu.
g. CEO’s Details: Update the name, phone number and email address of the CEO/Executive
Director/Proprietor.

After updating all the fields mentioned above, proceed to submit by clicking on the “Update Profile”
button.

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Figure 7: Penalty Waiver – Entity Profile Window.

2.2.  UPDATING EMPLOYER CONTACT DETAILS

As depicted in Figure 6 above, use the “Contact Details” button to initiate the update of an employer’s
contact details. A pop-up window will display (see Figure 8) showing the Contact Details as follows.
a. Primary Contact Capacity
Select the primary contact capacity from the drop-down menu (Owner, Employee, Agent).

b. Contact Details
Enter the contact’s name, mobile phone number, landline (optional) and the primary email
address.

c. Update the Address

Fill in the business’ postal address, location and the nearest landmark to the business address.

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Figure 8: Penalty Waiver – Contact Details Window.

d. One-Time Passwords
Once the employer clicks the “Update Contact Details” button, the employer will receive a One-
Time Password (OTP) on their registered mobile number and email address. To successfully
submit the contact details, the employer will have to input the correct OTP. Once the OTP has
been verified, the contact details will be updated.

If you did not initiate any amendment process on eNAPSA employer account report the message
to NAPSA on [email protected] or call +260 211 395 677 or 677 (toll free).

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 STEP 3: FLAGGED ISSUES
Resolve all the flagged issues on your account by clicking on each of the flagged items as depicted
in Figure 9 below. Please note that you will not be able to apply for a waiver if these items are not
resolved. Kindly refer to the glossary for definition of terms for the flagged items.

Figure 9: Penalty Waiver – Flagged Issues.

3.1.  UNDECLARED AND UNPAID MONTHS

To upload returns and pay for the listed periods, sign in to eNAPSA. Note that if your business was
suspended, closed or you had no eligible employees proceed to submit a Nil return. (see Figure 10).
a. To submit returns and make payment for undeclared periods, login to your eNAPSA account,
upload the returns and proceed to make payment using your preferred payment option.
b. To make additional payments for UNDERPAID periods, submit the top up returns and proceed
to make payment using your preferred payment option.
c. Navigate to the “PAYMENTS” tab then click on the “PENALTIES AND UNDERPAYMENTS” tab.
d. Select the underpayment returns for payment and click Pay for Selected items.
e. Enter the amount that you are paying in the box that’s indicated Zambian Kwacha (ZMW).
f. Click Proceed to Pay.
g. Select your preferred payment option and complete the payment.

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Figure 10: Flagged Issues – Undeclared and Unpaid Months.

3.2.  CONTRIBUTIONS WITHOUT RETURNS (UNPOSTED AND UNBALANCED)

To post returns on paid contributions follow the following steps.

a. Go to “https://enapsa.napsa.co.zm” and enter your login details.
b. On the header, click on the “Returns” tab and proceed to select “contributions without returns”.
c. Select the period then proceed to the “Upload for Selected Return” button.
d. Click “Choose File” to select the saved return (note that the file must be in csv format and must
be equal to the return amount displayed on eNAPSA).
e. Click “Submit File” to load the return.
f.
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 STEP 4: PENALTIES
To view penalties (Outstanding and waivable penalties), navigate to the dashboard and click on the
“Outstanding Penalties” or “Waivable Penalties”.

Figure 11: Penalties – Outstanding and Waivable.

4.1.  OUTSTANDING PENALTIES

This displays the outstanding penalty on each paid contribution period. Note that this can be exported
to excel or pdf.

Figure 12: Outstanding Penalties

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4.2.  WAIVABLE PENALTIES
This displays the waivable penalties on the account from the outstanding penalties (see Figure 13
below). Note that this amount is subject to change with every contribution period levied a penalty.

Figure 13: Waivable Penalties

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 STEP 5: WAIVER APPLICATION
To apply for a Penalty waiver, click on the “Apply for Penalty Waiver” button on the dashboard (see
figure 14 below).

Figure 14: Waiver Application – Dashboard.

This will take you to the popup menu shown below which will allow you to select the Penalty Waiver
type as depicted in Figure 15 below.

Figure 15: Waiver Application – Apply for a Penalty Waiver.

5.1.  GENERAL WAIVER

The general waiver will apply to all periods prior to 6th December 2022 that incurred a penalty at the
20% rate. To apply for this waiver, select “General Waiver Application” from the drop-down menu.
Click on the confirmation box then “submit application”. Kindly note that the General waiver will
cover covid periods as well.
5.2.  SPECIAL WAIVER
This type of waiver may apply to periods affected by Bankruptcy, the Failure of NAPSA’s administrative
payment system, Force Majeure, Liquidation, National Emergencies/ Health Pandemic/ Civil Unrest
and Natural Disaster.

To apply for this waiver, select “Special Waiver” from the drop-down menu then proceed to complete
the fields listed below.
a. Reason: Select reasons for application of a waiver from the drop-down menu.
b. Period: Note that you are required to indicate the affected period on the application from the
“Start Date” to the “End Date”. To add another period, click the “Add Period” button (see Figure
16).
c. Supporting Documents: You will be required to attach documents in support of the application.

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Figure 16: Waiver Application – Special Waiver.

d. Disclaimer: By clicking on the “confirmation button”, you are declaring that the information
contained in this application, including any returns or other supporting documents are to the best
of your knowledge true, correct and complete. You further acknowledge that the Authority has the
right as provided by law to re-instate the penalties in the event that it is established that a false
declaration was made.
e. Submitting the application. Once everything has been completed, click on the “Submit
Application” button as shown in Figure 17 below.

Figure17 : Waiver Application – Submit Application.

Once submitted for review, you will see a notification (in green) on your Dashboard (see Figure 18
below) and an acknowledgment email will be sent to the registered email address/addresses.

Figure 18 : Dashboard - Penalty Waiver Successful update submission window

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 GLOSSARY

Contributions Without These are contribution periods in which payments were made
Returns (Unposted) but no corresponding monthly returns were submitted.

Contributions Without These are contributions periods in which the monthly return
Returns (Unbalanced) that was submitted did not match the contribution payment.
This may be due to either an incorrect payment having been
made or submission of an incomplete monthly return.

Flagged Issues Displays the number of issues that need to be addressed on

the account as part of the eligibility conditions for entitlement to
the penalty waiver.

Outstanding Penalty These are penalties arising from late payment of principal
contributions and accrue as set out in Section 15(2) of the NPS
Act of 1996 as amended.

Undeclared and Unpaid These are periods that are missing and unpaid from the
Months employer’s statement.

Waivable Penalties These are penalties eligible for a waiver from the outstanding
penalties and are subject to change with subsequent payment
of arrears.

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 P.O. Box 51275
Levy Business Park
Corner of Church & Kabelenga Roads, Lusaka
YourNAPSA | MyNAPSA
+260 973 000 677 | [email protected] | www.napsa.co.zm | NAPSA
Tel: +260 211 395 677 | Contact Center Toll-free Line 677 | Integrity Toll-free Hotline 5080

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