I am a member of an occupational pension scheme, through which I also pay AVCs. Every year I have to write, phone, hassle and cajole the fund administrator in an effort to get a statement of benefit. This year I started my campaign in April, with no results to date. I continue to get the runaround from everybody despite promises all round. What are my entitlements in relation to AVCs? Should I have to go to all this trouble to find out how my AVCs are doing? Am I legally entitled to a statement of benefit every year without a lot of hassle? Is it that I am such a small fish that they can completely ignore me?Mr R.B. ClonmelOn a first reading of your letter, the answer is that you are entitled to an annual statement of benefit but . . . There always seems to be a "but" in these cases.Rights to information on Additional Voluntary Contributions depend basically on how the AVCs are structured. If they come under the main pension scheme, the information relating to AVCs must be clearly set out within the audited accounts of the main scheme. The accounts must also indicate clearly whether the AVCs are invested separately to the main fund; if so, they must be accounted for separately.There is no requirement in such cases to issue a statement of benefit. However, it appears your AVCs come under a different structure, which certainly does provide for an annual statement of benefits.In your letter you say you do get an annual statement - albeit after months of hassle and broken promises. That indicates your AVCs are invested under a separate scheme to the main pension. As such, according to the Irish Pensions Board, the trustees must comply with the Occupational Pension Schemes Disclosure of Information Regulations (Statutory Instrument 215 of 1991).These regulations lay down certain rights for you as a holder of AVCs in the scheme and responsibilities for the trustees. In broad terms, it means the trustees must have certain information available, if requested. That last proviso explains why some of your colleagues may have heard nothing about the performance of their AVCs for more than three years. While pro-active companies and pension funds are providing these details without pressure, a large number still stick to the letter of the law.Specifically this sets down that members are entitled to:a copy of the audited accounts or an alternative annual report within four weeks of the request being submitted;the trust deed and rules, for which a "reasonable" charge may be levied. Again the four-week limit applies;an explanatory booklet - essentially a simplified version of the trust deed and rules - again within four weeks;a statement of benefits "as soon as practicable" after a request has been made. Such a request need only be complied with once a year.This last provision is the one with which you say the trustees of your scheme have the greatest difficulties. While the regulations allow for the information to be provided "as soon as practicable", there seems to me to be no reason for this to take four months or more. In any case, following your trials and tribulations in previous years, the trustees should by now have a clear idea of how long they need to prepare such a statement of benefits and they should be able to tell you how long this is when you first make the request, rather than giving you the runaround.As to whether the trustees can ignore you as a "small fish" individual member, the answer is clearly no. If you cannot get information within a reasonable time, you can contact the Investigations Area of the Irish Pensions Board. The address is Holbrook House, Holles St, Dublin 2. The board was established under the Pensions Act of 1990, which was designed to safeguard the pension rights of members of occupational pension schemes. The board can act on behalf of pension scheme members who are concerned about their scheme and can prosecute for breaches of the Pensions Act.Last week, you wrote about the options facing people who wish to complain about the possible mis-selling of policies. Can you tell me who, in particular, I should complain to at Irish Life in relation to a policy - not, as it happens, a life policy?Ms S.K. DublinWhatever the policy which concerns you, your first port of call at Irish Life is their Customer Services number - 017041875. That will set the ball rolling, although as I stated last week, you would be well advised to follow such a call with a written complaint to the group.While some people may be concerned about their individual complaint being overwhelmed by company structures and sheer weight of numbers, it is important to remember that the customer always retains the right to take the complaint on to the Insurance Ombudsman if they fail to get satisfaction from the company and provided the complaint falls within the ombudsman's remit. In the case of Irish Life, where the sales force is directly employed by the company, this is generally the case. However, policies sold by brokers not directly employed by the company issuing the policy are not so covered. Send your queries to Q&A, Business This Week, 10-15 D'Olier St, Dublin 2O], or email to dcoyle@irish-times.ie.