Grievance Redressal Mechanism under NPS and APY
The present structure of the Subscriber Grievance Redressal system under National Pension System has a multi layered Grievance Redressal Mechanism having four escalation levels, which is easily accessible, simple, quick, fair, responsive and effective. However, it is advisable that subscribers should initially file a grievance at the first level so that timely resolution can be ensured and trail of the grievance can be maintained.
Grievance Redressal Escalation Matrix
The grievance redressal of a subscriber is in accordance with the Pension Fund Regulatory and Development Authority (Redressal of Subscriber Grievance) Regulations, 2015, as amended therein from time to time. For smooth and timely handling of the grievances, the subscribers are requested to follow the below mentioned escalation matrix:
Level 1
As per the PFRDA (Redressal of Subscriber Grievance) Regulations 2015 and its amendments in subsequent years, all subscribers have the right to lodge grievances in the Central Grievance Management System (CGMS). The grievance will be assigned to the concerned intermediary or nodal office for redressal. The resolution remarks provided by the concerned entity shall be intimated to the subscriber over email and can be viewed online.
To raise grievance, subscriber may visit the weblink on the respective CRA’s website under which his/her PRAN is generated/mapped. Detailed below is the information and procedure by which grievances can be lodged as well as view the status of resolution:
1. Protean eGov Technologies Limited
- Web-Based Interface for Registering Grievance/Complaint:
a) Subscribers can register a grievance through the web-based interface provided by the PCRA, the Central Grievance Management System (CGMS), at the following link:
Log Your Grievance.
After successful login, subscribers need to click on "Log Grievance Request" under the Grievance Tab.
Subscribers can also raise complaints through the Mobile Application using I-PIN. After successful login, click on the "Enquiry/Grievance" option.
- Other Modes of Registering Grievance/Complaint
a) Call Centre/Interactive Voice Response System (IVR):
Subscribers can call the Toll-Free Number 1800 210 0080 (for NPS) or 1800 889 1030 (for APY) and authenticate themselves with the Tele Query Personal Identification Number (TPIN).
b) Physical Forms:
Subscribers can raise a grievance in writing using the specified format (Form G1), which can be downloaded from the following link: Subscriber Grievance Registration Form, or by sending a letter to the following address:
Protean eGov Technologies Limited (formerly known as NSDL e-Governance)
1st Floor, Times Tower, Kamala Mills Compound,
Senapati Bapat Marg, Lower Parel,
Mumbai - 400 013
- How to Check the Status of the Grievance?
Subscribers can check the status of their grievance on the CRA website under the "Track Your Grievance/Enquiry" option at Track Your Grievance or through the Call Centre by mentioning the token number.
2. KFin Technologies Pvt. Ltd
- Web based interface for registering grievance/complaint
Subscribers may register grievances through the KFintech CRA web-based interface using their I-PIN. Go to KFintech grievance registration and key in the details. Upon successful completion of the process, the respective token number shall be displayed for reference.
Additionally, complaints may be made using the Mobile Application with an I-PIN. After logging in, select Enquiry/Grievance on the menu.
- Other Modes of Registering Grievances/Complaints
a) Call Centre Interactive Voice Response System (IVR)
An authenticated subscriber can raise grievance by calling the toll-free 1800 208 1516. The call center executive takes his grievance and provides a token number for reference.
b) Physical Forms
Log grievances using a standardized form at the Central Grievance Management Cell at CRA. The Grievance Form (Form G1) is to be submitted to CRA. Once the CRA has received it, the CRA user will be processing the grievance into the electronic records and will lodge a request in the CRA system to send SMS/email intimation to the subscriber. Send the form to the following address:
KFin Technologies Pvt. Ltd
Selenium Tower B, Plot Nos. 31 & 32
Financial District, Nanakramguda,
Serilingampally Mandal, Hyderabad - 500 032
- How to Check the Status of the Grievance?
Subscriber can check the status of the grievance at the CRA website
https://nps.kfintech.com/registergrievanceenquiry/registergrievanceenquiry/
or through the Call Centre by mentioning the token number.
3. Computer Age Management Services Limited (CAMS)
- Web based interface for registering grievance/complaint
a). Subscriber /complainant can register a grievance through a web-based interface provided by the CAMS CRA by visiting the website https://www.camsnps.com/subscribers/queries
b) The complainant will have to login to his/her eNPS account and navigate to the ‘Grievance’ tab in the top menu
- Under ‘New Grievance’ choose ‘Queries’
- Select the appropriate ‘Grievance Category’ and complete the subsequent steps
- Record the ‘Ticket No.’ generated by the portal for future reference.
- Other modes of registering grievance / complaint
a) Call Centre/Interactive Voice Response System (IVR)
By calling the Toll-free Number 1800 572 6557 and authenticating oneself with the Tele
query Personal Identification Number (TPIN). The grievance will be registered by the Call center executive and a token number will be given to the complainant for reference.
b) Physical forms
By raising a grievance in writing - in the specified format (Form G1) or a letter and send to following address:
Grievance Redressal Officer
Central Recordkeeping Agency
Computer Age Management Services Ltd.
No.158, Rayala Towers,
Anna Salai, Chennai - 600002
Level 2: Escalation to NPS Trust
If the subscriber or complainant is not satisfied with the resolution of their grievance, or if it remains unresolved by the intermediary within 30 days of filing, he/she may escalate the complaint to the National Pension System Trust (NPS Trust) through the following modes:
- Website: Lodge a Grievance
- Letter: Write to NPS Trust at the following address:
Grievance Redressal Officer (GRO)
National Pension System Trust
Tower B, B-302, Third Floor, World Trade Center,
Nauroji Nagar, New Delhi-110029
Contact Number: +91-11-35655222
WhatsApp Number for query resolution: +91-8588852130
Level 3: Escalation to Ombudsman
Presently, the following Ombudsman has been appointed by PFRDA:
Shri Narender Kumar Bhola
The Office of Ombudsman
Pension Fund Regulatory and Development Authority
E-500, Fifth Floor, Tower E, World Trade Center,
Nauroji Nagar, New Delhi – 110029
Phone No.: 011-4071 7900
Email Id: ombudsman[at]pfrda[dot]org[dot]in
Level 4: Appeal to Designated Member of PFRDA
If the subscriber is not satisfied with the award/order passed by the Ombudsman, he/she can file an application for revision against the award/order to the Designated Member of PFRDA setting out the grounds for revision of the award at the following address:
Ombudsman Department
Pension Fund Regulatory and Development Authority
E-500, Fifth Floor, Tower E, World Trade Center,
Nauroji Nagar, New Delhi - 110029
Phone No.: 011-4071 7900
Revision Application Format: Filing Revision Application to Designated Member, PFRDA for Resolution of Grievances under NPS & APY
Level 5: Appeal to Securities Appellate Tribunal
If the subscriber is not satisfied with the order passed by the Designated Member of PFRDA, he/she may approach the Securities Appellate Tribunal.