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Pension Sahayak Portal Simplifying Grievances related to schemes and services under the NPS Architecture for Every subscriber What is Pension Sahayak? A citizen-centric, Al-driven initiative by Pension Fund Regulatory and Development Authority PFRDA),designed to ensure concerns faced by subscribers with respect to schemes and services under the NPS architecture are heard, tracked, and resolved with complete transparency and reliability. Regulated & Secure An official and trusted grievance redressal portal for the subscribers of Pension Schemes regulated and administered by PFRDA. 22 Indian Languages Created with a focus on inclusiveness and accessibility so that users across varied linguistic backgrounds can engage with ease. 24/7 AI Support An always accessible, intelligent assistant ready to help you whenever required. Mobile-First Experience Seamless access of the Pension Sahayak Portal on smartphones, tablets and desktops. WhatsApp Enabled Lodge your grievance with a simple WhatsApp message-quick, convenient and hassle-free. Key Metrics (Real-Time Transparency)
PFRDA believes in efficient performance and complete transparency. 3-Step Easy Process 1. Authenticate Authenticate your identity using your Mobile Number/PRAN and Date of Birth 2. Speak or Chat Describe your issue through voice or chat. Get instant assistance and answers. 3. Automatic Grievance Registration If the concern remains unresolved, the system automatically registers a grievance and provides real time status updates. |
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Pension Sahayak is an AI-driven grievance redressal platform developed by the Pnesion Fund Regulatory and Development Authority to enhance transparency, efficiency and accessibility in pension services. It serves subscribers of:
PFRDA is a statutory body established under the PFRDA Act, 2013, responsible for regulating and developing the pension sector in India while safeguarding subscriber interests. Our Mission To provide a transparent, time-bound, and efficient grievance resolution system for pension subscribers across India. The portal acts as a unified digital interface that simplifies grievance submission, monitoring, and escalation — ensuring every subscriber receives fair and accountable service. How We Protect You
The Pension Sahayak Portal reflects PFRDA’s commitment to transparency, reliability, and user-centric service delivery, ensuring a fair and reliable grievance redressal mechanism for all subscribers under the NPS architecture. Our Core Principles Transparency Every stage of the grievance process is visible and traceable. Efficiency Prompt resolution aligned with regulatory timelines. User-Centric Design Built around the needs of NPS, UPS, and APY subscribers across India.
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Start your Grievance Journey Verify Yourself Begin by verifying your identity with PRAN + Date of Birth or Mobile Number + Date of Birth. A secure OTP will be sent to your registered mobile number. + Raise Your Grievance Tell us your issue in a simple, short description or choose from the listed grievance classes. + Get Your Grievance ID Once submitted, you will receive a unique Grievance ID. Use this ID anytime to check your status. After You Submit Track Your Status Monitor the progress of your grievance in real time i.e. Under Review, Escalated, Resolved, Appeal Status. The portal will always show the latest update. + Provide Feedback When your grievance is resolved, you can share your experience: • Satisfied • Not Satisfied If you are not satisfied, you may request an appeal. + Appeal (If Required) If you are not satisfied with the resolution, your appeal will automatically be sent to the Ombudsman for review. A separate Appeal ID will be shared with you for tracking. Escalation Matrix OverviewThe grievance redressal of a subscriber is in accordance with the Pension Fund Regulatory and Development Authority (Redressal of Subscriber Grievance) Regulations, 2015, as amended from time to time. Level 1: Intermediary ResolutionCRA / Nodal Office/pop/asp The Grievance after being lodged in Pension Sahayak flows to concerned intermediary. The concerned intermediary has to resolve grievance within 30 days of lodging. Level 2: Escalation to NPS TrustGrievance Redressal Officer If not satisfied with Level 1 resolution, or if unresolved after 30 days. NPS Trust has to resolve the escalated grievance within 21 days from lodging. Level 3: Escalation to Ombudsman, PFRDAThe subscriber may Approach Ombudsman PFRDA if Level 2 i.e., NPS Trust reply is unsatisfactory or not received within 21 days.
Ombudsman has to issue an order to effectively resolve the grievance within 60 Days of receipt of application.
Level 4: Designated Member of PFRDARevision Application If not satisfied with the award/order passed by the Ombudsman. File an application for revision setting out the grounds for revision of the award at: Designated Member (Grievances), PFRDA, E-500, Fifth Floor, Tower E, World Trade Center, Nauroji Nagar, New Delhi – 110029
Level 5: Securities Appellate TribunalFinal Appellate Authority If the subscriber is not satisfied with the order passed by the Designated Member of PFRDA. The complainant may approach the Securities Appellate Tribunal (SAT) for further legal recourse as per prescribed norms.
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What is Pension Sahayak? Pension Sahayak is a centralized AI-driven grievance portal developed by the Pension Fund Regulatory and Development Authority. It enables subscribers to lodge grievances online anytime, from anywhere, in 22 Indian languages. The portal ensures transparent, trackable, and time-bound resolution. Who can lodge a grievance through this portal? Any subscriber of the National Pension System (NPS) or Atal Pension Yojana (APY), or their authorized representatives, can lodge a grievance regarding services provided by various intermediaries like CRA, POP, PFM, etc. How can a subscriber lodge a grievance? Subscribers may lodge grievances through:
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What are the timelines for grievance redressal? As per the PFRDA (Redressal of Subscriber Grievance) Regulations, 2015: Resolution within 30 days of receipt What if I am not satisfied with the resolution? If unsatisfied:
Who is the Ombudsman, PFRDA? The Ombudsman, PFRDA is an independent authority appointed by PFRDA to receive, examine, and facilitate resolution of complaints that remain unresolved or unsatisfactorily resolved after intermediary and NPS Trust escalation. Is there any fee for lodging a grievance? No. The grievance redressal process through Pension Sahayak is completely free of cost.
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Ticker- To raise a grievance, subscriber is requested to enter a combination of: Mobile number and Date of Birth or PRAN and Date of Birth Subscriber login Screen appears |
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Ticker- To track a grievance, subscriber is requested to enter a combination of: Mobile number and Date of Birth or PRAN and Date of Birth Subscriber login Screen appears |
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We are here to help you with your queries and grievances related to schemes and services under the NPS architecture. Reach out to us through any of the following channels.
IVR- WhatsApp-
PFRDA Head Office Address Pension Fund Regulatory and Development Authority (PFRDA) E-500, Tower E, 5th Floor, World Trade Centre, Nauroji Nagar, New Delhi-110029, India PFRDA Office Map |