Grievances - FAQ

As per the provisions of the PFRDA (Redressal of subscriber Grievance) Regulations 2015, the subscribers can raise their grievances for resolution through the Central Grievance Management System (CGMS). The grievances shall be directed to the concerned intermediary/office, for taking necessary action to resolve the grievance raised by the subscriber. The resolution remarks provided by the concerned entity shall be intimated to the subscriber over email and also can be viewed online. As per the provisions of the PFRDA (Redressal of subscriber Grievance) Regulations 2015, the subscribers can raise their grievances for resolution through the Central Grievance Management System (CGMS). The grievances shall be directed to the concerned intermediary/office, for taking necessary action to resolve the grievance raised by the subscriber. The resolution remarks provided by the concerned entity shall be intimated to the subscriber over email and also can be viewed online.

The first level of grievance is against the entity (nodal office / CRA / POP etc) against which you are aggrieved. As a subscriber, you can register the grievance against an entity under NPS by logging in to the CGMS portal provided by the respective CRA. On successful registration, a token number will be displayed on the screen for future reference.

You can register your complaints / grievances with the respective CRAs from the NPS -> Grievances -> Lodge your Grievance tab in the NPS Trust website.The first level of grievance is against the entity (nodal office / CRA / POP etc) against which you are aggrieved. As a subscriber, you can register the grievance against an entity under NPS by logging in to the CGMS portal provided by the respective CRA. On successful registration, a token number will be displayed on the screen for future reference.

You can register your complaints / grievances with the respective CRAs from the NPS -> Grievances -> Lodge your Grievance tab in the NPS Trust website.

Every time you raise a grievance through the online NPS portal, a token number with respect to it, is generated. This number will be the reference to check the status in the future.

The status of the grievance can be checked using the token number by logging into the CGMS portal of the respective CRA.

The grievance should be disposed off by the entity against which the grievance is raised within 30 days from the date of its receipt.

In such cases the grievances shall be escalated to NPS Trust.

The grievance can be escalted to NPS Trust by logging into the CGMS portal provided by respective CRA.

The TAT for resolution is 30 days from the date of escalation to NPS Trust.

Yes, you can also raise your grievances to NPS Trust through the CGMS or by sending a mail to grievances[at]npstrust[dot]org[dot]in.

In case you are not satisfied with the resolution provided or the grievance is not resolved in thirty days from the date of escalation to NPS Trust, then the subscriber can approach Ombudsman appointed by PFRDA and file a representation against the entity concerned for resolution.

The Grievance Redressal Policy of NPS Trust can be accessed from NPS -> Grievances -> Grievance Redressal Policy tab

Pension Fund Regulatory and Development Authority (PFRDA) has appointed Shri Arnab Roy as Stipendiary Ombudsman in terms of PFRDA (Redressal of Subscriber Grievance) Regulations, 2015 for resolving NPS/APY subscriber grievances.

The Ombudsman

o/o Pension Fund Regulatory and Development Authority (PFRDA)
B-14/A, Chhatrapati Shivaji Bhawan
Qutab Institutional Area

New Delhi-110016
Email: ombudsman[at]pfrda[dot]org[dot]in
Ph. No: 011-26517507, Ext. 188

The details of Grievance Redressal Officers and Chief Grievance Redressal Officers under the NPS Architecture can be viewed from the NPS Trust website under NPS -> Grievances -> GROs and CGROs under NPS Architecture tab

Contribution can be made online using the website or mobile app of the CRA

Contributions through eNPS are credited in PRANs on T+2 basis(subject to receipt of clear funds from Payment Gateway service Provider)

The charges applicable under NPS can be viewed from the below link on website: Click Here

The returns of the schemes under NPS can be viewed from the below link on the website of NPS Trust: Click Here

Central Recordkeeping Agency is responsible for recordkeeping, administration and customer service functions for all NPS subscribers including receiving instructions from subscribers through the points of presence, transmitting such instructions to pension funds and effecting switching instructions received from subscribers.

CRA acts as an operational interface between PFRDA and other NPS intermediaries such as Pension Fund Managers, Annuity Service Providers, Trustee Bank etc.

There are three CRAs registered for NPS, they are :

Protean eGov Technologies Ltd

(Formerly NSDL e-Governance Infrastructure Limited)
1st Floor, Times Tower, Kamala Mills Compound
Senapati Bapat Marg, Lower Parel

Mumbai – 400013.
Website : https://www.npscra.nsdl.co.in
Toll-free number : 1800222080

KFin Technologies Private Limited

Plot No 31 & 32, Financial District
Nanakramguda, Gachibowli,

Hyderabad - 500 032.
Website : https://nps.kfintech.com
Toll-free number
1800 208 1516

Computer Age Management Services Ltd (CAMS)

Central Record Keeping Agency,
No.158 Rayala Towers, Anna Salai,

Chennai - 600002.
Website : https://camsnps.com
Number - 044-66024888

Pension Fund Regulatory and Development Authority (PFRDA) is a statutory regulatory body set up under the PFRDA Act enacted on 01.02.2014 with the objective to promote old age income security and protect the interests of NPS and APY subscribers

https://www.pfrda.org.in