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 CGMS 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 Redressal Matrix available to subscribers consists of the following levels:

• Level 1: Concerned Intermediary / Nodal Office: Subscribers should lodge their grievance through the Central Grievance Management System (CGMS) via their respective CRA's web portal or mobile app. The grievance is assigned to the concerned intermediary or nodal office, which is required to resolve the issue within a Turn Around Time (TAT) of 30 days from the date of receipt.
• Level 2: Escalation to NPS Trust – If a grievance remains unresolved by the intermediary within the 30-day timeline at Level 1, or if the subscriber is not satisfied with the provided resolution, the complaint can be escalated to the National Pension System Trust (NPS Trust). The TAT for resolving an escalated grievance at this level is 21 days from the date of escalation to the NPS Trust.
• Level 3: Ombudsman – If the subscriber is not satisfied with the resolution provided at Level 2, or if no reply is received beyond the 21-day timeline at Level 2, the subscriber can file an appeal with the Ombudsman appointed by PFRDA.
• Level 4: Appeal to Designated Member of PFRDA – If the subscriber is not satisfied with the award or order passed by the Ombudsman, the subscriber can file a representation for revision against the award to the Designated Member of PFRDA.
• Level 5: Appeal to Securities Appellate Tribunal – If the subscriber remains unsatisfied with the order passed by the Designated Member of PFRDA, they may escalate the matter further by approaching the Securities Appellate Tribunal.

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 escalated to NPS Trust by logging into the CGMS portal provided by respective CRA.

The TAT for resolution is 21 days from the date of escalation to NPS Trust.

Yes, you can raise your grievances to NPS Trust through the CGMS.

In case you are not satisfied with the resolution provided or the grievance is not resolved in twenty one 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 Narender Kumar Bhola as part-time Ombudsman under PFRDA (Redressal of Subscriber Grievance) Regulations, 2015 for resolving NPS/APY subscriber grievances.

The Ombudsman

o/o Pension Fund Regulatory and Development Authority (PFRDA)
E-500, Tower E, 5th Floor,
World Trade Centre, Nauroji Nagar, New Delhi-110016
Email: ombudsman[at]pfrda[dot]org[dot]in
Ph. No: 011-40717900

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