A step by step guide on how National Pension System (NPS) subscribers can register their complaints with the authorities.
National Pension Scheme (NPS) is Government’s most affordable retirement plan meant for Indian citizens as well as NRIs between the age group of 18 – 65 years. Through the eNPS portal, opening an NPS account these days is simple. The website has step by step guidelines to help an individual open an account without much hassle. Having a mobile number, email ID, Bank account with net banking facility, PAN Card and Aadhaar Card, however, is mandatory while applying for an NPS account.
Similarly, various complaints or grievances that a subscriber might have regarding their NPS account can be filed easily through various channels. In order to express their dissatisfaction with any service, there are various modes available for subscribers to file a complaint with the Pension Fund Regulatory and Development Authority (PFRDA):
- a) Call Centre: A dedicated toll-free number is available for the subscribers to call and file a complaint against any service related to NPS account. The calls made to the number 1800-222-080 are recorded in Central Grievance Management System (CGMS) and are generally resolved immediately by the respective executive who attends the call after verifying the caller through a TPIN, else it is put through an escalation process for steady resolution.
- b) Written Complaint: Subscribers can also file their written complaint through a plain letter or as per the format specified in Form G1, which can be viewed or downloaded from the link – https://npscra.nsdl.co.in/central-forms.php. However, the written complaint should be sent to the below address of NSDL’s office in Mumbai for further action.These complaints received are however entered in CGMS and accordingly dealt with.
NSDL e-Governance Infrastructure Ltd.
1stFloor, A-Wing, Times Tower, Kamala Mills Compound,
Senapati Bapat Marg, Lower Parel, Mumbai – 400013
- c) Online Complaint: With a fully functional active webpage, online complaints can also be filed for a quick and steady resolution to subscriber’s concerns. NPS subscribers need to register their online complaint via the link https://cra-nsdl.com/CRA/cgmsMenuOnloadForSub.do, one should provide his PRAN details or either of PAO, POP-SP, CBO Registration No to get registered. On submission of the complaint, a system generated token number is provided for all future correspondence and tracking. Besides this, complaints can also be sent to email@example.com from the subscriber’s registered email ID.
Beside all these channels, NPS can be reached through its Facebook page via https://www.facebook.com/nps.NSDL, which typically responds within a day.
Besides providing acknowledgment of registered complaints within 3 working days; complaints are required to be disposed of within a month of its receipt. In case of dissatisfactory resolution provided by the customer care team, an escalation may be made to the NPS Trust, who will try and solve the concern in next 30 days.
NPS Lite – which is meant for people belonging to the low-income group to plan for their retirement, follows almost the same procedures to file a complaint against their account-related concerns. The online filing of any complaint needs to be accessed through a separate link https://npslite-nsdl.com/CRAlite/grievanceSub.do