The present structure of the Consumer Grievance Redressal system under National Pension System has a multi layered Grievance Redressal Mechanism which is easily accessible, simple, quick, fair, responsive and effective.
Registering of Grievance/Complaint :
Subscribers have various options of registering their grievances /complaints; however, it would be desirable that the grievances /complaints are lodged directly into the Central Grievance Management System through Web based interface as has been detailed below:
1. Web based interface for registering grievance/complaint :
Subscriber can register his grievance/complaintinto the Central Grievance Management System through the following web link.
On successful registration, a token number will be displayed on the screen, which may be noted and used for future references and tracking of complaint.
2. Other modes of registering grievance/complaint :
i.Call Centre/Interactive Voice Response System (IVR)
Subscriber can contact CRA call centre at toll free telephone number 1-800-222080 and register his grievance.
Subscriber will have to authenticate himself through the use of T-pin allotted to him at the time of opening a Permanent Retirement Account under NPS. On successful registration of the grievance, a token number will be allotted by the Customer Care representative for any future reference.
ii.Physical forms
Subscriber can submit the grievance in a prescribed format to the POP – SP who would forward it to CRA Central Grievance Management System (CGMS).
Subscriber will have to mention his PRAN as the means of authentication. Upon submission of form with the POP-SP, he will get an acknowledgement receipt.
The token number would be emailed to the subscriber (if the email id is mentioned), otherwise the same will be emailed to the concerned POP-SP. Subscriber can get the token number from the POP-SP upon presentation of the acknowledgement receipt.
3. If the complainant is not satisfied with the redressal of the his grievance or if it has not been resolved by the intermediary by the end of thirty days of filing of complaint , he may escalate the complaint to the National Pension System Trust (NPS Trust) through any one of the following modes -
- Website : www.npstrust.org.in
- Email: The subscriber may write to nps.trust@pfrda.org.in
- Letter: Subscriber may also raise the grievance by writing to NPS Trust at the following address -
Grievance Redressal Officer (GRO)
NPS Trust, 1st Floor, ICADR Building Plot No.6,
Vasantkunj Institutional Area
New Delhi – 110070
NPS Trust, 1st Floor, ICADR Building Plot No.6,
Vasantkunj Institutional Area
New Delhi – 110070
4. How to check the status of the Grievance?
Subscriber can check the status of the grievance at the CRA website www.cra-nsdl.com or through the Call Centre by mentioning the token number.
5. For any assistance or clarification in the matters relating to redressal of grievance, subscribers may contact the Grievance Redressal Cell of the Authority at the following address:
Grievance Redressal Cell
Pension Fund Regulatory and Development Authority
1st Floor, ICADR Building, Plot No 6, Vasant Kunj,
Institutional Area, Phase – II, New Delhi – 110070
5. For any assistance or clarification in the matters relating to redressal of grievance, subscribers may contact the Grievance Redressal Cell of the Authority at the following address:
Grievance Redressal Cell
Pension Fund Regulatory and Development Authority
1st Floor, ICADR Building, Plot No 6, Vasant Kunj,
Institutional Area, Phase – II, New Delhi – 110070
Tel no – 011 26897948-49 Fax no – 011 - 26892417