Grievance Redressal Mechanism

The grievance redressal mechanism (GRM) is well-defined and is followed by the various intermediaries of the NPS and other pension schemes. The mechanism also provides for the following: (i) stipulation of timelines for redressal of grievances; (ii) appointment of ombudsman; (iii) appeal by a subscriber to the ombudsman; and (iv) provision of penalty. The NPS has a multilayered GRM that is centralized at Central Record-Keeping Agency and is approachable through call centre/interactive voice response system (IVRS), Web-based interface, physical complaints, etc. Grievances can be logged in through Central Grievance Monitoring System (CGMS), which is maintained by CRA. Subscribers can check the status of their grievance (via token number allotted by the system) at the CRA website www.cransdl.co.in or through the call centre at 1800-222-080, or at the following address: NSDL e-Governance Infrastructure Limited 1st Floor, Times Tower, Kamala Mills Compound Senapati Bapat Marg, Lower Parel Mumbai 400013 www.npscra.nsdl.co.in If the subscriber does not receive any response within 30 days or is not satisfied with the resolution by CRA, they can apply to the Grievance Redressal Cell (GRC) of PFRDA. The grievances are also being entertained directly by PFRDA at their Grievance Cell at: