PFRDA Pension Sahayak

An NPS subscriber with a complaint used to lodge it on the Central Grievance Management System (CGMS) on a CRA's website, identified by PRAN, T-PIN and I-PIN, or by phone, email or letter.

PFRDA Pension Sahayak replaces that system with a single portal built for people who do not remember their PRAN. A subscriber logs in with a mobile number and one-time password, sees every PRAN linked to that number, and can complain in writing or by voice, in any of 22 Indian languages.

Behind the front end, an AI assistant sorts the complaint, sends it to the right intermediary, tracks it, and escalates it automatically if the deadline passes.

Launched under the Government's Next-Generation CPGRAMS initiative.

Features the workbook lists:

The timelines it enforces come from the PFRDA (Redressal of Subscriber Grievance) Regulations, 2015 and the NPS Trust guidelines:

• Acknowledgement within 3 days; a grievance that belongs elsewhere forwarded within 3 days (3 working days in the Trust guidelines)
• Disposal within 30 days of receipt
• Escalation to the NPS Trust if unresolved or unsatisfactory
• Appeal to the Ombudsman if the Trust does not resolve it within 21 days
• Ombudsman award within 90 days of the appeal; review with the PFRDA within 30 days of the award; implementation within 30 days

Under the CPGRAMS mandate, grievances are ordinarily resolved within 21 days, priority or critical ones within a maximum of 3 days, with an interim Action Taken Report beyond 21 days.

Alongside it, every PoP must register all offline grievances in the CRA's grievance-management system so that PFRDA can track PoP-level grievances.

Illustrative dates. Meena's employer deducted Rs 8,000 of NPS contributions for March 2027 that never reached her PRAN. She opens Pension Sahayak on WhatsApp, logs in with her mobile number and OTP, and records the complaint by voice in Tamil on 1 July 2027.

25 August + 90 days:
  26–31 August = 6, September = 30, October = 31  → 67
  November 1–23 = 23                              → 90  → 23 November

If any intermediary misses its date, the portal escalates the grievance automatically; she does not have to notice the lapse herself. The Rs 8,000 is small; the point of the chain is that it has an end date.

Chapter 4, section 4.4.4 (Investor Grievance Redressal Mechanism), and Chapter 9, section 9.6 (Subscriber Grievance Redressal Mechanism), describe the portal and the escalation ladder; section 9.2 records it as the delivery channel for the PFRDA's grievance-redressal function. New material and a list of distinct features: expect recall of the channels, the OTP login, the 22 languages, and the 3 / 30 / 21 / 90-day timelines around it.

• The workbook is inconsistent on timing and on the CGMS. Chapter 9 says Pension Sahayak replaced the CGMS with effect from June 2026; Chapter 4 says "from 2026" and, in the same sentence, that every PoP must register offline grievances in the CRA's Centralised Grievance Management System. Later passages on the intermediary and NPS Trust procedures still refer to the CGMS. Learn that Pension Sahayak is the replacement and that PoPs must log offline grievances in the CRA system.
• Login is mobile number and OTP. The PRAN, T-PIN and I-PIN described for the old system are not needed.
• 22 languages, text or voice — not English and Hindi only.
• 21 days is the NPS Trust's window before the Ombudsman; 30 days is the intermediary's disposal window; 90 days is the Ombudsman's award deadline.
• The CPGRAMS 21-day and 3-day figures are a separate government mandate, not the intermediary's 30-day rule.
• Ombudsman appeal: within 45 days in Chapter 4's summary, and a legal practitioner may not file it on the subscriber's behalf.