How to redress NPS-related complaints: A step-by-step guide

The National Pension System (NPS), managed by the Pension Fund Regulatory and Development Authority, is a voluntary retirement savings scheme aimed at providing old-age income security to subscribers. However, subscribers may occasionally face issues that need resolution. Here’s how to register and address grievances related to the NPS.

NPS grievances
The NPS-related grievances could include transaction issues, such as delay in contribution and incorrect deduction; maintenance issues with respect to PRAN (Permanent Retirement Account Number); and service complaints.


Registering complaints
Online grievance redressal portal
The subscriber can visit the NPS Trust website (www.npstrust.org.in) and navigate to the ¡¥grievance/ enquiry¡¦ section. He will need to fill out an online form with details like PRAN, nature of grievance, etc. Once submitted, an acknowledgement number will be generated. The status of grievance can be checked using this number.

• NPS customer care

The subscriber can dial the toll-free number 1800-222-080 to speak with a customer care executive and register the grievance. Alternatively, the subscriber can send a detailed e-mail with the complaint to the designated NPS e-mail address. It is important to include PRAN and contact details for a prompt response.

• Postal complaints

A detailed letter may be sent to the National Securities Depository Limited¡¦s (NSDL) Central Record Keeping Agency (CRA) office, with copies of relevant documents and PRAN details.

• Visit the PoP branch

Subscribers may visit their PoP SP (Point of Presence Service Provider) branch and submit their grievance in a note. The PoP SP will forward the note to the concerned authority.

Escalation mechanism
If a grievance is not resolved within 30 days, higher authorities may be contacted. These are:
NPS Trust: The Trust oversees the functioning of the PoP branches.
PFRDA: Subscribers may send their grievances to the PFRDA through the official website.

Content courtesy Centre for Investment Education and Learning (CIEL).
Contributions by Girija Gadre, Arti Bhargava and Labdhi Mehta.