NPS: To simplify pension and NPS-related complaints, the Pension Fund Regulatory and Development Authority (PFRDA) has launched a new AI-based platform, “Pension Sahayak.” This new portal is designed to provide faster, easier, and more transparent assistance to subscribers. Significantly, there’s no need to remember your Permanent Retirement Account Number (PRAN) and password to register complaints or check statuses.
Through this, subscribers of the National Pension System (NPS) and other pension schemes under the PFRDA will be able to easily register their complaints. This new platform has been developed to make the pension grievance redressal process simpler, transparent, and faster. Many services can be availed by simply logging in with a mobile number and OTP.
Users can now easily log in to the new portal using their mobile number and OTP, eliminating the need for a complex login process. Additionally, logging in through PRAN is an option, simplifying the complaint filing process. The Pension Sahayak portal, designed with users from across India in mind, supports 22 different Indian languages, facilitating complaint filing in native languages and promoting digital inclusion.
The portal incorporates AI technology, allowing users to submit complaints through text or voice commands. This AI system efficiently categorizes and directs complaints to the relevant department for quicker resolution. Upon filing a complaint, customers can track its progress in real time, with round-the-clock AI support available for guidance, aiming to enhance the resolution process and customer experience.
Replacing the old Central Grievance Management System (CGMS), Pension Sahayak features modern technology, AI workflows, and an automated escalation system for more effective grievance resolution. In addition to the web platform, users can file complaints through digital channels like mobile and WhatsApp, enabling easier access for pensioners in remote areas. The Pension Sahayak portal is seen as a significant advancement in the pension sector’s digital transformation, streamlining processes for NPS customers by providing integrated and transparent services.
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