As per Regulatory directions, schemes of MAX Life Pension Fund Management Limited will be discontinued w.e.f. 18-04-2025                      Toll Free Number -1800 889 1030 of Atal Pension Yojana    (New NPS-CRA toll-free number 1800 210 0080. The old number will be discontinued shortly.)                                                        Go Paperless Opt for an Email Annual Transaction Statement                      Protean CRA has migrated from https://enps.nsdl.com to https://enps.nps-proteantech.in      ;      Click Here for Aadhaar Seeding of APY Subscribers                       The CRA Transaction website shall migrate shortly from https://cra-nsdl.com to https://cra.nps-proteantech.in            The NPSCAN Transaction website shall migrate shortly from https://npscan-cra.com to https://npscan.nps-proteantech.in            Are you interested in undergoing online training on NPS/APY(including central/state/autonomous body subscriber), if so please  Click Here                       As per PFRDA guidelines, contribution payment in NPS Tier II A/c through Credit Card is not permitted. Use other modes of payment such as Net Banking/ Debit Card / UPI for contributing in Tier II.                                         You can view your NPS Transactions in Consolidated Account Statement (CAS) shared by your Depository i.e. NSDL and CDSL. To add NPS Transactions in your CAS, Click Here.           
Grievance

1. Where can a Subscriber register a grievance/complaint?

1. Web based interface for registering grievance/complaint:

  • a) Subscriber/Complainant can register the grievance against any entity under NPS through log-in to the account. Alternatively, they can visit at "Log Your Grievance / Enquiry" section under "Subscriber's Corner" of this website to log the grievance/query. Through this platform, Subscriber can register grievance/query even without having the PRAN Details. On successful registration, a token number will be displayed on the screen for future reference.

    • b) The Web-based interface provided by the Protean CRA (PCRA) i.e. the Central Grievance Management System (CGMS) is available at the following link:


      • Subscriber can also raise complaint through the Mobile Application using his/her I-PIN. After successful login, the Subscriber needs to select Enquiry/ Grievance Option.

          • 2. Other modes of registering Grievance /Complaint:

            a) Call Centre/Interactive Voice Response System (IVR) :

              The Subscriber may call the Toll free Number 1800 210 0080 (for NPS), 1800 889 1030 (for APY) and authenticate oneself with the Telequery Personal Identification Number (TPIN).

                b)Physical forms: By raising a grievance in writing, in the specified format (Form G1) which can be downloaded from the following link:
                  or a letter and send to following address:

                    Protean e Gov Technologies Limited ( known earlier as NSDL e-Governance Infrastructure Ltd.)
                    Central Recordkeeping Agency
                    1st Floor, Times Tower, Kamala Mills Compound,
                    Senapati Bapat Marg, Lower Parel,
                    Mumbai - 400 013

                    The Grievance Redressal Policy is at the following link:

                    Escalation Matrix for Central Grievance Management System (CGMS) - Only for NPS (National Pension system) related queries/complaints

2. How will the grievance get resolved?

Whenever Subscriber raises a grievance, a system generated alert goes to the entity against which the grievance is raised. The respective entity then resolves the grievance and post resolution details in CRA system.

3. How can a Subscriber check the status of the grievance lodged?

When a Subscriber registers a grievance at the CRA website, a unique token number is assigned to each and every grievance. Subscriber can use that token no. to know about the status of the grievances either through the Call Center or through the CRA website. Please visit "Log Your Grievance / Enquiry" section under "Subscriber's Corner" to check the status of the grievance lodged.

4. What are the types of grievances for which a Subscriber can approach the Nodal Office directly?

A Subscriber can approach the Nodal Office in case of the following grievances:

  • Non-receipt of PRAN Card.
  • Re-issue of PRAN Card.
  • Re-issue of I-PIN/ T-PIN.
  • Pending Subscriber details modification requests such as change/ modification in personal details, nomination details, employment details, PAN details, etc.
  • Delay in processing of request for Shifting of Subscriber (Form ISS-1).
  • Contribution not uploaded by Nodal Office.
  • Delay in contribution upload by Nodal Office.
  • Non-receipt of Transaction Statement.
  • Pending withdrawal requests.

5. Whom can a Subscriber approach in case of non resolution of grievance by any of the concerned entities?

In case a Subscriber is dissatisfied with the resolution of their grievances, they may write to Grievance Redressal Cell (GRC), PFRDA at the below mentioned address for taking appropriate action.

Grievance Redressal Cell,
Pension Fund Regulatory and Development Authority,
1st, Floor, ICADR Building, Vasant Kunj Institutional Area Phase II, New Delhi 110070
e-mail: grc@pfrda.org.in
NPS Information Desk Toll Free No. (at PFRDA): 1800 110 708

6. How can a Subscriber get the latest updates on NPS?

The latest updates on NPS procedure/guidelines etc., are available on the PFRDA website www.pfrda.org.in/ CRA website – www.npscra.nsdl.co.in. Subscribers may visit the said websites for details of NPS.

7. Who is Ombudsman under NPS?

Ombudsman is a person appointed by Pension Fund Regulatory and Development Authority (PFRDA). PFRDA may appoint one or more Ombudsmen for different territorial jurisdiction.

8. What is the role of Ombudsman?

Ombudsman’s important role is to receive, consider and facilitate resolution of complaints or grievances which fall within the ambit of PFRDA (Redressal of Subscriber Grievance) Regulations, 2015 (hereinafter referred as ‘the regulations’).

9. How many Ombudsmen have been appointed and where are they located?

At present there is only one Ombudsmen appointed by PFRDA. Shri Narender Kumar Bhola is appointed as Ombudsman by PFRDA. The details of the ombudsman are as follows.

Address:

Shri Narender Kumar Bhola
Pension Fund Regulatory and Development Authority Tower E,
5th Floor, E-500, World Trade Centre, Nouroji Nagar,
New Delhi - 110029
Email Id: ombudsman@pfrda.org.in
Landline No. : 011-4071 7900

10. When can a complaint be filed with the Ombudsman?

An appeal can be filed with the Ombudsman under the regulations -

(a) by a complainant whose grievance has not been resolved within thirty days from the escalation of the grievance to National Pension System Trust

(b) by a complainant, where a complaint has been made directly against the National Pension System Trust and no other intermediary and the same remains unresolved within the specified period of thirty days(a) by a complainant whose grievance has not been resolved within thirty days from the escalation of the grievance to National Pension System Trust

11. How should the appeal be made?

The appeal shall be in writing, duly signed by the complainant or his authorised representative (not being a legal practitioner) in the form as specified the regulations and supported by documents, if any.

12. Can the Ombudsman dismiss the appeal?

The Ombudsman may dismiss an appeal when such appeal is frivolous in his opinion or if the appeal is not adhering to the conditions specified in the regulations.

For more details, PFRDA (Redressal of Subscriber Grievance) Regulations, 2015 can be referred under the menu ‘Regulations’ on PFRDA’s website www.pfrda.org.in