The National Pension Scheme (NPS) is a contribution-based pension system in which contributions are invested in a diverse range of assets and the retirement corpus is determined by the performance of those assets. The NPS returns are market-linked. NPS has created a multi-tiered grievance redressal system that allows subscribers to register grievances in one of the following ways:
Ways to lodge complaints
The subscriber can file a complaint through the online complaint redressal system. Calling the NPS CRA call centre or through a written complaint.
NPS members can file an online complaint at https://cra-nsdl.com/CRA/cgmsMenuOnloadForSub.do. To register, one must provide his PRAN details or a PAO, POP-SP, or CBO Registration No.
When the complaint is submitted, a system-generated token number is provided for all future correspondence and tracking. Complaints can also be sent to email@example.com from the subscriber's registered email address.
Via Call centre or IVR system
Subscribers can call a dedicated toll-free number to file a complaint about any service related to their NPS account. Calls to 1800-222-080 are recorded in the Central Grievance Management System (CGMS) and are generally resolved immediately by the respective executive who attends the call after verifying the caller through a TPIN; otherwise, the call is routed through an escalation process for consistent resolution.
Complaint using letter or form
NPS subscribers may also file written complaints in the form of a plain letter or in the format specified in Form G1, which can be viewed or downloaded at https://npscra.nsdl.co.in/central-forms.php. The written complaint, however, should be sent to the POP-SP for further action.
These complaints, however, are entered into CGMS and handled accordingly. In addition to these channels, NPS can be reached via its Facebook page, which typically responds within a day.
Complaints must be resolved within one month of their receipt. If the customer care team's resolution is unsatisfactory, an escalation may be made to the NPS Trust, which will attempt to resolve the issue within the next 30 days.