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About NPS

D. Complaints & Grievance redressal

Registering grievances / complaints

A subscriber can contact his associated PAO (Pay and Accounts Office) / DTO (District Treasury Offices) through his DDO (Drawing & Disbursing Office), for resolving his/her PAO/ DTO related grievances.

In case grievance pertains to other intermediaries, the subscriber can:

Lodge the grievance in the Central Grievance Management System (CGMS) of the CRA.
Take help of DDO/PAO/DTO who will lodge the grievance on behalf of them in the CGMS.
Raise the grievance/complaint through Call Centre using T-PIN or through the CRA website using your I-PIN.
Send a duly filled G1 form to the CRA.
Use the NPS mobile app to lodge grievances.

You can check the status of your grievance in the CRA website at: https://cra-nsdI.com/CRA/grievanceStatusLim.do

Every grievance lodged shall be attended to within a period of 30 days of its receipt and a final reply shall be sent to the complainant with details of its resolution.
If the complainant is not satisfied with the redressal of their grievances or if it has not been resolved by the intermediary within stipulated period of 30 days, they may escalate the grievance to the National Pension System Trust which is the second level of escalation matrix. And if it still remains unresolved, it may be escalated to the Ombudsman.

An Ombudsman is any person appointed under regulation 11 of the PFRDA (Redressal of Subscriber Grievance) Regulations, 2015 and includes a Stipendiary Ombudsman. Further, the Ombudsman will receive, consider and facilitate resolution of complaints or grievances which fall within the ambit of these regulations.

For Complete information on the issue, please refer to the PFRDA (Redressal of Subscriber Grievance) Regulations, 2015 including amendments thereof notified under the provisions of PFRDA Act, 2013.