Pension-related complaints may soon become much easier to resolve.
The Pension Fund Regulatory and Development Authority (PFRDA) has launched a new AI-powered grievance redressal platform called Pension Sahayak.
The new system replaces the earlier Central Grievance Management System (CGMS) and is designed to make the complaint process faster, simpler, and more user-friendly.
With support for web, mobile, and WhatsApp services, pension subscribers can now register complaints, track their status, and receive updates through a single digital platform.
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No Need to Remember PRAN or Password
One of the biggest advantages of Pension Sahayak is its hassle-free login process.
Users no longer need to remember their Permanent Retirement Account Number (PRAN) or account password.
They can simply log in using their registered mobile number and an OTP.
If multiple PRAN accounts are linked to the same mobile number, all of them will appear on a single screen after login.
Even Atal Pension Yojana (APY) subscribers who have forgotten their PRAN can easily retrieve it through the platform.
Register Complaints in Your Own Language
The new platform comes with Bhashini AI integration, allowing users to access services in 22 Indian languages.
Subscribers can register complaints using voice commands in their preferred language.
The system will not only understand the complaint but will also provide responses in the same language.
For added convenience, users can even listen to responses in audio format.
Automatic Escalation for Unresolved Complaints
Pension Sahayak is designed to ensure that complaints do not remain pending for long periods.
If a complaint is not resolved within the prescribed time limit, the system will automatically escalate it to a higher authority for further action.
This feature is expected to improve accountability and speed up grievance resolution.
Easy Appeal Process with One Click
If a subscriber is not satisfied with the initial response, they can take the matter further without any complicated process.
With just one click, complaints can be forwarded to the Ombudsman or the NPS Trust for review.
Users can also rate the quality of the resolution provided, helping improve service standards.
How Is It Different from the Old System?
The earlier grievance system required users to understand several technical aspects of the pension process, which many found difficult.
Pension Sahayak changes that completely. It is an AI-driven, voice-enabled platform designed for ordinary users.
Instead of navigating a complex system, subscribers simply need to explain their problem.
The platform then guides them through the entire complaint process, making pension services more accessible and convenient than ever before.