Built on the principles of the Government of India’s NextGen Centralised Public Grievance Redress and Monitoring System (CPGRAMS), it combines multilingual citizen interaction, integrated grievance handling, and AI-enabled supervisory capabilities with pension-sector-specific workflows. The platform is accessible via web, mobile, and WhatsApp.
Subscribers can log in using their mobile number and OTP without needing PRAN credentials. Multiple PRANs linked to a single mobile number are automatically displayed under one login, and APY subscribers can also rediscover forgotten PRANs after logging in.
The platform supports 22 Indian languages through integration with Bhashini and enables voice-based grievance filing, making services more accessible to senior citizens, rural subscribers, and users more comfortable communicating in regional languages. Subscribers can receive responses in their preferred language and access audio-based communication.
The AI-powered assistance system provides instant responses to queries and automatically categorises and routes grievances to the appropriate entity, reducing manual intervention. Subscribers can lodge grievances via text or voice, track status in real time, view resolution timelines, provide feedback, escalate unresolved grievances to NPS Trust with a single click, and file appeals to the Ombudsman digitally on the same ticket without separate submissions. Grievances not resolved within prescribed timelines are escalated automatically.
For PFRDA, the platform also serves as a governance and supervisory tool, offering real-time dashboards, centralised monitoring, advanced analytics, and actionable insights. It enables monitoring of grievance volumes and escalation trends, AI-based assessment of resolution quality, automated identification of recurring issues, performance evaluation of intermediaries, and evidence-based policy interventions through analytics-driven insights.
