PFRDA Pension Sahayak: Complete Q&A guide to register complaints, track status

In a bid to resolve grievances easily and seamlessly, the Pension Fund Regulatory and Development Authority (PFRDA) introduced the Pension Sahayak portal last month. The portal replaces the older Central Grievance Management System (CGMS) and is powered by artificial intelligence to provide a simple, accessible and transparent mechanism for grievance resolution.

Subscribers can log in to the portal using their mobile number and OTP. Multiple Permanent Retirement Account Number (PRAN) credentials linked to a single phone number are automatically displayed under one login, providing seamless access across pension accounts. PFRDA Pension Sahayak supports 22 Indian languages, making its services more inclusive and accessible.

How to use PFRDA Pension Sahayak?

Subscribers can authenticate their identity using their mobile number/PRAN and date of birth. They can login to the portal using web, mobile and WhatsApp channels.

Users can either type their grievance in 22 Indian languages or use voice-based filing to list their issue. Pension Sahayak’s AI-enabled system will identify the matter, categorise it and bring it to the notice of the appropriate entity.

How to track status of complaints?

Subscribers can track the real-time status of their complaints on the platform as well.

They need to verify their credentials using their date of birth and PRAN/mobile number. After that, they can view the status of their complaint, the entity handling it and when it is likely to be resolved.

Are grievances registered automatically?

If an issue is unresolved within a given timeframe, a grievance is auto-registered. Real-time updates are provided to the subscriber.

Do users need to file appeals to the Ombudsman physically?

Appeals to the Ombudsman can be filed digitally on the same ticket without requiring separate submissions.

Earlier, users had to file a physical application to appeal to the Ombudsman.

Is voice-based filing available only in English?

Users can submit voice-based filing in 22 Indian languages. They can also receive resolution in the same language spoken and listen to the response in audio format.

Is there a feedback mechanism in place?

Subscribers can provide written feedback and rate the quality of the redressal mechanism.

Pension Sahayak is based on the principles and technological advances being adopted under the Central Government’s NextGen Centralized Public Grievance Redress and Monitoring System (CPGRAMS) initiative.

The platform blends the ideas of accessibility, transparency and accountability with multilingual citizen interaction, easy grievance handling and AI-enabled supervisory capabilities.