The Employees' Provident Fund Organisation (EPFO) has introduced a 24/7 WhatsApp service to provide easier access to PF-related information and query resolution. According to reports from NDTV Profit, the labour ministry announced this initiative to improve communication with subscribers and make EPFO services more accessible through a platform already used by millions of people across the country. Union Labour Minister Mansukh Mandaviya confirmed that the WhatsApp platform is expected to be launched in a month, with testing of the facility already completed. As per PTI, the EPFO has taken the initiative to use WhatsApp for enhancing outreach and streamlining member services, with the major reasons including its use by most mobile users across India.
The proposed WhatsApp service allows EPFO members to connect with the organisation directly through a verified WhatsApp account with a green tick mark for authenticity. As reported by NDTV Profit, users can start the process by sending a 'Hello' message to EPFO's official WhatsApp number. The facility enables users to access several EPFO-related services without visiting offices or going through multiple websites, with the option to receive EPFO-related updates and messages on registered mobile numbers. The UPI withdrawal facility has been completed and tested, allowing members to withdraw EPF money directly into their bank accounts using their linked UPI pin. According to PTI, the members can simply type 'Hello' to EPFO's registered WhatsApp number to initiate conversation, with all communication taking place through local/vernacular languages for greater member comfort.
The ministry indicated that the service will especially help members who need support in completing certain pending formalities linked to their EPFO accounts. According to NDTV Profit, the initiative will focus on members eligible under the Pradhan Mantri Viksit Bharat Rozgar Yojana (PMVBRY) who still have unresolved gaps in their records. These may include issues such as incomplete Aadhaar authentication through UIDAI's Face Authentication Technology (FAT) or cases where Direct Benefit Transfer (DBT) has not been enabled in Aadhaar-linked bank accounts. The auto-settlement mode limit has been raised to ₹5 lakh from the existing ₹1 lakh, allowing faster withdrawal of EPF money within three days for illness, education, marriage, and housing purposes. As per PTI, such members will receive targeted support for resolution on WhatsApp itself.
The proposed WhatsApp platform is expected to provide access to commonly used EPFO services, including PF balance checking, viewing details of last five transactions, tracking the status of claims, and receiving guidance related to EPFO services. As reported by NDTV Profit, the automated system will be available 24/7 and will help handle repetitive queries more efficiently. The UPI withdrawal facility will allow members to use their linked UPI pin for completing transactions, ensuring secure transfer of money into bank accounts where members can use funds electronically or withdraw through ATMs using debit cards. At present, EPFO members have to apply for withdrawal claims to access their EPF money, which is time-consuming. Under the auto-settlement mode, the withdrawal claims are settled electronically without manual intervention within three days of filing the application form.
A key feature of the proposed system is language support, with all communication through WhatsApp taking place in local or regional languages so that members can interact with EPFO in the language they understand best. According to the ministry, WhatsApp was chosen because it is widely used by mobile phone users across India, making it an accessible platform for the majority of EPFO subscribers. The 'Nidhi Aapke Nikat (NAN)' programme has significantly reduced litigation pendency, with consumer cases declining from 4,936 as of April 1, 2024, to 2,646 as of March 31, 2026, while overall litigation cases decreased from 31,036 to 27,639 cases.
