The PFRDA Pension Sahayak platform was launched on June 22, 2026, introducing an AI-powered solution for pension subscribers to register and track grievances online. According to reports from Mint and Business Standard, the platform brings pension-related grievance services onto a single digital interface, allowing subscribers to submit complaints online, track their progress, and seek further review if they are not satisfied with the resolution. The system supports 22 Indian languages and provides a way to monitor the status of complaints after registration, with subscribers not required to pay any fee for grievance registration.
As reported by Mint and Business Standard, subscribers of the National Pension System (NPS), Unified Pension Scheme (UPS) and Atal Pension Yojana (APY) can use the platform. Authorised representatives can also submit grievances on behalf of subscribers. Complaints can relate to services provided by pension intermediaries, including Central Recordkeeping Agencies (CRAs), Points of Presence (PoPs), pension fund managers and other entities involved in providing pension services. Subscribers can register complaints through the official Pension Sahayak portal using their PRAN or mobile number, or contact PFRDA through its toll-free number 1800-110-708.
According to Business Standard, the registration process involves six key steps. Subscribers must first open the official Pension Sahayak portal and select the grievance option. They then verify their identity by entering their Permanent Retirement Account Number (PRAN) and date of birth, or mobile number and date of birth, with an OTP sent to the registered mobile number for authentication. They can describe their issue using voice or chat options, or select an appropriate grievance category from available options. If the issue cannot be resolved during the initial interaction, the complaint can be formally registered, resulting in a unique grievance ID for tracking purposes. Subscribers are advised to keep their grievance ID, account statements, transaction records and any communication with the pension intermediary for potential escalation.
As reported by Mint and Business Standard, the first-level complaint is handled by the concerned intermediary within 30 days. If the subscriber remains dissatisfied or does not receive resolution within the prescribed period, the matter can move to the NPS Trust for second-level resolution within 21 days. If subscribers remain dissatisfied, an appeal can be made to the PFRDA Ombudsman, who is required to issue an order within 90 days of receiving the appeal. If subscribers are still not satisfied, they can file a revision application against the Ombudsman's order with the designated member of PFRDA, or approach the Securities Appellate Tribunal (SAT).
