PFRDA Pension Sahayak: PFRDA Launches A New AI-Powered Portal For Pension Grievance Redressal

The Pension Fund Regulatory and Development Authority (PFRDA) has launched a new grievance redressal platform, ‘PFRDA Pension Sahayak’ today, June 22, 2026. This new portal is artificial intelligence (AI)-enabled and designed to make the grievance redressal process easier for subscribers.

It is built upon the technological advancement of the Government of India’s NextGen Centralised Public Grievance Redressal and Monitoring System (CPGRAMS) initiative. The new platform will replace the older Central Grievance Management System (CGMS), and offer better accessibility, transparency, and an accountability framework to better serve the pension subscribers, regulators, and intermediaries.  

Under the previous portal, subscribers were required to remember complex Permanent Retirement Account Number (PRAN) credentials and passwords. But now, users can log in using only their mobile number and an OTP. For those having multiple PRANs linked to a single mobile number, the system will automatically display all accounts under one common login.

Further, the new portal is linked to Bhashini, allowing the portal to support 22 Indian languages. It also enables voice-based grievance filing, which is particularly beneficial for senior citizens and rural subscribers. They can simply speak their grievance in their language, and they receive a response in the same format, including audio-based communication.

The Sahayak (assistant) is a system that leverages AI to provide instant responses to subscribers’ queries. The AI-powered interface automatically categorises and routes the grievances to the appropriate entity within seconds. So, the subscribers don’t need to understand the complex internal structure of the pension system.

What Does The New Portal ‘Pension Sahayak’ Offer?

• Lodging a grievance through text, voice message, or interactions in 22 Indian languages

• Receive an instance AI-enabled response to the pension-related queries

• View every stage of the resolution process

• View the details of the responsible entities and the resolution timeline on the portal

• Provide rating and feedback on the resolution quality

• If the issue remains unresolved, escalate the matter to the NPR Trust through a single click

• File an online appeal to the Ombudsman on the same ticket without a separate submission

• If the matter is still not resolved, there is an automated escalation mechanism on the platform under which the grievances, which are not resolved within the prescribed timelines, are automatically escalated

Strengthening Regulatory Oversight

For the regulator, PFRDA Pension Sahayak is like a supervisory tool to provide real-time dashboards and advanced analytics. It allows the regular to monitor grievance volumes, pendency, and escalation trends. By using AI, the platform identifies recurring operational issues, evaluates the performance of intermediaries, and enables evidence-based policy interventions.

By leveraging the cloud-native architecture and AI, PFRDA Pension Sahayak aims to strengthen trust, responsiveness, transparency, accountability, and overall service delivery across the entire pension ecosystem.  

FAQs