Summary of this article
EPFO is rolling out a verified WhatsApp channel to give subscribers faster access to EPF balances, transactions, claim status and more.
The grievance support will be provided in multiple languages.
The automated service will run 24x7, assist PMVBRY beneficiaries, and complement existing options for a smoother digital experience.
The Employees' Provident Fund Organisation (EPFO) is undergoing a digital overhaul to improve its services, procedures, and operational system to enhance the convenience and experience of its subscribers. As part of the transition, the retirement fund body is planning to offer EPF-related information through the WhatsApp channel to subscribers for faster communication.
Recently, Union Labour Minister Mansukh Mandaviya said that the aim of using WhatsApp is to enhance outreach and improve services. With EPFO’s presence on WhatsApp, subscribers will be able to access their EPF account details easily and get answers to their queries, which at present take time as the customer care is almost always busy and very difficult to get through.
How Will EPFO WhatsApp Work?
This WhatsApp number will be verified with a green tick mark to ensure that subscribers don’t get confused with any other fraudulent number. As per the PTI report, subscribers will only need to type ‘Hello’ to the WhatsApp number of EPFO to start a conversation with it. Subscribers will have the option to select their preferred language of communication and the option to receive messages from EPFO on their registered mobile number.
This initiative will specifically improve accessibility to EPF-related information. It is expected to reduce operational burden as the automated system can handle repetitive queries of repetitive nature 24 hours a day.
According to the minister, this system will enable subscribers to view their EPF balance, the last 5 transactions, and track their claim status, among other services. As of now, subscribers can access their EPF balance information through SMS, the UMANG app, the web portal, or a missed call.
In addition to it, the initiative will also provide support to members eligible under Pradhan Mantri Viksit Bharat Rozgar Yojana (PMVBRY), who face issues, such as incomplete Aadhaar authentication through Face Authentication Technology, direct benefit transfer not enabled, Aadhaar and bank account not linked, etc. The WhatsApp-based services are expected to be launched in a month.
In short, this WhatsApp interface will enable subscribers to bypass the traditional helpdesk to get information and resolve their queries. This will help over seven crore EPF subscribers to stay updated and utilise their funds efficiently, rather than being frustrated over unresponsive customer care or approaching the higher levels to get redressal of their grievances.
UPI Withdrawal
In addition to it, the long-awaited feature of EPF withdrawal through the Unified Payment Interface (UPI) is also to be launched soon. Mandaviya confirmed on May 18 that the testing of the UPI withdrawal facility is complete. Under this system, subscribers can view their available balance for transfer, and a specific amount will remain frozen in the account as per the rules.
The funds can now be directly transferred to the subscribers’ bank accounts from which they can withdraw the amount using UPI or debit cards. The funds will be available immediately for digital payment or withdrawal from ATMs. EPFO has raised the withdrawal limit for auto-settlement to Rs 5 lakh, and the settlement time for such claims is reduced to three days. Subscribers can take advances for education, marriage, illness, or housing purposes.
These measures are expected to enhance subscribers’ experience in using the services of EPFO, which has been struggling with an outdated system and procedures for a long time.
