If you face an issue with the National Pension System (NPS) regarding its services or related matters, you can file a complaint against the concerned intermediary. The NPS was introduced in 2004 for government employees and significantly expanded in 2009 to include all citizens, and again in 2022 to incorporate companies. Its growth since its inception has been remarkable.
As of April 30, 2025, there were around 2 crore subscribers, including government, corporate, all-citizen model, NPS Swavalamban and NPS Vatsalya.
The Pension Fund Regulatory And Development Authority (PFRDA), through its PFRDA (Redressal of Subscriber Grievance) Regulations 2015, laid the mechanism and rules for handling complaints regarding NPS and (Atal Pension Yojana) APY to provide the resolution.
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What Is The Grievance Mechanism Of The NPS?
The PFRDA regulation, 2015 and amendments thereafter prescribe lodging a complaint on the Central Grievance Management System (CGMS) of the concerned central record-keeping agency (CRA). The grievances registered on the CRA portal reach the concerned authority or offices for necessary action. They look into the complaint and provide a resolution. As per the rule, the concerned authority or office has to reply to the subscriber within 30 days from the date of receipt.
One can also approach the Point of Presence-service provider (PoP-SP) to submit a physical copy of the complaint.
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How To Lodge A Complaint Against Any NPS Intermediary Or NPS Trust?
PFRDA appointed three CRAs (Protean eGov Technologies Limited, KFin Technologies Pvt. Ltd, and Computer Age Management Services Limited (CAMS)) to provide NPS and APY related services. The procedure to lodge complaint is same across CRAs, however, it needs to be done through their portal only.
Lodge Complaint With CRA
Online Procedure
• Log in to the website
• Click the Grievance Tab (CGMS) and lodge the complaint
Mobile App:
• One can also do it through the respective CRA’s Mobile App using a password or I-Pin.
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Call Centre Or Interactive Voice Response System (IVR):
One can complain by calling toll-free numbers but must have the Tele-query personal identification number (T-PIN)
• For Protean CRA: Call Toll-free Numbers 1800 210 0080 (NPS), 1800 889 1030 (for APY)
• For K-Fintech CRA: Call toll-free number 1800 208 1516
• For CAMS CRA: Call at Toll-free Number 1800 572 6557
Offline Complaint - Physical Form:
A subscriber can submit the complaint offline to the PoP-SP on the stipulated grievance form (Form G1) who can further submit it to the CRA. One can send the form directly to the CRA and to their registered address.
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These offline complaints are digitised upon receipt by the CRA and then either rejected or resolved within 30 days. Subscriber is intimated through SMS or email.
If no resolution is received within the specified timeline, one can escalate the complaint to the next level which is National Pension System Trust (NPS Trust).
Escalate 1 - Lodge Complaint To NPST
One can either visit the official NPST website and escalate the grievance or send the complaint offline to the Grievance Redressal Officer (GRO) of NPST on its address.
The complaint should be resolved within 21 days from the date of receipt. However, if one is not satisfied with the resolution, one can further escalate it to the PFRDA-appointed Ombudsman.
Escalate 2 - Ombudsman
The appeal against the resolution has to be filed in the specified format within 45 days of receiving the NPST response. Note that a legal practitioner cannot file the appeal on behalf of the complainant.
The Ombudsman passes the order within 30 days. If one feels dissatisfied with the award passed by the Ombudsman, one has the option to appeal against the order to the PFRDA within 30 days of the receipt of the award.
Escalate 3 - PFRDA Member
The designated member of the PFRDA has the authority to revise the Ombudsman order. Once the PFRDA member passes the order, it cannot be revised further.
Yet again, if the complainant wants to challenge the award, the final resort is the Securities Appellate Tribunal (SAT).
Escalate 4 - Securities Appellate Tribunal (SAT)
Under Section 36 of the PFRDA Act 2013, one can appeal with the SAT against the order passed by the designated member of the PFRDA.
