The new AI powered Pension Sahayak grievance resolution platform is expected to be transparent and user-friendly for pensioners with multilingual support, voice-based interaction, automated workflows and real time tracking.
If you have ever faced difficulty raising a pension-related complaint, tracking its progress or finding the right organisation to contact, PFRDA’s latest initiative aims to make that process much simpler.
The Pension Fund Regulatory and Development Authority (PFRDA) has launched Pension Sahayak, an AI powered grievance redressal platform for subscribers of pension schemes.
The new platform replaces the earlier Central Grievance Management System (CGMS) and brings multiple pension service touchpoints together into a single digital ecosystem.
Easier access for pension subscribers
One of the biggest changes is the way you access grievance services. Instead of logging in with PRAN credentials, you can now sign in using your mobile number and OTP.
Multiple PRANs linked to the same mobile number are automatically displayed under a single login.
The platform is available through web, mobile and WhatsApp channels and supports 22 Indian languages through Bhashini integration. You can file grievances using either text or voice and receive responses in your preferred language, including audio-based responses.
AI driven grievance management
Pension Sahayak uses artificial intelligence to answer subscriber queries, categorise grievances and route them to the appropriate entity automatically. This reduces the need for you to understand the pension system structure or identify the correct organisation themselves.
You can track grievance status in real time, view resolution timelines, provide feedback on grievance handling and escalate unresolved complaints to NPS Trust through a single click. The platform also allows appeals to the Ombudsman to be filed digitally through the same ticket.
In addition, grievances that remain unresolved within prescribed timelines can be escalated automatically.
