Pension-related complaints may soon become much easier to resolve.
The Pension Fund Regulatory and Development Authority (PFRDA) has launched a new AI-powered grievance redressal platform called Pension Sahayak.
The new system replaces the older Central Grievance Management System (CGMS) and aims to make complaint registration, tracking, and resolution faster and more convenient for pension subscribers.
One of the biggest highlights is that users can now raise complaints through web, mobile, and even WhatsApp.
The platform also supports 22 Indian languages and allows users to register complaints using voice commands.
No Need to Remember PRAN or Password
Earlier, pension subscribers had to remember their Permanent Retirement Account Number (PRAN) and login credentials to file complaints.
With Pension Sahayak, this process has become much simpler.
Users can log in instantly using their registered mobile number and OTP.
If multiple PRAN accounts are linked to the same mobile number, all of them will appear on a single screen.
Even Atal Pension Yojana (APY) subscribers who have forgotten their PRAN can easily retrieve it through the platform.
File Complaints in Your Own Language
A major feature of Pension Sahayak is its integration with Bhashini AI technology.
The platform supports 22 Indian languages, allowing users to speak and submit complaints in their preferred language.
Not only can complaints be filed through voice commands, but responses are also provided in the same language.
Users can even listen to the response in audio format, making the system more accessible and user-friendly.
Automatic Escalation for Delayed Complaints
The platform is designed to ensure that complaints do not remain unresolved for long periods.
If a complaint is not addressed within the prescribed time limit, the system will automatically escalate it to a higher authority for further action.
This feature is expected to improve accountability and speed up grievance resolution.
Unsatisfied With the Resolution? Take It Further
If users are not satisfied with the first response they receive, they can escalate the matter further with just one click.
The complaint can be transferred directly to the Ombudsman or the NPS Trust for review.
Users also have the option to rate the quality of the resolution they receive, helping improve the overall service experience.
How Is It Different From the Old System?
The earlier grievance system was largely traditional and often required users to understand technical aspects of pension services.
Pension Sahayak, on the other hand, is an AI-powered, voice-enabled, and user-friendly platform designed for people of all backgrounds.
Instead of navigating a complex process, users simply need to explain their problem.
The system then guides them through the rest of the complaint process, making pension services more accessible than ever before.
With multilingual support, voice-based assistance, and automatic complaint tracking, Pension Sahayak marks a significant step towards a smarter and more citizen-friendly pension service system.
