PFRDA Launches AI-Powered ‘Pension Sahayak’ Portal for Faster and Easier Grievance Redressal

The Pension Fund Regulatory and Development Authority (PFRDA) has launched “PFRDA Pension Sahayak”, an AI-powered grievance redressal platform aimed at improving the experience of National Pension System (NPS) and other PFRDA-regulated pension subscribers. The new portal replaces the existing Central Grievance Management System (CGMS) and introduces a more accessible, transparent, and technology-driven mechanism for resolving pension-related grievances.

AI-Driven Platform for Pension Subscribers

Pension Sahayak has been developed as a unified digital platform that integrates multiple pension service touchpoints into a single ecosystem. Built on the principles of accessibility, transparency, and accountability, the portal leverages Artificial Intelligence, multilingual communication, and automated workflows to simplify grievance management.

The platform is accessible through web, mobile, and WhatsApp channels, enabling subscribers to register complaints, track their status, and receive resolutions more conveniently.

Easier Login Without PRAN Credentials

One of the key improvements in Pension Sahayak is the simplified login process. Subscribers can now access the portal using their registered mobile number and OTP, eliminating the need to remember PRAN credentials.

The portal also automatically displays all PRANs linked to a subscriber’s mobile number under a single login, making it easier for users managing multiple pension accounts.

Support for 22 Indian Languages

To improve accessibility, Pension Sahayak supports 22 Indian languages through integration with the Government’s Bhashini platform. Subscribers can submit grievances using text or voice in their preferred language and receive responses in the same language.

The voice-enabled functionality is expected to benefit senior citizens, rural subscribers, and users who are more comfortable communicating in regional languages.

AI-Powered Assistance and Faster Resolution

The platform features an AI-enabled assistance system capable of providing instant responses to pension-related queries. It can automatically understand grievances, categorize them, and route them to the appropriate entity for resolution.

This automation reduces manual intervention, speeds up grievance processing, and simplifies the overall user experience.

Key Features of Pension Sahayak

Subscribers can use the portal to:

• Lodge grievances through text or voice interactions
• Receive instant AI-based responses to pension queries
• Track grievance status in real time
• View complete resolution timelines
• Submit ratings and feedback on grievance resolution
• Escalate unresolved grievances to NPS Trust with a single click
• File appeals to the Ombudsman digitally through the same grievance ticket

The system also includes automated escalation mechanisms for grievances that remain unresolved beyond prescribed timelines.

Enhanced Monitoring and Governance

Apart from serving subscribers, Pension Sahayak also functions as an advanced governance and supervisory platform for PFRDA.

The platform provides real-time dashboards and analytics that enable monitoring of grievance volumes, pendency levels, escalation trends, and intermediary performance. It also uses AI-driven analytics to identify recurring issues, assess grievance resolution quality, and generate insights for policy interventions and service improvements.

Replacing CGMS with a More User-Friendly System

Compared to the earlier CGMS portal, Pension Sahayak offers several significant improvements, including:

• Mobile OTP-based login instead of PRAN and password
• Unified access to multiple PRANs
• AI-based grievance categorization and routing
• Voice-based grievance filing
• Multilingual support in 22 languages
• Real-time grievance tracking and transparency
• Online appeals to the Ombudsman
• Automatic escalation of delayed grievances
• Integrated feedback and rating mechanism

Strengthening Digital Governance in the Pension Sector

According to PFRDA, Pension Sahayak represents a major step toward citizen-centric and technology-enabled governance. By combining AI-powered assistance, multilingual accessibility, automated grievance handling, and real-time monitoring, the platform is expected to improve service delivery standards and strengthen trust, accountability, and transparency across the pension ecosystem.

The initiative also aligns with the Government’s broader vision of Digital India and the adoption of emerging technologies for efficient public service delivery.

View PFRDA Press Release: