The National Pension System (NPS) has a well-defined procedure for addressing complaints of subscribers. Complaints could be any communication to express dissatisfaction about any service under the NPS. There are different modes available to a subscriber to file a complaint through the call centre, by way of a written complaint or online.
Toll free number: A complaint can be filed by calling toll free number 1800222080. Complaints through the call centre are recorded in the CGMS. The executive will try to immediately resolve the concern during the call. Else, an escalation process will be triggered.
Written complaint: One can also file a written complaint in the form of a letter or in line with the format specifi ed (Form G1). The complaint shall be sent to the following address.
Address: NSDL e-Governance Infrastructure Limited. 1st Floor, Times Tower, Kamala Mills Compound, Senapati Bapat Marg, Lower Parel, Mumbai 400013. Complaints are entered into the CGMS and resolved by sending appropriate reply.
Online complaint: Complaints can also be filed by logging on to the Central Grievance Management System (CGMS) on https://www.npscra.nsdl.co.in/Logyour-grievance.php. An appropriate reply is sent to the registered email id of the complainant.
Turnaround time: The complainant must receive acknowledgement within 3 working days with a unique grievance number for future correspondence. All complaints are required to be disposed of within 30 days of its receipt.
Escalation: In case the complainant is not satisfied with the resolution, an escalation may be made to the NPS Trust. The NPS Trust shall try to resolve the complaint within 30 days.