PFRDA Directs NPS Service Providers to Strengthen Accessibility Standards for Persons with Disabilities

The Pension Fund Regulatory and Development Authority (PFRDA) has directed all Points of Presence (PoPs) associated with the National Pension System (NPS) to strengthen accessibility across their physical infrastructure, digital platforms and customer service channels to ensure barrier-free access for persons with disabilities.

In a circular issued on 15 July 2026, the pension regulator reiterated its commitment to providing inclusive and equitable pension services under the National Pension System, including NPS Vatsalya, NPS Sanchay, Atal Pension Yojana (APY) and NPS Lite.

Accessibility Measures to Cover Physical and Digital Services

PFRDA has advised all PoPs to comprehensively review their existing infrastructure and service delivery mechanisms to ensure compliance with the accessibility requirements prescribed under the Rights of Persons with Disabilities Act, 2016 and related rules.

The review is expected to cover:

• Physical infrastructure at branch offices
• Digital platforms and online services
• Information and communication technology (ICT) systems
• Operational processes
• Customer service delivery mechanisms

The regulator has emphasized that accessibility should be integrated across every stage of service delivery so that persons with disabilities can access pension-related services without barriers.

Based on Existing Accessibility Standards

The circular refers to PFRDA’s notification issued in August 2024, which laid down accessibility standards and guidelines for PFRDA-regulated intermediaries. These standards require regulated entities to provide accessible infrastructure, digital platforms, services and facilities for persons with disabilities.

PFRDA also noted that the Hon’ble Supreme Court, in the Rajive Raturi vs. Union of India & Others case, recognised accessibility as an integral part of the fundamental rights guaranteed under the Constitution and stressed the need for mandatory accessibility standards across public infrastructure and digital services.

Department of Financial Services Monitoring Compliance

The regulator stated that the Department of Financial Services (DFS), Ministry of Finance, is closely monitoring compliance with the provisions of the Rights of Persons with Disabilities Act, 2016, the corresponding Rules of 2017 and the accessibility standards notified by the Government from time to time.

The circular also noted that the Office of the Chief Commissioner for Persons with Disabilities has repeatedly emphasised strict adherence to these statutory provisions by regulated entities.

Staff Sensitisation and Periodic Reviews

Apart from improving infrastructure and digital accessibility, PFRDA has instructed PoPs to ensure that branch officials are adequately sensitised to accessibility requirements. Necessary measures should be taken to eliminate barriers that may prevent persons with disabilities from accessing pension services.

The regulator has further directed that compliance with accessibility standards should be reviewed periodically by the senior management of each PoP to ensure continuous adherence to the prescribed norms.

Compliance Report by 7 August

All Points of Presence have been asked to complete the review of their accessibility measures and submit a compliance report to PFRDA by 7 August 2026.

The latest direction reinforces PFRDA’s ongoing efforts to make pension services more inclusive and accessible, ensuring that all subscribers, including persons with disabilities, can access NPS and other pension schemes through accessible physical and digital service channels.

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