The Pension Fund Regulatory and Development Authority has issued a circular directing all Points of Presence (POPs) under the National Pension System (NPS) architecture to compulsorily register every subscriber grievance received offline into the respective Central Recordkeeping Agency (CRA) Centralized Grievance Management System (CGMS) portals. While grievances lodged directly by subscribers through CGMS are already captured and visible to the regulator via system-generated token numbers, complaints raised offline at POPs were not being centrally recorded, creating gaps in supervisory data. To ensure comprehensive visibility of grievances received, resolved, and pending across all CRAs, POPs must now upload such offline grievances using their CRA login credentials and follow the prescribed standard operating procedures. Issued under the powers conferred by the PFRDA Act, 2013, the circular aims to strengthen transparency, improve grievance monitoring, enable effective analytics, and enhance regulatory oversight across the entire NPS service delivery framework.
Pension Fund Regulatory and Development Authority
Circular No.: PFRDA/2026/8/GC/01 Dated: 02.02.2026
To,
All Points of Presence (POPs) under NPS architecture
Subject: Registration of all grievances received under the NPS Architecture raised at the level of Points of Presence (POP) in the respective CRA Centralized Grievance Management System (CGMS) portals
As you may be aware that all the nodal offices including the Points of Presence under the NPS architecture have been provided with unique login credentials in the respective CRA systems to access the system for undertaking various activities related to all schemes under NPS architecture like onboarding, contribution, exit, raising grievances etc. Also, the subscribers under the NPS architecture have been provided the facility of CGMS Portals under all CRA systems, which is an online platform available to subscribers to lodge their grievances pertaining to all schemes under NPS architecture related to service delivery by logging in the respective CGMS Portal.
2. It has been observed that the data of grievances raised by the subscribers themselves online, in the CGMS platforms of CRAs, is available to PFRDA through system generated unique token numbers for supervisory, tracking and analytical purposes, however, the data of grievances raised by subscribers offline at the level of POPs is not recorded anywhere.
3. In order to arrive at a comprehensive data of the grievances received, resolved, pending at the level of Points of Presence of PFRDA from all CRAs, for tracking, supervisory, analytical purposes at PFRDA, all POPs are advised to register all grievances raised offline by their subscribers in the respective CRA CGMS system. The step-by-step Standard Operating Procedure for raising grievance by POP nodal offices on behalf of their subscribers, can be accessed from the websites of their respective CRAs.
4. This Circular is issued in exercise of the powers conferred upon PFRDA under the provisions of the PFRDA Act, 2013.
Yours Sincerely,
(Bhawna Malhotra)
Deputy General Manager
