The Pension Fund Regulatory and Development Authority (PFRDA) has introduced the ‘Pension Sahayak’ portal, an artificial intelligence (AI)-enabled platform designed to simplify and accelerate grievance redressal for National Pension System (NPS) subscribers. The new system replaces the earlier Central Grievance Management System (CGMS), marking a significant upgrade in India’s pension service infrastructure.
The platform is aimed at improving accessibility, transparency, and resolution efficiency through digital tools, AI-based routing, and multilingual support, ensuring wider usability across diverse user groups.
At the core of the new platform is an AI-powered engine that automatically categorises and routes complaints to the appropriate authorities for faster resolution. This reduces manual intervention and improves turnaround time for grievance handling.
The system also introduces an automatic escalation mechanism, ensuring unresolved issues are forwarded to higher authorities, including the NPS Trust or Ombudsman. Additionally, users can rate the quality of grievance resolution, helping improve accountability and service quality over time.
One of the key improvements in the ‘Pension Sahayak’ portal is the elimination of complex login requirements. Users can now access the platform using only their registered mobile number and a one-time password (OTP), removing the need for PRAN-based credentials.
To enhance inclusivity, the portal integrates support for 22 Indian languages through the Bhashini framework. Subscribers can file complaints via text or voice in their preferred language, making the system more accessible to senior citizens and rural users.
The platform is designed to provide end-to-end tracking of grievances, allowing users to monitor complaint status and resolution timelines in real time. This transparency improves trust in the pension ecosystem and ensures subscribers remain informed at every stage of the process.
By combining AI tools with user-friendly design, the system significantly improves the overall grievance handling experience for NPS participants.
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The launch of ‘Pension Sahayak’ represents a major step forward in modernising India’s pension grievance redressal framework. With AI-driven automation, multilingual accessibility, and simplified login processes, the platform is expected to deliver faster, more transparent, and more inclusive services for millions of NPS subscribers across the country.
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Published on: Jun 24, 2026, 2:20 PM IST
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