The Pension Fund Regulatory and Development Authority (PFRDA), on February 2, 2026, issued a circular directing all Points of Presence (POPs) under the National Pension System (NPS) architecture to ensure registration of all grievances received at their level in the respective Central Recordkeeping Agency (CRA) Centralized Grievance Management System (CGMS). The circular notes that while online grievances lodged directly by subscribers are captured in CGMS and visible to PFRDA, grievances received offline at POPas were not being systematically recorded.
PFRDA observed that the absence of data on offline grievances limits comprehensive tracking, supervision, and analysis of grievance redressal across the NPS ecosystem. To address this gap, POPs have been advised to register all subscriber grievances received offline into the relevant CRA CGMS portal, using the unique login credentials already provided to them for NPS-related activities.
The circular clarifies that the step-by-step Standard Operating Procedure (SOP) for raising grievances on behalf of subscribers is available on the respective CRA websites and must be followed. The directions have been issued by PFRDA in exercise of the powers conferred under the PFRDA Act, 2013.
[Circular No. PFRDA/2026/8/GC/01]
