Date: 2026-02-02Category: Public Private Partnership in IndiaState: Union GovernmentCountry: India
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
**Executive Summary**
This circular, issued by the Pension Fund Regulatory and Development Authority (PFRDA) on February 2, 2026, addresses all Points of Presence (POPs) under the NPS architecture. It mandates the registration of all grievances received at the POP level within the respective CRA Centralized Grievance Management System (CGMS) portals to ensure comprehensive data collection for supervisory, tracking, and analytical purposes. This directive aims to capture grievances raised offline by subscribers, which are currently not being recorded.
**Key Points / Main Content**
* **Grievance Registration Mandate:**
* All POPs must register all grievances raised by their subscribers in the respective CRA CGMS system.
* This includes grievances raised *offline* by subscribers.
* **Rationale:**
* PFRDA requires comprehensive data on grievances for tracking, supervisory, and analytical purposes.
* Currently, offline grievances raised at the POP level are not recorded, leading to incomplete data.
* **Procedure:**
* The step-by-step Standard Operating Procedure (SOP) for raising grievances by POP nodal offices on behalf of their subscribers can be found on the websites of their respective CRAs.
* **Authority:**
* This circular is issued under the powers conferred upon PFRDA by the PFRDA Act, 2013.
**Impact Analysis**
**Stakeholder: Points of Presence (POPs)**
* **Impact:** POPs will need to incorporate a new procedure for registering all grievances, including those raised offline, into the CRA CGMS portals.
* **Action Required:** POPs must register all grievances received at their level in the CRA CGMS. Review and implement the step-by-step SOP available on their respective CRAs websites.
Key Entities Referenced
Pension Fund Regulatory and Development Authority (PFRDA): The regulatory body issuing the circular.
PFRDA Act, 2013: The legislation under which the circular is issued.
Points of Presence (POPs): Entities under NPS architecture to whom the circular is addressed.
CRA Centralized Grievance Management System (CGMS): The system for registering grievances, subject of the circular.
NPS Architecture: The framework under which POPs operate.
परिपत्र
परिपत्र सख्ं या: पीएफआिडीए/2026/08/जीसी/01 02.02.2026
प्रति,
एनपीएस आर्किटेक्चि के तहत सभी प्वाइंट ऑफ प्रजे ेंस (पीओपी)
ववषय: एनपीएस आर्किटेक्चि के तहत प्राप्त सभी शिकायतों का पजं ीकिण सबं धं ित सीआिए के केंद्रीकृत
शिकायत प्रबिं न प्रणाली (सीजीएमएस) पोटिल में प्वाइंट ऑफ प्रेजेंस (पीओपी) स्ति पि र्कया जाएगा।
जैसा कि आप जानि ेह ैंकि एनपीएस आकििटेक्चि िे िहि प्वाइंट ऑफ प्रेजेंस सहहि सभी नोडल िायािलयों
िो एनपीएस आकििटेक्चि िे िहि सभी योजनाओं से सबं धं िि ववभभन्न गतिववधियों जैस े ऑनबोर्डगिं , योगदान,
तनिास, भििायिें उठाना आहद ििन ेिे भलए भसस्टम िि पह ंचन े िे भलए सबं धं िि सीआिए भसस्टम में अद्वविीय
लॉधगन क्रेडेंभियल प्रदान किए गए हैं। इसिे अलावा, एनपीएस आकििटेक्चि िे िहि ग्राहिों िो सभी सीआिए
प्रणाभलयों िे िहि सीजीएमएस पोटिल िी सव विा प्रदान िी गई है, जो ग्राहिों िे भलए एि ऑनलाइन प्लेटफॉम िहै
जो सबं धं िि सीजीएमएस पोटिल में लॉग इन िििे सेवा ववििण से सबं धं िि एनपीएस सिं चना िे िहि सभी योजनाओ ं
से सबं धं िि अपनी भििायिें दज िििन ेिे भलए उपलब्ि है।
2. यह देखा गया है कि सीआिए िे सीजीएमएस प्लेटफॉम ि में ग्राहिों द्वािा स्वय ं ऑनलाइन उठाई गई
भििायिों िा डटे ा पीएफआिडीए िो पयवि ेक्षी, ट्रैकिंग औि ववश्लेषणात्मि उद्देश्यों िे भलए भसस्टम जेनिेट किए गए
अद्वविीय टोिन नबं िों िे माध्यम से उपलब्ि है, हालाकं ि, पीओपी िे स्िि पि ग्राहिों द्वािा उठाई गई भििायिों
िा डटे ा िह ंभी दज िनह ं किया जािा है।
3. पीएफआिडीए में ट्रैकिंग, पयवि ेक्षी, ववश्लेषणात्मि उद्देश्यों िे भलए सभी सीआिए स े पीएफआिडीए िी
उपस्स्िति िे बबदं ओ ंिे स्िि पि प्राप्ि, हल िी गई भििायिों िे व्यापि डटे ा िि पह ंचने िे भलए, सभी पीओपी िो
सलाह द जािी है कि वे अपने ग्राहिों द्वािा उठाई गई सभी भििायिों िो सबं धं िि सीआिए सीजीएमएस प्रणाल में
दज िििें। पीओपी नोडल िायािलयों द्वािा अपने ग्राहिों िी ओि स ेभििायि दज िििाने िे भलए चिण-दि-चिण मानि
सचं ालन प्रकक्रया िो उनिे सबं धं िि सीआिए िी वेबसाइटों स ेदेखा जा सििा है।
4. यह परिपत्र पीएफआिडीए अधितनयम, 2013 िे प्राविानों िे िहि पीएफआिडीए िो प्रदत्त िस्क्ियों िा
प्रयोग ििि ेह ए जाि किया गया है|
भवद य,
(भावना मल्होत्रा)
उप महाप्रबिं िCIRCULAR
Circular No.: PFRDA/2026/8/GC/01 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