Mistakes, grievances and official sources
NPS complaint process — CGMS grievance, NPS Trust, PFRDA escalation and annuity disputes
How to raise an NPS, APY or NPS Vatsalya grievance through your CRA's CGMS, what timelines apply, when to escalate to NPS Trust and PFRDA, and where annuity complaints go.
For any problem with an NPS, Atal Pension Yojana or NPS Vatsalya account — a contribution not credited, an exit or withdrawal not paid, wrong personal details, a fund switch not processed, or poor service from a bank or intermediary — raise a grievance through the Central Grievance Management System (CGMS) run by the central recordkeeping agency (CRA) that holds your account. CGMS routes the complaint to the entity responsible (point of presence, nodal office, pension fund, annuity provider or the CRA itself) and gives you a token number to track it. Since 22 June 2026 you can also use PFRDA's new Pension Sahayak portal (pensionsahayak.pfrda.org.in, with mobile-number OTP login, 22 languages and WhatsApp), which PFRDA says replaces CGMS; NPS Trust still lists both routes. Under the PFRDA (Redressal of Subscriber Grievance) Regulations, 2015 the entity concerned must resolve the grievance within 30 days. If it does not, or you are not satisfied, escalate to NPS Trust (21 days), then to the Ombudsman appointed by PFRDA. Complaints about the annuity itself, once bought, go to the insurer, then IRDAI's systems and the Insurance Ombudsman.
Who is responsible for what
| Entity | Typical issues | How it reaches them |
|---|---|---|
| Point of presence (bank, post office, intermediary) | Contributions not uploaded, wrong charges, poor service | CGMS or the PoP's grievance desk |
| Nodal office (government employer, corporate) | Contributions not remitted, exit not initiated | CGMS, or your employer's HR or accounts office |
| CRA (recordkeeping agency) | Statement errors, KYC changes, login problems | CGMS |
| Pension fund | Unit allocation, NAV issues | CGMS |
| Annuity service provider (insurer) | Annuity not started, wrong amount | CGMS for NPS-linked issues; insurer's grievance desk |
| NPS Trust | Oversight of pension funds and the system | Escalation |
| PFRDA | Regulator | Escalation and regulatory complaints |
Most subscribers do not need to know which entity is at fault: CGMS assigns it.
Step-by-step: raising a CGMS grievance
- Find your CRA: your PRAN statement or welcome kit names it. India has more than one CRA, and each runs its own CGMS.
- Go to your CRA's website and open the grievance section. You can also reach it through PFRDA's website.
- Log in with your PRAN (or APY PRAN) and verify with OTP.
- Choose the category, the entity concerned and describe the issue with dates and transaction or request numbers.
- Attach evidence: bank statement showing the debit, salary slip, screenshots of the exit request, or the rejection message.
- Save the token number. Track it on the same site.
What to write
For exit claims:
Timelines and escalation
| Stage | What to do |
|---|---|
| Within the resolution period | Wait for the CGMS response; reply on the same token if more details are asked |
| Not resolved in 30 days, or unsatisfactory reply | Escalate to NPS Trust on the same token (one click on Pension Sahayak); NPS Trust has 21 days |
| Still unresolved after NPS Trust | Appeal to the Ombudsman appointed by PFRDA; against the Ombudsman's award, a review by PFRDA's designated member, then the Securities Appellate Tribunal |
| Government employees | Also use CPGRAMS, because the nodal office is a government office |
This escalation matrix is the one NPS Trust publishes in its grievance FAQ. Check the current route on PFRDA's or NPS Trust's website before escalating, because portals and steps have been revised over time.
Annuity complaints
After your annuity starts, the annuity is an insurance policy. If payments stop or are wrong:
- Complain to the insurer's grievance officer, in writing or through its website.
- If unresolved, register on IRDAI's Bima Bharosa grievance system.
- If still unresolved, or not answered within 30 days, approach the Insurance Ombudsman (Council for Insurance Ombudsmen).
Problems with the purchase itself, such as the annuity not being issued after an NPS exit, go through CGMS first, because the CRA transfers the money to the insurer.
APY and NPS Vatsalya
- APY: problems with auto-debit or penalties start with your bank branch, which is the APY service provider. Use CGMS with your APY PRAN if the bank does not resolve it.
- NPS Vatsalya: the guardian files the grievance using the minor's PRAN. After 18, the subscriber files in their own name.
Preventing the common problems
- Keep mobile, email, bank account and nominee details up to date with the CRA.
- Download your statement every year and match it with your bank debits.
- Start the exit process early, three months before your 60th birthday if you are exiting then; see NPS exit rules.
- Never share your PRAN password or OTPs.
Related: common pension mistakes, EPFO grievances and official sources.
Frequently asked questions
Can I complain directly to PFRDA?
You can lodge the grievance on PFRDA's Pension Sahayak portal, which routes it to the entity concerned. Quote any earlier token number.
What if my employer has not deposited my NPS contributions?
Raise a grievance against the nodal office through CGMS, and raise it internally with HR or the accounts office. Keep salary slips showing the deduction.
My contribution was credited at a later NAV. Can I get compensation?
If the delay was caused by an intermediary, ask in the grievance for units at the NAV that should have applied. Whether compensation is given depends on the facts and the rules.
Is there a fee for filing a grievance?
No. CGMS and Pension Sahayak are free.
Official sources
- PFRDA — grievance regulations, CRA links and escalation route
- PFRDA Pension Sahayak — lodge and track grievances
- NPS Trust — oversight of pension funds
- IRDAI — Bima Bharosa and annuity regulation
- Council for Insurance Ombudsmen — Insurance Ombudsman offices
- CPGRAMS — grievances involving government offices
