Filing pension complaints gets easier as PFRDA rolls out AI-enabled Pension Sahayak: Key features explained
Jun 22, 2026
Synopsis
PFRDA has launched Pension Sahayak, an AI-powered platform simplifying pension grievance redressal. This upgrade from the old CGMS offers web, mobile, and WhatsApp access in 22 languages, including voice commands.
The Pension Fund Regulatory and Development Authority (PFRDA) has launched an AI-powered grievance redressal platform called PFRDA Pension Sahayak, aimed at making it easier for pension subscribers to raise complaints, track their status and get timely resolutions.
The new portal replaces the earlier Central Grievance Management System (CGMS) and brings together web, mobile and WhatsApp-based services on a single platform. The new grievance system will be available in 22 languages where users can speak in any of these to lodge complaints through voice command. They will get their answer in the same language spoken and can also listen to the response in the audio form.
Subscriber can log in instantly using their mobile number and one-time password (OTP) as they don't need to remember Permanent Retirement Account Number (PRAN) or their password. All PRANs linked to one mobile number will be automatically displayed under a single common login.
In a statement dated June 22, 2026, PFRDA said “PFRDA Pension Sahayak replaces the earlier Central Grievance Management System (CGMS) and represents a significant technological upgrade in pension grievance redressal. The platform provides a unified omnichannel interface accessible through web, mobile and WhatsApp.”
Key features of the Pension Sahayak app-
• Receive instant responses to pension-related queries through an AI-enabled assistance system
• Track grievance status in real time
• View complete resolution timelines and responsible entities
• Provide ratings and feedback on grievance resolution quality
• Escalate unresolved grievances to NPS Trust through a single click
• File appeals to the Ombudsman digitally on the same ticket without requiring separate submissions.
• Automated escalation mechanism
The platform also incorporates an automated escalation mechanism whereby grievances not resolved within prescribed timelines are escalated automatically, enhancing accountability and ensuring timely resolution.
What is the difference between CGMS Grievance Portal and Pension Sahayak Portal
| Feature | Earlier – CGMS Grievance Portal | NEW – Pension Sahayak Grievance Portal |
| Login Process | Subscriber had to remember PRAN number and password and log in separately to raise a grievance. | Subscriber can log in instantly using Mobile Number + OTP. No need to remember PRAN or password. |
| Multiple PRAN Handling | Separate login required for each PRAN/account. | All PRANs linked to one mobile number are automatically displayed under a single common login. |
| Ease of Access | Complex navigation to find grievance registration tab. | Simple, intuitive and guided interface focused on quick grievance filing. |
| PRAN Discovery | Subscribers who forgot/lost PRAN had difficulty accessing services. | Linked PRANs are automatically shown after mobile OTP login. Even APY subscribers can rediscover forgotten PRANs easily. |
| Query Resolution | Subscriber had to submit queries and wait for response from concerned entity. | Queries are answered instantly through AI-powered assistance. |
| Language Availability | Portal available only in English. | Portal available in 22 Indian languages using Bhashini integration. |
| Voice-Based Grievance Filing | Grievances could only be typed manually. | Subscribers can speak grievances in any of the 22 languages. |
| Response in Native Language | Responses were primarily text-based and in English. | Subscriber receives resolution in the same language spoken and can also listen to the response in audio format. |
| Grievance Categorization | Subscriber had to manually select grievance category and concerned entity. | AI automatically understands the grievance, categorizes it, and routes it to the correct entity within seconds. |
| User Effort | Subscriber needed knowledge of pension system structure and entities. | Subscriber simply explains the problem; the system handles the rest automatically. |
| Tracking Grievance Status | Tracking was difficult and not user-friendly. | Real-time tracking available on the same portal with complete transparency. |
| Transparency in Resolution | Limited visibility of grievance movement. | Subscriber can see pending entity, contact details, email IDs, timelines, and every stage of resolution. |
| Feedback Mechanism | No facility to rate or review grievance resolution. | Subscribers can provide ratings and written feedback on the resolution quality. |
| Escalation to NPS Trust | Escalation process was difficult and inconvenient. | One-click escalation to NPS Trust directly from tracking page after closure by first-level entity. |
| Auto Escalation | No automatic monitoring of delays. | If grievance is not resolved within prescribed timelines, it is automatically escalated to NPS Trust. |
| Appeal to Ombudsman | Appeal required filing physical application manually. | Subscriber can file appeal to Ombudsman online through the portal itself. |
| CRA Dependency | For multiple PRANs under different CRAs, subscriber had to visit separate CRA portals. | One unified portal for grievances across all PRANs and CRAs. |
| Digital Experience | Traditional grievance system with limited automation. | AI-driven, multilingual, voice-enabled, citizen-centric grievance ecosystem. |
[The Economic Times]
