The number of NPS subscribers is increasing day by day. The combine NPS (National Pension Scheme & APY (Atal Pension Scheme) is managed by NPS Trust in India. It is a need that they have an Ombudsman, where you can complain against service deficiencies made by NPS participants, trust & Point of Service. Hence, after a long wait Ombudsman for NPS is here.
Ombudsman for NPS & APY
As per the PFRDA Circular (Ref. No. PFRDA/2020/35/OMBD/1) dated August 24, 2020, an Ombudsman has been appointed by PFRDA to receive, consider and facilitate resolution of complaints or grievances under the ambit of PFRDA (Redressal of Subscriber Grievance) Regulations, 2015.
What is Ombudsman for NPS and APY?
Ombudsman is a final authority to get justice, resolve the grievance, and refill a previous complaint if you are not happy with the resolution taken by lower grievance officers or organizations.
For eg RBI has the Ombudsman for Banks in India. In case Banks fail to resolve your complaint related to service deficiency or you are not happy with their resolution you can take up with the RBI ombudsman.
Similarly the PFRDA (Pension Funds Regulatory & Development Authority of India), the apex body of managing pension business has introduced the Ombudsman for NPS & APY.
Who can use the services of Ombudsman for NPS & APY?
As per PFRDA (Redressal of Subscriber Grievance) Regulations, 2015, an appeal to the Ombudsman may be filed under the following circumstances by a complainant:
(a). whose grievance has not been resolved within 30 days from its escalation by filing a complaint with the National Pension System Trust (NPST); or
(b). where a complaint has been made directly against the NPS Trust (and no other intermediary), and the same is not resolved within the specified period of 30 days; or
(c). in relation to a complaint against any other pension scheme regulated by the Authority, whose complaint/grievance is not resolved within a period of 30 days from its filing.
Steps for Resolving Grievance against NPS
PFRDA has issued the Circular pertaining to ‘Ombudsman for resolving Grievances under National Pension System (NPS) and Atal Pension Yojana (APY) in order to help and guide the Subscribers of NPS and APY in understanding their rights and process of filing their Appeals to Ombudsman, Frequently Asked Questions (FAQs) and Format of Appeal to Ombudsman. These are attached here:
Click here to download Circular, FAQs and Appeal Format to Ombudsman.
In Summary,
- First file a complaint against the intermediary or the trust.
- Second, wait for 30 days so that they can resolve.
- Third, in case they do not respond in 30 days, file the complaint with Ombudsman for NPS & APY.
- Forth, in case they reply and you are not satisfied with the resolution, file it with the ombudsman in 45 Days.
- Ombudsman also will provide a final resolution after hearing both parties within 30 to 90 days.
- After award of resolution parties may again approach within 15 days for any error submission or fact reporting.
- After the final award (resolution) parties can appeal for revision in 30 days. Otherwise, this is final & binding on both parties.
- This final award can be also challenged if a designated member considers it for revision. But party seeking revision has to deposit 75% of the amount of penalty/payment mentioned the award.
FAQs related to Ombudsman for NPS & APY
How to File a complaint with Ombudsman?
It can be filled Offline Only in writing (as per the format attached with circular in the link above).
What is the contact details, address & office of the Ombudsman for NPS & APY?
The Ombudsman
O/o PFRDA
Chatrapati Shivaji Bhawan, B-14/A, Qutab Institutional Area, New Delhi, Delhi 110016
Phone 011 – 26517507 Ext 188
Email ombudsman@pfrda.org.in
Can the ombudsman call for documents or physical presence?
Yes, they have the power to call for documents or personal hearing.
Hope you never need this information, but in case you are a victim of service issue, you can go ahead to get justice OR help someone who might need this information.
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