NPS Complaint and PFRDA Grievance Escalation in India
If your NPS contribution, withdrawal or account issue is not fixed, lodge a Level 1 grievance through the Central Grievance Management System (CGMS) on your CRA portal, then climb a five-level PFRDA escalation ladder up to the Securities Appellate Tribunal. Grievances under the National Pension System (NPS) and the Atal Pension Yojana (APY) are handled under the PFRDA (Redressal of Subscriber Grievance) Regulations, 2015, which set a defined Turn Around Time (TAT) at each stage so a complaint cannot be left open indefinitely.
The escalation ladder (Level 1 to Level 5)
Level 1 - CGMS via your CRA. Raise the grievance through the Central Grievance Management System on your Central Recordkeeping Agency (CRA) web portal, mobile app or call centre. It is routed to the concerned intermediary or nodal office and must be resolved within a TAT of 30 days.
Level 2 - NPS Trust. If it is not resolved in 30 days, or you are not satisfied with the reply, escalate to the National Pension System Trust (NPS Trust). TAT is 21 days.
Level 3 - PFRDA Ombudsman. If you are still dissatisfied or get no reply, file an appeal or complaint with the Ombudsman appointed by PFRDA.
Level 4 - Designated Member of PFRDA. A representation for revision against the Ombudsman's award lies to the Designated Member of PFRDA.
Level 5 - Securities Appellate Tribunal (SAT). If you remain dissatisfied with the Designated Member's order, the further recourse is to the Securities Appellate Tribunal.
The five levels at a glance
| Level | Who handles it | Time limit (TAT) |
| Level 1 | Intermediary or nodal office, through CGMS on your CRA portal, app or call centre | 30 days |
| Level 2 | National Pension System Trust (NPS Trust) | 21 days |
| Level 3 | Ombudsman appointed by PFRDA | As fixed by the Ombudsman under the 2015 Regulations |
| Level 4 | Designated Member of PFRDA, on a revision against the Ombudsman's award | As fixed under the 2015 Regulations |
| Level 5 | Securities Appellate Tribunal (SAT) | Per SAT rules of procedure |
How to raise a Level 1 grievance (CGMS via your CRA)
Identify your CRA. Your account sits with one of the PFRDA-appointed Central Recordkeeping Agencies: Protean eGov Technologies (formerly NSDL e-Governance), KFin Technologies, or CAMS. Your PRAN welcome kit and login page show which one.
Log in to the CRA portal or app using your PRAN and password, or use the CRA call centre if you cannot log in.
Open the grievance or CGMS section and select the grievance category that matches your issue (contribution not credited, withdrawal delay, wrong details, and so on).
Describe the problem and attach proof such as a contribution receipt, transaction reference or screenshot. Submit and note the token or grievance reference number generated.
Track the status using that reference. The intermediary must respond within the 30-day TAT.
Escalate to Level 2 (NPS Trust) if there is no resolution within 30 days or you are dissatisfied, then onward to the Ombudsman, the Designated Member and SAT as needed.
Common NPS grievances
Contribution deducted but not credited to your PRAN, or credited to the wrong account.
Delay or rejection of a partial or final withdrawal or exit request.
Errors in nominee, bank, address, mobile or other account details.
Wrong scheme preference, fund manager or allocation not updated.
Unit or NAV mismatch and disputed deductions or charges.
APY-related issues such as auto-debit failures or pension amount disputes.
Documents and details you will need
Your PRAN (Permanent Retirement Account Number).
The CRA your account is held with.
Date and amount of the disputed transaction.
Proof of contribution or deduction (salary slip, bank statement, transaction receipt or upload acknowledgement).
Any earlier grievance reference number if you are escalating.
Common mistakes to avoid
Skipping Level 1 and writing straight to PFRDA. The matrix is sequential; start at CGMS through your CRA.
Not saving the grievance reference number, which you need to escalate.
Escalating before the TAT lapses. Wait out the 30-day and 21-day windows unless the reply itself is unsatisfactory.
Filing under the wrong category, which routes the complaint to the wrong office.
Sending vague complaints with no transaction date, amount or proof attached.
Real-life example. Kashvi Pathak, a private-sector NPS subscriber in Pune, found that her March 2026 contribution of Rupee 5,000 was deducted but not reflected in her PRAN. On 2 April 2026 she lodged a Level 1 grievance through the Protean CRA portal under CGMS and saved the reference number. When there was no resolution by early May, she used the escalation option to take it to the NPS Trust at Level 2. The unit allotment was corrected within the 21-day window, and she did not need to reach the Ombudsman.
Can you use RTI here?
The PFRDA grievance ladder is the main and fastest route for an NPS complaint, so use CGMS first. RTI is a complementary tool, mainly for government-sector subscribers: if your employer deducted NPS but the contribution does not appear in your PRAN, you can file an RTI with the Public Information Officer (PIO) of your government nodal office or Drawing and Disbursing Officer (DDO) to obtain your contribution, deduction and upload records. Those records then strengthen your CGMS grievance and any escalation. Our AI RTI Drafter can prepare that letter, and The RTI Playbook explains the appeal route if the PIO does not reply.
A note on the May 2026 PFRDA draft (proposal only)
In May 2026 PFRDA released an exposure draft that proposes changing the escalation matrix, including the role at Level 2 and the timelines. This is a proposal and is not yet notified, so the framework above, under the 2015 Regulations, remains the current law. Treat any shorter timelines or new bodies you read about as not yet in force until PFRDA notifies them.
Frequently asked questions
Where do I file an NPS complaint first?
At Level 1, through the Central Grievance Management System (CGMS) on your CRA web portal, mobile app or call centre. The concerned intermediary must resolve it within a 30-day TAT.
What is the time limit for NPS Trust to resolve my grievance?
At Level 2, the NPS Trust has a TAT of 21 days from the date you escalate. You move there if Level 1 is not resolved within 30 days or the reply does not satisfy you.
Who is the PFRDA Ombudsman and when do I approach them?
The Ombudsman is appointed by PFRDA and sits at Level 3. You approach the Ombudsman if you are dissatisfied with the NPS Trust resolution or get no reply. A revision against the Ombudsman's award then lies to the Designated Member of PFRDA at Level 4.
What is the final stage of an NPS grievance?
If you are still dissatisfied with the Designated Member of PFRDA at Level 4, the final recourse is to the Securities Appellate Tribunal (SAT) at Level 5.
Can a government employee use RTI for NPS contribution records?
Yes. A government-sector subscriber can file an RTI with the PIO of the nodal office or DDO to get contribution and upload records, which support the CGMS grievance. The AI RTI Drafter can draft it.