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A Nodal Office can register a grievance or complaint in the following ways:
1. Through Call Centre (Toll Free No- 1800 208 1516)- IVR, using T-PIN - OR
2. Through the KCRA website https://nps.karvy.com/ , using I-PIN
The CGMS provides a unified portal where grievances can be registered and the resolution thereof can be automatically tracked, entity wise. When a grievance is raised against an entity, the same is flagged in their account as "Pending". An email intimation is also sent to the concerned entity. The concerned entity will login into the interface and take up the grievance for resolution. After updating the resolution remarks, CGMS system will be updated and KCRA will send details of the resolution by email to the complainant. The status will be marked as closed in the CGMS system after providing the resolution of the grievance to the entity through email. After a grievance is closed, if the complainant is not satisfied with the resolution provided, they will have an option to reopen the issue.
Nodal Offices would mean:
1. Pr.AO, PAO & DDO - for Central Government sector
2. DTA, DTO & DDO - for State Government sector
A 15 digit token number is generated by the KCRA system and intimated to the complainant through email. Intimation of the grievance is also sent through email to the concerned party entity against whom the grievance is raised. The same is flagged in their system as "Pending" and will be resolved by them.
There are two levels of escalation. All grievances that are unresolved for more than the prescribed time will automatically be escalated to the first level.
Email intimation will be sent to the Complainant, along with the resolution details and the grievance status will be updated as "Resolved" in the KCRA website. The status can be checked at any time by the Nodal Office, using the "Token no." reference.
If the complainant Nodal Office/Intermediary is not satisfied with the resolution provided, he/she may re-open the grievance.
When a grievance is raised against an entity, it will be flagged as "Pending" in their account in the KCRA system. A complete list of pending grievance requests will be shown in date wise sorted order (earliest one at the top). The entity will select each of the assigned grievance requests from the assigned list in the CGMS and can view the details of the grievance. When a resolution is provided by the entity, based on the nature of the problem, the same is updated in the CGMS against that grievance and the status is updated as 'Closed". An email intimation is sent to the complainant along with the resolution details.
In case the grievance needs to be checked by another user then it will be marked as “pending verification for closure” and will be assigned to a checker. Once verified by the checker, the grievance will be marked as "Resolved" in CGMS.
The Entity can also escalate the grievance to the next level resolution group by mentioning the reason for escalation.
Trustee Bank, PFM, ASP can raise their grievances in a free text format by mentioning the nature and details of grievances through the web based interface. There will be no classification of the type of grievances.
An 15 digit token number is generated by the KCRA system and intimated to the complainant through email. Intimation of the grievance is also sent through email to the concerned entity against whom the grievance is raised. The same is flagged in their system as "Pending" and will be resolved by them.
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