Synopsis: PFRDA replaces its earlier Central Grievance Management System (CGMS) with Pension Sahayak which is an AI powered, multilingual grievance redressal portal. This includes features such as OTP based login, voice enabled filing in 22 Indian Languages, automated escalation & real time grievance tracking.
The use of AI has entered the government redressal system too. The launch of Pension Sahayak, by the Pension Fund Regulatory and Development Authority (PFRDA), is an AI-enabled grievance redressal platform that replaces the earlier Central Grievance Management System (CGMS).
The platform makes it easy for subscribers over the country for grievance registration, tracking and the resolution, on the web, on phones and, even on WhatsApp.
Why Was CGMS Replaced?
The older CGMS portal had the following few issues that the subscribers faced,
- Subscribers had to remember their PRAN number and password to log in and raise a grievance
- Each PRAN required a separate login, causing inconvenience for those with multiple accounts
- Navigation to the grievance registration tab was complex
- Subscribers who forgot or lost their PRAN faced significant difficulty in accessing the services
What Is Pension Sahayak? Key Features
PFRDA’s Pension Sahayak provides the cutting edge digital grievance management capability to the pension ecosystem with a sector specific platform designed uniquely for pension subscribers, intermediaries & regulators.
Subscribers Benefits
1. Simplified Login and PRAN Discovery
Subscribers can now log in using their mobile number and OTP without the need to remember their PRAN credentials. All the multiple PRANs linked to a single mobile number are automatically displayed under one login, which ensures easy access across all the pension accounts.
2. Multilingual and Voice-Enabled Access
Pension Sahayak supports 22 Indian languages which is an integration with Bhashini and enables grievance filing through voice. This makes pension services more easy and accessible especially for the users who are more comfortable communicating in regional languages and particularly for senior citizens and rural subscribers.
3. AI-Powered Query Resolution
The platform’s AI-powered assistance system provides fast real-time responses to subscriber issues and queries and further automatically categorises and directs the grievances to the respective entity, which reduces the need for any manual intervention.
4. Automated Escalation
Subscribers can escalate the unresolved cases to NPS Trust and even file digital appeals with the respective body through the same platform, reducing the complexity in the procedure which further improves accountability.
5. Regulatory Oversight for PFRDA
The platform utilises AI-driven analytics to assess grievance resolution quality, identify recurring operational and technical issues, detect emerging trends and generate actionable insights for continuous improvement of subscriber services and regulatory supervision.
Also read: Latest Corporate FD Rates in June 2026: Top NBFCs Offering Up to 9.35% Interest
Pension Sahayak vs. CGMS
All in all
Using the leverage of cloud-native architecture, artificial intelligence and multilingual digital services, the PFRDA Pension Sahayak is expected to improvise the service standards along with strengthening trust and transparency in pension grievance redressal. This shift from CGMS to Pension Sahayak is an upgrade that eliminates the language and technology issues, making it more convenient for the subscribers.
Written by Jahnavi
