Protean CRA
Toll-free 1800 210 0080 (subscribers). Portal: cra.nps-proteantech.in.
Help & Support
Help & Support
Where to go when something needs fixing — raising and tracking a grievance, the numbers to call, the issues subscribers hit most often, and how a complaint escalates if it isn’t resolved. Most issues clear at the first level with your CRA.
Level 1
Raise a grievance
Lodge a complaint through the Central Grievance Management System (CGMS) on your CRA, the PFRDA Pension Sahayak portal, the call centre, or Form G1 at a PoP.
A grievance can be raised through the CGMS on your CRA portal, on the PFRDA Pension Sahayak portal, by calling the CRA toll-free number, or by submitting the physical Form G1 at a Point of Presence. The entity you complain against is alerted and is expected to resolve it within 30 days.
1
Choose a channel
CGMS on the CRA, Pension Sahayak, call centre, or Form G1 at a PoP.
2
Select the entity
Pick who the grievance is against (CRA, PoP, PFM, nodal office).
3
Describe the issue
Enter the details of your complaint.
4
Submit
A unique token / reference number is generated.
5
Resolution
The entity resolves it, generally within 30 days.
CGMSOn the CRA portal
Pension Sahayakpensionsahayak.pfrda.org.in
Call centreCRA toll-free
OfflineForm G1 at a PoP
Read more — the channels in detail
The CGMS is the dedicated online grievance system inside each CRA. The Pension Sahayak portal is PFRDA’s unified subscriber support front-end for lodging, tracking, and escalating.
Where to raise
- CRA portal — Central Grievance Management System
- PFRDA Pension Sahayak (pensionsahayak.pfrda.org.in)
- CRA toll-free call centre
- Physical Form G1 at a Point of Presence
Follow it to closure
Track grievance status
Every grievance gets a unique token number you can use to check status — and to escalate if the reply is late or unsatisfactory.
Use the token number issued when you lodged the grievance to check its status on the CRA website or through the call centre. If the response is late or unsatisfactory, the Pension Sahayak portal has an option to escalate to the next level.
1
Note your token
Keep the reference number from when you raised the grievance.
2
Open the track page
Use the CRA website or the Pension Sahayak track page.
3
Enter the token
Look up the current status of the complaint.
4
Review status
See whether it is open, resolved, or pending.
5
Escalate if needed
Use the escalate option if unresolved in time.
TokenUnique per grievance
TrackCRA website
Call centreStatus on call
EscalateVia Pension Sahayak
Who to call
Contact your CRA or Point of Presence
For PRAN, contribution, statement, and switch issues, your CRA is the right first contact. A Point of Presence handles in-person servicing.
Contact the CRA that maintains your account for routine servicing. PFRDA and the NPS Trust are for regulatory questions and escalations, not day-to-day PRAN servicing. Confirm current numbers on each entity’s official site.
KFin CRA
Toll-free 1800 208 1516. Portal: nps.kfintech.com.
CAMS CRA
Toll-free 1800 572 6557. Portal: cra.camsnps.com.
Point of Presence
The bank or intermediary that opened your account, for in-person servicing.
NPS Trust
npstrust.org.in and grievances@npstrust.org.in for Level 2 escalations.
PFRDA
pfrda.org.in and the Pension Sahayak portal for regulatory support.
Numbers and email addresses change over time. Always verify contact details on the official PFRDA, NPS Trust, or CRA websites before relying on them.
Fix the frequent ones
Common account issues
The problems subscribers hit most often, and where to start.
Contribution not credited
Contributions reflect after CRA reconciliation. If not credited around T+1, wait a few days, then raise a grievance.
Frozen / inactive PRAN
A PRAN freezes if the minimum yearly contribution is missed. Reactivate by paying the minimum plus the prescribed charge.
Forgot PRAN or password
Retrieve your PRAN and reset the login password (I-PIN) on the CRA portal using registered mobile or email OTP.
Statement for tax
Download the Statement of Transaction from the CRA portal to support 80CCD deductions at filing.
Failed transaction / refund
For a failed contribution or debit without credit, raise a grievance with the transaction reference.
Update stale details
Out-of-date mobile, address, or bank details can block servicing — update KYC on the CRA portal.
~T+1Contribution to reflect
₹1,000Minimum per year
OTP resetPRAN & password
For taxDownload SoT
Read more — contributions and reactivation
Employer or D-Remit contributions reflect after the CRA reconciles them with the Trustee Bank. If a credit is missing well beyond the usual window, raise a grievance with the transaction reference.
Reactivating a frozen PRAN
- A PRAN freezes on missing the minimum yearly contribution
- Reactivate by paying the minimum plus the prescribed charge
- Can be done online through eNPS or the CRA portal
If it isn’t resolved
Complaint escalation process
PFRDA prescribes a structured, multi-level escalation. Most complaints resolve at Level 1.
If a grievance is not resolved to your satisfaction, it moves up a defined ladder — from the intermediary, to the NPS Trust, to the Ombudsman, then to PFRDA, and finally to the Securities Appellate Tribunal.
1
Intermediary / Nodal
Level 1 — the CRA, PoP, PFM, or nodal office resolves within 30 days.
2
NPS Trust
Level 2 — escalate via Pension Sahayak if unresolved; ~21 days.
3
Ombudsman
Level 3 — the PFRDA-appointed Ombudsman considers the complaint.
4
PFRDA
Level 4 — appeal to the Designated Member of PFRDA.
5
Appellate Tribunal
Level 5 — the Securities Appellate Tribunal, the final forum.
Level 130 days at intermediary
Level 2~21 days at NPS Trust
Level 3Ombudsman
Levels 4–5PFRDA, then SAT
Read more — the escalation ladder
The mechanism under the PFRDA (Redressal of Subscriber Grievance) Regulations is designed to be simple, quick, and fair, with clear timelines at each level.
The levels
- 1 — Intermediary / nodal office (30 days)
- 2 — NPS Trust via Pension Sahayak (~21 days)
- 3 — PFRDA-appointed Ombudsman
- 4 — PFRDA Designated Member
- 5 — Securities Appellate Tribunal
Source & disclaimer
Compiled from PFRDA (pfrda.org.in and the Pension Sahayak portal), the NPS Trust (npstrust.org.in), and the CRA grievance and contact pages. The grievance framework follows the PFRDA (Redressal of Subscriber Grievance) Regulations, 2015.
NPS Desk is an independent educational platform and is not affiliated with PFRDA, the NPS Trust, or any CRA. Processes, timelines, and contact details change — always confirm on the official PFRDA, NPS Trust, or CRA channels before acting.
Need to raise something?
Lodge or track a grievance
Use the PFRDA Pension Sahayak portal to raise a grievance, track its status, and escalate if needed.