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.
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.
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 & resolution
A unique token / reference number is generated; the entity resolves it, generally within 30 days.
Read more — the channels in detail
All four channels feed the same system, so the one you pick matters less than lodging a clear, complete complaint that starts the clock.
Getting it right the first time
- Have your PRAN, the transaction reference and any relevant dates ready before you start
- Name the correct entity — CRA, PoP, PFM or nodal office — as the complaint is routed straight to them
- Online routes give you an instant token; the call centre or Form G1 logs one on your behalf
- The 30-day resolution clock runs from the date the grievance is lodged, so raise it promptly
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.
1
Note your token
Keep the reference number from when you raised the grievance.
2
Open the track page & enter your token
On the CRA website or the Pension Sahayak track page, enter the token to look up the complaint.
3
Review status
See whether it is open, resolved, or pending.
4
Escalate if needed
Use the escalate option if unresolved in time.
Read more — checking status and escalating
The token you receive when a grievance is lodged is the key to everything that follows — tracking it, chasing it, and escalating if it stalls all hang off that one number.
Good to know
- Check status anytime on the CRA website, or by quoting the token to the call centre
- Open or pending means the entity is still within its timeline; resolved means a reply has been filed against the complaint
- If the reply is late or unsatisfactory, the Pension Sahayak portal carries the option to escalate to the next level
- Keep the token and any correspondence — you will need them if the complaint moves up the escalation ladder
If it isn’t resolved
Complaint escalation process
PFRDA prescribes a structured, multi-level escalation. Most complaints resolve at Level 1.
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.
Read more — the escalation ladder
The ladder only helps if you climb it in order — each level expects that the one below was given a fair chance first.
Moving up the ladder
- Escalate only after the level below has missed its timeline or replied unsatisfactorily — you cannot jump straight to the top
- There is a window to escalate after each reply, so act within the prescribed period rather than let it lapse
- Carry the original token and correspondence up with you, as each level reviews what came before
- The large majority of grievances are settled at Level 1 and never need the Ombudsman or beyond
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.
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.
Read more — who handles what
Routine servicing and regulation sit with different bodies — sending an issue to the right one first avoids a wasted call.
Good to know
- Your CRA handles day-to-day PRAN servicing — contributions, statements, switches, and detail changes
- PFRDA and the NPS Trust are for regulatory questions and escalations, not routine PRAN servicing
- Use the NPS Trust (grievances@npstrust.org.in) for Level 2 escalations, and the Pension Sahayak portal for regulatory support
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.
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.