Karvy Computershare Pvt. Ltd.
NPS – Grievances
Corporate model
Nodal Offices
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FAQs & Answers
How can a Nodal Office/ other Intermediary register a grievance or complaint against another
intermediary?
A Nodal Office can register a grievance or complaint in the following ways:
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1. Through Call Centre (Toll free No- 1800 208 1516)- IVR, using T-PIN - OR
2. Through the KCRA website, www.kcra.karvy.com using I-PIN
How does the Central Grievance Management System work?
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.
What are Nodal Offices?
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Nodal Offices would mean:
1. POP, CHO - For Corporate Sector
2. POP-SP - for "All Citizens" model
What happens when a Nodal Office/other Intermediary registers a grievance?
An 8-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
against whom the grievance is raised. The same is flagged in their system as "Pending" and will be
resolved by them.
Is there any escalation mechanism for escalating unresolved grievances?
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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. All grievances that are raised by the Nodal
Offices against the KCRA will automatically be escalated to the second level, when raised.
How will a Nodal Office know if its grievance has been resolved?
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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.
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In case a Nodal Office or other NPS intermediary is not satisfied with the resolution provided, what
are the options available?
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If the complainant Nodal Office/Intermediary is not satisfied with the resolution provided, he/she
may re-open the grievance.
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Karvy Computershare Pvt. Ltd.
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What should a Nodal Office, do when a complaint/grievance is raised against it? How will a Nodal
Office come to know of grievances raised against it?
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.
How are the grievances raised by other NPS intermediaries like PFM, ASP or TB dealt with?
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. Any grievance received from these entities will be directly escalated to a higher
level.
An 8-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
against whom the grievance is raised. The same is flagged in their system as "Pending" and will be
resolved by them.