Departments in Authority

Overview - Grievances Cell

The procedure of redressal of grievances under NPS & APY is executed as per provisions of the PFRDA (Redressal of Subscriber Grievance) Regulations 2015 and amendments thereto which provides a four level grievance escalation matrix and the grievances pertaining to NPS/UPS/APY are required to be lodged with entities registered/empanelled with the Authority or govt nodal offices under the NPS architecture at the first level. Further escalations may be exercised as per the escalation matrix.

The Grievances Cell at PFRDA facilitates redressal of policy level subscribers’ grievances received directly through emails, letters at PFRDA.
 
Key Functions

1. Forwarding Grievances to CRAs

• Complaints received directly at PFRDA are forwarded to the concerned CRAs for registering in the CGMS portal.

2. Coordination for Redressal

• Coordinates with CRAs to ensure that the grievances are assigned to the concerned intermediaries/govt nodal offices and are resolved promptly.

3. Record Maintenance

• Record of level grievances received, resolved and pending is maintained for records and information purposes.

4. Reporting

• Periodic reports on level grievances are provided to the senior management as well as under the Annual Report, PFRDA.  

Overview -  Public Grievances Portal & CPGRAMS department

The Public Grievances Portal & CPENGRAMS Department at PFRDA handles complaints received via the Centralized Public Grievance Redress and Monitoring System (CPGRAMS). PFRDA ensures that grievances related to NPS, UPS and APY are forwarded to the concerned CRAs and resolved within the prescribed timelines. Regular monitoring and reporting ensure transparency in grievance redressal.   
 
Key Functions

1. Grievance Management

• Complaints received via CPGRAMS are documented and forwarded to CRAs for resolution.

2. Timely Coordination

• Proper tracking and resolution of grievances is ensured by collaborating with CRAs.

3. Monthly Reports

• Reports on grievance resolution are generated and submitted to senior management.

Overview - Redressal of Subscriber Grievances Regulations department

The Regulation - Redressal of Subscriber Grievance department at PFRDA undertakes drafting, amending, and implementing regulations related to resolution of grievances of subscribers under NPS architecture. It ensures that the regulatory framework remains updated based on stakeholder feedback, and all amendments are effectively communicated to relevant entities.  
 
Key Functions 

1. Regulatory Amendments

• Regulatory changes are developed and proposed based on industry feedback.

2. Implementation of Amendments

• Amendments are implemented as per the extant Regulations and procedures.  

3. Notification & Dissemination

• Approved amendments are published on the website of PFRDA and communicated to stakeholders.  

Overview 

The Human Resources (HR) Department at PFRDA plays a crucial role in managing and optimizing human capital, ensuring effective workforce planning, recruitment, training, and employee engagement. It focuses on creating a positive work environment, aligning HR policies with organizational goals, and maintaining compliance with regulatory frameworks. The department is responsible for staffing assessments, compensation structures, performance management, and employee welfare while ensuring adherence to service regulations and governance policies.   
 
Key Functions

1. Recruitment & Staffing

• Manages the recruitment cycle, including hiring processes and onboarding.   
• Supervises probation, confirmation, and work assignments for employees.   

2. Employee Records & Attendance

• Maintains attendance records, leave management, and service-related documentation.   

3. Performance & Compensation

• Conducts performance appraisals, promotions, and salary increment.   
• Oversees compensation structures and pay adjustments upon promotion.   

4. Training & Development

• Implements training programs and capacity-building initiatives.   
• Updates and enforces HR policies, including succession planning, rewards, and recognition.   

5. Employee Benefits & Welfare

• Administers group insurance policies (Medi-claim, Personal Accident, Term Insurance).  
• Manages Medical Assistance Fund (MAF), gratuity, and leave encashment requests.  

6. Compliance & Governance 

• Coordinates meetings of various committees (SC/ST/PWD/EWS, Ex-Servicemen, OBC, ICC, MAF).   
• Handles Right to Information (RTI) requests and parliamentary queries.   
• Manages disciplinary actions and vigilance-related matters.   

7. Data & Policy Management

• Formulates service regulations, guidelines, and circulars.   
• Oversees the selection process for the CEO of NPS Trust.   
• Manages matters related to the Top Management Committee.

Overview

The Information Technology (IT) Department at PFRDA is essential in ensuring the smooth operation and optimal utilization of the organization's technological resources. This department is responsible for managing a wide range of IT infrastructure components, including hardware, software, networks, and applications. By providing comprehensive IT support, the department enables PFRDA to achieve its operational goals efficiently and securely.

The IT Department's role involves strategic planning, procurement, and implementation of advanced technologies and new initiatives to enhance the organization's capabilities. The department ensures that all IT systems are secure, reliable, and up-to-date, thereby supporting the overall mission of PFRDA.

Key Functions of the Department:

1. IT Equipment Maintenance and Support: The IT department ensures that all IT equipment is maintained and supported to function optimally. This includes regular maintenance, troubleshooting, and repair of hardware components.

2. Procurement of IT Goods and Services: The department handles the procurement of IT goods and services, ensuring that the organization has access to the latest technology and resources required for its operations.

3. PFRDA Websites/Portal including email and eOffice Administration and Maintenance: The IT department administers and maintains PFRDA's websites and portals, ensuring they are secure, up-to-date, highly accessible and user-friendly.

4. Email, eOffice and video conferencing administration and maintenance - Managing and maintaining email, eOffice system and video conferencing support are other key responsibility areas of IT department.

5. Network Administration and Maintenance: The department is responsible for the administration and maintenance of the organization's network infrastructure, ensuring connectivity, security, and performance.

6. Cloud Account Administration and Maintenance: The IT department manages cloud accounts of the authority, ensuring that cloud services are utilized effectively.

Overview -  Internal Audit 

The Internal Audit Department of the Pension Fund Regulatory and Development Authority (PFRDA) reviews the functioning of various departments of PFRDA, based on internal risk-based assessment mechanism. 

Overview - Surveillance

The responsibility of the department involves Surveillance of the activities executed by various stakeholders under the regulatory ambit of the Pension Fund Regulatory and Development Authority (PFRDA).

Overview - Investigation 

The Investigation Department of the Pension Fund Regulatory and Development Authority (PFRDA) conducts Investigations wherever required, under the instructions of the competent authority.

Overview - Adjudication & Enforcement Department

The Adjudication & Enforcement Department of the Pension Fund Regulatory and Development Authority (PFRDA) provides support in the matters related to adjudication and enforcement.