PFRDA launches 'Pension Sahayak' AI-enabled grievance redressal platform for pension subscribers

Key facts

• The Pension Fund Regulatory and Development Authority (PFRDA) launched the 'PFRDA Pension Sahayak' platform, an AI-enabled grievance redressal system for pension subscribers.
• The platform integrates multiple pension service touchpoints into a unified digital ecosystem, marking a significant step towards citizen-centric governance and digital transformation in the sector.
• It supports 22 Indian languages through integration with Bhashini and enables voice-based grievance filing, making pension services more inclusive and accessible.
• The platform incorporates an automated escalation mechanism whereby grievances not resolved within prescribed timelines are escalated automatically, enhancing accountability and ensuring timely resolution.
• The platform combines the principles of accessibility, transparency and accountability envisaged under the Centre's NextGen CPGRAMS with specialised pension-sector workflows, multilingual citizen interaction, integrated grievance handling and AI-enabled supervisory capabilities.