In a move aimed at making pension services more accessible and citizen-friendly, pension sector regulator PFRDA has launched an AI-enabled grievance redressal platform that allows subscribers to lodge complaints through voice commands and access services in 22 Indian languages, PTI reported.Called ‘PFRDA Pension Sahayak’, the platform brings together multiple pension service touchpoints into a single digital ecosystem and is designed to improve grievance handling, accessibility and accountability, the Pension Fund Regulatory and Development Authority (PFRDA) said on Monday.The platform has been integrated with Bhashini and supports 22 Indian languages, enabling subscribers to file grievances using voice-based interactions. The facility is expected to particularly benefit senior citizens, rural subscribers and users who prefer communicating in regional languages.Subscribers can also receive responses in their preferred language and access audio-based communication through the platform.According to PFRDA, the system includes an automated escalation mechanism under which complaints that remain unresolved within prescribed timelines will be escalated automatically to higher authorities, helping improve accountability and ensuring faster resolution.The regulator said the platform combines the principles of accessibility, transparency and accountability envisioned under the Centre’s NextGen CPGRAMS initiative with pension-sector-specific workflows, multilingual citizen interaction, integrated grievance management and AI-enabled supervisory capabilities.The launch marks a significant step in the digital transformation of pension services and is aimed at creating a more inclusive grievance redressal framework for subscribers across the country.
