The Employees’ Provident Fund Organisation (EPFO) is taking a proactive step to address subscriber grievances by establishing a round-the-clock multilingual “contact centre.” This move comes in response to recent criticism on social media platforms regarding delays in complaint resolution and rising rejection rates of settlement claims.
EPFO’s Multilingual “Contact Centre”
- Objective: The EPFO aims to offer a single-window interface for subscribers seeking to register complaints or seeking redressal.
- Operational Scope: The contact centre will be functional 24×7, 365 days a year.
- Integrated Approach: The EPFO intends to integrate various communication channels (helpline numbers, landline phones, walk-ins, WhatsApp, social media, etc.) to provide seamless problem-solving.
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Languages Supported
The EPFO has listed 23 languages in the tender, ensuring accessibility for subscribers across India. These languages include, Hindi, English, Assamese, Bengali, Bodo, Dogri, Gujarati, Kannada, Kashmiri, Konkani, Maithili. Other languages included are Malyalam, Manipuri, Marathi, Nepali, Odia, Punjabi, Sanskrit, Santhali, Sindhi, Tamil, Telugu and Urdu.
The contact centre will link the EPFO’s head office with zonal and regional offices, allowing for efficient issue resolution. This will keep stakeholders informed in real-time.
Recent Criticism Faced by EPFO
The Employees’ Provident Fund Organisation (EPFO), India’s largest retirement-funds manager, has come under scrutiny due to a surge in claim rejections. Here are the key points behind the recent criticism:
- High Rejection Rate: In the year ending March 2023, EPFO rejected nearly 2.5 million final settlement claims. Shockingly, this translates to a rejection rate of one in every three claims.
- Undue Pressure on Field Staff: EPFO’s field staff faces pressure from management to demonstrate high service-delivery levels. To avoid disciplinary action, some claims are rejected simply because they couldn’t be processed within tight time limits.
- Pointless Rejections: Many case handlers intentionally reject claims for minor reasons. Some rejections are cryptic, leaving applicants puzzled.
- Outdated Tech and Inefficiencies: EPFO’s outdated technology and inefficient processes contribute to delays and rejections. The crisis has been brewing for years, affecting millions of members.
The EPFO must address these issues promptly to restore confidence among its subscribers and streamline claim settlement processes.
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