Employees’ Provident Fund Organisation (EPFO) has announced a comprehensive strategy to improve its grievance redressal system, aiming to ensure that no complaint or related document remains unattended for more than seven working days.
This move comes in response to a surge in stakeholder grievances, with over 2 million complaints registered in FY 2024–25 across various platforms.
The initiative is part of EPFO’s broader effort to restore stakeholder trust, enhance service delivery, and align with its digital transformation goals.
Scale of the Problem: 2 Million Grievances in One Year at EPFO
The EPFO’s internal review revealed that the volume of complaints reflects systemic gaps in responsiveness and communication.
Common issues include delays in fund transfers, claim settlements, and lack of updates on complaint status.
The organisation acknowledged that grievance resolution delays contribute to member anxiety and repeated visits to regional offices.
EPFO Strengthening PROs and Introducing ‘Officer of the Day’
To address these concerns, EPFO is reinforcing its Public Relations Officer (PRO) network across regional offices.
Key measures include:
- Posting experienced officials with soft skills at PRO desks
- Daily availability of a Group-A Officer as the “Officer of the Day” for at least one hour during peak footfall
- Prominent display of officer timings and contact details at facilitation centers
- Priority resolution for repeat visitors and long-pending grievances
These steps aim to create a more empathetic and efficient interface for members seeking assistance.
Communication Protocols and Call Handling Reforms
EPFO has also issued strict guidelines to improve telephonic grievance handling:
- Office landlines must be adequately manned during working hours
- All calls should be answered courteously and professionally
- PROs must maintain a log of incoming calls, including caller details and actions taken
- A callback facility should be available when PROs are occupied
- Feedback registers will be maintained to monitor service quality
These protocols are designed to eliminate the common complaint of unanswered calls and vague responses.
Transparency and Timelines
In cases where resolution requires more time, EPFO mandates that stakeholders be informed of expected timelines and reasons for delay.
By being transparent, EPFO aims to reduce frustration and improve member satisfaction.
Additionally, daily reviews by Office-in-Charge (OICs) and regular zonal audits will monitor the performance of PROs and grievance resolution efficiency.
Toward a Unified Grievance Management System
EPFO is also working on a 24×7 multilingual contact centre, which will eventually replace the existing EPFiGMS portal.
The new system will support 23 Indian languages and integrate multiple channels including WhatsApp, social media, email, and walk-ins.
This initiative is part of a larger overhaul of EPFO’s IT infrastructure, aimed at creating a single-window interface for grievance registration and resolution.
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