IAS Gyan

Daily News Analysis

Nirbadh initiatives

15th October, 2020 GOVERNANCE

Context: Retirement fund body EPFO has launched a WhatsApp helpline service for the speedy redressal of grievances of its subscribes.

  • This facility is in addition to various other means of grievance redressal forums of EPFO, which include EPFiGMS portal, CPGRAMS, social media platforms (Facebook & Twitter) and a dedicated 24x7 call centre.
  • "To further enhance ease of living experience for its members, Employees' Provident Fund Organisation (EPFO) has launched a WhatsApp based helpline-cum-grievance redressal mechanism, under its series of Nirbadh initiatives.
  • It is aimed at ensuring seamless and uninterrupted service delivery to subscribers during COVID-19 pandemic.
  • EPFO will use Whatsapp to reach and communicate directly with all its stakeholders.
  • This initiative will allow PF subscribers to interact directly with EPFO's regional offices on a personalised level adhering to one-to-one guidance principle.
  • WhatsApp helpline is now functional in all the 138 regional offices of EPFO.
  • Any stakeholder can simply file a grievance or seek guidance on any queries relating to services provided by EPFO, by putting a WhatsApp message on the helpline number of the concerned regional office where the PF account is maintained.
  • The helpline aims to make the subscribers self-reliant by taking digital initiatives of EPFO to the last mile, thereby reducing dependence on intermediaries.
  • To ensure the expeditious resolution of the grievance and reply to the queries raised on WhatsApp, each regional office has been equipped with a dedicated team of experts.
  • The ease of raising query and grievance on WhatsApp will drastically reduce the need for the subscribers to physically visit EPFO's office. This in turn will help maintain social distancing in EPFO's workplace during the pandemic.