Grievance Management System by xao14582

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									                         NSDL ®



   Session III
Subscriber Maintenance




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             Session Snapshot
                                        NSDL ®


 Types of Subscriber request
 Process flow
 Checklist for verification
 Capture, Confirm and Authorisation of
  request
 Control Mechanism
 Central Grievance Management System


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  Types of Subscriber request            NSDL ®

 Changes in Subscribers Details
    Personal, Nomination, Employment
    Scheme Preference (proposed)

 Transactions
    Requests for Switch (proposed)

    Request for Withdrawal

    Request for Reissue of T-PIN/I-PIN and
     PRAN Card
 Change in Subscriber photograph &
  signature
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                     Process flow                                                                    NSDL ®

                               Subscriber




                                                                               Intimation through Email
            1. Change details Request
                                   DDO
                2. Verify and forward

                                   PAO
4. Acknowledgement
                                        3. Request capture/authorise
Number through
e-mail/web access
                                NPSCAN

                     5. Data Updation


                                   CRA
                                                6. On successful transaction

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 Change in Subscribers’ Details                             NSDL ®

              Type of Request              Maker   Authoriser

Change in Personal & Bank details (other    Yes       No
than Core Data)
Change in Core data                         Yes       Yes
Change in Nomination Details                Yes       Yes
Change in Employment Details                Yes       Yes
Withdrawal Request                          Yes       Yes
Re-issue of I-Pin/T-Pin                     Yes       Yes
Reprint of PRAN card                        Yes       Yes




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Enter PRAN   NSDL ®




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Capture the request   NSDL ®




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The Confirmation Screen   NSDL ®




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The Acknowledgement Number   NSDL ®




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Authorisation of the Request
                               NSDL ®




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Authorisation of the Request   NSDL ®




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               Withdrawal Request
                                                                NSDL ®

 Withdrawal due to: Retirement, Death or
  Resignation
 Minimum amount to be transferred to
  Annuity
    Retirement - Minimum 40%
    Resignation - Minimum 80%
    Death - Nil
 Date of retirement should be matching with
  details registered at CRA
    The percentage share of annuity may change once the rules for the
            same have been finalised by Government of India
 No further request (except nomination) will
  be allowed in CRA                                                12
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             Miscellaneous                NSDL ®


 Statement of Transaction (SOT) :
   PAOcan print SOT for subscriber
 Other request:
   Re-issue of T-Pin and/or I-Pin
   Reprint of PRAN card
   PIN/PRAN card will be sent to PAO
    office
   Re-issue/Reprint will be chargeable
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           CGMS – An Overviewof call center NSDL
                          In case
                           and online request,                                             ®
                                                            token no. will also be
                     Entity Raising the Grievance            given immediately

                                                                         by email also
                                CGMS
                               DATABASE                           Intimation
                                                                 Of Token no.




           Grievance against                       Grievance against
                 CRA                                Other entities


                                            Forwarded to Respective Entity


           Resolved by CRA                    Resolved by respective Entity




by email       Intimation sent & Grievance status closed by CRA
                          Worshop for J & K Government                                14
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            Grievance Management
                                                     NSDL ®

 Raising Grievance:
   Mode of raising the grievance
     CRA website – www.cra-nsdl.co.in using I-Pin
     CRA call centre – 1800 222 080 using T-Pin
   PAO can raise grievance on behalf of
     Itself
     DDO
     Subscriber
   PAO can raise grievance
     Against CRA
     Against Trustee Bank
 Resolving Grievance:
   PAO to resolve grievance raised against it and to post
    resolution details in CRA system
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Contact at:
Central Recordkeeping Agency, NSDL
Trade World, ‘A Wing’, 4th Floor
Kamala Mills Compound, S. B. Marg
Lower Parel, Mumbai 400 013
Tel. No. 2499 4200
Fax No. 2499 4974
Email id : info.cra@nsdl.co.in
Website: www.npscra.nsdl.co.in
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