Subscriber Maintenance NSDL ® Session III Subscriber Maintenance In this session, we will talk about the overview of new pension system, central recordkeeping agency, functions and modules of CRA, role of nodal offices in CRA. 1

Session Snapshot Types of Subscriber request Process flow NSDL ® Types of Subscriber request Process flow Checklist for verification Capture, Confirm and Authorisation of request Control Mechanism Central Grievance Management System PAO can update Subscriber request for a Subscriber which is associated with it in CRA. On successful registration, CRA shall allot two sets of User id and I-Pin (password) for accessing CRA/NPSCAN system PAO can update the request at NPSCAN by using the User ID and I-Pin allotted by CRA. All subscriber requests except change in Signature and /or Photograph can be updated by PAO in NPSCAN. Since change in signature/photo requires scanning activity, CRA appointed FC will carry out this activity. In case of employment details, changes will be made on the basis of details provided by DDO. Subscriber will not submit any request for such case. Request for change in Signature and/or Photograph has to be submitted to CRA-FC. Subscriber changes can relate to the subscriber personal, nomination, employment and scheme preference. Bank details can be modified under the personal details section. PAO will also forward the request of switch and withdrawal through NPSCAN to CRA. T-Pin/I-Pin and PRAN card request can also be done at the PAO level. Scheme change and switch facility are not available to subscriber at present. 2

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 PAO can update Subscriber request for a Subscriber which is associated with it in CRA. On successful registration, CRA shall allot two sets of User id and I-Pin (password) for accessing CRA/NPSCAN system PAO can update the request at NPSCAN by using the User ID and I-Pin allotted by CRA. All subscriber requests except change in Signature and /or Photograph can be updated by PAO in NPSCAN. Since change in signature/photo requires scanning activity, CRA appointed FC will carry out this activity. In case of employment details, changes will be made on the basis of details provided by DDO. Subscriber will not submit any request for such case. Request for change in Signature and/or Photograph has to be submitted to CRA-FC. Subscriber changes can relate to the subscriber personal, nomination, employment and scheme preference. Bank details can be modified under the personal details section. PAO will also forward the request of switch and withdrawal through NPSCAN to CRA. T-Pin/I-Pin and PRAN card request can also be done at the PAO level. Scheme change and switch facility are not available to subscriber at present. 3

1. Change details Request Process flow NSDL ® Subscriber 1. Change details Request DDO 2. Verify and forward Intimation through Email PAO 4. Acknowledgement Number through e-mail/web access 3. Request capture/authorise NPSCAN Change request forms can be obtained from the DDO/PAO office or downloaded from the CRA website Subscriber will forward the request to the DDO and DDO in turn submit the form to the PAO. PAO will do the required changes in the subscriber account through NPSCAN which will synchronize with CRA. NPSCAN will generate the acknowledgement number for the request which can be used to know about the status of the request. On successful change, email alert will be sent to the subscriber and PAO 5. Data Updation CRA 6. On successful transaction 4

Change in Subscribers’ Details NSDL ® Type of Request Maker Authoriser Change in Personal & Bank details (other than Core Data) Yes No Change in Core data Change in Nomination Details Change in Employment Details Withdrawal Request Re-issue of I-Pin/T-Pin Reprint of PRAN card 5

Enter PRAN NSDL ® Enter structurally valid PRAN. In case of erroneous PRAN, NPSCAN will throw an error message. 6

Capture the request NSDL ® If the PRAN gets validated, it will show the name of the subscriber & status of PRAN in NPSCAN. It will show different sections. PAO can check the existing details prior to editing the same. If specific changes to be captured, user have to click on the section & click ‘edit’. 7

The Confirmation Screen NSDL ® Once the data capturing s done properly, a confirmation screen will appear. For identifying the details modified, the data will be shown in a different font colour The user have to confirm that the data captured is as per the request submitted by the subscriber. Option of cancellation is given at this level only. 8

The Acknowledgement Number NSDL ® On confirmation of request, NPSCAN will generate unique acknowledgment number which can be used as reference number for status tracking in future. If request requires authorisation a suitable message is also displayed. 9

Authorisation of the Request NSDL ® For authorizing, the Authoriser have to give either PRAN/ Ack No/ Date range as search criteria.+ By giving date range, authoriser can check all request which are pending for authorisation. He will have to give the type of the request for the find search. The output will be Ack. No , Name of the subscriber, date of capture. User shall click on hyperlink for viewing the details 10

Authorisation of the Request NSDL ® This will be the Authorisation screen. The user can view the changes made in the database in different colure format. He can authorise the request if he satisfy himself that the data is captured as the request. The user has the option to reject the request. In case of rejection, he will have to mention the reason for rejection. 11

Withdrawal Request Withdrawal due to: Retirement, Death or Resignation 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 No further request (except nomination) will be allowed in CRA CRA will send an alert four months in advance, to the concerned PAO giving details of the subscriber due for retirement. The PAO has to ensure that the subscriber has completed all the formalities with respect to Annuity Service Provider, prior to updating the withdrawal request. Minimum 40% and 80% of the amount has to be transferred to the annuity provider in case of retirement and resignation respectively. Subscriber can transfer more than the specified limit to the annuity provider. The request for withdrawal will use a maker- checker system which is similar to a Switch request. If the date of retirement as per withdrawal request is different than the date of request as per CRA master, then NPSCAN will provide an alert through a pop up message about mismatch The PAO will not send any supporting documents for the withdrawal to the CRA. CRA will also send a final transaction statement to the subscriber before retirement containing the year wise record and the month wise record in case of last year The percentage share of annuity may change once the rules for the same have been finalised by Government of India 12

Miscellaneous Statement of Transaction (SOT) : 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 PAO can view/print subscribers Statement of Transaction online. Subscribers will also receive printed SOT on an Annual basis (i.e. for each Financial Year). Many employees mainly Class III & IV are not internet savvy. The SOT can be generated and printed by the PAO User in order to hand over the same to the Subscriber if the need arises. Statement of Transaction can be generated for a maximum period of three financial years. Reissue of T-Pin /I-Pin could be on account of the Subscriber forgetting the T-Pin/I-Pin. Reissue of PRAN Card can be on account of the loss or damage of PRAN Card or change in core data in Subscriber details. CRA will print a new card and despatch it to the PAO who will hand over the same to the DDO and DDO shall forward it to the Subscriber 13

CGMS – An Overview In case of call center and online request, token no. will also be given immediately NSDL ® Entity Raising the Grievance by email also CGMS DATABASE Intimation Of Token no. Grievance against CRA Grievance against Other entities CGMS will be a platform to register grievances for all entities in CRA system. The grievances can be classified as grievances against CRA for services provided by CRA and grievances against other entities in CRA system like the Pay and Accounts Office (PAO), Pension Fund Manager (PFM), Trustee Bank, Annuity Service Provider (AP) etc. The grievances can be raised by the entities only through the modes as mentioned at the CGMS module. Grievances cannot be raised through any other modes like email etc. All the entities will have to authenticate themselves by way of T-Pin and I-Pin in case of logging a grievance through Call Centre and through Web based Interface respectively. No grievance can be logged by these means without authentication. Forwarded to Respective Entity Resolved by CRA Resolved by respective Entity Intimation sent & Grievance status closed by CRA by email Worshop for J & K Government 14

Grievance Management Raising Grievance: Mode of raising the grievance 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 PAO can raise the grievance on behalf of subscriber and DDO through CRA website And itself through CRA website or call center (PAO needs to be registered with CRA for raising the grievance.) Grievance Raised against CRA : The Grievances which are registered by PAO in relation to the services offered by NSDL as a CRA will be recorded as grievance against NSDL-CRA. These will be resolved by CRA 2. Grievance against Trustee Bank : There may be grievances which the PAO may have against Trustee Bank e.g. PAO may have grievance related to the Trustee Bank for any discrepancy in uploading contribution amount details etc. CRA will forward these to Trustee bank for resolution. 15

Central Recordkeeping Agency, NSDL Trade World, ‘A Wing’, 4th Floor 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 16