1. 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

2. 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

3. 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

4. 1. Change details Request
Process flow
NSDL
Subscriber
1. Change details Request
DDO
2. Verify and forward
Intimation through
PAO
4. Acknowledgement Number through /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, alert will be sent to the subscriber and PAO
5. Data Updation
CRA
6. On successful transaction 4

5. 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

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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. CGMS – An Overview
In case of call center and online request, token no. will also be given immediately
NSDL
Entity Raising the Grievance
by 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 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
Worshop for J & K Government 14

15. Grievance Management Raising Grievance: Mode of raising the grievance
NSDL
Raising Grievance:
Mode of raising the grievance
CRA website – using I-Pin
CRA call centre – 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

16. 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
Tel. No
Fax No
id :
Website: 16