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Background

ISSL (IL&FS Securities Services Ltd) is registered with Pension Fund Regulatory Development Authority (PFRDA) as Point of Presence POP) for handling collection of subscription towards National Pension System (NPS) and is authorized to forward the application to NSDL e-Governance Infrastructure Limited, Central Record Keeping Agency (CRA) and contribution to the Trustee Bank as per the guidelines issued by them from time to time.

National Pension System Trust (NPST) vide its letter reference no. 1/6/2014-NPST / 459 dated 13/04/2015 has advised all POPs to device the Grievance Redressal Mechanism as per the guidelines issued by them and submit the policy duly approved by the Board of Directors by May 11th 2015. Accordingly following policy is designed for approval of the Board and thereafter submit to PFRDA within the deadline given by them.


GRIEVANCE REDRESSAL POLICY for NPS

  • IL&FS Securities Services Ltd (ISSL) has formulated a two tier framework for handling Subscriber Grievances in view of PFRDA’s (Redressal of Subscriber Grievance) Regulations 2015.

    The two levels for the grievance redressal laid down by ISSL comprises of:

    • an officer nominated as the Grievance Redressal Officer at every branch dealing with National Pension system Branch head would be designated as GRO at respective branch.

    • a senior management level officer who has been designated as Chief Grievance Redressal Officer to ensure compliance of the requirements laid down hereunder. Mr. Girish Palshikar has been nominated as the Chief Grievance Redressal Officer at the Head office of ISSL
  • ISSL has in place an effective mechanism for receiving, registering, acknowledging and disposing off the grievances received in a prompt and fair manner. The Customer Servicing Unit (CSU) at ISSL’s head office handles all customer interactions & all related queries, grievances etc and ensures that the queries and grievance are redressed to the satisfaction of the customers. In order to manage the customer queries / grievances etc, the CSU team has been equipped with :

    • Dedicated Service desk
    • Dedicated Telephone extensions
    • Service Desk Executives
    • Following are the mode of receiving Customer queries/grievances etc by the CSU team:

    • Telephone Calls
    • E-mail communication
    • Walk in customer
    • Physical letters
    • Central Grievance Management System (CGMS) of CRA
    • The process adopted for each type of query & grievance for redressal is explained here under :


      Queries, Grievance Redressal Process & Escalation Matrix

    • Telephone Calls
      • Normally get initiated by customers having a query and/or grievance
      • Received on the dedicated service desk extensions lines
      • Handled by Service desk executives
      • Most customer queries are basic in nature seeking information and are sorted within the same call
      • Specific queries, involving additional time-frames for revert to customer, are noted by the executives
      • Customer in such cases are informed about the probable time frame involved for providing a revert
      • TAT allowed to the service desk executives for such revert is T+1 day
      • In case revert pending beyond stipulated time frame (T+1), the service desk executive would escalate the issue to his supervisor
      Escalation
      • In case any customer- caller is unsatisfied or insists upon, the service desk executive has been instructed to escalate the issue to his Supervisor
      • If further critical team supervisor escalates the matter to the designated Grievance Redressal Officer at HO [if calls are received at HO] or Grievance Redressal Officer at the branch [if calls are received at the branch ]

    • E-mail communication
      • Emails are received on the dedicated e-mail id created nps.emails@issl.co.in
      • Once received, the service desk executive actions the required process, and if necessary may consult his superior/Grievance Redressal Officer
      • Actions the reply
      • Day end activity involves providing exceptions for the day in terms of non-replied cases
      Escalation
      • Critical queries, grievances, concerning matters are escalated to the Supervisor
      • Further critical matters are escalated to designated Grievance Redressal Officer at HO

    • Walk-in Customers
      • Walk-in customers are normally individuals with queries-grievances
      • Front-ended by the Service Desk executives
      • Superiors are consulted for critical cases
      • Most cases are, routine queries, which are addressed across the counter itself
      • In case responses get delayed, customer is accordingly informed, mentioning probable revert date
      Escalation
      • Critical queries, grievances, concerning matters are escalated to the Supervisor
      • Further critical matters are escalated to the Grievance Redressal Officer at HO /branch

    • Physical Letters
      • Letters once received are inwarded by CSU team
      • Based on the query/ information sought, reply is drafted, in consultation with superiors for critical cases
      • The contents of the reply are verified and signed by the authorized official
      • The letter is outwarded in the system and dispatched
      Escalation
      • Critical queries, grievances, concerning matters are escalated to the Supervisor
      • Further critical matters are escalated to the Grievance Redressal Officer at HO

    • Central Grievance Management System (CGMS) of CRA
      • Grievances received from subscribers by CRA are routed to ISSL through the CGMS on a daily basis.
      • The grievances are required to be resolved by ISSL-POP-SP within 3 days of receiving the grievance. In case no resolution is posted within first three days of reporting, the grievance is escalated to ISSL-POP which is required to be resolved within maximum 4 days thereafter) ISSL is required to post the resolution in the CGMS system for each grievance within the prescribed timelines
      • A unique grievance number is generated in the CGMS which is used for records and tracking
      • ISSL updates the manner, mode and date of sending acknowledgement to the subscriber within three working days
      • In adherence to the PFRDA regulations ISSL would ensure the following :

      • An acknowledgement would be sent to the complainant within three working days of the receipt of the grievance. The acknowledgement bears the date of receipt of the complaint/grievance, name, designation and contact details of the officer who shall be dealing with the grievance received, grievance escalation matrix with contact details and address (includes ISSL level, NPST and Ombudsman) and manner and mode of tracking resolution of grievance/complaint with the Unique Grievance Number
      • If the grievance is resolved within a period of three days from the date of receipt of the complaint, the acknowledgement alongwith the resolution is intimated to the complainant
      • In case the complaint received does not pertain to ISSL, ISSL shall arrange to send the complaint to the concerned intermediary within three working days under intimation to the complainant
      • Every grievance is replied in writing within 30 days from the date of its receipt. The reply contains the details of resolution or rejection of the complaint with reasons thereof
      • All grievance letters would be replied on priority and filed separately. Records of each complaint alongwith the measures taken for redressal are maintained
      • While disposing off the complaint, the complainant is informed about the manner in which he or she may pursue the complaint in the event he/she is dissatisfied with the resolution or rejection
      • A complaint is treated as closed or disposed off only when ISSL has acceded to the request of the complainant fully or when the complainant had not responded within forty five days of the receipt of the written response of ISSL
      • All reports prescribed by NPST/PFRDA would be submitted to the authorities periodically
      • ISSL website will display the Grievance Redressal Mechanism for the subscribers.
      • ISSL shall develop a system to enable online registration of complaints,tracking of status of grievances by the complainants and generation of periodical reports as may be specified by PFRDA from time to time. ISSL shall also categorize the complaints as specified by PFRDA from time to time and shall incorporate the same in its system.

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Location Name Address Contact Numbers
Delhi - East of Kailash Mr. Ganesh Jha
Mr. Pawan Khandelwal<
10, Community Centre
II Floor, East of Kailash,
New Delhi - 110 065
Phone : 011- 49947000/35,26433845/46/47
Fax : 011- 26443912
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Delhi - East of Kailash Mr. Ganesh Jha
Mr. Pawan Khandelwal<
10, Community Centre
II Floor, East of Kailash,
New Delhi - 110 065
Phone : 011- 49947000/35,26433845/46/47
Fax : 011- 26443912
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
Chandigarh Mr. Sanjay Dabas IL&FS Securities Services Ltd. S.C.O- 333-334,
First floor Sector 35-B,
Chandigarh 160035
Phone : 0172- 4674698,2600532,2600535,2600533
Fax : 0172-4674697
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Chandigarh Mr. Sanjay Dabas IL&FS Securities Services Ltd. S.C.O- 333-334,
First floor Sector 35-B,
Chandigarh 160035
Phone : 0172- 4674698,2600532,2600535,2600533
Fax : 0172-4674697
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
Jaipur Mr. Manoj K Jain No.606, 6th Floor,
Green House, Ashok Marg,C-Scheme,
Jaipur-302001
Phone : 0141-2372284 / 2372285
Fax : 0141-2372287
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Jaipur Mr. Manoj K Jain No.606, 6th Floor,
Green House, Ashok Marg,C-Scheme,
Jaipur-302001
Phone : 0141- 2372284 / 2372285
Fax : 0141- 2372287
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
Pune Pradnya Upasani
IL&FS Securities Services Ltd,
Upper Ground Floor Office No-106,
Ackruti Sankul 2059 Sadashiv Peth,
Pune 411030
Phone : 020- 24333350/360
 
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Location Name Address Contact Numbers
Pune Pradnya Upasani
IL&FS Securities Services Ltd,
Upper Ground Floor Office No-106,
Ackruti Sankul 2059 Sadashiv Peth, Pune 411030
Phone : 020- 24333360/350
 
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Location Name Address Contact Numbers
Kolkata Mr. Samir Ghosh Central Plaza
7th Floor,Room No.702,Central Plaza,
2/6 Sarat Bose Road,
Kolkata 700020
Phone : 033 - 44076000/10/11
 
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Location Name Address Contact Numbers
Kolkata-Central Plaza Mr. Rajesh Bhattacharjee
Mr. Samir Ghosh
Mr. Jatin Sangani
Central Plaza
702, 2/6, Sarat Bose Road,
Kolkata 700020
Phone : 033 44076000
Fax : 033-44076020
 
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Location Name Address Contact Numbers
Bandra Mr.Kirti Kadam Basement Lower Down Office
Oracle Point, 3 Gurunanak Road
Opp Bandra Railway Station
Bandra (W),Mumbai 400 050
Phone : 022-26412236/37
Fax : 022-26412236
 
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Location Name Address Contact Numbers
Andheri Ms. Mona Sundar IL&FS House Plot No.14,
Raheja Vihar, Chandivali,
Andheri (E),
Mumbai - 400 072
Phone : 022-42493000
Fax : 022-28570948/49
 
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Location Name Address Contact Numbers
Borivali Mr. Sashi Tanawade Patel Shopping Centre,
Shop No.25, Ground Floor ,
Chandawarkar Lane, Borivali (W),
Mumbai-400092
Phone : 022-28917161
Fax : 022-28917161
 
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Location Name Address Contact Numbers
Fort Mr. Pramod Bandagle 20 Rajabahadur Mansion Ambalal Doshi Marg 1st floor,
Hamam Street Behind BSE,
Fort
Mumbai - 400 023
Phone : 022- 43563700
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
Ghatkopar Mr. Balvant Khopade 2-B Ground Floor,
Kailash Plaza Building,
Behind Raymond Showroom,
Vallabh Baug Lane,Ghatkopar,
Mumbai - 400 077
Phone : 022-25017835
Fax : 022-25017835
 
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Location Name Address Contact Numbers
Mumbai - Bandra Mr. Santosh Mishra Basement Lower Down office,Oracle Point,
3 Gurunanak Road, Opp Bandra Railway Station,
Bandra W, Mumbai 400 050
Phone : 022-26412236/37
Fax : 022-26412236
Mumbai - Chandivali Ms. Sripriya Kannan IL&FS House Plot No.14,
Raheja Vihar, Chandivali,
Andheri (E),
Mumbai - 400 072
Phone : 022-42493000
203/205/207/211/222
Fax : 022-28570948/49
Mumbai - Kalaghoda Mr. Santosh Mishra
Mr. Ajith Kumar
Mr. Rajesh Kumar
20 Rajabahadur Mansion Ambalal Doshi Marg 1st floor,
Hamam Street Behind BSE,
Fort
Mumbai - 400023
Phone : 022-43563700
Fax : 022- 43563727
 
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Location Name Address Contact Numbers
Location Name Address Contact Numbers
Worli Mr.Aniket Ramesh Panvakar Madhur Business Centre,
554, Shop No. 4 Ground Floor,
Dr. G.M Bhosle Marg, Worli,
Mumbai - 400 018
Phone : 022-24961630
Fax : 022-24961630
 
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Location Name Address Contact Numbers
Hyderabad Ms. H V Srividya Shop No.201, 2nd Floor,
OLBEE Centre,
H. No.6-3-1090/A/24, Raj Bhavan Road,
Somajiguda,
Hyderabad-500082
Phone : 040-66252242
Fax : 040 66252243
 
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Location Name Address Contact Numbers
Hyderabad Ms. H V Srividya Shop No.201, 2nd Floor,
OLBEE Centre,
H. No.6-3-1090/A/24, Raj Bhavan Road,
Somajiguda,
Hyderabad-500082
Phone : 040-66252242
Fax : 040 66252243
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
Bengaluru - Stock Exchange Towers Ms. Kavitha Kanthan
Mr. Seshadri Iyengar
Mr. Prakash V
Mr. Ramesh N
Stock Exchange Towers,
51, 1st Cross, J. C. Road,
Bengaluru - 560 027
Phone : 080-43464000/24
Fax : 080-22995258
 
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Location Name Address Contact Numbers
Bengaluru - Stock Exchange Towers Ms. Kavitha Kanthan
Mr. Prakash V
Stock Exchange Towers,
51, 1st Cross, J. C. Road,
Bengaluru - 560 027
Phone : 080-43464000/24
Fax : 080-22995258
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Mangalore Ms. Gauri Bhandarkar #3rd Floor, Rama Bhavan
Complex, Kodialbail,
Mangalore- 575003
Phone : 0824 - 2411425/26/ 28
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Mangalore Ms. Gauri Bhandarkar #3rd Floor, Rama Bhavan
Complex, Kodialbail,
Mangalore- 575003
Phone : 0824 - 2411425/26/ 28
 
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Location Name Address Contact Numbers
Chennai Mr. Yuvaraj V IL&FS Securities Services Ltd ,Flat 3 C Kences Tower,
(Above Croma Showroom) Block No.9, No.1, Ramakrishnan Street,
North Usman Road,( Near Joyallukas Building) T.Nagar,
Chennai - 600 017.
Phone : 044- 45965000
Fax : 044- 42187679
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Chennai Mr. Yuvaraj V IL&FS Securities Services Ltd ,Flat 3 C Kences Tower,
(Above Croma Showroom) Block No.9, No.1, Ramakrishnan Street,
North Usman Road,( Near Joyallukas Building) T.Nagar,
Chennai - 600 017.
Phone : 044- 45965000
Fax : 044- 42187679
 
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Location Name Address Contact Numbers
Coimbatore Mr. R Sampath IL&FS Securities Services Ltd,
424-E, 2nd Floor,
Red Rose Towers, D B Road,
R S Puram,
Coimbatore 641002,
Tamil Nadu
Phone : 0422-4367807/0422-4216657
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Coimbatore Ms.R Suganya IL&FS Securities Services Ltd,
424-E, 2nd Floor,
Red Rose Towers, D B Road,
R S Puram,
Coimbatore 641002,
Tamil Nadu
Phone : 0422-4367807/0422-4216657
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
GOA Mr. Venkatagiri Udupa Shop # 8, "CASA NINA" La Campala Colony ,
opp Krishi Bhavan Miramar,
La Campala Colony ,
Panaji
Goa 403001
Phone : 0832-6511217/6511218
Mobile : 9845753224
Fax : 0832-2422665
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
Kochi Mr. A Kamalakannan IL&FS Securities Services Ltd,
39/4967 USNAZ Towers, 3rd Floor,
Medical Trust Hospital Junction
Pallimukku, M G Road,
Kochi - 682 016
Phone : 0484-4028066
Fax : 0484-4028099
 
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Location Name Address Contact Numbers
Kochi Mr. A Kamalakannan IL&FS Securities Services Ltd,
39/4967 USNAZ Towers, 3rd Floor,
Medical Trust Hospital Junction
Pallimukku, M G Road,
Kochi - 682 016
Phone : 0484-4028066
Fax : 0484-4028099
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
GOA Mr. Venkatagiri Udupa IL&FS Securities Services Limited,
Shop no 8, "Casa Nina"
La Campala Colony ,
Miramar, Panaji
Goa - 403001
Phone : 0832- 6511217,6511218
Mobile : 9845753224
Fax : 0832-2422665
 
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Location Name Address Contact Numbers
Amritsar Mr.Sanjiv Sharma
IL&FS Securities Services Limited,
Plot No.77, Room No.1,
Mani Market, 2nd Floor,
Railway Link Road,
Amritsar - 143001
Phone : 018-36545801
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Bhavnagar Ms.Jigna Kalsara Office No. 220-221 Sterling Point,
Nr. Central Salt (CSMCRI),
Waghawadi Road ,
Bhavnagar –364002.
Phone : 0278-6452348/9
 
Our E-mail Addresses:nps.emails@issl.co.ins
Location Name Address Contact Numbers
Calicut Mr.ANITHAN K C, IL&FS Securities Services Limited,
Office no. 4/269, Ground Floor,
A1, Rashy Apartments,
Near 5th Railway Gate,
Vellayil,
Calicut – 673032
Phone : 0495-6452208
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Durgapur Mr.Utpal Chakraborty IL&FS Securities Services Limited,
P-42, 1st Floor,Recol Park,
Near Sidhu Kanu Indoor Stadium,
Durgapur - 713216
Phone : 0343-6456635/36
 
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Location Name Address Contact Numbers
Indore Mr. Vipul Lashkari UG-9 ,City Plaza,
564-MG Road,
Indore-452001.
MobileNo: 09926666020
Phone : 0731-4971528
0731-4245517
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
Patiala Mr.Balwinder Kumar IL&FS Securities Services Limited,
Showroom No.SCO29,
New Leela Bhawan, 3rd Floor,
Patiala
Phone : 0175-6534809
 
Our E-mail Addresses:issl-dp@issl.co.in
Location Name Address Contact Numbers
Rajkot Mr. Mehul Savaliya IL&FS Securities Services Limited.
Everest Complex, 102, 1st floor,
Opposite Shastri Maidan,
Near Limda Chowk,
Rajkot-360001
Phone : 0281-6451993/94
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
Surat Mr. Bhavik Shukla Shop # 213,Jolly Plaza,
2nd Floor, Athwa Gate,
Opp.Athwa Gate Police Stn,
Surat-395001,Gujrat
Phone : 0261-6452308 / 0261-6452309
 
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Location Name Address Contact Numbers
Ahmedabad Mr.Hasit Desai/Shailam Dave IL&FS Securities Services,
Ltd 209/A,
2nd Floor Abhishree Complex,
Jodhpur Satelite
Ahmedabad - 380015
Phone : ( 079 ) 40070511/ 40070512
Fax : ( 079 ) 40070512
 
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Location Name Address Contact Numbers
Ahmedabad Mr. Hasit Desai/Shailam Dave IL&FS Securities Services,
Ltd 209/A,,
2nd Floor Abhishree Complex,
Jodhpur Satelite,
Ahmedabad - 380015,
Phone : ( 079 ) 40070511/ 40070512
Fax : ( 079 ) 40070512
 
Our E-mail Addresses:nps.emails@issl.co.in
Location Name Address Contact Numbers
Trichy Mr. Anandh G, IL&FS Securities Services Limited,
Shop No.60/2, 1st Floor,
Sastri Road, Tennur (Thillainagar),
Trichy - 620017
Phone : 0431-6450428
 
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Location Name Address Contact Numbers
Vadodara Mr. Harshal Shukla 301,Gokulesh - II,
Opp : Ivory Terrece,
R C Dutt Road, Alkapuri,
Vadodra,Gujarat - 390005.
Phone : 0265-6451103 / 0265-6451104
 
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