EPFO has recently launched WhatsApp based helpline-cum-grievance redressal mechanism, under its series of Nirbadh initiatives aimed at ensuring seamless and un-interrupted service delivery to subscribers during COVID-19 pandemic.
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Key-Points
This new grievance redressal mechanism using Whatsapp has gained immense popularity amongst EPFO’s stakeholders. So far, EPFO has redressed more than 1,64,040 grievances and queries through WhatsApp.
This has led to decline in registration of grievances/queries on social media like Facebook /Twitter by 30% and on EPFiGMS (EPFO’s online grievance resolution portal) by 16% since the launch of WhatsApp helpline numbers.
This facility has been given in addition to the various other means of grievance redressal forums of EPFO which include web-based EPFiGMS portal, CPGRAMS, social media pages (Facebook & Twitter) and a dedicated 24×7 call centre.
