If the investor has to file a
complaint about the EPF account, then it has become easier. EPFO has started
the Whatsapp helpline service for the quick resolution of complaints about PF
members. According to the labour ministry, this EPFO Whatsapp helpline service
is for resolving the complaints of EPFO. Other instruments of EPFO include
EPFIGMS portal (EPFO's online complaint resolution portal), CPGRAMS, social
media platform (Facebook and Twitter) and 24-hour call centre.
According to the Labor Ministry, EPFO
has started the Whatsapp based helpline-cum-complaint service to make the life
of its investor more accessible. The move is aimed at the delivery of services
to the shareholders during the Coronavirus epidemic.
The Whatsapp service allows EPF
stakeholder members to interact directly with the EPFO's regional offices at
the individual level. Now EPFO Whatsapp helpline service has started in all 138
regional offices of EPFO. Any concerned EPF member, where he has a PF account, can
register any complaint about the services related to EPFO, through Whatsapp
message on the helpline number of the concerned regional office.
Whatsapp helpline numbers of the
regional offices of EPFO have been made available on the official website of EPFO.
The aim of this EPFO helpline is to make the stakeholders self-sufficient by
adopting digital initiatives and eliminating their dependence on brokers. To
ensure prompt resolution of complaints and to answer the questions asked on
Whatsapp, a separate team of experts has been formed in each regional office
separately.
With the beginning of this helpline,
it has become very popular among EPFO members. So far EPFO has resolved more
than 1,50,000 complaints and questions from Whatsapp. After the release of
Whatsapp helpline number, there has been a 30 per cent decrease in complaints
from social media mediums like Facebook / Twitter and 16 per cent reduction on
EPFIGMS portal (EPFO's online complaint resolution web portal).
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