Session III

Subscriber Maintenance

® NSDL

• Types of Subscriber request• Process flow • Checklist for verification• Capture, Confirm and Authorisation of

request• Control Mechanism• Central Grievance Management System

Session Snapshot® NSDL

• Changes in Subscribers DetailsoPersonal, Nomination, EmploymentoScheme Preference (proposed)

• TransactionsoRequests for Switch (proposed)oRequest for WithdrawaloRequest for Reissue of T-PIN/I-PIN and

PRAN Card• Change in Subscriber photograph &

signature

Types of Subscriber request ® NSDL

Subscriber

PAO

NPSCAN

CRA

1. Change details Request

4. Acknowledgement Number through e-mail/web access

6. On successful transaction

Intimation through Email

5. Data Updation

3. Request capture/authorise

DDO

Process flow

2. Verify and forward

® NSDL

Change in Subscribers’ Details

Type of Request Maker Authoriser

Change in Personal & Bank details (other than Core Data)

Yes No

Change in Core data Yes Yes

Change in Nomination Details Yes Yes

Change in Employment Details Yes Yes

Withdrawal Request Yes Yes

Re-issue of I-Pin/T-Pin Yes Yes

Reprint of PRAN card Yes Yes

® NSDL

Enter PRAN ® NSDL

Capture the request ® NSDL

The Confirmation Screen® NSDL

The Acknowledgement Number ® NSDL

Authorisation of the Request ® NSDL

Authorisation of the Request ® NSDL

Withdrawal Request

• Withdrawal due to: Retirement, Death or Resignation

• Minimum amount to be transferred to Annuity oRetirement - Minimum 40% oResignation - Minimum 80% oDeath - Nil

• Date of retirement should be matching with details registered at CRA

• No further request (except nomination) will be allowed in CRA

The percentage share of annuity may change once the rules for the same have been finalised by Government of India

® NSDL

Miscellaneous

• Statement of Transaction (SOT) : oPAOcan print SOT for subscriber

• Other request:oRe-issue of T-Pin and/or I-PinoReprint of PRAN cardoPIN/PRAN card will be sent to PAO

officeoRe-issue/Reprint will be chargeable

® NSDL

Worshop for J & K Government

Intimation sent & Grievance status closed by CRA

Entity Raising the Grievance

CGMSDATABASE Intimation

Of Token no.

CGMS – An Overview

Grievance againstCRA

Grievance againstOther entities

Resolved by CRA Resolved by respective Entity

Forwarded to Respective Entity

by email

by email also

In case of call center and online request,

token no. will also be given immediately

® NSDL

Grievance Management

• Raising Grievance:o Mode of raising the grievance

CRA website – www.cra-nsdl.co.in using I-PinCRA call centre – 1800 222 080 using T-Pin

o PAO can raise grievance on behalf of ItselfDDOSubscriber

o PAO can raise grievanceAgainst CRAAgainst Trustee Bank

• Resolving Grievance:o PAO to resolve grievance raised against it and to

post resolution details in CRA system

® NSDL

Contact at:Central Recordkeeping Agency, NSDLTrade World, ‘A Wing’, 4th FloorKamala Mills Compound, S. B. MargLower Parel, Mumbai 400 013Tel. No. 2499 4200Fax No. 2499 4974Email id : info.cra@nsdl.co.inWebsite: www.npscra.nsdl.co.in