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97238/2020/NIIU

EMPLOYEES' PROVIDENT FUND

ORGANISATION

Citizens' Charter
EMPLOYEES’ PROVIDENT FUND ORGANISATION
MINISTRY OF LABOUR AND EMPLOYMENT
BHAVISHYA NIDHI BHAWAN,
14, BHIKAIJI CAMA PLACE,
NEW DELHI – 110 066.

www.epfindia.gov.in @socialepfo /socialepfo

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VISION
An innovation driven social security
organisation aiming to extend universal
coverage and ensuring Nirbadh (Seamless and
uninterrupted) service delivery to its
stakeholders through state-of-the-art
technology

MISSION
EPFO

To meet the evolving needs of comprehensive

social security in a transparent, contactless,
faceless and paperless manner. To ensure Nirbadh
services with Multi-Locational and Auto claim
settlement process for disaster proofing EPFO.

To ensure Ease of Living for members and

pensioners and Ease of Doing Business for
employers by leveraging Government of India
technology platforms for reaching out to millions.

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SERVICE STANDARDS
Settlement of form-19 (PF–final withdrawal)------------------------------- -7 working days

Settlement of form 31 (PF–Pandemic advance)----------------------------- 3 working days

Settlement of form 31 (PF–Illness advance)--------------------------------- 3 working days

Settlement of form 31 (PF–Part withdrawal)---------------------------------7 working days

Settlement of form 13 (PF-transfer)-------------------------------------------7 working days

Settlement of form 20 (PF–Withdrawal by nominee )-----------------------3 working days

Settlement of form 10 D (Pension–monthly pension)-----------------------7 working days

Settlement of form 10C (Pension–withdrawal/Scheme Certificate)-------7 working days

Settlement of form 5 IF (Insurance–payment to nominee)----------------- 3 working days

Redressal of grievances -------------------------------------------------------- 7 working days

Issue of certificate of coverage------------------------------------------------ 3 working days

EPFO aims to achieve the above aspirational standards which are

superior than the mandatory standards of service

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STAKEHOLDERS

Employees

Employers Pensioners

Fun Fact:

The service standards mentioned in the three Schemes under the EPF & MP Act, 1952 will
be applicable to EPFO stakeholders, namely, the employees, employers and pensioners

EPFO is now disaster proof and therefore it promises to maintain the service standards
even during times of disasters owing to floods, earthquakes, epidemics etc in any part of
the country.

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RIGHTS OF MEMBERS
97238/2020/NIIU

o Membership under Provident Fund, Pension

and EDLI schemes of the covered
establishment subject to the scheme
provisions

o To access services of EPFO in a faceless and

contactless manner through mobile phones,
independent of employer

o Get KYC updation in online mode with

reduced employer dependence

o Get demographic details corrected, file

nominations and date of leaving service (exit
date) updated also in online mode without
making physical visit to EPFO or employer

o Get accounts portability done digitally

Reasons to Use WordPress 36% of the web
o Obtain assistance in availing online services
and get acknowledgement for submission of built on WordPr
any document offline

o Approach any officer for redressal of

grievance in respect of an establishment,
including an exempted establishment, Lower setup and
without prior appointment maintenance costs

o Demand conduct of orientation programmes

for members

MEMBER e-SEWA https://unifiedportal-mem.epfindia.gov.in/memberinterface/

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RIGHTS OF PENSIONERS
o Issue of Pension Payment order (PPO) on
day of retirement

o Get the PPO in digital format safely

stored in DigiLocker

o Get monthly pensions on first day of the

month

o To submit digital life certificate (Jeevan

Pramaan Patra) anytime-anywhere once
a year to disbursing bank branch, CSC,
Postal Services or PF office

o To receive details Reasons

of pensiontocalculation
Use WordPress 36% of the web
built on WordPr
o To avail services at the pensioner portal
and get updated e-passbook.

o To change pension payment branch or

transfer pension to nearest Regional
office

PENSIONERS PORTAL https://mis.epfindia.gov.in/PensionPaymentEnquiry/enquiry.jsp

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RIGHTS OF EMPLOYERS
▪ Voluntary registration under the Employees Provident Funds Act 1952 without any
human interface
▪ Avail faceless interaction with EPFO through online services and transactions
▪ Avail geographically delinked e-Inspection facility for ensuring voluntary compliance
in objective and transparent manner
▪ Avail virtual hearing facility in quasi-judicial cases under EPF & MP Act, 1952
through Video conferencing by use of secure IT applications
▪ Demand for dedicated Nodal /Relationship Officer in each field office.
▪ Demand for clarifications/guidance relating to provident fund matters
▪ Demand conduct of orientation programmes for employers
▪ Demand an Identity Card from the visiting PF inspector
▪ Meet the Officer in-charge to resolve any pending issue

UNIFIED PORTAL https://unifiedportal-emp.epfindia.gov.in/epfo/

SHRAM SUVIDHA https://registration.shramsuvidha.gov.in/user/login

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 EXPECTATIONS FROM MEMBERS
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▪ Create UAN based login (if the UAN has been allotted for the
first time) and link his KYC(s) including his Aadhar

▪ In order to avail auto-transfer of accounts, submit UAN with

details of previous membership of fund to the present
employer

▪ File e-nominations, get demographic details updated to avail

services in a seamless manner

▪ Furnish bank account along with other KYC details online

against UAN

▪ Avail services of social media accounts of EPFO on Twitter,

Facebook and WhatsApp to report any issue with EPFO

▪ Refer to frequently asked questions (FAQs) available on EPFO

website to understand the process of availing benefits

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 EXPECTATIONS FROM PENSIONERS
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▪ To submit Jeevan Praman Patra every year to continue receiving

pension

▪ To submit details of new bank branch in case of switching bank

branch for pension disbursement with change in residence

▪ Avail services of DigiLocker for safe custody and easy retrieval

of the pension documents

▪ To avail the services of nearest Common Service Centres (CSC),

Postal services or UMANG App to submit Jeevan Pramaan Patra

▪ Use UMANG mobile application to view pension passbook

▪ In case of death of the pensioner, intimation to be submitted

promptly by the survivor so that widow/widower/children
pension can start, if applicable

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 EXPECTATIONS FROM EMPLOYERS
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▪ Ensure compliance of all the statutory provision under the Act and allied
schemes
▪ Enroll all eligible employees from the wage month in which the employee has
joined
▪ Submit monthly return electronically and make the corresponding remittances
through the unified Portal.
▪ Link/generate UAN of a new employee and update the date of exit of such
members who have left the employment within 15 days of the following month
▪ Get all employees of the establishment to update their KYC details and to create
their UAN based login to avail the online services
▪ Promptly forward the cases of request from the members for the rectification of
the errors in their basic details after duly verifying the same from their records
▪ Furnish reply to e-Inspection notice with supporting documents within the
specified time limit
▪ Attend webinars sessions organised by EPFO on various issues to facilitate Ease
of Doing Business
▪ Resolve and reply all grievance/issues referred by PF Office within 5 working
days
▪ Exempted establishments to extend benefits at par or better than EPFO to their
members

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GRIEVANCE REDRESSAL MECHANISM

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o Dedicated revamped grievance portal

EPFiGMS for handling grievances digitally
o Grievance redressal made more convenient
through Business WhatsApp account at field
office apart from Facebook and Twitter
o Regular holding of Webinars by field offices
for awareness generation and solving
grievances of employers, employees and
pensioners
o General time limit for settlement of any
grievance shall be 7 working days
o In case of non-redressal, the grievance will
be escalated to next higher authority

Public Grievance Officer at the Head Office URL to lodge online grievance:
Additional Central PF Commissioner (CSD) www.epfigms.gov.in,www.pgportal.gov.in
Employees’ Provident Fund Organisation Facility available on UMANG mobile app
Bhavishya Nidhi Bhawan, 14 Bhikaiji Cama
Call centre Toll Free No. 1800118005
Place
Call centre operational on all 7 days
New Delhi-110066
Business WhatsApp account at each field
office for grievance redressal
Social media accounts
@socialepfo /socialepfo

facilitation centers at field offices are at the service of all stakeholders

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RESPONSIBILITY CENTERS AND ORGANISATION’S PRESENCE

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EPFO has a nationwide network

21 Zonal offices

138 Regional offices

117 District Offices

The responsibility centers in these offices reach out to the

clients and ensure extension of the Social Security services.

Contact details available at:

www.epfindia.gov.in>>contact us

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