EMPLOYEES' PROVIDENT FUND ORGANISATION EMPLOYEES’ PROVIDENT FUND ORGANISATION MINISTRY OF LABOUR AND EMPLOYMENT BHAVISHYA NIDHI BHAWAN, 14, BHIKAIJI CAMA PLACE, NEW DELHI – 110 066. Citizens' Charter www.epfindia.gov.in @socialepfo /socialepfo 1 266855/2021/NIIU 1167
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EMPLOYEES' PROVIDENT FUND ORGANISATION
EMPLOYEES’ PROVIDENT FUND ORGANISATIONMINISTRY OF LABOUR AND EMPLOYMENTBHAVISHYA NIDHI BHAWAN,14, BHIKAIJI CAMA PLACE,NEW DELHI – 110 066.
Citizens' Charter
www.epfindia.gov.in @socialepfo /socialepfo
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VISIONAn 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
To meet the evolving needs of comprehensive social security in a transparent, contactless,
faceless and paperless manner. To ensure Nirbadhservices 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.
MISSION
EPFO
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SERVICE STANDARDSSettlement 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
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
Employers
Employees
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
36% of the web isbuilt on WordPress
Reasons to Use WordPress
Lower setup andmaintenance costs
o Membership under Provident Fund, Pensionand EDLI schemes of the coveredestablishment subject to the schemeprovisions
o To access services of EPFO in a faceless andcontactless manner through mobile phones,independent of employer
o Get KYC updation in online mode withreduced employer dependence
o Get demographic details corrected, filenominations and date of leaving service (exitdate) updated also in online mode withoutmaking physical visit to EPFO or employer
o Get accounts portability done digitally
o Obtain assistance in availing online servicesand get acknowledgement for submission ofany document offline
o Approach any officer for redressal ofgrievance in respect of an establishment,including an exempted establishment,without prior appointment
o Demand conduct of orientation programmesfor members
MEMBER e-SEWA https://unifiedportal-mem.epfindia.gov.in/memberinterface/
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RIGHTS OF PENSIONERS
36% of the web isbuilt on WordPress
Reasons to Use WordPress
o Issue of Pension Payment order (PPO) onday of retirement
o Get the PPO in digital format safelystored in DigiLocker
o Get monthly pensions on first day of themonth
o To submit digital life certificate (JeevanPramaan Patra) anytime-anywhere oncea year to disbursing bank branch, CSC,Postal Services or PF office
o To receive details of pension calculation
o To avail services at the pensioner portaland get updated e-passbook.
o To change pension payment branch ortransfer pension to nearest Regionaloffice
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
EPFiGMS for handling grievances digitallyo Grievance redressal made more convenient
through Business WhatsApp account at fieldoffice apart from Facebook and Twitter
o Regular holding of Webinars by field officesfor awareness generation and solvinggrievances of employers, employees andpensioners
o General time limit for settlement of anygrievance shall be 7 working days
o In case of non-redressal, the grievance willbe escalated to next higher authority
Public Grievance Officer at the Head OfficeAdditional Central PF Commissioner (CSD)Employees’ Provident Fund OrganisationBhavishya Nidhi Bhawan, 14 Bhikaiji Cama PlaceNew Delhi-110066
facilitation centers at field offices are at the service of all stakeholders
URL to lodge online grievance: www.epfigms.gov.in,www.pgportal.gov.in
Facility available on UMANG mobile appCall centre Toll Free No. 1800118005
Call centre operational on all 7 days Business WhatsApp account at each field
office for grievance redressal Social media accounts
/socialepfo@socialepfo
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RESPONSIBILITY CENTERS AND ORGANISATION’S PRESENCE
EPFO has a nationwide network
Contact details available at: www.epfindia.gov.in>>contact us
The responsibility centers in these offices reach out to the clients and ensure extension of the Social Security services.