Handling of complaints/grievances pertaining to compliance matters : EPFO Circular dated 06-05-2026
कर्मचारी भविष्य निधि संगठन
Employees Provident Fund Organisation
(श्रम एवं रोजगार मंत्रालय, भारत सरकार)
(MINISTRY OF LABOUR & EMPLOYMENT, GOVERNMENT OF INDIA)
मुख्य कार्यालय/Head Office
प्लेट ए ग्राउंडफ्लोर ब्लॉक II, ईस्ट किदवई नगर, नई दिल्ली-110023
Plate A Ground Floor Block II, East Kidwai Nagar, New Delhi-110023
Central Analysis & Intelligence Unit
(CAIU)
No. CAIU/011/V-1(27)2026/Circulars/E-1273909/703
Date: 06 MAY 2026
To,
All Additional CPFC (HQ)/ACC Zones
All RPFCs in charge of Regional Offices
Subject: Handling of complaints/grievances pertaining to compliance matters – reg.
Ref:
- C.111/7/1(3) Misc./08/WZ/(14)2008/MP/62879 dt.05/12/2008
- C-11/Policy Matters/2017-18/H0/21071 dt.14/12/2017
In supersession of above referred circulars, all Zonal Offices and Regional Offices are hereby advised that the following uniform procedure shall be adopted while dealing with complaints relating to Compliance matters:
- To facilitate effective handling and monitoring of Compliance-related complaints, in the ROs, the Circle Officer of the compliance division shall be designated as Nodal Officer and the RPFC-I(OIC) or RPFCII(OIC) shall be designated as Review Officers. In Zonal Offices, ACC-Zone shall designate an officer of rank of RPFC-I as the Zonal Nodal Officer.
- Any complaint pertaining to non-compliance against an Establishment(s), when received in the Head Office, Zonal Office or Regional Office/District Office shall be registered by the Head Office/Zonal office/ Regional office respectively, at CAIU portal, and complaint through the portal moved to the Regional Office concerned.
- The Regional Office shall undertake a thorough verification of the complaint, including all details and supporting documents submitted by the complainant. In general, in the complaints on non-compliance matters, the following details are expected to be submitted by the complainant. Complainant Identity details like Member ID or UAN, Name, contact details like email id, contact number and address and employment details viz., name of the establishment, address of the establishment, period of employment and wages drawn, and the gist of the issue pertaining to non-compliance, non-enrollment or non-coverage. Documentary proofs like Salary Slip, Appointment/Service Letter, Bank details in which salary last credited or any other documents corroborating the. employment or non-payment of contributions, are expected to be submitted. A form for filing of complaint, Form I is enclosed in the Annexure-I.
- In case where the complaint lacks essential information or supporting details, a letter may be issued to the complainant with a time line of 7 days to furnish the required information as per the Form I enclosed in the Annexure-I. The Regional Office shall examine the complaint, based on the information furnished as well as the data available in office records and systems, including ECR data, within a period of five days to determine if the complaint appears prima facie genuine.
- The complaint with actionable inputs shall be taken up with Establishment, preferably through e-mail, for rectification or resolution of the issue within a timeline of 7 days. The specimen proforma of the letter is enclosed in the Annexure-II. The said timeline may be reduced depending upon the seriousness or urgency of the matter. Based on a request by Establishment additional time of 7 days may be given to resolve the complaint. The specimen proforma of the extension of time is enclosed in the Annexure-III.
- In the event the employer fails to comply and resolve the issue within the stipulated period of 7 days and the same is confirmed based on examination of available records/systems including ECR data, a reminder shall be issued to the Employer, allowing a further 7 days for resolution of the complaint. The specimen proforma of the reminder is enclosed in the Annexure-IV. Maximum effort must be taken to ensure that the complaint is resolved by the Establishment in the first instance.
- Where the employer responds to the complaint and takes corrective compliance action which is confirmed by the Regional Office, the complainant may be duly informed and the complaint can be closed.
- In cases where the employer fails to take corrective action, and such failure is confirmed on the basis of available records/systems, including ECR data, and where inspection of the establishment is deemed necessary, the complaint case shall be forwarded to the Zonal Office through the CAIU portal for obtaining permission to conduct an inspection. Timeline for Zonal Office to either sanction or deny the permission for inspection shall be 7 days from the date of receipt of request for permission from Regional Office.
- Upon receipt of approval from the Zonal Office, inspection shall be initiated by the. Regional Office. In cases where approval is not granted, the directions issued by the Zonal Office shall be complied with.
- After resolution of the complaint, the Complainant shall be issued a feedback form to indicate satisfaction. If the Complainant expresses dissatisfaction and requests a review within a defined period of 15 days, such review may be done by the Review Officer at the Regional Office and action if any required, is to be communicated to the Circle officers.
- As a general principle, the Zonal Office and Regional Office shall examine complaint matters carefully on merit basis and to resolve issues without mechanically resorting to initiation of inspections.
- Wherever feasible, records, documents, and clarifications shall be sought from Complainant(s) and/or Establishment(s) preferably through electronic means viz. official email. In case of complainant, communication through personal mail can also be accepted.
- The Point l(c) of Head Office Circular No. CAIU/011(72)2016/Shram Suvidha Portal/2566 dated 03.05.2018 stands withdrawn with immediate effect. Henceforth, in all complaint cases forwarded by Head Office, where inspection is required, permission shall be obtained from the ACC, Zonal Office.
- In cases referred by Constitutional authorities, like Hon’ Ministers/MPs/MLAs etc, where inspection is required, permission shall be obtained from the ACC, Zonal Office and the inspections shall be carried out in terms of point 16 below.
- An appropriate reply shall invariably be sent to the Complainant in accordance with Head Office Circular No. CAIU/011(72)2016/11583 dated 19.10.2022, without fail.
- All inspections, if any are to be conducted, shall be done strictly in accordance with the provisions of Inspection Scheme notified under Code on Social Security, 2020 and the instructions/SOP/guidelines issued by the competent authority from time to time.
- Normally compliance grievances involve compliance related issues only. However, at times there are allegations against some Officials or Officers of EPFO also. Cases of allegations involving vigilance angle need to be examined promptly by respective Disciplinary Authorities in field Offices. Additional CPFC, Zones/Regiona. l Commissioner-I & II(OICs of ROs), who are also acting as Disciplinary cum Zonal/Regional Vigilance Authorities, would handle such complaints of allegations against officials working under them, as per Office Memorandum No.DOPT- 104/76/2024-AVD-IA dated 09 October, 2024 (copy attached) and as per the guidelines issued by Central Vigilance Commission and Vigilance Headquarters, from time to time. Confidential actionable vigilance aspects may be directly reported to Vigilance Headquarters or Zonal Vigilance Directorates as the case may be and action taken report pertaining to compliance issues should be uploaded on CAIU portal.
(Salil Sankar)
ACC (CAIU)
COMMENTS