Labour and Employment Minister Mansukh Mandaviya stated that the government has initiated actions against the increasing EPFO-related litigation in consumer forums, resolving cases through pre-identification methods.
According to the minister, the total number of pending EPFO litigation cases has dropped from approximately 31,000 to 27,000 as efforts to expedite dispute resolution and lessen the load on consumer courts continue.
EPFO to initiate WhatsApp services within a month
In another development, EPFO is set to roll out WhatsApp services within a month as part of a more extensive digital outreach initiative aimed at optimizing member services and minimizing reliance on physical visits and call centers.
The retirement fund organization pointed out that WhatsApp was selected due to its extensive use across India, user-friendliness, and capacity for multilingual communication. Members will be able to start conversations by sending a “Hello” message to EPFO’s verified WhatsApp number, which will display a green verification tick for confirmation.
AI chatbot for 24/7 assistance
This platform is anticipated to provide round-the-clock support via AI-powered chatbots that can handle routine inquiries and assist with services like PF balance checks, recent transaction details, claim status updates, and other account-related information.
EPFO also plans to leverage WhatsApp for targeted outreach to members eligible under the PMVBRY scheme who have unresolved compliance issues, such as incomplete Aadhaar authentication through UIDAI’s Face Authentication Technology (FAT) or the non-enablement of Direct Benefit Transfer (DBT) for Aadhaar-linked bank accounts.
Emphasis on Aadhaar and DBT compliance issues
According to the proposed process, EPFO will first confirm whether the message originates from the member’s registered mobile number linked to the Universal Account Number (UAN). Once verified, users will receive menu-based options in their local languages to access services or complete outstanding actions.
The organization has stated that this initiative aims to facilitate quicker grievance resolution, enhance accessibility, and improve the user experience through a mobile-first digital interface.
Also Read: EPFO reduces overall litigation backlog as part of special initiatives
