According to the Labour ministry, EPFO recently launched a WhatsApp helpline service for the query of customers and for the speedy redressal of grievances of its subscribers.
This facility also includes other means of grievance redressal forums of EPFO like EPFiGMS portal, CPGRAMS, social media platforms (Facebook & Twitter), and a dedicated 24×7 call centre.
The ministry said, “to further enhance ease of living experience for its members, Employees’ Provident Fund Organisation (EPFO) has now launched a WhatsApp based helpline-cum-grievance redressal mechanism, under its series of Nirbadh initiatives aimed at ensuring seamless and uninterrupted service delivery to subscribers during COVID-19 pandemic.”
With WhatsApp emerging as a huge platform for communication in India, EPFO grabbed the extraordinary opportunity that the app provides to reach and communicate directly with all its stakeholders.
This initiative will allow the PF subscribers to interact directly with EPFO’s regional offices at a personalised level adhering to the one-to-one guidance principle.
WhatsApp helpline is now functional in all the 138 regional offices of EPFO. Till now So far, EPFO has redressed more than 1,64,040 grievances and queries through WhatsApp. This has led to a decline in registration of grievances/queries on Facebook /Twitter by 30 per cent and on EPFiGMS by 16 per cent.
The ease of raising queries and grievance on WhatsApp will drastically reduce the need for the subscribers to physically visit EPFO’s office. This in turn will help maintain social distancing in EPFO’s workplace during the pandemic.
Dedicated WhatsApp helpline numbers of all regional offices are available at the homepage of EPFO’s official website. The helpline has already gained immense popularity among stakeholders.
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