Lack of support from EPFO leaves pensioner in confusion

A Hyderabad resident with an EPS-95 certificate issued in 2011 has been unable to start his pension despite repeated complaints to the EPFO, helplines and the Commissioner’s office. He alleges lack of guidance and delayed responses from officials

To put it simply, the Employees’ Provident Fund Organisation (EPFO) mainly has the goal of providing social security and welfare to employees after they retire, that is, in their old age. To this end, it collects a certain amount from the employee’s monthly salary.

The EPFO is part of India’s social security system, ensuring the financial stability of employees. Operating under the Ministry of Labour and Employment, Government of India, the organisation is responsible for regulating and managing provident funds across the country, along with the Employees’ State Insurance.

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The contribution to this organisation is collected from the monthly salary. The problem arises from the fact that it is mandatory and deducted from the salary without explicit consent from the employee. Many employees are unaware of the benefits of this contribution or how to use it when needed, as they are not properly informed about the terms and conditions of the deduction. As a result, the employee is often at the mercy of EPFO officials handling the accounts.

Take my case for example.

In brief, the problem is this. I have an EPS-95 certificate issued in 2011, which entitles me to receive a monthly pension from 2021. However, I do not know how to use this certificate and have not received proper guidance despite trying all available helplines and offices, including the Commissioner’s office in New Delhi.

I left service with a company in 2011, where I had worked for more than 10 years. As part of my retiral benefits, I received the Employees’ Pension Scheme 1995 (EPS-95) certificate, which I am supposed to use after 14 June 2021 on attaining the age of 58 years. This certificate was issued from the Gurgaon office. I do not know how to use this certificate.

I raised a grievance with the EPFO under Registration Number HRGGN/E/2024/34144 on 26 July 2024, but did not receive any guidance. I am residing in Hyderabad and visited the EPFO office here, but did not get any help.

I called the Central Provident Fund Commissioner (CPFC), Chief Executive Officer of EPFO, on 22 September 2025 at 011-20815653. Following their suggestion, I sent two emails — one about my problem of using the certificate to avail the entitled monthly pension, and the other about the WhatsApp numbers of EPFO not working as mentioned on their website. I have not received any response so far.

I contacted the same number several times. Sometimes, they said my mail had been forwarded to the concerned department, while at other times they claimed it was not found. They appear reluctant to understand my problem or make any effort to update me on how it can be resolved.