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The Employees’ Provident Fund Organisation (EPFO) launched a WhatsApp helpline service for speedy redressal of grievances for its subscribers in all the 138 regional offices.
With WhatsApp emerging as a huge platform for communication in India, EPFO has grabbed the opportunity that the app provides to reach and communicate directly with all its stakeholders.
The facility will allow customers to raise queries and grievances from home, reducing the need to physically visit EPFO's offices. This initiative will allow PF subscribers to interact directly with EPFO's regional offices on a personalised level adhering to one-to-one guidance principle.
Dedicated WhatsApp helpline numbers of all regional offices are available on the homepage of EPFO's official website. The helpline aims to make the subscribers self-reliant by taking digital initiatives of EPFO to the last mile, thereby reducing dependence on intermediaries.
So far, EPFO has redressed more than 1,64,040 grievances and queries via WhatsApp. This has led to decline in registration of grievances/queries on Facebook /Twitter by 30 per cent and on EPFiGMS (EPFO's online grievance resolution portal) by 16 per cent.
The helpline is an attempt to further strengthen the direct channel of communication between EPFO and its subscribers amid COVID-19 pandemic.
(With Agency Inputs)
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