EPFO plans 24X7 multilingual ‘contact centre’ to address complaints
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The Employees’ Provident Fund Organization (EPFO) is planning to provide a special facility to its users. In fact, it is working towards setting up a 24-hour multilingual “Contact Center” with the aim of providing a single-window interface to customers wishing to lodge a complaint or resort to redressal mechanism.
EPFO is preparing to set up an integrated call center for its nearly 7 crore active customers. In fact, this step has been taken by EPFO in recent months due to delay in resolution of complaints and increasing number of claim settlement rejections. The Employees’ Provident Fund Organization has faced a lot of criticism on social media platforms regarding this issue.
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Contact center will be available in 23 languages
EPFO has issued a tender for setting up this contact center, which will work 24×7 and 365 days with a strong system. Its purpose is to listen and understand the complaints received through multi-channel (helpline number, landline phones of various offices, registration portal, WhatsApp, social media, physical post).
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EPFO has listed 23 languages in the tender. These include Hindi, English, Assamese, Bengali, Bodo, Dogri, Gujarati, Kannada, Kashmir, Konkani, Maithili, Malayalam and others. Earlier, EPFO had started a helpline with a toll-free number (1800118005). However, this helpline number was mostly out of reach.
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