NL-AO can raise a grievance through the NPS-Lite website www.cra-npslite.com with its User ID and I-PIN. NL-AO can raise the grievance only through the above-mentioned modes. CRA shall not take cognizance of grievance raised through any other modes such as submitting physical letter etc.
Entity raising the grievance needs to provide the details with respect to its Entity ID, nature of the grievance, whether grievance is raised first time or is a reminder etc. Some of these details will be mandatory in nature.
NL-AO can raise grievance with respect to the following:
Grievance against CRA:
The NL-AO can raise the following grievances against CRA on behalf of the Subscriber:
On receipt of the grievance, CRA shall issue a Token number as acknowledgement. If grievance is logged through CRA website, the token number will be displayed on the screen on successful submission of grievance. The details of the token number will also be intimated by CRA at the email address of the NL-AO.
The aggregators can check the status of the grievance by logging to the NPS-Lite website or through the call center by using token number. On resolution of the grievance, CRA shall send an email to the NL-AO containing the details of resolution.
NL-AO can login to CRA website using the I-PIN and check the details of the grievances raised against it by the Subscribers. NL-AO shall resolve the grievance and mention the action taken in the resolution field provided for this purpose.CRA shall send the resolution remark of the NL-AO to the Subscriber who has raised the grievance.
If a grievance is not resolved within a certain defined period then the same will get escalated to next level for resolution and will follow the similar procedure of assignment and resolution as described for the first level.
The process of viewing the Grievance status is as follows:-