(1) In these regulations, unless the context otherwise requires,-
(a) “Act” means the Pension Fund Regulatory and Development Authority Act , 2013 (23 of 2013);
(b) “any other pension scheme” means any other pension scheme referred to in clause (b) of sub-section (1) of Section 12 of the Act;
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(c) “authorized representative” means a person duly appointed and authorized by a complainant or any other party to the complaint to act on his behalf and represent him in the proceedings before the Ombudsman;
(d) "award" means a finding in the form of direction or an order of an Ombudsman given in accordance with these regulations;
(e) "complainant" means any person who lodges a complaint in accordance with these regulations;
(f) “designated member” means the Chairperson or a whole-time member of the Authority designated for the purpose;
(g) “grievances or complaint” includes any communication that expresses dissatisfaction, in respect of the conduct or any act of omission or commission or deficiency of service on the part of, an intermediary or an entity or a person governed by the provisions of the Act and in the nature of seeking a remedial action but do not include the following—
(i) complaints that are incomplete or not specific in nature;
(ii) communications in the nature of offering suggestions;
(iii) communications seeking guidance or explanation;
(iv) complaints which are beyond the powers and functions of the Authority or beyond the provisions of the Act and the rules and regulations framed thereunder;
(v) any disputes between intermediaries; and
(vi) complaints that are sub-judice (cases which are under consideration by court of law or quasi-judicial body) except matters within the exclusive domain of the Authority under the provisions of the Act;
(h) “enquiry” or “an enquiry” means any communication from a subscriber for the primary purpose of requesting information about the National Pension System or any other pension scheme regulated by the Authority;
(i) “intermediary”, in relation to the National Pension System, includes pension fund, central recordkeeping agency, National Pension System Trust, pension fund adviser, retirement adviser, point of presence, such other person or entity connected with collection, management, recordkeeping and distribution of accumulations.
Explanation: Such intermediaries shall include;
(i) Principal Accounts Office, Pay and Accounts Office and Drawing and Disbursing Officer under the Central Government or analogous offices under it or Central autonomous bodies which interact with the central recordkeeping agency on behalf of the subscribers for the purpose of National Pension System;
(ii) Directorate of Treasury and Accounts, District Treasury Office and Drawing and Disbursing Officer under the State Government or analogous offices under the State Government or State autonomous bodies which interact with the central recordkeeping agency on behalf of the subscribers for the purpose of National Pension System;
(j) "Ombudsman" means any person appointed under regulation 11 of these regulations and includes a Stipendiary Ombudsman;
(k) “request” means any communication from a subscriber soliciting a service from an intermediary under the National Pension System or an entity or a person governed by the provisions of the Act;
(l) "Stipendiary Ombudsman" means a person appointed under regulation 17 for the purpose of acting as ombudsman in respect of a specific matter or matters in a specific territorial jurisdiction and for which he may be paid such expenses, honorarium or sitting fees as may be determined by the Authority from time to time.
(2) Words and expressions used and not defined in these regulations but defined in the Act, shall have the meanings respectively assigned to them in the Act.
CHAPTER II GRIEVANCE REDRESSAL POLICY