The PFR's activities are related not only to the assignment and payment of pensions. The department collects reports from employers, maintains personal accounts of insured persons, verifies documents for the payment of maternity capital and other issues. For information support citizens and legal entities The Pension Fund of the Russian Federation gives you the opportunity to contact the hotline.

What are the benefits of calling the Pension Fund hotline?

Almost all types of activities that fall within the powers of the Pension Fund of Russia relate to public services. You can receive them by personally contacting the client service of Pension Fund institutions, through the MFC or the official portal of government services. In each of the listed cases, citizens need to confirm their identity in order to process personal data.

Telephone communication does not allow checking the identity of a citizen, so the possibilities of this option for providing services are significantly limited. In particular, consultations or services related to personal data of citizens are not available by telephone. Based on these restrictions, calling the PFR hotline makes it possible to:

• get advice on the regulations and operating hours of the department, the addresses of the location of territorial divisions;
• receive clarification on the procedure for oral reception of citizens and provision of written appeals;
• clarify the list of documents that are needed to provide services - for assigning a pension or assessing pension rights, for obtaining an MSK certificate and disposing of maternity capital funds, for registering or restoring SNILS, etc.;
• consult about the procedure for registration and use electronic resources Pension Fund;
• learn about changes in legislation, periods for indexation of pensions and other social benefits;
• clarify other issues that do not require the transfer and processing of personal data;
• contact regarding non-compliance with the regulations and code of ethics on the part of Pension Fund specialists.

Thus, calling the PFR hotline will not provide an opportunity to find out the status of the insured person’s personal account or receive another service that requires personal identification.

Regional and federal institutions of the Russian Pension Fund can organize special hotlines on certain issues of pension legislation. Typically this is due to changes in regulations, causing Special attention from ordinary citizens. The timing and procedure for conducting such information campaigns can be found on the websites of the territorial divisions of the Pension Fund.

How to use the Pension Fund hotline

A single federal telephone number through which PFR specialists provide information services
8 800 302 2302 .

Call by the specified number within the Russian Federation is free. The procedure for providing information services follows the following rules:

• The hotline telephone is multi-channel, so the likelihood of long wait times for connection is practically eliminated;
• The PFR consultant is obliged to introduce himself and warn about the recording of the telephone conversation - this is necessary not only to monitor the quality of services provided, but also to consider possible disputes or claims;
• after determining the subject of the call, the Pension Fund specialist is obliged to provide an information service;
• if the subject of the call is an appeal regarding the work of the territorial services of the Pension Fund of Russia, the call may be redirected to the appropriate regional department.

An alternative option for obtaining advice is to contact via online chat on the Pension Fund website. In the shape of feedback You need to indicate your questions and also leave your phone number - a specialist will contact you independently to provide consulting services.

A citizen is not obliged to disclose his personal information when calling the Pension Fund hotline. This allows you to maintain the anonymity of the conversation, and indicating your name will only be required to maintain business etiquette when communicating with a specialist from the pension department.

Can calling the hotline have any legal consequences? Even if the subject of the call is a complaint about unlawful actions of Pension Fund employees, in order to conduct a full inspection it is necessary to submit an official request or application. Telephone calls are not grounds for taking disciplinary or other measures.

The Executive Directorate of the Pension Fund of the Russian Federation systematizes information about requests received on the hotline. As a result of this work, information reports are regularly published with reports on the most common issues.

You can also get advice on all issues in the field of pensions from our specialists. To do this, you can call the numbers listed on the website, or leave your questions in the feedback form.

The pension fund is one of largest organizations, which serve the population of the Russian Federation. To cope with a lot of questions and problematic situations, a hotline of the Russian Pension Fund was created, to which citizens can contact with questions and receive the necessary support. This works both in Moscow and in other cities, but you need to figure out how to ask for help correctly using hot numbers.

Purpose of the hotline

The management of the Russian Pension Fund is constantly simplifying the process of communication between the population and employees. Therefore, now it is enough to go to the structure in person, write a letter with questions or requests of interest, and also send a request using personal account Pension Fund, which is located at pfrf.ru. But there is also a telephone hotline where you can get advice and advice from fund consultants.

Not only people who have already reached retirement age call the hotline to receive information, but also relatively young people who are interested in the features of calculating length of service and the accrual of future payments. Most often, hotlines are used by mothers applying for maternal capital, and also citizens who have lost their breadwinner. In addition, clients pension line There are also representatives of preferential categories, and all of these people have their own questions, needing help from the organization’s employees, who can be called in a few seconds.

Verified and up-to-date information from state fund employees received via the hotline can help solve the problem in a short time. The call center uses all modern laws and regulations, so contacting the hot channel allows you to understand the situation without spending large quantity time.

Telephone line

For residents of Moscow and the Moscow region there is a PFR hotline in Moscow, available at any time. Contacts will help you reach operators in this region 8 800 302 23 02 , or 8 800 510 5555 . Using these coordinates, the citizen ends up in a single multi-channel center pension fund in Moscow, where he is sent to a free operator, and there is no long wait.

The advantage of the Moscow hotline is that it operates around the clock, without breaks and weekends; another positive point is that the call is free, that is, the use consulting services completely free for individuals.

Personal data

Hotline operators in Moscow will not ask for absolutely any personal information from the person calling, since they are not authorized to do so. If the question requires such information, employees by phone will recommend going to the local branch of the Pension Fund of the Russian Federation.

The rule also works in reverse side, therefore, when calling a hotline, you cannot find out confidential data, for example, account number, the amount of payments due or the amount of individual indexation. All this information will be provided only by the Pension Fund, where a citizen applies in person with an identity card, and the reception service cannot provide it remotely.

The need for a hotline

The telephone number of the Pension Fund of the Russian Federation makes it possible to clarify a number of points that may arise when new laws are adopted or regular procedures are carried out. Hotline, with which the official website works, can explain:

• The rules by which the pension is indexed at the time of application.
• The nuances of receiving a service using an online service, questions include how to use the site, including a hotline explaining how to use different functions.
• Basics of work in a taxpayer’s personal profile.
• Options for obtaining maternal capital and features associated with its request.
• All aspects receiving SNILS, its role in a person’s life and the nuances associated with its use.
• How is money transferred to a non-state Pension Fund, and what needs to be done if this was done without the consent of the citizen.

The help desk makes it possible to send a complaint about the work of real employees. To do this you need to describe controversial situation, name the full names of the guilty officials, the department in which they work, and state the damage if it was caused to a citizen. Such a hot appeal is equivalent to a paper one, and is subsequently sent for processing to the management of the Pension Fund of Russia, where they understand the situation and solve the problem.

It is generally accepted that the Pension Fund was created for pensioners, works only with pensioners and manages pensions. This is wrong. Every citizen of our country who has worked at least one day and who has received insurance premiums falls within the scope of activities of the Pension Fund. Insurance premiums are transferred to a personal pension account.

IN this document materials are collected about time worked, wages, insurance premiums. The pension authorities need the data to assign pensions.

According to the latest data, there are more than 42 million pensioners in our country and millions receiving social benefits. And all of them are also clients of the Pension Fund. Statement that Pension Fund employees“they sit there and wipe their pants” is unfair. Each of us, when it comes to hard-earned money, believes that something was missed and something was not given to him. Many simply did not understand anything. And during the period of pension indexation, employees simply have no time to work with documents. Each of us has found ourselves in a situation where a PF employee, while understanding your documents, simultaneously answers questions over the phone.

Call - hotline center

In order to relieve the workload of PF employees and not be distracted by answering general questions, a “hot” telephone line was created.

The line quickly accepts any number of incoming phone calls and SMS, processes these calls around the clock and provides clients with the information they are interested in.

All incoming calls are answered by call center operators. They will listen to your question, provide advice and, if necessary, connect you with a Pension Fund specialist. A hot telephone line eliminates situations where a client cannot reach the PF due to the line being busy. As practice has shown, after the launch of a project, this is one of the most popular ways to receive a prompt answer to a pressing question.

For example, more than 3 thousand requests from citizens are received daily by the hotline in Moscow and the Moscow region. Call center specialists process over 450 calls daily from residents of the Belgorod region. The phone is not silent in other regions either.

True, not all questions asked within the hotline are within the competence of the call center employees. They are limited by the Federal Law “On State Social Assistance” dated July 17, 1999 N 178-FZ.

They cannot answer a question containing personal data (about the pension amounts paid, the amount of indexation of your pension, etc.). Such questions should be addressed to the district customer service Pension Fund Office at the place of residence. Your personal question will be answered with an article of the law or an explanation of how your problem can be solved.

Questions and answers on the hotline

All questions can be divided into the following topics:

1. Calculation and indexation of pensions. Examples of questions: Documents for recalculation of child care pension. Recalculation of pensions for working pensioners. Increase in pension for children born before 1990
2. Registration of pension. Examples of questions: Which survivor's pension is greater - social or labor. Waiver for the period of child care. .
3. Benefits and social payments. Examples of questions: Documents for benefits for caring for pensioners. Pension supplement for dependents. Receipt of compensation for expenses incurred by non-working pensioners – “northerners” – in connection with moving to a new place of residence.
4. . Examples of questions: How to get it and what to spend it on. Is it possible to apply for my father? Is it possible to apply for guardianship?
5. Receipt procedure insurance number individual personal account in the mandatory system pension insurance. Examples of questions: Should I issue a SNILS for a child? .
6. Go to private management company or . Examples of questions: List of non-state PFs. Phone numbers of organizations. Documents during the transition. What to do if transferred pension savings without your consent to another PF.
7. Indexation of insurance pensions in 2019.

Call center employees

Behind the term “hotline” is the work of the Department’s employees who respond via multi-channel lines. All specialists, as a rule, with higher education, have completed the mandatory training program. Psychologists state that not everyone can withstand this kind of work. Communication with people requires emotional stability, restraint, and sometimes patience, which is why all candidates undergo preliminary psychological testing and selection.

IN job responsibilities These specialists include: listen to the appeal in detail and accessible language answer questions and, if necessary, dictate information from the recording, since older people call more often.

Close contact between citizens and the Pension Fund of Russia

Hotline specialists not only answer calls, relieving employees of other PF units, but also maintain close contact between citizens and the PF.

It is from them that the management of the PF first of all learns about clients’ complaints about the work of the entire structure. People call here with complaints if there is a delay in payment social benefits or it was not paid in in full. There are many such calls from guardians and large families. You can report violations committed by territorial PFs, negligence, and facts of bribery. As a rule, the Pension Fund promptly responds to such complaints and quickly resolves the most complex problems. Close contact with the population allows us to make the necessary adjustments to the operation of the system and improve pension reform.

Management is answering the phone

Now there is a practice when the manager gives answers to citizens’ questions via a hotline territorial branches PF, or even central office. More recently, in mid-March, for example, for two hours, the head of the Center for the Payment of Pensions, Maria Yuryan, answered questions from residents of Karelia.

Main question: indexation of pensions for working pensioners after they stop working labor activity. The answer was: in accordance with the law that came into force in 2019, after a pensioner stops working, the full amount of the pension, taking into account all indexations, will be paid for the period from the 1st day of the month after dismissal, but not immediately, but three months after termination labor activity.

Similar meetings between the PF leadership and the population via hotline were repeatedly held by the leaders of other regions.

Keep in touch with the Pension Fund!

You can get in touch with the Pension Fund through the official website of the Pension Fund of the Russian Federation, where you can learn a lot of interesting things about the current pension reform, download samples of the forms you need. On the same website you will also find the hotline phone number: 8 800 302 2 302 .

The call is free for citizens living on the territory of the Russian Federation; persons living outside its borders will have to pay for the call according to the established international tariffs.

An Advisory Center has been created on the RF PR website, which contains the most common questions and answers to them, and provides the opportunity to fill out and submit your request using a special form online. But this is for those who are used to using the Internet.

We must always remember that the Pension Fund works for us, services our money, and we have the right to go there with any problems, and they are obliged to solve them.