• Skip to main content
  • Skip to secondary menu
  • Skip to primary sidebar
  • Home
  • DOPT ORDERS 2020
  • FinMin Orders 2020
  • Railway Orders 2020
  • Contact Us

7th Pay Commission Latest news

Central Government Employees News

  • DOPPW Orders
  • 7th Pay Commission
  • Dearness Allowance
  • Dearness Relief
  • CSD Price List
  • Defence
    • Defence Pension
You are here: Home / Central Government Employees News / Guidelines for timely and qualitative disposal of Pensioners’ Grievances

Guidelines for timely and qualitative disposal of Pensioners’ Grievances

August 20, 2021 pcadmin Leave a Comment

Guidelines for timely and qualitative disposal of Pensioners’ Grievances

No: 17/3/2021-P&PW(Coord.) E 7179
Government of India
Ministry of Personnel, Public Grievances and Pension
Department of Pension and Pensioners’ Welfare

8th Floor, B-Wing,
Janpath Bhawan, Janpath,
New Delhi-110001

Dated : 06.08.2021

OFFICE MEMORANDUM

Subject:- Guidelines for timely and qualitative disposal of Pensioners’ Grievances-reg

The undersigned is directed to say that the Department of Pension & Pensioners’ Welfare (DoPPW) has provided a single window interface for all Central Government pensioners to register their grievances pertaining to any of the Central Government Ministry / Department / Organisation, which is thereafter forwarded online to the concerned Ministry/Department/ Organisation for redressal through the CPENGRAMS Portal.

2.In 2019, Pensioners’ grievance redressal system was expanded with the objective to provide easy access to pensioners who are living in remote areas and have no proper access to the Internet for registration of their grievances or not conversant with online technology. Accordingly, an Integrated Grievance Cell & Call Centre was inaugurated on 20th June, 2019 for pensioners enabling pensioners to register their grievance by calling on the toll free number 1800-11-1960. The Call Centre Executives register the grievance on CPENGRAMS, after taking inputs from pensioners, and thereafter it is forwarded to the concerned Ministry/ Department/Organization online for redressal. Department of Pension & Pensioners’ Welfare also coordinates with different Ministries/Departments to resolve the grievances of the elderly pensioners and keep the pensioners informed about the progress of their grievances till disposal through this online system CPENGRAM.

3.The purpose of grievance redressal machinery is not only to allow easy access of Govt Machinery for pensioners but also disposal of the grievances expeditiously while maintaining the quality in redressal of the grievances. Keeping in view of the above objective, DoPPW has put in place a system of holding regular review meetings with Ministry/ Department/ Organization having large pendency of grievances. In order to ensure quality in disposal of Grievances, DoPPW is periodically analyzing closed Grievances and re-registering cases, wherever it is observed that Grievances were closed by the offices without taking appropriate final action. Though time and again specific guidelines/instructions have been issued to the Ministries, a need is felt to consolidate all instructions/guidelines and revise the time limit for redressal of grievances specially for the priority target groups i.e. family pensioners and super-senior pensioners in order to promote good governance and to ensure that the pensioners /family pensioners get their rightful entitlements.

All Ministries/Departments are advised to follow the guidelines given below for redressal of the Grievances –

i. In accordance with the Central Civil Services (Pension) Rules, 1972, every office is responsible for pension sanction, revision and payment of retirement benefits to its employees. Therefore, every grievance related to pension and other retirement benefits shall be redressed by the concerned office from where the employee retired or served before his/her death.

ii. Every grievance shall be disposed of within the ambit of extant rules. In case of a grievance falling outside the ambit of rules, a speaking order shall be issued indicating the rule position.

iii. All Ministries/Departments/Organisations shall strictly adhere to the time limit of 45 days to resolve the pensioners’ grievances. If the grievance pertains to a family pensioner/super-senior pensioner (aged 80 years and above) the dead-line to resolve the grievance shall be 30 days.

iv. Every grievance shall be closed only after its final resolution. If a grievance pertains to subordinate/attached office, the case may be forwarded by the Ministry/ Department to the concerned office but it should not be closed until final action is taken. The responsibility lies with the concerned Ministry/ Department to follow up the matter with subordinate/attached units for final resolution. Every Nodal Officer should undertake a weekly review of pending grievances in the portal.

v. The grievance shall not be closed for the want of any documents from the pensioner/family pensioner. The office may contact the concerned pensioner on the mobile number or email as available in the CPENGRAM Portal in order to ensure speedy and satisfactory disposal of grievances.

vi. Ministry/Department/Organization shall dispose of the grievances after indicating that it is ‘Accepted’ or ‘Rejected’ or ‘Partially Accepted.’ In case grievance is disposed of in favour of pensioner, the option ‘Accepted’ shall be indicated. In other cases, a speaking order shall be passed giving reasons for rejection/partial acceptance and also uploaded in the portal.

vii. Re-registered cases should be disposed of by Appellate Authorities nominated in every Ministry/Department/Organization for the purpose.

viii. Ministries/Departments/Organisations shall identify core grievance prone areas and streamline their systems to eliminate root cause of grievances. Cases delayed beyond the dead-line should be analysed and addressed promptly.

4.All the Ministries/Departments are requested to bring the above instructions to the notice of the all concerned under their administrative control for compliance.

Sd/-
(Naresh Bhardwaj)
Deputy Secretary to the Govt. of India

Signed Copy

Filed Under: Central Government Employees News

Also Read

Extension of Time-limit for exercise of Option for fixation of pay on Promotion

Extension of Time-limit for exercise of Option for fixation of pay on Promotion

September 8, 2023 By pcadmin Leave a Comment

Extension of Time-limit for exercise of Option for fixation of pay on Promotion Message: GoI, MoD, DMA letter No 1(20)/2017-D(Pay/Services)- Part-I dated 18/08/2023 read with in conjunction to MoF/DoE, New Delhi OM No.4-21/2017IC/E-IIIA dated 15/04/2021*, wherein the time limit for … [Read More...] about Extension of Time-limit for exercise of Option for fixation of pay on Promotion

Submission of claims for reimbursement of Children Education Allowance

Submission of claims for reimbursement of Children Education Allowance: DOPT ORDER

September 8, 2023 By pcadmin Leave a Comment

Submission of claims for reimbursement of Children Education Allowance: DOPT ORDER A-27012/01/2022-Estt.(AL)Government of IndiaMinistry of Personnel, P.G. & Pensions(Department of Personnel & Training) Old JNU Campus, New Delhi.Dated 25 August, 2023 OFFICE MEMORANDUM Subject: … [Read More...] about Submission of claims for reimbursement of Children Education Allowance: DOPT ORDER

AICPIN for the month of July 2023

AICPIN for the month of July 2023

September 1, 2023 By pcadmin Leave a Comment

AICPIN for the month of July 2023 GOVERNMENT OF INDIAMINISTRY OF LABOUR & EMPLOYMENTLABOUR BUREAU Shram Bureau Bhawan, Block No. 2,Institutional Area, Sector 38 (West),Chandigarh — 160036Dated: 31st August, 2023 F.No. 5/1/2021-CPI Press Release Consumer Price Index for Industrial … [Read More...] about AICPIN for the month of July 2023

CCS (LTC) Rules, 1988 - Modifications in the LTC instructions.

CCS (LTC) Rules, 1988 – Modifications in the LTC instructions.

August 15, 2023 By pcadmin Leave a Comment

CCS (LTC) Rules, 1988 - Modifications in the LTC instructions. F.No. 31011/17/2023-Estt.A-IVGovernment of IndiaMinistry of Personnel, Public Grievances & PensionsDepartment of Personnel & TrainingPers. Policy (A-IV) North Block, New Delhi.Dated: 10th August, 2023 OFFICE … [Read More...] about CCS (LTC) Rules, 1988 – Modifications in the LTC instructions.

Reverting to Old Pension Scheme : Lok Sabha QA

Reverting to Old Pension Scheme : Lok Sabha QA

August 7, 2023 By pcadmin Leave a Comment

Reverting to Old Pension Scheme : Lok Sabha QA GOVERNMENT OF INDIAMINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS(DEPARTMENT OF PENSION & PENSIONERS’ WELFARE) LOK SABHAUNSTARRED QUESTION NO. 2171(TO BE ANSWERED ON 02.08.2023) REVERTING TO OPS 2171. DR. A. CHELLAKUMAR:SHRI … [Read More...] about Reverting to Old Pension Scheme : Lok Sabha QA

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Primary Sidebar

All About Pension

All about Pension

Latest DOPT Orders

Submission of claims for reimbursement of Children Education Allowance: DOPT ORDER

CCS (LTC) Rules, 1988 – Modifications in the LTC instructions.

Karmayogi Guidelines 2023: Guidelines for Civil Servants

Instructions on Timely submission of Annual Immovable Property Return by the members of Central Civil Service/Posts

Status of Cadre Review proposals as on 17th July 2023

Latest Finmin Orders

CGEGIS Tables of Benefits from July to September 2023

Revised guidelines for the purchase of laptops/notebooks for eligible officers

Date of next increment under Rule 10 of CCS (RP) Rules, 2016 – FINMIN

New development in Pension Module for PAOs in PFMS Portal

CGEGIS 1980 – Tables of Benefits for the savings fund for the period from 01.04.2023 to 30.06.2023.

Latest Railway Orders

Grant of notional increment (as due on 1st July) for the pensionary benefit

Grant of notional increment for the pensionary benefits

Disbursement of Railway Pension through Private Sector Banks

Dearness Relief to Railway pensioners from Jan 2023

State Railway Provident Fund Interest Rate from April 2023 to June 2023

Categories

Copyright © 2023