In an effort to improve how grievances from central government pensioners are handled, the Centre has issued new guidelines.
The new guidelines, issued by the Department of Pension and Pensioners’ Welfare, Ministry of Personnel, Public Grievances & Pensions, are aimed at making the complaint process more sensitive, accessible and effective, according to an Office Memorandum.
The guidelines have been introduced in response to feedback from Prime Minister Narendra Modi and are designed to enhance the existing grievance redressal system on the CPENGRAMS Portal.
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Key highlights of the new guidelines:
Grievance Redressal Officers (GROs) must ensure that all complaints are addressed properly. If a grievance is not related to their department, they should quickly redirect it to the correct officer instead of dismissing it. No grievance should be closed without a final resolution for the applicant.
Nodal Officers will review pension-related complaints monthly to ensure timely resolution. They will also analyze trends in complaints and work on solutions to prevent similar issues in the future.
The government aims to resolve pension grievances within 21 days. If more time is needed, applicants will receive an interim response explaining the delay and expected resolution time.
If a grievance is closed unsatisfactorily, applicants can appeal within 30 days. The appeals will be resolved within 30 days, and applicants will receive a detailed response.
Complaints submitted in physical form must be uploaded to the CPENGRAMS Portal to ensure they are tracked properly. Guidance for submitting grievances online is available on the portal’s help section.
These guidelines are expected to streamline the grievance process for pensioners, making it easier for them to receive the support they need.
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