Rules, Rights & Rites -128
I usually post all important items related to official rulings, union news, and other general matters on my YouTube channels: Yourskayveeyes (English) and Anbudan Kayveeyes (Tamil).
However, due to the recent spate of orders and the high volume of information being received, I have not been able to convert every item into a video. Therefore, I am introducing these new slots to post current matters and updates that have not yet been published on YouTube. This ensures you stay informed on every detail, even if a video hasn't been made yet …………….Kayveeyes
Guidelines for Redressal of Pensioners' Grievances
• The Department of Pension and Pensioners' Welfare, provides comprehensive guidelines for the sensitive, accessible, and meaningful redressal of Central Government Pensioners' grievances filed on the Centralized Pension Grievances Redress and Monitoring System (CPENGRAMS) Portal.
• The guidelines aim to further improve the redressal time and satisfaction level, based on the Department's review of the CPENGRAMS system.
• Grievances of a monetary nature should not be closed until the actual payment has been made to the pensioner.
• The Action Taken Report (ATR) must include the payment calculation sheet, wherever applicable, and proof of payment to ensure transparency.
• Whenever details or documents are required from the pensioner, they should be sought either through the Postal directly by opting for the facility "Clarification/Supplementary Information sought from the Complainant" or via post or mail.
• In these communications, a timeline should be mentioned for compliance from the side of the complainant. A copy of the letter asking for these details should be attached to the portal.
• Closure of the case should only happen after providing sufficient time to the Complainant for submitting the required documents.
• Pension grievance redressal often requires coordinated action from multiple stakeholders in a sequential manner.
• If further action is to be taken by another office, the grievance should be forwarded to that office on the portal, in addition to sending the physical file.
• If the portal does not have a direct facility for redirecting, the grievance must be returned to the Department of Pension & Pensioners' Welfare (DoPPW) on the portal for onward transmission.
• Any physical copy of the reference/communication sent by an office or authority that is not mapped on CPENGRAMS must have the physical copy of the sent reference uploaded on the portal to ensure tracking of the case.
• The copy of reminders issued should also be uploaded to ensure transparency and accountability.
• Repeated inter-organizational communications on similar issues/queries that lead to delayed redressal of grievances must be curtailed.
• Existing SOPs or Check-lists must be reiterated and strictly enforced to prevent seeking "piece-meal and irrelevant information". This will reduce avoidable movements of the case file and improve the redressal time.
• CPENGRAMS provides real-time data related to the movement of grievances on the portal.
• The Nodal officer must ensure that prolonged parking of the case with a particular GRO is checked and dissuaded through periodic and regular monitoring.
(DOP & PW OM No. 14/14/2025-P&PW(Coord)E-11151 dated 30.10.2025)
Post a Comment