The Department of Pension and Pensioners’ Welfare beneath the Ministry of Personnel, Public Grievances and Pension has lately released suggestions for timely and qualitative disposal of Pensioners’ Grievances. The Department of Pension & Pensioners’ Welfare (DoPPW) has in spot a single window interface for all Central Government pensioners to register their grievances pertaining to any of the Central Government Ministry/Department/Organisation.
Such grievances are later forwarded on line to the concerned Ministry/Department/ Organisation for redressal by means of the Centralized Pension Grievances Redress And Monitoring System (CPENGRAMS) Portal.
Though time and once more certain suggestions/guidelines have been issued to the Ministries, DoPPW has released the guidelines/suggestions 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 market fantastic governance and to make sure that the pensioners /family pensioners get their rightful entitlements.
Guidelines for redressal of grievances
i. In accordance with the Central Civil Services (Pension) Rules, 1972, every single workplace is accountable for pension sanction, revision and payment of retirement added benefits to its workers. Therefore, every single grievance associated to pension and other retirement added benefits shall be redressed by the concerned workplace from exactly where the employee retired or served prior to his/her death.
ii. Every grievance shall be disposed of inside the ambit of extant guidelines. In case of a grievance falling outdoors the ambit of guidelines, 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 soon after its final resolution. If a grievance pertains to subordinate/attached workplace, the case could be forwarded by the Ministry/ Department to the concerned workplace but it ought to not be closed till final action is taken.
The duty lies with the concerned Ministry/ Department to stick to up the matter with subordinate/attached units for final resolution. Every Nodal Officer ought to undertake a weekly overview 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 workplace could get in touch with the concerned pensioner on the mobile quantity or e-mail as offered in the CPENGRAM Portal in order to make sure speedy and satisfactory disposal of grievances.
vi. Ministry/Department/Organization shall dispose of the grievances soon after indicating that it is ‘Accepted’ or ‘Rejected’ or ‘Partially Accepted.’ In case grievance is disposed of in favour of pensioner, the selection ‘Accepted’ shall be indicated. In other instances, a speaking order shall be passed providing causes for rejection/partial acceptance and also uploaded in the portal.
vii. Re-registered instances ought to be disposed of by Appellate Authorities nominated in every single Ministry/Department/Organization for the goal.
viii. Ministries/Departments/Organisations shall determine core grievance prone regions and streamline their systems to remove root trigger of grievances. Cases delayed beyond the dead-line ought to be analysed and addressed promptly.