Comprehensive Guidelines for Central Government Pensioners’ Grievances: New Reforms on CPENGRAMS Portal
OM No. F-No-14/12/2023-P&PW (CPEN)-9012
The Department of Pension and Pensioners’ Welfare (DOPPW) has recently revised its guidelines to make the Centralized Pension Grievances Redress and Monitoring System (CPENGRAMS) more effective, following directions from the Hon’ble Prime Minister as conveyed through Cabinet Secretary’s DO No. 1/28/2/2024-Cab. dated 01.07.2024. These changes aim to improve the sensitivity, accessibility, and meaningfulness of the pension grievance redressal system. Here’s an overview of the key updates:
1. Strengthening Grievance Redressal: Role of Grievance Redressal Officers (GROs)
Grievances should be resolved using a “whole of the Government approach.” If a Grievance Redressal Officer (GRO) receives a complaint that does not pertain to them, they must forward it to the appropriate GRO. If they are unsure, the grievance should be sent to the Nodal Public Grievance Officer (PG Officer), who will take the necessary steps. It is crucial to note that no grievance should be dismissed without offering a final outcome to the applicant.
For monetary grievances, the Action Taken Report (ATR) must include the Unique Transaction Reference (UTR) number on the CPENGRAMS Portal. Non-monetary grievances should include supporting documents such as Pension Payment Order (PPO), letters, or emails.
2. Nodal Public Grievance Officers’ Responsibilities: A Focus on Root Cause Analysis
Nodal PG Officers must conduct monthly reviews of pending grievances and ensure they are resolved within the specified time limit (as per para 2C(ii) of this OM). By analyzing the patterns of complaints, they can address the root causes and take corrective measures regarding policies, people, and procedures.
For tracking applicant feedback and implementing necessary improvements, PG Officers should visit the CPGRAMS feedback portal (https://pgportal.gov.in/ccfeedback).
3. Speedy Grievance Resolution: The 21-Day Timeline
In recent years, reforms and technology have significantly reduced the average time taken to resolve pension-related grievances. Ministries and Departments are now encouraged to settle grievances within 21 days. In cases where more time is needed, an interim reply must be uploaded on the CPENGRAMS Portal, stating the reason for the delay and the expected resolution timeline.
4. Appeals Process: Ensuring Fair Review
After the closure of a grievance, pensioners can file an appeal within 30 days if they are dissatisfied with the resolution. The Appellate Authority must respond to these appeals within 30 days, providing a clear explanation and attaching relevant documents.
5. Handling Physical Grievances: Transitioning to Digital Monitoring
Physical complaints submitted to Ministries or Departments should be uploaded to the CPENGRAMS Portal for better tracking and monitoring. Pensioners seeking guidance on filing grievances online can refer to the detailed instructions provided in the “Help” section on the CPENGRAMS Portal (https://pgportal.gov.in/pension/Help.aspx).
Below is the OM
