IMPORTANT GOVT ORDERS WITH GIST OF CONTENTS 4
Grievance Redressal System:
The Department of Pension & Pensioners' Welfare
uses the CPENGRAMS web application for online grievance redressal.
However, there are concerns about delays
in addressing these grievances by various Ministries/Departments.
Timelines:
Acknowledgement: Acknowledgement of
receipt of a grievance must be sent within three days of its receipt.
Redressal: The grievance itself should be
redressed within two months of its receipt.
Interim Reply: If an immediate reply is
not possible, an interim reply should be given to the applicant.
Action Required:
Ministries/Departments are requested to:
Fix timelines for timely redressal of
grievances.
Sensitize regional offices and field
officers about the importance of timely grievance redressal.
Submit a detailed report on the action
taken to implement these guidelines.
In essence, the document emphasizes the need for
timely and efficient grievance redressal to ensure the well-being of
pensioners.
As per
software developed for monitoring of Pension related grievances, all on-line
grievances of pensioners are being fed through web application CPENGRAMS
available in the Pensioners' Portal maintained by Department of Pension &
Pensioners' Welfare and the same are forwarded online to the concerned
Ministries/ Departments/ Organizations for their redressal. It has, however,
been felt that timely action is not being taken by various Ministries/
Departments/ Organizations for redressal of grievances and same remain pending
for unduly long periods. There is thus
need to emphasis upon the concerned officers dealing with these grievances in
your Department for taking timely action on the grievances of pensioners so
that unnecessary delays could be avoided.
The regional offices and field officers, wherever they exist also need
to be sensitized in this regard accordingly.
2. Any
grievance redress system would be failing in its primary purpose of the minimum
courtesy of acknowledging receipt of a complaint is not observed. As per the guidelines issued by
Administrative Reforms and Public Grievances vide its Office Memorandum No.
K15011/1/2006-PG, dated 22nd May, 2006, and acknowledgement has to be sent
immediately and at the most within a period of three days of the receipt of the
grievance and the grievance itself should be redressed within a maximum period
of two months of its receipt. Cases where it is not possible to give immediate
reply, an interim reply should be given to the applicant. An immediate action by the concerned
Ministries/ Department/ Organizations will be steps towards pensioners' welfare
and will go a long way in ameliorating the hardships of Pensioners. Further, in case it is not feasible to accede
to the request made in the petition, a reasoned reply may be issued to the
aggrieved citizen within this stipulated time limit.
3. As already
requested earlier vide this Department's letters No. 41/30/2011-P&PW(C)
dated 13.01.2012 and 15.10.2012, you are once again requested to fix the
time-line for timely redressal of grievances as per the guidelines issued by
Department of AR&PG. A detailed report on the action taken for
implementation of these guidelines may also please be sent to this Department.
(DOP
& PW No. 55/20/2012-P&PW(C) dated 18.02.2013)
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