Central Government Releases New Guidelines for Addressing Pensioners’ Grievances

The Central Government has issued new guidelines to enhance the Pensioners’ grievance redressal mechanism, specifically the Centralized Pension Grievances Redress and Monitoring System (CPENGRAMS). This initiative aims to make the system more sensitive, accessible, and meaningful, aligning with the Prime Minister’s vision.

The guidelines focus on expediting and efficiently addressing grievances, reflecting the Government of India’s citizen-centric approach. Here are the key highlights:

1. Timely Redressal: Ministries and departments must strive to resolve pensioners’ grievances within 21 days. If a longer resolution period is necessary, an interim response should be provided on the portal.
2. Whole of Government Approach: Grievances must be addressed through a comprehensive approach. No grievance should be closed simply by stating it does not pertain to that office. This ensures that all concerns are appropriately considered.
3. Conclusive Resolution: Grievances cannot be closed without a thorough resolution. An Action Taken Report (ATR) must accompany the closure, complete with supporting documents and information.
4. Monthly Reviews: Ministries and departments are required to conduct monthly reviews of pension-related grievances pending on the portal. This will help ensure grievances are addressed within the established time frame.
5. Trend Analysis: The Nodal PG Officer will analyze grievance trends and conduct root cause analyses. This will help identify underlying issues and reduce the incidence of grievances.
6. Appeal Process: Applicants can appeal the redressal of their grievance within 30 days of its closure. The Appellate Authority must resolve these appeals within 30 days and provide a detailed order with any relevant documents.
7. Monitoring Physical Applications: Grievance applications submitted in physical form must be uploaded onto the CPENGRAMS portal. This ensures better tracking and monitoring of all grievances.

These guidelines represent a significant step toward improving the redressal mechanism for pensioners, ensuring their concerns are handled with care and efficiency. By enhancing the process, the government aims to foster trust and provide timely support to its pensioners. This commitment reflects a broader initiative to strengthen the overall governance framework and prioritize citizen welfare.