The new guidelines, issued by the Department of Pension and Pensioners’ Welfare, Ministry of Personnel, Public Grievances & Pensions have been aimed at rendering the complaint filing process more sensitive, accessible and efficient.
In a piece of glad tidings for the Central government pensioners, the Centre has issued guidelines to redress the grievances pertaining to pension. These new guidelines have been issued by the Department of Pension and Pensioners Welfare, Ministry of Personnel, Public Grievances & Pensions in an effort to make the complaint filling process more sensitive and accessible as well as effective.
Significantly, the guidelines have been issued by the Centre after feeding back to Prime Minister Narendra Modi and these are designed to enhance the existing grievance redressal system in the CPENGRAMS Portal.
According to guidelines, GROs are required to ensure that all complaints are being treated appropriately and in case, a grievance is not related to their department, they should rapidly pass it on to the appropriate officer instead of dismissing it.
Centre also said that no grievance should be closed without a final resolution for the applicant.
More, Nodal Officers would every month review pension grievances so that these are resolved in time.
More, they would also analyze the trends of complaints and work for solutions to the similar issues in the future.
Central government is also looking for resolution of pension grievances to be undertaken within 21 days. Even where more time is required the applicant will receive an interim response explaining reasons for such delay and period by when redressal is likely to be given.
The Centre expects that these guidelines would make the grievance process smoother for pensioners; it will make it easier for them to get help in case they need it.
The applicants can file an appeal against the redressal of his grievance within 30 days of its closure if they remain unsatisfied with the grievance redressal.