In good news for central government pensioners, the Center has issued guidelines to address pension-related grievances. The new guidelines, issued by the Department of Pension and Pensioners Welfare, Ministry of Personnel, Public Grievances and Pensions, aim to make the grievance process more responsive, accessible and effective.
Notably, the Center issued the guidelines in response to Prime Minister Narendra Modi’s comments and are designed to improve the existing grievance redressal system on the CPENGRAMS Portal.
As per the guidelines, the Grievance Redressal Officers (GRO) will ensure that all complaints are properly addressed. and in case a complaint is not related to their department, they should quickly redirect it to the correct officer instead of dismissing it.
The Center said no complaint should be closed without a final resolution to the applicant.
Additionally, Nodal Officers will review pension related complaints every month to ensure timely resolution.
Additionally, they will also analyze trends in complaints and work on solutions to avoid similar problems in the future.
The central government aims to resolve pension complaints within 21 days and, if more time is needed, applicants will receive an interim response explaining the delay and expected resolution time.
The Center hopes that these guidelines will simplify the complaints process for pensioners, making it easier for them to receive the support they need.
If they are not satisfied with the grievance redress, applicants may file an appeal against their grievance redress within 30 days of its closure.
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