The Centre has issued fresh guidelines urging all its departments to resolve pensioners’ grievances within 21 days, according to an official statement released on Wednesday.
The Ministry of Personnel, Public Grievances and Pensions has set out these new regulations as part of a review of its Centralised Pension Grievances Redress and Monitoring System (CPENGRAMS).
In cases where the resolution requires more time, the guidelines stipulate that an interim reply must be provided through the CPENGRAMS portal, the statement said.
These measures are aimed at ensuring expeditious and efficient handling of complaints from pensioners, according to the Personnel Ministry.
The ministry emphasised that grievances should be addressed using a ‘whole of government’ approach.
"Ministries and departments should strive to redress the pensioners’ grievances within 21 days. In the cases where redressal of the grievances requires longer time, an interim reply may be furnished on the portal," the statement read.
Under the new rules, grievances cannot be closed summarily by simply stating that "it does not pertain to this office." The guidelines require that all grievances must reach a conclusive resolution, and an Action Taken Report (ATR), supported by relevant documents, must be submitted at the time of closure.
Departments have been directed to undertake monthly reviews of pension-related grievances still pending on the portal, to ensure that they are addressed qualitatively and within the prescribed timeframe.
Comprehensive review
The Personnel Ministry's directive follows a thorough review of the CPENGRAMS portal, which serves as the government’s centralised system for handling complaints from retired personnel.
The guidelines focus on ensuring quicker redressal of grievances while enhancing the overall quality of service to pensioners.
The ministry has also asked nodal public grievance officers in various departments to analyse trends in the grievances they receive and conduct root cause analysis to prevent recurring issues.
According to the guidelines, applicants can file an appeal against the handling of their grievance within 30 days of its closure.
This appeal must be resolved within another 30 days by the designated Appellate Authority. Additionally, a speaking order, attaching any relevant documents, is to be issued, providing transparency and clarity to the aggrieved party.
The guidelines also state that any grievance filed in physical form with a ministry or department should be uploaded onto the CPENGRAMS portal, ensuring that these grievances can be properly monitored and addressed.
Special campaign 4.0
In a separate statement, the Personnel Ministry noted that the Department of Administrative Reforms and Public Grievances (DARPG) is on track to achieve 100% progress in its Special Campaign 4.0, aimed at institutionalising cleanliness (Swachhata) and reducing pendency in government offices.
This campaign, which focuses on digitisation, improving office spaces, timely scrap disposal, record preservation, inclusivity, and environmental activities, is expected to run until 31 October 2024.
DARPG has already addressed 800 public grievances as part of its efforts to improve service delivery and public satisfaction, according to the statement.
The department has also adopted artificial intelligence (AI)-enabled tools to enhance the tracking and resolution of complaints through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS). These innovations have reportedly improved both the speed and accuracy of grievance handling, the ministry said.
As part of its drive to streamline office operations, DARPG has initiated a weeding process for outdated files, marking a key step in improving record management.
Over 4,100 files have been reviewed so far, with 800 identified for weeding or closure. These files were deemed outdated, irrelevant, or redundant, and have been cleared out accordingly, helping to declutter office spaces and improve efficiency.
Focus on sustainability
The special campaign has placed particular emphasis on sustainability, including the promotion of environmentally friendly e-waste disposal mechanisms. Outdated files, redundant materials, and unused office equipment have all been systematically disposed of.
The statement said DARPG earned ₹67,625 from the disposal of electronic waste (e-scrap), while clearing approximately 110 square feet of office space in the process. This initiative has helped enhance the organisation and efficiency of office premises.
With the campaign set to continue until the end of October, the DARPG aims to intensify its efforts to improve cleanliness, reduce government office pendency, and continue its drive towards better record management and office efficiency.
The statement concluded by reiterating the government’s commitment to improving service delivery for the public, particularly for pensioners, and ensuring that grievances are handled in a timely and transparent manner.
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