New Delhi: The Centre has asked all its departments to strive to redress pensioners’ grievances within 21 days, according to an official statement issued on Wednesday.
In the cases where redressal of grievances requires more time, an interim reply may be furnished, it said.
The central government has issued comprehensive guidelines after reviewing its pensioners’ grievance redressal mechanism, i.e., Centralized Pension Grievances Redress and Monitoring System (CPENGRAMS), a portal.
The guidelines envisage expeditious and efficient redressal of the grievances, said the statement issued by the Personnel Ministry.
“Ministries/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,” read one of the highlights of the comprehensive guidelines for handling central government pensioners’ grievances.
The grievance shall be redressed under ‘whole of the government approach’, it said.
In no case, grievance shall be closed summarily by stating, ‘it does not pertain to this office’, the statement said.
The grievance shall not be closed without its conclusive redressal and the Action Taken Report (ATR) should be filled in with the supporting information and documents at the time of closure of grievance, it added.
“Ministries/departments shall undertake monthly review of pension related grievances, pending on the portal to ensure the qualitative redressal of grievances within the prescribed time limit,” the statement said.