New Delhi, Oct 16: The central government has directed all its departments to strive to resolve pensioners’ grievances within 21 days, according to an official statement released on Wednesday. In cases where more time is required, an interim reply must be provided.
The comprehensive guidelines, issued after reviewing the Centralized Pension Grievances Redress and Monitoring System (CPENGRAMS), emphasize efficient and timely grievance redressal. The Personnel Ministry’s statement highlights that grievances should be handled with a “whole of government” approach, ensuring they are not dismissed summarily and resolved conclusively with an Action Taken Report (ATR).
Departments are required to conduct monthly reviews of pending grievances to ensure their resolution within the prescribed timeframe. Nodal grievance officers must also analyze trends and address root causes of recurring issues.
Additionally, the guidelines allow pensioners to appeal a grievance closure within 30 days, and the appeal must be resolved within 30 days by the Appellate Authority, with a detailed explanation attached.
In a separate statement, the Department of Administrative Reforms and Public Grievances (DARPG) reported its progress in the ongoing Special Campaign 4.0, which aims to enhance office efficiency, cleanliness, and reduce pendency. By mid-October 2024, the campaign had resolved 800 public grievances and digitized office records, contributing to improved service delivery.
As part of the campaign, DARPG has also cleared outdated files and disposed of electronic waste, earning Rs 67,625 and freeing up 110 square feet of office space. The campaign, which runs until October 31, 2024, continues to promote sustainability, inclusivity, and enhanced efficiency across government offices
