In a bid to improve the manner in which grievances of central government pensioners are processed, the Center has issued new guidelines.

The new guidelines, issued by the Department of Pensions and Pensioners’ Welfare, Ministry of Personnel, Public Grievances and Pensions, aim to make the complaints process more sensitive, accessible and efficient, according to an Office memorandum .

The guidelines were introduced in response to comments by Prime Minister Narendra Modi and are designed to improve the existing grievance redressal system on the CPENGRAMS portal.

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Highlights of the new guidelines:

Grievance Resolution Officers (GROs) must ensure that all complaints are handled properly. If a grievance is not related to their department, they should quickly redirect it to the right officer instead of dismissing it. No grievance shall be closed without a final resolution for the complainant.

Nodal officers will review pension-related complaints monthly to ensure speedy resolution. They will also analyze complaint trends and work on solutions to prevent similar issues from occurring in the future.

The government aims to resolve pension grievances within 21 days. If more time is needed, applicants will receive an interim response explaining the deadline and expected resolution time.

If a grievance is not satisfactorily resolved, applicants may appeal within 30 days. Appeals will be resolved within 30 days and applicants will receive a detailed response.

Complaints submitted in physical form must be uploaded to the CPENGRAMS portal to ensure that they are properly tracked. Tips for submitting grievances online are available in the help section of the portal.

These guidelines are expected to streamline the claims process for retirees, making it easier for them to receive the support they need.