Parliamentary panel recommends faster disposal of pensioners complaints

The 110th report (Rajya Sabha Secretariat) of the Department Related Parliamentary Standing Committee (DRPSC) on Personnel, Public Grievances, Law and Justice on "Pensioner's Grievances – Impact of Pension Adalats and Centralized Pensioner Grievance Redressal and Monitoring System (CPENGRAMS)" has expressed concern that, on average, 20% of grievances are not resolved within the stipulated time limit of 45 days and 30 days in the case (80 years and above).

CPENGRAMS is a web-based system that helps various Central Government Ministries, Departments, and Organizations handle pension-related problems swiftly.

"The Committee has advised that all Ministries/Departments of Central Government identify core grievance-prone areas, streamline their procedures accordingly, and address grievances within the required time limit," according to an office memorandum released on April 4, 2022.

" Each Ministry/Department should be responsible for coordinating with its Attached/Subordinate/Autonomous organisations for the resolution of grievances within the prescribed time limit of 45 days in the case of pensioners and 30 days in the case of family pensioners and super senior pensioners" (80 years and above). Starting in the second quarter of 2022 (i.e. 1st July/1st October/1st January/1st April), a detailed action taken report will be issued to DoPPW on a quarterly basis, according to the memorandum.

Ministry/departments should also ensure accountability of government officials dealing with pensioner grievances, as recommended by the DRPSC in its 113th Report and take administrative action against officials who are routinely responsible for delayed action or summary disposition of grievances without qualitative action.