Central Government Pensioners' Grievance Redressal Guidelines - CPENGRAMS Portal

🏛️ New Guidelines for Central Government Pensioners' Grievance Redressal on CPENGRAMS Portal

The Department of Pension and Pensioners' Welfare (DoPPW) has issued two important Office Memorandums dated 30th October 2025 regarding comprehensive guidelines for sensitive, accessible, and meaningful redressal of Central Government Pensioners' grievances on the CPENGRAMS Portal. These guidelines aim to improve the quality and speed of grievance resolution for pensioners.

📌 About CPENGRAMS

The Centralized Pension Grievances Redress and Monitoring System (CPENGRAMS) is a dedicated portal for addressing pension-related grievances of Central Government pensioners. While the average redressal time and satisfaction levels have improved, the Department has identified areas requiring further enhancement through updated guidelines.

✅ Key Guidelines for Qualitative Redressal

1. Monetary Grievances

Grievances involving monetary matters must not be closed until actual payment has been made to the pensioner. The Action Taken Report (ATR) should include:

• Proof of payment
• Calculation sheet (wherever applicable) to ensure transparency

2. Document Requirements from Pensioners

When additional details or documents are required from pensioners, authorities should:

• Seek information through the Portal's facility: 'Clarification/Supplementary information sought from the Complainant' or via postal/email communication
• Mention specific timelines for compliance
• Attach a copy of the letter requesting details on the portal
• Provide sufficient time to the complainant before considering case closure

3. Coordinated Action Among Offices

Since pension grievance redressal requires coordinated action from multiple stakeholders:

• Forward grievances to the concerned office on the portal along with the physical file
• If direct routing facility is not available on the portal, return the grievance to DoPPW for onward transmission
• Maintain proper tracking of all communications

4. Action by Unmapped Offices

When action is required from an office or authority not mapped on CPENGRAMS:

• Upload a physical copy of the reference on the portal
• Upload copies of reminders issued to ensure transparency and accountability
• Maintain proper documentation for tracking purposes

⚡ Guidelines for Expeditious Redressal

1. Reducing Unnecessary Communications

• Strictly enforce existing Standard Operating Procedures (SOPs) and checklists
• Avoid seeking piecemeal and irrelevant information
• Reduce avoidable movement of case files among organizations
• Prevent repeated inter-organizational communications on similar issues

2. Real-Time Monitoring

• Nodal officers must utilize CPGRAMS real-time data for tracking grievance movement
• Check and discourage prolonged parking of cases with particular Grievance Redressal Officers (GROs)
• Conduct periodic and regular monitoring

⚖️ Strengthening of Appellate Mechanism

The Department has also issued specific guidelines to strengthen the appellate mechanism for pension grievances:

1. Time Limit for Appeal Disposal

All appeals must be disposed of within the prescribed time limit of 30 days from the date of receipt. Any delay should be:

• Duly justified
• Monitored by concerned authorities

2. Independent Examination

The Appellate Authority must:

• Independently examine each appeal on its merits
• Not merely endorse the views of the Grievance Redressal Officer (GRO)
• Seek comments/information/enquiry from GRO or other concerned authorities in a time-bound manner when required
• Avoid the tendency of merely issuing directions to GRO and disposing appeals

3. Speaking Orders

Each appeal must be disposed of through a Speaking Order that clearly states:

• Brief facts of the case
• Issue(s) raised by the appellant
• Rationale for the decision taken

This ensures transparency and accountability in the appeal process.

4. Periodic Review

Concerned Ministries/Departments/Organizations must:

• Conduct periodic reviews of quality and pendency of appeals on CPENGRAMS
• Take corrective measures for timely and proper disposal
• Monitor appeal resolution effectiveness

👥 Who Should Follow These Guidelines?

These comprehensive guidelines are addressed to:

1. Nodal Appellate Authorities of all Ministries/Departments
2. Nodal Public Grievance Officers of all Ministries/Departments
3. All organizations handling Central Government pension matters

💡 Significance for Pensioners

These updated guidelines demonstrate the government's commitment to:

• Faster resolution of pension-related grievances
• Better quality of responses and solutions
• Greater transparency in the grievance redressal process
• Improved accountability of officials handling pension matters
• Effective appellate mechanism for fair redressal

📄 Official Document Details

These guidelines have been issued with the approval of the Competent Authority and are effective immediately.

📥 Download Official Documents

Access the complete guidelines and appellate mechanism documents from the official DoPPW website:

📄 Download Guidelines PDF 📄 Download Appellate Mechanism PDF

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📝 Important Note: Central Government pensioners facing grievance redressal issues are encouraged to utilize the CPENGRAMS portal. With these enhanced guidelines, the system is expected to provide more efficient and satisfactory resolution of pension-related concerns. For more information, visit the official Department of Pension and Pensioners' Welfare website.

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