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Thursday, 31 May 2018

Monitor the disposal of Grievances on daily basis and ensure settlement of all grievances on priority and maximum within 30 days : CPAO instruction to all CPPCs

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Monitor the disposal of Grievances on daily basis and ensure settlement of all grievances on priority and maximum within 30 days : CPAO instruction to all CPPCs
केन्द्रीय पेन्शन एवं लेखा कार्यालय, नई दिल्ली ने पेन्शनधारियों के शिकायतों के त्वरित निबटारे हेतु सभी केन्द्रीय पेन्शन प्रोसेसिंग केन्द्रों के कार्यालय प्रधानों को पत्र लिख कर उनसे शिकायतों के दैनिक आधार पर अनुवीक्षण करने एवं सभी शिकायतों का निबटारा प्राथमिकता के आधार पर अधिकतम 30 दिनों के अन्दर करने हेतु निवेदन किया है।


CPAO/IT&Tech/Single Window Service/54/2018-19/33

Office Memorandum
Subject: Grievance Redressal and Monitoring System of CPAO for Banks. 
Quick disposal of grievances of pensioners has been on top priority of CPAO. For this purpose, a Grievance Cell is already functioning in CPAO and grievances received through different modes are settled by it. So far, grievances not pertaining to CPAO directly but involving other agencies were being forwarded for final disposal to the concerned agency i.e. Bank, PAO for necessary action. 
2. In order to track/monitor of disposal of such grievances, CPAO has developed Grievance Redressal and Monitoring System: a facility of online transfer of grievances on the login of the concerned authority directly from the (IBM) website for early disposal and update thereon. As such, Heads of the CPPC and Heads of Government Business Department of the banks would be in a position to monitor the disposal of the grievances in time-bound manner and intimate the CPAO about the disposal to enable it to show the final disposal of the grievance on its website for pensioner’s information. 

3. This system was communicated to all the Heads of CPPCs and Govt. Business Deptt. attaching therewith their User ID and password for using this facilities vide this office OM No. CPAO/IT & Tech/Single Window Service/54/2016-17/88 dated- 20.07.2016 (copy enclosed). The process of handling the grievances by banks is available at 

4. During the review of the Grievance redressal Monitoring System. It has come to notice that there is huge pendency against the Banks and in some cases the pendency is beyond 90 days (copy enclosed).
5. Keeping in view the above circumstances all Heads of CPPCs and Govt. Business Departments are requested to monitor the disposal of grievances on daily basis and to ensure that all grievances received from CPAO are settled on priority and maximum within 30 days of their receipt and the status updated on the facility provided on CPAO website. 

In case of any difficulty in using this facility, Sh. Davinder Kumar, Sr. Technical Director, Telephone No. 011-26175099, email - may be contacted. 

This issues with the approval of Competent Authority.

Encl:- As above

(Praful Dabral)
Sr. Accounts Officer (IT & Tech)
Ph No.011-26166758


1. Heads of CPPCs of all Banks.
2. Heads of Government Business Division of all Banks. 


Source: CPAO (click to view/download pdf)

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