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

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

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

CPAO/IT&Tech/Single Window Service/54/2018-19/33
28.05.2018 
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
http://cpao.nic.in/pdf/Bank_grv.pdf. 
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).
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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 –
kumar.davinder@nic.in 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
To,
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1. Heads of CPPCs of all Banks.
2. Heads of Government Business Division of all Banks. 
cpao-grievance-pending-report
Source: CPAO (click to view/download pdf)
[https://cpao.nic.in/pdf/GRV_redressal_for_bank.pdf]
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