Retired Government staff get toll-free helpline for Pension complaints

June 22, 2019:

Retired employees of the central government can now lodge their pension-related grievances by simply calling the toll-free number 1800-11-1960, in addition to using existing modes such as post, online, mobile app and email.

Inaugurating the Integrated Grievance Cell & Call Centre for pensioners set up by the department of pension & pensioners' welfare (DoPWW) in New Delhi on Thursday, junior minister for personnel Jitendra Singh said the initiative was one of the department's "big announcements" in the first 100 days of Modi government 2.0. The call centre will make life easier for pensioners, he said, adding that it will also help in value addition to the entire process as the pensioners will provide inputs & suggestions for improving the system.

Before registering the grievance in the Centralised Pension Grievance Redress & Monitoring System (CPENGRAMS) - which now has a dedicated cell located at Janpath Bhavan in the Capital - the pensioners welfare executive will try to address the query of the aggrieved pensioner. If needed, the call will be transferred to a senior officer of DoPWW, for a personalised touch.

DoPWW began the trial run for the call centre on May 31, during which it received 70-100 calls per day. Pensioners welfare executives have been registering the grievances or providing updates on the status of those already registered.

When the pensioner calls, his/her query/grievance will be noted in 100 words after the call so that he/she need not explain the grievance again. The status of the grievance can be instantly traced through mobile number of the pensioner or PPO number, & communicated to him/her. The centre will also pressure departments to resolve problems of the elderly, said Singh.

Source Link