Centralized Pensioners Grievance Redress and Monitoring System (CPENGRAMS): Transforming Pension Grievance Redressal in 2025

Ensure qualitative redressal of the grievances of Pensioners within 21 days instead of earlier 30 days

Centralized Pensioners Grievance Redress and Monitoring System (CPENGRAMS)

The Centralized Pensioners Grievance Redress and Monitoring System (CPENGRAMS) has emerged as a pivotal tool for addressing the grievances of central government pensioners and family pensioners. On February 13, 2025, the Rajya Sabha discussed the system’s advancements, with responses provided by Dr. Jitendra Singh, Minister of State in the Ministry of Personnel, Public Grievances, and Pensions.

What is CPENGRAMS?

CPENGRAMS is an online grievance redressal portal that streamlines the process of filing, tracking, and resolving pension-related complaints. The platform is designed to improve accessibility and efficiency for pensioners, offering multiple modes of registering grievances:

• Online: Directly on the portal.
• Email and Post: For those who prefer traditional methods.
• Integrated Grievance Cell & Call Centre: Via a toll-free number (1800-11-1960).

Its web-responsive interface ensures easy access across devices, catering to users with varying levels of digital literacy.

Key Improvements in Grievance Redressal

The introduction of CPENGRAMS has addressed some of the common pain points faced by pensioners:

• Simplified Complaint Process: Pensioners can now register grievances easily, track their status online, and receive quicker resolutions.
• Transparency: The system ensures pensioners have real-time updates on their complaints, reducing the frustration of uncertainty.
• Speedy Resolution: The government recently revised the grievance resolution timeline to 21 days, down from 30 days, following a comprehensive review of the system.

Feedback Mechanisms for Quality Control

Feedback plays a crucial role in refining the system. Here’s how CPENGRAMS incorporates feedback:

• Call Centre Outreach: A dedicated feedback call center gathers input from complainants after their grievances are addressed.
• Grading Feature: Pensioners can rate the quality of grievance resolution directly on the portal.
• Policy Adjustments: Feedback has led to significant changes, such as updated guidelines issued on October 16, 2024, emphasizing a “Whole of Government” approach to ensure qualitative grievance redressal.

Government’s Commitment to Implementation

The Ministry of Personnel has demonstrated its commitment to act on feedback. For example:

• Closure Guidelines: As of August 23, 2023, grievances are only closed after ultimate and conclusive redressal to ensure satisfaction.
• Faster Timelines: The reduction in resolution time is a direct result of analyzing feedback and addressing common delays.
• Holistic Approach: The updated 2024 guidelines stress cross-departmental collaboration, ensuring that complex grievances are resolved comprehensively.

A Step Towards Empowering Pensioners

CPENGRAMS represents a significant leap forward in making governance more accessible and transparent for pensioners. With features like real-time tracking, proactive feedback mechanisms, and faster resolutions, the system embodies the government’s efforts to create a more responsive administration.

As the government continues to fine-tune the platform based on user feedback, CPENGRAMS is poised to set a benchmark for grievance redressal mechanisms, empowering pensioners and ensuring their voices are heard.

View the Government Response