GOVERNMENT OF INDIA
MINISTRY OF FINANCE
DEPARTMENT OF EXPENDITURE
CENTRAL PENSION ACCOUNTING OFFICE
TRIKOOT-II, BHIKAJI CAMA PLACE,
NEW DELHI-110066

No. CPAO/ Tech/ Bank Performance/ 37 Vol-III/ 2020-21/ 63

Dated: 08.12.2020

OFFICE MEMORANDUM

Subject – Review of Grievance Mechanism – reg.

Kindly refer to this office e-mail dated 19.11.2020 on the subject mentioned above. In this regard it is submitted that no reply has been received from the CPPC.

2. Therefore, your attention is invited to Para 9.2 of the CPPC guidelines, issued by CPAO in 2012 and updated on 2015, which refers to Grievance Mechanism of the CPPCs and you are once again requested to intimate the following at the earliest:

• Existing grievance redressal mechanism in your CPPC/ Bank for pensioner.
• Nature of general grievances.
• Process for redressal of grievances of pensioners.
• Escalation matrix of grievance.
• Mediums for lodging & redressal of grievance. (website/ phone/ fax/ letter/ personal visit etc.)
• Toll free telephone number for grievance redressal of pensioners, if any.
• In case, the grievance pertains to CPAO or PAO/HoO of Ministry / Department, how it is forwarded to the concerned stakeholder/ handled?
• Whether the link of CPAO’s website is provided on the grievance portal of the CPPC?

CPAO – Holding of Pension Adalats in the month of December, 2020

3. This issues with the approval of Chief Controller (Pensions).

Sd/-
(Neeraj Kulhari)
Dy. Controller of Account

Source: CPAO

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DoPPW – All Pension Disbursing Banks send SMS / Emails to all their pensioners every year on 24 October, 1 November, 15 November and 25 November, informing them to apply their annual Life Certificates by 30 November

Ministry of Personnel, Public Grievances & Pensions

Facility of Life Certificate by banks from the doorstep of the pensioners

30 JAN 2020

The Ministry of Personnel, Public Grievances & Pensions, Department of Pension and Pensioners’ Welfare (DoPPW), has taken a landmark step to make life easier for senior citizens to submit their Annual Life Certificate for continued pension. The Department vide its circular no. 12/4/2020-P&PW(C)- 6300, dated 17.01.2020 has issued directions to all the Pension Disbursing Banks to send SMSs/Emails to all their pensioners on 24th October, 1st November, 15th November and 25th November every year reminding them to submit their Annual Life Certificates by 30th November.

The Department for stricter monitoring in order to ensure that no pensioners are left out, directed all Pension Disbursing Banks to make an exception list as on 1st December every year of those pensioners who fail to submit their Life Certificate and issue another SMS/Email to them for submitting the Life Certificate. The bank in addition will also ask such pensioners through SMS/Email as to whether they are interested in submission of Life Certificate through a chargeable doorstep service, the charge not exceeding Rs.60/-.

The Central Pension Processing Cells (CPPC) of the Pension Disbursing Banks shall now be duty bound to submit a report to DoPPW in the month of January, February & March respectively, indicating the total number of pensioners who have not given their Life Certificate along with a breakup of the Certificates submitted physically and through Digital means.

Also check this : One notional increase for retired employees on 30 June after the completion of 1 year

The above is a landmark step from the side of the Central Government showing due care for pensioners. This step is in addition to the order issued recently dated 18.07.2019 vide which all pensioners age 80 years and above have been given an exclusive window to submit their Life Certificate w.e.f. 1st October every year instead of 1st November every year.

PIB

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GOVERNMENT OF INDIA
MINISTRY OF FINANCE
DEPARTMENT OF EXPENDITURE
CENTRAL PENSION ACCOUNTING OFFICE
TRIKOOT-II, BHIKAJI CAMA PLACE,
NEW DELHI-110066

CPAO/1T&Tech/Bank Performance/37 (Vol III)/2018-19/23

15.05.2018

Office Memorandum

Subiect :- Non-issue of Pension slip by banks.

Attention is invited to para 4.6.6 of CPPC Guidelines issued by CPAO whereby it has been mentioned that “The Home Branch will meet all information needs of the pensioner using the CPPC system. The CPPC software will display on the computer screen, options and view of the details of calculation of pension and its breakup of the pension paid to the pensioner/ family pensioner. The Home Branch will act as intermediary between the pensioner & CPPC and, besides providing accounts statement, provide to the pensioners the TDS, pension slip, the Due and Drawn Statement in respect of each arrear and the Annual Income Statement”.

In view of the above, Heads of CPPCs and Heads of Government Business Divisions of all the authorized banks are requested to strictly adhere to the above mentioned provision of para 4.6.6 of the CPPC guidelines.

This issues with the approval of Chief Controller (Pensions)

Sd/-
(Praful Dabral)
Sr. Accounts Officer (IT & Tech)

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CPAO

GOVERNMENT OF INDIA
MINISTRY OF FINANCE
DEPARTMENT OF EXPENDITURE
CENTRAL PENSION ACCOUNTING OFFICE
TRIKOOT-II, BHIKAJI CAMA PLACE,
NEW DELHI:‐110066
PHONES:26174596,26174456,26174438

CPAO/IT&Tech/Bank Performance/37 Vol III(PF)/2017‐18/191

30.01.2018

Office Memorandum

Subject: Timely commencement of family pension in favour of spouse by banks in the event of death of the pensioners.

Attention is invited to this office OM No CPAO/Tech/Bank Performance/2016‐17/255 dated-27.02.2017 whereby Heads of all the CPPCs and Government Business Divisions of the Banks were advised to Commence the family pension to the spouse immediately on receipt of death certificate of the pensioner,proof of spouse age/date Of birth and under taking of recovery of excess payment latest within a month.

However, analysis of reports prepared in CPAO regarding time taken in conversion of pension to family pension in Favour of spouse of deceased pensioners shows inordinate delay in many cases.The details of these cases are available in CPPC logins http://eppo.nic.in.

In view of the above, Heads of CPPCs and Government Business Divisions of the banks are advised to review the latest position and ensure compliance of the above instructions and submit the status report to CPAO alongwith reasons for delay by 9th February,2018 positively by e‐mail at vijay.cpao@gmail.com.

It is further, requested to give the acknowledgement of receipt of application and death certificate to the Family pensioner regarding commencement of family pension.

(Subhash Chandra)
(Controller of Accounts)
Ph. No. 011-26174809

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

Source: CPAO

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CPAO/IT&Tech/Clarification/13(vol-III)/2076-17/189

25.01.2018

Office Memorandum

Subject: Intimation of recovery of excess/over payment made to pensioners.

As per para 4.6.7 of the Accounting and Operating Procedure for Central Pension Processing Centre of Authorised Banks for Pension Disbursement to Central Government (Civil) Pensioners (February, 2012J wherein it has been provided that “the CPPC software will display on the computer screen, options and view of the details of calculation of pension and its breakup of the pension paid to the pensioner/ family pensioner. The Home Branch will act as intermediary with the CPPC and, besides providing accounts statement, provide to the pensioners the payment of TDS details, pension slip, the Due and Drawn Statement in respect of each arrear and the Annual Income Statement”.

These instructions have been reiterated vide this office OM No. CPAO/Tech/Banks Performance/2015-76/60 dated-14.06.2 015 followed by OM No. CPAO/ IT& Tech/ Banks Performance/20 !6-17 /220 dated-09.01.2017 and OM No. CPAO/ IT& Tech/ Clarification/ 13 [Vol-ltl)/2 076-77 /274 dated 31.03.2017 available on this office website www.cpao.nic.in.

Inspite of repeated instructions, it is observed that banks are still not giving the details of pension to the pensioners. Therefore, all Heads of CPPCs and Government Business Departments are once again advised to issue instructions to their branches to ensure that all pensioners are provided break up of payments made to them without fail.

This issues with the approval of Competent Authority.

sd/-
(Md.Shahid Kamal Ansari)
(Asstt. Controller of Accounts)

Source: www.cpao.nic.in

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GOVERNMENT OF INDIA
MINISTRY OF FINANCE
DEPARTMENT OF EXPENDITURE
CENTRAL PENSION ACCOUNTING OFFICE
TRIKOOT II, BHIKAJI CAMA PLACE,
NEW DELHI-110066

CPAO/IT&Tech/Bank Performance/2016-17/ 220
CPAO / IT & Tech / SCOVA / 20 / Part File / 2016-17/220

09.01.2017

Office Memorandum

Subject:  Providing breakup of pension and arrear payments & recoveries to pensioners.

Attention is invited to para 4.6.7 of the Accounting and Operating Procedure for Central Pension Processing Centre of Authorised Banks for Pension Disbursement to Central Government (Civil) Pensioners (February, 2012) whereby it has been provided that “The CPPC software will display on the computer screen, options and view of the details of calculation of pension and its breakup of the pension paid to the pensioner/ family pensioner. The Home Branch will act as intermediary with the CPPC and, besides providing accounts statement, provide to the pensioners the payment of TDS details, pension slip, the Due and Drawn Statement in respect of each arrear and the Annual Income Statement”.

2. Taking into consideration the grievances reported by Pensioners’ Associations and Pensioners, CPAO had issued instructions to Heads of CPPCs and Government Business Divisions vide OM No. CPAO/Tech/Banks Performance/2015-16/60 dated-14.06.2016 for strict compliance of above guidelines for providing detailed breakup of pension payments.

3. It has again been reported by Pensioners Associations and Pensioners that “arrears of arrear of Revision of Pension, Fixed Medical Allowance, Additional Pension, Life Time Arrear etc. are clubbed with monthly payment of pension for which it becomes difficult for pensioner/family pensioner to understand if pension and arrears are disbursed correctly. Even recovery of overpayment or wrong payment is not shown separately”.

4. Therefore, banks are instructed to follow the provisions of CPPC guidelines and instructions issued vide OM dated-14.06.2016 and provide full breakup of pension payment dearly to the pensioners. A compliance report in this regard may be sent to CPAO latest by 31.01.2017 positively.

(Subhash Chandra)
Controller of Accounts

Order Copy

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GOVERNMENT OF INDIA
MINISTRY OF FINANCE
DEPARTMENT OF EXPENDITURE
CENTRAL PENSION ACCOUNTING OFFICE
TRIKOOT-II, BHIKAJI CAMA PLACE,
NEW DELHI-110066
PHONES : 26174596, 26174456, 26174438

CPAO/IT&Tech/Amend. Sch. Book/9.Vol-VII/2016-17/ 165

7th November, 2016

Office Memorandum

Subject: Removal of state-wise jurisdiction of Banks for disbursement of Central Government (Civil) Pensioners: Clarification regarding.
In pursuance of Accounting and Operating Procedure for Central Pension Processing Centre of Authorised Banks for Pension Disbursement to Central Government (Civil) pensioners issued by CAPO vide F.No. CPAO/Tech/CPPC/Guidelines/2011-12/29 in February, 2012, all banks were allowed to establish a Central Pension Processing Centre (CPPC) for disbursement of Central Civil Pension through any of their CBS enabled branch.

2. As clarifications in this regard are still sought by banks etc, it is reiterated that any retiring employee / pensioner can open a Pension Account with any CBS enabled branch of any of the authorized banks without any state jurisdiction. A list of Authorised Banks is attached (Annexure).

This issues with the approval of O/o Controller General of Accounts

Encl:- As above

(Vijay Singh)
Sr. Accounts Officer (IT & Tech)
Ph. No.011-26166758

List of Authorised Bank

Authority: www.cpao.nic.in

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No. 2015/AC-II/21/10

General Secretary,
NFIR,
3, Chelmsford Road,
New Delhi-110055

Dear Sir,

Sub:- Commencement of Pension in favour of retired Railway employees.

Ref:- Your letter no. II/35/Pt.11 dated 29.7.2015.

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Grievances Related to Family Pension

As on 23.08.2013, no grievance relating to non-payment of arrears of family pension which are registered in System in pending at CPAO level.

As per information available with the Central Pension Accounting Office (CPAO), during the period from 25.03.2011 to 22.08.2013, 541 numbers of grievances relating to family pension were registered with CPAO. Out of these, 200 numbers of grievances were registered during the current year 2013. All grievances were forwarded to authorized Central Pension Processing Centre and concerned Pay & Accounts Office/Head of Office and were monitored by CPAO till settlement.

This was stated by Minister of State for Finance, Shri Namo Narain Meena in written reply to a question in Lok Sabha today.

Source: PIB News

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F.No.8/1/2012-B.0.III
Government of India
Ministry of Finance
Department of Financial Services
(B.O.III Section)
******

2nd Floor, Jeevan Deep Building
10, Parliament Street, New Delhi-110 001
07th June, 2013

To
(i). The Chief Executives of all Pension Paying Banks.
(ii). The Chief General Manager, In-charge, Customer Service Department,
Reserve Bank of India, Central Office, Mumbai.

Sub.: Delay in payment of pensionary benefits to the Ex-Servicemen.

Sir,
I am directed to refer to the subject cited above and to say that a case of non-payment of ex-gratia amount of Rs. 9 lakhs by the UCO Bank, Jhajjar Branch came to the notice of the Department of Financial Services with the approaching that there may be more cases of nonpayment of pensionary benefits to ex-servicemen causing frustration and feeling of isolation in the minds of those who gave their best of life for defence of nation. Such instances may be easily lapped up by the media to paint a negative picture of the PSBs and the Government which could be avoided with a little alacrity on the part of the banking officials.

2. It is therefore requested to kindly look into the matter on top priority basis by sensitizing the bank officials to be more prompt on payment of pensionary benefits to the ex-servicemen without any further delay and also to the CPPCs which need to be streamlined for timely release of pensionary dues to the Armed Forces pensioners. Action taken in this regard be intimated to this Department at the earliest.

Yours faithfully,
sd/-
(Rakesh Kumar Gupta)
Under Secretary
Tel: 011 23348993

Source: www.financialservices.gov.in
[http://financialservices.gov.in/download.asp?rec=270&NotificationType=C]

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