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CPAO/lT&Tech/web Responsive/5412OL6-L7 / | Z O 29082016

Subject: Monitoring/handllng ofPensionerc' Grievances & uploading of quarterly lists of retiring employees by

pr. ccAs/ccAs/cAs/ Acs/Administrators of UTs/Delhi Admin and respective PAos through 'web Responsive

Pensioners Service' of CPAO

1. euick & satisfactory disposal of pensioners' grievances 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

for final disposal were being forwarded to the concerned agency i.e. Bank, PAO for necessary action

through email/letter. However, no tracking/monitoring of disposal of such grievances was available

either with the Ministries or with CPAO'

2. ln order to fill this gap, CPAO has developed Grievance Redressal and Monitoring System in itswebsite www.cpao.nic.in under the 'Web Responsive Pensionerc Seruice'. Through this facility,

pensioners' grievances can be transfurred online on the login of the concerned PAO from the CPAO

website for early disposal and update thereon for pensione/s information. For the grievances which

need to be resolved by concerned HOO/DDO; PAO has been given facility to mark such grievances to the

concerned DDOs for their response. Here, it may be noted that marking of grievances to the DDOS is

only for reporting/tracking purpose. After marking the grievances through system, PAO will require to

send the same to the concerned DDOs through available modes i.e. letters/emails as DDOS are not

connected through this system. Simitarly, response from the DDOs taken through sarrre liio'ic: v;iii i^:

updated by PAOs in the system through their login lDs. For the time bound disposal of grievances

(within 30 days from the date of receipt at CPAO), monitoring is required. Therefore, facility ofmonitoring of disposal of grievances marked to PAOs has been provided in the CPAO website under the

existing CCAs logins along with Dashboards and meaningful MIS reports'

3. lt is further pertinent to mention that large numbers of grievances pertain to delay in start of pension

for which late submission of pension papers from HOO to PAO is mainly responsible. For monitoring the

timely submission of pension papers, facility to upload quarterly lists of the employees retiring in next

12/15 months has been provided to PAO in CPAO website to facilitate the implementation of Rule 56 ofCCS (Pension) Rules which provides "thot every Head of Deportment sholl hove o list prepored every

three months eoch yeor, of all Government seNont who ore due to retire within the next twelve/ fifteenmonths ond d copy of edch such list sholl be supplied to the Accounts Officer concerned" . Under this

facility, Pay and Accounts Officers will upload such quarterly lists on CPAO website by using their existing

logins after collecting the same from concerned HOOs/DDOs. Facility to monitor timely uploading ofquarterly lists and submission of pension papers thereof by the HOOs/DDOs is also provided in thelogins of CCA along with Dashboard and required MIS reports.

GOVERNMENT OFIND:AM:NISTRY OF FINANCE

DEPARTMENT OF EXPCNOITURECENTRAL PENS,ON ACCOuNT:N● OFF:CE

TRIКOCDT::,BH:KA● :CAM^PLACE,NEW DELHi― ■■0066

PHONES=26174596.26■ 74450.20174438

, 4. tn view of above, all the pr. CCAs/CCAs/CAs/ AGs/Ad ministrators of UTs/Delhi Admin are requested to

use this online monitoring facility on regular basis and keep track ofthe disposal of grievances to ensure

that all grievances received from CPAO are settled on priority and maximum within 30 days and status is

updateJ on CpAO website by their PAOS. The period wise pendency information is available on their

dashboards. lt is also requested to ensure timely uploading of lists of retiring employees and submission

of pension papers arising out of such lists. You are also requested to instruct your PAOS to use these

online CpAO facilities as they are the nodal points for CPAO in respect of disposal of grievances and

uploading of quarterlY lists.

5. For familiarization with this facility, step by step user guidance alon8 with relevant screenshots (for

CCAs and PAOs) is attached.

6. ln case of any difficulty in using this facility, Sh. Davinder Kumar, Technical Director, NlC, CPAO may be

contacted on 011-26715338/ email- kumar. davin der(o n ic in

This issues with the approval of Competent Authority.

S,.bf1)Encl: As above

To,

1. All pr. CCAS/CCAS/CAS/AGS and Administrators of UTs/Delhi Admin with the request to also instruct their

PAOs accordingly.

Copy for information to: -

1) ST.PPS to CGA, O/o. the CGA, 7'h Floor, Lok Nayak Bhawan, Khan Market, New Delhi - 1'10 o03'

2) pps to Addl. CGA (CPG), O/o. the CGA, 7th Floor, Lok Nayak Bhawan, Khan Marke! New Delhi - 110 003.

3) PS to cc(P)

4) Sr.TD/TD, Nlc, CPAO

5) PA to Dy. CA

6) Sr.AO (Coordination), CPAO

(Subhash chandra)Controller of Accounts

1. Open CPAO web site http:ノノCPAO.nicoin.

2. Click on login.

3. Enter your exlsting:ogin id and Password.

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on the left side of user menu, you will see user name, last update, last login, loSin id &

Passrivord validity.

Grievances :-By clictlnS on this tab, following sub menu options will be available

a. Total Grievances: lt shows total No. of Grievances marked to the PAOS by CPAO.

b. Total Disposed: lt shows total No. of disposed of Grievances by CPAO. PAOS have only to

report the action taken on the grievances either by the PAO itself or by the DDO. Final

disposal of grievances would be done by the CPAO.

c. Total Pending: lt shows total No. of Grievances pending with PAOS and DDOS.

d. Total Marked to DDO: ln Most of the grievances, pertaining to a ministry/department,

action lies with the HOO/DDO.PAOS are required to mark these grievances to the

concerned DDO for necessary action through the system itself. This menu option shows

the total No. of Grievances marked to the DDOS. tu DDOS are not connected through

this system, facility of marking the Srievances to DDOS is for monitoring,/reporting

purposes. Alt grievances marked to DDos are required to be forwarded to the concerned

DDos through letters/emails etc. by the PAos. Similarly, PAOs have also to keep track of

the forwarded grievances and after getting the action taken report from the DDOS, they

have to update the status through this system under their logins

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Retiree list uploaded by PAOs: lt shows number of those PAOS who have uploaded the lists

of retiring employees out of the total numbers of PAOs of the ministry. Through this report,

CCA can monitor the progress of uploading of lists by PAOS.

Grievances Disposed:Pensioners grievances, received in CPAO, pertaining to

ministries/departments, are further forwarded online to the concerned PAOS for required

action and reporting back the status of settlement to CPAO.This option shows the total

number of disposed of grievances forwarded to PAOS.

the of the are given:

8. Grlerrance Pendint Report: By clickinS on the menu rTotal GriEYances" glven at left side panel,

PAO-DDO wise list of all pendint grlevances wfi their periodlcity may be seen.

Grievences Pending Report

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Summarv (PAOwisel

Here PAO wise-quarter wise numbers of retiring employees may be seen.

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Here PAO- DDO wise numbers ofuploaded by PAO may be seen.

Summarv (DDO wisel

retirees on the basis of quarterly lists of retiring employees

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Ishowinq PAO wise quarterlv numbers of retingesl

By clicking on Bar Chart option, quarter wise -PAO wise numbers of retiring employees can be seen

through bar charts. Different colored bar charts are given for every quarter. On the X Axis of bar

chart PAO code is given and on Y Axis numbers of retirees are shown.

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User Guidance on Dealine with Pensioners Grievances and entrv &PPO allocation for letirineemplovees throueh CPAO website

Open CPAO web stte http:〃 CPAOonicoin.

C!ick on!ogin.

Enter yourlogin ld and Password.

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4. After login you willget following user menu.

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5. On the left side of user menu, you will see user name, last update, last login, login id valid date,

and password validity date.

6. On The Right side of user menu, you will see following reports :

7. Grievances :-By clicking on this tab, following sub menu options will be available-

a. Total Grievances: lt shows total No. of Grievances marked to the PAOs by CPAO.

b. Total Disposed: lt shows total No. of disposed of Grievances by CPAO. PAOs have only to

report the action taken on the grievances either by the PAO itself or by the DDO. Final

disposal of grievances would be done by the CPAO.

c. Total Pending: lt shows total No. of Grievances pending with PAOs and DDOs.

d. Total Marked to DDO: ln Most of the grievances, pertaining to a ministry/department,

action lies with the HOO/DDO.PAOs are required to mark these grievances to the concerned

DDO for necessary action through the system itself. This menu option shows the total No. of

Grievances marked to the DDOs. As DDOs are not connected through this system, facility of

marking the grievances to DDOs is for monitoring/reporting purposes. All grievances marked

to DDOs are required to be forwarded to the concerned DDOs through letters/emails etc. by

the PAOs. Similarly, PAOs have also to keep track of the forwarded grievances and after

getting the action taken report from the DDOs, they have to update the status through this

system under their logins

8. Details of Grievances Referred by CPAO to PAO and method of settling them

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a. Pending cases: lt shows all Pending grievances referred by CPAO to PAO. To settle these

grievances, click on Pencil mark which will open an Action Form as shown below. Put your

remarks pertaining to the grievance in the comments column. Click on the Radio

Button"Disposal By PAO' if action is required on your part and submit it. lf action on the

grievance is required by the concerned DDO, click on Radio Button"Marked to DDO" and

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submit the form. As DDOs are not connected through this system, facility of marking the

grievances to DDOs is for monitoring/reporting purposes. Allgrievances marked to DDOs are

required to be forwarded to the concerned DDOs through letters/emails etc. by the PAOs.

Similarly, PAOs have also to keep track of the fonrarded grievances and after getting the

action taken report from the DDOs, they have to update the status through this system

under their logins

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b. Disposed off / Replied back to CPAO: lt shows list of Grievances dispose d off I Replied back

to CPAO.

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c. DDO Pending List: lt shows the Grievances marked to DDOS by PAO. ln these grievances,

PAO is required to obtain response from the concerned DDOs and update the status to

CPAO by clicking on Pencil Button which will open the Action Form as mentioned above at

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8. Entry &PPO allocation for retiring employees:

Click on the 16th menu option i.e. Entry &PPO allocation for officials due to retire within

12 to 15 months

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10. By clicking on menu" Already Allocated PPO Number List" you will find the list of retiringemployees who have already been allotted with PPO numbers.

11. Clicking on menu"Un allocated PPO number" willopen a new screen where details of retiring

employees can be filled and PPO number allocated.

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12. After entering the details of retiring employee and generation of PPO number, if any mistake is

identified, the allotted PPO number may be deleted. The list of deleted PPOs may be seen by

clicking on rnenu "Deleted PPO Number "as shown below.

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