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Citizen's/Clients Charter Document for Department of Pension and Pensioners' Welfare


CITIZEN'S /CLIENTS CHARTER
For
(Department of Pension and Pensioners' Welfare)
2012-13

Address
3rd Floor, Lok Nayak Bhavan
Khan Market, New Delhi 110003
Website ID
persmin.nic.in/pension
Date of Issue
February, 2013
Next Review.
January, 2014

2012-2013
Citizen's Charter Document for Department of Pension and Pensioners' Welfare

To ensure a life of dignity and respect for Central Government pensioners.
[         ]

  1. Formulation of pension Rules, Smooth and timely payment of pension and other retirement benefits for Central Government Employees.
  2. Constant review of rules/ regulations and procedures.
  3. Facilitating prompt redressal of the grievances and
  4. Promoting the welfare of pensioners.

[         ]

  1. Central Public Grievance Officers;
  2. Banks;
  3. Central Pension Accounting Office;
  4. Identified Pensioners Association.
[         ]
3rd Floor, Lok Nayak Bhavan, Khan Market, New Delhi.

[         ]

  1. Formulation of Pension Rules
  2. Issue of Guidelines/Instructions clarifying the Pension Rules
  3. Rendering advice/clarification on references received from various Ministries/departments concerning interpretation of various rules such as CCS (Pension) Rules, CCS (Commutation of Pension) Rules, etc.
  4. Issue of instructions regarding Fixed Medical Allowance to pensioners residing in non-CGHS areas.
  5. Convening meeting of SCOVA (Standing Committee on Voluntary Agencies) for getting suggestions and feed back from representatives of the pensioners on their problems.

Main Services/ Transactions
S. No Services/ Transaction Weight Responsible Person (Designation) Email Mobile (Phone) Process Document Required
Fees
Cate gory Mode Amount
1 Issuance of orders relating to grant of Dearness Relief to pensioners from time to time 30' Smt Sujasha Choudhary, DS, Under Secretary (G) sujasha choudhary.edu @nic.in 24635979 24644637 After receipt of the DA orders from Ministry of Finance, submit the draft order for approval of the concerned officer/ authorities. Ministry of Finance and C&AG to be referred for approval. DA Orders   NA. NA
            Convey the decision within the prescribed days. The number of days prescribed      
2 Redressal of grievances by Forwarding of grievances received in the department through CPENGRAM and monitoring thereof 30 Smt. Tripiti P.Ghosh, Director. tripti. ghosh @nic.in, 24624802 Acknowledgement of the receipt of grievances Citizen Charter of the Department   NA NA
Check the web for online grievances. Assessment of receipt Various web records, physical papers.      
3 Dissemination of information relating to pension Policy and Rules through Website/Pension Porta 30 Smt. Tripti P. Ghosh, Director (PP)Shri Harjit Singh, DS (PW) Tripti.ghosh @nic.inHarjit.singh59 @nic.in 2462480224624752 Update the portal as per the time limit prescribed in the Charter Documents effecting Pension Policies and Rules NA NA NA
4 Information Centre at Lok Nayak Bhavan   Sh. Kailash Chander, US Kailash. chander12 @nic. in 24644633          

Service Standards
S.No
Services/ Transaction
Weight
Source Indicators
Service
Standard
Unit
Weight
Data Source
1
Issuance of orders
relating to grant of
Dearness Relief to
pensioners from time
to time
35.0
Whether service standards met.
15
Days
5.00
Ministry of Finance instructions of
Dearness Allowance
2
Facilitating Redressal of
grievances
by Forwarding of
grievances received in
the department through
CPENGRAM and
35.0
Whether service standards met.
within 5 days
forwarded
and
reviewing
every 3
months
Days
10.00
Web records and receipts, CPENGRAMS,
CPGRAMS
-
3
Dissemination of
information relating to
pension Policy and Rules
through Website/
Pension Portal
30.0
Whether service standards met
30
Days
15.00
Web records and orders issued

Grievance Redress          Website url to lodge http://pgportal.gov.in/
S.No
Name of the Public Grievance Officer
Helpline
Email
Mobile
1
Smt. Tripti P.Ghosh
24624802


List of Stakeholders/ Clients
S.No
Stakeholders/ Client
1
User Government of India Ministries/ Departments
2
Pensioners/ Family Pensioners
3
Pensioners Associations
4
Banks/ Treasuries/ Post Offices        .
5
Serving Employees


Responsibility Centers and Subordinate Organizations
S.No
Responsibility Centers and Subordinate Organizations
Landline Number
Email
Mobile Number

Address
1.
Nil





Indicative Expectations from Service

S.No
Indicative Expectations from Service Recipients
1
Continuous feedback on quality of service rendered.
2
Approach first the concerned administrative Ministry/ Department/ fields formation for redress of grievances
3
Provide a clear statement of grievances, along with details of officers already approached for redressal, with documents.
4
Appreciate/understand that some grievances which involve intra and/or inter departmental consultations may take more time to be
redressed.
5
Use of Pensioners' Portal on regular basis particularly use of CPENGRAMS for filling on-line grievances where full information such as
a. Name
b. Full Address
c. Office from which retired (name of the office may be indicated in full)
d. Post held at the time of Retirement(and the scale of pay)
e. If Pension has been sanctioned, quantum may be specified
I. The particulars of the Accounts Officer who issued the PPO.
II The particulars of Pension Disbursing Authority and
III. PPO No./or a photocopy of the PPO.

Source: http://pensionersportal.gov.in/
[http://ccis.nic.in/WriteReadData/CircularPortal/D3/D03ppw/CitizenCharter_2_040313.pdf]

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100 percent da,18,10th Bipartite Settlement,46,6 CPC Order,5,7th CPC Charter of Demands,82,7th cpc interim report,8,7th CPC Meeting,141,7th CPC Notification,202,7th CPC Projected Pay,173,7th CPC Questionnaire,16,7th CPC Recommendation,427,7th CPC Report,123,7th CPC Terms of Reference,40,Absorption,31,Ad-hoc Bonus,19,Additional Pension,2,Administrative Reforms,17,Advance Increment,4,Adventure Sports,8,Age Relaxation,16,AGIF,5,AIIMS,12,Air Travel,44,AIRF memorandum to 7th CPC,4,Airport Employees,7,All India Service,66,Allowances,216,Alteration of Date of Birth,6,Anubhav,12,APAR,30,Area Welfare Officer,5,Armed Forces Tribunal,18,Artisan Staff,11,Ashok Kumar Mathur,9,Atal Pension Yojna,10,Autonomous Bodies,45,awards,12,Bank,160,Bariatric Surgery,2,Benevolent Fund,2,bhavishya,10,Bhutan Compensatory Allowance,7,Bio-metric Attendance,36,Bonus,113,Bonus Order 2014,9,Bonus Order 2015,13,Bonus Order 2016,7,BRO,15,BSNL,69,BSNL IDA Pensioner,17,Budget 2014,12,budget 2015,22,Budget 2016,1,Budget 2017,22,Budget 2017-18,6,cadre management,14,Cadre Restructuring,155,Cancer Treatment,8,Cantonment Board Employees,3,Cash Handling Allowance,5,cashless treatment,13,Casual Leave,3,CAT jurisdiction,1,CAT Order,60,CBDT Order,26,CBEC,13,CBEC CR,9,CBSE,22,CCS (CCA) Rules,48,CCS (Conduct) Rules,49,CCS (Joining Time) Rules,6,CCS (Leave) Rules,44,CCS (RP) Rules 2008,36,CCS (RP) Rules 2016,41,CEA,31,CEA Form,4,Central Administrative Tribunal,2,Central Government Employee Calendar,23,central government employee news,39,Central Pension Accounting Office,87,Central Secretariat Service,5,Central Universities,21,CG Counsel,1,cgda,87,CGEGIS,16,CGEGIS TABLE,9,CGEWHO,64,CGEWHO Noida,17,Cghs,347,CGHS AHMEDABAD,5,CGHS ALLAHABAD,4,cghs BENGALURU,3,cghs bhopal,2,CGHS BHUBANESWAR,2,CGHS CHANDIGARH,4,cghs CHENNAI,2,CGHS Clarification,56,cghs dehradun,3,Cghs Delhi,65,cghs empanelment,120,CGHS GUWAHATI,3,CGHS HOSPITAL LIST,29,CGHS HYDERABAD,4,cghs jabalpur,3,cghs jaipur,5,cghs kanpur,2,cghs kolkata,2,cghs lucknow,2,CGHS MEERUT,4,cghs mumbai,4,cghs nagpur,2,cghs patna,2,CGHS plastic cards,8,cghs pune,1,cghs ranchi,2,cghs rates,41,cghs trivendrum,2,CGWB,3,Child Care Leave,29,Children Education Allowance,27,CIP(IW),1,Citizen Charter,2,Civil Accounts Organisation,33,Civil Services Examination,16,cleanliness pledge,2,cmss,1,Coal Pilot Allownace,2,Collection of Order,1,Commercial Duty Allowance,2,Commercial Employment after Retirement,9,Commutation of Pension,24,commuted Leave,6,compassionate appointment,52,Compensatory allowance,2,Compensatory Leave,3,Composition of 7th CPC,9,Compulsory Retirement,9,computer advance,4,computer help,7,Confederation 7th cpc memorandum,3,confirmation,3,Constant Attendant Allowance,5,Consumer Price Index,4,Contingent Employee,5,Contract Labour,80,Conveyance Allowance,1,Court Order,69,CPAY,1,CPF Pensioner,21,CPGRAMS,9,CPMA,2,CPMF,86,CPSE,100,cpse ida,37,CS(MA) Rules,59,cscs,10,CSD,33,CSS,32,CSSS,11,cvc,57,Cycle Maintenance Allowance,3,DA from 01-07-2011,3,DA from Jan 2012,5,DA from Jan 2013,16,DA from Jan 2014,22,DA from Jan 2015,16,da from Jan 2016,10,DA from Jan 2017,4,da from Jul 2012,13,DA from Jul 2013,16,da from jul 2014,11,DA from Jul 2015,9,DA from Jul 2016,13,Daily Allowance,11,Damage Rate,1,DAPWA,1,Data Entry Operator,5,Database of Employees,2,date of next increment,23,DCMAF,4,DCRG,5,Dearness Allowance,139,Dearness Pay,2,Dearness Relief,66,Debt Recovery Tribunals,2,Defence Civilian Employees,73,Defence personnel,407,Dental Clinics,1,Department Canteen,19,Deputation,53,dgqa,1,Dictionary,3,Digital Signature Certificates,1,Direct Tax Code,2,Directorate of Estates,73,Disability Pension,41,Disciplinary Authority,20,DIT,9,Divorced Daughter,1,DNI falls Feb-Jun,7,doppw,3,DOPT,39,DoPT Order,311,Double HRA,5,Double Tpt Allowance,1,dpc,21,Draftsmen,3,DRDO,5,e-awas,6,e-filing,25,E-Governance,12,e-IPO,1,E-office,11,e-payment,20,E-Revision,13,e-samarth,2,Earned Leave,6,ECHS,71,ECI,1,EDLI 1995,4,edp allowance,1,EDP Cadre,7,Education,83,Ekta Diwas,2,Election,22,Eligibility of Teacher,10,email Policy,1,emergency treatment,5,Empanelment under CSMA Rules,21,Employee Pension Scheme,19,Employees Deposit Linked Scheme,1,Engineering Cadre,19,eNPS,4,Entry Pay on Promotion,21,EPFO,115,EPFS 1952,40,ERS,3,ESIC,23,eTDS return,15,EVC,5,ex-gratia,23,Ex-India Leave,4,Ex-Indian Coast Guards,1,EX-SERVICEMAN,521,Excel Tips,5,Exemption from Return Filing,10,Expected DA,70,Extension in Service,3,extraordinary pension,15,Facilitation Fee,1,Family Pension,173,Family Planning Allowance,6,FAQ,70,Festival Offer,6,Fin Min Order,69,Finance Act 2013,1,Financial year 2012-13,2,Firefighting Staff,1,Fitment Formula,49,fixed medical allowance,36,Flexible Complementing Scheme,2,Flying Training,1,Foreign Allowance,2,Foreign Visit,8,form 14,1,Form 16,3,Form 16A,2,Form 25,3,Form 26AS,2,Forms,58,Forwarding of Application,2,FR 15(a),2,FR 22,3,FR 26,1,FR 29,1,FR 35,1,FR 46B,1,FR 49,1,FR 56,15,Freedom Fighter Pension,19,Fundamental Rules,2,GAMS,1,Gandhi Jayanti,10,GAR-23,1,GDS,52,General Pool,57,Geological Survey of India,4,GFR,21,Government Holiday Calendar,36,Govt accommodation,103,Govt Tour,32,gpf,41,Grade pay of SO,43,Grameen Bank,2,Grant-in-aid,1,Gratuity,25,Gratuity Limit for Income Tax,3,greetings,4,group A,86,Group D,56,Guest House,15,Hard Area Allowance,6,Hard Station,2,Headquarter Allowance,1,health insurance scheme,16,hearing aid,3,Hierarchy,41,High Court Order,55,Higher Education,32,Hindi Incentive,5,Holiday Homes,37,Honorarium,20,Hostel Facility in Universities,1,Hota Committee,1,House Rent Allowance,12,Housing Loan,1,HRA,32,IBA,27,Immovable Property Return,58,Implementation of 7th CPC,499,incentive for higher qualifications,1,Incentive for NER,3,Incentive to Sportsperson,9,Income Tax Exemption Limit,104,INCOME TAX,264,Income tax calculation,16,Indemnity Bond,1,Independence Day,2,India Water Week,1,INDU,4,Industrial Trades,16,Inquiry Officer,9,insurance scheme,10,Intelligence Agencies,3,Interest of EPF,22,Interest of GPF,13,interest rate,23,Interim Relief,60,Internet facility to officer,1,Internship,2,Invalid Pension,3,Investment,2,IPv6,2,IRCTC,37,IRTSA,27,IT Cadre Restructuring,23,IT Return,45,Jawahar Navodaya Vidyalaya,11,JCM,300,Jeevan Pramaan,42,Joining Time,6,Kashmir Valley Special Concession,6,KBC,2,kendriya bhandar,2,Kendriya Vidyalaya Sangathan,155,Kilometreage Allowance,2,Kisan Vikas Patra,3,KV Admission Guidelines,21,KV Uniform,7,KYC,1,Lab Technician,10,Labour Bureau,4,Labour Laws,16,lactating mother allowance,1,LARGESS,3,LDC-UDC,79,LDCE/GDCE,24,Leave Encashment,11,leave management system,2,Legal Fee,1,Librarian,2,LIC,1,Licence Fee,12,Lien,3,Life Certificate,53,List of Holidays for year 2012,2,List of Holidays for year 2013,8,List of Holidays for year 2014,10,List of Holidays for year 2015,17,List of Holidays for year 2016,11,List of Holidays for year 2017,2,List of Posts,5,Liver Transplant Surgery,1,Liveries,1,loan advances,29,Loans and advances by Central Government,3,lodge 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Retirement,20,Wages,13,Washing Allowance,5,whistle-blowers,7,Widowed Daughter,2,Women Employees,42,Yoga,7,Youth Hostel,3,Zila Saink Board,5,वेतन आयोग,161,
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Central Government Employee News and Tools: Citizen's/Clients Charter Document for Department of Pension and Pensioners' Welfare
Citizen's/Clients Charter Document for Department of Pension and Pensioners' Welfare
CITIZEN'S /CLIENTS CHARTER For (Department of Pension and Pensioners' Welfare) 2012-13 To ensure a life of dignity and respect for Central Government pensioners.Main Services/ Transactions Service Standards Grievance Redress List of Stakeholders/ Clients Responsibility Centers and Subordinate Organizations Indicative Expectations from Service
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