**Policy Summary: Centralized Pension Grievance Redress and Monitoring System (CPENGRAMS) - 2025**
This document summarizes the status of pension-related grievances received and resolved through the Centralized Pension Grievance Redress and Monitoring System (CPENGRAMS) portal in 2025 (from January 1, 2025, to July 15, 2025).
**Key Findings:**
* **Grievance Volume:** A total of 63,310 pension-related grievances were received.
* **Resolution Rate:** 55,554 grievances were resolved through the CPENGRAMS portal during the specified period.
* **Ministries/Departments with Highest Grievances:** The Ministry of Defence, Department of Financial Services, and Ministry of Railways recorded the highest number of received and pending grievances.
* **Redressal Time:** The average grievance redressal time on the CPENGRAMS portal decreased from 35 days in January 2025 to 20 days in July 2025.
**Government Initiatives for Strengthening Grievance Redressal:**
* **Policy Circular:** The "Effective Redressal of Pension Grievances" policy circular was issued on October 16, 2024, mandating Ministries/Departments to resolve pension grievances within 21 days and outlining the roles and responsibilities of grievance redressal officers and appellate officers.
* **Thematic Adalats:** The government organizes Thematic Adalats.
* **Inter-ministerial Review Meetings:** Monthly Inter-ministerial Review Meetings are held.
* **Capacity Building:** Capacity Building Programs are conducted for grievance redressal officers.
* **Special Campaigns:** Annual Special Campaigns are conducted for the redressal of pension grievances.
These measures aim to improve the efficiency and effectiveness of the pension grievance redressal system.
Key Entities Referenced
Centralised Pension Grievance Redress and Monitoring System (CPENGRAMS): A portal used for receiving and resolving pension-related grievances.
Ministry of Personnel, Public Grievances and Pensions: The Indian government ministry responsible for pensions and public grievances.
Lok Sabha: The lower house of the Parliament of India, where the question was raised.
Ministry of Defence: One of the Ministries/Departments where the highest number of grievances were received and are pending.
Department of Financial Services: One of the Ministries/Departments where the highest number of grievances were received and are pending.
Ministry of Railways: One of the Ministries/Departments where the highest number of grievances were received and are pending.
Effective Redressal of Pension Grievances: A policy circular issued by the Government to improve pension grievance redressal.
Thematic Adalats: Government organized forums to resolve pension grievances.
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
(DEPARTMENT OF PENSION & PENSIONERS’ WELFARE)
LOK SABHA
UNSTARRED QUESTION NO. 546
(ANSWERED ON 23.07.2025)
CENTRALIZED PENSIONERS GRIEVANCE REDRESS AND MONITORING SYSTEM
†546. SHRI SUKHJINDER SINGH RANDHAWA:
SHRI SHANKAR LALWANI:
SHRI JASHUBHAI BHILUBHAI RATHVA:
MS. BANSURI SWARAJ:
SHRI SURESH KUMAR KASHYAP:
Will the PRIME MINISTER be pleased to state:
(a) the total number of pension related grievances received and resolved through the Centralised
Pension Grievance Redress and Monitoring System (CPENGRAMS) portal during the year 2025;
(b) the name of the Ministries/Departments where the highest number of grievances were received
and are pending;
(c) the rate of grievance redressal on the CPENGRAMS portal during the said period along with
the manner in which this reflects the effectiveness of the present pension grievance redressal
system;
(d) the steps taken/being taken by the Government to strengthen the current pension grievance
redressal system; and
(e) the steps taken/being taken by the Government for the quick redressal of the pending cases in
the Ministries/Departments?
ANSWER
MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS AND MINISTER OF STATE IN THE PRIME MINISTER’S OFFICE
(DR. JITENDRA SINGH)
(a) to (e): A total of 63,310 pension related grievances were received, out of which 55,554
were resolved through the Centralized Pension Grievances Redress and Monitoring System
(CPENGRAMS) portal during 2025 (from 01.01.2025 to 15.07.2025).
The Ministries/Departments, where the highest number of grievances were received and are
pending during the period from January to July 2025 are Ministry of Defence, Department of
Financial Services and Ministry of Railways.
The rate of grievances redressed on CPENGRAMS Portal has come down from 35 days in
January 2025 to 20 days in July 2025 reflecting the timely and effective grievance redressal of
pension grievances.
The Government has issued the policy circular for ‘Effective Redressal of Pension
Grievances’ on 16.10.2024 which stipulates that the Ministries/Departments should strive to
Page 1 of 2redress the pension grievances within 21 days. The circular further details the roles and
responsibilities of grievance redressal officers and appellate officers. Government organizes
Thematic Adalats, Monthly Inter-ministerial Review Meetings, Capacity Building Programme for
grievance redressal officers and Annual Special Campaign for redressal of pension grievances as
part of its measures for effective redressal of pension grievances.
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