In response to Unstarred Question No. 2379, regarding the pendency of grievances of ex-servicemen and ECHS claims, the Minister of State in the Ministry of Defence (Shri Sanjay Seth) stated that the Department of Ex-Servicemen Welfare coordinates with all stakeholders for redressal of defense pension related grievances. The Centralized Public Grievance Redress and Monitoring System (CPGRAMS) and the SPARSH Portal are online platforms for digital grievance tracking, time bound settlement, and accountability. The average time for disposal of grievances received through CPGRAMS is 30 days. The aggregate rate of disposal of grievances within 30 days for the last three years is approximately 93%. The Government closely monitors performance timelines to redress grievances.
Grievances received and disposed of are as follows:
In 2023, 36660 grievances were received and 32623 were disposed of.
In 2024, 50177 grievances were received and 47128 were disposed of.
In 2025, 34854 grievances were received and 33737 were disposed of.
Key Entities Referenced
Ex-Servicemen Contributory Health Scheme (ECHS): A health scheme for ex-servicemen, claims related to which are being examined.
CPGRAMS (Centralized Public Grievance Redress and Monitoring System): Online platform used for receiving and redressing public grievances.
SPARSH Portal: Online platform for digital grievance tracking, time bound settlement and fixation of accountability.
Department of Ex-Servicemen Welfare: Coordinates with all stakeholders for redressal of defence pension-related grievances.
Ministry of Defence: Government ministry responsible for matters pertaining to defence and ex-servicemen welfare.
GOVERNMENT OF INDIA
MINISTRY OF DEFENCE
DEPARTMENT OF EX-SERVICEMEN WELFARE
LOK SABHA
UNSTARRED QUESTION NO. 2379
TO BE ANSWERED ON 13TH FEBRUARY, 2026
PENDENCY OF GRIEVANCES OF EX-SERVICEMEN AND ECHS CLAIMS
2379. Dr. Kadiyam Kavya:
Will the Minister of DEFENCE be pleased to state:
(a) the number of pending defence pension-related grievances and Ex-Servicemen Contributory
Health Scheme (ECHS) reimbursement claims across the country during the last three years, year-
wise;
(b) the average time taken for the disposal of such grievances along with the reasons for such
delays, if any;
(c) the steps taken by the Government to ensure digital grievance tracking, time-bound settlement
and fixation of accountability; and
(d) whether any performance benchmarks/Service Level Agreements (SLAs) have been fixed for
grievance redressal and if so, the details thereof?
A N S W E R
MINISTER OF STATE (SHRI SANJAY SETH)
IN THE MINISTRY OF DEFENCE
(a) to (d) The Department of Ex-Servicemen Welfare coordinates with all stakeholders for
redressal of defence pension-related grievances. The Centralized Public Grievance Redress and
Monitoring System (CPGRAMS) and the SPARSH Portal are online platforms available to ensure
digital grievance tracking, time bound settlement and fixation of accountability. The average time
taken for disposal of grievances received through CPGRAMS is 30 days. The aggregate rate of
disposal of grievances for the last three years within 30 days is approximately 93%. The details of
pension grievances for the last three years that were disposed within 30 days are as under:
Year Grievances received Grievances disposed
2023 36660 32623
2024 50177 47128
2025 34854 33737
The performance timelines set by the Government are monitored closely to redress
grievances in a time-bound manner.
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