G.O.Ms.No.51, Dated: 28-5-2020-“Prabhutvaudyoga Pinchanudarula Nestham” – Redressing of Grievances of Pensioners.
ORDER:
The Government of Andhra Pradesh is committed to ensuring efficient
and hassle-free delivery of services to the citizens and the Spandana
initiative of the Government is one of the several steps taken for
addressing public grievances.
2. The Hon’ble Chief Minister has also desired that effective steps to
be taken for redressing the grievance of Pensioners, who have retired
after contributing their services to the State, and has made an
assurance for establishing a Pensioner Grievances Redressal Cell in each
District
of Andhra Pradesh for providing effective and responsive resolution of their grievances.
3. In accordance with the assurance given by the Hon’ble Chief Minister,
the following instructions are issued for the establishment of a
mechanism for filing, processing, resolution, tracking & monitoring
the grievances of Pensioners.
I. A Cell for addressing the grievances of the Pensioners named as
“PrabhutvaudyogaPinchanudarula Nestham” shall be established in every
District in the office of the Deputy Director, District Treasuries.
II. The Nodal Officer for the Cell at the District level shall be the
Assistant Treasury Officer (Pensions), O/o Deputy Director, District
Treasuries.
III. The Nodal Officer for the Cell at the State Level shall be the
Joint Director (Pensions), O/o Director of Treasuries & Accounts.
A.P.
IV. The Nodal Officer for the Cell at the Government Level shall be
the Deputy Secretary (HR.III ). Finance Department, A.P. Secretariat.
V. The Secretary, (Budget), Finance Department supervise & guide the functioning of the Cells.
VI. “Prabhutvaudyoga Pinchanudarula “Nestham” shall be enabled by robust
software and the following will be a protocol for the processing of the
grievances.
a. The Pensioner will login-in in the CFMS website with the
Pensioner id allotted to the persons sanctioned Provisional or Regular
pension.
b. The Pensioner details will be automatically displayed on log-in.
c. The Pensioner will select the category of the grievance which is pre-populated in the software.
d. The Pensioner will furnish further details of the grievance in the text-box provided.
e. The Pensioner can upload the relevant documents if required.
f. On successful upload a Grievance Id will be created.
g. An SMS/Mail acknowledging the receipt will be sent to the Pensioner.
h. The grievance will be automatically transmitted to the inbox of
the Nodal Officer at the District level, who will examine and forward
the same to the concerned STO/Officer in o/o DD, District Treasuries on a
daily basis.
i. The concerned STO/Officer in o/o DD, District Treasuries shall resolve the
grievance & send the reply within (3) working days to the Nodal Officer.
j. The Nodal Officer will examine the reply & upon being satisfied will send the Resolution Report to the Pensioner.
k. An SMS/Mail regarding the Resolution will be sent to the Pensioner.
l. The grievances not resolved by the STOs within (3) days will be
automatically escalated to the Deputy Director, District Treasuries
concerned.
m. The escalated grievances not resolved by the Deputy Director,
District Treasury within (7) days will be automatically escalated to the
Director of Treasuries & Accounts.
n. The Director of Treasuries and Accounts shall take action to resolve the
grievances escalated to him within (7) working days, without fail.
o. The “Prabhutvaudyoga Pinchanudarula Nestham” software shall have
the facility for enabling Pensioners to track the status of his
grievance & dashboard for officers of Treasuries/Finance Department
to track the status & delays in resolution. A facility for alerts,
oversight & IVR based feedback of the pensioner regarding the
quality of the resolution shall be provided.
4. The software for “Prabhutvaudydoga Pinchanudarula Nestham” shall be
developed by the APCFSS as per the requirement of the Director of
Treasuries.
5. The Director of Treasuries and Accounts shall be responsible for the
implementation of “Prabhutvaudyoga Pinchanudarula Nestham”, timely and
qualitative redressing of the grievances and for ensuring that the
system will be live by 30th May 2020.
6. The G.O is available on internet & can be accessed at "http://www.ap.gov.in/goir and http://www.apfinance.gov.in"
