EMPLOYEES’ PROVIDENT FUND ORGANISATION
(ministry of Labour & Employment Got. of India)
Bhavishya Nidhi Bhawan, 14, Bhikaiji Came Place, New Delhi – 110 066.
No. CSD-I/Review Meeting/Hon’ble Secy./2016/14456
Dated: 06 OCT 2017
All Addl. Central P.F. Commissioner (Zones),
Regional P.F. Commissioners/In-charge of Regional Offices,
Sub: Disposal of grievances related to EPPO registered through the online grievance management portal of the Central Government viz. Pgportal.gov.in.-reg.
This communication is in connection with disposal of grievances related to EPPO registered through the online ‘grievance management portal of the Central Government viz. pgportal.gov.in.
As all are aware that:
1. A grievance registered through this portal is required to be disposed of within thirty days of its lodgement.
2. A grievance is taken as disposed of only after the satisfaction of the person who lodged the grievance is ascertained and recorded.
3. Review of the timeline and quality of disposal of such grievances arc conducted periodically at high level by the Ministry of Labour and Employment and in addition by Directorate of Public Grievances, Cabinet Secretariat and the Department of Administrative Reforms and Public Grievances (DARPG) as well
4. Secretary, Ministry of Labour and Employment conducts a monthly review of such grievances which have exceeded the prescribed time-limit of thirty days.
Respecting this, the circulars issued by the Customer Services Division of the Flead Office from time to time may be revisited.
The recent experience during the review meeting conducted by the Secretary is that there remained a considerable number of grievances which were unattended or unresolved beyond the specified period of thirty days. It is also pertinent to point out that, in many cases, the last minute follow up/persuasion by Head Office, before such meetings, have resulted into the logical redressal of these grievances. It shows that though such grievances were amenable to redress, but the same were not concluded for want of sufficient effort on the part of field office.
Further, during the course of such review meeting, some of the aggrieved persons, when contacted on phone, expressed that they were not satisfied with the quality of disposal. Then the next question asked was to explain the reasons behind excessive time consumed and the poor quality of disposal of grievances. Though the Head Office coordinates matters related to grievances, it awn; not deal with disposal of such cases first-hand. To improve the efficacy of such review meetings, it is, therefore, imperative that some further measures may be undertaken. One such measure decided by the Head Office is that every instance where a grievance remains unresolved beyond lapse of stipulated period ie. thirty days, shall be explained, during such review meetings, by the officers of the office under whose direct jurisdiction such cases &liar who dealt with such cases.
Accordingly, it is hereby instructed as follows:
1. That the Officer-in-Charge of the Regional Office/other offices concerned, as the case may be, shall attend such review meeting alongwith all relevant records to explain such cases.
2. That when such cases involve two or more offices, the instruction in the preceding paragraph shall apply to each of them.
3. That the Officer-in-Charge concerned is required to attend in person and representative should not be deputed to attend such a meeting without cogent reason for doing so.
Officers who arc required to visit New Delhi for the purpose of attending such meetings shall be communicated in advance, may be at short notice according to constraint of situation, to arrange for such visit.
(K. L Goyal)
Additional Central P.F. Commissioner (HQ) (CSB)