Loksabhaquestions Annex 8 AU1122

GOVERNMENT OF INDIA
MINISTRY OF FINANCE
DEPARTMENT OF FINANCIAL SERVICES
LOK SABHA
UNSTARRED QUESTION NO. 1122
TO BE ANSWERED ON THE 29TH APRIL, 2016/9 VAISAKHA, 1938 (SAKA)
DISBURSEMENT OF PENSION BY BANKS
QUESTION
1122. SHRI NANDI YELLAIAH:

SHRIMATI RITI PATHAK:
Will the Minister of FINANCE be pleased to state:

(a) whether the headquarters of the banks have the authority to disburse monthly
pension to pensioners despite the issuance of directions, if so, the details thereof;
(b) whether the Government has received any complaints from pensioners regarding
delay in release of their pension from the banks, if so, the details thereof;
(c) whether the Government has issued any directions to the banks including central
pension processing centres to release the timely pension, if so, the details thereof;
and
(d) the steps taken/being taken by the Government to simplify the procedure in
releasing pensions in this regard?
ANSWER
THE MINISTER OF STATE IN THE MINISTRY OF FINANCE
(SHRI JAYANT SINHA)
(a): As per the circular of Reserve Bank of India (RBI) dated 01.10.2008,
arrangement for disbursement of monthly pension for Civil Pensioners was
operationalised by establishing a Central Pension Processing Centre (CPPC) at all
pension disbursing banks. 42 CPPCs of Banks are disbursing monthly pension to
Central Civil Pensioners (14 of SBI and 28 of other authorized banks).
(b): A Grievance Redressal Cell is functioning in Central Pension Accounting Office

(CPAO) to resolve the problem of pensioners. Apart from getting redressed their
grievances through toll free telephone lines of the CPAO as well as various pension
paying banks, the pensioners can also lodge their pension related grievances in
CPGRAMS portal. As on 27.04.2016, 7436 public grievances relating to retirement
benefit / delay in payment of pensions, including delay in release of pension by
banks, have been recieved of which 7198 grievances have been redressed.
In addition to the above, pensioners can also approach the Banking Ombudsman
offices working under the Reserve Bank of India with their pension related
grievances. The details of complaints received by the 15 offices of Banking
Ombudsman regarding all pension related matters, including delay in release of
pension by banks, are at Annex.
(c) & (d): The provision of the 'Scheme for payment of pensions to Central
Government Civil Pensioners by Authorized Banks' read with 'Accounting &
Operation Procedure for Banks for pension disbursement to Central Government
(Civil) Pensioners' stipulate the time schedule for payment of pension by banks.
All CPPCs are required to credit the monthly pension into the pensioner’s account by
the last working day of the month, except in the month of March when it would be
credited on the first working day of April.
Instructions are issued from time to time to the banks to ensure strict compliance of
the directions of the Department of Pension and Pensioners’ Welfare (DOPPW)
relating to timely payment as well as redressal of grievances of pensioners.
To facilitate submission of life certificate, all pension disbursing banks were advised
vide circular dated 02.03.2016 to accept Digital Life Certificate (DLC) through Jeevan
Pramaan Facility from the pensioners. Since adoption of DLC is a voluntary decision
of the pensioner, therefore, the banks were also asked to ensure that there is no
discrimination against those pensioners who choose to submit life certificate through
conventional means.
To avoid delay in disbursement of first payment of pension to pensioners, the
undertaking by pensioner for refund or making good any amount to which he is not
entitled is now being forwarded along with the Pension Payment Order by the
Accounts Officer/CPAO and pensioner is not required to visit the bank to activate the
first payment of pension.
The implementation of paper less movement of digitally signed e- revision authorities

to banks is underway for faster and timely processing and credit of revision of
pension cases.
*****
Annex
Complaint received at the Offices of Banking Ombudsmen from July 2014 to April 25,2016 regarding Pension
Bank Name
Public Sector Banks 2014-15 2015-16(till April 25,2016
STATE BANK OF INDIA 3274 2633
STATE BANK OF BIKANER AND JAIPUR 243 162
STATE BANK OF HYDERABAD 54 40
STATE BANK OF MYSORE 17 22
STATE BANK OF PATIALA 74 66
STATE BANK OF TRAVANCORE 44 51
ALLAHABAD BANK 91 102
ANDHRA BANK 37 45
BANK OF BARODA 138 118
BANK OF INDIA 223 226
BANK OF MAHARASHTRA 28 27
CANARA BANK 139 217
CENTRAL BANK OF INDIA 219 153
CORPORATION BANK 5 5
DENA BANK 87 50
INDIAN BANK 82 62
INDIAN OVERSEAS BANK 58 66
ORIENTAL BANK OF COMMERCE 18 22
PUNJAB AND SIND BANK 22 25
PUNJAB NATIONAL BANK 470 442
SYNDICATE BANK 88 107
UCO BANK 84 108
UNION BANK OF INDIA 126 109
UNITED BANK OF INDIA 66 54
VIJAYA BANK 16 19
IDBI BANK LIMITED 2 0
Bhartiya Mahila Bank 0 0
Private Sector Banks

CATHOLIC SYRIAN BANK LTD 0 0
CITY UNION BANK LIMITED 0 0
FEDERAL BANK LTD 0 0
ING VYSYA BANK LTD 0 0
JAMMU AND KASHMIR BANK LTD 1 0
KARNATAKA BANK LTD 0 0
KARUR VYSYA BANK LTD 0 0
LAKSHMI VILAS BANK LTD 0 1
NAINITAL BANK LTD 0 0
RATNAKAR BANK LTD 0 0
SOUTH INDIAN BANK LTD 0 0
TAMILNAD MERCANTILE BANK LTD 0 0
THE DHANALAKSHMI BANK LTD 2 0
AXIS BANK LIMITED 4 6
BANDHAN BANK LIMITED 0 0
DEVELOPMENT CREDIT BANK LTD. 0 0
HDFC BANK LTD. 7 0
ICICI BANK LIMITED 7 3
INDUSIND BANK LTD 0 0
KOTAK MAHINDRA BANK LTD. 0 0
YES BANK LTD. 0 0
Foreign Sector Banks

AMERICAN EXPRESS BANKING CORP. 0 2
BARCLAYS BANK PLC 0 0
CITIBANK N.A 0 0
DEUTSCHE BANK(ASIA) 0 0
HONGKONG AND SHANGHAI BANKING 2 0
CORPN.LTD.
ROYAL BANK OF SCOTLAND 0 1
STANDARD CHARTERED BANK 2 5
OTHERS 47 36
Total 5777 4985

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GOVERNMENT OF INDIA

1122. SHRI NANDI YELLAIAH:

Will the Minister of FINANCE be pleased to state:

(b): A Grievance Redressal Cell is functioning in Central Pension Accounting Office

The implementation of paper less movement of digitally signed e- revision authorities

Private Sector Banks

Foreign Sector Banks

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