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The Employees State Insurance Corporation directs all Heads of Offices and Grievance Redressal Officers to ensure complete and qualitative resolution of public grievances on the CPGRAMS portal. Grievance Redressal Officers must upload relied upon documents such as letters or orders issued for grievance redressal and provide valid, speaking reasons when closing a grievance or when a citizen request is not accepted. Grievances must ordinarily be resolved within twenty-one days, while priority cases must be resolved within three days. Grievances must not be closed using statements indicating that the matter does not pertain to the specific office or region.
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C-12012/54/2021-PG
I/2925448/2025
[Image omitted. See the official document.] मुख्यालय / HEADQUARTERS कर्मचारी राज्य बीमा निगम (श्रम एवं रोजगार मंत्रालय, भारत सरकार) EMPLOYEES' STATE INSURANCE CORPORATION (Ministry of Labour & Employment, Govt. of India)
लोक शिकायत शाखा / PUBLIC GRIEVANCES BRANCH पंचदीप भवन, सी. आई. जी. मार्ग, नई दिल्ली- 110 002 PANCHDEEP BHAWAN, CIG MARG, NEW DELHI - 110 002 Website: esic.gov.in/ esic.in
No. C-12012/54/2021-PG
Dated: #Approved Date
OFFICE MEMORANDUM
In several cases it has been observed that Grievance Redressal Officers are closing the Public Grievances with the remarks “The grievance is disposed as per the attached letter of concerned office”. However, in many of the cases the concerned document is not found uploaded in the portal. Also, the resolution recorded by GROs also not found self-speaking and reasoned.
Such type of incomplete reply leads to conversion of grievance into appeal which is avoidable and leads to dissatisfaction of the grievance sender.
In the matter, attention is also invited towards Govt. of India, Department of Administrative Reforms and Public Grievance (DARPG) Office Memorandum No. S-15/21/2021-(PG)-DARPG(e-7085) dated 23.08.2024 (copy enclosed) circulated by ESIC Headquarters, New Delhi letter no. C-12012/50/2022-PG dated 29.08.2024 (copy enclosed) wherein inter alia the following has been prescribed in comprehensive guidelines:
“7.4 It has been observed that in several cases, while closing the grievance GROs do not upload the Relied Upon Document. As such, GROs must ensure to upload any letter/ order issued by the Ministries/ Department for redressal of grievances. They also must give valid and speaking reason while closing the grievances, in case of non-acceptance of request of the citizen.”
All the HoOs/ GROs are requested to ensure strict compliance of the same for complete & qualitative resolution of the grievances in a time bound manner.
Digitally signed by
Ravi Prakash
Date: 21-08-2025
(Ravi Prakash, IOFS)
Additional Commissioner (PG)
To,
C-12012/54/2021-PG
I/2925448/2025
C-12012/50/2022-PG
I/1668228/2024
[Image omitted. See the official document.] कर्मचारी राज्य बीमा निगम (श्रम एवं रोजगार मंत्रालय, भारत सरकार) EMPLOYEES' STATE INSURANCE CORPORATION (Ministry of Labour & Employment, Govt. of India)
मुख्यालय Headquarters’ पंचदीप भवन सी.आई.जी. रोड, नई दिल्ली-110002 PANCHDEEP BHAWAN, C.I.G. MARG, NEW DELHI-110 002 Phone: 011-23604700 Email: dir-gen@esic.nic.in Website: www.esic.nic.in / esic.in
No. C-12012/50/2022-PG
Date: 29.08.2024
To,
The Regional Director/Joint Director/
Deputy Director In-Charge,
ESI Corporation, ROs/SROs.
Medical Superintendents,
ESIC Hospitals/Model Hospitals.
Dean/Head,
ESIC Medical/Dental Colleges.
Subject: Timely and qualitative disposal of Grievances on CPGRAMS.
Sir/Madam,
Department of Administrative Reforms and Public Grievance (DARPG) has undertaken a review of existing processes to make CPGRAMS more sensitive, accessible and meaningful to the citizens. DARPG has issued a comprehensive guideline to strengthen Grievance Redressal Mechanism vide OM dated 23.08.2024 (copy attached).
In view of the above, it is advised to comply with the following points while disposing of grievances on the CPGRAMS Portal:
C-12012/50/2022-PG
I/1668228/2024
region/office” or its equivalent language. Efforts shall be made to transfer the same to the right authority if the subject of the grievance does not pertain to the receiving region/office.
In this context, the Heads of Offices of all ROs, SROs, ESIC Hospitals, and Medical or Dental colleges are requested to regularly review grievances pending for more than 15 days on the CPGRAMS portal to ensure that no grievance remains unresolved for more than 21 days.
This issues with the approval of competent authority.
Hindi version will follow.
Signed by Ravi Prakash
Date: 29-08-2024 18:27:52
(Ravi Prakash, IOFS)
Additional Commissioner
Copy to:-
C-12012/50/2022-PG
I/1668228/2024
S-15/27/2024-PG division
I/2539/2024
F.No. S-15/21/2021-(PG)-DARPG(e-7085)
Government of India
Ministry of Personnel, Public Grievances & Pensions
Department of Administrative Reforms and Public Grievance
5th Floor, Sardar Patel Bhawan, Sansad Marg,
New Delhi, dated the $23^{\text{rd}}$ August, 2024
OFFICE MEMORANDUM
Subject: Comprehensive guidelines for handling the Public Grievances.
The undersigned is directed to say that in line with the directions of the Hon’ble PM during his interaction with the Secretaries to the GOI on $29^{\text{th}}$ June 2024, DARPG has undertaken a review of existing processes to make CPGRAMS more sensitive, accessible and meaningful to the citizen.
In the past, DARPG had introduced several measures for strengthening CPGRAMS and also issued a comprehensive guideline to strengthening Grievance Redressal Mechanism vide this Department OM of even no. dated 27.07.2022, which stand revised/reiterated as under:
