NPS Grievance redressal Policy for Ordnance Factory Employees

National Pension System – NPS Grievance redressal Policy for Ordnance Factory Employees issued by Principal Controller of Accounts (FYS), Ministry of Defence


10-A, S K BOSE ROADM KOLKATA – 700 001


Ph- 033-22488878/5077-5080(Ext-665), Fax-03322480991, e-mail [email protected]

Grievance redressal policy under National pension System in r/o PC of A (Fys)


Office of the principal controller of factories has been envisaged to control the functioning of forty one branch AO under 9 Group controllers. The following PAO comes under purview of this office as being pr.PAO so far as NPS is concerned. The main aim/objective behind the creation in factory organization is to render efficient, correct, prompt accounting and payment services besides financial/expertise services to factory management and OFB Authorities.

Government of India has introduced a New Pension Scheme replacing the defined benefit pension scheme. The New Pension Scheme comes into operation w.e.f from 01.01.2004 and applicabel to all new entrants of Central Government Service on or after 01.01.2004. The New Pension Scheme is working on defined contribution basis and will have two tiers-Tier-I and Tier-II. Tier-I is mandatory for all Govt. Servants/employees of autonomous institutes. In Tier-I government will have to make a contribution of 10% of the Basic pay, DP and DA which will be deducted from his salary bill every month. Government will make equal matching contribution and will deposit the same in non-withdrawal pension Tier-I account.


Under NPS system Branch Accounts Offices are termed as “Pay Accounts Offices (PAO)”, As a Central Govt. Office, the correct and timely deposit of contribution in Tier-I account by the respective Branch Accounts Offices (PAOs) is the prime concern. As a part of PFRDA (Redressal of Subscriber Grievance) Regulation, 2015, every intermediary is required to follow the Grievance Redressal policy. Accordingly, the below stated Grievance Redressal policy (GRP) is made for prompt redressal of the grievances arising out of various services offered by the Branch Accounts Offices in the capacity of intrmediary. The scope of this GRP is restricted to redressal of grievances raised against intermediary.

The term “Grievances”is defined as “Grievances of complaint”includes any communication that expresses dissatisfaction, in respect of the conduct or any act of omission or commission or deficiency of service on the part of Branch Accsilnts offices, an intermediary and in the nature of seeking a remedial action but do not incrude following:

(i) Complaints that are incomplete or not specific in nature;

(ii) communications in the nature of offering suggestions:

(iii) Communications seeking guidance or explanation.

(iv) complaints which are beyond the powers and functions of the PAOs/Pr.AO or beyond the provisions of the PFRDA Act and the rules regulations framed there under; and

(v) complaints that are subjudice (cases which are under consideration by court of law or quasi-judicial body) except matters within the exlusive domain of the PFRDA under the provisions of the Act.


The purpose of this policy is to set forth the policies and procedures to be followed in receiving, handling and responding to any grievance against the concerned PAOs in respect of the services offered by them. The following are broad objectives for handling the customer grievances.

1. To Provide fair and equal treatment to all employees of respective Factory/Branch Offices without bias at all times.

2. To ensure that all issues raised by employees are dealt with courtesy and resolved in stipulated timelines.

3. To develop an organizational framework to promptly address and resolve employees Grievances fairly and equitably.

4. To Provide enhanced level of satisfaction.

5. To provide easy accessibility to the employees of respective Factory/Branch offices for an immediate Grievance redressal.

6.To put in place a monitoring mechanism to oversee the functioning of the Grievance Handling Policy.
How to raise the grievance:- (Tier-I)

The subscribers can raise grievances through the following mode:

By raising a grievance in writing – in the specified format/letters/representation addressed to the Grievance Redressal Officer,PAO/Chief Grievance Redressal Officer, pr.AO.
Resolution mechanism for grievances:-

The grievance will be resolved by concerned PAO and then appropriate reply will be sent to the complainant by the PAO/Pr.AO.
Turn Around time (TAT)

Every grievance has to be disposed – Off by the PAO within a period of thirty days of its receipt at both the redressal tiers.
Grievance Redressal Officer (GRO) and chief Grievance redressal Officer (CGRO):-

The details of respective Grievance Redressal Officer (GRO) at PAO level are:

Sl.No Name and address
1 Shri Nabarun Dhar, IDAS

Joint Controller of Accounts (Fys)

Grienvance Redressal Officer (GRO), NPS


10-A S.K.Bose Road, Kolkara – 700 001.

Phone No. (033) 22484341 Fax No. (033) 22480991.

Email address: [email protected]

2 Shri Abhiram Mandal, IDAS

Deputy controller of Accounts (Fys)

Grievance Redressal Officer (GRO), NPA


10-A S.K.Bose Road, Kolkata – 700 001.

Phone No. (033) 22484341 Fax No. (033) 22480991.

3 Shri Vidhu Aggarwal, IDAS

Assistant Controller of Accounts (Fys)

Grievance Redressal Officer (GRO), NPS


10-A S.K.Bose Road, Kolkata – 700 001.

Phone No. (033) 22484341 Fax No. (033) 22480991

Email address: vidhugupt

4 Shri Rajesh Kumar, Sr A.O.

Grievance Redressal Officer (GRO), NPS


Ordance Factory Nalanda(P), Rajgir 803121

Phone NO. (06112) 257105 Fax No. (06112) 257102.

Email address: [email protected]

If the complainant is not satisfied with the refressal of his grievances or if it has not been resolved by Grievance Redressal Officer, concerned PAO by the end of thirty days of the filing of the complaint, he/she may escalate the grievance to the chief Grievance Redressal Officer (CGRO).
The present Chief Grievance Redressal Officer (CGRO) details are:-

Shri M.C.Chakrabortty, IDAS

Controller of Accounts (Fys),

Chief Grievance Redressal Officer (CGRO), NPS


10-A S.K.Bose Road, Kolkata – 700 001.

Phone No. (033) 22484341 Fax No. (033) 22480991

Email address: [email protected]

The record of grievances will be maintained by the concerned Redressal Officer.


(Nabarun dhar)

Joint Controller of Accounts (Fys)

Source: Principal Controller of Accounts (FYS) – Ordance Factories

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