Deficiency in providing of services by banks to sick pensioners / family Pensioner

GOVERNMENT OF INDIA
MINISTRY OF FINANCE
DEPARTMENT OF EXPENDITURE
CENTRAL PENSION ACCOUNTING OFFICE
TRIKOOT-II, BHIKAJI CAMA PLACE,
NEW DELHI-110066

CPAO/IT &Tech/Bank Performance/37 (Vol-III)(A)/2018-19/17

25.04.2018

Office Memorandum

Subject :- Deficiency in providing of services by banks to sick pensioners / family Pensioner.

It has been observed that number of grievances are being received in CPAO regarding deficiency in services rendered by banks to pensioners/family pensioners. Pensioners/ family pensioners especially those who are sick, paralyzed and bedridden are facing problems while withdrawing their money from their respective pensions accounts.

Also Read : Recovery of excess payment made to pensioners

In view of the above, Heads of CPPCs and Heads of Government Business Divisions of all the authorized banks are requested to issue necessary instructions to all the branches to attend these pensioners/family pensioners who are sick, paralyzed and bedridden on priority basis with empathy so that no hardships are caused to the pensioners/ family pensioners.

This issues with the approval of Chief Controller (Pensions).

(Praful Dabral)
Sr. Accounts Officer (IT & Tech)

Signed Copy

Recovery of excess payment made to pensioners – CPAO ORDER

GOVERNMENT OF INDIA
MINISTRY OF FINANCE
DEPARTMENT OF EXPENDITURE
CENTRAL PENSION ACCOUNTING OFFICE
TRIKOOT-II, BHIKAJI CAMA PLACE,
NEW DELHI-110066

CPAO/IT & Tech/SCOVA/20 (Vol-I)/2018-19/20

16.05.2018

Office Memorandum

Subject :- Recovery of excess payment made to pensioners.

It has been brought to the notice of this office that some Bank branches are refusing to disburse the family pension to the family pensioners until and unless the whole overpaid amount is credited back to the bank. This issue was also highlighted in the Standing Committee of Voluntary Agencies (SCOVA) meeting Chaired by Hon’ble Minister of State of the Ministry of Personnel, Public Grievances & Pensions.

In this context, RBI in consultation with Office of the CGA, Ministry of Finance, Deptt. of Expenditure has issued instructions for recovery of excess payment made to pensioners vide their Circular No. RBI/2015-16/340 DGBA GAD No.2960/45.01.001/ 2015-16 dated-17.03.2016 which is reproduced below:

a) As soon as the excess/wrong payment made to a pensioner comes to the notice of the paying branch, the branch should adjust the same against the amount standing to the credit of the pensioner’s account to the extent possible including lumpsum arrears payment.

b) If the entire amount of over payment cannot be adjusted from the account, the pensioner may be asked to pay forthwith the balance amount of over payment.

c) In case the pensioner expresses his inability to pay the amount, the same may be adjusted from the future pension payments to be made to the pensioners. For recovering the over-payment made to pensioner from his future pension payment in instalments 1/3rd of net (pension plus relief) payable each month may be recovered unless the pensioner concerned gives consent in writing to pay a higher instalment amount.

d) If the over payment cannot be recovered from the pensioner due to his death or discontinuance of pension then action has to be taken as per the letter of undertaking given by the pensioner under the scheme.

e) The pensioner may also be advised about the details of over payment/ wrong payment and mode of its recovery.

The above uniform procedure may be strictly adhered to while effecting recovery of excess/wrong pension payments made to pensioners and necessary instructions may be issued to the bank branches to ensure that no branch may refuse the pension/family pension to the pensioners on the pretext of excess payment/ recoveries.

This issues with the approval of Chief Controller (Pensions).

(Md. Shahid Kamal Ansari)
(Asstt. Controller of Accounts)

Signed Copy