Lok Sabha Question No. 5634 (UNSTARRED), answered on 2017-04-07
Subject: Complaints of Defence Personnel
Ministry: DEFENCE
Asked by: RAM TAHAL CHOUDHARY, HARISHCHANDRA DEORAM CHAVAN

## GOVERNMENT OF INDIA MINISTRY OF DEFENCE DEPARTMENT OF DEFENCE

## LOK  SABHA

## UNSTARRED QUESTION NO.5634

TO BE ANSWERED ON THE 7 TH  APRIL, 2017

## COMPLAINTS OF DEFENCE PERSONNEL

5634.  SHRI RAM TAHAL CHOUDHARY: SHRI HARISHCHANDRA CHAVAN:

Will the Minister of DEFENCE j{kk ea=h be pleased to state:

- (a) whether  all complaints of defence personnel are redressed through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) software;
- (b) if so, the main features of the said software;
- (c) the number of complaints registered through the said software during the last two years;
- (d) the average time taken to redress the said complaints; and
- (e) whether  the  Government  has  received  any  information  regarding  any  officer committing  negligency / delinquency during the investigation of the said complaints and if so, the details of action taken by the Government in this regard and the outcome of the said action?

## A    N    S    W    E    R

MINISTER OF STATE IN THE MINISTRY OF DEFENCE

(DR. SUBHASH BHAMRE)

र  ा रा य मं ी

(डा. सुभाष भामरे)

(a) to (e): A statement is attached.

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## STATEMENT REFERRED TO IN REPLY TO PARTS (a) TO (e) OF LOK SABHA UNSTARRED QUESTION NO. 5634 FOR ANSWER ON 7.4.2017

(a) CPGRAMS is only one of the many systems put in place for the redressal of grievances of the Armed Forces personnel. The Army Act, 1950; The Navy Act, 1957; and The Air Force Act, 1950 have clearly laid down procedures  for redressal of  grievances.  Procedures for dealing with  non-statutory  representations/complaints  have  also  been  laid down  by  the  regulations  and  orders  issued  on  the  subject  by  the 3 Armed Forces. There  are  also  informal  mechanisms  in  place  for  redressal  of grievances  in  the  Armed  Forces  like  the  sainik  sammelans,  personal interviews,  suggestion  boxes,  informal  meetings,  open  forum  on  Air Force website etc. (b) CPGRAMS is a web based System, designed and implemented in all  the  Ministries  /  Departments  of  Government  of  India.  This  system provides online access to all citizens to lodge their grievances with the Ministries/Departments  and  also  facilitate  the  petitioners  to  track  the progress of their case till the end i.e. when the case is finally disposed of. The CPGRAMS system allows the Ministries/Departments to monitor the grievances and ensure their time bound redressal by the concerned organisations/institutions under their administrative control. (c) The  total  number  of  complaints  received  by  the  Department  of Defence  through  CPGRAMS  during  the  last  two  years,  viz.  2015  and 2016, is 32,550. (d) The CPGRAMS  data for the last two years (5.4.2015 to 4.4.2017) indicates that the average time taken for disposal of a case in the Department of Defence is 97 days. (e) From  time  to  time,  complaints  on  various  issues  including progress  of  the  investigation  are  received.  Proper  systems  including review  at  various  levels  for  disposal  of  such  cases  are  in  place  to address such issues.

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