In a diktat issued to its field officers earlier this week, the EPFO has asked them to bring down the average disposal days to less than seven by speeding up the first action on each grievance to not more than three days as any delay at the first stage inevitably increases the average disposal days.
In its earlier order of 2022, EPFO had directed disposal of public grievances within 15 days while fixation of pendency of responsibility beyond 30 days.
“It has been observed that there has been continued increased pendency of grievances beyond 15 days and 30 days inviting critical comments from the ministry of labour and employment,” it said.
EPFO further said that being a public organization which is at the fulcrum of India’s social security system, delayed response to grievances is inimical to the image of EPFO while bringing disrepute to the organization.
As per its latest directive, EPFO has advised its offices across India to immediately resolve intra-office grievances and instantly transfer the inter-office issues to concerned regional offices without any delay.
“The zonal offices and regional offices are directed to ensure that the disposal of the grievances may be accorded due priority in their operational sphere while making sure that the average disposal days are kept to minimum and in any case below seven days,” it said.EPFO has further asked its zonal offices to review their jurisdictional regional offices on a regular basis and fix the responsibility for grievances beyond 30 days while keeping the head office informed of progress in such matters.
In 2022-23, the average number of grievances at EPFO’s regional offices could be 10,000 to 12,000. However, out of 135 such offices, the number could be manu fold in big cities like Mumbai, Delhi and Bangalore among others.