ADVANCED RAILWAY PENSION ACCESS NETWORK (ARPAN) · 2019. 4. 22. · ARPAN Grievance user manual TCS WR Confidential Page 20 of 30 Redressal Action Following three actions can be taken

ARPAN Grievance user manual

TCS WR Confidential Page 1 of 30

ADVANCED RAILWAY PENSION ACCESS NETWORK

(ARPAN)

Grievance Registration by Employee

User Manual Version 1.0

April, 2019



Grievance registration

Application

Click on Applications Grievance Grievance Management

Application will open in new window.

Following three fields are displayed on screen to search PPO.

Arpan PPO number – complete PPO number need to be entered

Old PPO number – partial characters can be entered

CBS account number – complete account number need to be entered



Search PPO

Enter Arpan PPO number and click on Search button

Pensioner details will be displayed along with list of grievances registered for this PPO.



Enter partial characters in Old PPO number field and click on search button

List of PPO matching the characters will be displayed.



Click on view button in front of PPO record to view its details as shown below.

Enter complete old PPO number and click on search button




Enter account number and click on search button.




Register new grievance

Click on Register New Grievance button to register grievance for this PPO.

New screen will be displayed to enter details as shown below.

Grievance reason

Applicant name

Mobile number

Communication address

Grievance details



Grievance reason can be selected from the list as shown below.

Enter other details as shown below.

Click on Browse button to upload any document as a reference to this grievance.



Select document and click on Open button.

Confirmation message will be displayed on screen for document upload.

Click on OK button of this message.

The uploaded document will be displayed on screen as shown below.

Also user can delete the uploaded file.



Click on Submit grievance button to register grievance.

Cancel button also provided to cancel grievance registration. After click on Cancel button screen will be

closed.

Grievance number will be displayed on screen.

SMS will be sent to entered mobile number mentioning grievance number.

Also future actions taken on grievance will be again sent through SMS to same mobile number till closure of

grievance.



View grievance details

Enter Arpan PPO number to check grievance details.

Grievance details for this PPO will be displayed as shown below.



My account

The registered grievance can be seen in pensioner My Account login as shown below.

Grievance task

Task of the grievance will be created in PL1/AL1 inbox.



Open task and its details will be displayed as shown below.



Pending

Enter comments and click on Pending button to request for additional documents.

The additional documents can be uploaded by employee or pensioner.



The task will remain in inbox for further processing.

Pensioner can see comments entered by user and upload documents.

Browse button will be enabled to upload documents.



Enter Arpan PPO number/Old PPO number/Account number to view grievance details.

Browse button will be enabled to upload documents.

Click on Browse button, select document and click on Open button to upload document.



Confirmation message will be displayed after document upload.

The list of uploaded documents will be displayed.

User can still delete any uploaded documents.

Click on Submit button after all documents are uploaded.



Confirmation message will be displayed after document submit.

Check grievance details by entering Arpan PPO number.

The list of uploaded documents will be displayed on screen.



Open grievance task in inbox.

All uploaded documents will be displayed on screen along with previous comments entered by user.



Redressal Action

Following three actions can be taken for grievance redressal.

1. Process Revision.

Click on Process Revision radio button and Revision Reason dropdown list will be enabled.

Click on dropdown button to view list of reasons available to process revision for the grievance.

User can select any specific revision.

2. Send Letter to Bank.

Click on Send Letter to Bank radio button for sending letter to bank for the grievance.

Letter content field will be enabled.

User can enter text to be mentioned in auto generated letter to bank.



3. Disposal

Click on Disposal details radio button.

Following fields will be displayed on screen to enter details.

Letter number

Letter date

Applicant intimation – Yes/No

Disposal comments - comments for the action taken on grievance



Disposal

Click on Disposal Details radio button and enter details as shown below.

Click on Submit button and grievance will be closed.



Enter PPO number and click on Search button to check details of grievance.

Status of grievance will be closed.

The status of registered grievance can be seen in pensioner My Account login as shown below.



Bank letter

Enter PPO number and click on Search button to view grievance details as shown below.

User cannot enter grievance if any of the previous grievance is not closed.

Error message will be displayed on screen after click on Register New Grievance button.

Task of grievance is available in inbox as shown below.



Open task to view grievance details.

Select grievance action as Send Letter to Bank, enter letter content as shown below and click on Submit

button. The grievance will be closed and bank letter will be generated.



Enter PPO number and view grievance details.

Generated bank will be displayed on screen.

User can click on Download button to download and view letter.



The generated bank letter will be as follows.



Revision

Enter PPO number and click on Search button to view grievance details as shown below.

Task of this grievance will be available in inbox.

Open task to view grievance details.



Select Process Revision radio button, select revision reason from list, enter comments and click on Submit button. This grievance will be closed and revision will be initiated for this PPO.

Enter PPO number and view grievance details as shown below.

Grievance status will be displayed as “Revision Initiated”



Revision task will be created in inbox.

Open task to view its details.

Grievance number will be displayed in revision task.

After completion of revision the status of grievance will be automatically closed.

Documents

ADVANCED RAILWAY PENSION ACCESS NETWORK (ARPAN) · 2019. 4. 22. · ARPAN Grievance user manual TCS WR Confidential Page 20 of 30 Redressal Action Following three actions can be taken