Procedure for handling of complaints received through emails – CGA, Finmin O.M dated 24.09.2025
No-C-13019/2/2020 — Vigilance-CGA-Part (2)/3461
भारत सरकार/Government of India
वित्त मंत्रालय, व्यय विभाग/Ministry of Finance, Department of Expenditure
महालेखा नियंत्रक कार्यालय/Office of Controller General of Accounts
ब्लॉक-ई, जीपीओ कॉम्प्लेक्स, आईएनए, नई दिल्ली-110023
Block-E, GPO Complex, INA, New Delhi-110023
(सतर्कता अनुभाग)/(Vigilance Section)
दिनांक :-24.09.2025
OFFICE MEMORANDUM/ कार्यालय ज्ञापन
Subject: Procedure for handling of complaints received through emails — reg.
The undersigned is directed to refer to the guidelines of Department of Personnel & Training (DoPT) OM dated 09.10.2024 (copy enclosed) regarding handling of complaints, the following procedure shall be adopted by all field offices in respect of complaints received through email (From the stage of receiving on mail till verification), with the approval of the Competent Authority:
i. Receipt of Complaint through Email
-On receipt of a complaint through email, the matter shall be placed before the Competent Authority for consideration.
-With the approval of the Competent Authority, a revert mail shall be sent to the complainant seeking details of his/her postal address for further correspondence and verification.
ii. Follow-up Action for Address Verification
-If no response is received from the complainant within one week, a reminder mail shall be sent once again requesting the complainant to furnish his/her postal address.
-In case no reply is received within 1 week even after the reminder, the complaint shall, with the approval of the Competent Authority, be treated and filed as anonymous/pseudonymous in accordance with DoPT guidelines.
iii. In Case, Complainant Address is provided by the Complainant/available in the same E-mail
-If the complainant provides his/her postal address through email, a physical letter shall be sent by post to the given address, seeking confirmation of ownership/disowning of the complaint.
-Along with this confirmation, the complainant shall also be requested to furnish a valid Government Identity Proof for the purpose of verification.
iv. Further Action
-Only after due verification of the ownership of the complaint, as above, shall the complaint be processed further for necessary examination and investigation, if required, as per extant vigilance guidelines.
v. Record Keeping
-All correspondence (emails, reminders, postal communications, replies received, etc.) shall be properly recorded and maintained in the relevant file for audit/vigilance purposes.
2. All field offices are requested to ensure strict compliance of the above procedure in handling complaints received through email.
3. This issues with the approval of the Addl. CGA & CVO.
Encl: As above.
(भोले अमित गुणवंत)
उप. महालेखा नियंत्रक (सतर्कता)
(e-file-16916)
To
- All Pr.CCAs/CCAs/CAs with independent charge.
- All ICAS officers in Office of CGA, PFMS, CPAO & INGAF.
- Sr. AO, IT Division with the request to upload on CGA‘s website.
COMMENTS