An initiative under Department of Telecommunications(DoT), and developed by the Controller
General of Communication Accounts(CGCA), the Comprehensive Pension Management System or
SAMPANN is an integrated Pension application for telecom pensioners. This will provide an integrated
approach with online facilities to its pensioners to make pension management more convenient.
1. What are the contact points available to the Pensioner?
Reply: The following contact points will be available to the pensioners in case he/she faces any
trouble or has any grievance. -
All India Toll-Free Helpline no. - 1800-113-5800
(Timings – 9:30 AM to 6:00 PM except on weekends & gazetted holidays)
Centralized helpdesk dedicated Mail Id – sampann.cpms-dot@gov.in
Sampann Mobile app
Online grievance redressal facility through the pensioners’ account in dotpension.gov.in.
CCA offices or Pensioners’ Lounge Facility at all the Pr. CCAs/CCAs offices.
Pensioners’ Service Centre in BSNL units where available.
CSCs/banks for Life certification only
2. How can a pensioner submit the Life Certificate/Digital Life Certificate?
Reply: Pensioners can continue to submit Digital Life Certificates at the Banks/ Post Offices who
have Jeevan Pramaan Facility. In addition, the Pensioners Service Centre at SSAs, Pensioners’
Lounge at CCA Offices, banks and CSCs will facilitate online submission of Digital Life Certificate
for the pensioner.
For submission of DLC, the pensioner requires to be physically present to facilitate Biometric
verification, and provide the PPO/Mobile number/Aadhaar Number at the CCAs/ Pensioners
Service Centre/ Banks /HPOs/ CSCs/ Aadhaar centers for filling online in the following format.
Step 1
Step 2
Step 3
***Important details for pensioners while filling in information for online DLC:
For pensioners who are receiving pension via CPPCs:
Sanction authority is TELECOM
Disbursing Agency is Bank and
Agency is the Bank name.
When pension is directly disbursed by CCA office:
sanction authority will be TELECOM,
Disbursing Agency will be Department of Telecommunication,
Agency is the CCA ABC. (Name of CCA which has issued the PPO)
Step 4
Modes for submission of Life certificates:
Digitally- The Digital Life Certificate will travel online and is not required to be physically
submitted.
Manually- Alternatively, Life Certificates issued by any of the agencies mentioned in Rule 343 of
Central Treasury Rules (CTR) Para 15.2(I), can be dispatched to the CCA offices via Speed
post/registered post etc. wherein, personal appearance of the pensioner is exempted.
Life certificate can also be issued by Banks, digitally or manually
3. How will Pensioner get the Pension Slip and Gratuity?
Reply: Pensioners will continue to receive the Pension Slip on their registered mobile number
and e-mail ID indicating basic pension, commuted pension, IDA, Income Tax deduction and
pension credited in the registered Bank Account. The Pension Slip with password protection will
be provided to the pensioners in on his/her registered email id. Moreover, the pensioner can also
view the monthly statements for pension and gratuity slip in his account/dashboard in the CPMS
website at dotpension.gov.in.
However, if the pensioner still faces any issue, the pensioner can contact the All India Toll free
helpline and Local Toll free helplines at each CCA Offices.
4. How will pensioner receive Form 16?
Reply: The Form 16 will be sent to the pensioner’s address by Post and can also be downloaded
from the pensioner’s account in the dotpension.gov.in website at the end of FY
5. In the case of Family Pension and in the event of death of the Family Pensioner/Pensioner which
office should be the dependant approach?
Reply:
In the event of the death of the Pensioner/Family pensioner, if the name of claimant is mentioned
in the PPO or any revised Pension authority issued by the CCA office, then the claimant need not
present himself/herself to the O/o Pr. CCAs/CCAs.
The claimant requires to send the following to the concerned Pr. CCAs/CCA
1. Death certificate of pensioner
2. Account details /Bank undertaking and mandate form duly filled- if there is change in account
details
3. Proof of life certificate- for this either he may present himself or herself before a CCA office or
send a Life certificate by Post or generate a digital Life certificate as mentioned in FAQ S No 2
above. Steps followed in DLC generation are reiterated below.
STEP 1
Here, the claimant shall fill his/her Mobile number and Aadhaar Number.
STEP 2
Step 3:
Name of pensioner: Name of claimant
PPO Number: same as earlier PPO number
Type of Pension: Family Pension
Other details and steps shall remain the same.
In the event of the death of the Pensioner/Family pensioner, if the name of claimant is not
mentioned in PPO or any revised authority issued by the CCA office, then claimant may submit
the Following to the office from which the pensioner retired:
1. Duly filled form 14
2. Bank Undertaking and Mandate form
3. Photograph and specimen signature/finger print
4. Death Certificate of pensioner
However, if the pensioner still faces any issue, the pensioner can contact All India toll free
helpline and Local Toll free helplines at each CCA Offices.
6. Does pensioner have to be identified for the first time at the time of taking pension?
Reply: No, there will be no need for the identification of the pensioner for the first time at the
time of taking pension.
7. What if the pensioner has made any error at the time of filling up his Form?
Reply: The pensioner has to intimate the same to helpdesk or their Head of the office at the
earliest about such error occurred and forms shall be returned for the rectification of such error
and resubmission by the pensioner.
8. What will be requirements of uploading the scanned photographs and signature in the CPMS?
Reply: The following Do’s and Don’ts must be fulfilled by the pensioner in order to upload the
scanned photographs and pictures on the CPMS portal which is: -
Dos
Paste/upload joint colour photograph (or
separate photographs) in the box meant for
affixing/ uploading the photograph and signature
with following dimensions
:
Single photograph: 4.5 cm height x 3.5 cm width
Digital photograph: File size should be less than
70kb in JPG/JPEG
Joint photograph: 4.5 cm height x 7 cm width
Digital photograph: File size should be less than
70kb in JPG/JPEG
Signature: Should be in blue/black ink and
clearly visible and size will be 2 cm
height x 6 cm width.
Digital Signature : File size should be less than
70kb in JPG/JPEG
The background of the photograph should be a
plain light colour background.
The photo should capture full face, front view,
with eyes open.
The head should be in the centre of the frame.
Photograph should fit within the given box.
There should not be any distracting shadows on
the face or on the background.
9. What if the pensioner loses the copy of the PPO?
Reply: The Pensioner can download the same from his/her Dashboard in the CPMS portal.
10. What if the pensioner forgets his/her password?
Reply: The Pensioner can any time reset his/her password whenever he has forgotten the same
by clicking on the reset password utility and then the pensioner will get an SMS on his/her
registered mobile no. along with the OTP which he/she has to furnish in order to reset the same.
After doing the said process the pensioner can reset his/her password.
11. What are the alternatives in case the Helpline is not responding?
Reply: In case the Helpline is not responding then the pensioner can raise a grievance by logging
in the CPMS Portal with his User ID or he/she can reach the authorities by mailing the grievances
to sampann.cpms-d[email protected] or He/She can call the local Helpline Nos for the early resolution of
his/her issues.
12. What will be the Grievance Redressal Mechanism in CPMS?
Reply: The pensioner can lodge the complaint/grievance from his/her dashboard in the CPMS
portal by clicking on the tab “Grievance Management”. After selecting the grievance type and
submitting the details of grievance, the grievance will be sent digitally to the concerned official. A
Ticket number/Complaint number will be generated and the pensioner will get an SMS/Email
confirmation of the grievance raised by him. The pensioner can simultaneously track the
grievance and get the updated status from his/her dashboard.
However, if the pensioner still faces any issue, the pensioner can contact All India Toll free
helpline and Local Toll free helplines at each CCA Offices.
13. When will monthly pension gets processed?
Reply: The pensioner will get an alert via SMS/Email facility reflecting the updated status of
his/her pension case and he/she can also track the pension case on his/her dashboard/account
on dotpension.gov.in the CPMS portal.
14. If the pensioner has changed his/her Bank account details, how can he update the same?
Reply: The pensioner can submit/send by post, the updated Bank Account details in Bank
undertaking form and Mandate form duly signed to the O/o Pr. CCAs/CCAs. The account details
will be updated in the next month.
15. I am an existing pensioner taking pension via CPPCs, how will I get my pension in the new system?
Reply: The existing pensioners will be migrated to the new system in the new financial year
followed by announcements and proper intimations, the pensioner will continue receiving
pension in the same account in which pension was credited earlier. The new system will provide
additional benefits of online services for monitoring DLC, Tax functions, grievances, information
etc. for greater transparency for the pensioner which can be accessed from anywhere at a click.
16. Is furnishing of Aadhaar is mandatory at the time of creating the profile of the pensioner?
Reply: No, it is not mandatory to furnish the Aadhaar at the time of creating the profile of the
pensioner.
17. What will be the official timings of Helpdesk?
Reply: The helpdesk is open during the official working hours as per the work timings of the
DoT(HQ) and O/o Pr. CCAs/CCAs.
However, if the issue still persist or gets unresolved the matter may be escalated to the Nodal
officers by emailing at sampann.cp[email protected] or lodging the grievance on the CPMS portal.
18. Can a pensioner personally visit the O/o Pr. CCAs/CCAs for the resolution of his/her grievances?
Reply: The pensioner can visit the O/o Pr. CCAs/CCAs for the resolution of his/her grievances or
in order to clarify the queries related to its pension during the office hours.
19. How will the pensioner get the PPO in the new system?
Reply: A digitally signed PPO shall be sent to the Pensioners account/dashboard in the CPMS
Portal. However, a Printed copy shall also be sent via post to the pensioner’s address by PDA
section.
20. Does the Bank undertaking needs to be submitted by the family members of the pensioner in case
of the Family Pension Case?
Reply: Yes, the members eligible for the Family Pension need to submit the Bank undertaking
which will be duly signed and stamped by the authorized/Nodal official of the Bank. However, a
Blank format of Bank Undertaking can be downloaded from the Downloads on
https://dotpension.gov.in.
21. What are the facilities available on the App?
Reply:
Using the APP, a pensioner can:
Track pension
View ePPO
Lodge and track of grievances
View monthly Statement
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