Defence pensioner or family pensioner
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Go to pension services →Citizen's Charter
Citizen's Charter
The Department's commitment to the people it serves — a statement of the services it delivers, the time it takes to deliver them, and the route to follow if something goes wrong.
Download full charter (PDF, issued 26 June 2024) →Coverage
Who does this charter cover?
The Defence Accounts Department serves several distinct groups of people, and not all services are delivered from the same office. The charter issued by CGDA Headquarters covers the services that the Headquarters office provides directly — which are largely services to the officers and staff of the Department itself. The services that pensioners, vendors, serving Defence personnel, and Defence civilians receive are delivered by the Principal Controllers and Controllers of Defence Accounts located across the country. Each of those offices issues its own charter.
If you have come to this page looking for the timeline on a particular service, the section below will point you to the correct office.
Important to know: CGDA is the apex office of the Defence Accounts Department. It does not directly process pension claims, pay bills, or vendor payments. Those services are delivered by the relevant Controller's office. CGDA exercises supervisory and policy control, and is the right office only for grievance escalation and policy clarifications.
Routing
Find the right office for your service
Pick the description that fits you. Each card leads to the office that delivers your service and to its own Citizen's Charter where applicable.
Vendor or contractor
Tender notices, bill submission, payment status, GeM procurement queries.
Go to vendor services →Serving Jawan, JCO, or Other Rank
Pay account queries, advances, IRLA, allowances. Dealt with by your unit's PAO (ORs).
Find your PAO →Serving officer (Army, Navy, Air Force)
Pay queries to PCDA(O) Pune, PCDA(N) Mumbai, or PCDA(AF) Dehradun depending on Service.
Find your Controller →Defence civilian employee
Pay, leave, GPF, pension queries dealt with by the Regional PCDA or CDA in your area.
Find your Controller →DAD officer or staff member
The CGDA HQrs Citizen's Charter covers services delivered by the 16 Admin sections of HQrs office to DAD employees.
Open the full charter →Redress
Grievance redress
If you have a grievance against the Department or against any of its offices, you may register it through the central public grievance portal. The Department is committed to disposing of grievances within thirty days of receipt.
How to file a grievance
- Write to the concerned office. Address your grievance to the head of the relevant PCDA/CDA office or to the Director of Public Grievances at CGDA Headquarters, Delhi Cantt.
- Acknowledgement and disposal. The grievance is forwarded to the section concerned. Time limit for disposal is thirty days. If disposal is not possible in time, an interim reply will be issued.
- Appeal if not satisfied. If the disposal does not satisfy you, file an appeal through the same portal. Appeals are decided by the Appellate Authority within thirty days.
- Offline route. If you cannot use the portal, write to the Public Grievance Officer at the address given on this page. Offline grievances will be registered on the portal by the Department on your behalf.
Grievance Cell — CGDA HQrs
Public Grievance Officer
Phone: 011-25665537
Grievance Section
Phone: 011-25665558 / 011-25665745
Email: grievancecgda.dad@gov.in
Office: CGDA, Ulan Batar Road, Palam, Delhi Cantt — 110010
Document
About the full charter document
The full Citizen's Charter document, available for download at the top of this page, sets out the services delivered by the sixteen Administration sections of CGDA Headquarters office to officers and staff of the Defence Accounts Department. For each service it specifies the process to be followed, the documents required, the time frame, and the contact officer.
| Issued by | Controller General of Defence Accounts, New Delhi |
|---|---|
| Date of issue | 26 June 2024 |
| Covers | Services delivered by 16 Admin sections of HQrs office (AN-I to AN-XIV, Legal, SAS) |
| Clients listed | DAD employees |
| Number of services documented | Approximately 100 across all sections, with timelines and contact officers |
| Grievance authority | Joint CGDA (Public Grievance Officer); Senior Joint CGDA (Appellate Authority) |
Last updated on this page: 30 April 2026. Source document: cgda.nic.in/adm/CitizenCharter-260624.pdf