Compilation of Guidelines for Redress of Public Grievances - Naresh Kadyan

7/28/2019 Compilation of Guidelines for Redress of Public Grievances - Naresh Kadyan

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C o mp i la t i on o f G u i de l i ne s f o r

Redress of Public Grievances

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Depart ment of Administ rat ive Reforms & Public GrievancesM i n is t r y o f P e r so n n e l , P ub l i c G r ie v a n ce s & P e n s io n s

Governm ent of India

2010

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FOREWORD

O n e o f t h e b i gg e st co n ce r ns f a ci n g t h e G o ve r nm en t o f I n di a i s h ow t o m a ke t h e p u bl i c s e rv i ce

d el i ve r y s y st e m m or e c i ti z en - ce n tr i c. A n e ss e nt i al p r e- r eq ui s it e f o r t h is i s t o h a ve a r o bu st p u bl i c

g r i ev a n ce r e d r es s a n d m o n it o r i ng m e c ha n i sm , p a r t ic u l ar l y i n G o v er n m en t a g e nc i e s t h a t h a v e a l a r ge

public interface. In the Government of India, this requirement has been strengthened since June 2007,

w he n a n ew s of tw ar e c al le d th e C en tr al iz ed P ub li c G ri ev an ce R ed re ss a nd M on it or in g Sy st em

(CPGRAMS) was made operational in all the Ministries / Departments.

2 . A l ar ge q ua nt um of Ce nt ra l G ov er nm en t a ct iv it ie s i nv ol ve s s ta tu to ry fu nc ti on s s uc h a s t he

i s s ua n c e o f p a s s po r t s , c o ll e c t io n o f t a x e s , r a i lw a y s e r vi c e s a n d s o o n , t h a t a r e g r i e va n c e p r o ne b y n a t u re a s

t h e y h a v e a v e r y la r ge p u b li c i n t e rf a c e. O t h er M i n i st r i e s / D e pa r t m en t s i n v ol v e d wi t h t h e d e ve l o pm e n t of

social sector including education, health, minorities welfare, tribal affairs, women and child development

e t c. , h av e a n i n di r ec t pu b li c a cc o un t ab i li t y a s t h ey fu n ct i on t hr o ug h t h e S t at e G o ve r nm en t s / U ni o n

Te r r i t or y A d m in i s t ra t i o ns a n d t he Panchayati Raj I n s t it u t i on s . T h e p u b li c g r i e va n c es i n s u ch C e n tr a l

M i n i st r i e s n e e ds t o b e s e t tl e d t h r ou g h t h e S t a t e / Un i o n Te r r i t or i e s . T h e C e nt r a l i ze d P G R AM S u t i l i ze s

t h e I n t e rn e t b a se d I n f o rm a t i on a n d C o m mu n i ca t i on Te c hn o l og y t o e n a bl e a l l C e nt r a l M i n i st r i e s /

D e p ar t m en t s t o h a nd l e m u l t if a r i ou s a n d m u l t i- l e v el gr i e v an c e r e l a te d d a t a, as w e l l a s , t o c o l l at e i t f o r

improved servicedelivery in the handling of grievances.th

3 . T he S ec on d A dm in is tr at iv e R ef or ms C om mi ss io n i n i ts 1 2 R ep or t e nt it le d Ci ti ze n C en tr ic

Administration The Heart of Governance in Chapter 7 paragraph 7.2.2 hasstated as follows:

7 . 2. 2 T h e b a s ic p r i n ci p l e o f a g r i e va n ce r e d r es s a l s y s te m i s t h a t i f t he p r o mi s e d l e v el o f s e r vi c e d e l i ve r y

i s n o t ac h i ev e d o r i f a r i g h t o f a c i t i ze n i s n o t ho n o ur e d t he n t he c i t i ze n sh o u ld b e a b l e t o t ak e r e c ou r s e t o a

m e c ha n i sm t o h av e t h e g r i ev a n ce r e d r es s e d. T h is m e ch a n is m s ho u l d b e w e l l pu b l i ci z e d, e a sy t o u se ,

prompt and above all, citizens must have faith that they will get justice from it.

4 . T he P ar li am en ta ry S ta nd in g C om mi tt ee o n Pe rs on ne l, P ub li c G ri ev an ce s, L aw a nd J us ti ce , in

their Twenty-Fifth Report have observed:

T h e C o m mi t t e e i s o f t h e v i e w t h a t g en e r al l y p e op l e a re n o t a wa re t h a t a sy s t em o f re d re s s al e x i s ts i n m a ny

o f t h e G ov e rn m en t d e pa r tm en t s a n d i t s s ub o rd i na t e o f fi c es w h er e t h ey a re r eq ui re d t o v i si t . T h eCommittee, therefore, recommends that wide publicity through national, regional and local media, as well

a s t h ro u gh e l e c t ro n i c m e d ia t o c re a t e a w a re n e ss r eg a rd i n g t h e r ed re s sa l m e c h an i s m a m o ng p e o p le i s t h e

n e ed o f t he d ay, p a rt i cu l ar l y f o r t h e w ea k er s e ct i on s o f t he s oc i et y, w o me n an d t ho se c h al l en ge d w it h

h a n di c a ps a n d a l s o t h e p e o p l e l i v i ng i n r em o t e a r e a s.

T h e C o m mi t t e e a l s o r ec o m me n d s t h a t gr i e va n ce - h an d l i ng s y s te m s h ou l d b e a c c es s i bl e , s im p l e, q u i ck ,

fair, responsive and effective. It is not uncommon to hear from people complaining against harassment,

w a s te o f t i m e, r e pe a t ed v i s i ts t o o f f i ce s e t c . T he C o m mi t t e e, t h e re f o re , r ec o m me n d s t h a t e ve r y M i n i st r y /

Department in the Union / State Government UTs should have a dynamic public grievance redressal

m e c ha n i sm i n p l a c e w i t h s p e ci a l f o c u s o n t h e i n f o rm a t i on d e l i v e ry s y s te m . T h e C o m mi t t e e f u r t h e r f e e l s t h a t

the language and the content of various application/ complaint forms should be user-friendly, and should

b e w i d el y a v ai l a b le i n v a ri o u s o u t l e t s , l i k e p o s t o f f i ce s , o n w e b s i t es f o r d o w nl o a di n g e t c .

T h e C o m mi t t e e i s o f t h e v i e w t h a t t im e l i m i t s s h ou l d b e f i x e d f o r a p p ro v a l or r ej e c t io n o f ap p l i ca t i o n o n t h e

basis of well publicized and uniformly applied criteria. Also, redressal should be done within a reasonable

t i m e p e r io d as p re s c ri b e d f o r e a c h s t a ge o f re d re s sa l w it h o ut i n d ul g i n g i n l en g t hy t e c hn i c al i t i e s o f t he

procedure. The Committee, therefore, recommends that due attention should be given to timely redressal of

grievances lodged. It is also of the considered view that officers responsible for delay should be made

accountable and suitable action taken against them.


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5. The P ubl ic Gr ievan ce Di vi si on of the De par tm ent of Ad mi ni st rat ive Ref or ms and Pu bl ic

Grievancesfulfills the following significant responsibilities:

Issue of policy guidelines for redress of public grievances

Issue of policy guidelines for redress of staff grievances

Emphasising on service delivery improvements by making Citizen's Charter more effectivew i t h p r o vi s i o ns f o r I n f o rm a t i on a n d F a ci l i t a ti o n C o u nt e r s

E m p ha s i si n g o n u s i n g t h e g r i ev a n ce s a s i n p ut s f o r m a k i n g s y s t e m ic i m p r ov e m en t s

6 . F ro m t he f or eg oi ng , it ca n b e s ur mi se d t ha t th e f oc us o f po li cy fo rm ul at io n o n g ri ev an ce r ed re ss

m e ch a ni s m ha s b ee n m ov i ng f r om i n di v id u al g r ie v an ce r e dr e ss t o s ys t em i c i m pr o ve me n ts t h ro u gh

a n a ly s i s o f g r i e va n c e p r o ne a r e as i n t h e f u n ct i o n in g o f a m i n i st r y / de p ar t m e nt . N e w t e c hn o l og y b a s ed

s y s te m s s u ch a s t h e C e n tr a l i ze d P GR A M S a r e a t b e st a t o o l i n t h e h a n ds o f D i re c t or s o f P u bl i c G r i e va n c es

i n t h e v a r i ou s C e n tr a l M i ni s t r i es / D e pa r t m en t s , bu t a t o o l ca n n ot b e co m e a s u b st i t u t e f o r a r o b us t i n bu i l t

g r i e va n c e r e d re s s f r a m ew o r k t h a t f a c i li t a t es t h e e f f ec t i v e u s e o f t h e t o o l s s u ch as C P G RA M S . T h e re f o r e,

t h e n e e d f o r pu b l i ca t i o n o f C o m p il a t i on s o n P o l i cy G u i de l i n es s u c h a s t h i s o n e , c o n ti n u es t o e xi s t .

7 . Wi th a v ie w t o m ak in g t he c om pi la ti on m or e u se fu l, i t i s b ei ng b ro ug ht o ut a s a s in gl e c op y i n

bilingual version to facilitate its wider reach and impart it with a higher reference value. Its coverage has

been made more comprehensive by including the grievance redress mechanism for Joint Secretary and

a b o ve l e v el o f f i ce r s . M o re o v er , i t s ' R e ad y R e f er e n ce t o C o n t en t ' h a s b e en m a d e m o r e u s e r f r i en d l y. F o r

e x a mp l e , t h e S t a ff G r i ev a n ce R e dr e s s f r a m ew o r k h a s b e e n p l a ce d i n a s e p ar a t e s e ct i o n , a s t h e f a c t t h a t

G u id e li n es f o r a f r am e wo r k f or s t a ff g r i ev an c e r e dr e ss a l so e x is t , w as b ei n g o ve r lo ok e d by m a ny

M i n i st r i e s / D e p ar t m e nt s i n t h e p a st .

8 . I am ha pp y t o p la ce t hi s e di ti on of th e C o mp il at io n o f G ui de li ne s i n t he h an ds o f t he u se rs w it h t he

h o p e t h a t i t i s f o u nd t o be u s ef u l i n m a ki n g t he G r i e va n c e R e dr e s s f r a m ew o r k i n G ov e r nm e n t o f I n di a

m o r e e f f e c t i ve a n d r es p o ns i v e t o t h e c h an g i ng n e e ds o f t h e t i m e .

New Delhi (Ramesh C. Misra)

rdD a t e : 3 A u g us t , 2 0 1 0 S e c re t a r y ( A R & PG a n d P e n si o n s)


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R e a dy R e f e re n c e t o C o n te n t s o n P G R M/ C i ti z e n' s C h a rt e r /I F C

Page

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O M a r ra n ge d i n

chronological order

a s p er d at e o f i ss ue

Subject

1Chapter-1

Chapter-2

10

F r a me w or k f o r R e dr e ss o f G r i e v an c e f o rO f f i c e r s o f t h e l e v e l o f J o i n t S ec r e t ar y a n d A bo v e

S y s t e mi c R e f o r ms C o m p on e n t o f PG R M i n Go v e r n -ment of India and its Organisational structure

(i)

D O d a te d13.08.2004

Chapter-3 Guideli nes on Public Grievan ce Redre s s M e c h a n is m

3413 D O d at ed 25 .0 2. 19 97 S ta ti ng of re as on /r ul e f or re je cti ng a g rie van ce

29

32

33

10

11

12

D O d at ed 23 .0 8. 19 96 C on ce rn ex pr es se d b y t he S ta nd in g C omm itt ee o f

P a r li a m en t o n d e l ay i n r e s p o ns e t o P G

O M d at ed 07 .1 0. 19 96 I nc lu si on of PG M r el at ed st at is ti cs i n t he A nn ua l

A d m in i s tr a t iv e R e p or t s a n d t h e A n n ua l A c t io n P l a n

of Ministries/Departments

OM dated 31.10.1996 Fixation of Time limits

205 O M da te d 29 .11 .1 98 8 To n i n g u p a rr an ge me nt s f or r ed re ss o f p ub li cgrievances

174 O M d at ed 01 .0 3. 19 88 J ob De sc ri pt io n o f D ir ec to r o f G ri ev an ce s

133

22

23

27

6 O M d at ed 27 .0 7. 19 89 A ct io n o n G ri ev an ce s a pp ea ri ng in Ne ws pa pe rs

7

9

O M da te d 0 4. 11 .1 99 2 J oin t Se cr et ar ie s t o b e n om in at ed as D ir ec to r of

Grievances

O M da te d 10 .0 7. 19 95 A ct iv at in g t he m ac hi ne ry s et up f or PG RM

8 24OM dated 07.09.1993 Strengthening of Machinery for Redressal of

P u b li c G r i ev a n ce s

14 D O d at ed 0 8. 10 .1 99 8 R ei te ra ti on o f M OP i ns tr uc ti on r el at in g t o i nd ic at in g

the name, designation and telephone number of the

o f f ic e r o v er w h o s e s i g na t u re a c o m mu n i ca t io n i s

issued in connection with reply issued to a public

grievance.

35

17

18

OM dated 21.02.2000

OM dated 30.03.2000

M onthly renew of pending greivances

Prompt action on grievances in newspapers

38

39

16 DO dated 30.10.1999 Making GRM more ef fe cti v e Cabinet Secretarys

letter to all Secretaries

37

15 OM dated 21.09.1999 C o u r te s y a n d p r o mp t n e ss a s p e r R u l es 36

122

1

Standing Committee in respect of grievances of Officers-

Construction of the Standing Committee

P r o f o rm a f o r r e p r e se n t at i n g b e f or e t h e C o m mi t t ee

D O d a t ed 1 6 . 0 6 . 2 00 8


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21 DO letter dated Clarification o n what constitutes public grievance

26. 06. 2000 and what are staff grievances.

22 O M d at ed 1 9 .0 4. 20 01 P re pa ra ti on o f a c on so li da te d d ir ec to ry o f o ff i c e r s

handling public / staff grievances in M inistry /

D e p ar t m en t / A t t a ch e d O f f ic e / S u b o r d in a t e O f f ic e s /

P S U / A u t on o m ou s B o d ie s / a nd o th e r

organizations

43

44

C ab in et Se cr et ar ys R eit er at io n o f i ns tr uc tio ns o n p ro mp t d is po sa l o f 23

DO letter dated public grievances appearing in newspapers for

18. 05. 2001 settling them within a time frame and undertaking

a q u a rt e r ly r ev i e w t h e re o f

45

20 DO Letter dated Observations of Parliamentary Standing Committee

19.05.2000 on the lax monitoring of the disposal of grievances

in M inistries / Departments

41

D O lette r d ated Pr of or ma f or A c tio n T a k e n Repo rt on gr iev an ces24

18. 05. 2001 appearing in Newspapers

46

29 DO letter dated Reiteration of Department Related Parliamentary

03.05.200 5 Standing Committees observations on adequate

publicity to the grievance mechanism through

website updated regularly and through CitizensC h a rt e rs a n d u s e o f l o c al l a n g ua g e

DO letter dated Request to Chief Secretaries for establishing an

18. 03. 2005 institutional mechanism for redress of grievances

a p p ea r i ng i n n e w sp a p er s a n d fo r is s u e o f

r e j oi n d er s t h e re t o -

25 DO letter dated Tim e lim it f o r acknowledging all public grievances

03. 05. 2003 with in three days and for settling them within three

months

26 DO letter d ated Parliamentary S ta n d in g C o m mittees emphasis on

28.05. 2003 evolving of PGR mechanism for serving the less

literates to be monitored by each Department

six monthly report on monitoring thereof -

27 DO letter dated Publicity of the Public Grievance Mechanism

21. 07. 2004 through Doordarshan and AIR

28

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51

52

53

t h e M i ni s t ri e s / D ep a r tm e n ts c o n ce r n ed

19 DO letter dated Decision of the Standing Committee of Secretaries

17.05.200 0 for Public Grievance Redress regarding forwarding

o f n e ws p a pe r c l ip p i n gs o f p u b li c g r i ev a n ce s t o

40


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32 DO letter dated Request to Chief Secretaries of States / UT for

05. 05.200 6 establishing an effective institutional mechanism for

prompt redress of public grievances

33 DO letter dated Request to all Secretaries for Central Ministries /

05. 05.200 6 Departments for ensuring time bound

acknowledgment of public grievances with in

t h r ee d a y s a n d i ss u e o f r e pl y w i th i n t wo m o n th s

57

58

34 OM dated Consolidated Guidelines for Redress of Public

22.0 5.20 06 grievances

59

35 D O l e t te r d a t ed

31.05.2007

New Centralized PGRAM System in Governmentof India

61

36 OM dated Public grievances and implementation of

12.03.2008 CPGRAM S - regarding

38 D O l e t te r d a t ed

16.12.2008

37 D O d a t ed S t r e ng t h en i n g o f G r i e va n c e R e d re s s M e ch a n i sm a n d

01.09.2008 usages of CPGRAM S - regarding

40

To effectively monitor pending grievances throughCPGRAMS

D O l a t te r d a te d22.06.2009

nd2 A RC r e co m en d at io n o n p u b l ic g r ie v an c e r e dr e ssin state Governments/union teriton administratives

39 D O l a t te r d a te d22.06.2009

nd2 A RC r e co m en d at io n o n p u b l ic g r ie v an c e r e dr e ssin central ministres

66

67

41 D O l a t te r d a te d06.05.2010

69

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63

64

65

7843 DO letter Essential features for setting up of Grievances

dated 0 5.12.1988 Redress Machinery for Government Employees

working in Ministries/Departments/Offices

42 Proforma for evaluation of Public

G r i ev a n ce s R e dr e s s M a ch i n er y ( P G RM )

71

G u i de l i ne s f o r S t af f G r i ev a nc e R e dr e ss M e c ha n is m

8044 OM dated 06.03.1995

P r o m pt r e d r es s o f S t a ff G r i ev a n c es t o p r e ve n tlarge scale litigation in CAT

31 O M da te d 27 .0 9. 20 05 R ole o f Di re ct or o f Gr ie van ce s i n Pu bl ic G ri ev an ces

R e dr e s s M a ch i n er y

30 O M d at ed 07 .0 9. 20 05 I ns ta ll in g o f P GR AM S s of tw ar e f or mo ni to ri ng of

public grievances and making it operational

54

55

Accessing grievances related to States throughCPGRAMS -


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jkT;ksa esa ukxfjd ifji= k ds fy, uksMy vf/dkjhcukuk& mldh ftEesnkfj;ksa lfgr&

56 105

106

107

108

57

58

59

10053

54 102

55 104

v 'kk fnuka d 31-01-2000 ukxfjd ifji= k cukus ds fy, vuqjks/

60 v 'kk fnuka d 25-01-2005 ukxfjd ifji= kksa dk izH kk oh d k; kZ Uo;u61 v 'kk fnuka d 07-06-2005 nwjn'kZu vkSj vkdk'kok.kh ij ukxfjd ifji= kksa

dk izpkj116

115

45 81dk Kk fnukad 01-01-1997 lh,Vh esa dslksa dks de djus ds fy, f'kdk;rksadk fuokj.k

46 83

47 86

deZpkjh f'kdk;rksa ds dkj.kks dh lwph&{ks= kksa dkiqu% voyksdu

^ y ks d f ' kd k; r * v kSj ^deZpkjh f'kdk;r* dhifjHkk"kk

v 'kk fnuka d 06-03-1997

v 'kk fnuka d 26-06-2000


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a n d Sl N o s o f

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60 DO l etter dated Ef fe ct iv e im p lementation of

25. 01.200 5 Citizens C harters

115

61 DO letter dated Publicity o f C itiz en s C harters through

07.06. 2005 AIR and Doordarshan

116

Proforma for evaluation of Staff

G r i ev a n ce s R e d re s s M a ch i n er y ( S G RM )

48

49

O M D at ed 0 7. 09 .2 00 5 S tr en gt he ni ng o f St af f Gr ie va nc e R ed re ssM echanism and enclosing essential features of themechanism

87

90

51 DO letter dated Request from Cabinet Secretariat for formulation

08.01.97 Char ters

52 D O lette r d ated P ubl ici sin g th e Ci tiz en s C h a rte r a n d Mo ni tor in g

29.04. 97 arrangements etc.

50

C hapter-5

O M d ate d 0 6.0 1. 19 97 P ro mp t r ed re ss o f P ub li c G rie va nc e i n v ie w o f Citizens Charter

G u i d e li n e s o n C i t i z e n' s C h a r te r s

93

96

99

56 D O l e tt e r d a te d

21.05.2001

57 DO letter dated Furnishing of Copies of Citizens C h a rte rs to

27.0 5.20 03 MPs

58 DO letter dated Nomination of Nodal Of fic er s fo r C itizens

30.07.200 4 Charters in Ministries and Departments of

Govt. of India

59 DO letter dated Nomination of Nodal Of fic er s fo r C itizens

30.07.200 4 Charter in States/UTs including duties of-

53 DO letter dated Request for formulation of Citizens C h a rte r

31.01.2000

54 DO letter dated Parliamentary Standing Committees direction to

17.05. 2000 formulate C itizens Charters

55 DO letter dated Publicity of Citizens C h a rte r

25.05.2000

Observations of Parliamentary Standing

Committee

100

102

104

105

106

107

108

45 O M d at ed 0 1. 01 .1 99 7 G ri ev an ce s o f e mp lo ye es r ed uc in g t herecourse to CAT

81

46 DO d ated 06 .0 3. 19 97 I de ntif icati on of gri ev an ce p ro ne ar ea s an ds i m p li f i ca t i on o f p r o c ed u r e s a f t er r e v ie w

List of causes of 'Staff Grievances'

83

47 D O l a t te r d a t ed26.06.2000

Clarification on what constitutes 'public grievance'and what are 'staff grievances'.

86


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(v)

dk Kk dsv;k; la v kS j e l a

fo"k; i`"B ladkyfed lwphdk Kk dh frfFk

vuqlkj

62 117v 'kk fnuka d 05-12-2007

v 'kk fnuka d 21-07-2008

ukxfjd ifji= kksa dks izHkkoh cukus ds fy, f}rh; iz'kklfud lq/kj vk;ksx dh fliQkfj'ksa

f}rh; iz'kklfud lq/kj vk;ksx dh ukxfjd ifji= kksa ijfliQkfj'k dh lwpuk

63 119

68 131v 'kk fnuka d 28-05-2003 dk;kZy;ksa esa lwpuk o lqfo/k iVy dks LFkkfirdjuk

69 133v 'kk fnuka d 04-12-2003 lwpuk o lqfo/k iVy dk izdk;kZe&vf/dkfj;ksadh ftEesnkfj;ksa lfgr

70 136lwpuk ,oa lqfo/k iVy ds izdk;kZe ijiz'ukoyh

66

67

126

130

v;k;&6

v 'kk fnuka d 07-04-1997

v 'kk fnuka d 02-09-1997

dk;kZy;ksa esa lwpuk o lqfo/k iVy dks LFkkfirdjuk&izeq[k ckrksa lfgr

dk;kZy;ksa esa lwpuk o lqfo/k iVy dks LFkkfirdjuk

lwpuk vkSj lqfo/k iVy ij fn'kk&funsZ'k

64 121v 'kk fnuka d 09-06-2009

v 'kk fnuka d 09-06-200965 123

ukxfjd ifji= kksa ij f}rh; iz'kklfud lq/ kj v k; ksx dhfliQkfj'kksa dks Hkstuk

jkT;ksa ds eq[; lfpoksa dks f}rh; iz'kklfud vk;ksx dhfliQkfj'kksa dks Hkstuk


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6828.05.2003 public offices

Setting up Information and Facilitation Counters in 131

69 DO letter dated Functioning of Information and Facilitation

04.1 2.20 03 Coun ters inclu ding Duties of Con tact Officers-

133

70 Q u e s ti o n n ai r e o n t h e F u n c ti o n i ng o f I n f o r ma t i onand Facilitation Counters.

136

C hapter-6 Guidelines of Information & Facilitation C ounters

66

67

02.09.1997 public offices

0 7 . 0 4 .1 9 9 7 p u b l ic o f f ic e s i n c lu d i n g s a l ie n t F e a tu r e s o f -

Setting up Information and Facilitation Counters in

Setting up Information and Facilitation Counters in 126

130

62 D O l e tt e r d at e d

D O l e tt e r d at e d

05.12.2007

21.07.2008

117

63 119

nd2 A R C o n Ci t i ze n ' s C h a rt e r s- r e q ue s t t o al lM inistry/Department

nd

2 A R C o n Ci t i ze n ' s C h a rt e r s- r e q ue s t t o al lMinistries

64 D O l e tt e r d at e d

D O l e tt e r d at e d

09.06.2009

09.06.2009

121

65 123nd

F o rw a rd i ng o f r e c om m en d at i on s o f 2 A R C t oChief Secretaries of States/UT

ndF o rw a rd i ng o f r e c om m en d at i on s o f 2 A R C o nCitizen's Charter to all Secretaries in Govt. of India


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H k kj r l jd kj e sa f 'k dk ;r fuokj.k iz.kkyh dk


21/290

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CH A PT ER 1

S Y S TE M IC R E F OR M S C O M PO N E NT O F G R I EVA N C E R E D RE S S M E C HA N I SM I N

G O V ER N ME N T O F I N D IA A N D I T S O R GA N IZ AT I O NA L S T R UC T U RE

A l l G r i ev a n ce s r e c ei v e d f r om t h e p u b li c a s w e l l a s e m p lo y e es a r e r e q ui r e d t o b e r e d re s s ed b y t h e

M i n i st r y / D e p ar t m e nt / O r g a ni z a t io n c o n ce r n ed t o w h i ch t h e a r e a o f w o r k f or t h a t g r i ev a nc e h a s b e enallocated as per the 'Allocation of Business Rules, 1961.' The Department of Administrative Reforms and

Public Grievances(DARPG) under the Ministry of Personnel, Public Grievances and Pensions, is the chief

policy making, monitoring and coordinating department for public grievances arising from the work of

M i n i st r i e s / D e pa r t m en t s / O r ga n i za t i o ns i n G ov e r nm e n t o f I n di a . A l l o ca t i o n o f B us i n es s R u l es 1 9 6 1,

have allocated the following work to DARPG:-

1 . A dm i n i st r a t i ve R e f or m s , i n c lu d i ng e - g o v er n a nc e a n d d i s se m i na t i o n o f b e s t p r a ct i c e s.

2 . O rg an i za t io n a nd Me t ho ds

3 . P o l i cy, c o or d i n at i o n a n d m o n i t o r i ng o f i s s ue s r e l a ti n g t o

(a) Redress of public grievancesi n general; and

(b) Grievances pertaining to Central Government agencies,

4 . ( a ) R e se a rc h i n p u bl i c m a n ag em e nt

(b) Liaison with State Government, professional institutions etc in public management

matters

5 . A d m in i s t ra t i o n of C e n t ra l S e cr e t a ri a t M a nu a l o f O ff i c e P r o ce d u re

2 . T he a bo ve e xt ra ct f ro m th e ' Al lo ca ti on o f Bu si ne ss R ul es , 19 61 ' al lo ca te t he g ri ev an ce r el at ed

w o r k of P o l i cy, C o o rd i n at i o n a nd M o n it o r i ng o f i s su e s r e l a ti n g t o ( a) R e d r es s o f p u bl i c g r i e va n c es i n

general and (b) Grievances pertaining to Central Government agencies' to DARPG. This makes the

D e p ar t m e nt of A d m i ni s t r at i v e R e f or m s a n d P u bl i c G r i e va n c es t h e n o d al ag e n cy on th e a l l g r i ev a n ce

r e l a te d i ss u es . I n su m , t he D e p ar t m e nt c a n f o r m ul a t e t h e p o l i cy g u id e l i ne s o n t he r e d r es s o f g r ie v a nc eframework, can monitor its implementation by various organizations on can coordinate with all central

agencies, but it cannot directly redress the grievances relating to work areas allocated to other government

agencies.

3 . U nd er t h e w or k o n g ri ev an ce p ol ic y, c oo rd in at io n an d m on it or i ng a ll oc at ed t o i t t he D ep ar tm en t

f u l f i ll s t h e f o l l ow i n g r e s p o n si b i l i ti e s .

(a) Policy formulation role: I n i ts r o l e a s p o l ic y f or m u l at o r an d fa c i l it a t o r t h e D e p ar t m e nt

f o rm u la t es n e w p o li c ie s t o m e et t h e n e ed s a nd c ha l le ng es o f C i t iz e n C en t ri c A dm i ni s tr a ti o n t h at i s n o w

regarded as the heart of governance in Government of India. For dissemination of its policy framework on

grievance redress mechanism, the Department publishes a compilation on 'Policy Guidelines for Redress

of Public Grievances' and updates it from time to time. Accordingly the last edition of the compilation of

January, 2007 is now being updated through thisedition of August, 2010.

&

1


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2

(vk) e k W u hV f j a x H k w fe d k % v i uh e k Wu h Vf j a x Hkwfedk esa foHkkx ,d ckgjh ,tSUlh dk dk;Z djrs gq, lHkh dsUnzh;ea=kky;ksa esa yfEcr f'kdk;rksa dh fLFkfr dk le; ij iqu% voyksdu djrk gSA blds fy, funs'kd (f'kdk;r) dhcSBd vk;ksftr dh tkrh gS ftldh v;{krk iz'kklfud lq/ kj vk Sj yksd f'kdk;r foHkkx ds lfpo ;k fo'ks"k lfpo ;kla;qDr lfpo djrs gSaA l k ek U ; r% 1 0 ; k 1 5 ea =kky;ksa vkSj foHkkxksa ls vf/dkfj;ksa dks ,d cSBd ds fy, vkeaf=kr fd;ktkrk gSA twu 2007 ls foHkkx dsUnzh;r yksd f'kdk;r fuokj.k vkSj ekWuhVfjax iz.kkyh ds ek;e ls jkstkuk@lkIrkfgd@;kekfld ekWuhVfjax Hkh dj jgk gSA ;g iz.kkyh ,d oSc vk/kfjr iz.kkyh ;a=k gS tks 89 dsUnzh; ea=kky;ksa vkSj foHkkxksa olaLFkkvksa ds lkFk baVjuSV ls laidZ LFkkfir djrh gSA foHkkx dh ekWuhVfjax Hkwfedk dk vkSj ,d fgLlk gS fd f'kdk;rfuokj.k ds fofHkUu igywvksa ij frekgh fjiksVZa exokbZ tkrh gSA

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dks Mkd ls Hksth tkrh gSA t c f 'k dk ;r i j d k; Z okgh iwjh gksus ij mkj izkIr gksrk gS rks mls Hkh Mkd }kjk ukxfjd dks Hkstktkrk gSA o"kZ esa ,d ckj iz'kklfud lq/ kj vk Sj yksd f'kdk;r foHkkx] ,d ladfyr lwph ftlesa lHkh dsUnzh; ea=kky;ksa ofoHkkxksa ds funs'kd (f'kdk;r) dk lEidZ fooj.k gksrk gS] mls ns'k ds pkjksa {ks=kksa ds eq[; lekpkj i=kksa esa izdkf'kr djrk gS;g lwph o"kZ Hkj gj le;] foHkkx dh oSclkbV www.darpg.nic.in vkSj www.pgportal.gov.in ij Hkh miyC/jgrh gSA

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(b) Monitoring role: In its monitoring role the Department acts as an external monitoring agency

a n d r ev i e ws t h e s t a tu s o f p e nd i n g gr i e v an c e s i n a l l t h e C e n tr a l M i ni s t r i es / D e p ar t m e nt s p e r i od i c al l y. F o r

t h i s p u r po s e m e e ti n g s o f D ir e c t or s o f Pu b l i c G r i e va n c es a r e o r ga n i ze d an d ch a i r ed b y J o i nt S e cr e t a ry /

S p e ci a l S e cr e t a ry / S e c r et a r y i n D AR P G . N or m a l l y 10 t o 1 5 M i n i st r i e s / D e p a rt m e nt s a r e i n v i te d f o r o ne

s u c h m e e ti n g . S i n ce J u n e 2 0 0 7, t h e D e pa r t m en t a l s o m o ni t o r s o n a d a i l y / w e e kl y / m o n th l y b a s is t h e

progress of pending grievances through the Centralized Public Grievance Redress and Monitoring System( C P GR A M S) . T h e C P G RA M S i s a n i n te r n et b a s ed t o o l th a t l i nk s 8 9 C en t r a l Go v e rn m e nt M i n i st r i e s /

D e p ar t m e nt s / Or g a ni z a t io n s . S e e ki n g q u a rt e r l y r e p or t s o n v a r i ou s a s p ec t s o f g r i e va n c e r e d r es s i s a l s o a

part of the monitoring role of DARPG.

(c) Coordinating role: I n i t s c o o rd i n at i n g r o l e t h e D A R PG p r o vi d e s n e t wo r k in g wi t h 89 Ce n t r al

M i n i st r i e s / D ep a r t me n t s / O rg a n iz a t i on s i n Go v e rn m e nt o f I n d i a t h r o ug h th e C P G RA M S . T h e c i t i ze n s

a r e f r e e t o l o d ge t h e i r gr i e v an c e s d i r e ct l y w i t h t he M i n i st r y / D e p ar t m e nt c o n ce r n ed o r t o s e nd t h e m t o

D A R PG t h r ou g h t h e C P G RA M S . T h e y a r e a l s o f r e e t o s e n d t h e i r g r i e va n c e b y p o s t o n an y p l a i n s h e et o f

paper or on a postcard / inland letter. Grievances received by post are also lodged on to the CPGRAMS and

sent to the Ministry concerned, by the Department, on behalf of the citizen and its receipt-cum-registration

n u mb e r is s en t t o t h e c i ti z en b y p os t . Th e f i na l r ep l y wh en r e ce i ve d f ro m t he r e dr e ss i ng M i ni s tr y /

D e pa r tm e nt i s a l so s e nt t o t h e c i ti z en b y p os t . Th e D A RP G p ub l is he s a n nu al l y a c o ns o li d at e d l is t o f

particulars and contact details of Directors of Public Grievances in all Central Ministries / Departments inl e a di n g n a t i on a l d ai l i e s c o ve r i n g al l t h e z o ne s o f I n d i a. T h i s l i s t i s a l s o ac c e ss i b l e t h r ou g h - o ut t h e y e ar o n

t h e D e pa r t m en t ' s w e b s i t e a t a n d a t

4. Framework for redress of grievances in all Central Ministries / Departments: Each and every

Ministry / Department of Government of India has a Joint Secretary level officer designated as its 'Director

o f P u bl i c G r i e va n c es ' w h o i s t h e n o d al o f f i ce r f o r r e dr e s s o f g r i ev a n ce s o n w o r k ar e a s a l l o ca t e d t o ea c h

M i n i st r y / D ep a r t me n t . I t pr o v i de s a s i n gl e p o i nt o f c o m mu n i ca t i o n f o r m o n it o r i ng au t h or i t i e s l i k e

P r es i de n t' s S ec r et a ri a t, th e P r im e M i ni s te r 's O ff i ce , C ab i ne t S ec r et a ri a t, an d t h e D e pa r tm en t o f

A d mi n is t ra t iv e R ef o rm s a nd Pu b li c G r ie va n ce s t o c om m un i ca t e w i th Mi n is t ri e s / De pa r tm en t s t h at

actually redress the grievances.

5. Framework for improvement of Service Delivery (Sevottam): T h e G r i e va n ce R e d re s s M e c ha n i sm

i s a p a r t o f a b r o ad e r s u b je c t o f pu b l i c s e r vi c e d e l i ve r y a n d a s s u ch a h o l i st i c v i e w n e ed s t o b e t a k en in t hem a t t er o f pu b l ic g r i e va n c e r e d r es s . W h i l e i t i s i m p or t a nt t o r ed r e ss i n d i vi d u al g r i ev a n ce s e f f ic i e nt l y i t i s

a l so i m po r ta nt t o a d op t th e s y st e mi c r e fo r ms m e th o do l og y i n t h e h a nd l in g o f gr i ev an c es . T h is

m e t ho d o lo g y r e q ui r e s t h a t t o p f i v e a r e as i n w h i ch t h e l a r ge s t n u m be r o f g r i ev a n ce s h a ve b e en re c ei v e d

during a year, should be identified by each Ministry / Department to take steps for reforming the processes

i n a m a n ne r t h a t e l i mi n a t e t h e r i s e o f s u c h gr i e v an c e s i n f u t u re .

6. T h e S e v ot t a m f r a me w o rk : W i th a v i e w t o b r i n gi n g s y s te m i c i m p r ov e m en t s i n s e r v ic e d e l i ve r y b y

G o v er n m en t o f I n d i a M i n i st r i e s / De p ar t m e nt s / Or g an i z at i o n s, , t h e D e p ar t m e nt of A d m in i s t ra t i v e

R e f or m s a n d P u bl i c G r i e va n c es , Ne w D e l hi e ng a ge d th e s e r vi c e s o f a c o ns u l t an t to s tu d y t h e G r i e va n c e

R e d re s s M e c ha n i sm t h r o ug h a s y st e m i c m e t ho d ol o g y i n t h e c o n te x t o f t h e w i d er ar e a o f p u b li c s e r vi c e

d e l i ve r y a nd i t s i m p r ov e m en t . A n u m be r o f f i el d v i s it s a n d f i el d l e ve l c o ns u l t at i o n s, d e s k r e v i ew s ,

w o r ks h o ps , i n t e r a ct i o n w i t h c i t i ze n g r o u p s a n d t h e s t u dy o n i n t er n a t io n a l b e s t p r a ct i c e s i n t h e s e c to r w e r e

t a k en u p i n 2 0 0 4- 0 5 . T h e r e s ul t w a s t h e c r e at i o n o f a n e w f r a m ew o r k c a l le d ' Se v ot t a m A n A s se s s me n t

I m p r ov e m en t F r a m ew o r k f o r B r i n gi n g E x c el l e n ce i n P u b li c S e r vi c e D e l i ve r y . T h e S e v ot t a m h a s t h r e e

basic modules: (i) Citizen's Charter (ii) Public Grievance Redress (iii) Public Service Delivery

w ww. dar pg. ni c. in w ww. pgp or tal .gov. in

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3

lqiqnxh l{kerkA uhps nh xbZ vkfr 1 esa tSlk fn[kk;k x;k gS] bu rhuksa ekM;wy esa vkxs rhu&rhu vkSj oxhZdj.k fd, x,gSA b ld s c k n i zkIr ukS ekunaMksa ls X;kjg ^,fyeSUVl* izkIr gq, ftuls rhu ekM;wy ds


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C a p ab i l i t y. E a c h o f t h e se t h r ee m o d ul e s i f f u r t he r s u b -d i v i de d i n t o t h r e e c r i t er i a e a ch a s i s s h o wn i n

F i g ur e 1 . N e x t, t h e n i n e c r i t er i a a r e f u r t he r s u b- d i v id e d i n t o 1 1 e l e me n t s e a ch t h e r eb y g i v i ng a t o t a l o f 3 3

e l e me n t s i n t h e f r a m ew o r k. D e t ai l s o f t h e 3 3 e l e me n t s a r e a v a il a b l e a t

F i g u r e 1 : S e v o t t am F r a m e w o rk

T he f r am e wo r k p r ov i de s a f o cu s ed m e th od o lo gy t o M i ni s tr i es / D e pa r tm en t s / O r ga ni z at i on s i n

Government of India that are taking up Service Delivery improvement initiatives.

7 Indian Standard 15700: 2005: The Department of Administrative Reforms and Public Grievances

in collaboration with the Bureau of Indian Standards, New Delhi, has developed an Indian Standard for

Q u a li t y M a na g em e n t. T h i s S t a n d a r d i s b a s ed o n I S / I S O 9 0 00 s e r ie s . T h e I S 1 5 70 0 : 2 0 05 p r o v id e s f o r t h e

following standard features of that are essential for any workable Public Grievance Redress System:

7.3 Complaint Handling :

The organization shall establish a documented procedure for complaint handling process. Various steps in

t h e c o m pl a i n ts h a n dl i n g p r o c e s s s h a l l i n c l ud e t h e f o l l ow i n g:

a ) I d en t if i ca t io n of c o mp l ai n t pr o ne a r ea s i n a s y st e ma t ic m a nn e r an d de t er m in e t h e t i me n or m s f o r

their redress;

b) Providing information concerning complaints handling process in clear language and formatsaccessibleto all. Such information shall include:

1 ) W he re a nd ho w t h e c o mp la in ts c an b e m a de ,

2 ) M i ni m um i n f or m at i on t o b e p r ov i de d b y c o m pl a in a nt , a n d

3 ) Ti m e l i m i ts w i th i n wh i ch t h e c o m pl a in t w il l b e c l o se d.

c ) W id e ly p u bl i ci z in g t h e i n fo r ma t io n a b ou t c o mp l ai n ts h an d li n g p ro c es s t h ro u gh p r i nt , w e b a nd

o t h er me d i a. T h e n a m e, ad d r es s , t e l e ph o n e n u m be r a n d o t h er co n t ac t d e t ai l s o f t h e p u b li c

grievance officer of the organization shall also be displayed prominently at the reception and other

convenient places in the organization.

d ) U n i qu e i d e nt i f i c at i o n of t h e c o m pl a i n t a n d r e c or d i n g n e c es s ar y i n f or m a t io n i n cl u d i ng r e l ev a ntdetails of complaint, remedy requested, due date of redress, relevant data related to the complaint

and immediate action to be taken (if any)

www.darpg.nic.in

1.1 Implementation 1.2 Monitoring

1. Citizens Charter1.3 Review

2.1 Receipt 2.2 Redress

2. P u b l ic G r i ev a n c eRedress

2.3 Prevention 3.1 Customers 3.2 Employees

Integrated Framework

for

Assessing

Delivery 3. S e r v ic e D e l iv e r yCapability

3.3 Infrastructure

Service

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4

m) f'kdk;r dh tkp vkSj izR;sd dh xEHkhjrk ds vk/kj ij rRdky] eq[;] ;k vkaf'kd esa oxhZdj.kA

) izR;sd f'kdk;r dh rRdky ikorh] ftlesa fo'ks"k igpku la[;k] fuokj.k esa yxus okyk le;] Hkfo"; esa lEidZdjus ds fy, vf/dkjh dk uke inuke] o nwjHkk"k la[;k gks] t kj h d h t ku h p kf g; sA

,) f'kdk;r ds mBus dh fLFkfr vkSj miyC/ djkbZ tkudkjh dh tkp djukA f'kdk;r dh xEHkhjrk ds vuqlkj ghtkp dh xgjkbZ gksuh pkfg;sA ;f n f 'kd k;r dk f ui Vk u rq jUr u gh a g ks l drk r ks b l ck r dh l w puk f'kdk;rdkkZdks Hksth tk,xh] vkSj f'kdk;r ij dk;Zokgh bl izdkj dh tk,xh fd izH k ko h f u ok j .k t Yn & ls& t Yn g k s l d sA

,s ) f' kdk ;r i j v fU re f u. kZ ; dks rRdky gh f'kdk;rdkkZ dks lwfpr fd;k tk,xk] vkSj mlls izfriqf"V yh tk,xhA;fn fu.kZ;] ekxh xbZ jkgr ds vuqlkj ugha gS rks mldk dkj.k crkrs gq,] vkSj vihy ds fy, ekxZ crkrs gq,]f'kdk;rdkkZ dks lwfpr fd;k tk,xkA blds ckn f'kdk;r dks cUn dj fn;k tk,xkA

) ;fn lkekU; f'kdk;r fuokj.k iz.kkyh ls mRrj izkIr ugha gksrk gS] rks ,slh fLFkfr esa lEidZ ds fy,^^vksecMLeSu** dks ukfer djukA

^ ^ 3- ' k r s v k Sj ifjHkk"kk,a%3-2 f'kdk;r ;k dEiysUV% ,d laLFkk ds le{k fd;k x;k ,slk Hkko ;k fopkj ftlls lsok mRiknu vkSj@;k izf;k ls

v la rq f" V O ;D r g ks v kSj tgk mlds fuokj.k dh Li"V ;k vLi"V vk'kk gksA

3-3 f'kdk;rdrkZ% O;fDr ;k la xBu ;k mldk izfrfuf/ ftlus f'kdk;r dh gksA

3- 4 f'kdk;r dk;Z okgh mn~ns';% ,slh pht ;k mn~ns'; tks f'kdk;r ij dk;Zokgh ls lEcfU/r gksA

3- 5 miHkksDrk% O;fDr ;k laLFkk tks ,d lsok vkSj@;k mRiknu izkIr djrk gks@djrh gksA

3- 6 miHkksDrk larqf"V% ,slh Hkkouk ftlls miHkksDrk dks yxs fd ,d fMxzh rd mldh vko';drk,a iwjh gqbZ gSaAfVIi.kh% (1) miHkksDrk f'kdk;r lkekU;r% ;g ladsr nsrh gS fd miHkksDrk larqf"V fuEu Lrj dh gS] ysfdu mudh

vuqifLFkfr ;k u gksuk] ;g ladsr ugha nsrk fd miHkksDrk larqf"V mPp Lrj dh gSA (2 ) ; f n m i Hk k sD r k v k o '; d r k, a m i H kk sDrk ds fy, iwjh Hkh gks tkrh gS rks Hkh ;g bl ckr dh iqf"V ugha djrk fd miHkksDrk larks"k

mPp Lrj dk gSA

3- 7 izfriq f"V% fopkj] jk;] fVIi.kh] lq>ko vkSj larks"k ;k vlarks"k dh HkkoukA

3- 8 izfr:irk (ukW u&dUiQkfeZVh)% ,d vko';drk dk iwjk u gksukA

3- 9 yksd lsok laxBu% ,d ,slk laxBu tks O;kid turk dks lsok lqiqnZxh djrk gks] vkSj@;k ftlds dk;Z tufgr dksizH kk fo r d jr s g ks a A mn kg j. k% lj dk j d s e a =kky;] foHkkx] jsxqysVh fudk;] tu mi;ksxh lsok,a iznku djus okyk]bR;kfnA fVIi.kh% bl ekud esa tgk Hkh ^laxBu* 'kCn dk mi;ksx gqvk gS] o gk v fH ki zk ; ^ yk sd l sok laxBu* ls gSA

3-10 xq .kokk% og va'k tgk rd ewy izkfrd xq.kksa }kjk vko';drk,a iwjh gksrh gSaA


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e ) S c r ut i n y o f th e c o m pl a i n t a n d i t s c a t eg o r i za t i o n a s c r i t i ca l , m a j or o r m i n or d ep e n di n g u p on i ts

seriousness and severity.

f ) A c kn o w l ed g em e n t o f ea c h c o m pl a i n t p r o mp t l y g i v i ng t he c o m pl a i n t n u m be r al o n g w i t h a n

i n d ic a t i on o f t he r e d r es s t i m e a n d t h e n a m e d e s ig n a ti o n an d t el e p ho n e n u m be r of t h e e m p lo y e e t o

be contacted for all future correspondence

g ) I n v es t i g at i o n of r e l e va n t ci r c u ms t a nc e s a n d in f o r ma t i o n r e l at i n g t o t h e c o m pl a i n t. T h e l e v el o f

i n v es t i g at i o n s h al l b e c o mm e n su r a te w i t h t h e s e r i ou s n es s a n d s e ve r i t y o f t he c o m pl a i n t. I f t h e

complaint cannot be immediately resolved, it shall be dealt in a manner which would lead to its

e f f ec t i v e r e d r e s s a s s o o n a s p o ss i b l e a n d t h e c o m pl a i n an t s h a l l b e i n t i ma t e d.

h ) C o m mu n i ca t i o n o f t h e d e ci s i o n to t h e c o m pl a i n an t r e ga r d i ng h i s c o m pl a i n t im m e di a t el y a f t er t h e

d ec i si o n i s t a ke n a n d g e tt i ng hi s f e ed b ac k. I n c a se t h e d e ci s io n i s n ot i n l i ne w i th th e r e me dy

requested by the complainant the justification for the decision taken along with alternative internal

and external recourse available for appeal shall also be intimated after which the complaint shall

be closed; and

i ) N o m in a t i ng ' O m bu d sm a n ' wh o c o ul d b e a p pr o a ch e d i f no r m al s e r v ic e d e l iv e r y me c h an i s m do e s

not respond.

3 . Te r m s a n d D e f i ni t i o ns :

3 . 2 C o mp l ai n t ( Gr i ev a nc e) : E xp r es si o n of d i ss at i sf a ct i on m a de t o a n or g an i za t io n r el a te d t o it s

products, services and /or process (es) where a response or resolution is explicitly or implicitly

expected.

3.3 Complainant: Person or organization or its representative, making a complaint.

3.4 Complaint Handling Objective: Something sought or aimed for related to complaints handling.

3 . 5 C u st o me r : O rg an i za t io n o r p e rs on th at re c ei v es a p r od u ct an d / o r s er v ic e.

3 . 6 C u st o me r S at i sf a ct i on : C us t om e r' s p e rc ep t io n o f t h e d e g re e t o w h ic h t h e c u s to m er ' s r e q u ir e me nt s

h a v e b e e n f u l f i ll e d . N O T ES : ( 1 ) C u s to m e r c o m pl a i n ts a r e a c o m mo n i nd i c at o r o f l o w c u st o m er satisfaction, but their absence does not necessarily imply high customer satisfaction. (2) Even

w h en c us t om e r re q ui r em en t s h a ve b ee n ag r ee d wi t h t h e c u st o me r a nd f u lf i l le d , th i s d o es n ot

necessarily ensure high customer satisfaction.

3 . 7 F e e db a c k: O p i n io n s c o m m e n ts , s u g ge s t i on s , a n d e x pr e s si o n s o f s a t i sf a c t io n / d i s sa t i s fa c t i on .

3 .8 N on -c on fo rm it y: N o n f u l fi l lm en t o f a r eq ui re me nt .

3 .9 P ub li c S er vi ce O rg an iz at io n: A n o rg an iz at io n w hi ch pr ov id es s er vi ce s ( s) t o pu bl ic a t la rg e a nd

/or whose activities influence public interest. Example: Government ministries and departments,

Regulatory bodies, Public Utility service providers etc. NOTE. Wherever the term 'organization'

h a s b e en u s ed i n t h i s s t a n d a r d, i t m e a ns ' p u bl i c s e r vi c e o r ga n i za t i o n' .

3 . 10 Q u al i t y: D e gr e e t o w hi c h a s et o f in he r en t ch a ra ct e ri s ti c s f u l f il s r e qu i re m en t s.

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3-11 lsok% og ifj.kke tks laxBu ds vakrfjd dk;ks }kjk vkSj os dk;Z tks miHkksDrk vkSj laxBu ds chp ijke'kZ LFkkfirdjrs gksa ftuls miHkksDrk dh vko';drk iwjh gksrh gSA

3-12 lsok lqiqnZxh% laxBu dh dk;Zokgh] ftlesa miHkksDrk ijke'kZ 'kkfey gks] tks lsok nsus ds fy, vko';d gSaA

3-13 lsok xq.kokk mn~ns';% lsok xq.kokk ls tqM+k dqN Hkh ftls ikus dk iz;Ru fd;k tk lds vkSj tks y{; tSlk gksA

3-14 lsok xq .kokk uhfr% laxBu ds eq[; mn~ns'; o fn'kk tks lsok xq.kokk ls lEcfU/r gks vkSj mPp izcU/ }kjkv kS ip kf jd : i l s ? kk sf "k r d h x bZ g ksA**

8- l a; qD r l fp o v kS j m ll s m Pp i nk s a d s v f/ dk fj ;k s a d h f 'k dk ;r ks a d s f uo kj .k d s f y, L Fk k; h l fe fr %

la;qDr lfpo o mlls mPp in ds vf/dkfj;ksa dh f'kdk;rksa ds fuokj.k ds fy, ,d LFkk;h lfefr dk xBu]eaf=keaMy lfpoky; ds fnukad 13 vxLr 2004 ds vkns'k la[;k 501@2@8@2004&lh,oh ds vk/kj ij fd;k x;k gSA bllfefr dk xBu iz/kuea=kh ds vuqeksnu ls blfy, fd;k x;k gS rkfd og f'kdk;r fuokj.k O;oLFkk esa lq/kj ykus ds fy,lq>ko nsA b ld s f y, L Fk k; h l fe fr ] f o' ks "k f 'k dk ;r ks a i j] , sls lHkh vf/dkfj;ksa ls ijLij laokn djrh gS tks la;qDr lfpoo mls mPp inksa ij dsUnz ljdkj ds ea=kky;ksa] f oH k kx k sa dk;kZy;ksa vkSj lkoZtfud {ks=kd esa dk;Z dj jgs gSaA L Fk k; h l fe fr , sls

H kh l Hk h v f/ dk fj ;k sa ls ijLij laokn djrh tks jkT; ljdkjksa esa lkekUrj inksa ij gSa] vkSj ftudh f'kdk;rksa ds ekeysa dsUnzljdkj dh 'kfDr;ksa ds {ks=k esa vkrs gSaA iz'kklfud lq/ kj vk Sj yksd f'kdk;r foHkkx LFkk;h lfefr ds fy, lfpoky; dkdk;Z djrk gSA L Fk k; h l fe fr d h d k; Z i z.kkyh bl ladyu ds v;k; 3 esa fn, vkns'kksa esa nh xbZ gSA o" kZ 2 00 9 r d l fe fr u s

1 68 d sl i j f op kj f d; k f tu dk f o' ys "k .k u kS e q [; dk;Z {ks=kksa esa fd;k x;k] tks v;k; 3 dh rkfydk 1 esa fn;k x;k gSA

9- f ' kd k ;r f u ok j .k i z. kky h dk


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3 .11 S er vi ce : Th e r es ul ts g en er at ed b y a ct iv it ie s a t t he i nt er f ac e b et we en t h e o rg an iz at io n an d th e

customer and by organization's internal activities, to meet customer requirements.

3 .1 2 S er vi ce D el iv er y: T he o rg an iz at io ns ' a ct iv it ie s i nc lu di ng t ho se a t t he c us to me r i nt er fa ce ,

necessary to provide the service.

3 . 1 3 S e r vi c e Q u a li t y O b j ec t i v es : S o m et h i n g s o u g h t a n d a i m ed f o r, r e l at e d t o s e r vi c e q u a li t y

3 . 14 S er v ic e Q u al i t y P o li c y: T he o v er a ll i nt e nt i on s a n d d i re ct i on o f an o rg an i za t io n as r e ga r ds s e rv i ce

quality, as formally expressed by top management.

8. Standing Committee on Redress of Grievances of officers of the level of Joint Secretary and above:

A S t a nd i n g C o m mi t t e e t o Re d r es s t h e G r i e va n ce s o f of f i ce r s o f t he l e v el o f J o i nt S ec r e t ar y an dth

a b o ve h a s b e en c o n st i t u t ed a s p e r C a b in e t S e cr e t a ri a t O r d er N o. 5 01 / 2 / 8 / 20 0 4 - C . A . V d a t ed 1 3 A u g us t

2 0 0 4. T h e C o m mi t t e e h a s b e e n c o n st i t u t ed w i t h t h e a p pr o v al o f t he P r i m e M i n i st e r t o s u g ge s t sy s t em i c

c h a ng e s t o i mp r o ve t h e g r i e va n ce r e d r es s m e c ha n i sm . F or t h i s p u r po s e t h e S t a nd i n g C o m mi t t e e i n t e ra c t s

w i t h of f i ce r s o f t h e l e v el o f J oi n t S ec r e t ar y a nd a b o ve w o r ki n g i n t h e C e n tr a l G ov e r nm e n t Mi n i s tr i e s /

D e p ar t m e nt s / O f f i c e s a s w e l l a s P S U s a n d Au t o no m o us O r ga n i za t i o ns u n d er t h e i r c o n t r o l r e g ar d i n g t h ei r

s p e ci f i c g r i ev a n ce s . T h e S t a nd i n g C o m mi t t e e a l s o i n t e ra c t s w i t h o f f ic e r s o f c o r r es p o nd i n g l e v el s

w o rk i ng i n t h e S t at e G o ve r nm en t s r e ga r di n g s u ch g r ie va n ce s t h e r e dr e ss o f w h ic h c om e s e x cl u si v el y

under the domain and the authority of Central Government. The Department of Administrative Reforms

a n d P ub l ic G r ie va n ce s s e rv es a s t h e S e cr e ta r ia t f o r t h e S t an d in g C o mm i tt e e. T he c o mp o si t io n a nd

Operational Framework of the Standing Committee are given in orders reproduced in Chapter III of this

Compilation. Till the year 2009 the Standing Committee had considered 168 cases. The nine broad areas

t o w h i ch t h e s e c a s e s p e r t ai n a r e a l s o g i ve n i n Ta b l e 1 i n C h a pt e r I I I .

9. Organizational Structure For Redress Of Grievances:

Apart from the Department of Administrative Reforms and Public Grievances, the following have

been designatedas the nodal agenciesfor receiving grievances from the citizens :

a ) T h e P u b li c W in g i n R a s ht r a p at i B h a wa n S e c re t a ri a t a n d i t s w e b si t e

b) The Public Wing in the Prime Minister's Office

c ) T h e D i r ec t or a te o f P u b li c G r ie va n ce s i n C ab i ne t S e c re t ar i at

d ) T h e D e p ar t m e nt o f P e n si o n s a n d P e ns i o ne r s ' We l f a re

A l l t h e a b ov e n o da l a g en ci e s r e ce i ve t h e o n li n e a s w e ll a s p o st a l g r ie va n ce s f r om t h e p ub l ic a n d f or w ar d

them to the Central Ministries / Departments / Organizations concerned. The nodal agencies forward and

m o ni t or t h e g r ie v an ce s b u t th e se c a n b e r e dr e ss e d o n ly b y t h e M i ni s tr i es / D e pa r tm en t s t o w hi c h th e

g r i e va n c e r e l a te d f u nc t i o n ha s b e e n al l o ca t e d a s p e r A l l o ca t i o n of B u s i ne s s R u l es 1 9 6 1. T h e se R u l es c a n

be accessed at the website of Cabinet Secretariat.

9.1 ''Helpline for Grievances'' in President's Secretariat:

T h e P u bl i c W in g o f t h e P r e si d e nt ' s S e c re t a ri a t , h a s a h e l pl i n e p o r t al a t o n w h i ch ac i t i ze n m a y lo d g e a r e q ue s t o r a g r i e va n c e, v i e w i t s s t a t us , r e c ei v e a c k no w l ed g m en t a n d f i n a l r ep l y a f te r

r e d r es s o f t h e g r i ev a n ce . H o w ev e r, t h i s h e l pl i n e i s o n l y a l o d gi n g a n d mo n i t or i n g f a ci l i t y a nd g r i e va n c es

a r e i n e f f ec t r e d r es s ed o n l y b y t h e M i n i st r y / D e p ar t m e nt / c o n c er n e d, t o w h i c h t he w o r k r el a t i ng t o a

http://helpline.rb.nic.in

5


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6

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1 1- L ok LF ; , oa i fj ok j d Y; k. k e a =kky; esa dsUnzh; ljdkj LokLF; ;kstuk

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fhttp://cabsec.gov.in r

A

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;k u n suk vko';d gksrk gS] mU gsa okafNr ea=kky;ksa ds lkFk dk;Zokgh iwjh gksus rd ns[kk tkrk gSA

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;g funs'kky; 14 foHkkxksa] l a LF k kv k sa dh f'kdk;rksa dks ns[krk gS%


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particular grievance has been allocated as per Allocation of Business Rules, 1961. As stated above, the

A l l o ca t i o n o f Bu s i ne s s R u l es a r e a c ce s s ib l e i n t h e p u b li c d o m ai n on t he w e b si t e o f Ca b i ne t Se c r et a r i at a t

T he H el pl in e P or ta l i s i nt eg ra te d w it h t he o nl i ne C en tr al iz ed P u bl ic G ri ev an ce

Redress and Monitoring System (CPGRAMS).

http://cabsec.gov.in

9.2 T he P ub li c Wi ng o f t he P ri me M in is te r s O ff i ce :

The Public Wing of the PMO receives a large number of petitions which are given the name of public

g r ie va nc es t h ou gh t he ir n at u re v ar i es f r om c as e t o ca se . T he p et i ti o ns i nc l ud e r eq u es t s f o r f i na nc i al ,

medical aid, job placements, messages for various functions, suggestions for improving governance, etc.

a n d g r i ev a nc e s a l s o. T h e p e t it i o ns a r e p r o pe r l y s e gr e g at e d i n t h e P M O a n d f o r wa r de d t o t he M i n is t r ie s /

Departments concerned for necessary action. A few cases which deserve closer attention are pursued by

t h e P M O, o n c e a g ai n w i t h t h e M i n is t r y/ D e pa r t me n t c on c er n ed .

9.3 T h e D i re c t o ra t e o f P u b l ic G r i e va n c e s, Ca b i n et Se c re t a r ia t :

Based on a review of the machinery for redress of public grievances in the Government of India made

in 1987, the Government, inter-alia, d e ci d ed t o s et u p a n e w o r ga n iz a t io n i n t he f o r m of t h e D i r ec t o ra t e o f

P u bl i c G r i ev a nc e s i n t h e C a bi n et s e c re t a ri a t . A c co r di n g ly, t h e D i r ec t o ra t e o f P u bl i c G r i ev a nc e s c a me i n t o

being with effect from 1April, 1988 with four Departments, which were more prone to public complaints,

i n i t s j u r is d ic t i on . S u bs e qu e nt l y, so m e m o r e D e pa r tm e nt s w e r e a d de d t o t h e p u r vi e w o f t h e d i r ec t o ra t e .

T h e D i r ec t o ra t e i s n o w l o o ki n g i n t o t h e g r i ev a nc e s r e la t i ng t o 1 4 D e pa r t me n ts / O rg a ni s at i o ns a s f o l lo w s: -

1 . M in i st r y o f R ai l wa ys a nd i t s u nd er t ak i ng s;

2 . D ep ar tm ent s o f P ost s;

3. Department of T elecommunications, including Mahanagar Telephone Nigam Ltd. (MTNL)

and Videsh Sanchar Nigam Ltd;

4 . B a nk i ng D i v is i o n o f t h e D e pa r t me n t of E c on o mi c A f fa i r s, i n c lu d i ng P u bl i c S e ct o r B an k s;

5. Insurance Division and national Savings Scheme Division of the Department of Economic Affairs,

i n c lu d i ng P u bl i c S e ct o r I n s ur a n ce C o mp a ni e s v i z L I C , G I C a n d t h e ir s u b s i di a r ie s ;

6 . M i n is t r y o f Ur b an Af f ai r s i n cl u di n g DD A , C P WD a n d D i r ec t o ra t e o f E st a t es ;

7 . M i ni s tr y o f S ur f ac e T r an sp or t a nd i t s u nd er t ak i ng s;8 . M i n is t r y o f C i v il Av i a ti o n i n c lu d i ng A i r p or t A u t ho r i ty, I n d ia n A i r li n e s a n d A i r I n d i a ;

9 . R e gi o na l P a ss p or t Au t ho r i ty u n de r t h e M i n is t r y of E x t er n a l A f fa i r s;

10. Employees Provident Fund Organisations under the Ministry of Labour;

11. Central Government Health Scheme under the Ministry of Health and FamilyWelfare;

1 2 . E m p l o y e e s S t a t e I n s u r an c e C o r p o r a t i o n ( E S I C ) H o s p i ta l s a n d D i s p e n s a r i e s d i r e c tl y m a n a g e d

by ESIC under the Ministry of Labour;

1 3 . M i n is t r y o f P e t ro l e um a n d N a t ur a l G a s; a n d

14. Department of Education (Ministry of Human Resource Development) which covers Central

Universities and Kendriya Vidyalayas;

The Government Resolution dated 25 March, 1988, setting up the Directorate contains the following

important provisions:

( i ) I t w i l l t a k e u p c o m pl a i n t s a ft e r f u l l y s at i s f y in g i t s e l f a bo u t t h e b o n a f id e s o f t h e c o m p l ai n t s a n d

keeping in view the gravity of the subject matter of the grievance. In other words, the Directorate

6


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7

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was envisaged as an Appellate Body investigating grievances selectively and particularly those

w h er e a c om pl a in an t ha s f a il e d t o ge t re d re ss a t th e h a nd s o f th e i n te r na l ma ch i ne ry a nd

the hierarchical authorities.

(ii) The Directorate has authority to call for relevant files/papers from the Ministries/Departments

concerned with a view to examining whether the grievance has been dealt with in a fair, objective

a n d j u s t m a n n e r a n d w h e t h e r a d e c i s i o n c o n t a i n i n g r e a s o n s h a s b e e n c o m m u n i c a t e d t o t h ecomplainant within a reasonable time. Under the existing instructions, reports/files called for by

the Directorate from the Ministries are required to be furnished by them within a period of six

weeks.

( ii i) W here the D i r ec t or a te i s s a ti s fi e d t h at t he g r ie v a nc e h a s n o t b e e n d e a lt w it h i n a f a ir , j u st

and objective manner, it makes suitable recommendations for consideration and adoption by

the concerned Ministries/Departments. The recommendations made by the Directorate are

r e qu i re d t o b e i m pl e me nt ed w i th in a p er i od o f on e m on t h.

(iv) The Directorate does not concern itself with policy matters or where a grievance has already

been disposed of at the level of Minister. It also does not entertain grievances relating to service

matters (excluding those relating to payment of terminal benefits like gratuity, provident fund,

e t c .) , c o m m er c i al c o nt r a ct s o r c a s e s w h i ch a r e s u bj u di c e o r w h e r e q u as i - ju d ic i al p r o ce d ur e s

are prescribed for decision making.The Directorate is expected to act as an appellate body investigating only selected grievances. The

main responsibility in the sphere of redress of public grievances continues to be with the internal machinery

s e t u p i n t h e v a r io u s M i n is t r ie s / Or g an i s at i o ns . T h e D e pa r t me n t o f Ad m in i s tr a t iv e R e f or m s a n d P ub l i c

G r i ev a nc e s c o nt i n ue s t o f u nc t i on a s t h e n o da l a ge n cy f o r i ss u e o f p ol i c y gu i de l i ne s a n d i ns t r uc t i on s f o r

strengthening the internal machinery in the government Departments.

9.4. T h e D e p a rt m e n t o f P e n s io n s a n d P e n s io n e r s We l f a re :

The Department of Pensions and Pensioners Welfare, being a policy formulation agency for all

m a t te r s p e r ta i n in g t o p e ns i on s a n d r e ti r e me n t b en e f it s o f g o v er n m en t o f f ic i a ls , h a n dl e s a l l g r i ev a nc e s

pertaining to their retirement benefits. All grievances received, except VIP references, are transferred to

the Ministry/Department concerned for setting the grievance since the payment of pensions and retirement

d u es i s d e - ce n t ra l i ze d . T h e D e pa r t me n t t a k es u p o n l y t h o se c a se s w h er e in a n y p o l ic y i s s ue i s i n v ol v e d.

7


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36/290

la;qDr lfpo o mlls mPpinksa ijv f/dkfj; ksa ds fy, f'k dk ;r

fuokj.k iz.kkyhF R AM E WO R K F O R R E DR E S S O F G R I EVA N CE

F OR O FFI CE RS O F T HE L EV EL O FJ OI N T S E CR ETA RY A N D A BO VE


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10

v;k; & 2

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dh f'kdk;rksa ds fuokj.k ds fy, iz.kkyh

la 501@2@8@2004&lh-,-ohea=kheaMy lfpoky;

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xBu

iz/kuea=kh ds vuqeksnu ls ;g fu.kZ; fy;k x;k gS fd f'kdk;r fuokj.k iz.kkyh esa lq/kj ykus ds lq >ko nsus ds fy,,d LFkk;h lfefr dk xBu fd;k tk,A ;g lfefr ,sls lHkh la;qDr lfpo vkSj mlls mPp Lrj ds] tks fd dsUnz ljdkj

ea=kky;ksa vkSj foHkkxksa vkSj laLFkkvksa ;k muds v/huLFk lkoZtfud {ks=k o laLFkkvksa vkSj Lok;Rr fudk;ksa esa dk;Zjr gSaA LFkk;h lfefr jkT; ljdkjksa esa Hkh rSukr blh Lrj ds vf/dkfj;ksa ls Hkh ijLij laokn djsxh ftudh f'kdk;rksa ds fuokj.k dk dk;Ziwjh rjg ls dsUnz ljdkj ds vf/dkj {ks=k esa vkrk gSA

2- LFkk;h lfefr dk la?kVu fuEufyf[kr gksxk%&(d) ea =kheaMy lfpo([k) iz/kuea=kh ds eq[; lfpo

(x) lfpo] dkfeZ d rFkk izf'k{k.k foHkkx

3- lfefr vi uh dk;Z O;oLFkk vkSj izf;k Lo;a fu/kZ fjr djsxhA lfefr dks iz'kklfud lsok dkfeZd vkSj izf'k{k.k

foHkkx }kjk nh tk,xhA

4- LFkk;h lfefr dk;Z dh eq [; iz.kkyh layXu gSA

gLrk( jk th o j at u)

funs'kdnwjHkk"k% 23792018

lsok esaLFkk;h lfefr ds lHkh lnL;ksa dks


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10

CH APT ER 2&

F r a me w o rk f o r R e d re s s o f G r ie v a nc e f o r

O f f i c e r s o f t h e l e v e l o f Jo i n t S e c re t a r y a n d A b o v e

No.201/2/8/2004-C.A.V

CABINET SECRETARIAT

RASHTRAPATI BHAWAN

rdD at e d th e 1 3 A ug u st , 2 00 4

S u bj ec t s: - Co n st i tu ti o n o f a S t an di n g C o mm i tt ee i n re s pe c t o f gr ie v an c es o f of f ic er s o f

t h e l e v e l o f J o i n t S e c r e t ar y a n d a b o v e .

I t h as b e en d ec i d ed , wi t h t h e a p p ro v a l o f t he P r i m e M i n i st e r s t o co n s ti t u t e a s t a nd i n g c o m mi t t e t o

s u g ge s t s y st e m i c c h a ng e s t o i m p r ov e t h e d r e ss m e ch a n is m . F o r t h i s p u r po s e, th e S t a nd i n g c o mm i t t e e

would interact with officers of the level of joint Secretary and above, working in the Central Government

M i n i st r i e s/ D e pa r t m en t s / O f f i ce s a s w e l l a s P S U s a n d A u t on o m ou s O r ga n i sa t i o ns u n d er t h e i r c o n tr o l

r e g ar d i n g t h e i r s p ec i f i c g r i e va n c es . Th e S t a nd i n g C o m mi t t e e w o u ld a ls o in t e r ac t wi t h of f i ce r s o f

c o r r es p o nd i n g l e ve l s w o r ki n g i n t h e S t a t e G o v er n m en t s r e g ar d i n g su c h g r i ev a n ce s , t h e r e d r es s o f w h i c h

comes exclusively under the domain and the authority of the Central Government.

2 . T he c om po si ti on o f t he S ta nd in g C om mi tt ee s ha ll b e a s f ol lo ws :

i. Cabinet Secretary

i i . P r i n ci p a l S e cr e t a ry t o Pr i m e M i n i st e r

iii. Secretary, Department of Personnel & Training

3 . T he c om mi tt ee s ha ll b e f re e t o de te rm in e i ts o wn s ys te m an d pr oc ed ur e a nd s ha ll b e s er vi ce d by

the Department of Personnel and Training.

4 . T he b ro ad f ra me w or k w it hi n w hi ch th e S t an di ng Co mm it t ee s ha ll f un ct i on is e nc lo se d.

Sd/-

(Rajeev Ranjan)

Director

Tel.: 2-3792018

To

All Members of the Standing Committee.


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11

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11

S t a n d i n g C o m m i t t ee o n R e d re s s o f G r ie v a n c e s : O p e ra t i o n a l F r a m e w o rk

( i) T he c om mi tt ee w ou ld be p ri ma ri l y r es po ns ib le f or s ug ge st in g sy st em ic c ha ng es i n th e g ri ev an ce

redress mechanism. It would also interact with officers on their specific grievances to identify the

weaknesses in the existing grievance refress mechanism and thereafter make specific suggestions

f o r r e m ov i n g s u c h w e ak n e ss e s a n d e f f ec t i n g c u t ia b l e s y s te m i c c h a ng e s . T h e i n t e nt i o n i s t o m a k e

existing mechanixm effectiveand responsive.

( i i) T h e C o m mi t t ee s ha l l o r di n ar i ly m ee t on ce e v er y we e k t o co ns i de r th e g r i e va n ce s r e c e iv e d.

( ii i) T he C om mi tt ee s ha ll e nt er ta in gr ie va nc es r el at in g to t he e nt ir e r an ge o f se rv ic e m at te rs a nd

c o n di t i o ns i n s o f a r as o f f ic e r s o f J S l e v el a n d a b o ve w o r ki n g i n t h e C e n tr a l G ov e r nm e n t a r e

concerned. Wherever considered necessary, the committee shall grant a personal hearing to the

aggrieved oficer.

( iv ) A S r eg ar ds o ff ic er s o f c or re sp on di ng l e ve ls w or ki ng i n t he S ta te G ov er nm en ts , t he C om mi t te e

s h al l e n t er t a i n on l y s u c h gr i e v an c e s i n r e sp e c t of w h i c h t h e f i n al d e c i si o n l i es w i t h t he C e n tr a l

Government.

( v ) T he C om m it t ee , ho we v er , s h al l no t co n si d er g ri e va nc e s r e l a ti n g t o ma t te r s w h i c h a r e sub judice or

form part of a disciplinary proceeding.

( v i) A l l gr i ev an c es s ha l l be a dd r es se d to S e cr e ta r y D ep t . of p er s on ne l & Tr a in i ng a nd c on t ai n su c h

information as may be preseribed and necessary.

( v i i ) S e c re t a ry ( P e r so n n el ) s h al l c a r ry o u t an i n i t ia l e x am i n at i o n of e v e ry g r i e va n ce r e c ei v e d on b e ha l f

o f t h e C om m it t ee a n d s ee i f i t f a ll s w i th i n t h e p u rv i ew o f t h e C o mm i tt e e. H o we v er , t h e f i na l

d e ci s i o n, a s t o w h e t he r o r n o t a g r i e va n c e i s t o b e c o n si d e r ed , s h a l l l i e w i t h t h e C o m mi t t e e.

( v ii i ) T he C om m it t ee s h al l n ot e nt e r in t o an y co r re sp o nd en c e w i th t h e a gg r ie ve d or t o s en d a r e pl y i n

respect of grievances received.

( i x) T hi s w i ll c o nt i nu e t o b e d o ne a s u n de r t h e n o r m al f u nc t io ni n g o f t h e D e p ar t me nt s . T he C om m it t ee

t h u s s h al l n ot r e pl a c e o r su p p la n t t h e e s t ab l i s he d me c h an i s ms f o r de c i si o n m a k i ng i n t h e

Government. It shall

( a) f ac il it at e o r e xp ed it e d e ci si on m ak in g wh er ev er d el ay s a r e n o ti ce d;

( b) g et su ch ru le s a nd e xe cu ti ve i ns tr uc ti on s r ev ok ed or mo di fi ed as a re p ro vi ng un du ly

c u m be r s om e o r h a r s h o r a r e n o t s e r vi n t t h e p u r po s e f o r w h i ch t h e s e w e r e f r a m ed ; a n d

( c) i de nt if y ba si c c au se s o f of fi ce rs g ri ev an ce s a nd di r ec t ta ki ng o f s uc h m ea su re s a s w ou ld

ensure that grievancesdo not arise in thefirst instance.


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S u b je c t : S t a nd i ng C om m i tt e e i n re s p ec t of g ri e va n c es o f of f i ce r s o f th e l e ve l of J oi n t S e c re t a ry

and above.

A S t a nd i n g C o m mi t t e e w a s c o n st i t u t ed to re d r es s t h e g r i e va n c es o f of f i ce r s o f t h e l e v el of Jo i n t

Secretary and above. In this connection, D.O letter of even number dated 22.7.2004 from Shri B.K.

Chaturvedi, Former Cabinet Secretary may please be referred to.

2 . I t ha s n o w b e en d ec id ed w it h t h e a p pr ov al o f th e P r im e M i ni st er t ha t is su es r el at ed t o em pa ne lm en t

under the Central Staffing Scheme; representations against disciplinary/vigilance proceedings including

proposals for sanction of prosecution and matters which are in the domain of State Governments, will notbe taken up by the Standing Committee on grievances.

(V.P. Arora)

Under Secretary to Govt. of India

Tele: 23014378

Smt. Rajni Razdan

Secretary

D e p ar t m e nt o f A d m i n i st r a t i ve R e f or m s a n d P u b l i c G r i ev a n ce s .

thN ew D el hi , t he 1 6 J un e 2 00 8

No. 501/2/8/2004-CA.VC A B I N E T S E C R E TA R I AT

RASH TRAPATI BH AWAN

12


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1. Name :

2. Desi gnati on and Office Address :

3. Cent ral Governmenet :

Ministry/Department/State Government/

UTAdministration under which

Presently serving

4. Name of the service cadr e :

Documents

Compilation of Guidelines for Redress of Public Grievances - Naresh Kadyan