Government cuts public grievances decision time to 30 days; to prioritise listening to pressing complaints

By PTI

NEW DELHI: The Centre has determined to cut back the decision time of public grievances, raised on a devoted portal, to a most of 30 days from the present 45 days.

Besides, it has been determined {that a} grievance obtained from a citizen won’t be closed till an enchantment filed towards it’s disposed of.

“The disposed grievance will probably be handled as closed except the citizen has filed the enchantment.

If the enchantment is obtained from the citizen towards the disposed grievance, the grievance will probably be handled as closed solely after disposal of enchantment,” mentioned an order issued by the Department of Administrative Reforms and Public Grievances (DARPG).

DARPG, which is beneath the Union Ministry of Personnel, Public Grievances and Pensions, mentioned it has undertaken a complete reform of the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) -– an internet portal that permits folks to lift grievance towards authorities our bodies — to make it extra attentive to the wants of the residents.

The authorities desires the residents’ voices to be heard, and desires them to repose belief within the system, it mentioned.

“The grievances obtained on CPGRAMS shall be resolved promptly as quickly as they’re obtained however inside a most interval of 30 days,” the order mentioned.

In case the redress will not be attainable throughout the prescribed timeframe as a result of circumstances equivalent to sub judice issues/coverage points and so forth, an interim/applicable reply shall be given to the citizen, it mentioned.

A complete of 13,32,567 grievances have been obtained from January to March this 12 months, of which 4,18,451 have been disposed of.

As many as 30,23,894 grievances have been obtained in 2021 (of which 21,35,923 have been disposed of), 33,42,873 in 2020 (23,19,569 disposed of), and 27,11,455 in 2019 (16,39,852 disposed of).

Last 12 months, the DARPG had decreased the utmost time restrict to 45 days from 60 days to resolve public grievances.

In its newest order, the DARPG has requested all departments to nominate nodal grievance decision officers (GROs) and to empower them adequately to resolve public complaints.

They might appoint as many GROs as deemed crucial based mostly on the variety of public grievances obtained beneath the general supervision of the nodal grievance decision officer, it mentioned.

“It shall be incumbent on grievance decision officers to handle pressing grievances on precedence foundation,” mentioned the order dated July 27.

After the closure of a grievance, residents have the choice to submit their suggestions and file an enchantment, it mentioned.

To get hold of suggestions on the standard of grievance disposed, an outbound name centre has been began, the order mentioned.

All residents will probably be contacted by the decision centre to acquire suggestions.

“Citizens will probably be supplied the choice to file an enchantment if they don’t seem to be happy with the grievance disposed of,” it mentioned.

The suggestions obtained from residents by the decision centre will probably be shared with ministries or departments who can be accountable to cope with the suggestions and to make “systemic enhancements.

”To institutionalise the mechanism of grievance decision, and to make sure high quality disposal, the secretary of the ministry/division might overview the disposal course of in senior officers’ conferences, the DARPG mentioned.

“Secretary might make just a few calls to the residents to get direct suggestions whether it is felt crucial,” it added.

Ministries/departments can also monitor complaints which can be raised in print and digital media, the order mentioned.

All ministries/departments have additionally been requested to frequently analyse the development of grievances and conduct a “root trigger evaluation.

” “Based on the evaluation of the grievances, the ministry/ division might take remedial measures,” the order mentioned.

To obtain the targets of the CPGRAMS, and to satisfactorily resolve the grievances of the residents, all ministries and departments have to overview, streamline and strengthen their inside decision mechanisms, it famous.

The DARPG mentioned it’s going to additionally organise coaching programmes in collaboration with the Institute of Secretarial Training and Management (ISTM) right here on this regard.

NEW DELHI: The Centre has determined to cut back the decision time of public grievances, raised on a devoted portal, to a most of 30 days from the present 45 days.

Besides, it has been determined {that a} grievance obtained from a citizen won’t be closed till an enchantment filed towards it’s disposed of.

“The disposed grievance will probably be handled as closed except the citizen has filed the enchantment.

If the enchantment is obtained from the citizen towards the disposed grievance, the grievance will probably be handled as closed solely after disposal of enchantment,” mentioned an order issued by the Department of Administrative Reforms and Public Grievances (DARPG).

DARPG, which is beneath the Union Ministry of Personnel, Public Grievances and Pensions, mentioned it has undertaken a complete reform of the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) -– an internet portal that permits folks to lift grievance towards authorities our bodies — to make it extra attentive to the wants of the residents.

The authorities desires the residents’ voices to be heard, and desires them to repose belief within the system, it mentioned.

“The grievances obtained on CPGRAMS shall be resolved promptly as quickly as they’re obtained however inside a most interval of 30 days,” the order mentioned.

In case the redress will not be attainable throughout the prescribed timeframe as a result of circumstances equivalent to sub judice issues/coverage points and so forth, an interim/applicable reply shall be given to the citizen, it mentioned.

A complete of 13,32,567 grievances have been obtained from January to March this 12 months, of which 4,18,451 have been disposed of.

As many as 30,23,894 grievances have been obtained in 2021 (of which 21,35,923 have been disposed of), 33,42,873 in 2020 (23,19,569 disposed of), and 27,11,455 in 2019 (16,39,852 disposed of).

Last 12 months, the DARPG had decreased the utmost time restrict to 45 days from 60 days to resolve public grievances.

In its newest order, the DARPG has requested all departments to nominate nodal grievance decision officers (GROs) and to empower them adequately to resolve public complaints.

They might appoint as many GROs as deemed crucial based mostly on the variety of public grievances obtained beneath the general supervision of the nodal grievance decision officer, it mentioned.

“It shall be incumbent on grievance decision officers to handle pressing grievances on precedence foundation,” mentioned the order dated July 27.

After the closure of a grievance, residents have the choice to submit their suggestions and file an enchantment, it mentioned.

To get hold of suggestions on the standard of grievance disposed, an outbound name centre has been began, the order mentioned.

All residents will probably be contacted by the decision centre to acquire suggestions.

“Citizens will probably be supplied the choice to file an enchantment if they don’t seem to be happy with the grievance disposed of,” it mentioned.

The suggestions obtained from residents by the decision centre will probably be shared with ministries or departments who can be accountable to cope with the suggestions and to make “systemic enhancements.

”To institutionalise the mechanism of grievance decision, and to make sure high quality disposal, the secretary of the ministry/division might overview the disposal course of in senior officers’ conferences, the DARPG mentioned.

“Secretary might make just a few calls to the residents to get direct suggestions whether it is felt crucial,” it added.

Ministries/departments can also monitor complaints which can be raised in print and digital media, the order mentioned.

All ministries/departments have additionally been requested to frequently analyse the development of grievances and conduct a “root trigger evaluation.

” “Based on the evaluation of the grievances, the ministry/ division might take remedial measures,” the order mentioned.

To obtain the targets of the CPGRAMS, and to satisfactorily resolve the grievances of the residents, all ministries and departments have to overview, streamline and strengthen their inside decision mechanisms, it famous.

The DARPG mentioned it’s going to additionally organise coaching programmes in collaboration with the Institute of Secretarial Training and Management (ISTM) right here on this regard.