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
yksd f'kdk;r fuokj.k laca/hfn'kk&funsZ'kksa dk ladyu
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
iz'kklfud lq/ k j v kS j y ks d f ' kd k ;r f o Hk k x
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;H kk jr l jd kj 2010
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vkeq[kFOREWORD
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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
N os.
C h ap te r N o s
a n d Sl N o s o f
OM
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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Page
N os.
C h ap t er N o s
a n d Sl N o s o f
OM
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
(ii)
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
48
49
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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Page
N os.
C ha p te r N o s
a n d S l N os o f
OM
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
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
C hapter-4
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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N os.
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a n d Sl N o s o f
OM
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chronological order
a s p er d at e o f i ss ue
Subject
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
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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
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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'.
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(v)
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66
67
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Setting up Information and Facilitation Counters in 126
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62 D O l e tt e r d at e d
D O l e tt e r d at e d
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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
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64 D O l e tt e r d at e d
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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
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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
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,) 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
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6
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5- vkfF kZ d&dk;Z foHkkx esa chek Lda/ vkSj jk"Vh; cpr Ldhe Lda/] ,yvkbZlh] thvkbZlh vkfn ifCydlSDVj chek dEifu;ksa lfgr
6- 'kgjh fodkl ea =kky;] MhMh,] lhihMCywMh vkSj lEink funs'kky; lfgr
7- lM+d ifjogu ea=kky; vkSj mlds mie8- u kx j f oek uu ea =kk y; ] foe ku ik u i zkf/dj.k] bfUM;u ,;jykbUl] vkSj ,;j bfUM;k lfgr
9- fons'k ea=kky; esa {ks=kh; ikliksVZ izkf/dj.k
10- Je 'kfDr ea =kky; esa bih,iQvks
1 1- L ok LF ; , oa i fj ok j d Y; k. k e a =kky; esa dsUnzh; ljdkj LokLF; ;kstuk
12- J e ea =kk y; esa b,lvkbZlh ds vLirky o fMLiSUljh
13- isVksfy;e vkSj izkfrd xSl ea=kky;
1 4- f 'k {k k f oH kk x] t ks d sU nz h; f o' of o| ky ; v kSj dsUnzh; fo|ky; ns[krk gSA
fnukad 25 ekpZ 1988 ds ljdkjh ladYi ftldsa vUrxZr funs'kky; dk xBu fx;k x;k] esa fuEufyf[kr eq[;izko/ku gSa%
(i) f'kdk;r dh xaHkhjrk dks ns[krs gq, vkSj f'kdk;r dh lR;rk dh iqf"V djus ds ckn gh f'kdk;r dks Lohdkj
fhttp://cabsec.gov.in r
A
9-2 iz/ k u ea = k h d k ; k Z y; es a yk s d Lda /%
iz/ ku ea =k h d k; kZ y; e sa y ksd Lda/ Hkh yksxksa ls f'kdk;rsa cM+h la[;k esa izkIr djrk gS gkyakfd ;s f'kdk;rsa fofHkUuekeyksa ij gksrh gSaA ; s f ' kd k ;r s a v k fF k Z d] eSfMdy] ukSdjh fnyokus] f of Hk Uu d k; ks ds fy, lans'k ds :i esa ;k ljdkjh dk;Zlq/ kj us d s : i e sa gksrh gSaA f'kdk;rsa vyx&vyx dj] fuokj.k ds fy, ea=kky;ksa dks Hkst fn;k tkrk gSA dq N e ke ys f tu i j
;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
9-3 ea= k h e aM y l f po k y ; e s a y ks d f 'k dk ;r f un s' kk y; %
H kk jr l jd kj e sa o "k Z 1 98 7 e sa g q , iqu% voyksdu ds ckn yksd f'kdk;r fuokj.k iz.kkyh ds fy, ,d u, ^^yksdf'kdk;r funs'kky;** dk xBu djus dk fu.kZ; fy;k x;k] ftls eaf=keaMy lfpoky; ds vUrxZr LFkkfir fd;k x;kA vr%
1 vizSy 1988 ls] ^^yksd f'kdk;r funs'kky;** us viuk dk;Z vkjaHk fd;kA igys os ,sls pkj ea=kky; ;k foHkkx ns[krk Fkktgk vR;f/d yksd f'kdk;rsa mBus dh lEHkkouk FkhA ckn esa dqN vkSj foHkkx Hkh funs'kky; dh lwph esa tksM+s x,A vr% vc
;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
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fd;k tk,xkA ;kfu funs'kky; dks ,d ^^,sisysV ckSMh** ds :i esa l`ftr fd;k x;k gS tks pquh gqbZ f'kdk;rksaij Nkuchu Hkh djsxh] fo'ks"kdj ,slh f'kdk;rsa ftudk fuokj.k ugha gqvk gSA
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lwfpr fd;k x;k gSA funs'kkuq lkj funs'kky; }kjk ekxha xbZ iQkbysa] e a =k k y; k sa dks N% lIrkg esa miyC/ djkuhgSA
(iii) tgk funs'kky; dks ;g larqf"V ugha gksrh fd f'kdk;r dk fuokj.k len`"V o U;k;ksfpr rjhds ls fd;k x;kgS] o gk o g m fp r l aL rq fr ;k W d j l dr h g SA bu l aL rq fr ;k sa dks ea=kky; }kjk ,d ekg esa dk;kZfUor djuk gksxkA
(iv) ;fn f'kdk;r dk fuokj.k ea=kh Lrj ij fd;k tk pqdk gS ;k ;fn dksbZ ekeyk uhfr lEcfU/r gS] rks mlsfuns'kky; ugha ysrkA og lsok lEcfU/r f'kdk;rksa dks Hkh Lohdkj ugha djrkA ysfdu ;fn f'kdk;r lsokfuo`fk ij feyus okyh xzSt;wfV vkfn ds lEcfU/r gSa rks og mUgsa dk;Zokgh ds fy, Lohdkj djrk gSAdkWUVsDV] ;k ,sls ekeysa tks dksVZ esa yfEcr gksa ;k ftu ij ^Dokth t;wfMf'k;y* fu.kZ; yfEcr gks] mUgsa Hkh funs'kky; Lohdkj ugha djrkA
v r % fu n s ' kk y ; d s o y d q N fo'ks"k izdkj ds f'kdk;rksa ds fy, gh ^,isysV* izkf/dkjh ds :i esa dk;Z djrk gSAmldh eq[; ftEesnkjh ea=kky;ksa] foHkkxksa esa LFkkfir f'kdk;r fuokj.k iz.kkyh gSA iz'kklfud lq/kj vkSj yksd f'kdk;rfoHkkx uhfr lEcfU/r ekxZfunsZ'kksa ds fy, uksMy izkf/dkjh gSA og foHkkx ea=kky;ksa esa vkarfjd f'kdk;r fuokj.k iz.kkyh dkslqn`
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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.
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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
la;qDr lfpo o mlls mPpinksa ds vf/dkfj;ksa
dh f'kdk;rksa ds fuokj.k ds fy, iz.kkyh
la 501@2@8@2004&lh-,-ohea=kheaMy lfpoky;
jk"Vifr Hkou
fnukad% 13 vxLr] 2004
fo"k;% la;qDr lfpo rFkk mlls mPp Lrj ds vf/dkfj;ksa dh f'kdk;rksa ds fuokj.k ds fy, LFkk;h lfefr dk
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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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
f'kdk;r fuokj.k ij LFkk;h lfefr dh% dk;Z iz.kkyh
(i) eq[;r% lfefr dh ftEesnkjh gksxh fd f'kdk;r fuokj.k O;oLFkk esa lq/kj ykus ds lq>ko nsaA fo'ks"k f'kdk;rksa ij
lfefr ,sls vf/dkfj;ksa ls ijLij laokn djsxh ftudh f'kdk;rksa ls O;oLFkk esa dekksjh mtkxj gksrh gksA mlds
ckn lfefr ml detksjh dks lq/kjus ds fy, lq>ko nsxhA mn~ ns'; ;g gS fd miyC/ O;oLFkk izH kk oh v kSjtokcns; gksA
(ii) lkekU;r% lfefr lIrkg esa ,d ckj viuh cSBd cqyk,xh ftlesa izkIr f'kdk;rksa ij fopkj fd;k tk,xkA
(iii) tgk rd dsUnzh; ljdkj esa la;qDr lfpo vkSj mlls mPp Lrj dk iz'u gS] lfefr lsok lacfU/r lHkh ekeyksa ij
f'kdk;rksa dks Lohdkj djsxhA tgk vko';d gks lfefr vf/dkjh dks cqykdj ijLij laokn Hkh dj ldrh gSA
(iv) jkT; ljdkjksa esa mlh Lrj ds vf/dkfj;ksa ds lEcU/ esa lfefr dsoy ,slh f'kdk;rksa dk fuokj.k djsxh ftu ij
v fU re f u. kZ ; d sU nz l jd kj d k g ksA
(v) vuq'kklfud dk;Zokgh vkSj dksVZ esa yfEcr ekeyksa ij f'kdk;rksa ij lfefr fopkj ugha djsxhA
(vi) lHkh f'kdk;rksa dks lfpo dkfeZd vkSj izf'k{k.k foHkkx ds uke ls Hkstk tk,xkA
(vii) lfpo (dkfeZd) izR;sd f'kdk;r dks igys ns[ksaxs vkSj fu.kZ; ysxsa fd lfefr ds {ks=k esa og vkrh gS ;k ughaA fiQj
H kh b l e ke ys i j v fU re f u. kZ ; lfefr dk gh gksxkA
(viii) lfefr f'kdk;r djus okys vf/dkjh ls dksbZ lh/k i=kkpkj ugha djsxh vkSj u gh mls dksbZ mkj HkstsxhA
( ix) ;g dk;Z foHkkxksa ds lkekU; dk;ksZ ds vUrxZr gksrk jgsxkA lfefr miyC/ ljdkjh fu.kZ; O;oLFkk dks izfrLFkkfirliykUV ugha djsxhA og
(d) tgk & tg k f oy Ec n s[kk ;k ik;k tkrk gS ogk fu.kZ; djds 'kh?kz djkus esa en~n djsxhA
([k) ,sls lHkh fu;e ;k vkns'k] tks ck/d cu jgs gksa ] ; k tk s f o' ks "k : i ls d" Vnk; h g ksa vkSj dksbZ mn~ns'; iwjk
u dj jgs gksa] mUgsa jn~n djk,xhA
(x) vf/dkfj;ksa dh f'kdk;rksa ds dkj.kksa esa lq/ kj d jo k, xh f tl ls H kf o" ; e sa f'kdk;r [kM+h gh u gksA
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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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fo"k; % la;qDr lfpo vkSj blds ij ds Lrj ds vf/dkfj;ksa dh f'kdk;rksa ls lacaf/r LFkk;h lfefrA
la;qDr lfpo vkSj blds ij ds Lrj ds vf/dkfj;ksa dh f'kdk;rksa dk fuokj.k djus ds fy, ,d LFkk;h lfefrdk xBu fd;k x;k FkkA bl laca/ esa Jh ch-ds- prqosZnh] iwoZ eaf=keaMy lfpo ds fnukad 22-7-2004 ds lela[;d v-'kk-i=k dk voyksdu fd;k tk,A
2- iz/kuea=kh ds vuqeksnu ls vc ;g fu.kZ; fy;k x;k gS fd dsUnzh; LVkiQ laca/h Ldhe ds varxZr lwphdj.k lslacaf/r eqn~ns] vfHk;kstu dh Lohfr gsrq izLrko vkSj jkT; ljdkjksa ds dk;Z{ks=k ds varxZr vkus okys ekeyksa lfgr
vuq'kklfud@lrdZrk dkjZokbZ;ksa ds fo: vH;kosnu f'kdk;r laca/h LFkk;h lfefr }kjk ugha fy, tk,axsA
(oh-ih- vjksM+k)voj lfpo] Hkkjr ljdkj
nwjHkk"k % 23014378
J he rh j tu h j kt nk u lfpoiz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
u bZ fn Yy h] 16 tw u] 20 0 8
la- 501@2@8@2004&lh-,-oh-eaf=keaMy lfpoky;
jk"Vifr Hkou
12
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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- uke %
2- inuke vkSj dk;kZy; dk irk %
3- dsUnzh; ljdkj %ea=kky;@foHkkx@jkT; ljdkj@la?k&'kkflr iz'kklu ftlds v/hu blle; dk;Zjr gSA
4- lsok la oxZ dk uke ftlls %os laca/ j[krs gS@ j[ kr h g S
5- orZeku xzsM %
xzsM esa izos'k dk o"kZ %
6- f'kdk;r d k L o:i %
7- vf/dkjh tks f'kdk;rksa %ls laca/ j[krs gSa
8- f'kdk;r d k l a f{kIr %fooj.k
9- vf/dkjh }kjk f'kdk;r ds %fuokj.k gsrq laidZ fd, x, lacaf/r
v f/ dk jh d k u ke , oa i nu ke
10- izkIr mkj dk fooj.k %;fn dksbZ gks
11- fo'ks"k fcanq ftldk fuokj.k %v f/ dk jh p kg rk g S
12- D;k os bl ekeys ij fdlh U;k;ky; %v Fk ok v f/ dj .k e sa x, gSa@ xb Z g Sa \
H k k jr l jd k j e s a l a ;q D r l f po v k Sj mlls ij ds Lrj ds vf/dkfj;ksa ds lsok laca/h ekeyksa lslacaf/r f'kdk;rksa ds lanHkZ esa LFkk;h lfefr dks vH;kosnu nsus gsrq izi=k
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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 :