Lok Sabha Question No. 4237 (UNSTARRED), answered on 2018-03-21
Subject: Disposal of Complaints
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: DILIP KUMAR MANSUKHLAL GANDHI, SANTOSH AHLAWAT

## GOVERNMENT OF INDIA

## MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 4237

(TO BE ANSWERED ON 21.03.2018)

## DISPOSAL OF COMPLAINTS

## †4237. SHRI DILIPKUMAR MANSUKHLAL GANDHI: SHRIMATI SANTOSH AHLAWAT:

Will the PRIME MINISTER be pleased to state:

- (a) whether the two Ministries received 40 per cent out of total complaints during the last three years;
- (b) if so, the name of the Ministries which has received highest number of complaints along with the number of complaints received and the number of complaints disposed of in a time-bound manner Ministry and year-wise;
- (c) whether the Ministries and the Departments take significant time in referring back those complaints which are not related to their departments;
- (d) if so, whether the Government proposes to issue directions to refer back these complaints within a stipulated timeframe and if so, the details thereof;
- (e) whether disposal  of  complaints  at  ground  level  is  different  from  what  is  shown  in  the portal; and
- (f) if  so,  the  steps  taken  by  the  Government  to  review  mechanism  for  disposal  of complaints?

## ANSWER

## MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS AND MINISTER OF STATE IN THE PRIME MINISTER'S OFFICE (DR. JITENDRA SINGH)

- (a) &  (b):          No,  Madam.  The  top  two  Ministries/Departments  which  received  maximum number of complaints in the last three years and the number of complaints received and disposed of are given in the Annexure.
- (c) & (d):    Centralized Public Grievance Redress and Monitoring System(CPGRAMS) has no such provision for making assessment whether Ministries/Departments take significant time in referring back the complaints not related to their departments.
- (e) &  (f):      Disposal  of  grievances  is  done  by  the  respective  Ministry/Department  as  per Allocation of Business Rules, 1961, which is then reflected on the CPGRAMS portal against the corresponding  registration  number  of  the  grievance.    Regular  review  meetings  are  held  to monitor  both  disposed  and  pending  grievances  in  the  respective  Departments  and  also  in Department of Administrative Reforms and Public Grievances.

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## Annexure

## Year-wise statement of Receipts and Disposal of Complaints

| Name of the Ministry/Department   |   Year |   Complaints Received |   Complaints Disposed of | Percentage of total complaints received   |
|-----------------------------------|--------|-----------------------|--------------------------|-------------------------------------------|
| Department of Financial (Banking  |   2015 |                 53776 |                    48678 | 8.33%                                     |
| Services Division)                |   2016 |                 88850 |                    73535 | 12.56%                                    |
| Services Division)                |   2017 |                106299 |                   121075 | 12.76%                                    |
| Department of                     |   2015 |                 63929 |                    59282 | 9.90%                                     |
| Telecommunications                |   2016 |                 67551 |                    68448 | 9.55%                                     |
| Telecommunications                |   2017 |                 77463 |                    78083 | 9.30%                                     |