Lok Sabha Question No. 2491 (UNSTARRED), answered on 2016-11-30
Subject: Special Law for Disposal of Public Grievances
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: RAMSINH PATALYABHAI RATHWA

## GOVERNMENT OF INDIA

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

## LOK SABHA UNSTARRED QUESTION NO. 2491

(TO BE ANSWERED ON 30.11.2016)

## SPECIAL LAW FOR DISPOSAL OF PUBLIC GRIEVANCES

## 2491. SHRI RAMSINH RATHWA:

Will the PRIME MINISTER be pleased to state:

- (a) whether it is a fact that there is no special act or law at the Centre to dispose off public grievances;
- (b) if so, the details of various mechanisms at the Centre through which public grievances are presently dealt with;
- (c) the minimum time limit set to dispose off public grievances;
- (d) the details of action that can be taken against erring employees or officers if grievance is not disposed off in the prescribed time limit; and
- (e) the  resource  available  to  the  citizen  if  there  is  inadequate  reply  and  disposal  of grievance by the Central Ministry?

## 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) : There is no special Act or law at present for dealing with public grievances relating to the various services offered by the Central Government.  However, there do exist  laws like the Consumer Protection Act, 1986 for dealing with consumer related complaints.
- (b) : Grievances  can  be  lodged  by  citizens  by  post,  in  person  and  through  internet.  For quick and comprehensive redress of grievances the Government has established an internet based Centralised Public Grievance Redress and Monitoring System (CPGRAMS) in June, 2007, to facilitate citizens to lodge their grievances from anywhere, anytime for redress.  The System enables Ministries/Departments to take appropriate action and upload the action taken reports  on  the  system.    The  citizens  can  view  online  the  status  of  action  taken  on  their grievances.  The system has provisions for generating various reports for monitoring of the grievances.  CPGRAMS has feedback mechanism for rating of the satisfaction level, by the complainant, after redress. The President Secretariat, Prime Minister's Office and Directorate of Public Grievances also have their online systems, for lodging of public grievances, which are integrated with CPGRAMS.

(c) : As per the guidelines issued by the Department of Administrative Reforms and Public Grievances, a grievance  is required to be disposed off within a period of 2  months  by the concerned  Ministry/Department/Organization  to  which  it  pertains  and  in  case  it  is  not possible, an interim reply with reasons for delay is required to be provided.

(d) : When an official  is allocated the work of redress of grievances, it is part of his/her duty, and action; if required can be taken against the erring officials for dereliction of duties as per the relevant Service Rules.

(e) : As  per  the  guidelines  issued,  each  Ministry/Department  is  required  to  nominate  a Director  of  Public  Grievances  for  ensuring  proper  action  on  public  grievances.    Every Wednesday of the week has been earmarked for receiving and hearing of grievance petitions in person by the Director of Public Grievances in each Central Ministry/Department.  In case of inadequate reply and disposal of grievance by a Central Ministry, the citizen can approach the concerned Director of Public Grievances for resolution.

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