Lok Sabha Question No. 1567 (UNSTARRED), answered on 2018-12-19
Subject: Redressal of Public Grievances
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: NISHIKANT  DUBEY, RAVINDRA KUMAR PANDEY

## GOVERNMENT OF INDIA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS

## (DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES)

## LOK SABHA UNSTARRED QUESTION NO. 1567

(TO BE ANSWERED ON 19.12.2018)

## REDRESSAL OF PUBLIC GRIEVANCES

## 1567. SHRI NISHIKANT DUBEY: SHRI RAVINDRA KUMAR PANDEY:

Will the PRIME MINISTER be pleased to state:

- (a) whether  a  large  number  of  public  grievances  are  pending  for  redressal  with  the Government and if so, the details thereof;
- (b) whether  the  Government  proposes  to  implement  any  effective  grievance  redressal mechanism for quick disposal of public grievances in the country; and
- (c) if so, the details thereof ?

## 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):   No, Madam. As per the data available on the online Centralized Public Grievance Redress and Monitoring System (CPGRAMS), the year-wise number of grievances received and disposed off  during  the  period  from  1.1.2014  to  13.12.2018  in  respect  of  Ministries/Departments  of Government of India is as under:

| Year                   |   Received |   Disposed |
|------------------------|------------|------------|
| 2014                   |     270413 |     263562 |
| 2015                   |     879230 |     769633 |
| 2016                   |    1194931 |    1187111 |
| 2017                   |    1417891 |    1493567 |
| 2018 (Till 13.12.2018) |    1065727 |    1074784 |

There  has  been  about  fivefold  increase  in  the  number  of  grievances  received  in CPGRAMS from 2014 to 2017.  The rate of disposal has also kept pace with the number of grievances  received  during  the  period.    High  rate  of  disposal  has  been  achieved  since  the Government  has  taken  every  possible  step  to  put  in  place  a  strong  Grievance  Redress Mechanism.

(b)  & (c):     Government has taken several steps to make the Grievance Redressal Mechanism effective for quick disposal of public grievances which are as under:

- (i) Review of Grievances of identified Ministry/Department is  undertaken  every  month during meetings conducted on PRAGATI(Pro-Active Governance and Timely Implementation) platform .
- (ii) For effective monitoring of grievances at Secretary level, an electronic Dashboard has been created showing the consolidated status of grievances disposed and pending, on CPGRAMS.  Weekly  reminders  through  SMS  are  also  being  sent  for  pending grievances.
- (iii) A  Grievance  Analysis  Study  in  respect  of    top  20  grievance  receiving  Ministries/ Departments/  Organizations  listed  on  CPGRAMS  for  identifying  grievance  prone areas,  their  root  cause  analysis  and  suggested  systemic  reforms  for  reducing  such grievances, has been carried out by Department of Administrative Reforms and Public Grievances.  Several  suggested  systemic  reforms  have  been  implemented  by  the concerned Ministries/Departments.  Some of these reforms are: automatic refunds on cancellation  of  Railway  Tickets,  Single  Window  Pension  through  disbursing  Banks, intensive  mechanized  cleaning  of  coaches,  e-verification  of  Income  Tax  Returns, expeditious Income Tax Returns upto Rs.50,000/-,  etc.
- (iv) In  continuation  of  the  Grievance  Analysis  Study  in  respect  of  top  20  Ministries/ Departments  receiving  maximum  grievances  on  CPGRAMS,  another  Grievance Analysis Study for next 20 Ministries/ Departments receiving bulk of the grievances has  also  been  carried  out  by  Department  of  Administrative  Reforms  and  Public Grievances.
- (v) A Public Grievances Call Centre has been set up for reminding the concerned officials of top 40 Ministries/Departments/Organizations for expeditious disposal of grievances pending for more than 2 months.
- (vi) An Award Scheme has been launched for recognising outstanding performance with respect to disposal of grievances on CPGRAMS on a quarterly basis through issue of Certificate of Appreciation.
- (vii)  Review meetings are being taken on regular basis with the representatives of Central Ministries/ Departments for monitoring pendency of public grievances.
- (viii) Training on CPGRAMS is conducted on regular basis.
- (ix) A new Mobile App which is more user-friendly for lodging of public grievances has been developed.  The Grievance Action Status can also be viewed on the mobile itself. This has been integrated with Unified Mobile Application for New-age Governance (UMANG).  This initiative also facilitates lodging of grievance anywhere anytime.

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