Lok Sabha Question No. 4120 (UNSTARRED), answered on 2015-12-23
Subject: Redressal of Public Grievances
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: GAJANAN CHANDRAKANT KIRTIKAR, SUDHEER GUPTA, T. RADHAKRISHNAN

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

## LOK SABHA UNSTARRED QUESTION NO. 4120

(TO BE ANSWERED ON 23.12.2015)

## REDRESSAL OF PUBLIC GRIEVANCES

4120. SHRI GAJANAN KIRTIKAR: SHRI SUDHEER GUPTA: SHRI T. RADHAKRISHNAN:

Will the PRIME MINISTER be pleased to state:

- (a) the number of cases of public grievances received by his Ministry during the last three years and the current year till date, year-wise;
- (b) the number  of  cases  out  of  the  said  cases  referred  to  Ministries/Departments concerned for redressal along with the prescribed time limit for providing information regarding the action taken including the action taken against the defaulting officers ;
- (c) whether a large number of grievances are still pending and if so, the details thereof and the reasons therefor; and
- (d) the  steps  taken  or  proposed  to  be  taken  by  the  Government  to  make  grievance redressal mechanism more effective?

## 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) to (c):   The number of grievances  received by  Department of Administrative Reforms and Public Grievances  in  the Ministry of Personnel, Public Grievances and Pensions, and forwarded to various Ministries/Departments/State Governments/Union Territories during the last three years, and the current year till 14.12.2015,   is as under :-

| Year-wise Details of grievances received by DARPG and forwarded to various Ministry/Department/States &UTs as on 14/12/2015. Year wise receipts and disposal for grievances received in DARPG   | Year-wise Details of grievances received by DARPG and forwarded to various Ministry/Department/States &UTs as on 14/12/2015. Year wise receipts and disposal for grievances received in DARPG   | Year-wise Details of grievances received by DARPG and forwarded to various Ministry/Department/States &UTs as on 14/12/2015. Year wise receipts and disposal for grievances received in DARPG   |
|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| Year                                                                                                                                                                                            | Receipts                                                                                                                                                                                        | Disposals                                                                                                                                                                                       |
| 2012                                                                                                                                                                                            | 8673                                                                                                                                                                                            | 7071                                                                                                                                                                                            |
| 2013                                                                                                                                                                                            | 13183                                                                                                                                                                                           | 12625                                                                                                                                                                                           |
| 2014                                                                                                                                                                                            | 17943                                                                                                                                                                                           | 16490                                                                                                                                                                                           |
| 2015                                                                                                                                                                                            | 23407                                                                                                                                                                                           | 21045                                                                                                                                                                                           |
| Total                                                                                                                                                                                           | 63206                                                                                                                                                                                           | 57231                                                                                                                                                                                           |

Out of the total receipts as on 14/12/2015, there are 37127 cases pending with various Ministries / Departments / Organizations.

The Department of Administrative Reforms and Public Grievances is the nodal agency on all the grievance related issues. The grievances received from the public as well as employees are forwarded to the Ministry / Department / organization concerned to which the area of work for that  grievance  has  been  allocated  as  per  'Allocation  of  Business  Rules,  1961'.    Redressal  of grievances is done by respective Ministries / Departments and State Governments to whom they pertain, in a decentralized manner. Directions have been issued to all Ministries/Departments/Organizations  to  redress  grievances  of  the  citizens  within  a  maximum period  of  two  months  from  the  receipt,  and  in  case  finalization  of  a  decision  on  a  particular grievance is anticipated to take longer than two months, an interim reply with reasons for delay is to  be  provided.  Under  the federal principle of  governance,  grievances  relating  to  State Governments are forwarded to them for appropriate action.

(d):   It is constant endeavor of Government to improve the online Centralized Public Grievance Redress and Monitoring System (CPGRAMS). The initiatives taken in this direction are as under:

- (i) The  online  CPGRAMS  has  also  been  introduced  in  the  Public  Wing  of  Prime Minister's Office (PMO) through implementation of PMO pg portal.
- (ii) The  process  of  lodging  grievances  have  been  simplified  through  clear  menu options and drop down choices.
- (iii) The pg portal has been integrated with the pensioner's portal
- (iv) Grievances  are  now  also  being  monitored  by  the  Hon'ble  Prime  Minister himself through the online Pro Active Governance and Timely Implementation  (PRAGATI),  wherein  grievances  identified for systemic changes  are discussed  through Video  Conferencing  with  the  concerned Secretaries.
- (v) A Mobile App has been launched on 21.10.2015, which can be downloaded through scanning of QR Code from the pg portal on to a smart phone from which the grievance can be lodged.
- (vi)        For  grass  root  access,  the  CSC(Common  Service  Centre)  portal  has  been integrated successfully in CPGRAMS.

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