NEW DELHI: The Department of Administrative Reforms and Public Grievances (DARPG), the nodal agency under the Prime Minister’s Office for redressal of public grievances, is conducting brainstorming sessions with all ministries to ensure that complaints are resolved in time-bound manner. According to sources, the DARPG is likely to give babus a month’s deadline to dispose of complaints. If the deadline is missed, the officer handling the file would be penalised. The penalty may go up to `25,000, sources added.
The proposed guidelines, seen as a big step in ensuring citizen-friendly services, include the operative clause of Citizen’s Charter and Grievance Redressal Bill 2011 which could not clear the Parliament hurdle and lapsed when the 15th Lok Sabha was dissolved. The bill guaranteed to every citizen the right to time-bound redressal of grievances. If complaints persist, he/she would be entitled to compensation, which will be recovered from the salary of the erring officer. The government will also independently audit the performance of the officials.
The move came after Prime Minister Narendra Modi outlined his agenda in the first meeting of PMO. Modi had told officials that the government needs to resolve people’s grievances on a fast-track basis using modern technology. “The focus is on e-governance. The complaints received and disposed of will be updated regularly. Moreover, officials from the Cabinet Secretariat will individually assess the performance of the respective departments and an annual report will be prepared,” sources said. The DARPG will also engage with State governments.
Currently, details of grievances related to 107 departments are available on Centralised Public Grievance Redress and Monitoring System. Some of these complaints are pending for over a year.