NEW DELHI: Complaints are pouring at banking and telecommunication services as more and more people have joined the banking services and started using mobile phones. Banking division of the Department of Financial Services tops the list the central ministries or departments that received maximum number of grievances from common people. The Department of Telecommunication is at number 2 position.
Over 16 lakh public grievances have been received on issues related to various ministries and government departments in 2017.
A Grievance Analysis Study by the Quality Council of India surveyed top 20 ministries and departments for identifying grievance prone areas, their root cause analysis and to suggest systemic reforms for reducing such grievances.
The report said as banking is an essential component of the country’s economy , “it is imperative that this sector would be receiving large number of grievances.”
In the detailed grievance analysis study for Department of Telecommunication, 40% of sampled grievances related to landline and broadband, followed by poor quality of grievance redressal, issues in respect of mobile services and fault with bills which accounted for 31%, 19% and 5% respectively.
Railways comes at third position in the list of maximum number of grievances as it received over 29,000 complaints. Since millions of passengers are dependent on Indian Railways every single day, grievances are inevitable reality of the system.
The Central Board of Direct Taxes has received over 24,000 complaints. An official of the Department of Administrative Reforms and Public Grievances said for the top 20 Ministries and Departments, many reforms were suggested and subsequently implemented. “The reforms were implemented by the ministries/departments so that grievances issues could be reduced.”
A Public Grievances Call Centre has been set up for reminding the officials of ministries and departments concerned for expeditious disposal of grievances pending for more than two months. in this regard.
