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Grievance redressal timeline reduced from 45 days to 30 days

Newdelhi:31/7/22:The timeline limit for redressal of public grievances has been reduced from 45 days to 30 days. Stating this here today, Union Minister of State (Independent Charge) Science & Technology; Minister of State (Independent Charge) Earth Sciences; MoS PMO, Personnel, Public Grievances, Pensions, Atomic Energy and Space, Dr. Jitendra Singh said, this decision is in keeping with Prime Minister Narendra Modi’s emphasis on effective implementation of public grievance redressal mechanism with disposal of grievance within minimum possible time, but with maximum possible satisfaction of the complainant.

The Minister said, an OM issued by Department of Administrative Reforms and Public Grievance (DARPG) also states that a complaint received from a citizen will not be closed until an appeal filed against it is disposed of. Last year, the DARPG reduced the maximum time limit to 45 days from 60 days to resolve public grievances.

Dr. Jitendra Singh reiterated that under the leadership of Prime Minister Narendra Modi, every attempt is being made to implement an effective Public Grievance Redressal System in India and bring about administrative reforms at par with global standards to promote satisfaction amongst the people. The Minister also pointed out that in various monthly “Pragati” (Pro-Active Governance and Timely Implementation) review meetings, the Prime Minister himself reviews the status of public grievances.

Dr Jitendra Singh said, the twin factors of people’s satisfaction and time redressal of grievances has led to about a 10-fold increase in public grievance cases since this Government came to power in 2014 and this also reflects the trust citizens have shown in the Government. The public grievances have increased from 2 lakh in 2014 to more than 22 lakhs at present with more than 95 perent disposal of cases. The main Mantra of the Modi Government is to reach out to the last man in the last queue with all the benefits of the welfare schemes, he said.

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In its latest order, the DARPG has asked all departments to appoint nodal grievance resolution officers and to empower them adequately to resolve public complaints. They may appoint as many GROs as deemed necessary based on the number of public grievances received under the overall supervision of the nodal grievance resolution officer. After the closure of a grievance, citizens have the option to submit their feedback and file an appeal and to obtain feedback on the quality of grievance disposed of, an outbound call centre has been started, the order said. All citizens will be contacted by the call centre to obtain feedback.

The order states that citizens will be provided the option to file an appeal if they are not satisfied with the grievance disposed of and the feedback received from citizens by the call centre will be shared with ministries or departments who would be responsible to deal with the feedback and to make systemic improvements.

To institutionalise the mechanism of grievance resolution, and to ensure quality disposal, the secretary of the ministry/department may review the disposal process in senior officers’ meetings, the DARPG said. Apart from this, Ministries/departments may also monitor complaints which may be raised in print, electronic and social media.

 

About Editor in chief

Ashok Palit has completed his graduation from Upendranath College Soro, Balasore and post graduation from Utkal University in Odia Language and literture.. He has also carved out a niche for himself as a scribe of eminence after joining the profession in 1988. He is also an independent media production professional. He brings loads of experience to Advanced Media, Ashok Palit as a cineaste has been active in film criticism for over three decades. As a film society activist, he soared to eminence for his profound commitment to the art film appreciation and aesthetics of cinema. His mode of discourse is often erudite but always lucid and comprehensible marked by a perfect acumen so rare in the field. A film aesthete with an immense fond of critical sensibilities, he wrote about growth and development of odia cinema in New Indian Express, The Times of India, The Hindustan Times, The Asian Age and Screen. He has been working as an Editor for Cine Samaya from 2002-2004.. He had made solid contribution on cinema in many odia Dailies and weekly such as Samaj, Prajatantra, Dharatri, Samaya, Satabadi, and weekly Samaya.
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