News : Delhi Government Streamlines Grievance Redress, Sets Deadlines
New Delhi, India, March 3, 2015 -- To fast-track the huge number of complaints received at chief minister Arvind Kejriwal's Janta Durbar and by his office, the Delhi government has decided to streamline the public grievance management system (PGMS).
The chief minister's office has issued orders to all departments, DDA, DJB and corporations setting out clear timelines for resolution of grievances. Citizens will get SMS alerts on the status of their complaint and also asked for feedback.
Kejriwal started a tri-weekly Janta Durbar at his residence on February 18. Many grievances were received and the CMO has directed these be resolved as priority. The PGMS has been modified to ensure time-bound grievance resolution and monitoring of results.
The PGMS also has provisions to receive online complaints. Complaints received verbally at public meetings by the CM are to be uploaded in the system. All grievances will be forwarded to heads of departments by the PGMS cell. All pending grievances with departments must also be disposed of expeditiously.
Complaints which pertain to corruption will be forwarded to the vigilance department and anti-corruption branch. The rest of the petitions will be categorized into five categories—grievances, suggestions, requests, service matters and those belonging to other state governments.
The grievances have to be resolved within a set timeframe. A maximum period of 30 days has been set up for resolving grievances. Grievances of an urgent nature will be categorized as SOS and assigned a shorter deadline of 2-3 days.
The CMO is learnt to have made it clear that redress of grievances by the department must be of "high quality" as adequate care will be taken by the PGMS cell to forward only those grievances which can be resolved by respective departments.
In case of complaints that need to be handled by multiple departments, the department which needs to take action first will do its job and forward the case to the next department. Grievances resolved unsatisfactorily will be reopened.
If a grievance cannot be resolved, the reasons should be uploaded in the system along with relevant documents. "Citizens' feedback on grievance resolution and satisfaction level in dealing with the state machinery will be obtained through call centre services," a source said. The call centre will be responsible for forwarding information on any delay in resolution of grievances to the departmental head concerned.
Posted by Veronica Silva Cusi, news correspondent
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The Government of Delhi is the supreme governing authority of the Indian national capital territory of Delhi and its 9 districts. It consists of an executive, led by the Lieutenant Governor of Delhi, a judiciary and a legislative. The present Legislative Assembly of Delhi is unicameral, consisting of 70 Members of the Legislative Assembly (MLA).
Published: Wednesday, March 4, 2015