(Sample Material) IIPA Book : Public Grievance Redress and Monitoring System in Government of India
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answer ,here I am with Gist of an IIPA book (Indian Institute of Public
Administration, New Delhi) - 'Public Grievance Redress and Monitoring System in
Government of India'. It is very common topic in all Mains examination and for
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(IIPA view point).
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(Gist of Book) Public Grievance Redress and Monitoring System in Government of India
By Indian Institute of Public Administration(IIPA), New Delhi
Department of Administrative Reforms and Public Grievances
Government of India
The state of public grievances serves as a barometer to gauge
the efficiency and effectiveness of the administrative processes and polices.
Persistence of public grievances in any administrative system speaks of a wary
state of administration. The absence of any record of public grievances can,
however, indicate a worse scenario. For, grievances may remain unacknowledged
despite being of a serious nature; these may finally assume unmanageable
proportions and expose the system to a legitimacy crisis. Both timely
ventilation and redress of grievances are therefore a serious concern of any
citizen friendly administration. At the apex level, there are primarily two
designated nodal agencies in the Central Government for handling grievances:
(i) the Department of Administrative Reforms and Public Grievances, Ministry
of Personnel, Public Grievances and Pensions, and
(ii) the Directorate of Public Grievances, Cabinet Secretariat. A Standing
Committee of Secretaries for Grievance Redressal, headed by the Cabinet
Secretary, conducts review of grievance redressal mechanism of different
Ministries/Departments of Government of India.
The Department of Administrative Reforms and Public
Grievances (DARPG) has undertaken initiatives in the fields of administrative
reforms and public grievances in the Government, aimed at the delivery of
citizen-centric administration and quality public services in order to improve
The main responsibility of the DARPG is to lay down broad
policy guidelines for the institutionalization of grievance redress system in
the Ministries/ Departments/ Organization. The Department is not engaged in
substantive redress of grievances, which may arise from various agencies of the
government across the country. Since most grievances arise at field level, their
actual redress is expected to come from the agencies functioning at the local
The Directorate of Public Grievances was set up in the
Cabinet Secretariat in 1988 based on the review of the public grievances redress
machinery in Government of India carried out in 1987. Envisaged as an appellate
body investigating grievances selectively with regard to complaints where the
complainant had failed to get redress at the hands of the internal machinery and
the hierarchical authorities, initially the Directorate looked into individual
complaints pertaining to four Central Government Departments which were found to
be relatively more prone to public complaints. Subsequently, other Departments
having larger public interface were added to its purview.
As per DARPG guidelines, all Ministries and Departments are
required to put in place an internal machinery to address the grievances
pertaining to their activities and designate a Director of Grievances in every
office, including in autonomous bodies and public sector undertakings. For staff
grievances, the guidelines provide for the setting up of a Staff Grievance
Redress Machinery and designation of a Staff Grievance Officer.
In order to further the effectiveness of the machinery for
redress of public grievances, the guidelines stipulate that the Ministries
/Departments should display the name designation, room number, telephone number
etc. of Director of Grievances at the reception and other convenient places,
place locked complaint box at reception and observe a weekly meetingless day in
the Central Secretariat Offices when all the officers above a specified level
should be available at their desks to receive and hear public grievances.
The Ministries /Departments are further required to publicise the grievance
redress mechanism through the Citizen’s Charters, broadcast of audio-visual
capsules, sports and websites, etc.
To streamline the process of grievance redress, the
guidelines suggest that the Ministries /Departments should fix the timeframe for
disposal of work relating to public grievances and staff grievances and strictly
adhere to that, acknowledge each grievance petition within three days of
receipt, indicating the name, designation and telephone number of the official
who is processing the case. The timeframe within which a reply will be sent
should also be indicated and a reasoned and speaking reply for every grievance
rejected should be issued.
Another significant guideline to ensure the sensitivity of
government towards the public concerns relates to the Ministries/ Departments
picking up grievances appearing in newspaper columns, which pertain to their
jurisdiction, and take remedial action on them in a time-bound manner. Issuing
rejoinders to newspapers after investigation in cases which were found to be
baseless and/ or damaging to the image of the organisation was also considered
important to build public trust.
Specific instructions were issued by the DARPG in September 2005 regarding
the role of Director of Grievances in strengthening of PGR machinery. These
instructions, inter-alia, stipulated that:
- Each Ministry/ Department/ Public Sector Undertaking/ Autonomous
Organisation may designate a full time Grievance Officer, known as the
Director of Grievances. The Officer may be of the rank of joint Secretary to
Government of India who by virtue of his experience and jurisdiction can
take decisions more objectively.
- The Director of Grievances will be actively involved in the process of
dealing with grievances. Each Ministry/Department/PSU/Autonomous
Organisation may formulate a job-chart for the Director of Grievances.
The Director of Grievances will be vested with powers to
call for files/papers connected with grievances pending for more than three
months in the Ministry/Department and to take a decision thereon with the
approval of the Secretary of the Ministry/Department. He may also
communicate the final decision to the aggrieved party.
The Director of Grievance shall report directly to the
Secretary/Head of the Organisation. His relationship with the
line-functionaries may be clearly defined. The procedures necessary for his
effective performance may also be clearly indicated.
- The name and designation of the Director of Grievances should be
separately incorporated in the list of officers appearing in the local
Courtesy: Indian Institute of Public Administration, New Delhi
And Department of Administrative Reforms and Public Grievances Government of