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Cadre Restructuring Committee Meeting is Scheduled to be convened on28/4/2014 at 1100 AM
FREQUENTLY ASKED QUESTIONS ON GRIEVANCE
REDRESS MECHANISM IN
GOVERNMENT OF INDIA AND THE ROLE OF
DEPARTMENT OF ADMINISTRATIV
REFORMS AND PUBLIC GRIEVANCES, NEW
DELHI, THEREIN
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Sl. No.
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Question
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Response
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1.
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What
is the postal address of theDepartment of Administrative Reforms and Public
Grievances?
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Department of
Administrative Reforms and Public Grievances, 5th floor, Sardar Patel Bhavan, Sansad Marg, New
Delhi – 110001.
Website:
www.darpg.gov.in
Tele fax – 23741006
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2.
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What is the
organization structure of
grievance redress
in Government of
India?
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The organization
structure comprises of the following nodal agencies for receiving grievances
from the citizens:
a)
The Department of Administrative Reforms and Public Grievances. (DAR&PG) (http://pgportal.gov.in)
b) The Public Wing
in Rashtrapati Bhawan
Secretariat.
(http://helpline.rb.nic.in)
c) The Public Wing
in the Prime Minister’s
Office.
d) The Directorate
of Public Grievances in
CabinetSecretariat.(DPG)
(http://dpg.gov.in)
e) The Department
of Pensions and Pensioners’ Welfare.(DP&PW)
(http://pgportal.gov.in/pension/)
All the above nodal
agencies receive grievances online through http://pgportal.gov.in as well as
by post or by hand in person, from the public.
The grievances received online in the Public
Wing of Rashtrapati Bhawan, the Prime Minister’s Office and the DP&PW,
also get converged in the
(For details please
refer to Chapter 1 of the bilingual ‘Compilation of Guidelines for Redress of
Public Grievances, August 2010’, accessible on Public Grievance portal as
above and under ‘Rules and
Manuals’ on
www.darpg.gov.in)
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3.
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What is the mandate
of the DAR&PG with regard to grievances?
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As per ‘Allocation
of Business Rules 1961’, the following work on grievances is allocated to DAR&PG:-
1. Policy,
coordination and monitoring of issues relating to –
(a) Redress of
public grievances in general; and
(b) Grievances
pertaining to Central
Government agencies
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4.
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What are the
requirements for sending
of grievances by
post?
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In cases where
internet facility is not available or even otherwise, the citizen is free to
send his grievance by Post. For this, no form is prescribed.
The grievance may be written on any plain
sheet of paper or on a Postcard / Inland letter and addressed to the
Department.
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5.
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After redress, can
the grievance be reopened for further correspondence about it having been
closed without details etc.?
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No. In such
situations, the citizen will have to lodge a fresh grievance drawing reference
to the closed grievance, and call for details.
Sometimes, the details are sent by post and mentioned
in the final report. The postal delivery may be awaited before lodging a
fresh grievance.
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6.
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What is the common
framework for grievance redress in all Central Ministries / Departments/
Organizations?
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Framework for
redress of grievances in all Central Ministries / Departments /
Organizations:
Every Central Ministry / Department has
designated a Joint Secretary or a Director / Deputy Secretary, as its ‘Director
of Grievances’. He / She is the nodal officer
for redress of
grievances on work areas allocated to that particular Ministry / Department.
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7.
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What are the
contact details of the Nodal Officers of Public Grievances in Ministries/ Department?
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This list is
accessible through- out the year on the Department’s website at
www.darpg.nic.in and at www.pgportal.gov.in
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8.
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When was pg portal
started?
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Centralized Public
Grievance Redress and Monitoring System (CPGRAMS) is operational since
1/6/2007.
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9.
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What is the purpose
and objectives of pgportal?
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Pgportal is an
online system for facilitating citizen for lodging of grievances from
anywhere, anytime 24x7. The system enables Ministries/Departments close
monitoring of the
grievances received for expeditious disposal and upload Action Taken Report.
The citizens can view the status of action taken. There is also a
feedback mechanism
for satisfaction rating by the complainant of the action taken which may lead
to further improvements.
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10.
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What type of Public
Grievances are heard by the Department?
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The grievances from
public as well as from officers and staff received by the Department. These grievances
may relate to deficiency in delivery of goods and/ or services by any
Government organization, including service and personnel matters.
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10A
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What is the system
of granting
personal hearing on
grievances.
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Forenoon of every
Wednesday of the week has been earmarked for receiving and hearing of
grievances by the Director of Public Grievances in person.
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11.
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What are the type
of grievances which are not taken up for redress by the department?
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(a). Subjudice
cases or any matter concerning judgment given by any court.
(b). Personal and family disputes.
(c). RTI matters.
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12.
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What is the role of
Department of Administrative Reforms and Public Grievances (DARPG) with
reference to the grievances concerning Central Ministries/ Departments/ Organizations?
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The Department of
Administrative Reforms & Public Grievances is the chief policy making, monitoring
and coordinating Department for public grievances arising
from the work of
Ministries/Departments/Organizations
of the Government
of India. The grievances received in the department are forwarded to the Ministries/Departments
concerned. Redressal of grievances is done by respective Ministries/Departments
in a decentralized manner. The Department periodically reviews the status of
redressal of public grievances under CPGRAMS of Ministries/Departments for
speedy disposal of grievances / complaints.
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`13.
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What is the role of
Department of Administrative Reforms and Public Grievances (DARPG) with
reference to the grievances concerning State Government?
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All grievances
relating to State Governments / Union Territory Administrations and
Government of NCT
Region of Delhi,
are to be redressed by the State/ UT/ NCT Government concerned.
Citizens are
advised to take up matter regarding pendency of their grievances directly
with the State Government concerned. In view of federal principle of
governance
enshrined in the Constitution of India no monitoring is done by the DARPG.
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14.
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What procedures are
used by DARPG to inform the aggrieved citizen?
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On successful
lodging of a grievance an
acknowledgment is
auto generated on the online system. A grievance received by post is
acknowledged within three days of the receipt. A grievance received by hand
is acknowledged at the same time.
After careful
scrutiny, the grievances received in the Department of Administrative Reforms
and Public Grievances are forwarded to the Ministries/ Departments/ Organizations/
State Governments/ UTs concerned for appropriate action. The complainant is also
informed about the name and address of the officer and the organization to
whom the complaint has been forwarded for action.
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15.
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What is the time
limit for redress of grievance?
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60 days as per
Guidelines. In case of delay an interim reply with reasons for delay is
required to be given. However, this time limit is not mandatory as the
grievance redress
mechanism is voluntary in nature.
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16.
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What action can be
taken by the citizen in case of non-redress of his grievance within the
prescribed time?
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He may take up the
matter with the Director of Public Grievances of the Ministry/Department
concerned whose details are available on the pgportal.
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17.
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In case of
non-redress of a grievance within the stipulated time of 60 days, what action
can be taken against the officer concerned?
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No penal provisions
have been prescribed in the Guidelines relating to redress of public
grievances. However, in case of any dereliction of duty it is the responsibility
of the Ministry/Department concerned, to
take disciplinary
action against the erring official.
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