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yksd f'kdk;r fuokj.

k laca/h
fn'kk&funsZ'kksa dk ladyu
Compilation of Guidelines for
Redress of Public Grievances

iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx


dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
Hkkjr ljdkj
2010
Department of Administrative Reforms & Public Grievances
Ministry of Personnel, Public Grievances & Pensions
Government of India
2010
Hkkjr ljdkj esa
yksd f'kdk;rksa rFkk deZpkjh f'kdk;rksa
ds fuokj.k laca/h rFkk
ukxfjd ifji=k vkSj lwpuk lqfo/k iVy
fn'kk&funsZ'kksa dk ladyu
Compilation of Guidelines for
Redress of Public Grievances including
Employee Grievances, Citizen's Charters
and Information Facilitation Counters in
Government of India

Hkkjr ljdkj
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110 001
2010
Government of India
Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances & Pensions
Sardar Patel Bhawan, Sansad Marg
New Delhi-110 001
2010
vkeq[k
FOREWORD
vkeq[k
Hkkjr ljdkj ds le{k ,d cM+h pqukSrh ;g gS fd lsok lqiqnZxh O;oLFkk dks vkSj vf/d ukxfjd&dsUnzhd dSls
cuk;k tk,A blds fy, ,d ewy vko';drk gS fd yksd f'kdk;r fuokj.k vkSj ekWuhVfjax iz.kkyh lqn`<+ vkSj izHkkoh gks]
fo'ks"kdj mu ljdkjh ea=kky;ksa esa tgk¡ tu&lEidZ vR;f/d gksrk gSA Hkkjr ljdkj esa bl vko';drk dks twu 2007 ls
lqn`<+ fd;k x;k gS tc ,d u;k lkWÝVos;j ^^dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj ekWuhVfjax iz.kkyh**
(lhihthvkj,,e,l) ds uke ls lHkh ea=kky;ksa vkSj foHkkxksa esa dk;kZfUor fd;k x;kA

2- dsUnzh; ljdkj esa izpqj ek=kk esa dk;Zokgh lkafof/d dk;ksZa ij gksrh gS tSls fd ikliksVZ tkjh djuk] VSDl tek
djuk] jsyos lsok bR;kfnA ;s dk;Z LokHkkfod :i ls f'kdk;rksa dh fLFkfr mRiUu djrs gSa D;ksafd buesa tu lEidZ dk va'k
vf/d gksrk gSA ,sls ea=kky; tks lekftd {ks=k ds fodkl dk dk;Z djrs gS] tSls fd f'k{kk] LokLFk;] vYila[;dksa dk
dY;k.k] tutkfr dk;Z] efgyk vkSj cky fodkl bR;kfn] mudh ,d vizR;{k tokcnsgh gksrh gS D;ksafd os jkT; ljdkjksa
dsUnz'kkflr iz'kkluksa vkSj iapk;rhjkt laLFkkvksa ds ekè;e ls viuk dk;Z djrs gSaA dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj
ekWuhVfjax iz.kkyh bUVjuSV ij vk/kfjr gS vkSj uohu vkbZ lh VSDukykWth ds mi;ksx ls lHkh dsUnzh; ea=kky;ksa vkSj foHkkxksa dks
l{ke cukrh gS fd os fHkUu Lrjh; vkSj fofHkUu :i dk MsVk ,d=k dj ldsa vkSj mldk fo'ys"k.k dj f'kdk;rksa dh lsok
lqiqnZxh iz.kkyh esa lq/kj yk ldsaA

3- f}rh; iz'kklfud lq/kj vk;ksx us viuh 12oha fjiksVZ ^^ukxfjd dsfUnzd iz'kklu** ds vè;k; 7 ds iSjk 7-2-2 esa
fuEufyf[kr dgk gS%

^^7-2-2 f'kdk;r lek/ku i¼fr dk cqfu;knh fl¼kUr ;g gS fd ;fn lsok iznku djus dk vk'okflr Lrj izkIr u gks vFkok
;fn fdlh ukxfjd ds vf/dkj dk lek/ku ugh fd;k tk, rks ukxfjd dks f'kdk;r dks nwj djus ds fy, dksbZ i¼fr
viukus dk ekxZ viukus dh NwV gksuh pkfg,A ;g i¼fr lq&izpkfjr] lgt mi;ksx dh tkus okyh] rqjUr gksuh pkfg, vkSj
bu lHkh ds vykok ukxfjdksa dk mleas fo'okl gksuk pkfg, fd mUgs blls U;k; feysxkA**

4- dkfeZd] yksd f'kdk;r] fof/ vkSj U;k; ij lalnh; LFkk;h lfefr us viuh iPphloha fjiksVZ esa fVIi.kh
dh gS fd%&

^^lfefr ds fopkj esa lkekU;r% yksxksa dks irk ugha gS fd dbZ ljdkjh foHkkxksa vkSj muds v/huLFk dk;kZy;ksa esa tgka mUgsa
tkuk iM+rk gS] ,d fuokj.k iz.kkyh LFkkfir gSA blfy, lfefr ;g laLrqfr djrh gS fd jk"Vªh;] {ks=kh;] o LFkkuh; ehfM;k esa
izpkj gksuk pkfg;s vkSj ,ySDVªkWfud ehfM;k }kjk tkx:drk ykbZ tkuh pkfg;s ftlls yksxksa dks miyC/ f'kdk;r fuokj.k
iz.kkyh ds ckjs esa] fo'ks"kdj lekt ds de”kksj oxksZa esa efgykvksa vkSj fodykaxksa vkSj nwj {ks=kksa esa jg jgs yksxksa dks] tkudkjh
fey ldsA**

^^lfefr ;g Hkh laLrqfr djrh gS fd f'kdk;r fuokj.k iz.kkyh dks ljy] rRdky] len`"V] mRrjns; vkSj izHkkoh gksuk
pkfg;sA vdlj yksxksa ls lquus dks feyrk gS fd dk;kZy;ksa esa tkuk le; dh cckZnh o ckj&ckj tkus dh ijs'kkuh mRihMu
vkfn ds leku gksrk gSA blfy, lfefr ;g laLrqfr djrh gS fd izR;sd dsUnzh; o jkT; ljdkjksa ds ea=kky;ksa vkSj foHkkxksa esa
,d ldkjkRed yksd f'kdk;r fuokj.k iz.kkyh fLFkr gksuh pkfg;s ftlesa lwpuk nsus dh O;oLFkk Hkh fo'ks"k :i ls miyC/
gksA blds vfrfjDr lfefr dks ;g Hkh yxrk gS fd fofHkUu vkosnu i=kksa ;k f'kdk;r iQkeksZ dh Hkk"kk vkSj fo"k;oLrq
mi;ksxdrkZ dh n`f"V ls lqfo/kiw.kZ gksus pkfg;sa vkSj lHkh iQkeksZ dks iksLV vkWfiQl vkfn tSls LFkkuksa ij ;k oSclkbV ls
MkmuyksM lqfo/k ds lkFk miyC/ djk, tkus pkfg;sA**

lfefr ds fopkj esa vkosnu Lohdkj djus ;k vLohdkj djus dh le; lhek fu/kZfjr gksuh pkfg;sa vkSj mUgsa lkekU; :i ls
izpkfjr ekun.Mksa o vk/kjksa ij cuk;k tkuk pkfg;sA fuokj.k Hkh mfpr le; lhek esa gksuk pkfg;sA ftlesa gj voLFkk ds
fy, vyx le; lhek fu/kZfjr gks vkSj vf/d rduhdh izfØ;k u gksA blfy,] lfefr ;g laLrqfr djrh gS fd bl ckr ij
mfpr è;ku fn;k tkuk pkfg;s fd f'kdk;rksa dk fuokj.k le; ij gks mldk ;g Hkh fopkj fd;k gqvk n`f"Vdks.k gS fd tks
vf/dkjh blesa foyEc djrs gSa mUgsa tokcnsg cuk;k tk;sA
FOREWORD
One of the biggest concerns facing the Government of India is how to make the public service
delivery system more citizen-centric. An essential pre-requisite for this is to have a robust public
grievance redress and monitoring mechanism, particularly in Government agencies that have a large
public interface. In the Government of India, this requirement has been strengthened since June 2007,
when a new software called the Centralized Public Grievance Redress and Monitoring System
(CPGRAMS) was made operational in all the Ministries / Departments.
2. A large quantum of Central Government activities involves statutory functions such as the
issuance of passports, collection of taxes, railway services and so on, that are grievance prone by nature as
they have a very large public interface. Other Ministries / Departments involved with the development of
social sector including education, health, minorities welfare, tribal affairs, women and child development
etc., have an indirect public accountability as they function through the State Governments / Union
Territory Administrations and the Panchayati Raj Institutions. The public grievances in such Central
Ministries needs to be settled through the State / Union Territories. The Centralized PGRAMS utilizes
the Internet based Information and Communication Technology to enable all Central Ministries /
Departments to handle multifarious and multi-level grievance related data, as well as, to collate it for
improved service delivery in the handling of grievances.

3. The Second Administrative Reforms Commission in its 12 Report entitled “Citizen Centric
th

Administration The Heart of Governance” in Chapter 7 paragraph 7.2.2 has stated as follows:
“7.2.2 The basic principle of a grievance redressal system is that if the promised level of service delivery
is not achieved or if a right of a citizen is not honoured then the citizen should be able to take recourse to a
mechanism to have the grievance redressed. This mechanism should be well publicized, easy to use,
prompt and above all, citizens must have faith that they will get justice from it.”
4. The Parliamentary Standing Committee on Personnel, Public Grievances, Law and Justice, in
their Twenty-Fifth Report have observed:
“The Committee is of the view that generally people are not aware that a system of redressal exists in many
of the Government departments and its subordinate offices where they are required to visit. The
Committee, therefore, recommends that wide publicity through national, regional and local media, as well
as through electronic media to create awareness regarding the redressal mechanism among people is the
need of the day, particularly for the weaker sections of the society, women and those challenged with
handicaps and also the people living in remote areas.”
“ The Committee also recommends that grievance-handling system should be accessible, simple, quick,
fair, responsive and effective. It is not uncommon to hear from people complaining against harassment,
waste of time, repeated visits to offices etc. The Committee, therefore, recommends that every Ministry /
Department in the Union / State Government UTs should have a dynamic public grievance redressal
mechanism in place with special focus on the information delivery system. The Committee further feels that
the language and the content of various application/ complaint forms should be user-friendly, and should
be widely available in various outlets, like post offices, on websites for downloading etc.”
The Committee is of the view that time limits should be fixed for approval or rejection of application on the
basis of well publicized and uniformly applied criteria. Also, redressal should be done within a reasonable
time period as prescribed for each stage of redressal without indulging in lengthy technicalities of the
procedure. The Committee, therefore, recommends that due attention should be given to timely redressal of
grievances lodged. It is also of the considered view that officers responsible for delay should be made
accountable and suitable action taken against them.
5- iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx esa yksd f'kdk;r izHkkx fuEufyf[kr fo'ks"k ftEesnkfj;k¡
fuHkk jgk gS%&
• yksd f'kdk;r fuokj.k ds fy, ikWfylh fn'kk&funsZ'k tkjh djuk
• deZpkjh f'kdk;r fuokj.k ds fy, ikWfylh fn'kk&funsZ'k tkjh djuk
• ukxfjd ifji=k dks izHkkoh cukus vkSj lwpuk vkSj lqfo/k iVy dks lqn`<+ cukus ds fy, lsok lqiqnZxh esa
lq/kj ykuk
• bl ckr ij fo'ks"k :i ls è;ku vkdf"kZr djuk fd f'kdk;rksa ds vk/kj ij LFkkfir iz.kkyh esa lq/kj yk, tk
ldrsa gSaA
6- mi;qZDr ds vk/kj ij ;g dgk tk ldrk gS fd f'kdk;r fuokj.k iz.kkyh esa è;ku dk dsUnz fcUnq futh Lrj ij
f'kdk;rksa ds fuokj.k ls vkxs c<+dj vc izfØ;k iz.kkyh esa lq/kj ykus dh vksj tk jgk gSA ;g f'kdk;rksa ds fo'ys"k.k }kjk
gh laHko gS] ftlls ea=kky; vkSj foHkkxksa esa vf/d f'kdk;rksa ds dk;Z {ks=k Li"V gks tkrs gSaA ubZ rduhd ij vk/kfjr
dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj ekWuhVfjax iz.kkyh tSls ;a=k] funs'kd (f'kdk;r) ds gkFk esa ,d ;a=k gh gSa] tks ,d
dk;Z'khy f'kdk;r fuokj.k O;oLFkk dk LFkku ugha ys ldrsA fuokj.k O;oLFkk dks igys lfØ; vkSj izHkkoh gksuk gksxk rkfd
lhihthvkj,,e iz.kkyh tSls ;a=k izHkkoh :i ls mi;ksx esa yk, tk ldsaA blfy, bl rjg ds ikWfylh ekxZ&funsZ'kksa ds
ladyukas ds izdk'ku dh vko';drk vHkh Hkh gSA
7- bl ladyu dks vf/d mi;ksxh cukus ds fy, blds f}Hkk"kh :i dks ,d gh izfr esa yk;k x;k gS rkfd bldh
mi;ksfxrk vkSj igq¡p nksuksa gh foLr`r cu ldsaA bldh jpuk dks lqxfBr Hkh fd;k x;k gS tSls fd la;qDr lfpo o mlls
mPp in ds vf/dkfj;ksa ds fy, f'kdk;r fuokj.k O;oLFkk dks 'kkfey djus lsA blds fo"k; oLrq dh rS;kj lanHkZ lwph dks
Hkh mi;ksxdrkZ ds fy, lqfo/k tud cuk;k x;k gSA mnkgj.k ds fy, ^^deZpkjh f'kdk;r fuokj.k iz.kkyh** dks vyx
iz[k.M esa j[kk x;k gS D;ksafd iz.kkyh dh miyC/rk ds ckjs esa dbZ ea=kky;ksa vkSj foHkkxksa esa tkx:drk ugha gS vkSj vc rd
bl ij è;ku Hkh de fn;k x;k gSA
8- eq>s ekxZn'kZdksa dk ;g ladyu mi;ksxdrkZvksa ds gkFkksa esa j[krs gq, izlUurk gks jgh gSA vk'kk gS fd bls mi;ksxh
ik;k tk,xk vkSj blls Hkkjr ljdkj dh f'kdk;r fuokj.k iz.kkyh dks vkSj vf/d izHkkoh o le; dh vko';drkvksa dh
vksj mÙkjnk;h cuk;k tk ldsxkA

ubZ fnYyh (jes'k panz feJ)


fnukad% 3 vxLr] 2010 lfpo (,vkjihth vkSj isa'ku)
5. The Public Grievance Division of the Department of Administrative Reforms and Public
Grievances fulfills the following significant responsibilities:

• Issue of policy guidelines for redress of public grievances


• Issue of policy guidelines for redress of staff grievances
• Emphasising on service delivery improvements by making Citizen's Charter more effective
with provisions for Information and Facilitation Counters
• Emphasising on using the grievances as inputs for making systemic improvements

6. From the foregoing, it can be surmised that the focus of policy formulation on grievance redress
mechanism has been moving from individual grievance redress to systemic improvements through
analysis of grievance prone areas in the functioning of a ministry / department. New technology based
systems such as the Centralized PGRAMS are at best a tool in the hands of Directors of Public Grievances
in the various Central Ministries / Departments, but a tool cannot become a substitute for a robust inbuilt
grievance redress framework that facilitates the effective use of the tools such as CPGRAMS. Therefore,
the need for publication of Compilations on Policy Guidelines such as this one, continues to exist.
7. With a view to making the compilation more useful, it is being brought out as a single copy in
bilingual version to facilitate its wider reach and impart it with a higher reference value. Its coverage has
been made more comprehensive by including the grievance redress mechanism for Joint Secretary and
above level officers. Moreover, its 'Ready Reference to Content' has been made more user friendly. For
example, the Staff Grievance Redress framework has been placed in a separate section, as the fact that
Guidelines for a framework for staff grievance redress also exist, was being overlooked by many
Ministries / Departments in the past.
8. I am happy to place this edition of the Compilation of Guidelines in the hands of the users with the
hope that it is found to be useful in making the Grievance Redress framework in Government of India
more effective and responsive to the changing needs of the time.

New Delhi (Ramesh C. Misra)


Date : 3 August, 2010 Secretary (AR&PG and Pensions)
rd
ihthvkj,e@ukxfjd ifji=k@vkbZ,iQlh ds fo"k;oLrq% dh rS;kj lanHkZ lwph

dkú Kkú ds dkyØfed lwph


vè;k; laú dkú Kkú dh frfFk fo"k; i`"B laú
vkSj Øe laú vuqlkj
vè;k;&1 Hkkjr ljdkj esa f'kdk;r fuokj.k iz.kkyh dk <+k¡pk 1
vkSj mlesa O;oLFkk lq/kj dk va'k
vè;k;&2 la;qDr lfpo vkSj mlls mPp inksa ij vf/dkfj;ksa
ds fy, f'kdk;r fuokj.k iz.kkyh
1 vú 'kkú fnukad LFkk;h lfefr dk xBu 10
13-08-2004 dk vkns'k
2 vú 'kkú fnukad 16-06-2008 vf/dkfj;ksa dh f'kdk;rksa ds fy, LFkk;h lfefr& 12
3 vH;kosnu ds fy, izi=k 13
vè;k;&3 f'kdk;r fuokj.k iz.kkyh ij fn'kk&funsZ'k
4 dkú Kkú fnukad 01-03-1988 funs'kd (f'kdk;r) dk dk;Z fooj.k 17

5 dkú Kkú fnukad 29-11-1988 yksd f'kdk;rksa dh fuokj.k O;oLFkk esa lq/kj 20

6 dkú Kkú fnukad 27-07-1989 lekpkj i=kksa esa Nius okyh f'kdk;rksa ij dk;Zokgh 22

7 dkú Kkú fnukad 04-11-1992 la;qDr lfpo dks funs'kd (f'kdk;r) cukuk 23

8 dkú Kkú fnukad 07-09-1993 yksd f'kdk;r fuokj.k iz.kkyh dk lqn`<+hdj.k 24

9 dkú Kkú fnukad 10-07-1995 f'kdk;r fuokj.k iz.kkyh dks lfØ; cukuk 27

10 vú 'kkú fnukad 23-08-1996 nsj ls f'kdk;rksa ds fuokj.k ij lalnh; lfefr 29


dh fpUrk
11 dkú Kkú fnukad 07-10-1996 okf"kZd fjiksVZ o okf"kZd dk;Z ;kstuk esa yksd f'kdk;r ij 32
vkadM+s lfEefyr djuk
12 dkú Kkú fnukad 31-10-1996 le; lhek fu/kZfjr djuk 33

13 vú 'kkú fnukad 25-02-1997 f'kdk;r dks u ekuus ij dkj.k o fu;e crkuk 34

14 vú 'kkú fnukad 08-10-1998 eSuqvy esa fn, funsZ'kksa dks nksgjkuk&nwjHkk"k la[;k] 35
uke] irk] inuke] vkfn gLrk{kj djus okys
vf/dkjh ds uke ds uhps nsuk

15 dkú Kkú fnukad 21-09-1999 fu;e vuqlkj rRdkyuk ,oa f'k"Vkpkj 36

16 vú 'kkú fnukad 30-10-1999 eaf=keaMy lfpo dk lHkh lfpoksa dks i=k&f'kdk;r 37


fuokj.k iz.kkyh dks izHkkoh cukuk
17 dkú Kkú fnukad 21-02-2000 cdk;k f'kdk;rksa dk ekfld voyksdu 38

18 dkú Kkú fnukad 30-03-2000 lekpkj i=kksa esa Nih f'kdk;rksa ij rRdky dk;Zokgh 39

(i)
Ready Reference to Contents on PGRM/Citizen's Charter/IFC

Chapter Nos OM arranged in


Page
and Sl Nos of chronological order Subject
Nos.
OM as per date of issue

Chapter-1 Systemic Reforms Component of PGRM in Govern- 1


ment of India and its Organisational structure

Chapter-2 Framework for Redress of Grievance for


Officers of the level of Joint Secretary and Above
1 DO dated Construction of the Standing Committee 10
13.08.2004
2 DO dated 16.06.2008 Standing Committee in respect of grievances of Officers- 12

3 Proforma for representating before the Committee 13

Chapter-3 Guidelines on Public Grievance Redress Mechanism

4 OM dated 01.03.1988 Job Description of Director of Grievances 17


5 OM dated 29.11.1988 Toning up arrangements for redress of public 20
grievances
6 OM dated 27.07.1989 Action on Grievances appearing in Newspapers 22
7 OM dated 04.11.1992 Joint Secretaries to be nominated as Director of 23
Grievances
8 OM dated 07.09.1993 Strengthening of Machinery for Redressal of 24
Public Grievances
9 OM dated 10.07.1995 Activating the machinery set up for PGRM 27
10 DO dated 23.08.1996 Concern expressed by the Standing Committee of 29
Parliament on delay in response to PG
11 OM dated 07.10.1996 Inclusion of PGM related statistics in the Annual 32
Administrative Reports and the Annual Action Plan
of Ministries/Departments
12 OM dated 31.10.1996 Fixation of Time limits 33
13 DO dated 25.02.1997 Stating of reason/rule for rejecting a grievance 34

14 DO dated 08.10.1998 Reiteration of MOP instruction relating to indicating 35


the name, designation and telephone number of the
officer over whose signature a communication is
issued in connection with reply issued to a public
grievance.
15 OM dated 21.09.1999 Courtesy and promptness as per Rules 36
16 DO dated 30.10.1999 Making GRM more effective –Cabinet Secretary’s 37
letter to all Secretaries
17 OM dated 21.02.2000 Monthly renew of pending greivances 38

18 OM dated 30.03.2000 Prompt action on grievances in newspapers 39

(i)
dkú Kkú ds dkyØfed lwph
vè;k; laú dkú Kkú dh frfFk fo"k; i`"B laú
vkSj Øe laú vuqlkj

19 vú 'kkú fnukad 17-05-2000 lfpoksa dh LFkk;h lfefr dk fu.kZ;&lekpkj i=kksa 40


esa Nih f'kdk;rksa dh drju okafNr ea=kky;@foHkkx
Hkstuk

20 vú 'kkú fnukad 19-05-2000 lalnh; LFkk;h lfefr dh ea=kky;ksa }kjk f'kdk;rksa 41


ds fuokj.k es <+hy ij fVIi.kh
21 vú 'kkú fnukad 26-06-2000 ^yksd f'kdk;r* vkSj ^LVkiQ f'kdk;r* dh 43
ifjHkk"kk

22 dkú Kkú fnukad 19-04-2001 lHkh ea=kky;ksa }kjk vius lHkh v/huLFk dk;kZy;ksa 44
dh ,d Mk;jSDVªh cukuk

23 vú 'kkú fnukad 18-05-2001 funsZ'kkas dks nksgjkuk fd f'kdk;rksa dk fuokj.k 45


rRdky gks vkSj lekpkj i=kksa esa vkbZ f'kdk;rksa
ds le;c¼ :i ls fuiVk;k tk,

24 vú 'kkú fnukad 18-05-2001 lekpkj i=kksa esa vkbZ f'kdk;rksa ij dk;Z fjiksVZ 46
dk izksiQkekZ

25 vú 'kkú fnukad 03-05-2003 f'kdk;rksa fd ikorh rhu fnuksa esa rFkk fuokj.k 48
rhu ekg esa dh ubZ le; lhek

26 vú 'kkú fnukad 28-05-2003 vf'kf{kr o de f'kf{kr ukxfjdksa ds fy, 49


f'kdk;r fuokj.k iz.kkyh cukus ds lalnh;
lykgdkj lfefr ds funsZ'k

27 vú 'kkú fnukad 21-07-2004 nwjn'kZu o vkdk'kok.kh ij f'kdk;r fuokj.k 51


iz.kkyh dk izpkj
28 vú 'kkú fnukad 18-03-2005 lekpkj i=kksa esa vkbZ f'kdk;rksa ds fuokj.k ds 52
fy, O;oLFkk cukus ds fy, eq[; lfpoksa ls
vuqjks/

29 vú 'kkú fnukad 03-05-2005 f'kdk;r fuokj.k iz.kkyh ds izpkj djus rFkk 53


oSclkbZV ij {ks=kh; Hkk"kk esa tkudkjh nsus ds
lalnh; lfefr ds funs'k dks nksgjuk

(ii)
Chapter Nos OM arranged in
Subject Page
and Sl Nos of chronological order
Nos.
OM as per date of issue

19 DO letter dated Decision of the Standing Committee of Secretaries 40


17.05.2000 for Public Grievance Redress regarding forwarding
of newspaper clippings of public grievances to
the Ministries /Departments concerned

20 DO Letter dated Observations of Parliamentary Standing Committee 41


19.05.2000 on the lax monitoring of the disposal of grievances
in Ministries / Departments
21 DO letter dated Clarification on what constitutes ‘public grievance’ 43
26.06.2000 and what are ‘staff grievances’.
22 OM dated 19.04.2001 Preparation of a consolidated directory of officers 44
handling public / staff grievances in Ministry /
Department / Attached Office / Subordinate Offices /
PSU / Autonomous Bodies / and other
organizations
23 Cabinet Secretary’s Reiteration of instructions on prompt disposal of 45
DO letter dated public grievances appearing in newspapers for
18.05.2001 settling them within a time frame and undertaking
a quarterly review thereof

24 DO letter dated Proforma for Action Taken Report on grievances 46


18.05.2001 appearing in Newspapers
25 DO letter dated Time limit for acknowledging all public grievances 48
03.05.2003 with in three days and for settling them within three
months
26 DO letter dated Parliamentary Standing Committee’s emphasis on 49
28.05.2003 evolving of PGR mechanism for serving the less
literates to be monitored by each Department –
six monthly report on monitoring thereof -
27 DO letter dated Publicity of the Public Grievance Mechanism 51
21.07.2004 through Doordarshan and AIR
28 DO letter dated Request to Chief Secretaries for establishing an 52
18.03.2005 institutional mechanism for redress of grievances
appearing in newspapers and for issue of
rejoinders thereto -

29 DO letter dated Reiteration of Department Related Parliamentary 53


03.05.2005 Standing Committee’s observations on adequate
publicity to the grievance mechanism through
website updated regularly and through Citizen’s
Charters and use of local language

(ii)
dkú Kkú ds dkyØfed lwph
vè;k; lúa dkú Kkú dh frfFk fo"k; i`"B laú
vkSj Øe lúa vuqlkj
30 dkú Kkú fnukad 07-09-2005 ihthvkj,,e,l lkWÝVoS;j }kjk yksd f'kdk;rksa 54
ds fuokj.k dh O;oLFkk dks dk;kZfUor djuk
31 dkú Kkú fnukad 27-09-2005 yksd f'kdk;r fuokj.k iz.kkyh esa funs'kd 55
(f'kdk;r) dh Hkwfedk
32 vú 'kkú fnukad 05-05-2006 f'kdk;r fuokj.k iz.kkyh dks izHkkoh cukus 57
ds fy, jkT;ksa ds eq[; lfpoksa ls vuqjks/

33 vú 'kkú fnukad 05-05-2006 lHkh dsUnzh; ea=kky;ksa@foHkkxksa ds lfpoksa ls 58


vuqjks/ gS fd le;c¼ ikorh rhu fnuksa esa vkSj
mÙkj nks ekg esa Hkstus dh O;oLFkk lqfuf'pr djsa

34 dkú Kkú fnukad 22-05-2006 yksd f'kdk;r fuokj.k ds fy, lesfdr ekxZ funsZ'k 59

35 vú 'kkú fnukad 31-05-2007 Hkkjr ljdkj esa u;h dsUnzh;Ñr ihthvkj,,e 61


O;oLFkk
36 dkú Kkú fnukad 12-03-2008 lhihthvkj,,e,l dk dk;kZUo;u 63

37 vú 'kkú fnukad 01-09-2008 lhihthvkj,,e dk mi;ksx vkSj f'kdk;r fuokj.k 64


iz.kkyh dks lqn`<+ cukuk

38 vú 'kkú fnukad 16-12-2008 yfEcr f'kdk;rksa dh izHkkoh ekWfuVfjax 65

39 vú 'kkú fnukad 22-06-2009 f}rh; iz'kklfud lq/kj vk;ksx dh laLrqfr dsUnzh; 66


ea=kky;ksa esa yksd f'kdk;r fuokj.k iz.kkyh ds ckjs esa
40 vú 'kkú fnukad 22-06-2009 jkT;ksa esa yksd f'kdk;r fuokj.k iz.kkyh ij f}rh; 67
iz'kklfud lq/kj vk;ksx dh laLrqfr
41 vú 'kkú fnukad 06-05-2010 jkT;ksa ls lEcaf/r f'kdk;rksa dks lhihthvkj,,e,l 69
}kjk Hkstk tkuk
42 iz'ukoyh I - yksd f'kdk;r fuokj.k O;oLFkk dk 71
ewY;kadu
vè;k;&4 ljdkjh dfeZ;ksa dh f'kdk;rksa ds fuokj.k dh iz.kkyh

43 vú 'kkú fnukad 05-12-1988 f'kdk;r fuokj.k iz.kkyh dh eq[; ckrsa tks 78


ea=kky;kas@foHkkxksa@laLFkkvksa esa gksuh pkfg,

44 dkú Kkú fnukad 06-03-1995 dsUnzh; iz'kklfud izkf/dj.k esa yfEcr ekeyksa dks 80
de djus ds fy, f'kdk;rksa dk rRdky fuokj.k

(iii)
Chapter Nos OM arranged in
Subject Page
and Sl Nos of chronological order
Nos.
OM as per date of issue

30 OM dated 07.09.2005 Installing of PGRAMS software for monitoring of 54


public grievances and making it operational

31 OM dated 27.09.2005 Role of Director of Grievances in Public Grievances 55


Redress Machinery

32 DO letter dated Request to Chief Secretaries of States / UT for 57


05.05.2006 establishing an effective institutional mechanism for
prompt redress of public grievances

33 DO letter dated Request to all Secretaries for Central Ministries / 58


05.05.2006 Departments for ensuring time bound
acknowledgment of public grievances with in
three days and issue of reply with in two months

34 OM dated Consolidated Guidelines for Redress of Public 59


22.05.2006 grievances

35 DO letter dated New Centralized PGRAM System in Government 61


31.05.2007 of India

36 OM dated Public grievances and implementation of 63


12.03.2008 CPGRAMS - regarding

37 DO dated Strengthening of Grievance Redress Mechanism and 64


01.09.2008 usages of CPGRAMS - regarding

38 DO letter dated To effectively monitor pending grievances through 65


16.12.2008 CPGRAMS

39 DO latter dated 2nd ARC recomendation on public grievance redress 66


22.06.2009 in central ministres

40 DO latter dated 2nd ARC recomendation on public grievance redress 67


22.06.2009 in state Governments/union teriton administratives

41 DO latter dated Accessing grievances related to States through 69


06.05.2010 CPGRAMS -

42 Proforma for evaluation of Public 71


Grievances Redress Machinery (PGRM)
Chapter-4 Guidelines for Staff Grievance Redress Mechanism
43 DO letter Essential features for setting up of Grievances 78
dated 05.12.1988 Redress Machinery for Government Employees
working in Ministries/Departments/Offices
44 OM dated 06.03.1995 Prompt redress of Staff Grievances to prevent 80
large scale litigation in CAT

(iii)
dkú Kkú ds dkyØfed lwph
vè;k; laú dkú Kkú dh frfFk fo"k; i`"B laú
vkSj Øe laú vuqlkj
45 dkú Kkú fnukad 01-01-1997 lh,Vh esa dslksa dks de djus ds fy, f'kdk;rksa 81
dk fuokj.k
46 vú 'kkú fnukad 06-03-1997 deZpkjh f'kdk;rksa ds dkj.kks dh lwph&{ks=kksa dk 83
iqu% voyksdu

47 vú 'kkú fnukad 26-06-2000 ^yksd f'kdk;r* vkSj ^deZpkjh f'kdk;r* dh 86


ifjHkk"kk
48 dkú Kkú fnukad 07-09-2005 deZpkjh f'kdk;r fuokj.k iz.kkyh dh eq[; 87
vko';drk,a
49 iz'ukoyh II - deZpkjh f'kdk;r fuokj.k iz.kkyh ds 90
ewY;kadu dk izksiQkekZ
vè;k;&5 ukxfjd ifji=k ij fn'kk&funsZ'k
50 dkú Kkú fnukad 06-01-1997 ukxfjd ifji=kksa dh n`f"V ls yksd f'kdk;rksa dk 93
rRdky fuokj.k
51 vú 'kkú fnukad 08-01-1997 ifji=k l`tu ds fy, eaf=keaMy lfpo ds 96
funs'k
52 vú 'kkú fnukad 29-04-1997 ukxfjd ifji=k dk izpkj vkSj ekWfuVfjax 99

53 vú 'kkú fnukad 31-01-2000 ukxfjd ifji=k cukus ds fy, vuqjks/ 100

54 vú 'kkú fnukad 17-05-2000 LFkk;h lalnh; lfefr ds ukxfjd ifji=k 102


ij funs'k
55 vú 'kkú fnukad 25-05-2000 ukxfjd ifji=kksa dk izpkj 104

56 vú 'kkú fnukad 21-05-2001 lalnh; LFkk;h lfefr dh fVIi.kh 105

57 vú 'kkú fnukad 27-05-2003 ukxfjd ifji=k dh izfr;ka lkalnksa dks miyC/ 106
djkuk
58 vú 'kkú fnukad 30-07-2004 Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa esa ukxfjd 107
ifji=k ds fy, uksMy vf/dkjh dks fu;qDr djuk

59 vú 'kkú fnukad 30-07-2004 jkT;ksa esa ukxfjd ifji=k ds fy, uksMy vf/dkjh 108
cukuk& mldh ftEesnkfj;ksa lfgr&

60 vú 'kkú fnukad 25-01-2005 ukxfjd ifji=kksa dk izHkkoh dk;kZUo;u 115

61 vú 'kkú fnukad 07-06-2005 nwjn'kZu vkSj vkdk'kok.kh ij ukxfjd ifji=kksa 116


dk izpkj

(iv)
Chapter Nos OM arranged in
Subject Page
and Sl Nos of chronological order
Nos.
OM as per date of issue

45 OM dated 01.01.1997 Grievances of employees — reducing the 81


recourse to CAT

46 DO dated 06.03.1997 Identification of grievance prone areas and 83


simplification of procedures after review —
List of causes of 'Staff Grievances'
47 DO latter dated Clarification on what constitutes 'public grievance' 86
26.06.2000 and what are 'staff grievances'.

48 OM Dated 07.09.2005 Strengthening of Staff Grievance Redress 87


Mechanism and enclosing essential features of the
mechanism
49 Proforma for evaluation of Staff 90
Grievances Redress Machinery (SGRM)
Chapter-5 Guidelines on Citizen's Charters
50 OM dated 06.01.1997 Prompt redress of Public Grievance in view of 93
Citizen’s Charter
51 DO letter dated Request from Cabinet Secretariat for formulation 96
08.01.97 Charters
52 DO letter dated Publicising the Citizen’s Charter and Monitoring 99
29.04.97 arrangements etc.
53 DO letter dated Request for formulation of Citizen’s Charter 100
31.01.2000
54 DO letter dated Parliamentary Standing Committee’s direction to 102
17.05.2000 formulate Citizen’s Charters
55 DO letter dated Publicity of Citizen’s Charter 104
25.05.2000

56 DO letter dated Observations of Parliamentary Standing 105


21.05.2001 Committee

57 DO letter dated Furnishing of Copies of Citizen’s Charters to 106


27.05.2003 MPs
58 DO letter dated Nomination of Nodal Of ficers for Citizen’s 107
30.07.2004 Charters in Ministries and Departments of
Govt. of India
59 DO letter dated Nomination of Nodal Officers for Citizen’s 108
30.07.2004 Charter in States/UTs including duties of-

60 DO letter dated Effective implementation of 115


25.01.2005 Citizen’s Charters
61 DO letter dated Publicity of Citizen’s Charters through 116
07.06.2005 AIR and Doordarshan

(iv)
dkú Kkú ds dkyØfed lwph
vè;k; laú dkú Kkú dh frfFk fo"k; i`"B laú
vkSj Øe laú vuqlkj
62 vú 'kkú fnukad 05-12-2007 ukxfjd ifji=kksa dks izHkkoh cukus ds fy, f}rh; 117
iz'kklfud lq/kj vk;ksx dh fliQkfj'ksa
63 vú 'kkú fnukad 21-07-2008 f}rh; iz'kklfud lq/kj vk;ksx dh ukxfjd ifji=kksa ij 119
fliQkfj'k dh lwpuk
64 vú 'kkú fnukad 09-06-2009 ukxfjd ifji=kksa ij f}rh; iz'kklfud lq/kj vk;ksx dh 121
fliQkfj'kksa dks Hkstuk
65 vú 'kkú fnukad 09-06-2009 jkT;ksa ds eq[; lfpoksa dks f}rh; iz'kklfud vk;ksx dh 123
fliQkfj'kksa dks Hkstuk
vè;k;&6 lwpuk vkSj lqfo/k iVy ij fn'kk&funsZ'k
66 vú 'kkú fnukad 07-04-1997 dk;kZy;ksa esa lwpuk o lqfo/k iVy dks LFkkfir 126
djuk&izeq[k ckrksa lfgr
67 vú 'kkú fnukad 02-09-1997 dk;kZy;ksa esa lwpuk o lqfo/k iVy dks LFkkfir 130
djuk
68 vú 'kkú fnukad 28-05-2003 dk;kZy;ksa esa lwpuk o lqfo/k iVy dks LFkkfir 131
djuk
69 vú 'kkú fnukad 04-12-2003 lwpuk o lqfo/k iVy dk izdk;kZe&vf/dkfj;ksa 133
dh ftEesnkfj;ksa lfgr
70 lwpuk ,oa lqfo/k iVy ds izdk;kZe ij 136
iz'ukoyh

(v)
Chapter Nos OM arranged in
Subject Page
and Sl Nos of chronological order
Nos.
OM as per date of issue
62 DO letter dated 2nd ARC on Citizen's Charters-request to all 117
05.12.2007 Ministry/Department
63 DO letter dated 2nd ARC on Citizen's Charters-request to all 119
21.07.2008 Ministries

64 DO letter dated Forwarding of recommendations of 2nd ARC on 121


09.06.2009 Citizen's Charter to all Secretaries in Govt. of India
65 DO letter dated Forwarding of recommendations of 2nd ARC to 123
09.06.2009 Chief Secretaries of States/UT
Chapter-6 Guidelines of Information & Facilitation Counters
66 Setting up Information and Facilitation Counters in 126
07.04.1997 public offices including salient Features of-
67 Setting up Information and Facilitation Counters in 130
02.09.1997 public offices

68 Setting up Information and Facilitation Counters in 131


28.05.2003 public offices
69 DO letter dated Functioning of Information and Facilitation 133
04.12.2003 Counters including Duties of Contact Officers-
70 Questionnaire on the Functioning of Information 136
and Facilitation Counters.

(v)
Hkkjr ljdkj esa f'kdk;r
fuokj.k iz.kkyh dk
<+k¡pk vkSj mlesa
O;oLFkk lq/kj dk va'k
SYSTEMIC REFORMS COMPONENT OF
GRIEVANCE REDRESS MECHANISM IN
GOVERNMENT OF INDIA AND ITS
ORGANIZATIONAL STRUCTURE
vè;k; & 1
Hkkjr ljdkj esa f'kdk;r fuokj.k iz.kkyh dk <+k¡pk
vkSj mlesa O;oLFkk lq/kj dk va'k

^dk;Z fu;ru fu;e] 1961* ds vuqlkj ea=kky;ksa] foHkkxksa vkSj laLFkkvksa dks fn;s x, dk;Z fu;ru fo"k;ksa ls
lEcaf/r f'kdk;rksa dk fuokj.k okafNr ea=kky; ;k foHkkx }kjk gh fd;k tk ldrk gSA iz'kklfud lq/kj vkSj yksd f'kdk;r
foHkkx] tks fd dkfeZd yksd f'kdk;r vkSj isa'ku ea=kky; esa gS] og Hkkjr ljdkj esa yksd f'kdk;rksa dh izkIrh] ekWuhVfjax
rFkk fuiVku vkSj leUo; ij uhfr vkSj O;oLFkk fu/kZfjr djrk gSA ^dk;Z fu;ru fu;e] 1961* }kjk iz'kklfud lq/kj vkSj
yksd f'kdk;r foHkkx dks fuEufyf[kr dk;Z fu;r fd, x, gSa%&

1- ^iz'kklfud lq/kj] ftlesa bZ&xous±l* vkSj cSLV izSfDVflt* 'kkfey gaS

2- laxBu ,oa i¼fr

3- fuEufyf[kr ekeyksa ij uhfr] leUo; vkSj ekWuhVfjax

(v) yksd f'kdk;r fuokj.k iz.kkyh] lkekU;r% vkSj

(vk) dsUnz ljdkj esa f'kdk;r iz.kkyhA

4- (v) yksd izcU/ esa 'kks/

(vk) yksd izcU/ ekeyksa ij jkT; ljdkjksa] fo'ks"k laLFkkvksa ls laidZA

5- ^dsUnzh; lfpoky; dk;kZy; i¼fr fu;e iqfLrdk* dk iz'kklfud i{kA

2- ^dk;Z fu;ru fu;e] 1961* ls fy;k mi;qZDr va'k] f'kdk;rksa ls lEcaf/r uhfr] leUo; vkSj ekWuhVfjax ds ekeys]
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks fu;ru djrk gS ftlesa (v) lkekU;r% yksd f'kdk;r fuokj.k] vkSj
(vk) dsUnz ljdkj laLFkkvksa ls f'kdk;r ds ekeys 'kfey gSA blls iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks
f'kdk;r lEcaf/r lHkh ekeyksa ij uksMy foHkkx cuk;k x;k gSA la{ksi esa] foHkkx }kjk uhfr vkSj fn'kk&funsZ'k cuk, tk ldrs
gSa ftlls f'kdk;r fuokj.k iz.kkyh LFkkfir gks lds] fofHkUu laLFkkvks }kjk mldk dk;kZUo;u ekWuhVj gks lds vkSj lHkh
dsUnzh; ,tSUlhl ls leUo; gks lds] ysfdu og lh/s gh ,slh fdlh f'kdk;r dk fuokj.k ugha dj ldrk tks nwljs ea=kky;ksa
;k foHkkxksa dks fu;ru fd;s x, dk;ksZa ls lEcfU/r gksA

3- foHkkx] fu;ru fd;s x, f'kdk;r uhfr] leUo; vkSj ekWuhVfjax ds dk;Z dh ftEesnkjh dks fuHkkus ds fy,]
fuEufyf[kr dk;Zokgh djrk gS%&

(v) uhfr fu/kZj.k Hkwfedk % viuh uhfr fu/kZj.k Hkwfedk esa foHkkx ukxfjd dsUnzhd iz'kklu lqfuf'pr djus dh
pqukSrh dks tks fd Hkkjr ljdkj esa 'kklu dk dsUnz fcUnq cu pqdk gS] ubZ uhfr;k¡ fu/kZfjr djrk gSA viuh uhfr;ksa }kjk
LFkkfir f'kdk;r fuokj.k iz.kkyh ij tkudkjh lHkh dks nsus ds fy,] foHkkx le;&le; ij ^uhfr fn'kk&funsZ'kksa dk
ladyu* izdkf'kr djrk gS vkSj mldk u;k laldj.k Hkh fudkyrk gSA blh ds vuqlkj tuojh] 2007 esa izdkf'kr fiNys
ladyu dk vc vxLr] 2010 esa uohuhdj.k fd;k x;k gSA

1
CHAPTER & 1

SYSTEMIC REFORMS COMPONENT OF GRIEVANCE REDRESS MECHANISM IN


GOVERNMENT OF INDIA AND ITS ORGANIZATIONAL STRUCTURE
All Grievances received from the public as well as employees are required to be redressed by the
Ministry / Department / Organization concerned to which the area of work for that grievance has been
allocated as per the 'Allocation of Business Rules, 1961.' The Department of Administrative Reforms and
Public Grievances (DARPG) under the Ministry of Personnel, Public Grievances and Pensions, is the chief
policy making, monitoring and coordinating department for public grievances arising from the work of
Ministries / Departments / Organizations in Government of India. Allocation of Business Rules 1961,
have allocated the following work to DARPG:-
1. “Administrative Reforms, including e-governance and dissemination of best practices.
2. Organization and Methods
3. Policy, coordination and monitoring of issues relating to
(a) Redress of public grievances in general; and
(b) Grievances pertaining to Central Government agencies,
4. (a) Research in public management
(b) Liaison with State Government, professional institutions etc in public management
matters
5. Administration of Central Secretariat Manual of Office Procedure”
2. The above extract from the 'Allocation of Business Rules, 1961' allocate the grievance related
work of Policy, Coordination and Monitoring of issues relating to (a) Redress of public grievances in
general and (b) Grievances pertaining to Central Government agencies' to DARPG. This makes the
Department of Administrative Reforms and Public Grievances the nodal agency on the all grievance
related issues. In sum, the Department can formulate the policy guidelines on the redress of grievance
framework, can monitor its implementation by various organizations on can coordinate with all central
agencies, but it cannot directly redress the grievances relating to work areas allocated to other government
agencies.
3. Under the work on grievance policy, coordination and monitoring allocated to it the Department
fulfills the following responsibilities.
(a) Policy formulation role: In its role as policy formulator and facilitator the Department
formulates new policies to meet the needs and challenges of Citizen Centric Administration that is now
regarded as the heart of governance in Government of India. For dissemination of its policy framework on
grievance redress mechanism, the Department publishes a compilation on 'Policy Guidelines for Redress
of Public Grievances' and updates it from time to time. Accordingly the last edition of the compilation of
January, 2007 is now being updated through this edition of August, 2010.

1
(vk) ekWuhVfjax Hkwfedk % viuh ekWuhVfjax Hkwfedk esa foHkkx ,d ckgjh ,tSUlh dk dk;Z djrs gq, lHkh dsUnzh;
ea=kky;ksa esa yfEcr f'kdk;rksa dh fLFkfr dk le;&le; ij iqu% voyksdu djrk gSA blds fy, funs'kd (f'kdk;r) dh
cSBd vk;ksftr dh tkrh gS ftldh vè;{krk iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx ds lfpo ;k fo'ks"k lfpo ;k
la;qDr lfpo djrs gSaA lkekU;r% 10 ;k 15 ea=kky;ksa vkSj foHkkxksa ls vf/dkfj;ksa dks ,d cSBd ds fy, vkeaf=kr fd;k
tkrk gSA twu 2007 ls foHkkx dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj ekWuhVfjax iz.kkyh ds ekè;e ls jkstkuk@lkIrkfgd@;k
ekfld ekWuhVfjax Hkh dj jgk gSA ;g iz.kkyh ,d oSc vk/kfjr iz.kkyh ;a=k gS tks 89 dsUnzh; ea=kky;ksa vkSj foHkkxksa o
laLFkkvksa ds lkFk baVjuSV ls laidZ LFkkfir djrh gSA foHkkx dh ekWuhVfjax Hkwfedk dk vkSj ,d fgLlk gS fd f'kdk;r
fuokj.k ds fofHkUu igywvksa ij frekgh fjiksVZa e¡xokbZ tkrh gSA

(b) leUo; Hkwfedk % viuh leUo;u Hkwfedk esa] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx }kjk 89 dsUnzh;
ea=kky;ksa] foHkkxksa vkSj laLFkkvksa ls dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj ekWuhVfjax iz.kkyh (lhihthvkj,,e) ds ekè;e
ls lEidZ LFkkfir fd;k x;k gSA ukxfjd bl ckr ds fy, Lora=k gS fd os pkgsa rks viuh f'kdk;r lh/s gh okafNr ea=kky;
;k foHkkx dks Hkstsa ;k mls lhihthvkj,,e }kjk iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks HkstsaA os viuh f'kdk;r
fdlh lkns dkxt ij fy[kdj] ;k fiQj iksLVdkMZ vkSj buySUM ij fy[k dj Hkh Mkd }kjk Hkst ldrs gSaA Mkd ls izkIr
f'kdk;rksa dks Hkh lhihthvkj,,e ij nk;j dj okafNr ea=kky; dks Hkstk tkrk gSA mldh jlhn vkSj igpku la[;k ukxfjd
dks Mkd ls Hksth tkrh gSA tc f'kdk;r ij dk;Zokgh iwjh gksus ij mÙkj izkIr gksrk gS rks mls Hkh Mkd }kjk ukxfjd dks Hkstk
tkrk gSA o"kZ esa ,d ckj iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx] ,d ladfyr lwph ftlesa lHkh dsUnzh; ea=kky;ksa o
foHkkxksa ds funs'kd (f'kdk;r) dk lEidZ fooj.k gksrk gS] mls ns'k ds pkjksa {ks=kksa ds eq[; lekpkj i=kksa esa izdkf'kr djrk gS
;g lwph o"kZ Hkj gj le;] foHkkx dh oSclkbV www.darpg.nic.in vkSj www.pgportal.gov.in ij Hkh miyC/
jgrh gSA

4- lHkh dsUnzh; ea=kky;ksa o foHkkxksa esa f'kdk;r fuokj.k ds fy, cuk;k <k¡pk % Hkkjr ljdkj ds izR;sd ea=kky; o
foHkkx esa ,d la;qDr lfpo Lrj dk vf/dkjh funs'kd (f'kdk;r) ds :i esa ukfer fd;k tkrk gSA og ml ea=kky; ;k
foHkkx dks fu;ru fd;s x, dk;ksZa ds lEcU/ esa mBus okyh lHkh f'kdk;rksa ds fy, uksMy vf/dkjh gksrk gSA blls ekWuhVfjax
izkf/dkfj;ksa] tSls fd jk"Vªifr lfpoky;] iz/kuea=kh dk dk;kZy;] ea=kheaMy lfpoky; vkSj iz'kklfud lq/kj vkSj yksd
f'kdk;r foHkkx] dks leUo; vkSj f'kdk;r fuokj.k lEcfU/r i=kkpkj ds fy, ,d dsUnzfcUnq fey tkrk gSA

5- lsok lqiqnZxh esa lq/kj dk <+k¡pk (lsoksÙke) % f'kdk;r fuokj.k iz.kkyh yksd lsok lqiqnZxh ds ,d cM+s fo"k; dk
,d va'k gS vkSj blfy, yksd f'kdk;r fuokj.k ds ekeys esa cM+s iSekus ds n`f"Vdks.k ls Hkh ns[kus dh vko';drk gSA tcfd
;g t:jh gS fd fuft f'kdk;rksa dk fuokj.k izHkkoh :i ls] lkFk gh ;g vkSj Hkh vko';d gS fd f'kdk;r fuokj.k esa
O;oLFkk lq/kj dks Hkh è;ku esa j[kk tk,A bl dk;Ziz.kkyh dh vko';drk gS fd ftu ik¡p eq[; {ks=kksa esa o"kZ esa lcls vf/d
f'kdk;rsa izkIr gqbZ gksa mudh izfØ;k esa lq/kj bl izdkj ls yk;k tk, fd Hkfo"; esa oSlh f'kdk;rsa u mBsaA

6- lsoksÙke <+k¡pk % Hkkjr ljdkj ds ea=kky;ksa o foHkkxksa esa lsok lqiqnZxh dh izfØ;k esa lq/kj ykus dh n`f"V ls]
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx] ubZ fnYyh us dalyVSaV ds ekè;e ls f'kdk;r fuokj.k iz.kkyh dh O;oLFkk dk
fof/or :i ls lsok lqiqnZxh esa lq/kj ykus ds mn~ns'; ls iqu% voyksdu djok;kA o"kZ 2004&05 esa vusd iQhYM foftV~l
rFkk ijke'kks±] MSLd fjO;w] odZ'kki] ukxfjd xzqiksa ls ijLij laokn] vkSj varjkZ"Vªh; ^^cSLV izSfDVl~l** dk vè;;u iwjk fd;k
x;kA ifj.kke Lo:i ,d u;k <k¡pk rS;kj gqvk tks ^^lsoksÙke&,d fu/kZj.k lq/kj <k¡pk tks lsok lqiqnZxh esa Js"Brk yk,**
dgyk;kA lsoksÙke <+k¡ps esa rhu ewy ekWM~;wy gSa% (i) ukxfjd ifji=k (ii) yksd f'kdk;r fuokj.k iz.kkyh (iii) yksd lsok

2
(b) Monitoring role: In its monitoring role the Department acts as an external monitoring agency
and reviews the status of pending grievances in all the Central Ministries / Departments periodically. For
this purpose meetings of Directors of Public Grievances are organized and chaired by Joint Secretary /
Special Secretary / Secretary in DARPG. Normally 10 to 15 Ministries / Departments are invited for one
such meeting. Since June 2007, the Department also monitors on a daily / weekly / monthly basis the
progress of pending grievances through the Centralized Public Grievance Redress and Monitoring System
(CPGRAMS). The CPGRAMS is an internet based tool that links 89 Central Government Ministries /
Departments / Organizations. Seeking quarterly reports on various aspects of grievance redress is also a
part of the monitoring role of DARPG.
(c) Coordinating role: In its coordinating role the DARPG provides networking with 89 Central
Ministries / Departments / Organizations in Government of India through the CPGRAMS. The citizens
are free to lodge their grievances directly with the Ministry / Department concerned or to send them to
DARPG through the CPGRAMS. They are also free to send their grievance by post on any plain sheet of
paper or on a postcard / inland letter. Grievances received by post are also lodged on to the CPGRAMS and
sent to the Ministry concerned, by the Department, on behalf of the citizen and its receipt-cum-registration
number is sent to the citizen by post. The final reply when received from the redressing Ministry /
Department is also sent to the citizen by post. The DARPG publishes annually a consolidated list of
particulars and contact details of Directors of Public Grievances in all Central Ministries / Departments in
leading national dailies covering all the zones of India. This list is also accessible through- out the year on
the Department's website at www.darpg.nic.in and at www.pgportal.gov.in
4. Framework for redress of grievances in all Central Ministries / Departments: Each and every
Ministry / Department of Government of India has a Joint Secretary level officer designated as its 'Director
of Public Grievances' who is the nodal officer for redress of grievances on work areas allocated to each
Ministry / Department. It provides a single point of communication for monitoring authorities like
President's Secretariat, the Prime Minister's Office, Cabinet Secretariat, and the Department of
Administrative Reforms and Public Grievances to communicate with Ministries / Departments that
actually redress the grievances.
5. Framework for improvement of Service Delivery (Sevottam): The Grievance Redress Mechanism
is a part of a broader subject of public service delivery and as such a holistic view needs to be taken in the
matter of public grievance redress. While it is important to redress individual grievances efficiently it is
also important to adopt the systemic reforms methodology in the handling of grievances. This
methodology requires that top five areas in which the largest number of grievances have been received
during a year, should be identified by each Ministry / Department to take steps for reforming the processes
in a manner that eliminate the rise of such grievances in future.
6. The Sevottam framework: With a view to bringing systemic improvements in service delivery by
Government of India Ministries / Departments / Organizations,, the Department of Administrative
Reforms and Public Grievances, New Delhi engaged the services of a consultant to study the Grievance
Redress Mechanism through a systemic methodology in the context of the wider area of public service
delivery and its improvement. A number of field visits and field level consultations, desk reviews,
workshops, interaction with citizen groups and the study on international best practices in the sector were
taken up in 2004-05. The result was the creation of a new framework called 'Sevottam An Assessment
Improvement Framework for Bringing Excellence in Public Service Delivery”. The Sevottam has three
basic modules: (i) Citizen's Charter (ii) Public Grievance Redress (iii) Public Service Delivery

2
lqiqnZxh l{kerkA uhps nh xbZ vkÑfr 1 esa tSlk fn[kk;k x;k gS] bu rhuksa ekM;w
W ~ y esa vkxs rhu&rhu vkSj oxhZdj.k fd, x,
W ~ y ds <+k¡ps esa 33 ,fyeSUVl curs gSA bu 33
gSA blds ckn izkIr ukS ekunaMksa ls X;kjg ^,fyeSUVl* izkIr gq, ftuls rhu ekM;w
,fyeSUVl dk fooj.k www.darpg.nic.in ij miyC/ gSA
vkÑfr 1% lsoksÙke <+¡kpk
1- ukxfjd ifji=k 1-1 dk;kZUo;u
lsok 1-2 ekWuhVfjax
lqiqnZxh 1-3 iqu% voyksdu
fu/kZj.k 2- yksd f'kdk;r 2-1 jlhn
ds fy, fuokj.k 2-2 fuokj.k
2-3 cpko
,dhÑr
3- lsok lqiqnZxh 3-1 xzkgd
<+k¡pk 3-2 deZpkjh
{kerk
3-3 vk/kfjd lajpuk

Hkkjr ljdkj ds ea=kky;ksa] foHkkxksa laLFkkvksa }kjk viuh lsok lqiqnZxh esa lq/kj ykus ds fy, ;g <+k¡pk] ,dn`f"V dh
dk;Zfof/ miyC/ djkrk gSA
7- Hkkjrh; ekud 15700% 2005% Hkkjrh; ekud C;wjks] ubZ fnYyh ds lg;ksx ls iz'kklfud lq/kj vkSj yksd f'kdk;r
foHkkx us ,d Hkkjrh; ekud dk l`tu fd;k gS tks xq.koÙkk ds fodkl esa izcU/ ds fy, Hkkjrh; ekud gSA ;g ekud
varjkZ"Vªh; Lrj ds vkbZ,lvks 9000 J`¡[kyk ij vk/kfjr gSA vkbZ,l 15700% 2005 ds uke ls tkuk tkus okyk ;g ekud
fuEufyf[kr ekud vko';drk,a fdlh Hkh dk;Zdkjh yksd f'kdk;r fuokj.k iz.kkyh ds fy,] vko';d ekurk gS%
^^ 7-3 f'kdk;r ij dk;Zokgh%
laLFkk ,d izys[ku vk/kfjr izfØ;k LFkkfir djsxh tks f'kdk;r dk;Zokgh izfØ;k gksxhA bl f'kdk;r dk;Zokgh
izfØ;k esa fuEufyf[kr dk;Zokgh 'kkfey jgsxh%
v) f'kdk;rksa dks mBkus okys dk;Z {ks=kksa dks fof/or vafdr djuk vkSj fuokj.k ds fy, le; lhek fu/kZfjr djuk_
vk) bl f'kdk;r dk;Zokgh izfØ;k ij tkudkjh Li"V Hkk"kk esa vkSj lHkh dks vklkuh ls miyC/ iQkeks± esa nsukA bl
tkudkjh esa 'kkfey jgsxsa%
1) dgk¡ vkSj dSls f'kdk;r ntZ dh tk ldrh gS]
2) f'kdk;rdÙkkZ }kjk miyC/ djkbZ tkus okyh U;wure tkudkjh] vkSj
3) f'kdk;r fuokj.k ds fy, le;lhekA
b) fefM;k esa izdk'ku ls ;k oSc ij f'kdk;r fuokj.k iz.kkyh ij tkudkjh dk foLr`r izpkj o nwjHkk"k uEcj vkSj vU;
lEidZ fooj.k dks laLFkk esa] izeq[k :i ls Lokxr&d{k ij vkSj vU; LFkkuksa esa] iznf'kZr djukA
bZ) f'kdk;r izkIr gksus ij mldks fo'ks"k igpku la[;k nsuk vkSj frfFk vkfn ds lkFk mfpr fooj.k] vkSj ;fn dksbZ
rRdkfyd dk;Zokgh gS] rks og Hkh uksV djukA

3
Capability. Each of these three modules if further sub-divided into three criteria each as is shown in
Figure 1. Next, the nine criteria are further sub-divided in to 11 elements each thereby giving a total of 33
elements in the framework. Details of the 33 elements are available at www.darpg.nic.in
Figure 1: Sevottam Framework

1. Citizen’s Charter 1.1 Implementation


Integrated 1.2 Monitoring
Framework 1.3 Review
for 2. Public Grievance 2.1 Receipt
Assessing Redress 2.2 Redress
Service 2.3 Prevention
Delivery 3. Service Delivery 3.1 Customers
Capability 3.2 Employees
3.3 Infrastructure

The framework provides a focused methodology to Ministries / Departments / Organizations in


Government of India that are taking up Service Delivery improvement initiatives.
7 Indian Standard 15700: 2005: The Department of Administrative Reforms and Public Grievances
in collaboration with the Bureau of Indian Standards, New Delhi, has developed an Indian Standard for
Quality Management. This Standard is based on IS / ISO 9000 series. The IS 15700 : 2005 provides for the
following standard features of that are essential for any workable Public Grievance Redress System:
“7.3 Complaint Handling :
The organization shall establish a documented procedure for complaint handling process. Various steps in
the complaints handling process shall include the following:
a) Identification of complaint prone areas in a systematic manner and determine the time norms for
their redress;
b) Providing information concerning complaints handling process in clear language and formats
accessible to all. Such information shall include:
1) Where and how the complaints can be made,
2) Minimum information to be provided by complainant, and
3) Time limits within which the complaint will be closed.
c) Widely publicizing the information about complaints handling process through print, web and
other media. The name, address, telephone number and other contact details of the public
grievance officer of the organization shall also be displayed prominently at the reception and other
convenient places in the organization.
d) Unique identification of the complaint and recording necessary information including relevant
details of complaint, remedy requested, due date of redress, relevant data related to the complaint
and immediate action to be taken (if any)

3
m) f'kdk;r dh tk¡p vkSj izR;sd dh xEHkhjrk ds vk/kj ij rRdky] eq[;] ;k vkaf'kd esa oxhZdj.kA

Å) izR;sd f'kdk;r dh rRdky ikorh] ftlesa fo'ks"k igpku la[;k] fuokj.k esa yxus okyk le;] Hkfo"; esa lEidZ
djus ds fy, vf/dkjh dk uke inuke] o nwjHkk"k la[;k gks] tkjh dh tkuh pkfg;sA

,) f'kdk;r ds mBus dh fLFkfr vkSj miyC/ djkbZ tkudkjh dh tk¡p djukA f'kdk;r dh xEHkhjrk ds vuqlkj gh
tk¡p dh xgjkbZ gksuh pkfg;sA ;fn f'kdk;r dk fuiVku rqjUr ugha gks ldrk rks bl ckr dh lwpuk f'kdk;rdÙkkZ
dks Hksth tk,xh] vkSj f'kdk;r ij dk;Zokgh bl izdkj dh tk,xh fd izHkkoh fuokj.k tYn&ls&tYn gks ldsA

,s) f'kdk;r ij vfUre fu.kZ; dks rRdky gh f'kdk;rdÙkkZ dks lwfpr fd;k tk,xk] vkSj mlls izfriqf"V yh tk,xhA
;fn fu.kZ;] ek¡xh xbZ jkgr ds vuqlkj ugha gS rks mldk dkj.k crkrs gq,] vkSj vihy ds fy, ekxZ crkrs gq,]
f'kdk;rdÙkkZ dks lwfpr fd;k tk,xkA blds ckn f'kdk;r dks cUn dj fn;k tk,xkA

Î) ;fn lkekU; f'kdk;r fuokj.k iz.kkyh ls mRrj izkIr ugha gksrk gS] rks ,slh fLFkfr esa lEidZ ds fy,
^^vksecMLeSu** dks ukfer djukA

^^3- 'krs± vkSj ifjHkk"kk,a%

3-2 f'kdk;r ;k dEiysUV% ,d laLFkk ds le{k fd;k x;k ,slk Hkko ;k fopkj ftlls lsok mRiknu vkSj@;k izfØ;k ls
vlarqf"V O;Dr gks vkSj tgk¡ mlds fuokj.k dh Li"V ;k vLi"V vk'kk gksA

3-3 f'kdk;rdrkZ% O;fDr ;k laxBu ;k mldk izfrfuf/ ftlus f'kdk;r dh gksA

3-4 f'kdk;r dk;Zokgh mn~ns';% ,slh pht ;k mn~ns'; tks f'kdk;r ij dk;Zokgh ls lEcfU/r gksA

3-5 miHkksDrk% O;fDr ;k laLFkk tks ,d lsok vkSj@;k mRiknu izkIr djrk gks@djrh gksA

3-6 miHkksDrk larqf"V% ,slh Hkkouk ftlls miHkksDrk dks yxs fd ,d fMxzh rd mldh vko';drk,a iwjh gqbZ gSaA
fVIi.kh% (1) miHkksDrk f'kdk;r lkekU;r% ;g ladsr nsrh gS fd miHkksDrk larqf"V fuEu Lrj dh gS] ysfdu mudh
vuqifLFkfr ;k u gksuk] ;g ladsr ugha nsrk fd miHkksDrk larqf"V mPp Lrj dh gSA (2) ;fn miHkksDrk
vko';drk,a miHkksDrk ds fy, iwjh Hkh gks tkrh gS rks Hkh ;g bl ckr dh iqf"V ugha djrk fd miHkksDrk larks"k
mPp Lrj dk gSA

3-7 izfriqf"V% fopkj] jk;] fVIi.kh] lq>ko vkSj larks"k ;k vlarks"k dh HkkoukA

3-8 izfr:irk (ukWu&dUiQkfeZVh)% ,d vko';drk dk iwjk u gksukA

3-9 yksd lsok laxBu% ,d ,slk laxBu tks O;kid turk dks lsok lqiqnZxh djrk gks] vkSj@;k ftlds dk;Z tufgr dks
izHkkfor djrs gksaA mnkgj.k% ljdkj ds ea=kky;] foHkkx] jsxqysVªh fudk;] tu mi;ksxh lsok,a iznku djus okyk]
bR;kfnA fVIi.kh% bl ekud esa tgk¡ Hkh ^laxBu* 'kCn dk mi;ksx gqvk gS] ogk¡ vfHkizk; ^yksd lsok laxBu* ls gSA

3-10 xq.koÙkk% og va'k tgk¡ rd ewy izkÑfrd xq.kksa }kjk vko';drk,a iwjh gksrh gSaA

4
e) Scrutiny of the complaint and its categorization as critical, major or minor depending upon its
seriousness and severity.
f) Acknowledgement of each complaint promptly giving the complaint number along with an
indication of the redress time and the name designation and telephone number of the employee to
be contacted for all future correspondence
g) Investigation of relevant circumstances and information relating to the complaint. The level of
investigation shall be commensurate with the seriousness and severity of the complaint. If the
complaint cannot be immediately resolved, it shall be dealt in a manner which would lead to its
effective redress as soon as possible and the complainant shall be intimated.
h) Communication of the decision to the complainant regarding his complaint immediately after the
decision is taken and getting his feedback. In case the decision is not in line with the remedy
requested by the complainant the justification for the decision taken along with alternative internal
and external recourse available for appeal shall also be intimated after which the complaint shall
be closed; and
i) Nominating 'Ombudsman' who could be approached if normal service delivery mechanism does
not respond.”
“3. Terms and Definitions :
3.2 Complaint (Grievance): Expression of dissatisfaction made to an organization related to its
products, services and /or process (es) where a response or resolution is explicitly or implicitly
expected.
3.3 Complainant: Person or organization or its representative, making a complaint.
3.4 Complaint Handling Objective: Something sought or aimed for related to complaints handling.
3.5 Customer: Organization or person that receives a product and /or service.
3.6 Customer Satisfaction: Customer's perception of the degree to which the customer's requirements
have been fulfilled. NOTES: (1) Customer complaints are a common indicator of low customer
satisfaction, but their absence does not necessarily imply high customer satisfaction. (2) Even
when customer requirements have been agreed with the customer and fulfilled, this does not
necessarily ensure high customer satisfaction.
3.7 Feedback: Opinions comments, suggestions, and expressions of satisfaction / dissatisfaction.
3.8 Non-conformity: Non fulfillment of a requirement.
3.9 Public Service Organization: An organization which provides services (s) to public at large and
/or whose activities influence public interest. Example: Government ministries and departments,
Regulatory bodies, Public Utility service providers etc. NOTE. Wherever the term 'organization'
has been used in this standard, it means 'public service organization'.
3.10 Quality: Degree to which a set of inherent characteristics fulfils requirements.

4
3-11 lsok% og ifj.kke tks laxBu ds vakrfjd dk;ks± }kjk vkSj os dk;Z tks miHkksDrk vkSj laxBu ds chp ijke'kZ LFkkfir
djrs gksa ftuls miHkksDrk dh vko';drk iwjh gksrh gSA
3-12 lsok lqiqnZxh% laxBu dh dk;Zokgh] ftlesa miHkksDrk ijke'kZ 'kkfey gks] tks lsok nsus ds fy, vko';d gSaA
3-13 lsok xq.koÙkk mn~ns';% lsok xq.koÙkk ls tqM+k dqN Hkh ftls ikus dk iz;Ru fd;k tk lds vkSj tks y{; tSlk gksA
3-14 lsok xq.koÙkk uhfr% laxBu ds eq[; mn~ns'; o fn'kk tks lsok xq.koÙkk ls lEcfU/r gks vkSj mPp izcU/ }kjk
vkSipkfjd :i ls ?kksf"kr dh xbZ gksA**
8- la;qDr lfpo vkSj mlls mPp inksa ds vf/dkfj;ksa dh f'kdk;rksa ds fuokj.k ds fy, LFkk;h lfefr%
la;qDr lfpo o mlls mPp in ds vf/dkfj;ksa dh f'kdk;rksa ds fuokj.k ds fy, ,d LFkk;h lfefr dk xBu]
eaf=keaMy lfpoky; ds fnukad 13 vxLr 2004 ds vkns'k la[;k 501@2@8@2004&lh,oh ds vk/kj ij fd;k x;k gSA bl
lfefr dk xBu iz/kuea=kh ds vuqeksnu ls blfy, fd;k x;k gS rkfd og f'kdk;r fuokj.k O;oLFkk esa lq/kj ykus ds fy,
lq>ko nsA blds fy, LFkk;h lfefr] fo'ks"k f'kdk;rksa ij] ,sls lHkh vf/dkfj;ksa ls ijLij laokn djrh gS tks la;qDr lfpo
o mls mPp inksa ij dsUnz ljdkj ds ea=kky;ksa] foHkkxksa dk;kZy;ksa vkSj lkoZtfud {ks=kd esa dk;Z dj jgs gSaA LFkk;h lfefr ,sls
Hkh lHkh vf/dkfj;ksa ls ijLij laokn djrh tks jkT; ljdkjksa esa lkekUrj inksa ij gSa] vkSj ftudh f'kdk;rksa ds ekeysa dsUnz
ljdkj dh 'kfDr;ksa ds {ks=k esa vkrs gSaA iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx LFkk;h lfefr ds fy, lfpoky; dk
dk;Z djrk gSA LFkk;h lfefr dh dk;Z iz.kkyh bl ladyu ds vè;k; 3 esa fn, vkns'kksa esa nh xbZ gSA o"kZ 2009 rd lfefr us
168 dsl ij fopkj fd;k ftudk fo'ys"k.k ukS eq[; dk;Z {ks=kksa esa fd;k x;k] tks vè;k; 3 dh rkfydk 1 esa fn;k x;k gSA
9- f'kdk;r fuokj.k iz.kkyh dk <+k¡pk%
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx ds vykok fuEufyf[kr laxBu] f'kdk;rksa dks izkIr djus ds fy,
dsUnz fcUnq ukfer fd;s x;s gSa%
v) jk"Vªifr lfpoky; dk yksd Lda/ vkSj mldh oSclkbV
vk) iz/kuea=kh dk;kZy; esa yksd Lda/
b) eaf=keaMy lfpoky; esa yksd f'kdk;r funs'kky;
bZ) isa'ku vkSj isa'kulZ dY;k.k foHkkx
mi;qZDr lwph us lHkh uksMy ,tSUlhl Mkd }kjk rFkk vkWuykbu f'kdk;rsa ukxfjdksa ls izkIr djrh gS vkSj mUgsa fuokj.k ds
fy, okafNr dsUnzh; ea=kky; ;k foHkkx ;k laLFkku dks Hkstrh gSA ;s uksMy ,tSUlh f'kdk;rksa dks izsf"kr djus ds ckn ekWuhVj
djrh gS ysfdu f'kdk;rksa dk fuokj.k dsoy mlh ea=kky; ;k foHkkx }kjk fd;k tk ldrk gS ftls f'kdk;r lEcfU/r dk;Z
^^dk;Z fu;ru fu;e 1961** }kjk fu;r fd;k x;k gSA ;s fu;e ea=kheaMy lfpoky; dh oSclkbV http://cabsec.gov.in
ij miyC/ gSA
9-1 jk"Vªifr lfpoky; esa ^^f'kdk;rksa ds fy, gSYiykbu**%
jk"Vªifr lfpoky; esa ^^f'kdk;rksa ds fy, gSYiykbu** uked iksVZy http://helpline.rb.nic.in gS] ftl ij ukxfjd
jk"Vªifr lfpoky; esa yksd Ld/
a dks viuh f'kdk;r Hkst ldrs gSA os bl ds }kjk f'kdk;r dh ikorh vkSj vafre mÙkj Hkh
ik ldrs gSaA f'kdk;r nk;j djus ds ckn ml ij gks jgh dk;Zokgh dh fLFkfr Hkh iksVZy ij ns[kh tk ldrh gSA ysfdu ;g
^gSYiykbu* dsoy f'kdk;r nk;j djus ds fy, gSA f'kdk;rksa dk fuokj.k ^^dk;Z fu;ru fu;e 1961** }kjk

5
3.11 Service: The results generated by activities at the interface between the organization and the
customer and by organization's internal activities, to meet customer requirements.
3.12 Service Delivery: The organizations' activities including those at the customer interface,
necessary to provide the service.
3.13 Service Quality Objectives: Something sought and aimed for, related to service quality
3.14 Service Quality Policy: The overall intentions and direction of an organization as regards service
quality, as formally expressed by top management. “
8. Standing Committee on Redress of Grievances of officers of the level of Joint Secretary and above:
A Standing Committee to Redress the Grievances of officers of the level of Joint Secretary and
above has been constituted as per Cabinet Secretariat Order No. 501 / 2/8/2004- C.A.V dated 13th August
2004. The Committee has been constituted with the approval of the Prime Minister to suggest systemic
changes to improve the grievance redress mechanism. For this purpose the Standing Committee interacts
with officers of the level of Joint Secretary and above working in the Central Government Ministries /
Departments / Offices as well as PSUs and Autonomous Organizations under their control regarding their
specific grievances. The Standing Committee also interacts with officers of corresponding levels
working in the State Governments regarding such grievances the redress of which comes exclusively
under the domain and the authority of Central Government. The Department of Administrative Reforms
and Public Grievances serves as the Secretariat for the Standing Committee. The composition and
Operational Framework of the Standing Committee are given in orders reproduced in Chapter III of this
Compilation. Till the year 2009 the Standing Committee had considered 168 cases. The nine broad areas
to which these cases pertain are also given in Table 1 in Chapter III.
9. Organizational Structure For Redress Of Grievances:
Apart from the Department of Administrative Reforms and Public Grievances, the following have
been designated as the nodal agencies for receiving grievances from the citizens :
a) The Public Wing in Rashtrapati Bhawan Secretariat and its website
b) The Public Wing in the Prime Minister's Office
c) The Directorate of Public Grievances in Cabinet Secretariat
d) The Department of Pensions and Pensioners' Welfare
All the above nodal agencies receive the online as well as postal grievances from the public and forward
them to the Central Ministries / Departments / Organizations concerned. The nodal agencies forward and
monitor the grievances but these can be redressed only by the Ministries / Departments to which the
grievance related function has been allocated as per Allocation of Business Rules 1961. These Rules can
be accessed at the website of Cabinet Secretariat.
9.1 ''Helpline for Grievances'' in President's Secretariat:
The Public Wing of the President's Secretariat, has a helpline portal at http://helpline.rb.nic.in on which a
citizen may lodge a request or a grievance, view its status, receive acknowledgment and final reply after
redress of the grievance. However, this helpline is only a lodging and monitoring facility and grievances
are in effect redressed only by the Ministry / Department / concerned, to which the work relating to a

5
dk;Z fu;e fd, x, ea=kky; ;k foHkkx }kjk gh fd;k tk,xkA mij nh lwpuk vuqlkj ;s fu;e eaf=keaMy lfpoky; dh
oSclkbV http://cabsec.gov.in ij miyC/ gSaA gSYiykbu iksVZy dk dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj ekWuhVfjax
iz.kkyh* ds lkFk ,dhdj.k fd;k x;k gSA
9-2 iz/kuea=kh dk;kZy; esa yksd Lda/%
iz/kuea=kh dk;kZy; esa yksd Lda/ Hkh yksxksa ls f'kdk;rsa cM+h la[;k esa izkIr djrk gS gkyakfd ;s f'kdk;rsa fofHkUu
ekeyksa ij gksrh gSaA ;s f'kdk;rsa vkfFkZd] eSfMdy] ukSdjh fnyokus] fofHkUu dk;ks± ds fy, lans'k ds :i esa ;k ljdkjh dk;Z
lq/kjus ds :i esa gksrh gSaA f'kdk;rsa vyx&vyx dj] fuokj.k ds fy, ea=kky;ksa dks Hkst fn;k tkrk gSA dqN ekeys ftu ij
è;ku nsuk vko';d gksrk gS] mUgsa okafNr ea=kky;ksa ds lkFk dk;Zokgh iwjh gksus rd ns[kk tkrk gSA
9-3 ea=kheaMy lfpoky; esa yksd f'kdk;r funs'kky;%
Hkkjr ljdkj esa o"kZ 1987 esa gq, iqu% voyksdu ds ckn yksd f'kdk;r fuokj.k iz.kkyh ds fy, ,d u, ^^yksd
f'kdk;r funs'kky;** dk xBu djus dk fu.kZ; fy;k x;k] ftls eaf=keaMy lfpoky; ds vUrxZr LFkkfir fd;k x;kA vr%
1 vizSy 1988 ls] ^^yksd f'kdk;r funs'kky;** us viuk dk;Z vkjaHk fd;kA igys os ,sls pkj ea=kky; ;k foHkkx ns[krk Fkk
tgk¡ vR;f/d yksd f'kdk;rsa mBus dh lEHkkouk FkhA ckn esa dqN vkSj foHkkx Hkh funs'kky; dh lwph esa tksM+s x,A vr% vc
;g funs'kky; 14 foHkkxksa] laLFkkvksa dh f'kdk;rksa dks ns[krk gS%
1- jsy ea=kky; vkSj mlds miØe
2- Mkd foHkkx
3- nwjlapkj foHkkx] egkuxj VsyhiQksu fuxe fyfeVsM vkSj fons'k lapkj fuxe fyfeVsM lfgr
4- vkfFkZd&dk;Z foHkkx esa cSafdx Lda/] ifCyd lSDVj cSadks lfgr
5- vkfFkZd&dk;Z foHkkx esa chek Lda/ vkSj jk"Vªh; cpr Ldhe Lda/] ,yvkbZlh] thvkbZlh vkfn ifCyd
lSDVj chek dEifu;ksa lfgr
6- 'kgjh fodkl ea=kky;] MhMh,] lhihMCywMh vkSj lEink funs'kky; lfgr
7- lM+d ifjogu ea=kky; vkSj mlds miØe
8- ukxj foekuu ea=kky;] foekuiÙku izkf/dj.k] bfUM;u ,;jykbUl] vkSj ,;j bfUM;k lfgr
9- fons'k ea=kky; esa {ks=kh; ikliksVZ izkf/dj.k
10- Je 'kfDr ea=kky; esa búihú,iQúvksú
11- LokLF; ,oa ifjokj dY;k.k ea=kky; esa dsUnzh; ljdkj LokLF; ;kstuk
12- Je ea=kky; esa b,lvkbZlh ds vLirky o fMLiSUljh
13- isVªksfy;e vkSj izkÑfrd xSl ea=kky;
14- f'k{kk foHkkx] tks dsUnzh; fo'ofo|ky; vkSj dsUnzh; fo|ky; ns[krk gSA
fnukad 25 ekpZ 1988 ds ljdkjh ladYi ftldsa vUrxZr funs'kky; dk xBu fx;k x;k] esa fuEufyf[kr eq[;
izko/ku gSa%
(i) f'kdk;r dh xaHkhjrk dks ns[krs gq, vkSj f'kdk;r dh lR;rk dh iqf"V djus ds ckn gh f'kdk;r dks Lohdkj

6
particular grievance has been allocated as per Allocation of Business Rules, 1961. As stated above, the
Allocation of Business Rules are accessible in the public domain on the website of Cabinet Secretariat at
http://cabsec.gov.in The Helpline Portal is integrated with the online Centralized Public Grievance
Redress and Monitoring System (CPGRAMS).
9.2 The Public Wing of the Prime Minister’s Office:
The Public Wing of the PMO receives a large number of petitions which are given the name of public
grievances though their nature varies from case to case. The petitions include requests for financial,
medical aid, job placements, messages for various functions, suggestions for improving governance, etc.
and grievances also. The petitions are properly segregated in the PMO and forwarded to the Ministries/
Departments concerned for necessary action. A few cases which deserve closer attention are pursued by
the PMO, once again with the Ministry/Department concerned.
9.3 The Directorate of Public Grievances, Cabinet Secretariat:
Based on a review of the machinery for redress of public grievances in the Government of India made
in 1987, the Government, inter-alia, decided to set up a new organization in the form of the Directorate of
Public Grievances in the Cabinet secretariat. Accordingly, the Directorate of Public Grievances came into
being with effect from 1April, 1988 with four Departments, which were more prone to public complaints,
in its jurisdiction. Subsequently, some more Departments were added to the purview of the directorate.
The Directorate is now looking into the grievances relating to 14 Departments/Organisations as follows:-
1. Ministry of Railways and its undertakings;
2. Departments of Posts;
3. Department of Telecommunications, including Mahanagar Telephone Nigam Ltd. (MTNL)
and Videsh Sanchar Nigam Ltd;
4. Banking Division of the Department of Economic Affairs, including Public Sector Banks;
5. Insurance Division and national Savings Scheme Division of the Department of Economic Affairs,
including Public Sector Insurance Companies viz LIC, GIC and their subsidiaries;
6. Ministry of Urban Affairs including DDA, CPWD and Directorate of Estates;
7. Ministry of Surface Transport and its undertakings;
8. Ministry of Civil Aviation including Airport Authority, Indian Airlines and Air India;
9. Regional Passport Authority under the Ministry of External Affairs;
10. Employees Provident Fund Organisations under the Ministry of Labour;
11. Central Government Health Scheme under the Ministry of Health and FamilyWelfare;
12. Employees State Insurance Corporation (ESIC) Hospitals and Dispensaries directly managed
by ESIC under the Ministry of Labour;
13. Ministry of Petroleum and Natural Gas; and
14. Department of Education (Ministry of Human Resource Development) which covers Central
Universities and Kendriya Vidyalayas;
The Government Resolution dated 25 March, 1988, setting up the Directorate contains the following
important provisions:
(i) It will take up complaints after fully satisfying itself about the bonafides of the complaints and
keeping in view the gravity of the subject matter of the grievance. In other words, the Directorate

6
fd;k tk,xkA ;kfu funs'kky; dks ,d ^^,sisysV ckSMh** ds :i esa l`ftr fd;k x;k gS tks pquh gqbZ f'kdk;rksa
ij Nkuchu Hkh djsxh] fo'ks"kdj ,slh f'kdk;rsa ftudk fuokj.k ugha gqvk gSA

(ii) funs'kky;] ds ikl vf/dkj gSa fd og okafNr ea=kky;ksa] foHkkxksa ls iQkbysa@dkxtkr eaxokdj ns[ks fd D;k
f'kdk;r ij U;k;ksfpr o len`f"V ls dk;Zokgh gqbZ gS] vkSj D;k f'kdk;r ij vfUre fu.kZ; dks mfpr le; esa
lwfpr fd;k x;k gSA funs'kkuqlkj funs'kky; }kjk ek¡xha xbZ iQkbysa] ea=kky;ksa dks N% lIrkg esa miyC/ djkuh
gSA

(iii) tgk¡ funs'kky; dks ;g larqf"V ugha gksrh fd f'kdk;r dk fuokj.k len`"V o U;k;ksfpr rjhds ls fd;k x;k
gS] ogk¡ og mfpr laLrqfr;kW dj ldrh gSA bu laLrqfr;ksa dks ea=kky; }kjk ,d ekg esa dk;kZfUor djuk gksxkA

(iv) ;fn f'kdk;r dk fuokj.k ea=kh Lrj ij fd;k tk pqdk gS ;k ;fn dksbZ ekeyk uhfr lEcfU/r gS] rks mls
funs'kky; ugha ysrkA og lsok lEcfU/r f'kdk;rksa dks Hkh Lohdkj ugha djrkA ysfdu ;fn f'kdk;r lsok
fuo`fÙk ij feyus okyh xzSt;wfV vkfn ds lEcfU/r gSa rks og mUgsa dk;Zokgh ds fy, Lohdkj djrk gSA
dkWUVªsDV] ;k ,sls ekeysa tks dksVZ esa yfEcr gksa ;k ftu ij ^Dokth t;wfMf'k;y* fu.kZ; yfEcr gks] mUgsa Hkh
funs'kky; Lohdkj ugha djrkA

vr% funs'kky; dsoy dqN fo'ks"k izdkj ds f'kdk;rksa ds fy, gh ^,isysV* izkf/dkjh ds :i esa dk;Z djrk gSA
mldh eq[; ftEesnkjh ea=kky;ksa] foHkkxksa esa LFkkfir f'kdk;r fuokj.k iz.kkyh gSA iz'kklfud lq/kj vkSj yksd f'kdk;r
foHkkx uhfr lEcfU/r ekxZfunsZ'kksa ds fy, uksMy izkf/dkjh gSA og foHkkx ea=kky;ksa esa vkarfjd f'kdk;r fuokj.k iz.kkyh dks
lqn`<+ cukus ds fy, funsZ'k tkjh djrk jgsxkA

9-4 isa'ku vkSj isa'ku dY;k.k foHkkx%

;g foHkkx lsok fuo`fÙk ls lEcfU/r lHkh ekeyksa ij uhfr fu/kZj.k ,tsUlh gS] vkSj fuo`fÙk ls lEcfU/r lHkh
f'kdk;rksa dk fuokj.k ekWuhVj djrk gSA ohvkbZih lanHkksZ ds vykok lHkh f'kdk;rksa dks fuokj.k ds fy, okafNr ea=kky; Hkst
fn;k tkrk gS D;ksafd isa'ku vkSj vU; lsok fuo`fÙk dk Hkqxrku fodsUnzhÑr rjhds ls fd;k tkrk gSA uhfr lEcfU/r dsl gh
foHkkx }kjk fy, tkrs gSaA

7
was envisaged as an Appellate Body investigating grievances selectively and particularly those
where a complainant has failed to get redress at the hands of the internal machinery and
the hierarchical authorities.
(ii) The Directorate has authority to call for relevant files/papers from the Ministries/Departments
concerned with a view to examining whether the grievance has been dealt with in a fair, objective
and just manner and whether a decision containing reasons has been communicated to the
complainant within a reasonable time. Under the existing instructions, reports/files called for by
the Directorate from the Ministries are required to be furnished by them within a period of six
weeks.
(iii) Where the Directorate is satisfied that the grievance has not been dealt with in a fair, just
and objective manner, it makes suitable recommendations for consideration and adoption by
the concerned Ministries/Departments. The recommendations made by the Directorate are
required to be implemented within a period of one month.
(iv) The Directorate does not concern itself with policy matters or where a grievance has already
been disposed of at the level of Minister. It also does not entertain grievances relating to service
matters (excluding those relating to payment of terminal benefits like gratuity, provident fund,
etc.), commercial contracts or cases which are subjudice or where quasi-judicial procedures
are prescribed for decision making.
The Directorate is expected to act as an appellate body investigating only selected grievances. The
main responsibility in the sphere of redress of public grievances continues to be with the internal machinery
set up in the various Ministries/Organisations. The Department of Administrative Reforms and Public
Grievances continues to function as the nodal agency for issue of policy guidelines and instructions for
strengthening the internal machinery in the government Departments.
9.4. The Department of Pensions and Pensioners’ Welfare:
The Department of Pensions and Pensioners’ Welfare, being a policy formulation agency for all
matters pertaining to pensions and retirement benefits of government officials, handles all grievances
pertaining to their retirement benefits. All grievances received, except VIP references, are transferred to
the Ministry/Department concerned for setting the grievance since the payment of pensions and retirement
dues is de-centralized. The Department takes up only those cases wherein any policy issue is involved.

7
la;qDr lfpo o mlls mPpinksa ij
vf/dkfj;ksa ds fy, f'kdk;r
fuokj.k iz.kkyh
FRAMEWORK FOR REDRESS OF GRIEVANCE
FOR OFFICERS OF THE LEVEL OF
JOINT SECRETARY AND ABOVE
vè;k; & 2

la;qDr lfpo o mlls mPpinksa ds vf/dkfj;ksa


dh f'kdk;rksa ds fuokj.k ds fy, iz.kkyh
la 501@2@8@2004&lh-,-oh
ea=kheaMy lfpoky;
jk"Vªifr Hkou
fnukad% 13 vxLr] 2004

fo"k;% la;qDr lfpo rFkk mlls mPp Lrj ds vf/dkfj;ksa dh f'kdk;rksa ds fuokj.k ds fy, LFkk;h lfefr dk
xBu

iz/kuea=kh ds vuqeksnu ls ;g fu.kZ; fy;k x;k gS fd f'kdk;r fuokj.k iz.kkyh esa lq/kj ykus ds lq>ko nsus ds fy,
,d LFkk;h lfefr dk xBu fd;k tk,A ;g lfefr ,sls lHkh la;qDr lfpo vkSj mlls mPp Lrj ds] tks fd dsUnz ljdkj
ea=kky;ksa vkSj foHkkxksa vkSj laLFkkvksa ;k muds v/huLFk lkoZtfud {ks=k o laLFkkvksa vkSj Lok;Rr fudk;ksa esa dk;Zjr gSaA LFkk;h
lfefr jkT; ljdkjksa esa Hkh rSukr blh Lrj ds vf/dkfj;ksa ls Hkh ijLij laokn djsxh ftudh f'kdk;rksa ds fuokj.k dk dk;Z
iwjh rjg ls dsUnz ljdkj ds vf/dkj {ks=k esa vkrk gSA

2- LFkk;h lfefr dk la?kVu fuEufyf[kr gksxk%&


(d) ea=kheaMy lfpo
([k) iz/kuea=kh ds eq[; lfpo
(x) lfpo] dkfeZd rFkk izf'k{k.k foHkkx

3- lfefr viuh dk;Z O;oLFkk vkSj izfØ;k Lo;a fu/kZfjr djsxhA lfefr dks iz'kklfud lsok dkfeZd vkSj izf'k{k.k
foHkkx }kjk nh tk,xhA

4- LFkk;h lfefr dk;Z dh eq[; iz.kkyh layXu gSA

gLrkú
(jktho jatu)
funs'kd
nwjHkk"k% 23792018

lsok esa
LFkk;h lfefr ds lHkh lnL;ksa dks

10
CHAPTER & 2
Framework for Redress of Grievance for
Officers of the level of Joint Secretary and Above
No.201/2/8/2004-C.A.V
CABINET SECRETARIAT
RASHTRAPATI BHAWAN

Dated the 13rd August, 2004

Subjects:- Constitution of a Standing Committee in respect of grievances of officers of


the level of Joint Secretary and above.

It has been decided, with the approval of the Prime Ministers to constitute a standing committe to
suggest systemic changes to improve the dressmechanism. For this purpose, the Standing committee
would interact with officers of the level of joint Secretary and above, working in the Central Government
Ministries/Departments/ Offices as well as PSUs and Autonomous Organisations under their control
regarding their specific grievances. The Standing Committee would also interact with officers of
corresponding levels working in the State Governments regarding such grievances, the redress of which
comes exclusively under the domain and the authority of the Central Government.
2. The composition of the Standing Committee shall be as follows:
i. Cabinet Secretary
ii. Principal Secretary to Prime Minister
iii. Secretary, Department of Personnel & Training
3. The committee shall be free to determine its own system and procedure and shall be serviced by
the Department of Personnel and Training.
4. The broad frame work within which the Standing Committee shall function is enclosed.

Sd/-
(Rajeev Ranjan)
Director
Tel.: 2-3792018
To
All Members of the Standing Committee.

10
f'kdk;r fuokj.k ij LFkk;h lfefr dh% dk;Z iz.kkyh

(i) eq[;r% lfefr dh ftEesnkjh gksxh fd f'kdk;r fuokj.k O;oLFkk esa lq/kj ykus ds lq>ko nsaA fo'ks"k f'kdk;rksa ij
lfefr ,sls vf/dkfj;ksa ls ijLij laokn djsxh ftudh f'kdk;rksa ls O;oLFkk esa de”kksjh mtkxj gksrh gksA mlds
ckn lfefr ml detksjh dks lq/kjus ds fy, lq>ko nsxhA mn~ns'; ;g gS fd miyC/ O;oLFkk izHkkoh vkSj
tokcns; gksA

(ii) lkekU;r% lfefr lIrkg esa ,d ckj viuh cSBd cqyk,xh ftlesa izkIr f'kdk;rksa ij fopkj fd;k tk,xkA

(iii) tgk¡ rd dsUnzh; ljdkj esa la;qDr lfpo vkSj mlls mPp Lrj dk iz'u gS] lfefr lsok lacfU/r lHkh ekeyksa ij
f'kdk;rksa dks Lohdkj djsxhA tgk¡ vko';d gks lfefr vf/dkjh dks cqykdj ijLij laokn Hkh dj ldrh gSA

(iv) jkT; ljdkjksa esa mlh Lrj ds vf/dkfj;ksa ds lEcU/ esa lfefr dsoy ,slh f'kdk;rksa dk fuokj.k djsxh ftu ij
vfUre fu.kZ; dsUnz ljdkj dk gksA

(v) vuq'kklfud dk;Zokgh vkSj dksVZ esa yfEcr ekeyksa ij f'kdk;rksa ij lfefr fopkj ugha djsxhA

(vi) lHkh f'kdk;rksa dks lfpo dkfeZd vkSj izf'k{k.k foHkkx ds uke ls Hkstk tk,xkA

(vii) lfpo (dkfeZd) izR;sd f'kdk;r dks igys ns[ksaxs vkSj fu.kZ; ysxsa fd lfefr ds {ks=k esa og vkrh gS ;k ughaA fiQj
Hkh bl ekeys ij vfUre fu.kZ; lfefr dk gh gksxkA

(viii) lfefr f'kdk;r djus okys vf/dkjh ls dksbZ lh/k i=kkpkj ugha djsxh vkSj u gh mls dksbZ mÙkj HkstsxhA

(ix) ;g dk;Z foHkkxksa ds lkekU; dk;ksZ ds vUrxZr gksrk jgsxkA lfefr miyC/ ljdkjh fu.kZ; O;oLFkk dks izfrLFkkfir
liykUV ugha djsxhA og

(d) tgk¡&tgk¡ foyEc ns[kk ;k ik;k tkrk gS ogk¡ fu.kZ; djds 'kh?kz djkus esa en~n djsxhA
([k) ,sls lHkh fu;e ;k vkns'k] tks ck/d cu jgs gksa] ;k tks fo'ks"k :i ls d"Vnk;h gksa vkSj dksbZ mn~ns'; iwjk
u dj jgs gksa] mUgsa jn~n djk,xhA
(x) vf/dkfj;ksa dh f'kdk;rksa ds dkj.kksa esa lq/kj djok,xh ftlls Hkfo"; esa f'kdk;r [kM+h gh u gksA

11
Standing Committee on Redress of Grievances : Operational Framework

(i) The committee would be primarily responsible for suggesting systemic changes in the grievance
redress mechanism. It would also interact with officers on their specific grievances to identify the
weaknesses in the existing grievance refress mechanism and thereafter make specific suggestions
for removing such weaknesses and effecting cutiable systemic changes. The intention is to make
existing mechanixm effective and responsive.

(ii) The Committee shall ordinarily meet once every week to consider the grievances received.

(iii) The Committee shall entertain grievances relating to the entire range of service matters and
conditions in so far as officers of JS level and above working in the Central Government are
concerned. Wherever considered necessary, the committee shall grant a personal hearing to the
aggrieved oficer.

(iv) AS regards officers of corresponding levels working int he State Governments, the Committee
shall entertain only such grievances in respect of which the final decision lies with the Central
Government.

(v) The Committee, however, shall not consider grievances relating to matters which are sub judice or
form part of a disciplinary proceeding.

(vi) All grievances shall be addressed to Secretary Dept. of personnel & Training and contain such
information as may be preseribed and necessary.

(vii) Secretary (Personnel) shall carry out an initial examination of every grievance received on behalf
of the Committee and see if it falls within the purview of the Committee. However, the final
decision, as to whether or not a grievance is to be considered, shall lie with the Committee.

(viii) The Committee shall not enter into any correspondence with the aggrieved or to send a reply in
respect of grievances received.

(ix) This will continue to be done as under the normal functioning of the Departments. The Committee
thus shall not replace or supplant the established mechanisms for decision making in the
Government. It shall

(a) facilitate or expedite decision making wherever delays are noticed;


(b) get such rules and executive instructions revoked or modified as are proving unduly
cumbersome or harsh or are not servint the purpose for which these were framed ; and
(c) identify basic causes of officers grievances and direct taking of such measures as would
ensure that grievances do not arise in the first instance.

11
la- 501@2@8@2004&lh-,-oh-
eaf=keaMy lfpoky;
jk"Vªifr Hkou
ubZ fnYyh] 16 tw u ] 2008

fo"k; % la;qDr lfpo vkSj blds Åij ds Lrj ds vf/dkfj;ksa dh f'kdk;rksa ls lacaf/r LFkk;h lfefrA

la;qDr lfpo vkSj blds Åij ds Lrj ds vf/dkfj;ksa dh f'kdk;rksa dk fuokj.k djus ds fy, ,d LFkk;h lfefr
dk xBu fd;k x;k FkkA bl laca/ esa Jh ch-ds- prqosZnh] iwoZ eaf=keaMy lfpo ds fnukad 22-7-2004 ds lela[;d v-'kk-
i=k dk voyksdu fd;k tk,A

2- iz/kuea=kh ds vuqeksnu ls vc ;g fu.kZ; fy;k x;k gS fd dsUnzh; LVkiQ laca/h Ldhe ds varxZr lwphdj.k ls
lacaf/r eqn~ns] vfHk;kstu dh LohÑfr gsrq izLrko vkSj jkT; ljdkjksa ds dk;Z{ks=k ds varxZr vkus okys ekeyksa lfgr
vuq'kklfud@lrdZrk dkjZokbZ;ksa ds fo:¼ vH;kosnu f'kdk;r laca/h LFkk;h lfefr }kjk ugha fy, tk,axsA

(oh-ih- vjksM+k)
voj lfpo] Hkkjr ljdkj
nwjHkk"k % 23014378

Jherh jtuh jktnku


lfpo
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx

12
No. 501/2/8/2004-CA.V
CABINET SECRETARIAT
RASHTRAPATI BHAWAN

New Delhi, the 16th June 2008

Subject : Standing Committee in respect of grievances of officers of the level of Joint Secretary
and above.

A Standing Committee was constituted to redress the grievances of officers of the level of Joint
Secretary and above. In this connection, D.O letter of even number dated 22.7.2004 from Shri B.K.
Chaturvedi, Former Cabinet Secretary may please be referred to.

2. It has now been decided with the approval of the Prime Minister that issues related to empanelment
under the Central Staffing Scheme; representations against disciplinary/vigilance proceedings including
proposals for sanction of prosecution and matters which are in the domain of State Governments, will not
be taken up by the Standing Committee on grievances.

(V.P. Arora)
Under Secretary to Govt. of India
Tele: 23014378

Smt. Rajni Razdan


Secretary
Department of Administrative Reforms and Public Grievances.

12
Hkkjr ljdkj esa la;qDr lfpo vkSj mlls Åij ds Lrj ds vf/dkfj;ksa ds lsok laca/h ekeyksa ls
lacaf/r f'kdk;rksa ds lanHkZ esa LFkk;h lfefr dks vH;kosnu nsus gsrq izi=k

1- uke %

2- inuke vkSj dk;kZy; dk irk %

3- dsUnzh; ljdkj %
ea=kky;@foHkkx@jkT; ljdkj@
la?k&'kkflr iz'kklu ftlds v/hu bl
le; dk;Zjr gSA

4- lsok laoxZ dk uke ftlls %


os laca/ j[krs gS@j[krh gS

5- orZeku xzsM %
xzsM esa izos'k dk o"kZ %

6- f'kdk;r dk Lo:i %

7- vf/dkjh tks f'kdk;rksa %


ls laca/ j[krs gSa

8- f'kdk;r dk laf{kIr %
fooj.k

9- vf/dkjh }kjk f'kdk;r ds %


fuokj.k gsrq laidZ fd, x, lacaf/r
vf/dkjh dk uke ,oa inuke

10- izkIr mÙkj dk fooj.k %


;fn dksbZ gks

11- fo'ks"k fcanq ftldk fuokj.k %


vf/dkjh pkgrk gS

12- D;k os bl ekeys ij fdlh U;k;ky; %


vFkok vf/dj.k esa x, gSa@xbZ gSa\
13
Proforma for making a representation to Standing Committee in respect of grievances
related to service matters of officers of the level of Joint Secretary and above in
Government of India

1. Name :

2. Designation and Office Address :

3. Central Governmenet :
Ministry/Department/State Government/
UT Administration under which
Presently serving

4. Name of the service cadre :


to which he/she belongs

5. Present Grade :

Year of Entry in the Grade :

6. Nature of the Grievance :

7. Authorities who are concerned :


with the grievances

8. Brief Description of :
Grievance

9. Name and Designation of the :


Concerned authority approached
By the Officer for redress of this grievance

10. Details of response :


Received, if any.

11. Specific points on which the officer :


is seeking redress

12. Has he moved any :


Court or Tribunal on this matter ?
13
eS ,rn~}kjk iqf"V djrk@djrh gw¡ fd esjh tkudkjh vkSj fo'okl ds vuqlkj mi;qZDr fooj.k lgh gSA

vf/dkjh ds gLrk{kj

LFkku %

fnukad %

uksV % LFkk;h lfefr dsoy mu f'kdk;rksa ij fopkj djsxh tgk¡ ihfM+r vf/dkjh us viuh f'kdk;r dks
lacaf/r vf/dkjh ds lkFk mBk;k gks vkSj ;k rks ihfM+r vf/dkjh dks 3 eghus dh vof/ ds vUnj dksbZ
mÙkj izkIr u gqvk gks vFkok ihfM+r vf/dkjh lacaf/r vf/dkjh ;k vihyh; izkf/dkjh ds mÙkj ls
larq"V u gksA

14
I hereby confirm that the above statement is true to the best of my knowledge and belief.

Signature of the Officer


Place:

Date:

NOTE: The Standing Committee shall consider only those grievances where the aggrieved
officer has taken up his/her grievance with the concerned authorities and either the
aggrieved officer has not received any response within a period of 3 months or the
aggrieved officer is not satisfied with the response of the concerned authority or the
appellate authority.

14
f'kdk;r fuokj.k laca/h fn'kk&funsZ'k
GUIDELINES ON GRIEVANCE REDRESS
vè;k; & 3

la- 1@ih ,y lh okbZ@ih th&88 (7)


Hkkjr ljdkj
dkfeZd] yksd f'kdk;r vkSj isa'ku ea=kky;
(iz'kklfud lq/kj rFkk yksd f'kdk;r foHkkx)
ljnkj iVsy Hkou
laln ekxZ] ubZ fnYyh]
fnukad % 1 ekpZ] 1988
dk;kZy; Kkiu
fo"k; % yksd f'kdk;r fuokj.k ra=k dks lqn`<+ djukA
v/ksgLrk{kjh dks ;g dgus dk funs'k gqvk gS fd dqN le; ls ljdkj iz'kklu dks turk dh vko';drkvksa ds
vuqlkj mÙkjnk;h cukus ds fy, vkarfjd f'kdk;r fuokj.k ra=k dks lqn`<+ djus ds fy, ,d fMtkbu ij fopkj dj jgh
gSA è;kuiwoZd fopkj djus ds ckn jk"Vªifr th us ;g fu.kZ; fy;k gS fd izR;sd ea=kky;@foHkkx@lkoZtfud {ks=k ds
miØe@Lok;Ùk laxBuksa esa vkarfjd f'kdk;r fuokj.k ra=k dk fuEufyf[kr rjhds ls xBu fd;k tk,%&
I. ,slk fnu fuf'pr djuk ftl fnu dksbZ cSBd u j[kh tk,
(i) dUsæh; lfpoky; eas lIrkg eas iRz;d
s c/
q okj dks ,l
s k fnu fuf'pr fd;k tk,xk ftl fnu dkbsZ cBSd vk;kfstr
ugha dh tk,xhA blh fnu ds rhu ?kaVs (10 cts ls 1 cts rd) f'kdk;rksa ds fuokj.k ds fy, vyx j[ks tk,a vkSj
ml le; mi&lfpo vkSj mlls Åij ds Lrj ds lHkh vf/dkjh vius dk;kZy;ksa esa mifLFkr jgsaxs vkSj yksd f'kdk;rsa
izkIr djsaxs vkSj mUgs lqusaxsA fdlh Hkh cq/okj dks var% ea=kky;hu cSBdsa u j[kh tk,aA ysfdu ,slh var% ea=kky;hu cSBdksa]
ftUgsa LFkfxr ugha fd;k tk ldrk] dk le; cq/okj dks 1 cts ds ckn fu;r fd;k tk,A
(ii) lHkh ea=kky;@foHkkx viuh LFkkuh; vko';drkvksa dks è;ku esa j[krs gq, vius v/huLFk@layXu {ks=kh;
dk;kZy;ksa ds fy, lIrkg dk ,d fnu fufnZ"V djs]a ftl fnu dksbZ cSBd u dh tk,A ml fnu ds rhu ?kaVs yksd f'kdk;r
izkIr djus vkSj lquus ds fy, fuf'pr fd;s tk,aA
(iii) mu ekeyksa dks NksM+dj bu vuqns'kksa dks vfuok;Zr% ikyu fd;k tk,xk] ftuesa vf/dkjh dks lalnh; dk;Z
ls cq/okj dks 10 cts ls 1 cts ds chp dk;kZy; ls ckgj tkuk gks ;k mu ekeyksa esa ftuesa vR;ko';d vkarfjd cSBdksa
dks yafcr ugha fd;k tk ldrk gks ;fn fdlh vf/dkjh dks bu ?kaVksa ds nkSjku vifjgk;Z dkj.kksa ls vius dk;kZy; ls
ckgj jguk vko';d gks rks og cq/okj dks fdlh vU; le; rhu ?kaVs blds fy, vyx j[k ldrk gSA ea=kky;@foHkkx
ds lfpo dks ;Fkk'kh?kz vuqlwph esa ifjorZu dh lwpuk nh tk,A
II. fu.kZ; ysus dh izfØ;k esa f'kdk;r fuokj.k iz.kkyh dk ,dhdj.k
(i) izR;sd ea=kky;@foHkkx ds izR;sd Lrj ds vf/dkfj;ksa dks izR;sd ekeys ij mfpr] fu"i{k vkSj U;k;iw.kZ <ax ls
dkjZokbZ djuh pkfg,A
(ii) cSBd&foghu fnol blfy;s fu/kZfjr fd;k x;k gS rkfd izR;sd vf/dkjh [kqn ,d f'kdk;r fuokj.k ,tsaV
ds :i esa dk;Z dj ldsA f'kdk;rksa dks fuEufyf[kr nks Jsf.k;ksa esa oxhZÑr fd;k tk ldrk gS%
(d) fu.kZ; esa foyEc vFkok fdlh uhfr ds =kqfViw.kZ fØ;kUo;u ls mRiUu f'kdk;r_ vkSj
([k) ,slh uhfr ls mRiUu O;ofLFkr f'kdk;r ftlesa la'kks/u dh vko';drk gSA

17
CHAPTER - 3

No. 1/PLCY/PG-88(7)
Government of India
Ministry of Personnel, Public Grievances & Pensions
(Department of Administrative Reforms and Public Grievances)
…….
Sardar Patel Bhawan,
Sansad Marg, New Delhi,
Dated the 1st March, 1988.

OFFICE MEMORANDUM

Sub:-Strengthening of Machinery for Redressal of Public Grievances.


The undersigned is directed to state that the Government has been considering for some time a design
to strengthen the machinery for internal grievances redressal in order to make the administration more
responsive to the needs of the people. After careful consideration, the President is pleased to decide that
the internal Grievance Redressal Machinery in each Ministry/Department/Public Sector Undertaking/
Autonomous Organisations may be set up as under:-
I. Meetingless Day
(i) Every Wednesday of the week shall be observed as a meetingless day in the Central Secretariat.
Three hours (1000 hrs. to 1300 hrs.) on this day may be set apart for grievance redressal when all officers
of the level of Deputy Secretary and above will remain in their offices and will receive and hear public
grievances. No inter-ministerial meetings will be scheduled on a Wednesday. However, intra-ministrial
meetings, which cannot be postponed, may be fixed on Wednesday after 1300 hrs.
(ii) All Ministries/Departments may also designate one day of the week as a meetingless day for their
Subordinate/Attached/Field offices keeping in view their local requirements. Three hours on that day may
be earmarked for receiving and hearing public grievances.
(iii) These instructions will be invariably observed except in cases where Parliamentary business
requires an officer to be away from his office on Wednesday between 1000 hrs. to 1300 hrs. or in cases
where urgent internal meetings cannot be delayed. In case an officer is required to be away from his
office unavoidably during these hours, he may set apart three hours at any other time on Wednesday. The
Secretary of the Ministry/Department may be apprised of the change in the schedule as soon as possible.
II. Integration of Grievance Redressal System into the decision-making process
(i) Officers in each Ministry/Department at each level should deal with every matter in a fair objective
and just manner.
(ii) The meetingless day has been prescribed to enable each officer to function as his own grievance
redress agent. Grievance can be classified into two categories.
(a) in the case of a grievance arising out of delay in decision or faulty implementation of any policy;
and
(b) a systemic grievance arising out of the policy itself requiring modification of the polic.y

17
vr% f'kdk;rksa ds lko/kuhiwoZd fo'ys"k.k vkSj ewY;kadu ls u dsoy leL;k&{ks=kksa dh igpku gks ldsxh cfYd
f'kdk;r ds fuokj.k rFkk fu.kZ; ysus dh uhfr rS;kj djus dh izfØ;k dks ,dhÑr fd;k tk ldsxkA
III. f'kdk;r vf/dkjh
(i) izR;sd ea=kky;@foHkkx@lkoZtfud {ks=k ds miØe@Lok;Ùk laxBu ,d iw.kZ&dkfyd f'kdk;r vf/dkjh dks
ukefufnZ"V djsa ftls funs'kd (f'kdk;r) ds :i esa tkuk tk,xkA ;g vf/dkjh funs'kd@mi lfpo (vFkok lerqY;)
jSad ls de jSad dk ugha gksuk pkfg, vkSj mlds n`f"Vdks.k vkSj dk;Z ds fy, mldh mi;qDrrk ds lko/kuhiwoZd
ewY;kadu ds vk/kj ij mldk p;u fd;k tkuk pkfg,A
(ii) funs'kd (f'kdk;r) f'kdk;rksa ds fuokj.k dh izfØ;k esa lfØ; :i ls Hkkx ysxkA izR;sd ea=kky;@foHkkx
lkoZtfud {ks=k ds miØe@Lok;Ùk laxBu funs'kd (f'kdk;r) ds fy, ,d dk;Z&pkVZ rS;kj dj ldrs gSaA
(mnkgj.kLo:i ,d dk;Z&pkVZ vuqca/ esa izLrqr gSA)
(iii) funs'kd (f'kdk;r) dks rhu eghus ls vf/d le; ls yafcr f'kdk;rksa ls lacaf/r iQkby@dkxtkr eaxokus
vkSj ea=kky;@foHkkx ds lfpo ;k foHkkx@laxBu ds izeq[k ds vuqeksnu ls ml ij fu.kZ; ysus dk vf/dkj gSA og ihfM+r
i{k dks vafre fu.kZ; dh lwpuk Hkh ns ldrk gSA
IV. deZpkjh&O;oLFkk vkSj fu;a=k.k
(i) funs'kd (f'kdk;r) vkSj mlds deZpkfj;ksa dk pquko ea=kky;@foHkkx ds deZpkfj;ksa dh ekStwnk la[;k esa ls iqu%
rSukrh ds ekè;e ls fd;k tk ldrk gSA fdlh Hkh ea=kky;@foHkkx esa f'kdk;r lSy ds xBu ds fy, fdlh u, in
dk l`tu ugha fd;k tk,xkA
(ii) funs'kd (f'kdk;r) lh/s laxBu ds lfpo@izeq[k dks fjiksVZ djsxkA ml fo"k; ds vf/dkfj;ksa ds lkFk mlds
laca/ksa dh lhek Li"V :i ls fuf'pr dh tk,A mlds dkjxj dk;Z fu"iknu ds fy, vko';d izfØ;k dk Hkh Li"V
:i ls mYys[k fd;k tk,A
V- ;s vuqns'k cq/okj 2 ekpZ] 1988 ls izHkkoh gksaxsA lHkh ea=kky;ksa@foHkkxksa ls vuqjks/ gS fd os bu fu.kZ;ksa dks ykxw
djsa vkSj bl foHkkx dks 15 ekpZ] 1988 rd bl laca/ esa fjiksVZ nsaA
Ñi;k bl Kkiu dh izkfIr dh lwpuk nsaA

gLrkú@&
(vfouk'k dqekj)
fun'skd

18
A careful analysis and appreciation of the grievances should, therefore, not only lead to identifying
problem-areas but also enable integration of the redressal of the grievance into the process of decision
making policy formulation.
III. Grievance Officer
(i) Each Ministry/Department/Public Sector Undertaking/Autonomous Organisation may designate a
full time Grievance Officer, known as the Director of Grievances. This Officer may be of the rank of not
less than a Director/Deputy Secretary (or equivalent) and should be selected on the basis of a careful
assessment of his aptitude and suitability for the job.
(ii) The Director of Grievances will be actively involved in the process of dealing with grievances.
Each Ministry/Department/Public Sector Undertaking/Autonomous Organisation may formulate a
job-chart for the Director of Grievances. (A suggested job-chart is placed at Annexure)
(iii) The Director of Grievances will be vested with powers to call for files/papers connected with
grievances pending for more than three months and to take a decision thereon with the approval of the
Secretary of the Ministry/Department or Head of the Department/Organisation. He may also communicate
the final decision to the aggrieved party.
IV. Staffing and Control
(i) The Director of Grievances and his staff may be selected out of the existing staff strength of the
Ministry/Department through re-deployment. No new posts shall be created for setting up the Grievances
Cell in any Ministry/Department.
(ii) The Director of Grievances 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.
V. These instructions will come into force with effect from Wednesday, the 2nd March, 1988. All Ministries/
Departments are requested to implement these decisions and report in this regard to this Department
latest by 15th March, 1988.
Hindi version of this Office Memorandum follows.
The receipt of this memorandum may kindly be acknowledged.

Sd/-
(Avinash Kumar)
Director

18
vucq/
a
ea=kky;ksa@foHkkxksa@laxBuksa esa funs'kd (f'kdk;r) ds fy, uewuk dk;Z&fooj.k
1- dk;Z dk uke% funs'kd (f'kdk;r)
2- fdlds izfr mÙkjnk;h gS% laxBu ds lfpo@izeq[k
3- eq[; fØ;kdyki% fu.kZ; nsuk % funs'kd (f'kdk;r) rhu ekg ls vf/d le; ls yafcr f'kdk;rksa
ij fu.k;Z ysxkA ihfM+r (f'kdk;rdÙkk)Z i{kdkj tks v/huLFk@lac/ a dk;ky Z ;ksa }kjk
fd, x, fuokj.k ls larq"V ugha gSa os funs'kd (f'kdk;r) ls fu.kZ; ds fy, laidZ
dj ldrs gSaA laxBu ds lfpo@izeq[k ds ijke'kZ ls funs'kd (f'kdk;r)
iQkby@dkxtkr eaxok ldrk gS ;fn og ,slk djuk mfpr le>sA lHkh fu.kZ; ml
ea=kky;@foHkkx ;k laxBu ds izeq[k dk vuqeksnu izkIr djus ds ckn fy, tk,axs
ftuds izfr funs'kd (f'kdk;r) mÙkjnk;h gSA
izcU/u lwpuk iz.kkyh % og iczU/u lwpuk i.zkkyh LFkkfir djsxk vkjS ,slh ifzØ;k
fodflr djsxk tks yksd f'kdk;rksa vkSj muds fuokj.k ds fy, vko';d gksA
izcU/u lwpuk iz.kkyh O;kid vkSj iwjh le;kof/ ds fy, lkFkZd vkadM+s rS;kj
djus esa l{ke gksuh pkfg,A
leh{kk vkSj fo'ys"k.k % izcU/u lwpuk iz.kkyh ds ekè;e ls funs'kd (f'kdk;r)
dks miyC/ djk, x, vkadM+ksa ds vk/kj ij funs'kd ckj&ckj f'kdk;r okys {ks=kksa
dh igpku djsxk] fopkjk/hu ekeyksa dk fo'ys"k.k djsxk] O;oLFkk@izfØ;k lacaèkh
,sls lq/kjksa ds fy,] tgka dgha vko';d gks] mi;qDr vè;;u djus dk lq>ko
nsxk] ftuds dkj.k ,slh uhfr;ks@a izfØ;kvksa dh leh{kk dh tk ldrh gS] ftudh
igpku f'kdk;r ds lzksr ds :i esa dh xbZ gSA og lEc¼@v/huLFk dk;kZy;ksa esa
f'kdk;r ra=k dk fu;fer :i ls fujh{k.k djsxk vkSj f'kdk;r ds lgh fuiVku
ds ewY;kadu dks è;ku esa j[krs gq, ;k}fPNd :i ls uewus ysxkA og okf"kZd fjiksVZ
rS;kj djsxk ftlesa vU; ckrksa ds lkFk&lkFk] lHkh Lrjksa ij fu/kZfjr mÙkjnkf;Roksa
vkSj tokcnsgh dk mYys[k fd;k tk,xkA
fVIi.kh % ;g dk;ZpkVZ dk ek=k ,d lkekU; fooj.k gSA ea=kky;@foHkkx@laxBu foLr`r dk;Z fooj.k rFkk funs'kd
(f'kdk;r) dh 'kfDr;ksa vkSj mÙkjnkf;Ro dk fooj.k rS;kj djsaxsA lwpuk iznku djus dh vko';d izfØ;k
vkSj funs'kd (f'kdk;r) vkSj vU; lacaf/r vf/dkfj;ksa ds chp ikjLifjd dk;ks± dk Li"V :i ls mYys[k
Hkh fd;k tkuk pkfg,A

19
ANNEXURE

Specimen job-description for the Director of Grievances in Ministries/Departments/


Organisations

1. Job Title: Director of Grievances


2. Responsible to: Secretary/Head of the Organisation
3. Main activities: Decision making: The Director of Grievances will take decisions on grievances
which are pending for more than three months. Aggrieved parties who are not
satisfied with redressal in subordinate/attached formation can approach Director
of Grievances for a decision. In consultation with Secretary/Head of the
Organisation, Director of Grievances can call for files/papers, if he feels so justified.
All decisions on grievances will be taken after obtaining the approval of Secretary
of the Ministry/Department or Head of the Organisation to whom Director of
Grievances is responsible.
Management Information System: He will set up Management Information System
(MIS) and evolve procedures which are necessary for monitoring the public
grievances and their redressal. The MIS should be comprehensive and capable of
generating meaningful data over a period of time.
Review and analysis: One the basis of the data made available to him through the
MIS, the Director will identify areas of recurring grievances, analyse underlying
cases, suggest commissioning of appropriate studies, where necessary, for systemic/
procedural corrections, cause review of policies/procedures which are identified
as sources of grievances. He should regularly inspect grievance machinery in
attached/subordinate formations and undertake random sampling with a view to
evaluating the quality of disposal of the grievances. He will prepare an annual
report which would inter-alia, highlight responsiveness and accountability achieved
at all levels.

Note: This is only general description of job chart. The Ministries/Department/Organisation wil spell out
a detailed job description as well as powers and responsibilities of the Director of Grievances. The
procedure necessary for flow of information and interaction between the Director of Grievances
and line functionaries should also be clearly indicated.

19
la- 394739@ikfylh@ih th&88 (7)&[kaM III
Hkkjr ljdkj
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou]
laln ekxZ] ubZ fnYyh
fnukad % 29 uoEcj] 1988

dk;kZy; Kkiu
fo"k; % yksd f'kdk;rksa dk 'kh?kz fuokj.k&ljdkjh dk;kZy;ksa dh xfrfof/;ksa dks c<+kus dh vko';drkA
;g ns[kk x;k gS fd ea=kky;ksa@foHkkxksa] muds lEc¼ vkSj v/huLFk dk;kZy;ksa vkSj fo'ks"k :i ls iQhYM dk;kZy;ksa
ls O;ogkj djrs le; lkekU; O;fDr dks fofHkUu izdkj dh dfBukb;ksa dk lkeuk djuk iM+rk gS ftuls mi;qDr
mipkjkRed mik;ksa dks viukdj cpk tk ldrk gS%
1- dk;kZy;&izeq[k vkSj vU; vf/dkjh fdlh vU; vko';d dk;Z dk cgkuk djds turk ds lkFk cSBd djus
ds fy, fu;r fd, x, fnu esa Hkh miyC/ ugha gksrs gSaA
2- vf/dkjh dk;kZy; le; dk vuqikyu ugha djrs gSa vkSj dk;Z ds ?kaVksa esa dk;kZy; esa miyC/ ugha gksrs gSa
rFkk ;gka rd fd igys ls feyus ds fy, fu/kZfjr fd, x, le; ij Hkh ugha feyrs gSaA dHkh&dHkh
oS;fDrd lgk;dksa dks Hkh ;g tkudkjh ugha gksrh gS fd vf/dkjh dc miyC/ gksaxs ftlds ifj.kkeLo:i
vkxqUrdksa dks vfuf'pr le; rd irzh{kk djuh iM+rh gS ftlls mUgsa cgqr vf/d vlqfo/k dk lkeuk djuk
iM+rk gSA
3- oS;fDrd LVkiQ vkSj dfu"B deZpkjh viuh O;fDrxr ckrphr esa VsyhiQksuksa dks O;Lr j[krs gSa
ftlds ifj.kkeLo:i ljdkjh iQksu O;Lr jgrs gSa vkSj turk dk vf/dkfj;ksa ls iQksu ij laidZ ugha gks
ikrk gSA
4- yksd dÙkZO;ksa dk fu"iknu djrs le; ljdkjh deZpkjh dHkh&dHkh :[kk O;ogkj djrs gSa vkSj yksd lsod
ds :i esa dk;Z djus ds LFkku ij os izk;% vf/dkj dk izn'kZu djrs gSaA
5- vf/dkjh }kjk vuqekssfnr djus ds i'pkr~ i=kksa ds LoPN Vad.k esa cgqr vf/d le; yxrk gS ftlds
ifj.kkeLo:i vkosnuksa@;kfpdkvksa ds mÙkj esa foyEc gksrk gSA
6- dHkh&dHkh ;kfpdkdÙkkZ dks Li"V fu.kZ; dh lwpuk ugha nh tkrh gS vkSj tc dHkh fu.kZ;ksa esa =kqfV;ksa dk
mYys[k fd;k tkrk gS rks lacaf/r vf/dkfj;ksa }kjk mldk mÙkj nsus esa i;kZIr le; fy;k tkrk gSA
7- ;kfpdk dks vLohdkj djrs le; ml fu;e@mu fu;eksa dk mYYks[k ugha fd;k tkrk gS ftlds vk/kj ij
;kfpdk vLohÑr dh xbZ gS ftlds ifj.kkeLo:i ;kfpdkdÙkkZ dks fu.kZ; ds vk/kj dh tkudkjh ugha fey
ikrh gSA ;fn fu.kZ; udkjkRed gksrk gS rks ;g f'kdk;r dk :i ys ldrk gSA
8- ;fn fdlh NksVs vf/dkjh ds fo#¼ cM+s vf/dkfj;ksa dks f'kdk;r dh tkrh gS rks mPp vf/dkfj;ksa esa mudk
cpko djus dh izo`fÙk gksrh gSA
9- tulkekU; ls izkIr fofHkUu vuqjks/ksa ij dkjZokbZ djus@mÙkj nsus ds fy, le;&lhek fu/kZfjr ugha dh xbZ gS
ftlds ifj.kkeLo:i vke vkneh dks vius vuqjks/ ij dkjZokbZ@mÙkj ds fy, vfuf'pr le; rd izrh{kk
djuh iM+rh gSA blls izk;% ljdkj ds fo#¼ f'kdk;r dh Hkkouk mRiUu gksrh gSA

20
No. 394739/PLCY/PG-88(7)-Vol. III
Government of India
Department of Administrative Reforms and Public Grievances

Sardar Patel Bhavan,


Sansad Marg, New Delhi
Dated: 29th November, 1988

OFFICE MEMORANDUM

Subject:— Need to tone up the functioning of Government Offices-Prompt Redressal of Public


Grievances.
It has been observed that while interacting with the Ministries/Departments, their attached and
subordinate offices and particularly the field offices, the common man faces various type of difficulties,
which perhaps can be avoided by taking suitable remedial measures. Some of these difficulties are indicated
below:-
1. The head of office and other officers are not available even on the day fixed for meeting the
public on the plea of other urgent work.
2. Officers do not adhere to office timings and are not available during the working hours and even
at the appointed time when an appointment has already been fixed. Sometimes even PAs are not
aware as to when the officers will be available with the result that visitors have to wait indefinitely
causing them much inconvenience.
3. Personal staff and junior officials keep the phones busy with their personal conversation with the
result that officials’ phones are kept engaged and the public cannot have access to offices on
telephone.
4. While performing public duties, Government servants are sometimes discourteous and, instead of
functioning as public servants, they often display a show of authority.
5. There is a long time-gap in fair typing of the letters after approval by an officer with the result
that the replies to applications/petitions are delayed.
6. Sometimes cle-acrut decisions are not communicated to the petitioner, and whenever deficiencies
in the decisions are pointed out, considerable time is taken in replying to the same by the concerned
officers.
7. While rejecting the petition, the Rule(s), if any under which the same has been rejected is/are not
indicated with the result that the petitioner does not know the basis of the decision and, in case of
negative decision, may harbour a sense of grievance.
8. There is tendency to shield the lower officials when any complaint is made against them to higher
officers.
9. Time-limits have not been fixed for action/reply on various requests received from the members
of the public with the result that the common man has to wait indefinitely for action reply on his
request. This often leads to a sense of grievance against the Government.

20
tcfd dqN leL;k,a vi;kZIr i;Zos{k.kh; fu;a=k.k] dk;kZy;ksa vkSj izfØ;kvksa dk vuqikyu djus esa vuq'kklu dh
deh ls lacaf/r gksrh gSa] ogha dqN vkSj leL;k,a vf/dkfj;ksa ds turk ls O;kogkfjd laca/ ds ckjs esa gksrh gSA vuqjks/
gS fd ljdkjh dk;kZy;ksa dh dk;Z iz.kkyh esa lHkh Lrjksa ij ikbZ tkus okyh =kqfV;ksa dks nwj djus ds iz;kl fd, tkus
pkfg, rkfd ljdkjh dk;kZy;ksa dh dk;Z iz.kkyh esa ldkjkRed lq/kj gks vkSj mu dfBukb;ksa dks de fd;k tk lds
ftudk lkeuk vke vkneh djrk gS vkSj mudh f'kdk;rksa dk fuiVku 'kh?kzrk vkSj lgkuqHkwfriwoZd fd;k tk ldsA bls
¶,d mÙkjnk;h iz'kklu¸&20 lw=kh dk;ZØe] 1986 dk lw=k 20] yksd f'kdk;rksa ij 'kh?kzrkiwoZd vkSj lgkuqHkwfriwoZd
è;ku fn;k tkuk bldk egRoiw.kZ Hkkx gS ds varxZr vuqLekjd le>k tk,A
bl laca/ esa dh xbZ dkjZokbZ dh lwpuk bl foHkkx dks ;Fkk le; nh tk,A

gLrkú@&
(jfo dkUr pksiM+k)
voj lfpo] Hkkjr ljdkj
lsok esa]
lHkh ea=kky;@foHkkx

21
While some of the difficulties relate to inadequate supervisory control, lack of discipline in the offices
and observance of procedures, a few relate to behevioural approach of the officers towards the public. It
is requested that an all out effort should be made to remedy the deficiencies in working of Government
offices at all levels so that there is positive improvement in functioning of Government offices and the
difficulties faced by common man are mitigated and his grievances attended to promptly and sympathetically.
It may be recalled that under “A Responsive Administration”—Point 20 of the Twenty point Programme,
1986, prompt and sympathetic attention to public grievances is an important ingredient.
Action taken in this regard may be intimated to this Department in due course.

Sd/-
(Ravi Kant Chopra)
(Under Secretary to the Government of India)

To
All Ministries/Departments

21
dk- Kk- la- 58847@9@ikWfylh@ih th&89 (10)
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r vkSj isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ]
ubZ fnYyh
fnukad % 27 tqykbZ] 1989

dk;kZy; Kkiu
fo"k; % lekpkj i=kksa ds dkWyeksa esa n`f"Vxr yksd f'kdk;rsa & 'kh?kz è;ku nsus dh vko';drkA
tSlk fd loZ fofnr gS] 20 lw=kh dk;ZØe&1986 dk lw=k 20] ljdkj dks] vius iz'kklu dks vkSj vf/d mÙkjnk;h
cukus dh ftEesnkjh iznku djrk gS vkSj bl mn~ns'; dks è;ku esa j[krs gq, yksd f'kdk;rksa ds 'kh?kzrkiwoZd vkSj
lgkuqHkwfriwod
Z fuiVku ds fy, laLFkkfud O;oLFkk,a dh tk,axhA vusd lekpkji=kksa esa f'kdk;r dkWye izdkf'kr gksrk
gS ftlesa os fofHkUu ljdkjh ,tsfUl;ksa ls dk;Z O;ogkj ds nkSjku yksxksa dks gksus okyh leL;kvksa ds laca/ esa tu lkekU;
ls izkIr f'kdk;rksa dks izdkf'kr djrs gSaA
tc fd ;g eku fy;k tkrk gS fd lHkh ea=kky;@foHkkx ,slh f'kdk;rksa dks nwj djus ds n`f"Vdks.k ls Lo;a bu ij
dkjZokbZ vkjEHk djrs gSa] bu mik;ksa dh dkjxjrk ds ewY;kadu ds fy, ;g vko';d gS fd bl izdkj izkIr yksd
f'kdk;rksa ij dkjZokbZ djus ds fy, laLFkkfud ra=k dh LFkkiuk ds fy, vkSj vf/d dne mBk, tk,aA bl mn~ns'; dh
izkfIr ds fy, ;g vuqjks/ fd;k tkrk gS fd lHkh ea=kky;@foHkkx vkSj vU; ljdkjh ,tsfUl;k¡ fuEu dkjZokbZ djsa%&
izR;sd ea=kky;@foHkkx@ljdkjh ,tsUlh dks vius dk;kZy; ls lacaf/r ekeyksa ds pquko ds fy, fu;fer :i ls
lekpkji=kksa ds f'kdk;r dkWye dh tk¡p djuh pkfg,A le;c¼ vk/kj ij bu f'kdk;rksa ds fuokj.k ds fy, rqjar
dkjZokbZ dh tkuh pkfg,A tgk¡ fdlh f'kdk;r ds fuokj.k ds fy, ,d ekl dk le; fn;k tk ldrk gS ogk¡
f'kdk;rdrkZ dks fuokj.k ds fy, dh xbZ dkjZokbZ dh 'kh?kz lwpuk nh tkuh pkfg,A ;fn f'kdk;r ds fuokj.k esa
vf/d le; yxus dh laHkkouk gS rks ogk¡ f'kdk;rdrkZ dks dh xbZ dkjZokbZ dh tkudkjh nsrs gq, vkSj mDr ekeys esa
vko';d dkjoZkbZ fd, tkus dk vk'oklu nsrs gq, ,d varfje mÙkj Hkstk tkuk pkfg,A dkjoZkbZ ds bl rjhds ls ljdkjh
,tsUlh ds f'kdk;r fuokj.k ra=k dh dkjxjrk esa turk dh vkLFkk mRiUu djus esa dkiQh enn feysxhA
;g lykg nh tkrh gS fd lekpkji=kksa ds ekè;e ls izkIr f'kdk;rksa dh frekgh leh{kk dh tk, vkSj muds fuiVku
ds fy, dkjZokbZ dh tk,A
Ñi;k bl dk;kZy; Kkiu dh izkfIr dh lwpuk nsaA
gLrkú@&
(vkj- Mh- lSEIys)
voj lfpo] Hkkjr ljdkj
lsok esa]
Hkkjr ljdkj ds lHkh ea=kky;@foHkkx

22
No. 58847/9/PLCY/PG-89(10)
Government of India
Ministry of Personnel, Public Grievances and Pensions
Department of Administrative Reforms & Public Grievances

Sardar Patel Bhavan, Sansad Marg


New Delhi,
Dated the 27th July, 1989

OFFICE MEMORANDUM
Subject:—Public Grievances appearing in the columns of newspapers-need for prompt attention.
As is well-known, Point 20 of the Twenty Point Programme, 1986, enjoins upon the Government to
make the administration more responsive and with that end in view, institutional arrangements are to be
made for attending promptly and sympathetically to public grievances. A number of newspaper run a
grievances column in which they publish grievances received from the members of the public on matters
arising from their interaction with various Government agencies.
While it is presumed that all Ministries/Departments take cognizance of such grievances with a view
to redressing them, it is necessary to assess the effectiveness of these measures and to take further steps
for establishing an institutional mechanism for attending to public grievances so received. Towards this
end, it is requested that all Ministries/Departments and other agencies of Government may take the
following steps:—
The Grievances column of the newspaper should be regularly examined by each Ministries/Departments/
agency of Government to pick up cases which relate to it. Quick action should be taken for redressing
these grievances on a time bound basis. The complainant should be quickly informed of the action taken
by way of redressal, where such redressal can be given within a month’s time. Where redressal is likely
to take longer, in interim reply should be sent to the complaint explaining the steps taken and assuring that
further necessary action is being taken in the matter. Such a course of action will go a long way towards
establishing the public’s confidence in the effectiveness of the grievances redressal machinery of the
Government agency.
It will be advisable to make a quarterly review of grievances received through the newspapers and
action towards their redressal.
Kindly acknowledge the receipt of this O.M.

Sd/-
(R.D. Samplay)
Under Secretary to the Govt. of India

To
All Ministries/Departments of Government of India (Standard List)

22
la- 26@3@90&ih th (III)
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r vkSj isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ]
ubZ fnYyh
fnukad % 4 uoEcj 1992

dk;kZy; Kkiu
fo"k; % yksd f'kdk;r fuokj.k ra=k dk lqn`<+hdj.kA
v/ksgLrk{kjh dks iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx ds rkjh[k igyh ekpZ] 1988 ds dk- Kk- la-
1@ikWfylh@ih th&88(7) dk gokyk nsus dk funs'k gqvk gS ftlds rgr izR;sd ea=kky;@foHkkx@lkoZtfud {ks=k ds
miØe@ljdkj ds Lok;Ùk'kklh laxBu esa vkarfjd f'kdk;r fuokj.k ra=k ds xBu ds laca/ esa foLr`r vuqns'k tkjh fd,
x, FksA vU; ckrksa ds lkFk&lkFk bu vuqns'kksa esa funs'kd (f'kdk;r) ds :i esa ,d iw.kZ&dkfyd f'kdk;r vf/dkjh
dks euksuhr djus vkSj f'kdk;r fuokj.k iz.kkyh rFkk fu.kZ; ysus dh izfØ;k dks ,dhÑr djus dk izko/ku gSA lkekU;
ea=kky;ksa@foHkkxksa }kjk bu vuqns'kksa dks ladfyr fd;k x;k gS vkSj muds }kjk vkarfjd f'kdk;r fuokj.k ra=k dk xBu
fd;k x;k gSA
2- gky gh esa lalnh; izkdyu lfefr us Hkkjr ljdkj esa f'kdk;r fuokj.k iz.kkyh dh tkap dh gSA dkfeZd] yksd
f'kdk;r vkSj isa'ku f'kdk;r fuokj.k ls lacaf/r viuh igyh fjiksVZ esa lfefr us ea=kky;ksa@foHkkxksa esa vkarfjd f'kdk;r
fuokj.k ra=k ds lqn`<+hdj.k ij cgqr vf/d tksj fn;k gSA
3- ekStnw k O;oLFkk ds v/hu ea=kky;ks@a foHkkxksa esa lkekU;r% vkarfjd f'kdk;r fuokj.k ra=k dk izeq[k funs'kd@mi lfpo
jSad dk vf/dkjh gksrk gSA izkdyu lfefr dh fjiksVZ dks è;ku esa j[krs gq, bl ekeys ij u, fljs ls fopkj djrs gq,
;g eglwl fd;k x;k gS fd fdlh ea=kky;@foHkkx esa vkarfjd f'kdk;r fuokj.k ra=k dks yksd f'kdk;rksa ds izfr
vf/d mÙkjnk;h cuk;k tk ldrk gS vkSj mu f'kdk;rksa ij vf/d dkjxj <ax ls dkjZokbZ dh tk ldrh gS ;fn bl
ra=k dk izeq[k la;qDr lfpo jSad ds fdlh ofj"B vf/dkjh dks cuk;k tk, tks vius vf/d vuqHko vkSj cM+s dk;Z{ks=k
ds dkj.k vf/d fu"i{k vkjS 'kh?krzkiwod Z fu.k;Z ys ldrs gaSA vr,o ;g vuqjks/ fd;k tkrk gS fd vius ea=kky;@foHkkx
ds vkarfjd f'kdk;r fuokj.k ra=k dh leh{kk djsa vkSj mu ea=kky;ksa@foHkkxksa esa funs'kd (f'kdk;r) ds :i esa la;qDr
lfpo jSad ds fdlh vf/dkjh dks euksuhr djsa tgka bl foHkkx ds rkjh[k 1&3&88 ds vuqns'kksa ds vuqlkj igys ,slh
O;oLFkk ugha dh xbZ gSA
4- vuqjks/ gS fd bl foHkkx dks ;Fkk le; bl laca/ esa dh xbZ dkjZokbZ dh lwpuk nh tk,A

gLrkú@&
(ch- ds- caly)
mi lfpo] Hkkjr ljdkj
lsok esa]
lHkh ea=kky;@foHkkx

23
No. 26/3/90-PG(III)
Government of India
Ministry of Personnel, Public Grievances and Pensions
Department of Administrative Reforms & Public Grievances

Sardar Patel Bhavan, Sansad Marg,


New Delhi,
Dated 4-11-1992

OFFICE MEMORANDUM
Subject:— Strengthening of Machinery for Redress of Public Grievances
The undersigned is directed to refer to the Department of Administrative Reforms and Public
Grievances O.M. No. I/PLCY/PG-88(7) dated the 1st March, 1988, under which detailed instructions
regarding setting up of the Internal Grievances Redressal Machinery in each ministry/department/public
sector undertaking/autonomous organization of government were issued. These instructions provided,
inter-alia,for the designation of a full-time grievance officer as the Director of Grievances and integration
of the grievance redressal system into the decision-making process. These instructions have, by and
large, been compiled with by Ministries/Departments and the Internal Grievance Redressal Machinery
has been set up by them.
2. Recently, the Estimates Committee of Parliament examined the Grievance Redressal System in the
Government of India. In its first report on the Ministry of Personnel, Public Grievances and Pensions
System of Redressal of Grievances-the Committee has laid much emphasis on strengthening the Internal
Grievance Redressal Machinery in Ministries/Departments.
3. Under the present arrangement the Internal Grievance Redressal Machinery in Ministries/Departments
is generally headed by an officer in the rank of Director/Deputy Secretary. On considering the matter
afresh in the light of the report of the Estimates Committee it has been felt that the Internal Grievance
Redressal Machinery in a Ministry/Department can become more responsive to public grievances and
more effective in dealing with them if it is headed by a senior officer of the rank of Joint Secretary who
by virtue of his greater experience and wider jurisdiction can be expected to take decisions more objectively
and quickly. It is, therefore, requested that the Internal Grievance Redressal Machinery in your Ministry/
Department may be reviewed and an officer of the rank of Joint Secretary may be designated as the
Director of Grievances in those Ministries/Departments where this has not already been done in accordance
with the instructions dated 1.3.1988 of this department.
4. It is requested that action taken in this regard may be intimated to this Department in due course.

Sd/-
(B.K. Bansal)
Deputy Secretary to the Government of India

To
All Ministries/Department

23
laú 9@ikWfylh@ihúthú&93(8)
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
-----------
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001] 7 flrEcj] 1993

dk;kZy; Kkiu
fo"k;% yksd f'kdk;r fuokj.k ra=k dk lqn`<+hdj.kA

v/ksgLrk{kjh dks bl foHkkx ds rkjh[k igyh ekpZ] 1988 ds dk- Kk- la- 1@ikWfylh@ih th&88(7) dk gokyk
nsus dk funs'k gqvk gS ftlesa izR;sd ea=kky;@foHkkx@lkoZtfud {ks=k ds miØe@ljdkj ds Lok;Ùk'kklh laxBuksa esa vkarfjd
f'kdk;r fuokj.k ra=k ds xBu ds laca/ esa foLr`r vuqns'k tkjh fd, x, FksA vU; ckrksa ds lkFk&lkFk bu vuqns'kksa esa
funs'kd (f'kdk;r) ds :i esa ,d iw.kZ&dkfyd f'kdk;r vf/dkjh dks euksuhr djus vkSj f'kdk;r fuokj.k iz.kkyh
rFkk fu.kZ; ysus dh izfØ;k dks ,dhÑr djus rFkk lIrkg esa cq/okj dks ,sls fnu ds :i esa j[kus dk izko/ku gS ftl
fnu dksbZ cSBd u j[kh tk,A
2- vf/drj ea=kky;ksa@foHkkxksa esa vkarfjd f'kdk;r fuokj.k ra=k dk xBu fd;k tk pqdk gS rFkkfi yksd f'kdk;rksa dk
'kh?kzrkiw.kZ fuiVku fu/kZfjr ekun.M ds vuq:i ugha gksrk gSA vr% ea=kky;ksa@foHkkxksa esa f'kdk;r fuokj.k ra=k dh dk;Z
iz.kkyh dh bl n`f"Vdks.k ls le;&le; ij leh{kk dh xbZ gS fd bls lqn`<+ fd;k tk lds vkSj turk dh vko';drkvksa
ds izfr vf/d mÙkjnk;h cuk;k tk ldsA leqfpr fopkj foe'kZ ds ckn ;g fu.kZ; fy;k x;k gS fd izR;sd
ea=kky;@foHkkx@lkoZtfud {ks=k ds miØe@Lok;Ùk'kklh laxBuksa dks vius vkarfjd f'kdk;r fuokj.k ra=k ds lqn`<+hdj.k
ds fy, fuEufyf[kr dne mBkus pkfg,%&
(i) ,d ,slk fnu j[kus ds laca/ esa dM+kbZ ls vuqikyu fd;k tkuk pkfg, ftl fnu dksbZ cSBd u j[kh tk,A
izR;sd cq/okj dks funs'kd (f'kdk;r) vkSj mi lfpo Lrj ds vf/dkfj;ksa dks fofufnZ"V ?kaVksa ds nkSjku (10
cts ls 1 cts rd) yksd f'kdk;rsa izkIr djus vkSj lquus ds fy, vius dk;kZy; esa mifLFkr jguk pkfg,A
(ii) Lokxr vf/dkfj;ksa] lqj{kk dfeZ;ksa vkSj pijkfl;ksa dks ml fnu ds laca/ esa mfpr vuqns'k fn, tkus pkfg,a
ftl fnu dks cSBd ugha j[kh tkuh gS rkfd os fcuk iwoZ le; fu/kZfjr fd, tu lkekU; dks vf/dkfj;ksa
ls feyus dh vuqefr nsaA
(iii) funs'kd (f'kdk;r) dk uke] inuke] dejk ua-] VsyhiQksu ua- vkfn Lokxr d{k esa vkSj dk;kZy;
Hkou@ea=kky;ksa esa fdlh vU; lqfo/ktud LFkku ij iznf'kZr fd;k tkuk pkfg, rkfd turk dks mldh iwjh
tkudkjh fey ldsA
(iv) tu&lkekU; dks f'kdk;rksa ds lqfo/ktud iathdj.k ds fy, Lokxr&d{k esa rkykcan f'kdk;r isfVdk j[kh
tkuh pkfg, ftls euksuhr vf/dkjh }kjk fu;fer varjky ls [kksyk tkuk pkfg,A
(v) f'kdk;rksa ds 'kh?kz fuiVkus ds fy, funs'kd (f'kdk;r) }kjk yacs le; ls yafcr ekeyksa ls lacaf/r
dkxtkr@nLrkots exaokus vkjS e=akky;@foHkkx ds lfpo ;k foHkkx@lxaBu ds iez[qk ds vueqknsu ls fu.k;Z yuss
ds fy, mls iznÙk 'kfDr;ksa dk fujUrj iz;ksx fd;k tkuk pkfg,A
(vi) izR;sd f'kdk;r ;kfpdk dh izkfIr dh lwpuk nh tkuh pkfg,A ;fn fdlh ;kfpdk ij dksbZ dkjZokbZ ugha dh
tkrh gS rks Hkh ;kfpdknkrk dks ea=kky;@foHkkx ds n`f"Vdks.k dh lwpuk vo'; nh tkuh pkfg,A

24
No. 9/PLCY/PG-93(8)
Department of Administrative Reforms and Public Grievances
...........
Sardar Patel Bhavan, Sansad Marg
New Delhi-110001, Dated 07-09-1993

OFFICE MEMORANDUM

Subject : Strengthening of Machinery for Redressal of Public Grievances.

The undersigned is directed to refer to this department's O.M. No. 1/PLCY/PG-88(7) dated the 1st
March, 1988, under which detailed instructions regarding setting up of the Internal Grievance Redressal
Machinery in each ministry/department/public sector undertaking/autonomous organisation of
government were issued. These instructions provided, inter-alia, for the designation of a full-time
Grievance Officer as the Director of Grievances and integration of the grievances redressal system into the
decision-making process and observance of every Wednesday of the week as a meetingless day.

2. The Internal Grievance Redressal Machinery has now come to be established in most
ministries/departments; however, its effectiveness in settling public grievances expeditioulsy has not
always been upto the mark. The functioning of the Grievance Redressal Machinery in
ministries/departments has, therefore, been reviewed from time to time with a view to divising measures
for strengthening it and making it more respinsive to the needs of the public. After careful consideration it
has been decided that the following steps should be taken by each ministry/department/public sector
undertaking/ autonomous organisation to further strengthen its Internal Grievance Redressal Machinery.

(i) The meetingless day should be observed strictly. The Director of Grievances and other officers of
the rank of Deputy Secretary and above should remain in their offices during specified hours
(1000 hours to 1300 hours) on every Wednesday to receive and hear grievances of the members
of the public.

(ii) The receptionists, security personnel and peons should be given suitable instructions about the
meetingless day so as to allow the members of the public to meet officers on that day without
prior appointment.

(iii) The name, designation, room number, telephone number, etc. of the Director of Grievances
should be displayed prominently at the reception and some other convenient places in the office
building/ministries so that the public are made fully aware of the same.

(iv) A locked complaint box should be placed at the reception for convenient registration of
complaints by members of the public which must be opened by the designated officer at regular
intervals.

(v) In the intersest of expeditious disposal of grievances, the Director of Grievances should exercise
more frequently the powers vested in him to call for papers/documents of long pending cases and
take decisions with the approval of the Secretary of the ministry/department of Head of the
department/organisation.

(vi) Each grievance petition must be acknowledged. Even if no action is warranted on a petition, a
reply intimating the stand of the ministry/department must be sent to the petitioner.

24
(vii) ea=kky;ksa@foHkkxksa dks bl n`f"Vdks.k ls mUgsa izkIr f'kdk;rksa dk fo'ys"k.k djuk pkfg, fd eq[; f'kdk;r
laHkkfor {ks=kksa dh igpku dh tk lds vkSj lq/kjkRed mik;ksa dk irk yxk;k tk lds rkfd f'kdk;rksa ds
gksus dh laHkkouk esa deh ykbZ tk,A iz'kklfud lq/kj foHkkx ls lq/kj ds fy, bu {ks=kksa dk vè;;u djus
dk vuqjks/ fd;k tk ldrk gSA
(viii) ea=kkYk;ksa@foHkkxks@a lkoZtfud {ks=k ds miØeks@a Lok;Ùk'kklh laxBuksa ds f'kdk;r fuokj.k ra=k dk vf/dkf/d
izpkj fd;k tkuk pkfg,A
(ix) f'kdk;r fuokj.k i.zkkyh ds iQhMcd
S r=ak vkjS ekuWhVfjxa i.zkkyh dks lnq<`+ fd;k tkuk pkfg,A e=akky;k@asfoHkkxkas
}kjk iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks f'kdk;rksa ds fuokj.k ds laca/ esa fjiksVZ vkSj fooj.kksa
dks le; ij Hkstuk Hkh lqfuf'pr fd;k tkuk pkfg,A
3- lHkh ea=kky;ksa@foHkkxksa ls vuqjks/ gsS fd os mi;qZDr vuqns'kksa dk rRdky fØ;kUo;u djsa vkSj 30 flrEcj] 1993
rd bl foHkkx dks bl laca/ esa ,d fjiksVZ HkstsaA
4- Ñi;k bl Kkiu dh izkfIr dh lwpuk nsaA
g-@&
(ch- ds- caly)
milfpo
Hkkjr ljdkj
VsyhiQksu ua- 353472
lsok esa]
lHkh ea=kky;@foHkkx

25
(vii) Ministries/Departments should analyse grievances received by them with a view to identigying
the major grievances-prone areas and devising corrective measures so as to reduce the scope of
occurrence of grievances. The AR Department may be requested to study these areas for
improvement.

(viii) More publicity should be given about the grievance redress machinery in the
ministries/departments/public sector undertaking/autonomous organisations.

(ix) The feedback mechanism and the monitoring system for grievance redressal should be
stregthened. Ministries/Departments should also ensure timely submission of reports/returns
about the redressal of grievances to the Department of Administrative Reforms and Public
Grievances.

3. All ministries/departments are requested to implement the above instructions immediately and to send
a report in this regard to this department latest by the 30th September, 1993.

4. The receipt of this memorandum may kindly be acknowledged.

Sd/-
(B.K. BANSAL)
Deputy Secretary to the
Government of India
Tele. 353472
To
All Ministries/Departments.

25
ç'ukoyh
ea=kky;ksa@foHkkxksa esa deZpkjh f'kdk;r fuokj.k ra=k ds
ewY;kadu ds fy, izksiQkekZ
1- deZpkfj;ksa dh f'kdk;rksa ds lek/ku ds fy, ekStwnk ra=kA
2- D;k fdlh deZpkjh&f'kdk;r&vf/dkjh dks ukfer fd;k x;k gS\ ;fn gka] rks mldk uke] inuke
vkSj VsyhiQksu uaEcjA
3- D;k ea=kky;@foHkkx ds fu;a=k.kk/hu dk;kZy;ksa@laxBuksa esa deZpkjh&f'kdk;r&vf/dkfj;ksa dk
ukefufnZ"V fd;k x;k gSa\ ;fn gka] rks mudk fooj.k nsa (v/huLFk laxBu dk uke] irk] VsyhiQksu
uacj vkfn)A
4- D;k deZpkjh&f'kdk;r&vf/dkjh dk uke lHkh lacaf/r O;fDr;ksa dh lwpuk ds fy,
vf/lwfpr fd;k x;k gS@lwpuk iV~V ij yxk;k x;k gS\
5- (d) D;k deZpkfj;ksa dh cSBd ds fy, dksbZ fnu@le; fu/kZfjr fd;k x;k gS\
([k) D;k deZpkfj;ksa ds laxBuks]a ;fn dksbZ gksa] dks feyus ds fy, dksbZ fuf'pr le;kof/A
6- deZpkfj;ksa ds lkFk cSBd dk Lrj
7- O;fDrxr ekeyks]a nkoksa ds fuiVku dh dk;Zokgh] vfxzeksa ds vuqjks/] fpfdRlk izfriwfrZ vkfn ds
lacU/ esa dkjZokbZ djus dh ekStwnk O;oLFkkA
8- deZpkfj;ksa dh f'kdk;rksa dh izkfIr&lwpuk@fuiVku ds fy, fu;r le;&ekun.M
9- D;k ckj&ckj f'kdk;r gksus okys {ks=kksa dk irk yxkrs gsrq deZpkfj;ksa dh f'kdk;r dk dksbZ fo'ys"k.k
fd;k x;k gS\ ;fn gk¡ rks mlds C;kSjs D;k gSa\
10- xr ,d o"kZ ds nkjSku ikzIr gbq]Z fuiVkbZ xbZ vkjS yfacr iMh+ dep
Z kfj;kas dh f'kdk;rkas dh dy
q l[a;kA
11- fuEufyf[kr ds laca/ esa deZpkfj;ksa }kjk fiNys ,d o"kZ ds nkSjku dsUæh; iz'kklfud
vf/dj.k@U;k;ky; esa ys tk;s x;s ekeyksa dh la[;k&
(i) p;u@inkUsufr
(ii) vuq'kklfud ekeys
(iii) ofj"Brk@LFkk;hdj.k
(iv) rnFkZ fu;qfDr;ka@fu;ferhdj.k
(v) nSfud etnwjh@vkdfLed@fu;fer djuk
(vi) orsueku
(vii) vLFkkbZ lsok fu;e@lsok lekfIr
(viii) HkrhZ vkSj fu;qfDr
(ix) l'akk/ s u
(x) lsok&fuo`fÙk ij ns; jkf'k;ka
(xi) LFkkukraj.k
(xii) dksbZ vU; dkj.k
12- D;k deZpkfj;ksa dh f'kdk;rksa dh ekuhVfjax ds fy, dksbZ jftLVj j[kk tkrk gSA ;fn ugha j[kk tkrk
gS rks ekuhVfjax dh oSdfYid O;oLFkk D;k gS\
13- D;k f'kdk;rksa dh lquokbZ vkSj fuiVku ds fy, deZpkfj;ksa dh vnkyr@l{ke Lrj ij [kqyh cSBd
dh dksbZ iz.kkyh gS\ ;fn gS rks mldk C;kSjk nsaA
14- ;fn ugha rks D;k dEI;wVjhdj.k dh dksbZ xqatkb'k gS\

uksV % bl iz'ukoyh esa vko';d la'kks/u dj fn;k x;k gS] Ñi;k i`"B 71 ns[ksaA

26
QUESTIONNAIRE
Proforma for Evaluation of Staff Grievance Redressal Machinery in
Ministries/Departments

1. Existing machinery for resolving staff grievances


2. Whether a Staff Grievance Officer (SGO) has been nominated ? If so, his name,
designation and telephone number.
3. Have staff grievance officers been designated in the offices/organisations under the
control of the Minsitry/Department? If yes, give their particulars (Name of
subordinate organisation, name of office, address, tele no. etc.)
4. Whether name of the SGO had been notified/displayed for information of all
concerned.
5. (a) Whether any day/time fixed for meeting the staff.
(b) Any fixed periodicity for meeting staff associations, if any.
6. Level of Meeting with staff.
7. Arrangements at present for dealing with various personnel matters processing of
claims, request for advances, medical reimbursement, etc.
8. Time-norms fixed for acknowledgement/Disposal of staff grievances.
9. Whether any analysis of staff grievances is done to identify areas of recurrence
grievances. If so, details thereof.
10. Total Number of staff grievances received and disposed of during the last one year.
11. Number of cases taken by staff to CAT/Court during the last one year.
(i) Selection/Promotion—
(ii) Disciplinary matters—
(iii) Seniority/confirmation—
(iv) Adhoc appointment/regularisation
(v) Daily wages/Casual/Regularisation
(vi) Scale of pay
(vii) Temporary Service Rules/Termination of Service
(viii) Recruitment and Appointment
(ix) Reversion
(x) Retirement dues
(xi) Transfer
(xii) Any other reason
12. Whether any register for monitoring staff grievances is maintained. If not, alternative
system for monitoring.
13. Is there any system of staff adalats/open house sessions at competent levels for hearing
and disposal of grievances ? If so, details.
14. Is there scope for computerisation ?

Note : This Questionnaire has been subsequently revised. See page 71.

26
l[a;k d&s12011@4@95&ih-th-
Hkkjr ljdkj
dkfedZ ] ykds f'kdk;r vkjS i'asku e=akky;
(i'zkklfud l/ q kj rFkk ykd
s f'kdk;r foHkkx)
ljnkj iVsy Hkou
laln ekxZ
ubZ fnYyh&110001
fnukad % 10 tqykbZ] 1995

dk;ky
Z ; Kkiu
fo"k; % yksd f'kdk;rksa ds fuokj.k ds fy;s ekStwnk ra=k dks lfØ; cukukA

eq>s bl foHkkx ds fnukad 1 ekpZ] 1988 ds dk- Kk- la[;k 1@ikfylh@ih-th&88(7) dh vksj vkidk è;ku fnykus
dk funs'k gqvk gS ftlesa izR;sd ea=kky;@foHkkx@ljdkjh {ks=k ds miØe@Lok;Ùk'kklh laxBu esa vkarfjd f'kdk;r fuokj.k
ra=k xfBr fd;s tkus ds ckjs esa foLr`r vuqns'k tkjh fd;s x;s FksA
2- gkykafd vkarfjd f'kdk;r fuokj.k ra=k vc lHkh ea=kky;ksa vkSj foHkkxksa esa xfBr dj fy;s x;s gSa ijUrq yksd
f'kdk;rksa ds fuokj.k ds laca/ esa bldh izHkkodkfjrk leqfpr Lrj rd ugha jgh gSA vr% ea=kky;ksa@foHkkxksa esa f'kdk;r
fuokj.k ra=k dh dk;Z&iz.kkyh dh le;&le; ij leh{kk dh xbZ gS rkfd bls lqn`<+ djus ds mik; fd;s tk ldsa vkSj
;g turk dh t:jrksa ds izfr vf/d mÙkjnk;h gks ldsaA bl ij lko/kuhiwoZd fopkj djus ds ckn ;g fu.kZ; fy;k
x;k gS fd vkarfjd f'kdk;r fuokj.k ra=k dks vkSj vf/d et+cwr cukus ds fy;s fuEufyf[kr dne mBk;s tk,a%&
(i) izR;sd cq/okj dM+kbZ ls cSBd&foghu fnol ds :i esa j[kk tk,A
(ii) cSBd&foghu fnol ds ckjs esa Lokxr vf/dkfj;ksa] lqj{kk dfeZ;ksa vkSj pijkfl;ksa dks leqfpr funs'k ns fn;s tk,a
rkfd turk ds lnL; fcuk iwoZ fu/kZfjr le; ds vf/dkfj;ksa ls fey ldsaA
(iii) f'kdk;r funs'kd dk uke] inuke] dejk uacj] VsyhiQksu uacj vkfn dk;kZy;] Hkouksa@ea=kky;ksa ds Lokxr&d{kksa
vkSj vU; lqfo/ktud LFkkuksa ij Li"V :i ls iznf'kZr fd;s tk,aA
(iv) Lokxr&d{k esa rkyk yxk gqvk ,d f'kdk;r ckDl j[k fy;k tk,A
(v) f'kdk;rksa ds 'kh?kz fuiVku dh n`f"V ls] f'kdk;r funs'kd ,sls ekeyksa ds] tks fd 3 ekg ls vf/d le; ls
yafcr iM+s gksa] dkxtkr@nLrkosTk+ vkfn eaxkus gsrq lkSaih xbZ 'kfDr;ksa dk vf/dkf/d mi;ksx djsa rFkk
lacaf/r ea=kky;ksa@foHkkx ds lfpo vFkok foHkkx@laxBu ds vè;{k ds vuqeksnu ls fu.kZ; ysAa
(vi) izR;sd f'kdk;r ;kfpdk dh ikorh Hksth tk,A
(vii) ea=kky;@foHkkx izkIr gqbZ f'kdk;rksa dh Nkuchu djsa rkfd vf/d f'kdk;rksa okys {ks=kksa dk irk yx lds vkSj
bu f'kdk;rksa dh iqujko`fÙk dks de djus gsrq fuokjd mik; fd;s tk ldsaA
(viii) ea=kky;ksa@foHkkxksa@ljdkjh {ks=k ds miØeksa@Lok;Ùk'kklh laxBuksa esa f'kdk;r fuokj.k ra=k ds ckjs esa
vf/dkf/d izpkj fd;k tk,A

27
No. K-12011/4/95-PG
Government of India
Ministry of Personnel, Public Grievances and Pensions
(Department of Administrative Reforms and Public Grievances)

Sardar Patel Bhavan


Sansad Marg
New Delhi-110001.
Dated: 10.07.95

OFFICE MEMORANDUM
Subject:—Activating the existing Machinery for Redressal of Public Grievances

The undersigned is directed to refer to this department’s O.M. No. 1/PLCY/PG-88(7), dated the
1 March, 1988 in which detailed instructions regarding setting up of the Internal Grievance Redressal
st

Machinery in each Ministry/Department/Public Sector Undertaking/Autonomous Organisation of the


Government were issued.
2. While the Internal Grievance Redressal Machinery has now come to be established in all the
ministries/departments, its effectiveness in settling public grievances expeditiously has not been upto the
mark. The functioning of the Grievance Redressal Machinery in ministries/departments has, therefore,
been reviewed from time to time with a view to devising measures for strengthening it and making it more
responsive to the needs of the public. After careful consideration, it has been decided that the following
steps should be taken to further strengthen the Internal Grievance Redressal Machinery:
(i) The meetingless day on every Wednesday should be observed strictly.
(ii) The receptionists, security personnel and peons should be given suitable instructions about the
meetingless day so as to allow the members of the public to meet officers without prior appointment.
(iii) The name, designation, room number, telephone number, etc., of the Director Grievance should
be displayed prominently at the reception and other convenient place in the office buildings/
ministries.
(iv) A locked complaint box should be placed at the reception.
(v) In the interest of expeditious disposal of grievances the Director of Grievance should exercise
more frequently the powers vested in him to call for papers/documents of cases pending for
more than 3 months and take decisions with the approval of the Secretary of the Ministry/
Department or Head of the department/organizations.
(vi) Each grievance petition must be acknowledged.
(vii) Ministries/Department should analyse grievances received by them with a view to identifying
the major grievance-prone areas and take corrective measures to reduce recurrence of such
grievances.
(viii) More publicity should be given about the grievance redressal machinery in the ministries/
departments/public sector undertakings/autonomous organizations.

27
(ix) lekpkj&i=kksa ds f'kdk;r laca/h dkyekas dh izR;sd ea=kky;@foHkkx@vfHkdj.k }kjk fu;fer :i ls Nkuchu dh
tk, rkfd muls lcafa/r ekeykas dk irk yx lds vkjS le;c¼ vk/kj ij muds fuokj.k ds fy;s rjqUr dkjoZkbZ
dh tk ldsA
(x) ,slh lsokvksa@fØ;kdykiksa ls lacaf/r vkosnu&i=kksa ,oa vuqjks/ksa ds fuiVku gsrq] ftuds laca/ esa turk dk okLrk
ea=kky;@foHkkx ls iM+rk gS] le; ekun.M fu/kZfjr fd;k tk, rkfd csgrj tu&laidZ vkSj vf/dkf/d
tokcnsgh lqfuf'pr dh tk ldsA
(xi) dep
Z kfj;kas dh f'kdk;rkas ij dkjoZkbZ djus ds fy;s iRz;d
s e=akky;@foHkkx@dk;ky
Z ; eas ^dep
Z kjh f'kdk;r&fuokj.k
vf/dkjh* euksuhr fd;k tk,A
(xii) f'kdk;rksa ls lacaf/r ^^iQhM&cSd ra=k** vkSj ekWuhVfjax O;oLFkk dks lqn`<+ fd;k tk,A
(xiii) bl foHkkx dks Hksth tkus okyh fjiksVs±@foojf.k;ka ;Fkk& fu/kZfjr izfØ;k ds vuqlkj Hkstrs jgsaA
3- lHkh ea=kky;ksa@foHkkxksa ls vuqjks/ gS fd os mi;qZDr vuqns'kksa dk dM+kbZ ls vuqikyu djsaA
4- Ñi;k bl Kkiu dh ikorh HksatsaA

gLrkñ@&
(fdj.k vxzoky)
vij lfpo
nwjHkk"k % 3732133
lsok esa
lHkh ea=kky;@foHkkx

28
(ix) The grievance column of the newspapers should be regularly examined by each Ministry/
Department/agency of Government for picking up cases which relate to it and quick action
should be taken for their redressal on a time-bound basis.
(x) Time norms for disposal of application/requests for services/activities which bring the public in
contact with the Ministry/Department should be fixed so as to ensure improved public interface
and greater accountability.
(xi) A Staff Grievance Officer (SGO) should be designated in every Ministry/Department/Office to
deal with grievances of the employees.
(xii) The feedback mechanism and monitoring of grievances should be strengthened.
(xiii) Reports/returns required to be sent this Department should be sent as prescribed

3. All Ministries/Departments are requested to ensure strict compliance with the above instructions.
4. The receipt of this memorandum may kindly be acknowledged.

Sd/-
(Kiran Aggarwal)
Additional Secretary
Tele: 3732133

To
All Ministries/Departments.

28
ih-lh- gkrsk
lfpo Hkkjr ljdkj
nwjHkk"k % 3014848 dkfedZ ] ykd
s f'kdk;r vkjS i'asku e=akky;
iQSDl % 3012432 i'zkklfud l/q kj rFkk ykd
s f'kdk;r foHkkx
ubZ fnYyh&110001
fnukad % 23 vxLr] 1996
v- 'kk- i=k la- 48011@1@95&vks- ,.M ,e-
fiz; Jh
20 vxLr] 1996 dks foHkkx ls lac¼ lalnh; LFkk;h lfefr dh cSBd esa lalnh; LFkk;h lfefr ds lnL;ksa us
dqN ea=kky;ksa vkSj la?k&'kkflr {ks=k iz'kkluksa }kjk f'kdk;rksa ij rqjUr dkjZokbZ u fd;s tkus vkSj laln lnL;ksa ds i=kksa dk
mÙkj rqjUr u fn;s tkus ij fpark O;Dr dh gSA
eSa bl egRoiw.kZ fo"k; ij bl ea=kky; }kjk tkjh fd;s x;s vuqns'kksa dh izfr bl vuqjks/ ds lkFk Hkst jgk gwa fd
Ñi;k laln lnL;ksa ls izkIr i=kksa dks izkFkfedrk nsa vkSj ;fn vafre mÙkj nsus esa dqN foyac gksus dh laHkkouk gks rks
Ñi;k de&ls&de varfje mÙkj vo'; Hkst fn;k tk,A
bl fo"k; ij ,d foLr`r fVIi.kh layXu gSA
lknj]
vkidk]
gLrkñ@&
(ih- lh- gksrk)
lsok es]a
lHkh ea=kky;@foHkkx@
jkT;ksa ds eq[; lfpo@
la?k 'kkflr {ks=kksa ds iz'kkld

29
P.C. HOTA Hkkjr ljdkj
lfpo dkfed
Z ] ykd
s f'kdk;r rFkk i'asku e=akky;
SECRETARY ubZ fnYyh& 110001
Tele.: 3014848 GOVERNMENT OF INDIA
Fax: 3012432 MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
NEW DELHI-110001

D.O. No. 48011/1/95-O&M August 23,1996


Dear Shri,

On 20th of August 1996, in the meeting of the Department-related Standing Committee of the Parliament,
the Members expressed their concern about of lack of Promptitude of some Ministries and the Union
Territory Administrations to grievances and replies to letters of Members of the Parliament.
I enclose a copy of the instruction issued by this Ministry on this important subject, and request you to
kindly give due priority to letters from Members of Parliament and send them at least an interim reply if
a final reply is likely to take time.
A detailed Note on the subject is enclosed.
With regards,

Your sincerely,
Sd/-
(P.C. HOTA)

To,
All Ministries/Departments/
Chief Secretaries of States/
Administrators of UTs

29
dk;ky
Z ; i¼fr fu;e ifqLrdk ds ijSk 57] 60] 122] 115 vkjS 116 ds m¼j.k

iSjk 57% laln lnL;ksa ds lkFk i=k O;ogkj


(i) laln lnL;ksa ls izkIr i=kksa dh vksj rRdky è;ku fn;k tkuk pkfg,A
(ii) ;fn i=k fdlh e=akh ds uke Hkt
s k x;k gks rks mldk mÙkj ;FkklHako Lo;a e=akh }kjk fn;k tkuk pkfg,A vU; ekeykas
esa i=kksa dk mÙkj dsoy lfpo Lrj ds vf/dkjh ds gLrk{kjksa ls gh tkuk pkfg,A
(iii) ysfdu ;fn i=k fdlh lEc¼ vFkok v/huLFk dk;kZy; ds uke Hkstk x;k gks rks mldk mÙkj izkIrdrkZ }kjk
Lo;a gh fn;k tkuk pkfg,A ,sls useh ekeyksa esa og Lo;a gh mfpr mÙkj Hkst ldrk gS ftlesa uhfr laca/h iz'u
xzLr u gksa ,sls ekeyksa es]a ftuesa uhfr laca/h iz'u xzLr gksa] vf/dkjh dks mÙkj Hkstus ls igys mPprj
izkf/dkfj;ksa ls ijke'kZ dj ysuk pkfg,A
(iv) laln lnL; }kjk ekaxh xbZ lwpuk lkekU;r% ns nh tkuh pkfg, c'krs± fd ekaxh xbZ lwpuk dh izÑfr ,slh u
gks fd mls laln ds lnuksa esa ekaxs tkus ij Hkh euk dj fn;k tk,A
iSjk 60% izkIr i=kksa dk 'kh?kzkfr'kh?kz mÙkj
(i) fdlh laln lnL; ls izkIr i=kkfn dk mÙkj iUæg fnu ds vanj fn;k tk,xkA
(ii) ftu ekeyksa esa vafre mÙkj Hkstus esa foyEc gksus dh laHkkouk gks] vFkok vU; ea=kky; vFkok vU; dk;kZy;
ls lwpuk izkIr dh tkuh gks] muds ckjs esa varfje mÙkj iUæg fnu ds vUnj Hkst fn;k tk,xkA ftuesa vafre
mÙkj Hkstus dh laHkkfor rkjh[k dk mYys[k gksA
(iii) ;fn dksbZ i=kkfn fdlh lacaf/r foHkkx dks xyrh ls Hkst fn;k x;k gks rks mls mi;qDr foHkkx dks 'kh?kzkfr'kh?kz
(rhu fnu ds vUnj) gLrkarfjr dj fn;k tk, vkSj ftldh lwpuk lac¼ i{k dks ns nh tk,A
(v) ;fn fdlh ekeys esa fdlh O;fDr ds vkosnu dks fdlh dkj.k ls Lohdkj ugha fd;k tk ldrk gks rks ,sls
vuqjks/ dks Lohdkj u djus ds dkj.k crk, tkus pkfg,A
iSjk 122% laln lnL;ksa ls izkIr i=kksa ds fuiVku ij fuxjkuh
(i) laln lnL;ksa ls izkIr i=kksa ij fo'ks"k fuxjkuh j[kus ds fy, izR;sd vuqHkkx ,d jftLVj j[ksxkA
(ii) izR;sd eghus dh igyh vkSj iUægoha rkjh[k dks vuqHkkx ,sls i=kksa ds fuiVku@mudh fLFkfr@muds yafcr iM+s jgus
ds dkj.kkas dh fjikVsZ lfgr] jftLVj dks Nkuchu ,oa ;Fkko';d dkjoZkbZ grsq vius ofj"B vf/dkfj;kas dks iLzrrq
djxasAs
iSjk 115d% le; lhek,a
foHkkx }kjk fd;s tkus okys dk;ks± dks ;FkklaHko vf/d ls vf/d izdkj ds ekeyksa ds fuiVku ds fy;s foHkkxh;
vuqns'kksa ds ekè;e ls le;&lhek fu/kZfjr dh tk,xhA vkofr;ksa ds fuiVku ds izcks/u ds fy;s lwpuk nsus dh
vlk/kj.k if¼r 'kq: dh tk,xhA
iSjk 116d% yksd f'kdk;rksa dk fuiVkuk
(i) yksd f'kdk;rksa ls lacaf/r dkxtkrksa ds lapyu esa foyac dh tkap fu.kZ; ysus okys vf/dkfj;ksa ds Lrj ij dh
tk,xhA
(ii) mi lfpo rFkk Åij ds lHkh vf/dkjh vius v/huLFk izHkkxksa ls lacaf/r yksd f'kdk;rksa dk fuokj.k djsaxAs
os yksd f'kdk;rksa ij lgkuqHkwfriwoZd fopkj djssaxs vkSj ,sls ekeyksa esa 'kh?kz fu.kZ; ysus gsrq fo'ks"k iz;kl djsaxAs

30
Extract of Paras 57, 60, 122, 115 and 116 of the Manual of Office Procedure

Para 57: Correspondence with Members of Parliament


(i) Communications received from members of Parliament should be attended to prompt.ly

(ii) Where a communication is addressed to a Minister, it should as far as practicable be replied to by


the Minister himself. In other cases a reply should normally be issued over the signature of an
officer of the rank of Secretary only.

(iii) Where, however, a communication is addressed to the Head of an attached or subordinate office,
it should be replied to by the addressee himself. In routine matters not involving questions of
policy, he may send an appropriate reply on his own. In matter involving questions of policy,
however, the officer should have prior consultation with higher authorities before sending a reply.

(iv) Normally information sought by a Member should be supplied unless it is of such a nature that it
could have been denied to him even if asked for on the floor of the House of Parliament.

Para 60: Prompt response to letters received

(i) Each communication received from a member of Parliament will be replied to within 15 days.

(ii) Where delay is anticipated in sending a final reply or information has to be obtained from another
ministry or office, reply will be sent within a fortnight indicating the possible date by which a final
reply can be given.

(iii) If any such communication is wrongly addressed to a department, it will be transferred within 3
days to the appropriate department under intimation to the party concerned.

(iv) Where the request of the Member of the Public can not be acced to for any reasons, reasons for
not acceding to such a request should be given.

Para 122: Watch on disposal of communications revived from members of Parliament

(i) Each section/personnel section will maintain a register of communication received from Members
of Parliament.

(ii) On 1 st and 15th day of each month the sections will submit the register along with the report on the
disposal/status/reasons of pendancy of such communication to their senior officers for scrutiny
and for such other appropriate action considered necessary.

Para 115A: Time limits

Time limits will be fixed for disposal of as many types of cases as possible handled in the department
through departmental instructions. The system of exception reporting will be introduced to monitor
the disposal of receipts.

Para 116A: Handling of Public Grievances

(i) Delay in the movement of papers concerning public grievances will be checked at decision-
making levels.

(ii) All officers of the level of Deputy Secretary and above will redress public grievances pertaining
to the divisions under their charge. They will view public grievances with sympathy and make

30
os izkIr gqbZ f'kdk;rksa dh O;fDrxr :i ls ikorh Hkstsaxs] mu ij vuqorhZ dkjZokbZ djsaxs rFkk mudk fuokj.k djsaxsA
ikorh okys i=k esa fuokj.k ds fy, izLrkfor fof'k"V le;&lhek crkbZ tk,xhA
(iii) iRz;d
s foHkkx eas fu;Dqr fd;k x;k f'kdk;r fun'skd] foHkkx ds lcafa/r vf/dkfj;kas }kjk fuiVkbZ xbZ f'kdk;rkas
dks ekWuhVj djsxkA

fVIi.kh
ea=kky;ksa@foHkkxksa rFkk la?k&'kkflr {ks=k ds iz'kkluksa ls vuqjks/ fd;k tkrk gS fd os&
(d) la?k&'kkflr {ks=kksa ds lHkh foHkkxks@a lac¼ ,oa v/huLFk dk;kZy;ksa rFkk lkafof/d fudk;ksa esa f'kdk;rksa dk
izHkkoh <ax ls fuokj.k djus ds fy, rRdky dkjZokbZ djsaA
([k) yksd f'kdk;rksa ds fuokj.k ls lacaf/r ra=k rFkk dk;Z&i¼fr dk O;kid izpkj djsaA
(x) laln lnL;ksa ls izkIr i=kksa ds mÙkj nsus ds ckjs esa le; lhek,a ykxw djsa vkSj muds fuiVku ij fuxjkuh j[ksaA
(?k) deZpkfj;ksa }kjk f'kdk;r fuokj.k ds dk;Z fn[kkbZ xbZ xq.koÙkk dks muds dk;Z&fu"iknu ewY;kadu esa 'kkfey
djAas
(Ä) fofHkUu deZpkfj;ksa ij ykxw vkpj.k fu;eksa ds vuqlkj tkucw> dj xyrh djus okys deZpkfj;ksa ds f[kykiQ
vuq'kklfud dkjZokbZ djsaA
(p) f'kdk;rksa ds fuokj.k ds fy;s mBk;s x;s fofHkUu dneksa dks iz'kklu dh okf"kZd dk;Z ;kstuk esa 'kkfey djsaA

31
special efforts to decide on such cases expeditiously. They will individually acknowledged, follow
up and redress complaint cases which come to them. In the acknowledgement letters a specific
time-limit proposed for redress will be indicated.

(iii) The Director of Grievances appointed in each department will monitor the disposal of grievances
by the concerned departmental officers.

NOTE
The Ministries/Department and the Administrations of the Union Territories are requested;
(a) to take immediate action for effective redressal of grievances in all Departments of the Union-
Territories, attached/subordinate offices and statutory bodies.
(b) to give wide publicity to the machinery as well as the procedure for redressal of public grievances.
(c) to ensure enforcement of time limits for sending replies to references received from Members of
Parliament and monitor their disposal.
(d) to include in the performance appraisal of the officials, the quality of their performance in grievance
redressal.
(e) to initiate disciplinary action for deliberate default, in terms of the conduct rules applicable to various
employees, and
(f) to include in theAnnual Action Plan of the Administration various steps taken for redressal of
grievances.

31
l[a;k % d&s12014@9@96&ihth
Hkkjr ljdkj / GOVERNMENT OF INDIA
i'zkklfud l/ q kj rFkk ykd
s f'kdk;r foHkkx
DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES
ljnkj iVy
s Hkou] ll
a n ekx]Z ubZ fnYyh&110001
SARDAR PATEL BHAVAN, SANSAD MARG, NEW DELHI-110001

fnukad % 7 vDVwcj] 1996

dk;ky
Z ; Kkiu
fo"k; % yksd f'kdk;rksa ds fuokj.k ds laca/ esa yksd f'kdk;r fuokj.k dk;Z vkSj izkfIr;ksa ds fuiVku
laca/h vkadM+ksa dks ea=kky;ksa@foHkkxksa dh okf"kZd dk;Z ;kstuk vkSj okf"kZd iz'kklfud fjiksVZ esa 'kkfey
djukA

v/ksgLrk{kjh dks ;g dgus dk funs'k gqvk gS fd bl foHkkx ds dk;Z dh tkap ds nkSjku lalnh; LFkk;h lfefr
us e=akky;k@asfoHkkxkas eas ykd
s f'kdk;r fuokj.k dks ikzFkfedrk nuss dh vkjS ykd
s f'kdk;r fuokj.k r=ak dks vf/d mÙkjnk;h
cukus dh bPNk O;Dr dh gSA yksd f'kdk;r ra=k vkSj mlls lacaf/r dk;ks± rFkk yksd f'kdk;rksa dh izkfIr@fuiVku ls
lacaf/r vkadM+ksa dks ea=kky;@foHkkx dh okf"kZd dk;Z ;kstuk vkSj okf"kZd iz'kklfud fjiksVZ dk Hkkx cuk;k tkuk pkfg,A
2- vr% ;g vuqjks/ fd;k tkrk gS fd mi;qZDr enksa dks vius ea=kky;@foHkkx dh okf"kZd dk;Z ;kstuk vkSj okf"kZd
iz'kklfud fjiksVZ esa 'kkfey djus ds fy, vko';d dkjZokbZ djsaA bl ekeys esa dh xbZ dkjZokbZ dh lwpuk bl foHkkx
dks rRdky nh tk,A
gLrkñ@&
(lqf"erk nklxqIrk)
mi lfpo] Hkkjr ljdkj
iQksu ua- 3360369
lsok esa
lHkh ea=kky;@foHkkx

32
Lk[a;k /No. K-12014/9/96-PG
Hkkjr ljdkj / GOVERNMENT OF INDIA
i'zkklfud l/ q kj vkjS ykd
s f'kdk;r foHkkx
DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES
Lkjnkj iVy
s Hkou] ll
a n ekx]Z ubZ fnYyh&110001
SARDAR PATEL BHAVAN, SANSAD MARG, NEW DELHI-110001

fnukd
a / Dated 7-10-1996

OFFICE MEMORANDUM

Subject: Inclusion of the Public Grievance Redressal work and receipt disposal statistics relating
to redress of public grievances in the Annual Action Plan and the Annual Administrative
Report of Ministries/Departments.

The undersigned is directed to say that while examining the work of this Department the Parliamentary
Standing Committee has desired to prioritize public grievance redressal in the Ministries/Departments and
to make the Public Grievance Redressal Machinery more responsive. The machinery and work relating
to public grievances and the statistics relating to receipt/disposal of public grievances should form a part
of the Annual Action Plan and the Annual Administrative Report of the Ministry/Department.
2. It is, therefore, requested that necessary action to include the above items in the Annual Action
Plan and the Annual Administrative Report of your Ministry/Department may please be taken. Action
taken in the matter may please by intimated to this Department.

Sd/-
(Sushmita Dasgupta)
Deputy Secretary to the Government of India
Tele. : 3360369

To
All Ministries/Departments

32
l[a;k % d&s12012@6@96&ih-th-
Hkkjr ljdkj
dkfedZ ] ykds f'kdk;r vkjS i'asku e=akky;
(i'zkklfud l/ q kj rFkk ykd
s f'kdk;r foHkkx)
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh] fnukad 31 vDVwcj] 1996

dk;ky
Z ; Kkiu
fo"k; % dsUnz ljdkj ds ea=kky;ksa@foHkkxksa@dk;kZy;ksa esa yksd f'kdk;rksa ls lacaf/r dk;Z ds fuiVku ds fy,
le;&lhek fu;r djukA
v/ksgLrk{kjh dks ;g dgus dk funs'k gqvk gS fd x`g ea=kky; ls laca/ lalnh; LFkk;h lfefr us gky gh esa ;g
fVIi.kh dh gS fd dsUnz ljdkj ds ea=kky;ksa@foHkkxksa@dk;kZy;ksa esa yksd f'kdk;rksa ds fuiVku dk dk;Z vlarks"ktud gSA
lalnh; LFkk;h lfefr dh bu fVIif.k;ksa dks è;ku esa j[krs gq, bl foHkkx us f'kdk;rksa ds fuiVku ds fy, le;&lhek
fu/kZfjr dh gSA bl laca/ esa gekjs dk-Kk-la- Mh&12012@6@96&ih-th- rkjh[k 16&10&96 dh izfr lwpukFkZ layXu gSA
2- vuqjks/ gS fd vius ea=kky;@foHkkx esa yksd f'kdk;rksa ds fuokj.k ls lacaf/r dk;Z dh le;&lhek fu;r djus ls
lacaf/r ekeys dh tk¡p djsa vkSj f'kdk;r ds fuiVku dh le;&lhek fu/kZfjr djsaA bl laca/ esa tkjh fd, x, vkns'kksa
dh ,d izfr bl foHkkx dks Hksth tk,A vius ea=kky;@foHkkx ds v/hu dk;Zjr dk;kZy;ksa dks muls lacaf/r yksd
f'kdk;rksa ds fuiVku dh le;&lhek fu/kZfjr djus dh lykg nsAa

gLrkñ@&
(nsfodk dqekj)
fun'skd
lsok esa
lHkh ea=kky;@foHkkx

33
No. D-12012/6/96-PG

Government of India
Ministry of Personnel, Public Grievances and Pensions
Department of Administrative Reforms and Public Grievances

Sardar ratel Bhavan, Sansad Marg,


New Delhi, the 31st October, 1996.

OFFICE MEMORANDUM

Subject : Fixation of Time Limits for Disposal of Work Relating to Public Grievances in
Ministries/Departments/Offices of the Central Government.

The undersigned is directed to say that the Parliamentary Standing Committee on Ministry of
Home Affairs has recently observed that the disposal of public grievances in the Ministries/Deptts./Offices
of the Central Government is unsatisfactory. Keeping in view the observations of the Parliamentary
Standing Committee, this Department has fixed time limits for disposal of grievances. A copy of our O.M.
No. D-12012/96-PG dated 16th October, 1996 in this regard is enclosed for information.

2. It is requested that the matter relating to fixing of time limits for work relating to redressal of public
grievances in your Ministry/Department may please be examined and time limits for disposal may be
fixed. A copy of the orders issued in this regard may please be forwarded to this Department offices
working under your Ministry/Department may also please be advised to fix time limits for disposal of
public grievances pertaining to them.

Sd/-
(Devika Kumar)
Director
To
All Ministries/Departments

33
i'zkklfud l/q kj rFkk ykds f'kdk;r foHkkx
Hkkjr ljdkj
ljnkj iVys Hkou] ll a n ekx]Z ubZ fnYyh&110001

nfsodk deqkj (Jherh)


fnukad % 25 iQjojh] 1997
funs'kd (yksd f'kdk;r)
nwjHkk"k % 3352325
v- 'kk- ia- Mh&12012@3@97 ih- th-

fiz;
bl foHkkx dks bl vk'k; ds vH;kosnu izkIr gq, gSa fd fdlh f'kdk;r ;kfpdk dks vLohÑr djus dk vafre
fu.k;Z lEifsz"kr djus okys mÙkj dks Hkt
s rs le; ;kfpdkdrkZ dks dHkh&dHkh mu dkj.kkas dh tkudkjh ugha nh tkrh ftuds
vk/kj ij ;kfpdk vLohÑr dh xbZ gSA blds ifj.kkeLo:i ;kfpdkdrkZ dks fu.kZ; ds vk/kj dh tkudkjh ugha fey
ikrhA ifj.kker% fu.kZ; ds udkjkRed gksus ds dkj.k ;kfpdkdrkZ ds eu esa ,d vkSj f'kdk;r iSnk gks tkrh gSA vr%
vuqjks/ gS fd fdlh f'kdk;r dks vLohÑr djrs le; ;kfpdkdrkZ dks mu dkj.kksa ;k fu;eksa dh tkudkjh nh tkuh
pkfg, ftuds rgr f'kdk;r vLohÑr dh xbZ gS tgka dgha O;ogk;Z gks ogka vihy izkf/dkjh dk C;kSjk Hkh fn;k tkuk
pkfg,A Ñi;k bls vius ea=kky; ds v/hu lHkh ,tsfUl;ksa vkSj lkoZtfud {ks=k dh bdkb;ksa ds è;ku esa yk,a vkSj vkids
}kjk tkjh vuqns'kksa dh izfr bl foHkkx dks HkstsAa
lknj]

Hkonh;]
gLrkñ@&
(nsfodk dqekj)
lsok esa
lHkh ea=kky;ksa@foHkkxksa esa funs'kd (yksd f'kdk;r)

izfr %&
(1)funs'kd (yksd f'kdk;r)
yksd f'kdk;r funs'kky;
eaf=keaMy lfpoky;
(2)vkbZ- vks- (x`g)
gLrkñ@&
(nsfodk dqekj)

34
Ik'zkklfud l/ q kj vkjS ykds f'kdk;r foHkkx
Hkkjr ljdkj
Lkjnkj iVy s Hkou] ll a n ekx]Z ubZ fnYyh& 110001
DEPARTMENT OF ADMINISTRATIVE
Devika Kumar (Mrs.) REFORMS & PUBLIC GRIEVANCES
Director (PG) GOVERNMENT OF INDIA
Tele: 3352325. SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

vú 'kkú iú lúa fnukd


a

D.O. No. D—12012/3/97-PG Dated: 25-2-97

Dear
It has been represented to this Department that, while sending replies communicating final decision
rejecting a grievance petition, the grounds on which the petition has been rejected are sometimes not
communicated to the petitioner. As a result , the petitioner does not know the basis of the decision.
Consequently, the decision being negative, the petitioner harbours a further sense of grievance. It is,
therefore, requested that while rejecting a grievance petition, the reason or the rule(s), if any, under which
it has been rejected should be communicated to the petitioner alongwith details of the appellate authority
where applicable. Please bring this to the notice of all agencies and public sector units under your Ministry
and send this Department a copy of the instruction issued by you.
With regards,

Yours sincerely,

Sd/-
(Devika Kumar)
To
Director of Public Grievances in all Ministries/Departments

Copy to:—

(1) Director (PG),


Directorate of Public Grievances
Cabinet Secretariat.
(2) I.O. (Home).
Sd/-
(Devika Kumar)

34
Hkkjr ljdkj
dkfed Z ] ykds f'kdk;r rFkk i'asku e=akky;
i'zkklfud l/ q kj vkjS ykds f'kdk;r foHkkx
ljnkj iVys Hkou] ll a n ekx]Z ubZ fnYyh&110 001

nfsodk deqkj
funs'kd (yksd f'kdk;r)
fnukad % 8 vDVwcj] 1998
nwjHkk"k % 3362325
v-'kk- i-la- ds&13011@14@98&ih-th-

fiz; egksn;]

bl foHkkx dks bl vk'k; ds vH;kosnu izkIr gq, gSa fd ea=kky;@foHkkx ml vf/dkjh ds VsyhiQksu@iQSDl la[;k
dk mYys[k ugha djrs gS ftuds gLrk{kj ls ;kfpdkdrkZ dks fu.kZ;@mÙkj laizsf"kr fd;k tkrk gSA
2- eSa vkHkkjh jgwaxh ;fn vki i=k ij ml vf/dkjh dk VsyhiQksu ua-@iQSDl ua- nsus ij è;ku nsa ftlds gLrk{kj ls og
i=k tkjh fd;k tkuk gSA bl laca/ esa dk;kZy; i¼fr dh fu;e iqLrd ds iSjk 62(12) dh vksj vkidk è;ku vkdf"kZr
fd;k tkrk gS ftlesa ;g vis{kk dh xbZ gS fd ml vf/dkjh ds uke] inuke vkSj VsyhiQksu la[;k dk vfuok;Z :i
ls mYys[k fd;k tkuk pkfg, ftuds gLrk{kj ls i=k tkjh fd;k tkuk gSA
lknj]

vkidh]

gLrkñ@&
(nsfodk dqekj)

lsok esa
lHkh ea=kky;ksa@foHkkxksa ds la;qDr lfpo@funs'kd (yksd f'kdk;r)

35
Hkkjr ljdkj
dkfedZ ] ykd
s f'kdk;r rFkk i'asku e=akky;
Ik'zkklfud l/q kj vkjS ykds f'kdk;r foHkkx
Lkjnkj iVy s Hkou] ll a n ekx]Z ubZ fnYyh& 110001
Devika Kumar GOVERNMENT OF INDIA
Director (PG) MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
Tel. 3362325 & PENSIONS
DEPARTMENT OF ADMINISTRATIVE
REFORMS & PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG,
NEW DELHI-110 001

vú 'kkú lúa fnukd


a
D.O. No. K. 13011/14/98-PG Dated 08-10-1998

Dear Sir,
It has been represented to this department that Ministries/Departments do not indicate the telephone/
fax number of the officer over whose signature a communication regarding the decision/reply is to issue
to the petitioner.
2. I shall be grateful if care is taken to indicate the telephone/fax number of the officer over whose
signature such communication is to issue. In this connection, your attention is also invited to para 62(12)
of the Manual of Office Procedure which requires that the name, designation and telephone number of
the officer, over whose signature a communication is to issue, should invariably be indicated.

With regards,

Yours sincerely,

Sd/-
(Devika Kumar)

To,
Joint Secretaries (PG)/Directors (PG) of all Ministries/Departments

35
çHkkr dqekj eaf=keaMy lfpo
ubZ fnYyh
v-'kk- la[;k 502@1@1@98&lh- ,-&V 21 flrEcj] 1999
fiz; lfpo]
tSlk fd vkidks fofnr gS] yksd lsok dk ,d egRoiw.kZ nkf;Ro ^^rRijrk vkSj f'k"Vrk** gS blfy, bls fo'ks"k
rkSj ij vkpj.k fu;eksa esa 'kkfey fd;k x;k gSA
2- rFkkfi] esjs è;ku esa ;g yk;k x;k gS fd ofj"B vf/dkjh dHkh&dHkh VsyhiQksu dky ij izkIr gq, lans'kksa dk
rRijrk ls tokc ugha nsrs gSaA
3- vr% esjk vkils vuqjks/ gS fd Ñi;k ;g lqfuf'pr djsa fd rRijrk vkSj f'k"Vrk lesr yksd lsok ds nkf;Ro
dk lPph Hkkouk ls ikyu gksA
lknj]
vkidk]
gLrkñ@&
(izHkkr dqekj)
lsok esa]
Hkkjr ljdkj ds lHkh lfpo (uke ls)

36
eaf=keaMy lfpo
PRABHAT KUMAR CABINET SECRETARY
NEW DELHI

D.O. No. 502/1/1/98-CA.V September 21, 1999

Dear Secretary,

As you are aware one of the important obligations of public service is ''promptness and courtesy'' and
hence this has been specifically listed in the Conduct Rules.

2. It has, however, been brought to my notice that senior officials have, on some occasions, not been prompt
in responding to or returning telephonic calls and messages.

3. I would, therefore, request you to kindly ensure that the obligations of public service, including
promptness and courtesy, are carried out in their true spirit.

With regards,

Yours sincerely,

Sd/
(Prabhat Kumar)
To
All Secretaries to the Govt. of India
(By Name)

36
eaf=keaMy lfpo
ubZ fnYyh
iHzkkr deqkj

v- 'kk- la- % ds&11013@10@99&ih- th- fnukad % 30 vDVwcj] 1999

fiz; lfpo]
yksd f'kdk;r fuokj.k ls lacfa /r lfpoksa dh LFkk;h lfefr us fofHkUu ea=kky;ks@a foHkkxksa@dk;kZy;ksa esa f'kdk;r
fuokj.k iz.kkyh dh leh{kk djrs gq;s ;g vfHker O;Dr fd;k gS fd yksd f'kdk;r fuokj.k ds fo"k; ij i;kZIr è;ku
ugha fn;k tk jgk gSA tSlk fd vki tkurs gS]a tu vlarks"k dk ;g izeq[k eqn~nk gS vkSj laln lnL;ksa rFkk fofHkUu lalnh;
lfefr;ksa }kjk bl laca/ esa vkykspuk dh tkrh jgh gSA
2- iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us vius 1 ekpZ] 1988 ds dk;kZy; Kkiu (izfr layXu) ds rgr
yksd f'kdk;r fuokj.k ra=k dks lqn`<+ djus ds ckjs esa fn'kk&funsZ'k tkjh fd;s gSAa rFkkfi] yksd f'kdk;rksa dk fo'ys"k.k
djrs le; ;g vko';d gS fd mu {ks=kksa dk irk yxk;k tk, tgka vf/d f'kdk;rsa gksrh gSa rFkk ogka fuokj.k ra=k esa
lkewfgd ifjorZu djus ij fopkj fd;k tk, rkfd ,slh f'kdk;rsa fiQj u gksaA ;g lq>ko gS fd f'kdk;r fuokj.k ra=k
dks vf/d izHkkoh cukus ds fy, fuEufyf[kr mik; fd;s tk, %&
(d) f'kdk;rksa dh rRdky ikorh Hksth tk,]
([k) mudk lko/kuh ls fo'ys"k.k fd;k tk,]
(x) iz;ksDrkvksa ls izfrlwpuk (iQhM cSd) eaxkbZ tk,]
(?k) f'kdk;rksa ij dkiQh ofj"B Lrj ij fu.kZ; fy;k tk,]
(Ä) f'kdk;rdrkZ dks rdZ&laxr tokc fn;k tk,] vkSj
(p) miHkksDrkvksa@xzkgdksa ds lkFk laidZ fd;k tk,A
3- ,slh vk'kk dh tkrh gS fd vkids ea=kky;@Lok;r'kklh dk;kZy;ksa ls lacaf/r ukxfjd pkVZj rS;kj dj fy;s x;s
gksaxAs ;s ukxfjd pkVZj Ñi;k osclkbV ij iznf'kZr fd;s tk,a vkSj lekpkj ekè;e ls bUgsa izdkf'kr djok;k tk,A vkids
ea=kky;@dk;kZy;ksa ds f'kdk;r vf/dkfj;ksa ds uke lekpkj&i=kksa esa izdkf'kr djok, tk,aA
4- esjk vkils vuqjks/ gS fd vki vius ea=kky;@dk;kZy; esa yksd f'kdk;r fuokj.k ra=k dh 'kh?kz leh{kk djsa vkSj
yksd f'kdk;rksa rFkk deZpkfj;ksa dh f'kdk;rksa ds fu;fer fo'ys"k.k ij è;ku nsAa bl laca/ esa dh xbZ dkjZokbZ dh ,d
fjiksVZ vxys ,d ekg ds Hkhrj iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks Hkst nh tk, rkfd os bl laca/ esa ,d
lesfdr fjiksVZ eq>s izLrqr dj ldsaA
vkidk]
gLrkñ@&
(izHkkr dqekj)
lsok esa
lHkh ea=kky;ksa@foHkkxksa ds lfpo

37
Ekfa=keMay lfpo
CABINET SECRETARY
PRABHAT KUMAR NEW DELHI

D.O. No. K-11013/10/99-PG Dated : 30 October, 1999

Dear Sir,
The Standing Committee of Secretaries on Public Grievance Redress has observed while reviewing
grievance redressal systems that in various Ministries/Departments/Offices not much attention is being
given to the subject of public grievance redressal. As you are aware, this is a major source of public
dissatisfaction and the subject of criticism by Member of Parliament and various Parliamentary Standing
Committee.
2. The Department of Administrative Reforms & Public Grievances vide their O.M. dated 1 March 1988
(copy enclosed) has issued guidelines regarding strengthening of machinery and redressal of public
grievances. However, it is also necessary to focus attention on the analysis of public grievances to identify
grievance prone areas and to implement systemic changes to reduce recurrence of such grievances. It is
suggested that the following measures may be taken to make grievance redressal mechanism more
effective:
(a) prompt acknowledgement of grievances;
(b) their careful analysis;
(c) obtaining feedback from the users;
(d) taking decision on grievances at a fairly senior level;
(e) sending reasoned reply to the complainant; and
(f) selective interaction with consumers/customers
3. It is expected that the Citizens Charter pertaining to your Ministry/autonomous offices must have been
formulated. The Citizens Charter needs to be placed on the website and publicized through the news
media. The names of the Grievance Officers of your Ministry/Offices may be published in the newspapers.
4. I would request you to urgently review the public grievance redressal, machinery in your Ministry/
Office and focus attention on regular analysis of public and staff grievances. A report on the action taken
in this regard may be sent to the Department of Administrative Reforms & Public Grievances within the
next one month to enable them to put up a consolidated report to me.
Your sincerely,
Sd/-
(PRABHAT KUMAR)
To
Secretaries of all Ministries/Departments

37
çHkkr dqekj eaf=keaMy lfpo
ubZ fnYyh
v-'kk- la[;k 11011@2@2000&ih-th- 21 iQjojh] 2000
fiz; lfpo]
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx }kjk f'kdk;rksa ij dkjZokbZ djds 'kh?kz fuiVku gsrq le;&le;
ij fn'kk&funsZ'k tkjh fd;s x;s gSaA vkids ea=kky;@foHkkx esa bl iz;kstu ds fy;s ukfer fd;s x;s la;qDr lfpo@funs'kd
dks Hkh ;g lykg nh xbZ gS fd os ea=kky;@foHkkx rFkk muds {ks=kh; dk;kZy;ksa esa izkIr gqbZ lHkh f'kdk;rksa dh tkap
djsa vkSj izR;sd ekg fu;fer vk/kj ij mudks ekuhVj djsaA mi;qZDr fn'kk&funsZ'kksa dks nksgjkrs gq;s iz'kklfud lq/kj vkSj
yksd f'kdk;r foHkkx us fnukad 10 tuojh] 2000 dks ,d dk;kZy; Kkiu la[;k ,&11013@1@2000&ih-th- tkjh fd;k
gS ftldh ,d izfrfyfi rRdky lanHkZ ds fy;s layXu gSA
2- mi;qZDr fn'kk&funsZ'kksa ds ckotwn foyac vkSj tokc u feyus dh f'kdk;rsa vkrh tk jgh gSaA esjk vkils vuqjks/
gS fd vius ea=kky;@foHkkx ds ofj"B vf/dkfj;ksa ds lkFk vki cqykbZ xbZ lkIrkfgd cSBdksa esa] vkids ea=kky;@foHkkx
,oa {ks=kh; dk;kZy;ksa esa izkIr gqbZ f'kdk;rksa ds fuiVku dh fLFkfr ij ppkZ djsaA bl laca/ esa dh xbZ dkjZokbZ dh lwpuk
Ñi;k MkW- oh-ds- vfXugks=kh] vij lfpo] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks Hkst nh tk,A
lknj]
vkidk]

gLrkñ@&
(izHkkr dqekj)
lsok esa]
Hkkjr ljdkj ds lHkh lfpo
(uke ls)

38
eaf=keaMy lfpo
PRABHAT KUMAR CABINET SECRETARY
NEW DELHI

D.O. No. 11011/2/2000-PG February 21, 2000

Dear Secretary,

Guidelines have been issued by the Department of Administrative Reforms and Public Grievances for
handling grievances and their expenditious disposal from time to time. The Joint Secretary/Director
designated for the purpose in your Ministry/Department has also been advised to take stock of all grivances
received by the Ministry/Department including its field agencies and monitor the same on a regular basis
every month. A copy of the O.M. No.A-11013/1/2000-PG dated 10th January 2000 issued by the DAR and
PG reiterating the above guidelines is enclosed for ready reference.

2. Despite the above guidelines, complaints continue to persist regarding delays and lack of response.
I would request you to discuss the position of receipt and disposal of grievances in the
Ministry/Department, including the field agencies, in the weekly meetings taken by you with the senior
officers of your Ministry/Department. Action taken in this regard may please be intimted to Dr. V. K.
Agnihotri, Additional Secretary, Department of Administrative Reforms and Public Grievances.

With regards,
Yours sincerely,

Sd/
(Prabhat Kumar)
To
All Secretaries to the Govt. of India
(By Name)

38
çHkkr dqekj eaf=keaMy lfpo
ubZ fnYyh

v-'kk- la[;k 11011@3@2000&ih-th- 30 ekpZ] 2000


fiz; lfpo]
Ñi;k iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx ds fnukad 27 tqykbZ] 1989 ds dk-Kk- la[;k
58847@9@ikfylh@ih-th-&89 (10) dk voyksdu djsa (rRdky lanHkZ ds fy;s izfr layXu gS) tks fd lekpkj&i=kksa
ds dkyeksa esa izdkf'kr f'kdk;rksa ij rqjar dkjZokbZ fd;s tkus ds ckjs esa gSaA iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
us le;&le; ij bu fn'kk&funsZ'kksa ij tksj fn;k gS rkfd lekpkj&i=kksa ds dkyeksa esa izdkf'kr f'kdk;rksa ds 'kh?kz fuiVku
gsrq ,d izHkkoh laLFkkxr ra=k dh LFkkiuk dh tk ldsA bu fn'kk&funsZ'kksa esa ;g vis{kk dh xbZ gS fd ljdkj dk izR;sd
ea=kky;@foHkkx@laxBu lekpkj&i=kksa ds dkyeksa esa izdkf'kr vius ls lacaf/r ekeyksa dks pqusa vkSj ,d le;&c¼ rjhds
ls f'kdk;rksa dks nwj djus ds fy;s 'kh?kz dkjZokbZ djsaA
2- bu fn'kk&funsZ'kksa ds ckotwn] f'kdk;rksa ij dkjZokbZ djus esa fn[kkbZ tkus okyh rRijrk dh deh dh f'kdk;rsa izkIr
gksrh tk jgh gSaA ,sls lHkh ekeyksa esa f'kdk;r dh ikorh 'kh?kz Hksth tkuh pkfg;s vkSj rhu ekg ds Hkhrj bldk fuokj.k
fd;k tkuk pkfg, vU;Fkk ,d varfje mÙkj Hkstk tkuk pkfg;s ftlesa vafre :i ls fuiVku fd;s tkus dh frfFk dk
mYYks[k fd;k tk,A ,sls ekeyksa esa tks fd fujk/kj gksa vkSj@vFkok laxBu dh Nfo dks uqdlku igqapkrs gksa] tkap ds ckn
izfroknh }kjk ,d tokc izLrqr fd;k tkuk pkfg;s rkfd ,d tokcnsg vkSj ijLij&laidZ ;qDr iz'kklu dk fuekZ.k fd;k
tk ldsA blls ljdkj ds f'kdk;r fuokj.k ra=k dh izHkkodkfjrk esa turk dh vkLFkk dks dk;e djus esa dkiQh enn
feyxshA
3- lekpkj&i=kksa ds ekè;e ls izkIr f'kdk;rksa vkSj muds fuokj.k ds laca/ esa dh xbZ dkjZokbZ dh =kSekfld leh{kk ds
ckjs esa lwpuk Ñi;k vij lfpo] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks Hksth tk,A
lknj]

vkidk]

gLrkñ@&
(izHkkr dqekj)
lsok esa]
lHkh ea=kky;ksa@foHkkxksa ds lfpo

39
efa=keMay lfpo
PRABHAT KUMAR CABINET SECRETARY
NEW DELHI

D. O. No. 11011/3/2000-PG 30 March, 2000

Dear Secretary,
Please refer to Department of Administrative Reforms & Public Grievances’ OM No. 58847/9/
PLCY/PG-89(10) dated 27 July 1989 (copy enclosed for ready reference) regarding the need for prompt
attention on grievances appearing in the columns of newspapers. These guidelines have been reiterated
by the DAR & PG from time to time to ensure that an effective institutional mechanism is established for
attending to grievances appearing in newspapers’ columns for prompt disposal of such grievances. These
guidelines require each Ministry/Department/Organisation of Government to pick up cases appearing in
newspapers’ column which pertain to them and take quick action to redress the grievances in a time
bound manner.
2. In spite of these guidelines, complaints continue to persist regarding the lack of promptitude in attending
to such grievances. In all such cases, the complaint should be acknowledged quickly and redressed within
three months, failing which an interim reply indicating the expected date of final disposal should be sent.
A rejoinder should be issued after investigation in cases which are found to be baseless and/or damaging
to the image of the organization in order to create a responsive and interactive administration. This would
go a long way in establishing public confidence in the effectiveness of the grievance redress machinery of
the Government.
3. A quarterly review of grievances received through the newspapers and action towards their redress
may please be intimated to Additional Secretary, Department of Administrative Reforms and Public
Grievances.
With regards,

Yours sincerely,

Sd/-
(PRABHAT KUMAR)

To,
Secretaries of all Ministries/Departments

39
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110 001
Mk- foosd vfXugks=kh] vkbZ,,l
vij lfpo
nwjHkk"k ,oa iQSDl% 3732133

la[;k ds &11023@6@2000&ih-th- fnukad 17 ebZ] 2000

eaf=keaMy lfpo dh vè;{krk esa xfBr yksd f'kdk;rksa ds fuokj.k ls lacfa /r lfpoksa dh LFkk;h lfefr us fnukad
27&4&2000 dks gqbZ viuh cBSd esa ;g funs'k fn;k Fkk fd i'zkklfud lq/kj vkjS yksd f'kdk;r foHkkx] yksd f'kdk;rksa
ls lacaf/r lekpkj drjuksa dks ,df=kr djsa rFkk bu f'kdk;rksa dh ikorh Hkstus vkSj buds fuiVku gsrq vko';d dkjZokbZ
djAas
2- ge izSl lwpuk vf/dkjh] lwpuk vkSj izlkj.k ea=kky; ls vkids laxBu ls lacaf/r yksd f'kdk;rsa@deZpkfj;ksa ls
lacaf/r f'kdk;rsa vkids yksd f'kdk;r funs'kd dks fHktok jgs gSaA vki Ñi;k&
(d) f'kdk;rksa dk lek/ku djsa]
([k) tgka Hkh vko';d gks] izR;qÙkj tkjh djsa] vkSj
(x) bl lekpkj&i=k ds ekè;e ls izkIr vkSj fuiVkbZ xbZ f'kdk;rksa ds vkadM+ksa dk fjdkMZ j[ksaA
3- Ñi;k izR;sd ekg esa izkIr gqbZ vkSj fuiVkbZ xbZ f'kdk;rksa rFkk tkjh fd;s x;s izR;qÙkjksa ds vkadM+s mlls vxys ekg
dh 7 rkjh[k rd vo'; bl foHkkx dks Hkst fn;s tk,aA

vkidk]

gLrkñ@&

(oh-ds- vfXugks=kh)
lsok esa]
lHkh ea=kky;ksa@foHkkxksa ds lfpo

40
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
Mkñ foosd vfXugks=kh ubZ fnYyh& 110001
vij lfpo
Dr. Vivek Agnihotri, IAS GOVERNMENT OF INDIA
Additional Secretary MINISTRY OF PERSONNEL, PUBLIC
Tele. & Fax: 3732133 GRIEVANCES & PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

K- 11023/6/2000-PG 17 May, 2000

The Standing Committee of Secretaries for Public Grievance Redress, chaired by Cabinet Secretary,
in its meeting held on 27.4.2000, directed the Department of administrative Reforms & Public Grievances
to obtain newspaper cuttings pertaining to public grievances and forward them to the concerned Ministries/
Departments for necessary action and for recording the receipt and disposal of these grievances.
2. We will be forwarding to your Director for Public Grievances public grievances/staff grievances received
from the office of the Press Information Officer, Ministry of Information & Broadcasting, pertinent to
your organisation. You are requested to
(a) settle the grievances;
(b) issue a rejoinder wherever considered necessary; and
(c) keep a statistical record of the numbers of public/staff grievances received and disposed of through
newspaper scan.
3. Data of grievances received & disposed of as well as rejoinders issued may kindly be sent to this
Department without fail on the 7th of each month for the preceding month.

Yours sincerely,

Sd/-

To, (V.K. AGNIHOTRI)


Secretaries of all Ministries/Departments

40
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
Mk- foosd vfXugks=kh ubZ fnYyh&110 001
vij lfpo
nwjHkk"k ,oa iQSDl% 3732133

la[;k vú 'kkú&18013@1@2000&ih-th- fnukad% 19 ebZ] 2000

eSa lalnh; LFkk;h lfefr }kjk dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky; dh o"kZ 2000&2001 ls lacaf/r vuqnku
ekaxksa dh 60oha fjiksVZ ds iSjk 12-8 esa bl foHkkx ds ckjs esa O;Dr vfHkerksa@fliQkfj'kksa dh ,d izfr blds lkFk Hkst
jgk gw¡A lfefr us ea=kky;ksa@foHkkxksa esa f'kdk;rksa ds fuiVku dh ekuhVfjax esa cjrh x;h ykijokgh dks xaHkhjrk ls fy;k
gSA lfefr us bl ckr ij Hkh fpUrk O;Dr dh gS fd ea=kky;@foHkkx u dsoy ^^laikndksa dks fy[ks i=k** okys dkye
esa i=k Hkstus okyksa dk tokc gh nsrs gSa] cfYd tc Hkh laln esa iz'u iwNs tkrs gSa rks muds Hkh Vky&eVksy djds tokc
nsrs gSaA
2- bl laca/ esa] eSa eaf=keaMy lfpo }kjk vkids ea=kky;@foHkkx ds lfpo dks lacksf/r fnukad 30 ekpZ] 2000 ds
v¼Z'kkldh; i=k la[;k 11011@3@2000&ih-th- (izfr layXu gS) fd vksj vkidk è;ku vkdf"kZr djuk pkgwaxk ftlesa
lekpkj&i=kksa ds dkyeksa esa izdkf'kr f'kdk;rksa ij rqjUr è;ku fn;s tkus dh ckr fy[kh xbZ gS rFkk ;g vuqjks/ fd;k
x;k gS fd f'kdk;rksa dh rqjUr ikorh Hksth tk, vkSj rhu ekg ds Hkhrj mudk fuokj.k fd;k tk, vU;Fkk f'kdk;rksa
ds vfUre :i ls fuokj.k dh laHkkfor frfFk crkrs gq, mUgsa ,d vUrfje tokc Hkst fn;k tk,A mUgksaus ;g vuqjks/
Hkh fd;k gS fd ,sls ekeyksa esa] tks fujk/kj gksa vkSj@vFkok laxBu dh Nfo dks {kfr igqapkus okys gksa] tkap djus ds
ckn ,d izR;qÙkj (fjTokb.Mj) Hkh tkjh dj fn;k tk,A eSa] fnukad 17 ebZ] 2000 ds vius v¼Z'kkldh; i=k la[;k
ds&11023@6@2000&ih- th- dh ,d izfr Hkh blds lkFk Hkst jgk gwa ftlesa vU; ckrksa ds lkFk&lkFk lekpkj&i=kksa ds
ekè;e ls izkIr f'kdk;rksa vkSj muds fuiVku dk lkaf[;dh; fjdkMZ Hkh j[kk tk,A
3- eSa vkHkkjh jgw¡xk ;fn bu f'kdk;rksa ds 'kh?kz fuokj.k ds fy, vko';d dkjZokbZ dh tk, vkSj tgka Hkh vko';d gks]
izR;qÙkj (fjTokbaMj) tkjh dj fn;s tk,aA vkids ea=kky;@foHkkx }kjk xr ,d o"kZ ds nkSjku ^^laikndksa dks i=k** fy[kus
okyksa dks Hksts x;s mÙkjksa ds lkaf[;dh; vkadM+s Hkh Ñi;k 20 twu] 2000 rd gesa vo'; Hkst fn;s tk,aA
vkidk]

gLrkñ@&
(oh-ds- vfXugks=kh)
lsok esa]
lHkh ea=kky;ksa@foHkkxksa ds la;qDr lfpo@funs'kd (yksd f'kdk;r)

41
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
Mk- foosd vfXugks=kh ubZ fnYyh& 110001
vij lfpo
Dr. Vivek Agnihotri, IAS GOVERNMENT OF INDIA
Additional Secretary MINISTRY OF PERSONNEL, PUBLIC
GRIEVANCES & PENSIONS
Tele. & Fax: 3732133
DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. 11-18013/1/2000-PG Dated : 19 May, 2000

I am enclosing a copy of the observations/recommendations made by the Parliamentary Standing


Committee in para 12.8 to its 60th Report on Demands for Grants (2000-2001) for the Ministry of Personnel,
Public Grievances and Pensions pertaining to this Department, The Committee has taken serious note of
the lax monitoring to the disposal of grievances in Ministries/Departments. The Committee has also noted
with concern that Ministries/Departments not only do not reply to the writers of letters appearing in the
Letters to Editors Columns but also give evasive replies when Questions are raised in Parliament.
2. In this connection, I would draw your attention to D.O. letter No. 11011/3/2000-PG dated 30 March,
2000 of Cabinet Secretary addressed to the Secretary of your Ministry/ Department regarding lack of
promptitude in attending to grievances appearing in newspapers columns, requesting for quick
acknowledgment of grievances and redressing the same within three months failing which to send an
interim reply indicating the expected date of final disposal. He also requested that a re-joinder should be
issued after investigation in cases which are found to be baseless and/or damaging to the image of the
organisation. I am also enclosing a copy of my D.O. letter No. K-11023/6/2000-PG dated 17 May, 2000
requesting inter alia to keep a statistical record of the number of grievances received and disposed of
through newspapers scan.
3. I would be grateful if necessary action is taken to settle these grievances expeditiously and to issue
rejoinders wherever necessary. Statistical data regarding the number of replies sent to the writers of
'Letters to the Editors' by your Ministry/ Department during the last one year may be sent to us by
20 June, 2000.

Yours sincerely,
Sd/-
(V.K. AGNIHOTRI)

To,
Joint Secretaries/Directors (PG) of all Ministries/ Departments.

41
dkfeZ d ] yks d f'kdk;r rFkk is a ' ku ea = kky; ds o"kZ 2000&2001 ds ctV vuq n ku ls
lacaf/r 60oha fjiksVZ ls m¼/j.k
12-8 ljdkj }kjk dh xbZ igy fu%lnags ljkguh; gS vkjS blls vf/d ls vf/d turk dks viuh f'kdk;rkas dk fuokj.k
djus esa enn feysxhA ijUrq ,slk izrhr gksrk gS fd bl iz.kkyh dh ekWfuVfjax O;oLFkk mi;qDr ugha gSA lfpo] dkfeZd
}kjk fn;s x;s fooj.k dsoy dkxth gSa vkSj ek=k okdiVqrk dks gh iznf'kZr djrs gSaA lfefr dks bl ckr dk Hkjkslk ugha
gS fd D;k ^^laikndksa** dks i=k fy[kus okyksa dks tokc Hksts tk jgs gSaA ,slk izrhr gksrk gS fd ea=kky;@foHkkx u dsoy
i=k Hkstus okyksa dks tokc gh ugha nsrs cfYd tc Hkh laln esa iz'u iwNs tkrs gSa rks ea=kky;@foHkkx muds vLi"V tokc
nsrs gSaA bl laca/ esa LokLF; vkSj ifjokj dY;k.k jkT;ea=kh (Lora=k izHkkj) }kjk fnukad 3 ekpZ] 2000 dks jkT; lHkk
esa fn;s x, vrkjkafdr iz'u la[;k 949 ds mÙkj dh vksj è;ku vkd`"V fd;k tkrk gSA
vuqca/&1 % mldh ,d izfr vuqca/&1 ds :i esa layXu gSA vr% lfefr ;g tkuuk pkgsxh fd xr ,d o"kZ ds nkSjku
ea=kky;ksa@foHkkxksa }kjk ^laikndksa dks fy[ks x;s fdrus i=kks*a ds tokc Hksts x;s gSAa ;g lwpuk ea=kky;&okj@foHkkx&okj Hksth
tk,A

42
Extract from 60th Report on Demands for Grant (2000-2001) of Ministry of Personnel,
PG & Pensions

12.8 The initiative taken by the Government is undoubtedly laudable and should enable the public at
large to get their grievances redressed. However, it appears that the monitoring of the system is not up to
the malk. Details given by the Secretary, Personnel, are only on paper and are merely rhetoric.
The Committee is not sure as to whether replies are being sent to the writers of the 'Letters to the Editors'.
It appears that Ministries/Departments not only do not reply to the writers but even when question are
raised in Parliament, the Ministries/Department take pleasure in giving evasive replies. In this connection
attention is drawn to unstarred Question No.949 answered in the Rajya Sabha by the Minister of State in
the Ministry of Health and Family Welfare (Independent Charge) on March 3, 2000. A Copy of the same
is placed as

Annexure-I The Committee would, therefore, like to know that during the last one year how many
replies to the writers of 'Letters to the Editors' have been sent by the Ministries/Departments. The
information should be furnished Ministry-wise/Department-wise.

42
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
Mk- foosd vfXugks=kh] vkbZ , ,l ubZ fnYyh&110 001
vij lfpo
nwjHkk"k ,oa iQSDl% 3732133

v-'kk- la[;k ds &11011@17@2000&ih-th- fnukad% 26 twu] 2000

dsUæh; ea=kky;ksa@foHkkxksa@laxBuksa esa turk@deZpkfj;ksa ls lacaf/r f'kdk;r fuokj.k ra=k laLFkkfir djus gsrq ,d
dsUæh; ,tsUlh ds :i esa] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us f'kdk;rksa ij izHkkoh <ax ls dkjZokbZ djus]
mu ij fuxjkuh j[kus vkSj mudk fuiVku djus gsrq le;&le; ij fn'kk&funsZ'k tkjh fd;s gSaA dqN ea=kky;ksa@foHkkxksa }kjk
bl laca/ esa lansg O;Dr fd;s x;s gSa fd yksd f'kdk;rksa dk D;k vk'k; gSA blds vykok] vf/dka'k ea=kky;ksa@foHkkxksa
dk] ftudk lh/s turk ls laca/ ugha gS] ;g rdZ gS fd mudk turk ls dksbZ laidZ ugha gksrk gS vkSj blfy, mUgsa
turk ls dksbZ f'kdk;rsa izkIr ugha gksrh gSaA
2- ;g Li"V fd;k tkrk gS fd yksd f'kdk;rksa ds lanHkZ esa ^yksd* ,d iztkrh; 'kCn gS ftldk mi;ksx fofHkUu izdkj
ds LVsd&gksYMjksa ds fy;s fd;k tkrk gS] pkgs os ,sls ea=kky;@foHkkx@laxBu gksa tks fdlh vU; ea=kky;@foHkkx@laxBu
vFkok jkT; ljdkjksa] O;fDr;ksa ds lewgks]a laLFkkvksa] m|ksxifr;kas] O;kolkf;dksa] xSj&ljdkjh laxBuksa ;k turk ds lnL;ksa
dks lsok miyC/ djkrs gSa vFkok muds lkFk mldk laidZ jgrk gSA vr% muesa ls fdlh ls Hkh izkIr f'kdk;rsa ^yksd
f'kdk;rsa* ekuh tk,axhA
3- lsokfuo`Ùk@lsokjr deZpkfj;ksa ls izkIr f'kdk;rsa ^deZpkfj;ksa dh f'kdk;rksa* ds :i esa ekuh tk,axhA
Hkonh;]

gLrkñ@&
(oh-ds- vfXugks=kh)
lsok esa]
lHkh ea=kky;ksa@foHkkxksa ds la;qDr lfpo@funs'kd (yksd f'kdk;r)

43
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh& 110001
Mkñ foosd vfXugks=kh] vkbZ , ,l
vij lfpo GOVERNMENT OF INDIA
Dr. Vivek Agnihotri, IAS MINISTRY OF PERSONNEL PUBLIC
Additional Secretary GRIEVANCES & PENSIONS
Tele. & Fax: 3732133 DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. K-11011/17/2000-PG Dated : 26.6.2000

The Department of Administrative Reforms and Public Grievances as the nodal agency for
institutionalising Public/staff grievances redress machinery in Central Ministries/Departments/ Organisations,
has issued guidelines from time to time for effective handling, monitoring and disposal of grievances.
Doubts have been expressed by certain Ministries/Departments regarding what constitutes "public
grievances" Further, most of the Ministries/Departments which do not deal with the public directly contend
that they have no public interface and hence do not receive public grievances.
2. It is clarified that in the context of public grievances "public" is a generic term used to indicate various
types of stakeholders, by the Ministries/Department/Organisations providing service to or having
interface with any other Ministry/Department/Organisation or State Governments or a group of individu-
als, associations, industrialists, professionals, Non-Governmental Organisations or members of the public
Hence, grievances received from any of them would constitute "public grievances".
3. Grievances received from retired/serving employees would be treated as "staff grievances".

Yours sincerely,

Sd/-
To, (V.K. Agnihotri)
JS/Dir(PG) of all Ministries/Deptts.

43
la- ds&12011@1@2001&ih- th-
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ]
ubZ fnYyh] 19 vizSy] 2001

dk;kZy; Kkiu

fo"k; % ea=kky;ksa@foHkkxksa ds {ks=kh; dk;kZy;ksa@ljdkjh {ks=k ds miØeksa@Lok;r&'kklh fudk;ksa esa yksd


f'kdk;rksa@deZpkfj;ksa ls lacaf/r f'kdk;rksa ij dkjZokbZ djus okys vf/dkfj;ksa dh lesfdr funsf'kdk
rS;kj djukA

e> q s e=akky;k@asfoHkkxkas ds lfpokas dks lcakfs/r] fnukd


a 14&6&99 ds bl foHkkx ds dk-Kk- l[a;k ,iQ&17014@1@99&
ih-th- (rRdky lanHkZ ds fy, ifzr layXu) dh vksj vkidk è;ku fnykus dk funs'k gqvk gS ftlesa iRz;sd ea=kky;@foHkkx
ls vuqjks/ fd;k x;k Fkk fd os vius v/huorhZ ljdkjh {ks=k ds miØeksa@v/huLFk dk;kZy;ksa@vU; laxBuksa] Lok;r&'kklh
fudk;ksa vkfn esa yksd f'kdk;rksa@deZpkfj;ksa ls lacaf/r f'kdk;rksa ij dkjZokbZ djus okys vf/dkfj;ksa ,oa eq[;ky; ds
funs'kd (yksd f'kdk;r) ds uke n'kkZrs gq;s ,d lesfdr funsf'kdk rS;kj djsa vkSj bl ladyu dh ,d izfr bl foHkkx
dks HkstsaA
2- vuqjks/ gS fd mi;qZDr ladyu dh ,d izfr bl foHkkx dks fHktok nsaA tc Hkh in/kjh esa dksbZ ifjorZu gks rks Ñi;k
bl laca/ esa bl foHkkx dks lwfpr djsaA

(vkyksd 'kekZ)
mi lfpo] Hkkjr ljdkj
nwjHkk"k % 3362325
lsok esa]
lHkh ea=kky;ksa@foHkkxksa ds la;qDr lfpo@funs'kd (yksd f'kdk;r)

44
No. K-12011/1/ 2001-PG
Government of India
Ministry of Personnel, Public Grievances and Pensions
Department of Administrative Reforms and Public Grievances

Sardar Patel Bhavan, Sansad Marg,


New Delhi, Dated : 19.4.2001

OFFICE MEMORANDUM

Subject: Preparation of consolidated directory of officers handling public/staff grievances in


Field Offices/PSU/Autonomous Bodies of Ministries/Departments

The undersigned is directed to refer to this Department's OM. NoF-17014/1/99-PG dated 14.6.99 (copy
enclosed for ready reference) addressed to Secretaries of all Ministries/Departments requesting each
Ministry/Department to prepare a consolidated directory of officers handling public/ staff grievances in
the PSUs/ subordinate offices/other organisations, autonomous bodies etc. under them along with the
Director (PG) at headquarter and to forward a copy of the compilation to this Department.
2. It is requested that a copy of the above compilation may please be forwarded to this Department.
Changes in the incumbency may please be intimated to this Department as and when they take place.

(Alok Sharma)
Deputy Secretary to the Government of India
Tele : 3362325

To,
All JS/Director(PG)s of all Ministries/Departments

44
eaf=keaMy lfpo
ubZ fnYyh

v- 'kk- la- % ,p &16011@5@2001&ih-th-I


Vh- vkj- izlkn
fnukad% 18 ebZ] 2001

fiz; lfpo]
Ñi;k i'zkklfud l/ q kj vkjS ykd
s f'kdk; foHkkx ds fnukd a 27 ty q kb]Z 1989 ds dk- Kk- l[a;k 58847@9@ikfylh@
ih-th&89(10) dks ns[kus dk d"V djsa tks lekpkj i=kksa ds dkyeksa esa izdkf'kr f'kdk;rksa dh vksj rRdky è;ku fn;s
tkus ds ckjs esa FkkA iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx }kjk le;&le; ij bu fn'kk&funsZ'kksa ij tksj fn;k x;k
gAS esjs iwoZorhZ eaf=keaMy lfpo }kjk lHkh ea=kky;ks@a foHkkxksa ds lfpoksa dks Hksts x;s 30 ekp]Z 2000 ds i=k esa bUgsa nksgjk;k
x;k Fkk ftlesa mUgksaus bl ckr ij tksj fn;k Fkk fd os lekpkj&i=kksa esa izdkf'kr vius ls lacaf/r f'kdk;rksa dks pquus
ds fy, dkjxkj O;oLFkk djsa vkSj ,d le;c¼ dk;ZØe ds vuqlkj bu f'kdk;rksa ds fuokj.k ds fy, 'kh?kz dkjZokbZ
djsaA bl ckr ij tksj fn;k x;k Fkk fd tgka ,slh f'kdk;rksa dk fuokj.k ,d ekg ds Hkhrj fd;k tk ldrk gks] ogka
,sls ekeyksa esa f'kdk;rdrkZ dks rRdky lwfpr dj fn;k tk,A ;fn f'kdk;r ds fuokj.k esa vf/d le; yxus dh
laHkkouk gks rks f'kdk;rdrkZ dks varfje mÙkj Hkst fn;k tk, ftlesa ;g crk;k tk, fd D;k dne mBk;s x, gSa rFkk
;g vk'oklu fn;k tk, fd ekeys esa vkxs dkjZokbZ dh tk jgh gSA lekpkj&i=kksa esa izdkf'kr dqNsd ea=kky;@foHkkxksa
ls lacaf/r f'kdk;rksa ij dh tk jgh dkjZokbZ dh leh{kk esjh vè;{krk esa xfBr yksd f'kdk;rksa ls laca¼ LFkk;h lfefr
}kjk Hkh dh tk jgh gSA
2- ijUrq bu f'kdk;rksa ij rRdky dkjZokbZ u fd;s tkus ds ckjs esa fujarj iQfj;kn dh tk jgh gSA dkfeZd] yksd f'kdk;r
rFkk isa'ku ea=kky; ls lac¼ lalnh; LFkk;h lfefr us bl ckr dks xaHkhjrk ls fy;k gS fd bu f'kdk;rksa dk fuokj.k
fu/kZfjr le; lhek ds Hkhrj ugha fd;k tk jgk gSA vr% lfefr us ;g bPNk O;Dr dh gS fd ;fn lacaf/r
ea=kky;@foHkkx@laxBu }kjk f'kdk;r ds fuokj.k esa dqN le; yxus dh laHkkouk gks rks lekpkj i=k ds laiknd dks i=k
fy[kus okys O;fDr dks dh xbZ dkjZokbZ dh oLrqfLFkfr ls vo'; gh voxr djk fn;k tk,A lfefr us ;g fliQkfj'k
Hkh dh gS fd ekStwnk f'kdk;r fuokj.k ra=k rFkk ea=kky;@foHkkx@laxBu }kjk f'kdk;r fuokj.k ds laca/ esa viukbZ tkus
okyh dk;Zfof/ dk izpkj djus ds fy, leqfpr dkjZokbZ dh tk,A ea=kky;@foHkkx esa yksd f'kdk;rksa dk dk;Z ns[kus
okys la;qDr lfpo@funs'kd }kjk ,slh f'kdk;rksa dh frekgh leh{kk dh tk,A
3- bl laca/ esa dh xbZ dkjZokbZ dh lwpuk Ñi;k vij lfpo] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks Hksth
tk,A
vkidk]

lsok esa] (Vh- vkj- izlkn)


lHkh ea=kky;ksa@foHkkxksa ds lfpo

45
eaf=keaMy lfpo
CABINET SECRETARY
NEW DELHI

T. R. PRASAD

D.O.No. H-16011/5/2001-PGI

Dated : May 18, 2001

Dear Secretary,

Please refer to Department of Administrative Reforms and Public grievances O.M. No.58847/9/
PLCY/PG-89(10) dated 27 July 1989 regarding the need for prompt attention on grievances appearing in
the columns of newspapers. These guidelines have been reiterated by the Department of AR & PG from
time to time. These were last reiterated by my predecessor on 30 March, 2000 to Secretaries of all
Ministries/Departments to ensure that an effective institutional mechanism was established for examining
newspapers regularly to pick up grievances which pertain to them and take quick action for redressing
these grievances in a time-bound manner. It was emphasised that the complainants, in such cases, should
be quickly informed of the action taken by way of redress, where such redress can be given within a
month's time. Where redress is likely to take longer, an interim reply should be sent to the complainant
explaining the steps taken and assuring that further necessary action is being taken in the matter. The
handling of grievances appearing in the newspapers is also being specifically reviewed in respect of
certain Ministries/Departments by the Standing Committee on Public Grievances chaired by me.
2. However , complaints continue to persist regarding lack of promptitude in attending to such
grievances. The Parliamentary Standing Committee of the Ministry of Personnel, Public Grievances &
Pensions, has taken serious note that these grievances are not being settled within the stipulated time-
frame. The Committee has, therefore, desired that the status of the action being taken on the grievance
must be communicated to the 'writer of the letters to the editors', in case the concerned Ministry/ Department/
Organisation is likely to take time to settle the grievances. The Committee has further recommended that
action must be taken to give due publicity to the existing grievance redress mechanism and the mode of
handling/ settling grievances by Ministry/ Department/ Organisation. A quarterly review of such grievances
should be carried out by the Joint Secretary/ Director in-charge of Public Grievances in Ministry/ Department.
3. Action taken in the matter may please be intimated to Additional Secretary, Department of Administrative
Reforms and Public Grievances.

Yours sincerely,

To, (T.R. Prasad)


Secretaries of all Ministries/Departments

45
vkyksd ç'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
funs'kd (yksd f'kdk;r) ljnkj iVsy Hkou] laln ekxZ
nwjHkk"k % 3362325 ubZ fnYyh&110 001

v- 'kk- la[;k ds&11011@1@2001&ih-th- (ii) fnukad % 18 ebZ] 2001

fiz; Jh]
iz'kklfud lq/kkj vkSj yksd f'kdk;r foHkkx }kjk le;&le; ij bl vk'k; ds fn'kk&funsZ'k tkjh fd;s tkrs jgs
gSa fd lekpkj&i=kksa ds dkyeksa eas izdkf'kr f'kdk;rksa ds rqjar fuiVku ds fy;s izHkkoh laLFkkxr ra=k dh LFkkiuk dh
tk,A eaf=keaMy lfpo }kjk vius fnukad 30-3-2000 ds v-'kk- i=k la[;k 11011@3@2000&ih-th- esa bu fn'kk&funs'Z kksa
dks iqu% nksgjk;k x;k gS vkSj ljdkj ds izR;sd ea=kky;@foHkkx@laxBu ls ;g vis{kk dh xbZ gS fd os lekpkj&i=kksa ds
dkyeksa esa izdkf'kr vius ls lacaf/r f'kdk;rksa dks pqus vkSj ,d le;&c¼ rjhds ls mudk fuokj.k djus gsrq dkjZokbZ
djAas
2- vr% vkils vuqjks/ gS fd vius ea=kky;@foHkkx@laxBu esa bl ckjs esa LFkkfir fd;s x;s ra=k ds lac/
a esa Ñi;k lwfpr
djsaA bl iz;kstu gsrq voyksdu fd;s x;s lekpkj&i=k dk uke vkSj laLdj.k Hkh Ñi;k lwfpr djsaA
3- o"kZ 2000&2001 ds lekpkj&i=kksa esa izdkf'kr f'kdk;rksa ds fuiVku ls lacaf/r lwpuk Ñi;k layXu izksiQkekZ esa izLrqr
dh tk,A
lknj]
vkidk]

gLrkñ@&
(vkyksd)
lsok esa]
lHkh ea=kky;ksa@foHkkxksa ds la;qDr lfpo@funs'kd (yksd f'kdk;r)

46
Alok Department of Administrative Reforms & Public Grievances
Director (PG) Sardar Patel Bhavan, Sansad Marg
Tele No. 3362325 New Delhi-110 001

D.O. No. K-11011/1/2001-PG (II) Dated : 18.5.2001

Dear,

Guidelines have been issued by the Department of Administrative Reforms and Public Grievances
from time to time to ensure that an effective institutional mechanism is established for attending to griev-
ances appearing in newspapers columns for prompt disposal of such grievances. These guidelines were
reiterated by Cabinet Secretary in his d.o. letter No. 11011/3/2000-PG dated 30.3.2000 where in it was
enjoined in newspapers' columns which pertain to them and take quick action to redress the grievance in
a time bound manner.

2. I would request you to intimate the mechanism set up in your Ministry/Department/ Organisation in this
regard. The names and editions of the newspapers covered for this purpose be also intimated.

3. Information regarding disposal of grievances appearing in newspapers for the year 2000-2001 may be
provided in the proforma enclosed.

With regards

Yours sincerely,

Sd/-
(Alok)

To,
All Joint Secretaries Directors (PG) of all Ministries/Departments

46
o"kZ ds nkSjku lekpkj&i=kksa ds dkyeksa esa izdkf'kr f'kdk;rksa ij dh xbZ dkjZokbZ

o"kZ ds lekpkj&i=kksa esa o"kZ ds 31ekpZ dks 31ekpZ dh fLFkfr ds


nkSjku lekpkj&i=kksa izdkf'kr gksus ds nkSjku fuiVkbZ xbZ yafcr iM+h vuqlkj fuEufyf[kr
esa izdkf'kr rhu ekg ds Hkhrj f'kdk;rksa dh f'kdk;rksa dh vof/ ds fy;s yafcr
f'kdk;rksa dh la[;k fuIkVkbZ xbZ l[a;k l[a;k iM+h f'kdk;rksa dh la[;k
f'kdk;rksa dh la[;k

3 ls 6 ekg 6 ekg ds mijkar

(1) (2) (3) (4) (5) (6)

47
Action Taken on grievances appearing in columns of Newspapers during the year ________

No. of No. of No. of No. of No. of grievances


grievances grievances grievances grievances pending as on 31st March
appearing settled settled in pending as of the year
in within 3 the year on
Newspapers months of 31st March
during appearing in
the year Newspapers 3—6 Beyond 6
months months

(1) (2) (3) (4) (5) (6)

47
vú 'kkú i=k laú K-11011/5/2003-yksú f'kú
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ubZ fnYyh&110001
GOVERNMENT OF INDIA
,lú ,lú }kjk MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo
AND PENSIONS, NEW DELHI-110001
nwjHkk"k% 3094848
iSQDl% 3092432

3 ebZ] 2003

fiz; lfpo]

tSlk fd vki dks Kkr gksxk] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx }kjk] le;&le; ij funsZ'k tkjh fd,
x, gSa fd yksd f'kdk;rksa ds fuiVkus ds fy, ,d izHkkoh laLFkk iz.kkyh dks LFkkfir fd;k tkuk pkfg;sA esjs fopkj esa
;fn ;g iz.kkyh yksd f'kdk;rh i=k dh ikorh le; ij Hkstusa rd dh U;wure vko';drk dks iwjk ugha djrh rks og
vius izkFkfed iz;kstu esa vliQy gks tkrh gSA
2- lekU;r% ,d f'kdk;r dk fuokj.k rhu ekg ds vUnj gks tkuk pkfg;sA funs'kd (yksd f'kdk;r) ds laca/ esa tkjh
funsZ'kksa esa ;g Li"V gS fd ;fn dksbZ f'kdk;r rhu ekg ds fu/kZfjr le; esa ugha fucVkbZ tkrh rks funs'kd (yksd
f'kdk;r) okafNr iQkbyksa dks eaxok dj Lo;a dsl ij fu.kZ; ys ldrs gSaA ,slk fu.kZ; lfpo ;k foHkkxh; eq[;
vf/dkjh ;k lkoZtfud lSDVj miØeksa ds eq[; vf/dkjh ds vuqeksnu ls fy;k tk,xkA ,slh fLFkfr esa f'kdk;rdrkZ
dks dk;Zokgh ds ckjs esa lwpuk Hkh Hksth tk,xhA
3- eaS vk'kk djrk g¡w fd mi;DZqr le; lhek dk dk;kUZOk;u vki ds e=akky;@foHkkx eas gks jgk gAS bl ls turk e]as ljdkj
dh yksd f'kdk;r iz.kkyh esa fo'okl cukus esa en~n feysxhA

lknj]

Hkonh;]

(,lú ,lú }kjk)


lHkh ea=kky;ksa@foHkkxksa ds lfpoksa dks

48
D.O. No. K-11011/5/2003-PG
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ubZ fnYyh& 110001
GOVERNMENT OF INDIA
S.S.DAWRA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS, NEW DELHI-110001
Secretary
Tel. : 3094848
Fax : 3092432
May 3, 2003

Dear Secretary,

As you may be aware, instructions have been issued by Department of Administrative Reforms and
Public Grievances (DAR & PG) from time to time to ensure that an effective institutional mechanism is
established for attending to public grievances promptly. I feel that the system would be failing in its primary
purpose if the barest minimum courtesy, that is, acknowledgment of the letter received from a complainant
is not sent in time. The acknowledgement should go immediately or at the most within three days of the
receipt of the grievance.
2. Normally a grievance should be redressed be within a period of three months of the receipt. Instructions
on the subject of 'Directors of Grievances' envisage that if a grievance is not redressed within a period of
three of months, Director of Grievances of the concerned Ministry/Department should call for the documents
of the case and take decision with the approval of the Secretary of the Ministry/Department or Head of
the Department/Organisation. The petitioner should be informed of the progress of his/her grievance.
3. I hope that the above time limits in processing of the grievances are followed in your Ministry/Department.
This would go a long way in established public confidence in the effectiveness of the grievance redressal
mechanism of the Government.

With regards,

Yours sincerely,

(S.S.DAWRA)
Secretaries of all Ministries/Departments

48
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ubZ fnYyh&110001
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
,lú ,lú }kjk
AND PENSIONS
lfpo
NEW DELHI-110001
nwjHkk"k% 3094848
iSQDl% 3092432

28 ebZ] 2003
vú 'kkú i=k la[;k dsú&11011@5@2003&ihú thú

fiz; lfpo]

eS] foHkkxh; laln LFkk;h lfefr dh 99oha fjiksVZ ds iSjk 48 esa nh xbZ (2003&2004) dh laLrqfr@fVIi.kh dh
,d izfrdk layXu dj jgk gw¡A
2- lfefr us laLrqfr esa fo'ks"k :i ls dgk gS fd de f'kf{kr ukxfjdksa ds fy, Hkh f'kdk;r fuiVku iz.kkyh cukbZ
tkuh pkfg;sA lfefr us bPNk ”kkfgj dh gS fd bl ekeys esa de ls de ,d vuqoh{k.k (ekuhVfjax) dk izek.k o
urhts] os ns[kuk pkgrh gSA eSa vkHkkjh gksšxk ;fn bl lEcU/ esa okafNr dk;Zokgh iwjh dh tk, vkSj vuqoh{k.k fjiksVZ
N% ekg esa] vij lfpo] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks Hkst nh tk,A

lknj]

Hkonh;]

(,lú ,lú }kjk)


layXu% ;FkksDr
Hkkjr ljdkj esa ea=kky;ks@a foHkkxksa ds
lHkh lfpoksa dksA

49
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ubZ fnYyh& 110001
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
S.S.DAWRA AND PENSIONS
NEW DELHI-110001
lfpo
Secretary
Tel. : 3094848
Fax : 3092432

May 28, 2003


D.O. No. K-11011/5/2003-PG

Dear Secretary,

I am enclosing a copy of the observations/recommendations made by the Parliamentary Standing


Committee in para 48 of its 99th Report on Demands for Grants (2003-20004) for the Ministry of
Personnel, Public Grievances and Pensions, pertaining to the Department of Administrative Reforms
and Public Grievances.
2. The Parliamentary Standing Committee, has laid emphasis upon evolving a grievance redress mecha-
nism that would serve the less literates. Since the Committee desired to see the results of at least one
such monitoring, I would be grateful if you could take appropriate action in this regard and arrange to
furnish a monitoring report within a period of six months from the receipt of this communication to
Additional Secretary, Department of Administrative Reforms and Public Grievances, Sardar Patel Bhavan,
New Delhi-110001.

With regards,

Yours sincerely,

(S.S.DAWRA)

Encl : as above
All Secretaries of Ministries/Deptts. of Govt. of India

49
x`g ea=kky; dh foHkkxh; lEcfU/r lalnh; LFkk;h lfefr dh fMekaM iQksj xzkUVl (2003&2004) ij 99 oha
fjiksVZ ls va'k

iSjk 48

¶lfefr mi;qZDr dk;Zokgh tks yksd f'kdk;r iz.kkyh dks vkSj lqn`<+ djus ds fy, dh xbZ gSA] mls uksV djrs
gq,] ;g laLrqfr nsrh gS fd iz.kkyh dks ekuhVj djus ds fy, lHkh dne mBk, tkus pkfg;sa] vkSj f'kdk;rksa dk le;
ij fuokj.k djus ij mfpr è;ku nsuk pkfg;sA lfefr }kjk fopkj fd;k x;k ;g Hkh er gS fd tks vf/dkjh f'kdk;rksa
dk fuokj.k le; ls ugh djrs mudh tokcnsgh gksuh pkfg;s rFkk muds fo:¼ mfpr dk;Zokgh dh tkuh pkfg;sA ;g
iz.kkyh dEi;wVj mi;ksx djus okyksa ds fy, dqN liQyrk yk ldrh gS] ysfdu Hkkjr dh vf/dka'k tula[;k xzkeksa
esa jgrh gSA blfy, bl ckr ij ”kksj fn;k tk jgk gS fd de f'kf{kr tula[;k ds fy, Hkh ,d iz.kkyh cukbZ tkuh
pkfg;sA lfefr pkgrh gS fd izR;sd foHkkx esa ,slh iz.kkyh dh de ls de ,d vuqoh{k.k fjiksVZ og ns[k ldsA¸

50
Extracts from 99th Report of the Department Related Parliamentary Standing Committee
on Home Affairs on Demands for Grants (2003-2004) of the Ministry of Personnel, Public
Grievances and Pensions

Para 48

"The Committee, while taking note of the above measures to strengthen the grievance mechanism,
recommends that all out efforts should be made to effectively monitor the same and due attending should
be given to timely redressal of grievances lodged. It is also of the considered view that officers responsible
for brooking delay should be made accountable and suitable action taken against them. This mechanism
may bring some success to computer savvy public, but the bulk of India lives in villages. It is therefore that
stress has been laid for evolving a mechanism that would serve the less literates. The Committee expresses
a desire to see the results of one such monitoring of each Department"

50
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
ihú vkbZú lqozru
vij lfpo GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú i=k laú ,p&18013@1@2003&ihú thú fnukad% 21 tqykbZ] 2004

fiz; Jh flag]

x`g ea=kky; ls lEcfU/r lalnh; LFkk;h lfefr us o"kZ 2003&04 ds fy, viuh 99oha fjiksVZ ds iSjk 46 esa
fuEufyf[kr fopkj fd;k gSA
¶lfefr ds er esa yksd f'kdk;r ds fy, miyC/ nksuksa iz.kkfy;ksa dk iwjs Hkkjr esa nwjn'kZu }kjk izpkj vko';d gS
rkfd xzkeh.k bykdksa esa Hkh yksxkas dks bu iz.kkfy;ksa ds ckjs esa irk pysA¸
2- lEHkor% vki dks irk gksxk fd Hkkjr ljdkj esa yksd f'kdk;r iz.kkyh fodsUnzh; vk/kj ij cukbZ xbZ gS vkSj ;g
izR;sd dsUnzh; ea=kky; foHkkx esa gSA bl ds fy, nks fo'ks"k dsUnz gSa ;kfu] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx]
rFkk eaf=ke.My lfpoky; esa yksd f'kdk;r funs'kky; eq[;r% iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dk dk;Z
;g gS fd og ljdkj esa ukxfjd dsUnzh; dk;ZØe cuk, o pyk, ftlls iz'kklfud lq/kj vkSj f'kdk;r ds {ks=kksa esa
tu lsok,a xq.koÙkk ds vk/kj ij dq'kyrk iwoZd nh tk ldsaA blls tu f'kdk;rsa de gks tkus dh lEHkkouk gS D;ksafd
xq.koÙkk ds vk/kj ij tu lsok vkiwfrZ ls f'kdk;rksa ds dkj.kksa dks gh lekIr djus dk iz;kl fd;k tkrk gSA bl lEcU/
esa foHkkx dks vusd f'kdk;rsa izkIr gksrh gSa ftUgsa lEcfU/r ea=kky;ksa@foHkkxks dks fuokj.k ds fy, Hkst fn;k tkrk gSA
eaf=ke.My lfpoky; esa tu f'kdk;r funs'kky;] 16 ea=kky;ksa@foHkkxksa ls lEcfU/r f'kdk;rksa ds fy, vihy laLFkk
ds :i esa dk;Z djrh gSA
3- bl lanHkZ esa] yxrk gS fd bu nksuksa laLFkkvksa ds ckjs esa vkdk'kok.kh ds ekè;e ls Hkh jk"Vªh; izpkj dh
vko';drk gSA
4- bl lacU/ esa eSa ,d laf{kIr ^ys[k* Hkst jgk gw¡ ftlls izpkj lEcfU/r izksxzke cukus esa en~n fey ldrh gSA
lknj]
Hkonh;]
Jh fczts'koj flag]
egkfuns'kd] (ihú vkbZú lqozru)
vkdk'kok.kh] vkdk'kok.kh Hkou] ubZ fnYyhA

51
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh& 110001
P.I.SUVRATHAN
ih-vkb-Zloqrzu GOVERNMENT OF INDIA
Additional Secretary MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
vij lfpo & PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001
D.O. No.H-18013/1/2003-PG Dated : 21 July 2004

Dear Shri Singh,

The Parliamentary Standing Committee in para 46 its Ninety Ninth report of the Department Related
Parliamentary Committee on Home Affairs on Demands for Grants (2003-04) of the Ministry of Personnel.
Public Grievances and Pensions has observed, as indicated below:-
"The Committee feels that there is need for publicity (India wide) through Doordarshan to enable
tha rural folk to know about the existence of these two channels for the redressal of public
grievances".
2 You may be aware that public grievances are redressed in Government of India through a decentralized
system that functions in every Ministry/Department. The Department of Administrative Reforms & Public
Grievances and Directorate of public Grievances, Cabinet Secretariat (DPG) are the two nodal agencies
in Government of India for handling public grievances. The role of the Department of Administrative
Reforms & Public Grievances consists primarily to undertake such citizen-centric initiatives in the field of
administrative reforms and public grievances in the Government so as to enable the Government to deliver
quality public services to the citizen in a hassle free manner and eliminate the causes of grievances. The
Department also receives a large number of grievances which are sent to the concerned Government
agency to redress. The Directorate of Public Grievances, Cabinet Secretariat acts as an appellate body in
respect of public grievances related to 16 identified Central Government Departments/Organisations.
3. In this context it is felt that there is a need for nation wide publicity of the above two channels through
AIR also.
4. In this connection, I am sending herewith a 'Brief' for facilitating the production of a publicity programme.
with regards,
Yours sincerely,

(P.I. Suvrathan)
Shri Brajeshwar Singh,
Director General,
All India Radio, Akashvani Bhavan, New Delhi.

51
la[;k ds&11023@5@2005&ihúthú
Hkkjr ljdkj/GOVERNMENT OF INDIA
dkfeZd yksd f'kdk;r] rFkk isa'ku ea=kky;
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES

ljnkj iVsy Hkou] laln ekxZ] ubZ fnYyh&110001


SARDAR PATEL BHAVAN, SANSAD MARG, NEW DELHI-110001

fnukda% 18 ekpZ] 2005

lsok esa]
eq[; lfpo] jkT; ljdkj@la?k iz'kkf{kr {ks=k

fo"k;% lekpkj i=kksa esa vkus okyh f'kdk;rksa dk fuokj.k

egksn;]

Ñi;k lfpo] dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;] Hkkjr ljdkj ds fnukad 30 tqykbZ] 2002 ds
v/Z'kkldh; i=k la[;k ,pú&18013@1@2002 ihú thú (ikVZ 2) dk voyksdu djsa ftlesa lekpkj i=kksa esa Nius
okyh yksd f'kdk;rksa ds le;c¼ fuokj.k ds fy, O;oLFkk iz.kkyh cukus dk vuqjks/ fd;k x;k FkkA ;g Hkh vuqjks/
fd;k x;k Fkk fd f'kdk;r ds fo'ys"k.k@fuokj.k ds ckn ;fn Nkih xbZ f'kdk;r fujk/kj ikbZ tkrh gS rks mlds fy,
,d izR;qRrj (jhTokbaMj) Hkh tkjh fd;k tkuk pkfg;s rkfd ea=kky;@foHkkx dh Nfo u"V u gks vkSj ,d mÙkjnk;h
rFkk ijLifjd iz'kklu dh Nfo cu ldsA
2- vuqjks/ gS fd lekpkj i=kksa esa Nih f'kdk;rksa ds fuokj.k ds fy, rqjar dk;Zokgh dh tk, rkfd ljdkj dh yksd
f'kdk;r fuokj.k iz.kkyh esa turk dk fo'okl LFkkfir gks ldsA

Hkonh;]

(ihú vkbZú lqozru)


vij lfpo
nwjHkk"k% 23742133
bZ&esy% lqorz u@,uvkbZlh-vkb,u

52
la[;k /No.: K- 11023/5/2005-PG
Hkkjr ljdkj /GOVERNMENT OF INDIA
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES & PENSIONS
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES

ljnkj iVsy Hkou] laln ekxZ] ubZ fnYyh& 110001


SARDAR PATEL BHAVAN, SANSAD MARG, NEW DELHI-110001

Dated : 18 March, 2005

To,
Chief Secretaries, State Govts./UTs

Subject : Redress of Grievances Appearing in Newspapers

Sir,

Kindly refer to the d.o. letter No.-H-18013/1/2002-PG (Pt.II) dated July 30,2002 of the Secretary,
Ministry of Personnel, Public Grievances and Pensions, Government of India for establishing an institutional
mechanism for examining public grievances appearing in newspapers and for redress of these grievances
in a time bound manner. It was also requested that a rejoinder might be issued after investigation in cases
which were found to be baseless and/ or damaging the image of the organization to create a responsive
and interactive administration.
2. It is requested that prompt action may be taken to redress public grievances appearing in newspapers to
establish public confidence in the effectiveness of the grievance redress machinery of the Government.

Yours faithfully,

(P.I. Suvrathan)
Additional Secretary
Tele : 23742133
e-mail : suvrathan@nic.in

52
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ubZ fnYyh&110001
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC
lfpo GRIEVANCES AND PENSIONS
nwjHkk"k% 23094848 NEW DELHI-110001
iSQDl% 23092432

vú 'kkú laú th&11012@1@2005&ihú thú 3 ebZ] 2005

dkfeZd] yksd f'kdk;r o isa'ku ea=kky; dh fMekaM iQkWj xzkUVl (2005&06) ij ppkZ ds nkSjku foHkkxh; LFkk;h
lalnh; lfefr us ”kksj ns dj dgk gS fd izR;sd foHkkx@laLFkk esa ;g vko';d gS fd ,d izHkkoh yksd f'kdk;r
fuokj.k iz.kkyh gksA lfefr dk ;g Hkh er Fkk fd turk dks bl iz.kkyh ds ckjs esa tkudkjh nsuh pkfg;s vkSj ;g
Hkh irk gksuk pkfg;s fd f'kdk;r fdrus fnuksa esa fuiVkbZ tk,xh vkSj fdl vf/dkjh ls lEidZ fd;k tk ldrk gSA
bl foHkkx us igys Hkh izR;sd ea=kky;@foHkkx dks lqHkko fn;k gS fd os vius&vius foHkkxksa ds vf/dre f'kdk;rh
{ks=kksa dks fpfUgr djsa o fØ;kfof/ esa mfpr lq/kj yk,a rkfd og ljy cu lds vkSj f'kdk;rksa esa deh vk,A bldk
fooj.k {ks=kh; Hkk"kk esa turk esa izpkfjr fd;k tk, vkSj ukxfjd ifji=k esa 'kkfey fd;k tk,A
2- eSa vkHkkjh gksÅxk¡ ;fn vki vius lHkh dk;kZy;ksa esa ;s funsZ'k izpkfjr djsa] rFkk {ks=kh; Hkk"kkvksa esa NksVh&NksVh
iqfLrdkvksa ds :i esa] gSUMvkV ds :i esa] ;k if=kdkvksa esa vius foHkkx dh yksd f'kdk;r iz.kkyh dk izpkj djsa
rkfd turk blls ykHk mBk ldsA izR;sd ea=kky;@foHkkx dh osclkbV ij Hkh ea=kky; ds dk;Z{ks=k o yksd f'kdk;r
iz.kkyh ds ckjs esa tkudkjh miyC/ gksuh pkfg;sA oSclkbV ij tkudkjh dk fu;fer :i ls uohuhdj.k gksuk pkfg;s
rkfd ubZ tkudkjh izkIr djus ds fy, yksxksa dks vkosnu u nsuk iMsA
3- eS vkHkkjh gksšxk ;fn vki bl lEcU/ esa dh xbZ dk;Zokgh ls eqfDr voxr djk nsaA rkfd eSa LFkk;h lalnh; lfefr
dks tkudkjh Hkst ldw¡A

Hkonh;]

(,ú ,uú frokjh)


Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa ds lfpoksa dks

53
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ubZ fnYyh&110001
GOVERNMENT OF INDIA
lfpo MINISTRY OF PERSONNEL, PUBLIC
Secretary GRIEVANCES AND PENSIONS
Tel. : 23094848 NEW DELHI-110001
Fax.: 23092432

3rd May, 2005


D.O. No. G-11012/1/2005-PG

The Department Related Parliamentary Standing Committee on Personnel, Public Grievances, Law
and Justice during discussions on the Demands for Grants (2005-06) of the Ministry of Personnel, Public
Grievances and Pensions have emphasized the importance of an effective public grievance redress
mechanism in each Department/ organization. The Committee was of the view that the public should be
made fully aware of the grievance redressal Mechanism, the officers to be contacted and the time likely to
be taken for redressal of the grievances. This Department has already suggested to each Ministry/
Department to identify the grievance-prone areas and address the issues which give rise to grievances in
the first place. Procedural simplification in grievance-prone areas can reduce the occasions for grievances
to arise. The details of this may be conveyed to the public in local languages or through the Citizens'
Charter.
2. I shall be grateful if you could issue instructions to all organizations under the control of your Ministry/
Department for disseminating information relating to grievances redressal in local languages by printing
booklets, magazines, handouts etc. to make the citizens aware of the channels for redressal available and
to fully utilize the benefits of the various programmes. The websites of each Ministry/Department should
also contain as much information as possible about the activities of the Department and these should be
updated regularly so that a citizen does not have to make a separate application to obtain the required
information.
3. I shall be grateful if you could please intimate the action taken in this regards so that the Parliamentary
Standing Committee can be briefed.

Yours sincerely,

(A.N.TIWARI)
All Secretaries of Ministries/Departments of Govt. of India

53
la[;k ds& 11011@3@2005&ihúthú
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx

ljnkj iVsy Hkou] laln ekxZ


ubZ fnYyh] 7 flrEcj] 2005

dk;kZy; Kkiu
fo"k;% yksd f'kdk;r fuokj.k ,oa vuqoh{k.k iz.kkyh dks laLFkkfir djuk o lfØ; cukukA

dsUnzh; ljdkj ds lHkh ea=kky;ksa@ foHkkxksa esa laLFkkfir djus ds fy, iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
us jk"Vªh; lwpuk foKku dsUnz (,u vkbZ lh) dh lgk;rk ls ,d lkÝVos;j dk fuekZ.k fd;k gS ftldk uke ^yksd
f'kdk;r fuokj.k rFkk vuqoh{k.k iz.kkyh gSA la{ksi esa bl dk uke ihthvkj,,e,l* gSA
2- bl iz.kkyh esa f'kdk;r n”kZ djus okys ukxfjd dks rRdky gh ikorh miyC/ gks tkrh gS tks ,d jftLVªs'ku la[;k
ds :i esa gksrh gSA bl esa ukxfjd viuh f'kdk;r n”kZ djus ds vykok] f'kdk;r ij gks jgh dk;Zokgh dk Hkh irk
yxk ldrk gSA blds vykok og Lej.ki=k rFkk Li"Vhdj.k Hkh Hkst ldrk gSA bl iz.kkyh dk mi;ksx ns'k ;k fons'k
ds fdlh Hkh {ks=k ls fd;k tk ldrk gSA bl iz.kkyh esa lHkh f'kdk;rsa iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx
esa vkrh gS] ftUgsa rqjar okafNr ea=kky;@foHkkx dks f'kdk;r ds fuokj.k ds fy, Hkst fn;k tkrk gSA blds vykok
ihthvkj,,e,l f'kdk;rksa ds vuqoh{k.k ds fy, Hkh ,d xfreku] izHkkoh vkSj lqjf{kr iz.kkyh gS ftlds }kjk fjiksVZ
Hkh cukbZ tk ldrh gSA ;g fofHkUu ea=kky;ksa@foHkkxksa ds yksd f'kdk;rh {ks=kksa rFkk f'kdk;rksa ds uSlfxZd vk/kj Hkh
igpkuus o <w<a us esa en~n djrk gSA
3- ;g foHkkx Hkkjr ljdkj ds lHkh ea=kky;ksa foHkkxksa ls vuqjks/ dj jgk gS fd ihthvkj,,e,l lkWiQVos;j dks
laLFkkfir djsa rkfd ukxfjdksa dks f'kdk;rks dks n”kZ djus o ml ij dk;Z izxfr dks tkuus dh lqfo/k izkIr gks ldsA
fo'ks"kdj] ftu ea=kky;ksa@foHkkxksa dk tulEidZ vR;f/d gS] ogk¡ bl iz.kkyh dks laLFkkfir djus ij ”kksj fn;k tk jgk
gSA dbZ ea=kky;ksa@foHkkxksa esa bl iz.kkyh dk laLFkkiu fd;k tk pqdk gS fiQj Hkh vusd ea=kky;@foHkkx vHkh ,sls gS tgka
bldk laLFkkiu djuk ckdh gSA
4- vr% ;g ckr nksgjkbZ tk jgh gS fd lHkh ea=kky;ksa@foHkkxksa esa] fo'ks"kdj vR;f/d tu lEidZ okys foHkkxksa esa]
ihthvkj,,e,l dks laLFkkfir fd;k tk,A bl dk;Zokgh esa iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx] ,u vkbZ lh
ds lg;ksx ls gj izdkj dk izf'k{k.k o lg;ksx nsus ds fy, rRij gS] rkfd iz.kkyh dk izHkkoh :i ls dk;kZUo;u gks
ldAs

(';kekfyek cSuthZ)
funs'kd (ih th)
nwjHkk"k & 22745472

Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa ds lfpoksa dks

54
No.K- 11011/3/2005-PG
Government of India
Ministry of Personnel, Public Grievances & Pensions,
Department of Administrative Reforms & Public Grievances

Sardar Patel Bhavan, Sansad Marg,


New Delhi, the 7th September, 2005

OFFICE MEMORANDUM

Subject :Installation and Operationalisation of Public Grievance Redress and Monitoring System

The Department of Administrative Reforms & Public Grievances, in consultation with National
Informatics Centre (NIC), had developed a uniform software called Public Grievances Redress and
Monitoring System (PGRAMS) for installation in various Central Government Ministries and Departments.
All grievances received in the Department of Administrative Reforms and Public Grievances are being
placed in this system since September 5, 2001. The Citizen-interface version of this system (http://darpg-
grievance.nic.in/) was launched on 31.5.2002. A citizen can now lodge his/her grievances on this website
and can also view the status of the action taken therons by accessing the website.

2. The PGRAMS provides the user an instant acknowledgment by way of flashing the registration number
Besides providing the citizens the facilities to lodge the grievances and to find the status of actions taken on
such grievances, a citizen can also send reminders and clarification from any geographical location. The
grievances are received in the Department of Administrative Reforms & Public Grievances which are
forwarded to the Public Grievances Officers of the Departments concerned for immediate redress of
grievances. Further, the PGRAMS is a speedy, efficient and secured System for monitoring the progress
of redress of public grievances which also generates reports on nature of grievances to indicate the
grievance prone areas in different Ministries/Departments of Government of India.

3. The Department has been pursuing with the Ministries and Departments of Government of India to
install the software (PGRAMS) for benefit of citizens for lodging of complaints and to help them to get the
progress in the matter. Emphasis has been given for installation of this system particularly in the Departments
having large public interface. Though some of the Central Government Ministries and Departments have
installed the System, many Ministries and Departments are yet to use the PGRAMS for effective handling
of citizens' grievances.

4. It is reiterated that the PGRAMS may be installed in all the Ministries and Departments and particularly
to those Departments having large public interface. The Department of Administrative Reforms & Public
Grievances with assistance of NIC can provide necessary training to officials of Government of India to
help the Ministries to operate the System effectively.

(Shyamalima Banerjee)
Director (PG)
Tel. No.23745472

All Secretaries of Ministries/Departments of Govt. of India

54
laú- ds& 11011@1@2005&ihúthú
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
(iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx)

ljnkj iVsy Hkou] laln ekxZ


ubZ fnYyh] 27 flrEcj] 2005

dk;kZy; Kkiu

fo"k;% yksd f'kdk;r fuokj.k ra=k dks lqn`<+ djus ds fy, funs'kd (f'kdk;r) dh Hkwfedk

iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx] Hkkjr ljdkj izR;sd ea=kky;@foHkkx@lkoZtfud {ks=k m|e@Lok;Rr
fudk; esa] vkarfjd f'kdk;r fuokj.k iz.kkyh LFkkfir djus ds fy,] le;&le; ij foLr`r vuqns'k tkjh djrk jgk
gS rkfd iz'kklu dks ukxfjdksa dh vko';drkvksa dh vksj vf/d vuqfØ;k'khy cuk;k tk ldsA bu vuqns'kksa esa vU;
ekeyksa ds vykok] fuEufyf[kr eqn~ns Hkh gSa%
(i) izR;sd ea=kky;@foHkkx@lkoZtfud {ks=k m|e@Lok;Rr fudk; ,d iw.kZ le; ds fy, vf/dkjh ukfer djsxk ftls
funs'kd (f'kdk;r) ds uke ls tkuk tk,xkA ;s vf/dkjh la;qDr lfpo ds Lrj dk gks ldrk gS tks vius vuqHko
,oa vf/dkj {ks=k ds vk/kj ij oLrqfu"B :i ls fu.kZ; ys ldsA
(ii) funs'kd
(f'kdk;r) lqpk: :i ls f'kdk;rksa ds fuokj.k esa dk;Z'khy jgsxsaA izR;sd ea=kky;@foHkkx@lkoZtfud {ks=k
m|e@ Lok;Rr fudk; vius funs'kd (f'kdk;r) ds fy, dk;Z dkMZ Hkh cuk ldrk gSA
funs'kd (f'kdk;r) ds ikl ;g vf/dkj gksxk fd ;fn rhu ekg esa f'kdk;r dk fuokj.k u gks] rks og
(iii)
lEcaf/r fefly o nLrkost e¡xok dj f'kdk;r ij fu.kZ; ys ldrk gSA ;g fu.kZ; lfpo egksn; ds vuqeksnu ds
ckn O;fFkr O;fDr dks lwfpr dj fn;k tk,xkA
(iv) funs'kd
(f'kdk;r) lh/s gh lfpo dks ;k laLFkk ds eqf[k;k dks fjiksVZ djsxkA vU; vf/dkfj;ksa ds lkFk mldk
lEcU/ Li"V fd;k tk,xkA funs'kd (f'kdk;r) dks izHkkoh :i ls dk;Z djus ds fy, dk;Zfof/ Hkh cukbZ tk,xhA
(v) LFkkuh; VsyhiQksu lwph esa funs'kd (f'kdk;r) dk uke vyx ls Li"V :i esa n'kkZ;k tk,xkA
2- vkarfjd f'kdk;r fuokj.k iz.kkyh ij mi;qZDr vuqns'kksa dks lkekU;r% lHkh ea=kky;ksa@foHkkxksa }kjk dk;kZfUor fd;k
tk pqdk gSA ysfdu bl O;oLFkk }kjk rRdky izHkkoh :i ls yksd f'kdk;rksa dk fuokj.k ugha gks ik jgk gSA vr%
funs'kd (f'kdk;r) dks vius vf/dkjksa dk mfpr mi;ksx djrs gq, yafEcr f'kdk;rksa dh iQkbysa e¡xok dj lfpo
ds vuqeksnu ls mu ij fu.kZ; ysuk pkfg;sA
blds vykok funs'kd (f'kdk;r) dks vf/d f'kdk;rh {ks=kksa dks vafdr dj dk;Zfof/ esa la'kks/u djokus ;k djus
ds fy, dne mBkus pkfg;sa rkfd f'kdk;rksa dks de fd;k tk ldsA
3- isa'ku ls lEcaf/r f'kdk;rs ,d ,slk {ks=k gS ftl ij funs'kd (f'kdk;r) dks rRdky è;ku nsuk pkfg;sA ;g ns[kk
x;k gS fd vusd f'kdk;rsa isa'ku o lsokfuo`fÙk Hkqxrku le; ij u feyus ds dkj.k bl foHkkx dks Hksth
tkrh gSaA

55
F. No. K-11011/1/2005
Government of India
Ministry of Personnel, Public Grievances and Pensions
(Department of Administrative Reforms & Public Grievances)

Sardar Patel Bhawan, Sansad Marg,


New Delhi, the 27th September 2005

OFFICE MEMORANDUM

Subject: St rengthening of the Public Grievances Redress Machinery-Role of Director of


Grievances.

The Department of Administrative Reforms & Public Grievances have been issuing detailed instruction
regarding setting up of internal grievance redressal machinery in each Ministry/Department/Public Sector
Undertaking/Autonomous Organisation to make administration more responsive to the needs of the citizens.
The instructions, inter-alia, stipulate that:-
(i) 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.
(ii) 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.
(iii) 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.
(iv) 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.
(v) The name and designation of the Director of Grievances should be separately incorporated in the list
of officers appearing in the local telephone directories.
2. The above instructions on Internal Grievance Redress Machinery have been largely complied
with by the Ministries/Departments. However, its effectiveness in settling public grievances expeditiously
has not always been up to the mark. In the interest of expeditious disposal of grievances, the Directors of
Grievances may exercise more frequently the powers vested with them to call for papers/documents of
long pending cases and take decisions with the approval of the Secretary or Head of the Organisation.
Further, the Director of Grievances may take measures to analyse the grievances devising corrective
measures so as to reduce the recurrence of such grievances.
3. One of the important issues that needs urgent attention of the Director of Grievances is grievances
relating to pensionary matters. It has been observed that a large number of grievances pertaining to
pensions and retirement dues are received in this Department mainly relating to delay in payment of

55
bl fy, lsok fuo`fÙk deZpkfj;ksa ds vusd ckj foHkkxksa ds pDdj yxkus iM+rs gS] vkSj bl foHkkx dks Hkh izR;kosnu
Hkstuk iM+rk gS D;ksafd okafNr ea=kky;ksa@foHkkxksa }kjk mfpr dk;Zokgh ugha dh tkrhA
4- lq>ko gS fd funs'kd (f'kdk;r)] ukxfjd pkVZj ds fy, Hkh laidZ vf/dkjh ds :i esa dk;Z djsaA

gú@&

(xhrk uk;j)
mifuns'kd (ihú thú)
nwjHkk"k&23741006

Hkkjr ljdkj ds lHkh foHkkxksa dks

56
settlement of claims. The pensioners have to visit the concerned Departments time and again and also
approach this Department when the grievance is not redressed by the concerned Departments.
4. It is suggested that the Director for Redressal of Public Grievances may also function as the Nodal
Officer for Citizen's Charter.

Sd/-
(Geetha Nair)
Deputy Director (PG)
Tel. No. 23741006

All Departments of Govt. of India

56
vú 'kkú laú- th&13013@1@2006&ihú thú
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ukFkZ CykWd] ubZ fnYyh&110001
lfpo GOVERNMENT OF INDIA
nwjHkk"k% 23094848 MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
NORTH BLOCK, NEW DELHI-110001

5 ebZ] 2006

fiz;]

le;c¼ o rRdky :i ls yksd f'kdk;rksa dk fuokj.k] rFkk f'kdk;rh {ks=kksa dks vafdr dj dk;Z fof/ esa
la'kks/u dj f'kdk;rksa dk fuokj.k] rFkk f'kdk;rh {ks=kksa dks vafdr dj dk;Zfof/ esa la'kks/u dj f'kdk;rksa dks lekIr
djuk ;k de djuk] yksd lsok dk ,d vge nkf;Ro gSA le;&le; ij iz'kklfud ,oa yksd f'kdk;r foHkkx fn'kk
funsZ'k tkjh djrk jgk gS fd izR;sd ljdkjh foHkkx esa izHkkoh laLFkk iz.kkyh gksuh pkfg;s tks yksd f'kdk;rksa dk izHkkoh
:i ls fuokj.k djsA fiQj Hkh bu fn'kkfunsZ'kksa ds ckotwn rFkk ljdkj ds vU; iz;klksa ds ckn Hkh f'kdk;rsa fey jgh
gS fd ea=kky;ksa@ foHkkxksa }kjk yksd f'kdk;rksa dk fuokj.k foyEc ls o xSj ftEesnkjh ds :i esa fd;k tk jgk gSA
iz'kklfud] yksd f'kdk;r o isa'ku ea=kky; ls lEcfU/r LFkk;h foHkkxh; lalnh; lfefr us bl fLFkfr dks xEHkhjrk
ls ysrs gq, ;g dgk gS fd yksd lsodksa }kjk yksd f'kdk;rksa dh vuns[kh dh tk jgh gS vkSj muij dk;Zokgh U;wure
:i ls gks jgh gSA
2- dksbZ Hkh yksd f'kdk;r fuokj.k iz.kkyh vius izkFkfed dÙkZO; esa vliQy jgsxh ;fn f'kdk;rh i=k dh ikorh rd
Hksth u tk jgh gksA vr% ;g ckr nksgjkbZ tkrh gS fd gj f'kdk;r dh ikorh rRdky Hksth tkuh pkfg;s ;k mls
vf/dre rhu fnuksa esa Hkst nsuk pkfg;sA lkFk gh f'kdk;r ij fu.kZ; dh lwpuk i=k izkfIr dh frfFk ls vf/dre nks
ekg ds vUnj Hkst nsuh pkfg;sA ;fn bl vof/ ds chp esa] f'kdk;r djus okyk ukxfjd foHkkx ls lEidZ djrk gS
rks mlds i=k@vkosnu ij gks jgh dk;Zokgh ls mls voxr djk;k tkuk pkfg;sA ;fn ukxfjd ds vuqjks/ ;k f'kdk;r
dks eku dj mldk fuokj.k laHko u gks] rks iz'u&mÙkj ds :i esa otg@dkj.k crkrs gq, mÙkj le;c¼ lhek esa ns
nsuk pkfg;sA ;fn dk;Zokgh esa nks ekg ls vf/d le; yxus dh lEHkkouk gks rks vUrfje mÙkj vo'; gh Hkst nsuk
pkfg;sA
3- vkils vuqjks/ gS fd izpkfyr fLFkfr esa lq/kj ykus ds fy, okafNr dk;Zokgh djsa rkfd lqfuf'pr gks lds fd
ukxfjdksa dh f'kdk;rksa dk le;c¼ o rRdky :i ls fuokj.k gks jgk gSA

lknj]

Hkonh;

jkT;ks vkSj la?k iz'kkf{kr {ks=kksa ds eq[; lfpoksa dks (izR;q'k flUgk)

57
D.O. NO. G-13013/1/2006-PG
Hkkjr ljdkj
dkfed
Z ] ykd s f'kdk;r rFkk i'asku e=akky;
lfpo UkkFkZ Cykd
W ] ubZ fnYyh& 110001
GOVERNMENT OF INDIA
SECRETARY
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
Tel.: 23094848
AND PENSIONS
NORTH BLOCK, NEW DELHI-110001

5th May, 2006

Dear,

One of the important obligations of public service is the prompt redressal of public grievances and
identification of grievance prone areas of Government Department in order to eliminate the causes of
these grievances of citizens. The Department of Administrative Reforms and Public Grievances have
been issuing guidelines from time to time in order to ensure that an effective institutional mechanism is
established in each government department for the expeditious redress of Public Grievances. Despite all
these guidelines and various efforts made by the State Governments, complaints continue regarding the
delay and lack of response in handling public grievances. The Parliamentary Standing Committee attached
to the Ministry of Personnel, Public Grievances and Pensions has taken serious view of the state of
affairs prevailing in the matter of settlement of public grievances. It has been pointed out that the response
of the public servants towards citizens’ grievances is lukewarm and often borders on complete indifference.
2. Any grievance redress system would be failing in its primary purpose if the minimum courtesy of
acknowledging receipt of a complaint is not observed. It is, therefore, reiterated that an acknowledgement
should go immediately and at the most within three days of the receipt of the grievance and the grievance
itself should be redressed within a maximum period of two months of its receipt. The citizens approaching
the government departments with their grievance petitions should be informed of the progress of his/her
grievance. In case it is not found feasible to accede to his/her request, a reasoned reply may be issued to
the aggrieved citizen within this stipulated time limit. Further, if the finalization of a decision on a particular
grievance is expected to take longer than two months, an interim reply should invariably be sent.
3. I would request you to take suitable measures in bringing about a change in the prevailing situation in
order to ensure that the grievances of the citizens are settled expeditiously.

With regards,

Your sincerely

(Pratyush Sinha)
Chief Secretaries of States and UTs.

57
vú 'kkú laú- th&13013@1@2006&ihú thú
Hkkjr ljdkj
dkfeZd] yksd f'dk;r rFkk isa'ku ea=kky;
ukFkZ CykWd] ubZ fnYyh&110001
lfpo GOVERNMENT OF INDIA
nwjHkk"k% 23094848 MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
NORTH BLOCK, NEW DELHI-110001

5 ebZ] 2006

fiz;]

iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx }kjk le;&le; ij vusd fn'kkfunsZ'k tkjh fd, x, gS ftuls Hkkjr
ljdkj ds izR;sd ea=kky;@foHkkx esa yksd f'kdk;rksa dk 'kh?kz fuokj.k gks ldsA bu lHkh fn'kk funsZ'kksa ds ckn Hkh mÙkj
izkIr u gksus rFkk foyEc gksus dh f'kdk;rsa yxkrkj fey jgh gSaA LFkk;h foHkkxh; laln lfefr us izpfyr fLFkfr dks
cgqr xEHkhj :i ls fy;k gS vkSj dgk gS fd ukxfjdksa dh f'kdk;rksa ij yksd lsodks }kjk vuns[kh dh tk jgh gS]
vkSj muij dk;Zokgh U;wure :i ls gks jgh gSA
2- yksd f'kdk;r iz.kkyh vius izkFkfed dÙkZO; esa gh vliQy jgsxh ;fn f'kdk;rh i=k dh ikorh rd le; ij
Hksth tk,A vr% ;g ckr nksgjkbZ tkrh gS fd ikorh rRdky :i ls Hksth tkuh pkfg;s ;k mls vf/dre rhu fnuksa
esa Hkst nsuk pkfg;s vkSj gj ,d f'kdk;r dk fuokj.k f'kdk;r izkfIr dh frfFk ls] nks ekg dh vf/dre vof/] esa
dj nsuk pkfg;sA ;fn f'kdk;rh vkosnu dks ekuuk lEHko u gks rks iz'u&mÙkj :i esa dkj.k crkrs gq,] le; lhek
ds vUnj mÙkj Hkst nsuk pkfg;sA ;fn fu.kZ; esa nks ekg ls vf/d le; yxus dh lEHkkouk gks rks vUrfje mÙkj vo';
gh nsuk pkfg;sA rRdky fuokj.k ds lkFk&lkFk f'kdk;rh {ks=kksa dks vafdr dj dk;Z fof/ esa la'kks/u djuk pkfg;s rkfd
f'kdk;rksa ds dkj.kksa dks lekIr fd;k tk ldsA
3- vki ls vuqjks/ gS fd izpkfyr fLFkfr esa lq/kkj ykus ds fy, okafNr dk;Zokgh djsa rkfd ukxfjdksa dh f'kdk;rksa
dk rRdky o le;c¼ fuokj.k lqfuf'pr fd;k tk ldsA

lknj]

Hkonh;]

(izR;q'k flUgk)
Hkkjr ljdkj ds lHkh ea=kky;ks@a foHkkxksa ds lfpoksa dksA

58
D.O. NO. G-13013/1/2006-PG
Hkkjr ljdkj
dkfed
Z ] ykd s f'kdk;r rFkk i'asku e=akky;
UkkFkZ Cykd
W ] ubZ fnYyh& 110001
GOVERNMENT OF INDIA
lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
SECRETARY AND PENSIONS
Tel.: 23094848 NORTH BLOCK, NEW DELHI-110001

5th May, 2006

Dear,

Several guidelines have been issued by the Department of Administrative Reforms and Public
Grievances from time to time in order to ensure that an effective institutional mechanism is established in
each Ministry and Department of Government of India for the expeditious redress of public grievances.
Despite all these guidelines, complaints continue regarding the delay and lack of response. The Departmental
Parliamentary Standing Committee has taken a serious view of the present state of affairs that is prevailing
in the matter of settlement of public grievances. It has been pointed out that the response of the public
servants towards citizens’ grievances is lukewarm and often borders on complete indifference.
2. The grievance redress system would be failing in its primary purpose if the minimum courtesy of
acknowledging receipt of a complaint is not sent in time. It is, therefore, reiterated that an acknowledgement
should go immediately and at the most within three days of the receipt of the grievance and a grievance
should be redressed within a period of a maximum two months of its receipt. In case it is not found
feasible to accede to his/her request, a reasoned reply may be issued to the aggrieved citizen within this
stipulated time limit. Further, if the finalization of a decision on a particular grievance is expected to take
longer than two months, an interim reply should invariably be sent. Efforts may be made for prompt
redressal and for identification of grievance prone areas of government departments to eliminate the
causes of grievances.
3. I would request you to take suitable measures in bringing about a change in the prevailing situation in
order to ensure that the grievances of the citizens are settled expeditiously.

With regards,

Yours sincerely,

(Pratyush Sinha)
All Secretaries of Ministries/Departments of Govt. of India

58
laú- ds&15011@1@2006&ihú thú
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx

ljnkj iVsy Hkou] laln ekxZ


ubZ fnYyh] fnukad% 22 ebZ] 2006

dk;kZy; Kkiu

fo"k;% yksd f'kdk;r fuokj.k iz.kkyh dks lfØ; cukuk

funs'kkuqlkj v/ksgLrk{kjh dks iz'kklfud lq/kj vkSj yksd f'kdk;r }kjk izdkf'kr] yksd f'kdk;rksa ds izHkkoh o
rRdkfyd fuokj.k ij fn'kkfunsZ'kksa ds ladyu dk lanHkZ nsrs gq, bl ckr ij ”kksj nsuk gS fd ljdkj dh lHkh
ea=kky;ksa@foHkkxksa@laLFkkvksa esa ,d iw.kZ :i ls izfØ;k yksd f'kdk;r fuokj.k iz.kkyh LFkkfir gksuh pkfg;s rkfd yksd
f'kdk;rksa dk fuokj.k rRdky gks ldsA bl ckr ij Hkh ”kksj fn;k tk pqdk gS fd miyC/ f'kdk;r fuokj.k iz.kkyh
dk mfpr izpkj fd;k tkuk pkfg;s rkfd ukxfjdksa dks blds ckjs esa irk pys vkSj os okafNr foHkkx ls viuh f'kdk;rksa
ds fuokj.k ds laidZ dj ldsaA fiQj Hkh foyEc o f'kdk;rksa ij dksbZ Hkh dk;Zokgh u fd;s tkus dh f'kdk;rsa vHkh
Hkh izkIr gks jgh gSA
2- blfy;s vc ;g ckr nksgjkbZ tk jgh gS fd vkarfjd f'kdk;r fuokj.k iz.kkyh lfØ; gksuh pkfg;s vkSj mls ukxfjdks
dks f'kdk;rksa dks fuokj.k fuEufyf[kr vk/kj ij rRdky :i ls djuk pkfg;sA
(i) izR;sd f'kdk;rh i=k dh ikorh rRdky nsuh pkfg;s] vkSj vf/dre rhu fnuksa esa ikorh vo'; Hkst nh
tkuh pkfg;sA izkfIr ds nks ekg ds vUnj ,d f'kdk;r dk fuokj.k vo'; gks tkuk pkfg;sA ;fn fu.kZ; esa
blls vf/d le; yxus dh lEHkkouk gks] rks varfje mÙkj vo'; nsuk pkfg;sA
(ii) ;fn f'kdk;rh vkosnu dk vuqjks/ ekuk u tk jgk gks ;k mls ekuuk lEHko u gks] rks fu/kZfjr le; lhek
esa dkj.k crkrs gq, O;fFkr ukxfjd dks mÙkj Hkstuk pkfg;sA
(iii) ea=kky; es izkIr lHkh f'kdk;rksa dk fo'ys"k.k mPpLrj ij le;&le; ij gksuk pkfg;s rkfd vf/d
f'kdk;rksa ds dk;Z {ks=kksa dks vafdr fd;k tk lds vkSj ea=kky; }kjk dk;Zfof/ ;k uhfr esa mfpr la'kks/u
dj f'kdk;rksa ds dkj.kksa dks lekIr fd;k tk ldsA
(iv) ea=kky; esa izpkfyr f'kdk;r fuokj.k iz.kkyh dk mfpr izpkj gksuk pkfg;s vkSj funs'kd (f'kdk;r) dk
uke] inuke o irk mfpr :i ls iznf'kZr gksuk pkfg;sA
(v) ea=kky;ksa@foHkkxksa ds funs'kd (f'kdk;r) rhu ekg ls vf/d yfEcr ekeyksa ds eqf[k;k ls vuqeksnu djok
dj f'kdk;r ij fu.kZ; ys ldrs gSaA
(vi) izR;sd cq/okj dks ^fcuk cSBd dk fnu* ekuk tkuk pkfg;s rFkk funs'kd (f'kdk;r) dks ukxfjdksa ls feyus
vkSj mudh f'kdk;rsa lquus ds fy, miyC/ jguk pkfg;sA iz.kkyh esa jg xbZ dfe;ksa dks lq/kjus ds fy,
izfriqf"V ;k iQhMcSd lqfo/k miyC/ gksuh pkfg;sA
(vii) vuqfØ;k'khy iz'kklu dks c<+kok nsus ds fy, ea=kky;@foHkkx lsok dks mi;ksx djus okyksa rFkk ukxfjd xzqiksa
ls fu;fer :i ls okrkZyki djus dh lqfo/k }kjk] lsok fof/ dks lqn`<+ cuk;k tk ldrk gSA

59
No. K-15011/1/2006-PG
Government of India
Ministry of Personnel, Public Grievances and Pensions
Department of Administrative Reforms and Public Grievances

Sardar Patel Bhawan, Sansad Marg


New Delhi, Dated : May 22, 2006

OFFICE MEMORANDUM

Subject: Activating machinery for Redress of Public Grievances.

The undersigned is directed to refer to the consolidated guidelines issued by the Department of
Administrative Reforms and Public Grievances for prompt and effective redress of public grievances. It
has been emphasized that a fully functional redress mechanism needs to be in place in all Ministries of
Government of India and in the Department/Organizations under the Ministries for expeditious redressal
of public grievances. It has further been emphasized that the system of grievance redress mechanism
should be well publicized to ensure that the citizens are aware of the system and can interact with the
Department to settle their grievances. However, complaints still continue regarding the delays and lack of
response.
2. It is now reiterated that the following step may please be taken to ensure that the internal grievance
redress machinery is in order for prompt redressal of grievances of citizens:-
(i) A grievance should be acknowledged immediately and at the most within three days of the
receipt of the grievance. A grievance should be redressed within a period of a maximum of two
months of its receipt. If finalization of a decision on a particular grievance is anticipated to take
longer than two months, an interim reply should invariably be sent.
(ii) In case it is not feasible to accede to the request made in the petition, a reasoned reply may be
issued to the aggrieved citizen within this stipulated time limit.
(iii) Grievances received in the Ministries may be analyzed periodically at a senior level to identify
grievance prone areas of the Ministries/Departments to adopt systemic changes to eliminate the
causes of grievances.
(iv) Wide publicity of the grievance mechanism available in the Ministry and the names, designation
and address of Director of Public Grievances may be given.
(v) The Director of Public Grievances of the Ministries/Departments of Government of India may
call for the documents of the case and take a decision with the approval of the Secretary of the
Ministry/Head of the Department/Organization if a grievance is not redressed within a period of
three months.
(vi) Every Wednesday may be kept as meeting-less day for the Directors of Public Grievances for
hearing the grievances of the citizens. The feedback mechanism may be ensured for an inbuilt
mechanisms to correct deficiencies.
(vii) In order to promote responsive administration, the system of regular dialogue with user and
citizen groups on grievance redress mechanism and service delivery may be strengthened.

59
(viii) ea=kky;ksa@foHkkxksa esa] iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx dk lkÝVos;j (ihú thú vkjú ,ú ,eú
,lú tks fd jk"Vªh; lwpuk foKku dsUnz (,uú vkbZú lhú) ds lg;ksx ls cuk;k x;k gS] lfØ; fd;k tk
ldrk gSA
(ix) bl lkÝVos;j ds iz;ksx ij] iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx vkSj ,uú vkbZú lhú }kjk] vU;
ea=kky;ksa ds vf/dkfj;ksa dks izf'k{k.k Hkh fn;k tk jgk gS rkfd ukxfjdksa dh f'kdk;rksa dk fuokj.k izHkkoh
:i ls gks ldsA
lHkh ea=kky;ksa@foHkkxksa ls vuqjks/ gS fd f'kdk;r fuokj.k iz.kkyh dks izHkkoh cuk,a rkfd yksd f'kdk;rksa dk
fuokj.k gks ldsA bl laca/ esa dh xbZ dk;Zokgh dh lwpuk bl foHkkx dks Hkstus dh Ñik djsaA

(';kekfyek cSuthZ)
funs'kd (yksú f'kú)
nwjHkk"k% 23745472
Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa esa funs'kd (f'kdk;r) dksA

60
(viii) The software (PGRAMS) developed by the Department of Administrative Reforms and Public
Grievances in consultation with National Informatics Centre (NIC) for efficient management of
public grievances may be installed in all Ministries/Departments of Government of India.
(ix) The Department of Administrative Reforms and Public Grievances with assistance from NIC
has been providing necessary training to officers of different Ministries for better handling of
grievances through PGRAMS for effective redressal of grievances of citizens.
All Ministries/Departments are requested to strengthen the Grievance Redress Mechanism to ensure
effective redressal of public grievances. Action taken on the issues may be communicated to this
Department.

(Shyamalima Banerjee)
Director (PG)
Tele: 23745472

Directors of Grievances of all Ministries/Departments


of Government of India

60
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
jtuh jk”knku GOVERNMENT OF INDIA
lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kú ds&13011@1@2007&yksúf'kú fnukad 31 ebZ] 2007

fiz;

iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx (Mh,vkjihth) us jk"Vªh; izkS|ksfxdh dsUnz (,uvkbZlh) ds lg;ksx
ls yksd f'kdk;r fuokj.k vkSj ekWfuVfjax iz.kkyh esa lq/kj dj mldk u;k :ikUrj l`ftr fd;k gS ftldk uke
¶dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj ekWfuVfjax iz.kkyh¸ (lhihthvkj,,e,l) gSA ubZ iz.kkyh dk 'kqHkkjaHk fd;k tk
jgk gS rkfd ukxfjdksa dh f'kdk;rksa dk fuokj.k rRdky vkSj izHkkoh :i ls gks ldsaA ;g iz.kkyh ,d LFkku ij lHkh
dsUnzh; ea=kky;ksa@foHkkxksa@laaLFkkvksa ds fo:¼ f'kdk;rksa dk C;kSjk vkWuykbu j[krh gS rFkk muds fuokj.k ds fy, gksa pqdha
;k gks jgh dk;Zokgh Hkh n'kkZrh gSA ;g iksVZy f'kdk;rksa dks vkWuykbu ntZ Hkh djus dh lqfo/k iznku djrh gSA ftlls
ukxfjd fdlh Hkh LFkku ls baVjusV }kjk viuh f'kdk;r ntZ dj ldrs gSaA iz.kkyh dh eq[; lqfo/k,a layXud esa nh
xbZ gSaA

2- D;ksafd lhihthvkj,,e,l ,d osc vk/kfjr iz.kkyh gS rks ea=kky;ksa@foHkkxksa@laLFkkvksa dks vyx ls dksbZ gkMZos;j ;k
lkWÝVos;j [kjhnuk ugha iM+sxkA blds vykok iz.kkyh }kjk f'kdk;r fuokj.k izfØ;k ds varxZr v/huLFk dk;kZy;ksa dk
vuqoh{k.k (ekWuhVfjax) izHkkoh :i ls fd;k tk ldrk gSA blls iwjs ea=kky; dh fLFkfr Li"V gks tkrh gSA iz.kkyh esa
foHkkxksa }kjk f'kdk;rksa dk fuokj.k vkWuykbu Hkh fd;k tk ldrk gSA blls i=kkpkj esa yxus okys le; dh cpr gksrh
gS vkSj fuokj.k de le; esa fd;k tk ldrk gSA

3- bl iz.kkyh dks dk;kZfUor djus ds fy, vki ls vuqjks/ gS fd vius v/huLFk dk;kZy;ksa dk iwjk fooj.k] rFkk
muesa ukfer yksd f'kdk;r funs'kdksa dk iwjk irk] nwjHkk"k la[;k o bZ&esy irk bl foHkkx dks HkstsaA ;g fooj.k
http://@darpg-grievance.nic.in osclkbV ij ^CPGRAMS* ds fodYi ij fDyd dj vkSj

Username: DOTEL Password : DOTEL 44 ds iz;ksx ls Hkstk tk ldrk gSA

4- ^lhihthvkj,,e,l* ds vUrxZr ¶iz'kklfud eSU;w¸ ij igq¡p dj ¶ihth MsLd vf/dkjh¸ ds ist ij mi;qZDr
tkudkjh nh tk ldrh gAS e=akky;k@asfoHkkxkas ds ykd
s f'kdk;r vf/dkfj;kas ds fooj.k ds fy, ekxnZ'kuZ lhihthvkj,,e,l
ds ^gkseist* ij ¶mi;ksxdrkZ eSuqvy¸ esa miyC/ gSAa fdlh izdkj dh rduhdh lgk;rk ds fy, vkids ea=kky;@foHkkx

61
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
RAJNI RAZDAN GOVERNMENT OF INDIA
lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
SECRETARY AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. K-13011/1/2007-PG Dated : 31 May, 2007

Dear

The Department of Administrative Reforms & Public Grievances (DARPG) with technical support
from National Informatics Center (NIC) has developed a revised version of the Public Grievance Redress
and Monitoring System (PGRAMS), and the Centralized Public Grievances Redress and Monitoring
System (CPGRAMS) is being launched for prompt and effective redress of grievances of citizens. The
system is a single window grievance portal for the Ministies/Departments/Organisations to record and
receive the grievances online and redresses them indicating actions at different levels. The portal also
facilitates to receive the grievances lodged online through Internet by the citizens from any geographical
location. The important features and facilities of CPGRAMS have been given in the note annexed.

2. Since CPGRAMS is a web-enabled system, the Ministries/Departments/Organizations are not required


to acquire dedicated hardware and software for its implementation. Moreover, the system will effectively
help monitor the grievances across the subordinate and attached organization(s) and will provide the
overall scenario of grievances in the Ministries/Departments. The system enables departments to settle
grievances on-line and the system is expected to eliminate/reduce correspondence and curtail time for
settling grievance.

3. In order to make the system functional, you are requested to provide us the details of your subordinate
and attached organizations and their respective Directors of Public Grievance, specifying their name,
designation, contact address telephone number and email address. The required information may be
provided online by accessing the website http://darpg-grievance.nic.in and clicking the option 'CPGRAMS'
and providing the following user credentials.

Username : DOTEL Password : DOTEL 44

4. The above-mentioned information may be entered by selecting 'Administration Menu' in the PG Officer
Desk of CPGRAMS. However, the guidelines for providing the details of PG Officers of your Ministry/
Department and subordinate organization(s) have been provided on the home page of the CPGRAMS

61
esa rSukr ,uvkbZlh ds vf/dkjh ls lEidZ fd;k tk ldrk gSA bl le; iz.kkyh dks infpg~u (Vªk;y) Lrj ij vkjaHk
fd;k x;k gSA vki ls okafNr fooj.k iwjk dk;kZUo;u fd;k tk ldrk gSA

5- mlds mijkra bl foHkkx eas lhihthvkj,,e,l ij ,d od'ZkkiW vk;kfstr dh tk,xh lHkh ykd
s f'kdk;r vf/dkfj;kas
dks lwpuk nsus o izf'kf{kr djus dh O;oLFkk dh tk,xhA

ea=kky;ksa }kjk iSjk 3 o 4 vuqlkj 'kh?kz dk;Zokgh ljkguh; gksxhA

lknj]
Hkonh;]

gLrkú
(jtuh jk”knku)

lHkh ea=kky;ksa@foHkkxksa ds lfpoksa dks


(layXu lwph ds vuqlkj)

62
under the link 'User Manual'. The NIC officials posted in your Ministry/Department may be contacted
for any technical support in this regard. The system has been put on trial run and will be made fully
functional after receiving the desired inputs from your Ministry/Department/Organisation.

5. Subsequently, a workshop on CPGRAMS for the Nodal Public Grievances Officers and Ministries/
Departments will be conducted by DARPG followed by the training can awarenenss programme(s) for
the officials handling public grievance related matters and the NIC officials and your Ministry/Department.

An early action by the Ministry on Para 3 and 4 above would be highly appreciated.

With regards,
Yours Sincerely,
Sd/-
(Rajni Razdan)
To

Secretaries of all Ministries/Departments


(As per list enclosed)

62
laú- ds&11017@1@2007&ihúthú
Hkkjr ljdkj
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx

ljnkj iVsy Hkou] laln ekxZ


ubZ fnYyh] 12 ekpZ] 2008

dk;kZy; Kkiu

fo"k;% lhihthvkj,,e,l dk dk;ZUo;u vkSj LVkiQ f'kdk;rksa ,oa yksd f'kdk;rksa dk iqu%voyksduA

funs'kkuqlkj v|ksgLrk{kjh }kjk iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx ds fnukda 31 ebZ 2007 ds
v¼Z'kkldh; i=k laú ds 13011@1@2007&yksúf'kú dk lanHkZ nsrs gq,] ftlesa osc&vk/kfjr iz.kkyh lhihthvkj,e,l
ds vkjaHk fd, tkus ds ckjs esa lwpuk nh xbZ Fkh] ;g dguk gS fd iz.kkyh ds ekè;e ls izHkkoh :i ls yksd f'kdk;r
fuokj.k fd;k tk ldrk gSA yksd f'kdk;rksa ij dk;Z dj jgs lHkh vf/dkfj;ksa o deZpkfj;ksa dks iz.kkyh ij izf'k{k.k
Hkh fn;k tk pqdk gSA iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us lHkh ea=kky;ksa@foHkkxksa ls ;g Hkh vuqjks/ fd;k
gS fd vius vf/uLFk dk;kZy;ksa }kjk iz.kkyh dk lqpk: mi;ksx lqfuf'pr djsaA
2- fnukad 1&6&2007 ls vkids ea=kky;ksa@foHkkxksa esa yfEcr f'kdk;rksa dh lwph layXu gSA
3- mi;qZDr f'kdk;rksa dh lwph dh vksj vkidk è;kukd"kZ.k blfy, fd;k tk jgk gS] rkfd yfEcr f'kdk;rksa dk fuokj.k
lhihthvkj,e,l lkWÝVos;j ds ekè;e ls vki ds ea=kky;@foHkkx }kjk fd;k tk ldsA

layXu % ;FkksDr

gLrkú
(euh"k eksgu)
mi lfpo] Hkkjr ljdkj
nwjHkk"k % 23745472
Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa ds lfpoksa dks
(layXu lwph ds vuqlkj)

63
No. K-11017/1/2007-PG

Government of India
Department of Administrative Reforms and Public Grievances

Sardar Patel Bhawan, Sansad Marg


New Delhi, the 12th March, 2008

OFFICE MEMORANDUM
Subject : Review of pending staff and public grievances and implementation of
CPGRAMS -reg.

I am directed to refer to D.O.letter No. K-13011/1/2007-PG dated 31.5.2007 whereby the Department
of Administrative Reforms has introduced Centralized Public Grievance Redress Monitoring System
(CPGRAMS) a web-enabled system for monitoring and effective redress of grievances. The user name
and password has been allotted and functional training has also been provided to the officials handling
public grievances. The DARPG has also advised the Ministries/Departments to add the user IDs of their
subordinate offices and ensure regular usage of the system.

2. A list of grievances pending with your Ministry/Department since 1.6.2007 is enclosed.

3. The above list(s) of grievances are brought to your attention in order to facilitate the review of pending
grievances and effective implementation of the CPGRAM software in your Ministry/Department.

Encl: As above

Sd/-
(Manish Mohan)
Deputy Secretary to the Govt. of India
Tel: 23745472

All Secretarties of the Ministries/Departments


(As per list attached)

63
laú- ds&11017@1@2008&ihúthú
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh] fnukad% 1 flrEcj] 2008
lsok esa]

eq[; lfpo] gfj;k.kk ljdkj @ eq[; lfpo] jktLFkku ljdkj


iz'kklfud lq/kj foHkkx @ jktLFkku ljdkj
gfj;k.kk flfoy lfpoky; @ jktLFkku ljdkj lfpoky;
p.M+hx<&160017 @ t;iqj

fo"k;% lhihthvkj,,e,l ds mi;ksx ls f'kdk;r fuokj.k iz.kkyh dks lqn`<+ cukus ds ckjs esa&
egkns;]
funs'kkuqlkj] mi;qDr fo"k; ij gfj;k.kk ljdkj esa f'kdk;r fuokj.k iz.kkyh ds lekfo"V djus ds ckjsa esa gky
esa gqbZ ckrphr dk lanHkZ ns[ksaA
2- iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us ,d oSc vk/kfjr ¶dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj ekWfuVfjax
iz.kkyh¸ (lhihthvkj,,e,l) dks Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa laLFkkvksa esa dk;kZfUor fd;k gS rkfd yksd
f'kdk;rksa ij dk;Zokgh vkSj ekWfuVfjax 'kh?kz vkSj izHkkoh :i ls gks ldsA bl iz.kkyh dh eq[; ckrsa fuEufyf[kr gSaA
(i) mPp Lrj ds vf/dkfj;ksa }kjk izHkkoh fu;a=k.k vkSj ekWfuVfjaxA
(ii) 'kh?kz fuokj.k ds fy, LFkkuh; Lrj ij dk;kZy; esa f'kdk;r dk igq¡pukA
(iii) user ID : GOVHY/GOVRJ and Password : govhy85/govrj100 ds mi;ksx ls dsUnzh;Ñr yksd
f'kdk;r fuokj.k iz.kkyh dks [kksydj iz.kkyh dks le>k tk ldrk gSA url: http://www.pgportal.gov.in
ij bl iz.kkyh rd igq¡pk tk ldrk gSA
3- izLrko gS fd bl izdkj dh iz.kkyh jkT; ljdkjksa ,oa dsUnz'kkflr izns'kksa esa Hkh LFkkfir dh tk,A Hkkjr ljdkj ds
fy, ;g iz.kkyh ,uvkbZlh }kjk l`ftr dh xbZ gSA bl izkstsDV esa bl foHkkx dh ,uvkbZlh ;wfuV jkT; ljdkjksa ds fy,
lkWÝVos;j dks fo'ks"k :i nsxh rkfd LFkkuh; ;k {ks=kh; Hkk"kk dh lqfo/k iz.kkyh esa miyC/ gks ldsA ;g fu.kZ; fy;k
x;k gS fd bl izkstsDV dk ikbyV gfj;k.kk ljdkj vkSj jktLFkku ljdkj esa fd;k tk, vkSj nksuksa jkT; ljdkjksa dks bl
{ks=k esa lgk;rk dh tk,A
4- bl izLrko ij 3 gfj;k.kk ljdkj vkSj jktLFkku ljdkj ds vf/dkfj;ksa ls ckrphr ds fy, 'kqØokj 5 flrEcj]
2008 dks] 3 cts] iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx esa ,d cSBd vk;ksftr dh tk jgh gSA vki ls
vuqjks/ gS fd vius fdlh vf/dkjh dks bl cSBd esa vkus ds fy, ukfer djsa rkfd ,uvkbZlh ds vf/dkfj;ksa o yksd
f'kdk;r dk;Z ns[k jgs vf/dkfj;ksa ls ckrphr gks ldsA
Hkonh;]
gLrkú
(euh"k eksgu)
milfpo(yksúf'kú)
nwjHkk"k 23745472
beZy
s % mm.govil@nic.in

64
No. K-11017/1/2008-PG
Government of India
Ministry of Personnel, Public Grievances and Pensions
Department of Administrative Reforms and Public Grievances
Sardar Patel Bhawan, Sansad Marg
New Delhi, Dated : 1st September, 2008

To,

Chief Secretary to the Govt. of Haryana / Chief Secretary of Rajasthan


Department of Administrative Reforms / Govt. of Rajasthan
Haryana Civil Sectt., Chandigarh - 160017 / Secretariat, Jaipur

Subject : Strengthening of Grievance Redress Mechanism and usages of


CPGRAMS - regarding.

Sir,
I am directed to refer to the subject cited above and discussions held in the recent past for introducing
grievances redress and monitoring system for the Govt. of Haryana.
2. The Department of Administrative Reforms and Public Grievances has installed a web based Centralized
Public Grievance Redress and Monitoring System (CPGRAMS) in all the Ministries/Departments/
Organizations in the Govt. of India for speedy and effective handling and monitoring of public grievances.
The main provision of the system is that :
(i) Effective control and monitoring at senior officer level.
(ii) Easy retrieval of grievances by subordinate/field offices right up to local level and its speedy
redressal.
(iii) A user ID and password under the centralized PGRAMS systems : user ID: GOVHY/GOVRJ
and Password : govhy85/govrj100 has been created in order to familiarize you with the system
and appreciate its usability. This system can be accessed at the following url:
http://www.pgportal.gov.in.
3. It has been proposed to introduce similar system for all the State Govts/UTs. We have given the
project to NIC unit of DARPG who have created the software for the Government of India. Under the
project, NIC unit of DARPG will customize the same software for State Governments with local language
interface. It has been decided to pilot the project to the Govt. of Haryana and Rajasthan and providing
holding support for State Govt. in this area.
4. In order to discuss the above proposal with the officers of the Govt. of Rajasthan and Haryana, a
meeting is scheduled to be held on Friday the 5th September, 2008 at 3.00 PM in the Conference
Hall of Department of Administrative Reforms and Public Grievances. You are requested to
kindly depute the officer concerned to attend the meeting along with the officers of NIC handling public
grievances.
Yours Faithfully,
Sd/-
(Manish Mohan)
Deputy Secretary (PG)
Tel : 23745472
e-mail: mm.govil@nic.in

64
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
jtuh jk”knku MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kú i=k laú ds&11017@1@2007&yksúf'kú fnukad% 16 fnlEcj] 2008

Ñi;k esjs fnukad 31&5&2007 ds v/Z'kkLdh; i=k dk lanHkZ ysa ftlesa dsUnzh;Ñr v¼Z'kkldh; i=k dk lanHkZ
ysa ftlesa dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj ekWfuVfjax iz.kkyh (lhihthvkj,,e,l) ds dk;kZUo;u] ekWfuVfjax vkSj
ukxfjdksa dks f'kdk;rksa ds fuokj.k ds ckjs esa dgk x;k FkkA blds ckn fnukad 12@3@2008 ds dk;kZy; Kkiu }kjk yfEcr
f'kdk;rksa ds iqu% voyksdu vkSj lhihthvkj,,e,l ds izHkkoh mi;ksx ds ckjs esa Hkh dgk x;k FkkA le;&le; ij
bl foHkkx }kjk yksd f'kdk;r funs'kdksa dh cSBdsa Hkh vk;ksftr dh xbZ ftuesa yfEcr f'kdk;rksa dk iqu% voyksdu
fd;k x;k vkSj lhihthvkj,e,l ij izf'k{k.k Hkh fn;k x;kA

2- funs'kd (yksd f'kdk;r) ds gkFkksa esa lhihthvkj,,e,l iz.kkyh izHkkoh ;U=k gS ftlls os yfEcr f'kdk;rksa dks
ekWuhVj dj ldrs gSaA lkWÝVos;j }kjk vklkuh ls f'kdk;rksa dks ns[kk tk ldrk gS] fjiksVs± Hkh cukbZ tk ldrh gSa vkSj
vkosnd dks mRrj Hkh Hkstk tk ldrk gSA vf/drj laLFkk,a ftudk ukxfjdksa ls lh/k lEidZ gS] mUgsa bl iz.kkyh ds
ekè;e ls f'kdk;rksa ds fuokj.k esa rsth o le;c¼rk ykus dh lqfo/k izkIr gqbZ gSA osclkbV http://pgportal.gov.in
ij yfEcr f'kdk;rksa dh fLFkfr ns[kh tk ldrh gSA fiQj Hkh ;g ns[kk x;k gS fd dbZ yfEcr ekeys ,d o"kZ ls
vf/d iqjkus gSaA vki ds ea=kky;@foHkkx dh yfEcr f'kdk;rksa dh lwph layXu gSA dbZ f'kdk;rsa tks lh/s gh vki ds
ea=kky;@foHkkx esa izkIr gqbZ gSa] mu ij Hkh dk;Zokgh yfEcr gSA

3- eSa vkHkkjh jgw¡xh ;fn vki yfEcr f'kdk;rksa dk 'kh?kz fuokj.k vius Lrj ij djsaA ;fn vki ikrs gSa fd iz.kkyh dk
mfpr mi;ksx ugha gks jgk gS vkSj vuko';d foyEc gS rks vki mfpr dne mBk ldrs gSaA ;fn vki viuh dk;Zokgh
ij eq>s lwfpr dj ldsa rks eSa vkHkkjh jgw¡xhA
lknj]
Hkonh;]
gLrkú
dsUnz ljdkj ds lHkh lfpoksa dks layXu lwph ds vuqlkj (jtuh jk”knku)

65
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
RAJNI RAZDAN MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
SECRETARY DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001
D.O. No. K-11017/1/2007-PG Dated : December 16, 2008

Kindly refer to my D.O. letter No. K-13011/1/2007-PG dated 31.5.2007 regarding implementation
of Centralized Public Grievance Redress and Monitoring System (CPGRAMS) for monitoring and redress
of grievances lodged by the citizens, followed by O.M. of even number dated 12/3/2008 for review of
pending grievances and effective implementation of CPGRAMS. Periodical review meetings with the
Directors of Public Grievances have been organized by this Department followed by operational training
on CPGRAMS to the officers/staff handling public grievances in your Department.

2. The CPGRAMS is an effective tool in the hands of the Directors of Public Grievances to effectively
monitor the pending grievances. The software also facilitates easy accessibility for redress and to upload
reports and communication to the petitioners/complainants. Most of the organizations having large public
interface have been successfully using this system and have achieved remarkable improvement in disposal
of grievances in a time bound manner. The status of the pending grievances can be accessed at the web-
site http://pgportal.gov.in. However, it may be seen that a number of grievances still remain pending,
some of them are more than a year old. A list of the pending grievances with your Ministry/Department
is enclosed. A number of grievances directly received by your Department through CPGRAMS are also
pending for action.

3. I shall be grateful if you could kindly facilitate periodical review of pending grievances at your level for
speedy redress and disposal. In case you find that the system is not being used regularly causing inordinate
delay in disposal of grievances you may take appropriate remedial measures. I would be grateful if you
could keep me inform of the action taken in the matter.

Regards,
Yours sincerely,
Sd/-
(Rajni Razdan)
All the Secretaries to the Govt. of India as per list enclosed

65
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
jtuh jk”knku GOVERNMENT OF INDIA
lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kú i=k laú th&11012@02@2009&ihúthú fnukad% 22 twu] 2009


f}rh; iz'kklfud lq/kj vk;ksx us viuh 12oha fjiksVZ ^^ukxfjd dsfUnzr iz'kklu&gkVZ vkiQ xouSZUl** ds iSjk la[;k
7-9-3-3- esa laLrqfr dh gS fd ^^(d) izR;sd laxBu esa ,d l'kDr vkSj izHkkoh vkarfjd f'kdk;r fuokj.k iz.kkyh dh
vko';drk gSA** vk;ksx dh ;g laLrqfr dks ea=kheaMy lfpo dh vè;{krk esa xfBr iz'kklfud lq/kj ij dksj xzqi us
Lohdkj dj fy;k gS vkSj bl vfuok;Z :i esa lHkh dsUnzh; ea=kky;@foHkkxksa esa dk;kZfUor djuk gSA bl lanHkZ esa 89 dsUnzh;
ea=kky;ksa@foHkkxksa@laxBuksa esa ^^dsUnzh;Ñr yksd f'kdk;r fuokj.k vkSj ekWfuVfjax iz.kkyh** (lhihthvkj,,e,l) LFkkfir
dh tk pqdh gS vkSj mlds mi;ksx ij yksxksa dks izf'k{k.k Hkh fn;k tk pqdk gSA vuqcU/ 1 esa iz.kkyh ij ,d ckS'kj lwpukFkZ
layXu gS rkfd vki ds ea=kky;@foHkkx esa vkxkeh dk;Zokgh dh tk ldsA

bl fo"k; ij nwljh laLrqfr iSjk 7-10-3 esa nh xbZ gSA ftls iz'kklfud lq/kj dksj xzqi us dk;kZUo;u ds fy, Lohdkj dj fy;k
gSA ;g bl iSjk dh laLrqfr gS fd ^^ljdkjh laxBuksa }kjk izkIr f'kdk;rksa dk fo'kys"k.k fd;k tkuk pkfg;s] vkSj ,sls {ks=kksa dks
vafdr djuk pkfg;s ftu esa lq/kj }kjk f'kdk;rksa ds dkj.kksa dks gh lekIr dj fn;k tk,A ,slh dk;Zokgh fu;fer varjky esa
yh tkuh pkfg;s**A vki ls vuqjks/ gS fd mi;qZDr nksuksa laLrqfr;ksa dks dk;kZfUor djus ds fy, okafNr funs'k tkjh djsa rkfd
f}rh; iz'kklfud lq/kj vk;ksx dh ;s laLrqfr;ka vkids ea=kky; ds lHkh vf/uLFk dk;kZy;ksa esa dk;kZfUor gks ldsaA

eSa vkHkkjh gksšxk ;fn bl ekeys esa dh xbZ dk;Zokgh dks gesa lwfpr fd;k tk,A

Hkonh;]

(jtuh jk”knku)
lsok esa]
lwph vuqlkj lHkh dsUnzh;@ea=kky;ksa@foHkkxksa ds lfpoksa dksA

66
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
RAJNI RAZDAN MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
SECRETARY DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. G-11012/02/2009 PG Dated : 22nd June, 2009

The Second Administrative Reforms Commission in its Twelth Report entitled –“Citizen Centric
Administration – Administration – The Heart of Governance” in paragraph 7.9.3.3 has given four
recommendations out of which the first recommendation at (a) has been accepted for implementation in all
Central Ministries / Departments by the Core Group on Administrative Reforms headed by Cabinet
Secretary. This recommendation is as follows: “(a) There is need for a strong and effective internal
grievances redressal mechanism in each organization”. In this connection the Centralized Public
Grievances Redress and Monitoring System (CPGRAMS) has already been installed in 89 Central
Ministries / Departments / Organizations since June 2007 and personnel from all Ministries where the
system has been installed have already been trained in its usage. A Brochure on CPGRAMS is enclosed at
Annex I for information and further action with respect to your Ministry/ Department.

A Second recommendation on the subject accepted for implementation by the CGAR is given in paragraph
7.10.3 that states “(a) Government organizations should analyze the complaints received and identify the
areas wherein interventions would be required so as to eliminate the underlying causes that lead to public
grievances. This exercise should be carried out at regular intervals.” You are requested to issue necessary
directions for implementation of these two recommendations of the Second Administrative Reforms
Commission in your Ministry / Department/ Organizations under your charge.

I would be grateful if you could inform us of the action taken in the matter.

Yours sincerely,

(Rajni Razdan)
To,
All Secretaries of Central Ministries / Departments as per list

66
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
jtuh jk”knku GOVERNMENT OF INDIA
lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kú i=k laú th&11012@02@2009&ihúthú fnukad% 22 twu] 2009

f}rh; iz'kklfud lq/kj vk;ksx us viuh 12oha fjiksVZ ^^ukxfjd dsfUnzr iz'kklu&gkVZ vkiQ xouSZUl** ds vè;k;
7 esa laLrqfr dh gS fd Hkkjr ljdkj] jkT; ljdkjksa vkSj muds vf/UlFk fofHkUu laLFkkvksa esa f'kdk;r fuokj.k iz.kkyh dks
vkuqfud cuk;k tk,A vkt f'kdk;r fuokj.k iz.kkyh fdlh Hkh 'kklu O;oLFkk dk vfHkUu vax gS D;ksafd tsth ls iSQyrh
tkudkjh dh miyC/rk vkSj tkx:drk] vkSj ukxfjdksa dh c<+rh vkdka{kkvksa dh ek¡x gS fd rRdky vkSj izHkkoh :i ls
f'kdk;rksa dk fuokj.k gksA blds fy, iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us ,d ^^oSc vk/kfjr** ^^dsUnzh;Ñr
yksd f'kdk;r fuokj.k vkSj ekWfuVfjax iz.kkyh** dks 89 dsUnzh; ea=kky;ksa vkSj foHkkxksa esa LFkkfir@dk;kZfUor fd;k gSA bl
iz.kkyh ij czkS'kj layXu gSA

f}rh; iz'kklfud lq/kj vk;ksx dh mi;qZDr fjiksVZ ds iSjk 7-5-2- esa ;g fopkj O;Dr fd;k x;k gS fd jkT;ksa esa rFkk ftyk
Lrj rd foØsUnzh;Ñr iz.kkyh LFkkfir gksuh pkfg;s ftlls ukxfjdksa dks ykHk igq¡ps vkSj vf/uLFkdk;kZY;ksa esa izHkkoh :i ls
dk;Z gks ldsA dbZ jkT;ksa esa blh izdkj ds fopkj dk;kZfUor Hkh fd, x, gSa tSls fd mÙkj izns'k esa ^yksd ok.kh*A iSjk 7-7- esa
vk;ksx us dgk gS fd ^^ dqN eq[; ea=kh fu;fer :i ls tu lquokbZ djrs gSa vkSj ,ySDVªkfud ehfM;k ds mi;ksx ls Hkh yksd
f'kdk;rksa dk fuokj.k djrs gSA dqN jkT;ksa esa] ea=kh vkSj ofj"B vf/dkjh ftyk dk nkSjk djrs gSa vkSj muds nkSjku ukxfjdksa
dh f'kdk;rksa dk fuokj.k djrs gSaA ftyk Lrj ij ^^ftyk eSftLVªsV** dks gh ftyk yksd f'kdk;r vf/dkjh ukfer fd;k
tkrk gSA og gh yksd f'kdk;rksa dk fjokj.k djrs gSaA dqN jkT;ksa esa ftyk iapk;rksa us viuh gh f'kdk;r fuokj.k iz.kyh djh
gSA

iSjk 7-10-1- esa vk;ksx us dgk gS fd izfr o"kZ dsUnz o jkT; ljdkjksa ds izpqj la[;k esa yksd f'kdk;r vkosnu izkIr gksrs gSaA
vr% ,d izHkkoh f'kdk;r fuokj.k iz.kkyh LFkkfir djus ds lkFk&lkFk] ,slh iz.kkyh dk eq[; è;ku dsUnz ;g gksuk pkfg;s
fd dSls f'kdk;rksa ds dkj.kksa dks lq/kj dj vkSj izfØ;k dks ljy cuk dj f'kdk;rksa dks de fd;k tk,A

67
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
RAJNI RAZDAN MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
SECRETARY DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. G-11012/02/2009 PG Dated : 22 June, 2009


nd

The Second Administrative Reforms Commission in its Twelth Report entitled –“Citizen Centric
Administration – Administration – The Heart of Governance” in Chapter 7 have given recommendations
for upgrading of the Grievance Redressal Mechanism in Government of India, State Governments and
various organizations under them. The Grievance Redress Mechanism is an integral part of any
governance system today because with increased awareness and aspirations the citizens demand for
prompt and effective resolution of their grievances. For the purpose the Department of Administrative
Reforms and Public Grievances, Government of India has launched its web-based 'Centralized Public
Grievances Redress and Monitoring System (CPGRAMS) in 89 Central Ministies / Departments /
Organizations. A Brochure on CPGRAMS is enclosed at Annex I for information.

In paragraph 7.5.2. of the aforesaid Report the Second Administrative Reforms Commission has expressed
its view that a similar system should be installed at the State and district levels because a decentralized
system would benefit a larger number of citizens on the one hand and wold also help in improving the
effectiveness of field offices on the other. Similar concepts have been tried out in several States, such as the
lokvani in Uttar Pradesh. In paragraph 7.7 the Commission observes that 'Some Chief Ministers hold
regular public hearings and also use electronic media for hearing and responding to public grievances. In
some States, Ministers and senior officers visit districts and even villages accompanied by officers and
hear and resolve grievances of citizens. At the district level the District Magistrate is normally designated
as the District Public Grievance Officer. He / she monitors the disposal of various complaints received
from the public. In Some States, the Zila Panchayats have also constituted their own public grievance
mechanisms.

In pagargaph 7.10.1 the Commission observes that every year the government organizations at the Union
and the State levels receive a large number of petitions for redresall of grievances from the public. While
evolving a robust internal mechanism to deal with grievances, the main focus of such systems should be to
reduce the number of grievances through analysis of grievances prone areas and simplifying of processes.
In view of the concerns expressed by the Commission you may like to consider installing of the fully

67
vk;ksx }kjk mBk, x, eqn~nksa ij fopkj djus ds ckn 'kk;n vki lhihthvkj,,e iz.kkyh dks ,d foHkkx esa LFkkfir djokuk
pkgsxsaA bl iz.kkyh esa lHkh vf/uLFk dk;kZy;ksa dks lfEefyr djus dh Hkh lqfo/k miyC/ gSA blls ns'k ds fdlh dksus ls
bUVjuSV }kjk ^,SDlSl* fd;k tk ldrk gSA

iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx dks izlUurk gksxh ;fn vki ik;yV djokuk pkgsaA lhihthvkj,,e iz.kkyh vc
fgUnh esa Hkh miyC/ gS vkSj jkLFkku ljdkj vkSj gfj;k.k ljdkj esa bldk ik;yV dk;kZfUor gks jgk gS vki ds jkT; dh
{ks=kh; Hkk"kk esa Hkh bl iz.kkyh dks cuk;k tk ldrk gSA

eSa vkHkkjh gksÅ¡xha ;fn vki viuh jkT; ljdkj ds fopkj bl ekeysa esa eq>s crk,¡A
Hkonh;]

(jtuh jk”knku)
lsok esa]
lwph vuqlkj lHkh jkT;ksa ds eq[; lfpoksa dksA

68
developed CPGRAMS as a pilot in one department of your choice. The System has facilities for linking as
many field offices as needed and being web based it is accessible from any internet facility in any part of the
country.

The Department of Administrative Reforms and Public Grievances would be happy to facilitate in this
process. The CPGRAMS with a Hindi interface is already in the process of being installed as a pilot in the
Government of Rajasthan and the Government of Haryana. The vernacular interface for your State can
similarly be provided in the System.

I would be grateful if you could let us know about the views of the State Government in the Matter.

Yours sincerely,

(Rajni Razdan)
To,
Chief Secretaries of all States as per list

68
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
jes'k pUnz feJ MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú laú dsú&11017@1@2008&yks-f'k- fnukad% 6 ebZ] 2010


fiz;]

iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks dsUnzh;Ñr yksd f'kdk;r fuokj.k ,oa fuxjkuh iz.kkyh
(lhihthvkj,,e,l) ij dkiQh la[;k esa vkWuykbu f'kdk;r izkIr gksrh gSa ftudk lek/ku jkT; ljdkjksa@la?k 'kkfld {ks=kksa
}kjk fd;k tkuk gksrk gSA twu] 2007 esa ea=kky;ksa@foHkkxksa@ljdkj esa bl iz.kkyh dk fodkl vkSj izkjaHku ,sls laxBuksa vkSj
mudh {ks=kh; lajpukvksa dks f'kdk;rksa ds vkWuykbu gLrkarj.k ds fy, fd;k x;k FkkA

2- tc dsUnzh; ljdkj ds ea=kky;ksa@foHkkxksa ls lacaf/r f'kdk;rsa izkIr gksrh gSa rks mudks lh/s vkWuykbu gLrkarfjr
fd;k tkrk gS] tks f'kdk;rsa jkT; ljdkjksa ls lacaf/r gksrh gSa mudks Mkd }kjk nLrh jkT; ljdkjksa@la?k 'kkflr {ks=kksa esa
inukfer uksMy vf/dkfj;ksa dks vxzsf"kr fd;k tkrk gSA blds dkj.k i=kkpkj vkSj vafre fuokj.k esa nsjh gksrh gSA

3- jkT; ljdkjksa esa uksMy vf/dkfj;ksa }kjk vkWuykbu f'kdk;rksa dh izkfIr dks ljy cukus ds fy, jkT; yksd
f'kdk;r vf/dkjh ds fy, fuEufyf[kr ;w”kj vkbZ-Mh- vkSj ikloMZ cuk, x, gS (jkT; uksMy yksd f'kdk;r vf/dkjh dh
lwph layXu gSA ;fn vko';d gks rks bls v|ru fd;k tk ldrk gS)A

;w”kj vkbZ-Mh- ikloMZ

thvksohMh,u thvksohMh,u81

4- iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx }kjk izkIr jkT; ljdkj ls lacaf/r f'kdk;rksa dks vkWuykbu f'kdk;r
i¼fr www.pgportal.gov.in ij yk¡fxax djus ds ckn mi;qZDr ;w”kj use (iz;ksDrk uke) vkSj ikloMZ dk iz;ksx dj jkT;
uksMy yksd f'kdk;r vf/dkjh }kjk izR;{k :i ls ewY;kadu fd;k tk ldrk gSA iz;ksDrk uke (;w”kj use) vkSj ikloMZ dh
izfo"V djus ds fy, lacaf/r ea=kky;ksa@foHkkxksa@laxBuksa@jkT; ljdkjksa dks fDyd fd;k tkuk gSA bl i¼fr ds iz;ksx ds laca/
esa iwNrkN (iz'u) cpgrams.darpg@nic.in dks Hksts tk ldrs gSaA

69
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
jes'k pUnz feJ GOVERNMENT OF INDIA
Ramesh C. Misra MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
SECRETARY DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. K-11017/1/2008-PG Dated : May 6, 2010

Dear,

The Department of Administrative Reforms and Public Grievances (DAR&PG) receives a large
number of online grievances on the Centralized Public Grievances Redress and Monitoring System
(CPGRAMS) which require redressal by the State Government / Union Territories. This System was
developed and introduced in the Ministries / Departments / Government in June 2007 for online transfer of
grievances of such organizations and their field formations.

2. While the grievances received pertaining to Central Government Ministries / Departments are
directly transferred online, those pertaining to the State Governments are manually forwarded by post to
the designated nodal officers in State Governments / UTs. This is causing delay in communication and
ultimate redress.

3. In order to facilitate the receipt of grievances online by the nodal officers in the State
Governmnets, the following user id and password has been created for the State Public Grievance Officer,
(List of State Nodal PG Officer is enclosed which may be updated, if required).

User id Password

GOVDN GOVDN81

4. The grievances pertaining to the State Government received by DARPG can be directly accessed
by the State Nodal PG Officer by using the above user name and password after logging on to the online
grievance system www.pgportal.gov.in. The link Ministries / Departments / Organizations / State
Governments is to be clicked to enter the user name and password. Queries regarding use of the system can
be sent to cpgrams.darpg@nic.in.

69
5- iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx mi;qZDr lkWÝVos;j ds iz;ksx dks ljy vkSj lqxzkgh cukus ds fy, jkT;
ljdkj ds uksMy yksd f'kdk;r vf/dkfj;ksa dh ,d cSBd Hkh vk;ksftr dj jgk gSA

vkils vuqjks/ gS fd jkT; uksMy yksd f'kdk;r vf/dkjh dks ;w”kj vkbZ-Mh- vkSj ikloMZ ikfjr djus dh Ñik
djsa vkSj mUgsa fnukad 26 ebZ] 2010 dks lEesyu d{k] ikapoka ry] ljnkj iVsy Hkou] laln ekxZ] ubZ fnYyh&110001 esa
vk;ksftr gksus okyh cSBd esa Hkkx ysus ds fy, fu;qDr djsaA

lknj

vkidk

gú@&
(vkj-lh- feJ)
lsok esa]
lHkh eq[; lfpoksa dks @
iz'kkld (;w Vh)

70
5. The DARPG is also organizing a meeting of the State Government Nodal PG Officers in order to
facilitate and sensitize the usage of the above software.

You are requested to kindly pass on the user id and password to the State Nodal Public Grievance
Officer and also depute him to attend the meeting at the Conference Room, 5 Floor, Sardar Patel Bhavan,
th

Sansad Marg, New Delhi-110001 on 26 May 2010 at 15.00 hrs.


th

Kind regards

Yours sincerely,

Sd/-
(R.C. Misra)
To,
All Chief Secretaries /
Administrator (UT)

70
ç'ukoyh & I
ea=kky;ks@a foHkkxksa esa yksd f'kdk;r fuokj.k ra=k ds ewY;kadu ds fy, izi=k
1- (d) fo|eku yksd f'kdk;r fuokj.k ra=k (vf/dkjh@vuqHkkx dk C;kSjk)A
([k) ea=kky;@foHkkx ds v/hu laxBuksa ls lacaf/r yksxksa dh f'kdk;rksa dh izfØ;k
ds fy, i¼fr%
(x) ea=kky;@foHkkx ds v/hu laxBuksa dh lwph] ;fn vko';d gks rks vuqca/
lkFk yxk;sa %
2- D;k ea=kky;@foHkkx vkSj mlds vUrxZr laxBuksa ls lacaf/r f'kdk;rksa dh
izkfIr vkSj fuiVku ls lacaf/r vkadM+s ea=kky;@foHkkx dh okf"kZd fjiksVZ ds
Hkkx ds :i esa gksrs gSaA
3- (d) D;k f'kdk;rksa dks dsUæh;Ñr :i ls Mk;jh fd;k tkrk gS] ;fn ,slk gS rks
D;k&
(i) jftLVj esa gkFk ls vFkok
(ii) dEI;wVj }kjk
([k) yksd f'kdk;rksa ds fy, ukfer funs'kd }kjk f'kdk;rksa dks ekWuhVj djus dh
vof/A
(x) D;k lHkh f'kdk;rksa dh ikorh 15 fnu ds Hkhrj Hksth tkrh gS\
4- dEI;wVjhdj.k
(d) D;k iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx }kjk ifjpkfyr ,d leku
,u-vkbZ-lh- lkWÝVos;j dk;kZfUor fd;k x;k gS] ;fn ,slk gS rks]
(i) D;k fofHkUu izHkkxksa esa izkIr f'kdk;rksa dk lesdu fd;k tkrk gS rFkk
ekfld vk/kj ij iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks
Hkstus ds fy, bls MkVk csl ij n'kkZ;k tkrk gS\
(ii) D;k iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx dks Hkstus ds fy,
,slk izR;sd ekg dh 5 rkjh[k rd fd;k tkrk gSA
(iii) f'kdk;rksa ij dk;Zokgh ls lacaf/r fdu {ks=kksa dk dEI;wVjhdj.k fd;k
x;k gS] ;fn ugha rks&
([k) (i) ekWuhVj djus dh vU; nwljh iz.kkyh D;k gS\
(ii) f'kdk;rksa ij dk;Zokgh ls lacaf/r dEI;wVjhdj.k dk {ks=k ;fn ,slk
igys ugha fd;k x;k gSA
(x) ea=kky;@foHkkx ds v/hu laxBuksa esa f'kdk;rksa ij dk;ZokbZ djus ls
lacaf/r ra=k ds ladyu dh fLFkfr D;k gS\

71
QUESTIONNAIRE - I

Proforma for evaluation of Public Grievance Redress Machinery (PGRM) in the Ministry/
Department

1. (a) Existing Public Grievance Redress Machinery (PGRM) (details of


official/sections).
(b) Procedure for processing grievances from the public relating to
Organisations under Ministry/Department.
(c) List of Organisation* under the Ministry/Department (attach Annex if
necessary).
2. Whether statistics regarding receipt and disposal of grievance of the
Ministry/Department and Organisations under it form part of the Ministry/
Department’s Annual Report.
3. (a) Whether grievance are diarosed centrally and if so, whether-
(i) manually through register or
(ii) through a computer.
(b) Periodicity of monitoring of grievances by Director designated for PG
(c ) Are all grievances acknowledged within 15 days?
4. Computerisation
(a) Whether uniform NIC software circulated by Deptt. of AR&PG has
been implemented and if so,
(i) whether grievances received in different divisions are consolidate
and reflected in this data base for transmission to DAR&PG on a
monthly basis.
(ii) Whether this is done every month by 5th for transmission to DAR&PG.
(iii) Which areas of grievances handling have been computerized
If not,

(b) (i) What is the alternative system for monitoring?


(ii) Scope for computerizing grievance handling if not
Already done.

(c ) What is the status of compilation of grievance handling mechanism in


the organization under the Ministry/Department.

71
5- (1) ea=kky;@foHkkx esa fiNys foÙkh; o"kZ@ Ok"kZ izkIr f'kdk;rsa fuiVkbZ xbZ yafcr iM+h
pkyw o"kZ ds nkSjku lHkh L=kksrksa ls izkIr (vkxs ykbZ xbZ f'kdk;rsa f'kdk;rsa
vyx&vyx f'kdk;rksa dh dqy la[;k fiNyh f'kdk;rksa lfgr)
(2) ea=kky;ksa@foHkkx ds vf/u laxBuksa esa Ok"kZ izkIr f'kdk;rsa fuiVkbZ xbZ yafcr iM+h
f'kdk;rksa dh dqy la[;k (vkxs ykbZ xbZ f'kdk;rsa f'kdk;rsa
fiNyh f'kdk;rksa lfgr)
ekxZn'khZ fl¼kUrksa dk dk;kZUo;u %
6- fnukad 1-3-1998 ds dk;kZy; Kkiu ij vuqorhZ dkjZokbZ %
(d) D;k ea=kky;@foHkkx esa la;qDr lfpo Lrj ds fdlh vf/dkjh dks f'kdk;rksa
ls lacaf/r funs'kd@la;qDr lfpo ds :i esa ukfer fd;k x;k gS\ ;fn gka]
rks muds fooj.k nsa (uke] irk] VsyhiQksu ua- bZ&esy rFkk laxBu dk osc
lkbZV irk vkfn)
([k) D;k f'kdk;r funs'kd dks rhu ekg ls vf/d le; ls yfEcr iM+h
f'kdk;rksa ds laca/ esa iQkbys@a dkxtkr eaxokus rFkk lfpo ds vuqeksnu ls
mldk fuiVku djus ds fy, fu.kZ; ysus ds vf/dkj lkSais x, gSa\ ;fn gka]
rks ,sls rhu ekeys uewus ds rkSj ij fn, tk,aA
(x) D;k ea=kky;@foHkkx rFkk laxBu ds vUrxZr yfEcr iM+h f'kdk;rksa dk
izcksèku ekfld vk/kj ij fd;k tkrk gS\
(?k) D;k ea=kky;@foHkkx ds vUrxZr vkus okys laxBuksa esa f'kdk;r vf/dkfj;ksa
dks ukfer fd;k x;k gS\ ;fn gka] rks muds fooj.k nsa (uke] irk] VsyhiQksu
ua- vkfn) ;fn vko';d gks lwph layXu djsaA
(Ä) D;k ea=kky;@foHkkx rFkk mlds v/huorhZ laxBuksa ds f'kdk;r vf/dkfj;ksa
ds uke] dejk ua- vkfn Lokxr dk;kZy; ds utnhd eq[; LFkku ij n'kkZ;s
x, gSa\
(p) ea=kky;@foHkkx rFkk mlds v/huorhZ laxBuksa esa yksd f'kdk;rksa rFkk vU;
xfrfof/;ksa ds laca/ esa izpkj ds fy, fd;s x;s mik;ksa dks n'kkZ;sAa
(N) D;k foHkkx rFkk mlds v/huorhZ laxBuksa ds funs'kd@la;qDr lfpo (yksd
f'kdk;r) ds VsyhiQksu uEcj VsyhiQksu Mk;jsDVjh esa uke 'kkfey djus dh
vf/lwpuk nwj lapkj foHkkx@egkuxj VsyhiQksu fuxe dks tkjh dh x;h gSA
(t) D;k f'kdk;r isVh Lokxr&d{k ds utnhd j[kh x;h gS\
7- (d) D;k ea=kky;@foHkkx rFkk muds v/huorhZ laxBuksa esa ^^cSBd&foghu fnol**
euk;k tkrk gS\ D;k mi lfpo rFkk mlls Åij Lrj ds vf/dkfj;ksa }kjk
yksd f'kdk;rksa dks lquus ds fy;s vyx ls rhu ?kaVs dk le; j[kk x;k gS\
([k) D;k f'kdk;rksa dks NkaVus dh n`f"V ls v[kckjksa ds f'kdk;r dkyeksa dh
fu;fer rkSj ij tkap&iM+rky dh tkrh gS\
(x) Lokxr&d{k dks fn, x, vuqns'kksa dh izfr ftlesa f'kdk;rdÙkkZ dks cq/okj
ds fnu f'kdk;r fuokj.k vf/dkjh ls feyus dh vuqefr nh xbZ gksA
(?k) D;k yksd f'kdk;rksa dh ikorh rFkk vafre mÙkj Hkstus ds fy, le;&lhek
fu/kZfjr dh x;h gS\

72
5. ( i) Total number of the grievance received for all Year Received Disposed Pending
sources in Ministry/Department during last (including of
financial year and current year separately. carry forward)
(ii) In Organisations under Year Received Disposed Pending
the Ministry/Department (including of
carry forward)

Implementation of the guidelines


6. Follow-up on the O.M. dated 1.3.1988:
(a) Has a Joint Secretary level officer been designated as Director/Joint
Secretary of grievances in Ministry/Department? If yes, give his
particulars. (Name, address, telephone no. e-mail and organisation’s web
site addresses etc.)
(b) Has the Director of Grievances been vested with powers to call for
files/papers in respect of grievance pending for over 3 months and to
take a decision to settle the same with the approval of the Secretary. If
yes, a sample of 3 such cases may be mentioned.
(c ) Whether monitoring of pendency of grievances in Ministry/Departmnet
and organizations under it is done on a monthly basis.
(d) Have grievance officers been designated in the organization under the
Ministry/Department? If yes, give their particulars (Name, address, tele
no. etc; attach list, if necessary.
(e) Are name, room no. etc. of Grievance Officer of Ministry/Department
and Organisation under it displayed at a prominent place near the
Reception Office?
(f) Indicate publicity measures taken regarding public grievance and other
activities of Ministry/Department and organizations under it.
(g) Is notification issued to the DOT/MTNL for inclusion of telephone
number of Director/JS(PG) of the Department and organizations under
it for inclusion in telephone directory.
(h) Whether complaint box has been installed near the Reception.
7. (a) Do the Ministry/Department and all organizations under it observe the
weekly ‘meetingless day’? Have three hours been set apart for hearing
the Public Grievances by the officers of the level of Deputy Secretary
and above?
(b) Are grievance column of newspapers regularly examined for picking up
grievances? If yes, how it is done?
(c) Copy of instructions given to office reception permitting complainants’
access to the Grievance Redress Officer on Wednesday.
(d) Have time norms been fixed for acknowledgement and final disposal of
public grievances.

72
lkekU;
8- (d) d`i;k ea=kky;@foHkkx@laxBu dh lsokvksa@xfrfof/;ksa ds ckjs esa crk,a ftuds lkFk
laca/ esa mudk turk ds lkFk lh/k okLrk iM+rk gSA
([k) D;k ea=kky;@foHkkx rFkk mlds v/huoÙkhZ laxBu }kjk miyC/ djok;h x;h
xfrfof/;ksa@lsokvksa ds fy, le;&lhek fu/kZfjr dh x;h gS\ ;fn gka rks mldk
C;kSjk nsaA
(x) D;k dk;kZy; ds LFkku ij yksxksa dh lwpuk ds fy, le;&lhek,a n'kkZ;h x;h gSa\
;fn gka] rks LFkku dk uke n'kkZ;saA
(?k) D;k le;&lhekvksa dh dksbZ iqujh{kk dh x;h Fkh] ;fn ,slk fd;k x;k gS rks mlds
ifj.kke D;k Fks\
9- D;k turk ls lacaf/r dk;ks± ds fy, ,dy f[kM+dh iz.kkyh (flaxy fo.Mks flLVe)
izkjEHk dh x;h gS\ ;fn ugha rks ,dy f[kM+dh iz.kkyh dks izkjaHk djus ds fy, izLrkfor
{ks=k dh igpku dh tk,\
10- D;k ea=kky;@foHkkx vFkok laxBuksa }kjk viuh lsokvksa rFkk xfrfof/;ksa ij dksbZ
iqfLrdk;sa@ipsZ@iksLVj tkjh fd;s x;s gSa vFkok yksxksa ds fy, miyC/ lsokvksa dk ehfM;k
ds ekè;e ls ip z kj fd;k x;k gAS ;fn ,slk gS rks bu lsokvksa dk C;kjSk nsa\ iqfLrdkvksa@ipks]Z
izpkj lkexzh vkfn dh izfr;ka layXu djsaA
11- D;k turk ds iz;ksx gsrq cuk;s x;s lHkh vkosnu&i=kksa@izi=kksa esa lHkh vuqns'k fn;s x;s gSa
tks vkosnu&i=k@izi=k ds lkFk visf{kr lHkh dkxtkr Li"V :i ls Hkjs tkus gSaA nks&rhu
uewus Hkh nsaA
12- D;k ea=kky;@foHkkx us yksxksa ds lkFk feyus&tqyus ds LFkkuksa ds de djus rFkk iQhl vkSj
'kqYd dh vnk;xh djus ds fy, fu;eksa] fofu;eksa rFkk fØ;k fof/;ksa dks ljy cukus
gsrq vè;;u 'kq# fd;s gS\a
13- mu {ks=kksa dh igpku djsa tgka turk ds 'kiFk&i=kksa vFkok izek.k&i=kksa ds fy, jktif=kr
vf/dkfj;ksa dh vko';drk iM+rh gSA D;k buds LFkku ij Lo;a ds c;ku@izek.k&i=k dh
O;oLFkk ds fy, dksbZ iqujh{kk dh x;h gS\
14- D;k foHkkx us yksxksa ds lkFk laca/ j[kus okys {ks=kksa esa vkosnu&i=kksa dk fuiVku djus ds
fy, {ks=kh; vf/dkfj;ksa dks vkSj vf/dkj nsus ds izkf/dkj lkSais gSaA
15- ckj&ckj ?kVus okyh f'kdk;rksa ds {ks=kksa dh igpku djus ds fy, D;k foHkkx us f'kdk;rksa
dk fo'ys"k.k fd;k gS\ ;fn gka] rks dqN f'kdk;r ckgqY; okys {ks=kksa dks n'kkZ;sa rFkk ,slh
f'kdk;rksa dh iqujko`fÙk dks de djus ds fy, vkjaHk dh x;h O;ofLFkr iz.kkyh dks Hkh
n'kkZ;saA
16- fuEufyf[kr oxks± dh f'kdk;rksa dks ns[krs gq,] fd;s x;s dksbZ fo'ks"k mik;%
(i) vuqlwfpr tkfr@tutkfr@fiNM+k oxZ
(ii) efgyk;sa
(iii) fodyk¡x@ofj"B ukxfjd] vU; vlqjf{kr lewg
17- ftu f'kdk;rksa dk udkjkRed mÙkj Hkstk tkrk gS D;k muds fuiVku ds fy, dksbZ dkj.k
fn;s tkrs gSa\
18- chl&lw=kh dk;ZØe ds lw=k la[;k 20 ds dk;kZUo;u&ea=kky;@foHkkx rFkk muds
fu;a=k.kk/hu dk;kZy;ksa }kjk izkIr f'kdk;rksa vkSj muds fuiVku ls lacaf/r frekgh izxfr
fjiksVZ ls lacaf/r lwpuk&D;k pkyw foÙkh; o"kZ ls lacaf/r lHkh fjiksVs± Hkst nh xbZ gSa\
19- D;k vkids ea=kky;@foHkkx ds yksd f'kdk;r fuokj.k ra=k dk o"kZ esa vè;;u fd;k x;k
Fkk] layXu izi=k esa fjiksVZ izLrqr djsaA

73
General
8. ( a) Please enumerate the services/activities of the Ministry/Department/
organization involving direct interaction with the public.
(b) Have time norms been fixed for activities/services provided by the
Ministry/Department/organization under it. If yes, provide details.
(c) Have the time norms been displayed for information of public at premises?
If yes, name location of display.
(d) Was any review of the time-norms undertaken and if so, result thereof?
9. Has Single Window System been introduced for public dealings? If not, identify
areas proposed for introduction of Single Window System.
10. Has the Ministry/Department issued any booklets/pamphlets/posters on services
and activities by it or its organizations or given media coverage to publicise the
services available for the public. If so, provide details of these services? Attach
copies of booklets pamphlets, publicity etc.
11. Do all applications/proforma intended for public use contain full instructions for
filling in clearly indicating all the documents required with the applications? 2/3
samples.
12, Has the Ministry/Department undertaken studies to simply rules, regulations
and procedures for payment of fees and duties, for reducing avoidable contact
points with the public.
13. Identify the areas where affidavits or certificates by gazetted officers are needed
from public. Has any review been made to replace these with self-statements/
certificates?
14. Has the Department delegated authority in areas of public contact empowering
field officers to dispose of applications? Indicate areas.
15. Has the Department analysed grievances to identify areas of recurring
grievances? If yes, indicate a few “grievance prone areas” and also indicate
systemic changes introduced to reduce recurrence of such grievances.
16. Any special measures taken to look into the grievances of:
(i) Scheduled Caste/Tribe/Backward Classes;
(ii) Women;
(iii) Handicapped/Senior Citizens, other vulnerable groups.
17. Do the negative responses sent to the grievances contain the reason (s) for
dispoal of the complaint?
18. Implementation of Point 20 of Twenty-Point Programme-Quarterly Progress
Report of grievances received and disposed of by the Ministry/Department and
offices under its control. Whether all reports for current financial year sent?
19. The PGRM study of your Ministry/Department was conducted in the year
Furnish status report in the enclosed proforma.

73
20- (d) rS;kj fd;k x;k ukxfjd pkVZj (izfr layXu)
([k) D;k lwpuk ,oa lqfo/k dkmaVj (vkbZ-,iQ-lh-) dh LFkkiuk dh xbZ gSA
(x) vU; mRÑ"V mik;&ukxfjd eS=kh laca/h fd;s x;s mik;A
(?k) tu laidZ ls lacfa /r lq/kj ds fy, fd;s x;s vU; dksbZ iwoksZik;A
21- dk;Z iz.kkyh esa lq/kj djus dh n`f"V ls O;kIr ifjorZu djus ds mik;A
22- tu laidZ okyh xfrfof/;ksa esa ukxfjd larqf"V dks ekius ds fy, fd, x;s mik;A
23- (d) D;k f'kdk;r lsok vnkyr dh LFkkiuk dh x;h gS\
([k) ;fn gkaA rks
(i) ekeyksa dh la[;k
(ii) fuiVk;s x;s ekeyksa dh la[;k
(iii) vnkyrksa dh cSBdksa dh la[;k

*ea=kky;ksa@foHkkxksa ds v/hu laxBuksa esa dkuwuh@Lok;r'kklh@v/huLFk@lEc¼ bdkbZ;ka@vfHkdj.k 'kkfey gSA

74
20. (a) Citizen's Charter prepared (enclose copy).
(b) Whether IFC set up.
(c) Other Best practice—Citizen friendly measures taken.
(d) Any other proactive measures taken to improve public inter-face.
21. Measures for systemic changes to improve procedures etc.
22. Steps taken to measure citizen satisfaction in activities having public interface.
23. (a) Whether Shikayat/Service Adalats has been constituted?
(b) If yes;
(i) Number of cases
(ii) Number of cases disposed
(iii) Number of meetings of the Adalats

*Oganisation under Ministry/Department includes statutory/autonomous/subordinate/attached units/agencies.

74
(iz'ukoyh 1 dk iSjk 19 ns[ksas)
yksd f'kdk;r fuokj.k ra=k ls lacfa /r
vè;;u fjiksVZ esa dh xbZ
fliQkfj'kksa ds dk;kZUo;u dh fLFkfr

Ø- fliQkfj'k D;k iwjh fliQkfj'k dk;kZUo;u ds fy, fliQkfj'kksa dks dc rd okLrfod


la- Lohdkj dh xbZ ;k 'kq# fd;s x;s@izLrkfor dk;kZfUor dj fy;s dk;kZUo;u
dqN la'kks/uksa ds lkFk dne tkus dh laHkkouk gS dh frfFk

1 2 3 4 5 6

75
(Refer Para 19 of Questionnaire-I)
Status of Implementation of recommendations made
In the Study Report in respect of
Public Grievances Redressal Machinery

S. No. Recommendations Whether accepted Steps initiated/ Date by which Date of actual
in total or with proposed for the recommen- implementation
some modifications implementations dation in likely
to be
implemented

1 2 3 4 5 6

75
deZpkjh f'kdk;r
STAFF GRIEVANCES
vè;k; & 4

ch- th- ns'keq[k eaf=keaMy lfpo


ubZ fnYyh
v-'kk- la- 39457@39@2@87&ih th fnukad % 5 fnlEcj] 1988

fiz; lfpo]

;g ns[kk x;k gS fd izk;% ljdkjh deZpkjh lsok laca/h ekeyksa ls lacaf/r viuh f'kdk;rksa ds fuokj.k ds fy,
ckgjh lgk;rk dh ryk'k djrs gSaA ;g bl rF; ds gksrs gq, Hkh gksrk gS fd dsUæh; flfoy lsok (vkpj.k) fu;ekoyh]
1964 ds fu;e 20 esa fdlh ljdkjh deZpkjh dks lsok laca/h ekeyksa esa vius fgrksa dks iksf"kr djus ds fy, jktuSfrd
;k fdlh vU; izdkj ds ckgjh izHkko dk iz;ksx djus dk fo'ks"k :i ls fu"ks/ fd;k x;k gSA ;g eglwl fd;k x;k
gS fd ckgjh izHkko dk bLrseky blfy, fd;k tkrk gS D;ksafd dHkh&dHkh ea=kky;@foHkkx@dk;kZy; le; ij vkSj
U;k;laxr vkSj ,d leku jhfr ls ljdkjh deZpkfj;ksa ds lsok laca/h ekeyksa ij dkjZokbZ djus esa l{ke ugha gksrs gSaA
laHkor% ljdkjh deZpkfj;ksa esa ;g Hkh Hkkouk gS fd ;fn os ckgjh izHkko ds tfj, ljdkj ls dke djk,axs rks mudk
dk;Z vis{kkÑr tYnh vkSj izHkkodkjh <ax ls gksxk tcfd lkekU; izfØ;k esa] pkgs f'kdk;r mfpr vkSj U;k;lEer gh
D;ksa u gks] lnSo ml ij mfpr rjhds vkSj 'kh?kzrk ls dkjZokbZ ugha dh tk ldrhA ,slk laHkor% bl otg ls gksrk gS
fd vusd ljdkjh dk;kZy;ksa esa deZpkfj;ksa dh lgh f'kdk;rksa dks nwj djus ds fy, vkSipkfjd laLFkkc¼ O;oLFkk ugha
gS vFkok tgka dksbZ O;oLFkk gS Hkh rks ogka f'kdk;rksa dk mfpr vkSj le; ij lek/ku lqfuf'pr djus ds fy, f'kdk;rksa
dh ekuhVfjax dh dksbZ laxfBr iz.kkyh ugha gSA vr% ;g eglwl fd;k tkrk gS fd ;fn ljdkjh deZpkjh dks muds
vuqjks/kssa vkSj lsok laca/h ekeyksa esa muds nkoksa ij mfpr vkSj fu"i{k rFkk le; ij dkjZokbZ ds laca/ esa vk'oLr fd;k
tkrk gS rks mls fdlh cká izHkko dk iz;ksx djus dh vko';drk ugha gksxhA okLro esa] dqN lsok laca/h ekeys ftUgsa
ljdkjh dk;kZy;ksa }kjk uSeh dkjZokbZ ds nkSjku fuIkVk;k tkuk pkfg, vkSj ftudh otg ls ljdkjh deZpkfj;ksa dks dfBukbZ
gks ldrh gS] lkekU; lsok laca/h ekeyksa tSls lsok laca/h fjdkMZ dks iwjk djus] le; ij osru o`f¼ yxuk] lgh ofj"Brk
lwph tkjh djuk] lgh inksUufr] mfpr fpfdRlk lqfo/k,a] Ldwy ds l=k dh lekfIr ij LFkkukarj.k] vuqeksfnr ekun.M
ds vuqlkj vkokl dk izko/ku] le; ij isa'ku laca/h ykHk iznku djus vkfn ls lacaf/r gksrs gSaA ;fn mDr ekeyksa esa
i;kZIr vkSj 'kh?kz iz'kklfud dkjZokbZ dh tkrh gS rks vius lsok laca/h fgrksa dks iwjk djus ds fy, ljdkjh deZpkfj;ksa
}kjk ckgjh izHkko dk vkJ; ysus laca/h ekeys iSnk gh ugha gksaxsA ysfdu Li"V :i ls vusd ekeyksa esa ,slk ugha
gksrk gSA

2- fo"k; ds egRo vkSj vius deZpkfj;ksa ds vf/dre dY;k.k dks lqfuf'pr djus ds fy, ljdkj ds mÙkjnkf;Ro
dks Lohdkj djrs gq, ;g vko';d&le>k x;k gS fd ljdkj ds lHkh ea=kky;ksa@foHkkxksa vkSj mlds iz'kklfud
fu;a=k.kk/hu dk;kZy;ksa dks deZpkfj;ksa dh f'kdk;rksa ij lgkuqHkwfriwoZd vkSj 'kh?kz dkjZokbZ djus ds fy, laLFkkc¼
O;oLFkk djuh pkfg,A dqN cM+s foHkkxksa tSls&jsyos] j{kk vkSj Mkd foHkkx esa bl izdkj dh O;oLFkk igys gh dh tk
pqdh gS vkSj ;s O;oLFkk,a dkiQh dkjxj fl¼ gks jgh gSaA vU; ea=kky;ksa vkSj foHkkxksa dks Hkh blh izdkj dh O;oLFkk,a
djuh pkfg,A

3- gkykafd deZpkfj;ksa dks f'kdk;rksa ds fuokj.k ds fy, xfBr <akpk ljdkjh dk;kZy; ds izdkj] dk;ks± vkSj vkdkj
dks ns[krs gq, ,d ea=kky; ls nwljs ea=kky; vkSj ,d dk;kZy; ls nwljs dk;kZy; esa fHkUu&fHkUu gks ldrk gS]
blfy, ;g vko';d gS fd ,sls fdlh fuokj.k ra=k esa layXu vuqca/ esa ;Fkk lfEefyr dqN vfuok;Z fo'ks"krk,a
'kkfey gksaA

78
CHAPTER & 4

B. G. Deshmukh Ekaf=keMay lfpo


CABINET SECRETARY
NEW DELHI
D.O. No. 39457/39/2/87-PG Dated : 5th December, 1988

Dear Secretary,
It has been observed that often Government employees seek outside help for the redressal of their
grievances relating to service matters. This is despite the fact that Rule 20 of the CCS (Condct) Rules,
1964, specifically prohibits a Government employee from bringing political or other outside influence to
further his interests in respect of service matters. It is felt that recourse to outside influence is taken
because sometimes Ministries/Departments/Offices are not able to attend to service matters of Government
employees in time and in a manner which is just as equitable. Perhaps, there is also a feeling among
Government employees that if they approach the Government through outside influence, the results might
be quicker and more effective; whereas in the normal course even a just and legitimate grievance may
not be always looked into with fairness and promptitude. This is probably due to the fact that in many
Government offices either there is no formal institutionalized arrangement to redress the genuine grievances
of the employees; or even where there is some arrangement, there is no organized system of monitoring
of grievances to ensure their fair and timely redressal. It is, therefore, felt that if the Government employee
is assured of fair and impartial treatment and timely action on his requests and claims in service matters,
he would hardly have any need to approach any outsider. In fact, some service matters which have to be
attended to by the Government offices in the normal course and which can cause lot of difficulties to the
Government employees, related to normal service matters, like completion of service records, timely
drawal of increment, issue of correct seniority lists, fair promotion, proper medical facilities, transfer at
the end of school session, provision of residential accommodation in accordance with the approved criteria,
grant of timely pensionary benefits, etc. If the administrative response for compliance with such matters
is adequate and prompt, the majority of case of Government employees resorting to outside influence for
furtherance of their service interests will not arise. But, apparently, it is not so in many cases.

2. Recognising the importance of the subject and the concern of the Government for ensuring maximum
welfare of its employees, it is considered necessary that all Ministries/Department of the Government as
well as the office under their administrative control should set up an institutionalized arrangement for
dealing with the grievance of staff, sympathetically and promptly. Some of the major Department like
Railways, Defence and Posts, have already made such arrangements and these arrangements are proving
fairly effective. Other Ministries and Departments should also make similar arrangements.

3. Though any set up for redressal of staff grievances will, perhaps, differ from one Ministry to another,
and from one office to another, keeping in view the nature, functions and size of the Government offices,
it is necessary that any such redressal machinery should have certain essential features, as incorporated
in the attached Annexure.

78
4- ;g Hkh l>q ko fn;k tkrk gS fd LokLF; vkjS ifjokj dY;k.k e=akky; vkjS 'kgjh fodkl e=akky; tlS s ukMsy e=akky;k]as
tks lHkh ljdkjh deZpkfj;ksa ds fy, fpfdRlk lqfo/kvksa vkSj ljdkjh vkokl ds vkcaVu dk dk;Z ns[krs gSa] dks mi;qDr
f'kdk;r fuokj.k ra=k dh LFkkiuk djuh pkfg, tgka ljdkjh deZpkjh bu ea=kky;ksa esa dkjZokbZ&v/hu vius ekeyksa ds
laca/ esa viuh f'kdk;r ds fuokj.k ds fy, vihy dj ldsaA

5- Ñi;k bl ekeys esa dh xbZ dkjZokbZ dh lwpuk 31 tuojh] 1989 rd eq>s ns nsaA

vkidk]
gLrkú@&
(ch- th- ns'keq[k)
ly
a Xu % ;FkkDsr
lHkh ea=kky;ksa@foHkkxksa ds lfpo

79
4. It is further suggested that nodal Ministries, like the Ministry of Health and Family Welfare and the
Ministry of Urban Development, who look after medical facilities and allotment of accommodation for all
Government employees, should establish adequate grievances redressal machinery where a Government
employee can approach for redressal of his grievance about the matters which are dealt with in these
Ministries.

5. I shall be grateful if action taken in the matter is intimated to me by 31st January, 1989.

Yours sincerely,

Sd/-
(B.G. Deshmukh)
As per list attached
Encl.: as above

79
v- 'kk- la- ds&13011@1@ih th&95
vkj- jaxukFku Hkkjr ljdkj
lfpo dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
nwjHkk"k % 3014848 ubZ fnYyh&110 001
iQSDl ua- % 3012432 fnukad % 6 ekpZ] 1995

fiz; Jh]
yksd f'kdk;r foHkkx }kjk izkIr f'kdk;rksa ds gky gh esa fd, x, fo'ys"k.k ls ;g irk yxrk gS fd muesa ls
cM+h la[;k esa f'kdk;rsa lsok laca/h ekeyksa ls lacaf/r FkhaA vki bl ckr ls lger gksaxs fd deZpkfj;ksa dh f'kdk;rksa
dk laca/ lacaf/r ea=kky;ksa vkSj foHkkxksa ls gksrk gSA bl laca/ esa vki rkjh[k 5&12&88 ds v- 'kk- la- 39457@39@2@87&
ih th dk Lej.k djsa ftlesa rRdkyhu eaf=keaMy lfpo us lq>ko fn;k Fkk fd ljdkj ds izR;sd ea=kky;@foHkkx dks
deZpkfj;ksa dh f'kdk;rksa ij lgkuqHkwfriwoZd vkSj 'kh?kzrkiwoZd dkjZokbZ djus ds fy, laLFkkc¼ O;oLFkk rS;kj djuh
pkfg,A vkids lqyHk lanHkZ ds fy, eSa mDr i=k rFkk mlds vuqca/ dh izfr layXu dj jgk gwa ftlesa f'kdk;r fuokj.k
ra=k LFkkfir djus ds fy, vfuok;Z fo'ks"krkvksa dks lwphc¼ fd;k x;k gSA
2- gekjs }kjk izkIr dh tk jgh lsok laca/h ekeyksa ls lacaf/r f'kdk;rksa dh cgqr la[;k vkSj dsUæh; iz'kklfud
vfèkdj.k dh fofHkUu 'kk[kkvksa vkfn ds lkeus vkus okys ekeyksa dh cgqr vf/d la[;k dks ns[krs gq, izR;sd ea=kky;
dks deZpkjh f'kdk;r fuokj.k ra=k dh leh{kk djus dh vko';drk gSA vr% eSa vkils vuqjks/ djrk gwa fd vki 1988
esa tkjh vuqns'kksa ds laca/ esa vius ea=kky;@foHkkx esa f'kdk;r fuokj.k ra=k dh leh{kk djsaA vki vius ea=kky;@foHkkx
esa fiNys dqN o"kks± esa izkIr f'kdk;rksa ds izdkj dks ns[k ldrs gSa vkSj iz.kkyh esa nks"k] ;fn dksbZ gks] dks nwj djus ds
n`f"Vdks.k ls laHkkfor f'kdk;r {ks=kksa dh igpku dj ldrs gSaA tgka dgha fu;e vFkok izfØ;k,a dfBu gks mUgsa ljyhÑr
djus ds fy, dne mBk, tk,aA eSa deZpkfj;ksa ls lacaf/r lHkh ekeyksa ds fy, le; laca/h ekun.M fu;r djus dh
vko';drk ij vkidk è;ku fo'ks"k rkSj ij vkdf"kZr djuk pkgwaxk D;ksafd deZpkfj;ksa ls lacaf/r ekeyksa ds fuiVku esa
gksus okys foyEc ls ihfM+r ljdkjh deZpkjh viuh f'kdk;r ds fuokj.k ds fy, U;k;ky; esa tkrk gSA
3- bl ekeys esa dh xbZ dkjZokbZ dh lwpuk gesa ;Fkk le; nh tk,A
lknj]

vkidk]

gLrkú@&
(vkj jaxukFku)
lsok esa]
lHkh ea=kky;@foHkkx

80
R. RANGANATHAN D.O. No. K-13011/1/PG-95
lfpo Hkkjr ljdkj
SECRETARY dkfed
Z ] ykd
s f'kdk;r rFkk i'asku e=akky;
Tele: 3014848 ubZ fnYyh& 110001
FAX No. 3012432 GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
NEW DELHI-110001
Dated : 6th March, 1995

Dear Shri,
A recent analysis done of the grievances received by the Department of Public Grievances revealed
that a large number of them related to service matters. You will agree that staff grievances are the
concern of the concerned Ministries and Departments. In this connection, you may recall that vide his
D.O.No. 39457/39/2/87/PG dated 5.12.88 the then Cabinet Secretary had suggested that each Ministry/
Department of the Government should set up an institutionalized arrangement for dealing with the grievances
of staff in a sympathetic and prompt manner. For your ready reference I am enclosing a copy of the said
letter alongwith its annexure in which the essential features for setting up grievances redress machinery
have been listed.
2. In view of the large number of grievances relating to service matters being received by us as also the
large number of cases coming up before the various Benches of the CAT etc. There is need for each
Ministry to review its set up for staff grievances redressal. I would, therefore, request you to review the
grievance redressal machinery in your Minsitry/Department in terms of the instructions issued in 1988.
You may also like to look into the kind of grievances that have been received in your Ministries/Department
in the past couple of years and identify the grievance prone areas with a view to remedying the defects,
if any, in the system. Wherever the rules or procedures are cumbersome, steps may be taken to simplify
them. I would particularly like to draw your attention to the need fix time norms for all staff matters, as it
is the delay in the disposal of staff matters that most often drives the aggrieved Government servant
redress through the courts.
3. Action taken in the matter may please be intimated to us in due course.
With regards,

Your sincerely,

Sd/-
(R. RANGANATHAN)
To,
All Ministries/Departments

80
Mk- ih- ,l- ,- lnaqje vij lfpo
nwjHkk"k % 3732133] 3732546 i'zkklfud l/q kj vkjS ykd
s f'kdk;r foHkkx
iSQDl % 3732133 Hkkjr ljdkj
ljnkj iVy s Hkou] lla n ekx]Z ubZ fnYyh&110001

v- 'kk- i=k la[;k % ds&11022@26@96&ih fnukad % 1 tuojh] 1997

fo"k; % mÙkjnk;h iz'kklu&deZpkfj;ksa dh fparkvksa vkSj f'kdk;rksa ij è;ku fn;k tkuk&dsUæh; iz'kklfud
vf/dj.k ij Hkkj de djukA
fiz; Jh
mÙkjnk;h iz'kklu ds ckjs esa eq[; lfpoksa ds lEesyu ls mRiUu uktqd elyksa ds ckjs esa lfpo (dkfeZd) }kjk
fy[ks x, i=kksa dh vksj vkidk è;ku vkÑ"V fd;k tkrk gSA bu elyksa ls lacaf/r vuqoÙkhZ dkjZokbZ dh leh{kk djrs
gq, eaf=keaMy lfpo us bl ckr ij tksj fn;k gS fd turk ds fy, csgrj lsok,a miyC/ djkus ds fy, ;g vko';d
gS fd deZpkfj;ksa dh f'kdk;rksa ds fuokj.k ij rRdky è;ku fn;k tk,A
bl lanHkZ esa ;g ea=kky; fofHkUu izdkj ds vuqHkoksa dh leh{kk dj jgk gS ftuesa deZpkfj;ksa }kjk vius fooknksa
ds U;kf;d lek/ku ds fy, dsUæh; iz'kklfud vf/dj.k dh fofHkUu csp a ksa dk lgkjk ysuk] cgqr cM+h ek=kk esa ekeyksa
dk yafcr iM+k gksuk rFkk ljdkj vkSj deZpkfj;ksa nksuksa ds fy, vf/d ykxr dk izHkko vkSj eS=khiw.kZ laca/ksa dks cuk,
j[kuk 'kkfey gSA ,slk eglwl fd;k x;k gS fd ,sls ekeyksa dh la[;k dks ?kVkus dh n`f"V ls ,d vPNs vkSj fgrdkjh
fu;ksDrk ds :i esa ljdkj dh Hkwfedk esa fyIr rqjUr fuokjd mik; fd, tkus vko';d gSa rkfd deZpkjh dh larqf"V
vkSj eukscy dks Åapk mBk;k tk ldsA bl mn~ns'; ds fy, ;g vko';d gS fd lfpo vkSj foHkkxkè;{k ,d fu;ksftr
dkjokbZ vkjS vkdfLed tkap&iM+rky djsAa foHkkxh; mn~ns';ksa rFkk tu laidZ dh liQyrk ds fy, O;fDrxr icza/u vkjS
izpkyu LVkiQ dks izfs jr djuk ijeko';d gSA
;g ns[kus esa vk;k gS fd dsUæh; iz'kklfud vf/dj.k ds le{k vk, vf/dka'k ekeys tgka ,d vksj foHkkxh;
izkf/dkfj;ksa ds lkafof/d fu.kZ;ksa ls lacaf/r gksrs gS]a ogka nwljh vksj ;s deZpkfj;ksa dh ifjyfC/;ksa] rSukrh vkSj lsok 'krks±
ds ckjs esa Hkh gksrs gSAa ckn okys ekeys] osru fu/kZj.k vkSj cdk;k ds ekeyksa] ;k=kk laca/h nkoks]a Hkfo"; fuf/ vfxzeksa]
n{krkjks/] csgrj dk;Z okrkoj.k] xksiuh; fjiksVks± esa izfrdwy fVIif.k;ksa vkfn ij rRdky fu.kZ; ysus gsrq i;kZIr è;ku u
fn, tkus ds dkj.k mRiUu gksrs gSAa ;s ekeys dk;Z&fu"iknu ds ewY;kadu] ofj"Brk ds fu/kZj.k] inksUufr] nSfud etnwjh
ij dk;jZr dep Z kfj;kas ds fu;ferhdj.k] ruSkrh ,oa LFkkukraj.k ds lca/a eas ekudkas vkjS fu;ekas ds ikjn'khZ u gkuss ds dkj.k
Hkh mRiUu gksrs gSAa ijUrq deZpkfj;ksa dh fujk'kk lcls vf/d ofj"B vf/dkfj;ksa ls laidZ u gks ldus vkSj muds izfr
ofj"B vf/dkfj;ksa dks fpark u gksus] mudh f'kdk;rksa dh ikorh u Hkstus rFkk mu ij 'kh?kz dkjZokbZ u fd, tkus vkSj
foHkkxh; xfrfof/;ksa esa mudh lgHkkfxrk u gksus ds dkj.k mRiUu gksrh gSA deZpkfj;ksa dh f'kdk;rksa dh lkewfgd ;k
oS;fDrd vk/kj ij leh{kk fd, tkus ds fy, vf/d iz;kl ugha fd;k tkrk gS rFkk jsyos vkSj Mkd foHkkx dh dbZ
;wfuVksa esa LVkiQ vnkyrksa dh ljkguh; liQyrkvksa dk vf/dka'k ljdkjh lsokvksa esa vuqdj.k ugha fd;k tkrk gAS ifz'k{k.k
vkSj xq.kork ds {ks=kksa dh vksj Hkh i;kZIr è;ku ugha fn;k tk jgk gSA

81
Mkñ ihñ ,lñ ,ñ lnaqje vij lfpo
DR. P.S.A. SUNDARAM i'zkklfud l/q kj vkjS ykds f'kdk;r foHkkx
TELE: 3732133, 3732546 Hkkjr ljdkj
FAX: 3732133 ljnkj iVy s Hkou] lla n ekx]Z ubZ fnYyh -110001
Additional Secretary (AR & T)
Department of Administrative Reforms &
Public Grievances,
Sardar Patel Bhavan, Sansad Marg, New Delhi-110001

D.O. NO. K-11022/26/96-P Dated: 01.01.1997

Subject : Responsive Administration – Focus on the concerns and grievances of employees


— reducing the recourse to CAT.
…………….
Dear Shri,
Your kind attention is invited to letters addressed by Secretary (Personnel) on the critical issues
relating to responsive administration, arising from the Conference of Chief Secretaries. In the review of
follow-up action on these issue, the Cabinet Secretary emphasized the need for attention to the prompt
redressal of employee grievances as an important means to better services for the public.
In this context, this Ministry has been reviewing the experience with resort of employees to the
various CAT benches for the judicial resolution of their disputes, the huge pendency of cases, and the
implications of cost and congenial relations for both the Government and the employees. It is felt that it is
necessary to devise urgent preventive measures, rooted in the role of the Government as a good and
caring employer, to reduce the incidence of such cases, while raising employee satisfaction and morale.
This is seen as contingent upon conscious action and continuous monitoring by the Secretaries and heads
of departments. Personnel management and motivation of operational staff is vital to the success of
department objectives and its public interface.
It has been found that the substance of cases before the CAT relate as much to appeal against
statutory decisions of Department Authorities, as to matters of emoluments, placement and service
conditions of employees. The latter cases are generated by inadequate attention to prompt decisions on
cases of pay fixation and arrears, travel claims, PF Advance, Efficiency Bar, improved working
environment, adverse entries in CRs, etc. They also arise from perception of non-transparent norms and
rules for performance assessment, fixation of seniority, promotion, regularization of daily wage employment,
placement and transfers. Most of all, employee frustration rises from the perception of inaccessibility and
lack of concern for superior officers, failure to acknowledge and act on grievance applications, and non-
involvement in department activities. There is little effort for periodic review of employee issues and
grievances on a collective or individual basis, and the excellent results of Staff Adalats in many units of
Railways and Posts are not replicated in most government service. Not much attention is given to training
and quality circles.

81
;g fopkj fd;k x;k gS deZpkfj;ksa dh f'kdk;rksa dk fuokj.k djus okys vf/dkfj;ksa ds inksa dks lfØ; cukrs
gq, tksj&'kksj ls bu elyksa ij è;ku fn;k tk,A blds vykok deZpkfj;ksa }kjk lsok laca/h ekeyksa esa fu.kZ; ds fo#¼
Lora=k vkarfjd lfefr;ksa vFkok ukfer ofj"B vf/dkfj;ksa dks vihy djus dh O;oLFkk djuk Hkh laHko gksxkA ;fn ;g
O;oLFkk lgh dke djs rks dkuwuh :i ls ;g izko/ku fd;k tk ldrk gS fd deZpkfj;ksa }kjk dsUæh; iz'kklfud
vf/dj.k esa tkus ls iwoZ os f}rh; Lrj ds bl vkarfjd f'kdk;r fuokj.k ra=k dk lgkjk ys ldrs gSAa
vkils vuqjks/ gS fd Ñi;k mi;qZDr ckrksa dks è;ku esa j[krs gq, dkfeZd izca/u vkSj LVkiQ laca/h orZeku iz.kkyh
dh leh{kk djsa vkSj oLrq&ij[k ,d fjiksVZ fHktokus dh O;oLFkk djsaA vkids lg;ksx ls iQjojh] 1997 esa vyx&vyx
ea=kky;&okj fopkj&foe'kZ laHko gks ldsxkA
lknj] vkidk]
gLrkñ@&
(ih-,l-,- lnaqje)
lsok esa]
Jh ih- ih- pkSgku Jh ds- jktu
lfpo lfpo
LokLF; foHkkx Ñf"k foHkkx
fuekZ.k Hkou] ubZ fnYyh Ñf"k Hkou] ubZ fnYyh
Jh ,u- ih- uokuh Jh ,u- ih- flag
lfpo lfpo
lwpuk vkSj izlkj.k ea=kky; 'kgjh fodkl ea=kky;
'kkL=kh Hkou] ubZ fnYyh fuekZ.k Hkou] ubZ fnYyh
izfr izsf"kr %& (i) vij lfpo (isa'ku)&Ñi;k isa'ku laca/h f'kdk;rksa ds ckjs esa fjiksVZ HkstsaA
(ii) la;qDr lfpo (izf'k{k.k)
(iii) l;
a Dqr lfpo (LFkkiuk)
(iv) lfpo (dkfeZd) ds iz/ku futh lfpo
gLrkñ@&
(ih-,l-,- lnaqje)
vij lfpo (, vkj vkSj Vh)

82
It is felt that these issues may be addressed energetically by activising the posts of Staff Grievance
Officers with exclusive mandate and access to Joint Secretaries and above. In addition, it is possible
provide for appeals by employees to independent internal committees or designated senior officials against
decisions on service matters. If this works well, then it can be legally provided that the employees will be
required to take recourse to this internal second level grievance redressal before approaching the CAT.
You are requested to review existing systems of personnel management and staff, with reference to
what has been stated above, and arrange to send a status report. It is proposed, with your cooperation, to
undertake individual ministrywise discussions in the course of February, 1997.

With regards,
Yours Sincerely,
Sd/-
(P.S.A. Sundaram)
To,
Shri P. P. Chauhan Shri K. Rajan
Secretary Secretary
Department of Health Department of Agriculture
Nirman Bhavan, New Delhi Krishi Bhavan, New Delhi

Shri N. P. Nawani Shri N. P. Singh


Secretary Secretary
Ministry of Information and Broadcasting Ministry of Urban Development
Shastri Bhavan, New Delhi Nirman Bhavan, New Delhi

Copy to : (i) AS (P) for favour of report on pension related grievances


(ii) JS (T)
(iii) JS (E)
(iv) PPS to Secretary (P)

Sd/-
(P.S.A. Sundaram)
Addl. Secy (AR&T)

82
i'zkklfud l/q kj rFkk ykds f'kdk;r foHkkx
Hkkjr ljdkj
ljnkj iVys Hkou] ll a n ekx]Z ubZ fnYyh&110001

nfsodk deqkj (Jherh)


funs'kd (yksd f'kdk;r)
nwjHkk"k % 3352325

la- Mh&12014@12@96&ih- th- fnukad % 06 ekpZ] 1997

fiz;
bl foHkkx dks cM+h la[;k esa lsok laca/h ekeyksa ds ckjs esa f'kdk;rsa izkIr gks jgh gSAa vf/dkf/d deZpkjh dsUæh;
iz'kklfud vf/dj.k dh fofHkUu 'kk[kkvksa esa eqdnesa dj jgsa gSa D;ksafd os viuh f'kdk;rksa dk fuokj.k vius dk;kZy;ksa
ls ugha djk lds gSAa eSua s blds lkFk izeq[k f'kdk;r laHkkfor {ks=kksa dh ,d lwph layXu dh gS ftudh igpku deZpkfj;ksa
esa f'kdk;rsa iSnk djus okys dkj.k ds :i esa dh gSA gkykafd buesa ls dqN dk laca/ lsok laca/h fu;eksa ls gS vkSj vkids
ea=kky;@foHkkx dk mlls dksbZ laca/ u gks fiQj Hkh ;fn vki bu f'kdk;r laHkkfor {ks=kksa ij è;ku nsa vkSj vkids dk;Z
{ks=k esa vkus okyh bl iz.kkyh esa ;fn fdlh izdkj dh dfe;ka gS]a mudks nwj djus ds mik; djsa] rks eSa vkHkkjh jgwaxhA
;fn fu;e vFkok izfØ;k,a dfBu gksa rks Ñi;k mUgsa ljy cukus dk iz;kl djsaA eSa fo'ks"k :i ls deZpkfj;ksa ls
lacaf/r lHkh ekeyksa ds fy, le;&ekun.M fu;r djus dh vko';drk dh vksj vkidk è;ku fnykuk pkgwaxh D;ksafd
deZpkfj;ksa ls lacaf/r ekeyksa esa foyEc gksus ds dkj.k gh izk;% deZpkjh U;k;ky;ksa ds ekè;e ls viuh f'kdk;rksa dk
fuokj.k djus ds fy, etcwj gksrs gSAa
2- Ñi;k bls vius ea=kky;@foHkkx ds v/hu lHkh ,tsfUl;ksa vkSj lkoZtfud {ks=k ds miØeksa dh tkudkjh esa yk,aA
3- bl laca/ eas dkjZokbZ dh tk, vkSj tkjh fd, x, vkns'kksa vkfn dh izfr;ka gesa i`"Bkafdr dh tk,aA
lknj]

Hkonh;]

gLrkñ@&
(nsfodk dqekj)
lsok esa
lHkh ea=kky;@foHkkx

83
Ik'zkklfud l/ q kj vkjS ykds f'kdk;r foHkkx
Hkkjr ljdkj
Lkjnkj iVy s Hkou] ll a n ekx]Z ubZ fnYyh& 110001
DEPARTMENT OF ADMINISTRATIVE
Devika Kumar (Mrs.) REFORMS & PUBLIC GRIEVANCES
Director (PG) GOVERNMENT OF INDIA
SARDAR PATEL BHAVAN, SANSAD MARG
Tele: 3352325.
NEW DELHI-110 001

D.O. No. D—12014/12/96-PG Dated : 6-3-97

Dear
A large number of grievances relating to service matters are being received in this Department. Also
more and more employees are resorting to litigation in the various branches of the Central Administration
Tribunals as they fail to get redressal from their office. I am to enclose a list of the major grievance prone
areas which have been identified as the cause of generating most of the grievances amongst the employees.
Although some of these pertain to service rules and your Ministry/Department may not be concerned, I
shall be grateful if you look into these grievance prone areas and remedy the defects, if any, in the system
which fall within your ambit. Where the rules or procedures are cumbersome, steps may please be taken
to simplify them. I would particularly draw your attention to the need to fix time norms for all matters, as
it is the delay in the disposal of staff matters that most often drives employees to secure redress through
the courts.
2. This may also please be brought to the notice of all the agencies and public sector undertaking under
your Ministry/Department.
3. Action in the matter may please be taken and copies of the orders etc., issued may also please be
endorsed to us.
With regards,

Yours sincerely,

Sd/-
(Devika Kumar)
To
All Ministries/Departments

83
^deZpkfj;ksa dh f'kdk;rks*a ds dkj.k
• okf"kZd osruo`f¼ dh eatwjh esa foyEcA
• LFkk;h ekus tkus ds mica/ dk vHkkoA
• O;fDrxr izcU/u esa O;ofLFkr laidZ dk vHkkoA
• inksUufr esa foyEcA
• f'kdk;r dk fuokj.k u gksukA
• izf'k{k.k vkSj ewY;kadu dk vHkkoA
• O;fDr;ksa dh rSukrh dh uhfr dk vHkkoA
• dk;Z dk vleku forj.kA
• vusd fjiksfV±x pSuyksa dk gksukA
• dk;ks± esa iQsj&cny dk vHkkoA
• 'kfDr;ksa ds Li"V izR;k;kstu dk vHkkoA
• dk;Z pSuy vkSj vafre fuiVku ds Lrj esa Li"Vrk dk vHkkoA
• lsok 'krks± ls lacaf/r iz'kklfud fu.kZ; ds fØ;kUo;u esa foyEcA
• foHkkxh; ifj"kn~ esa vlgefr ds lHkh ekeyksa esa eè;LFkrk ds izko/ku dk vHkkoA
• yksd f'kdk;r ds fy, la;qDr lfpo (iz'kklu) dks bupktZ cukukA
• dSfj;j dh laHkkoukvksa dh vi;kZIrrk vkSj lsok&'krks± esa vlekurkA
• dk;Z djus dk okLrfod ifjos'k [kjkc gksukA
• lgk;d lqfo/kvksa tSls&VsyhiQksu] LVkiQdkj] dEI;wVj vkfn dk vHkkoA
• dk;kZy; ds izcU/u esa ferO;f;rk dk xyr vFkZ ysukA
• vkokl lqfo/kvksa dk vHkkoA
• vPNh fpfdRlk lqfo/kvksa dk vHkkoA
• Ldwy dh lqfo/kvksa dk vHkkoA
• f'k{kk ij vkus okys O;; dh izfriwfrZ ds fy, f'k{kk HkÙks dk vHkkoA
• vkokl@okgu vkfn ds vi;kZIr HkÙksA
• ,y Vh lh vkSj NqV~Vh dks Hkqukus ds izko/ku dk vHkkoA
• nkSj ij vi;kZIr ;k=kk HkÙkk@nSfud HkÙkkA
• mfpr dkj.kksa ds fy, NqV~Vh u feyukA
• dk;Z LFky ij n{krk esa lq/kj ds fy, izksRlkgu dk vHkkoA
• vPNs dk;Z dh iz'kalk dk vHkkoA
• dk;Z&fu"iknu ds ewY;kadu dh vlarks"ktud iz.kkyhA
• vuq'kklfud ekeyksa ds fuiVku esa cgqr vf/d foyEcA
• xksiuh; fjiksVZ [kjkc djus dh /edh vkSj ifj.kkeLo:i 'kks"k.k fo'ks"kdj efgyk deZpkfj;ksa dkA
• fuyEcu dh le;&lhek dk vHkkoA

84
Cause of ‘Staff Grievance’
Delay in sanction of Annual increment.
Absence of provision for deemed confirmation.
Lack of systematic approach in personal management.
Delay in promotion.
Non-redressal of grievance.
Lack of Training and Assessment.
Lack of Manpower deployment strategy
Uneven distribution of work.
Multiplicity of reporting channels.
Absence of job rotation.
Lack of delegation of clear-cut powers.
Absence of clarity in channel of submission and level of final disposal.
Delay in implementation of administrative decision relating to service conditions.
Absence of provision for arbitration in all cases of disagreement in Department Council.
Joint Secretary (Admn.) in-charge of public grievance.
Inadequate career prospects and disparities in service condition.
Poor physical environment is working place.
Lack of support facilities like telephone, staff car, computers, etc.
Misplaced sense of economy in management of office.
Lack of housing facilities.
Lack of good medical facilities.
Lack of schooling facilities.
Lack of educational allowance to companies cost of education.
Inadequate advances for housing/conveyance etc.
Absence of provision for encashment of LTC and leave.
Inadequate TA/DA on tour.
Refusal of leave in genuine conditions.
Lack of incentives for improvement of efficiency in work place.
Lack of recognition of good work.
Unsatisfactory system of Performance Appraisal.
Long delay in disposal of disciplinary cases.
Threat to spoil CR and consequent exploitation especially of lady officials.
Absence of time limit for suspension.

84
• lsokvksa dh vusdrk vkSj var%&lsok izfrLi/kZ ls mRiUu lsok esa HksnHkkoA
• rSukrh ds fy, jktuhfrK }kjk ^^pquus** dh uhfrA
• dsUæh; lfpoky; esa iSuy ds vf/dkfj;ksa dh vfuok;Z rSukrh ds izko/ku dk vHkkoA
• iSuy cukus vkSj okLrfod rSukrh ds chp le; vUrjkyA
• fu;fer varjky ij dkMj dh leh{kk u djukA
• fof'k"V dnkpkj ds fy, 'kkfLr;ksa ds ifj.kke fu/kZj.k dk vHkkoA
• is'a ku ds Hkqxrku esa foyEcA
• ,d gh LVs'ku ij ifr vkSj iRuh dh rSukrh u gksukA
• dkedkth efgykvksa ds fy, Øsp lqfo/kvksa dk vHkkoA
• dkedkth efgykvksa ds fy, dk;kZy; le; ds ikyu esa yphysiu dk vHkkoA
• vi;kZIr dY;k.k mik;A

85
Service bias arising out of multiplicity of service and interservice rivalry,
Policy of ‘pick and choose’ by the Politician for postings.
Absence of provision for mandatory posting of empanelled officers in the Central Secretariat.
Time gap between empanelment and actual posting.
Non-review of cadre at regular intervals.
Absence of qualification of penalties for specific misconduct.
Delay in payment of pension.
Failure to post husband and wife in the same station.
Absence of crèche facilities for working women.
Absence of flexible timings for working women.
Inadequate welfare measures.

85
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
Mk- foosd vfXugks=kh] vkbZ , ,l ubZ fnYyh&110 001
vij lfpo
nwjHkk"k ,oa iQSDl% 3732133

v-'kk- la[;k ds &11011@17@2000&ih-th- fnukad% 26 twu] 2000

dsUæh; ea=kky;ksa@foHkkxksa@laxBuksa esa turk@deZpkfj;ksa ls lacaf/r f'kdk;r fuokj.k ra=k laLFkkfir djus gsrq ,d
dsUæh; ,tsUlh ds :i esa] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us f'kdk;rksa ij izHkkoh <ax ls dkjZokbZ djus]
mu ij fuxjkuh j[kus vkSj mudk fuiVku djus gsrq le;&le; ij fn'kk&funsZ'k tkjh fd;s gSaA dqN ea=kky;ksa@foHkkxksa }kjk
bl laca/ esa lansg O;Dr fd;s x;s gSa fd yksd f'kdk;rksa dk D;k vk'k; gSA blds vykok] vf/dka'k ea=kky;ksa@foHkkxksa
dk] ftudk lh/s turk ls laca/ ugha gS] ;g rdZ gS fd mudk turk ls dksbZ laidZ ugha gksrk gS vkSj blfy, mUgsa
turk ls dksbZ f'kdk;rsa izkIr ugha gksrh gSaA
2- ;g Li"V fd;k tkrk gS fd yksd f'kdk;rksa ds lanHkZ esa ^yksd* ,d iztkrh; 'kCn gS ftldk mi;ksx fofHkUu izdkj
ds LVsd&gksYMjksa ds fy;s fd;k tkrk gS] pkgs os ,sls ea=kky;@foHkkx@laxBu gksa tks fdlh vU; ea=kky;@foHkkx@laxBu
vFkok jkT; ljdkjksa] O;fDr;ksa ds lewgks]a laLFkkvksa] m|ksxifr;kas] O;kolkf;dksa] xSj&ljdkjh laxBuksa ;k turk ds lnL;ksa
dks lsok miyC/ djkrs gSa vFkok muds lkFk mldk laidZ jgrk gSA vr% muesa ls fdlh ls Hkh izkIr f'kdk;rsa ^yksd
f'kdk;rsa* ekuh tk,axhA
3- lsokfuo`Ùk@lsokjr deZpkfj;ksa ls izkIr f'kdk;rsa ^deZpkfj;ksa dh f'kdk;rksa* ds :i esa ekuh tk,axhA
Hkonh;]

gLrkñ@&
(oh-ds- vfXugks=kh)
lsok esa]
lHkh ea=kky;ksa@foHkkxksa ds la;qDr lfpo@funs'kd (yksd f'kdk;r)

86
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh& 110001
Mkñ foosd vfXugks=kh] vkbZ , ,l
vij lfpo
GOVERNMENT OF INDIA
Dr. Vivek Agnihotri, IAS
MINISTRY OF PERSONNEL PUBLIC
Additional Secretary
GRIEVANCES & PENSIONS
Tele. & Fax: 3732133 DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. K-11011/17/2000-PG Dated : 26.6.2000

The Department of Administrative Reforms and Public Grievances as the nodal agency for
institutionalising Public/staff grievances redress machinery in Central Ministries/Departments/ Organisations,
has issued guidelines from time to time for effective handling, monitoring and disposal of grievances.
Doubts have been expressed by certain Ministries/Departments regarding what constitutes "public
grievances" Further, most of the Ministries/Departments which do not deal with the public directly contend
that they have no public interface and hence do not receive public grievances.
2. It is clarified that in the context of public grievances "public" is a generic term used to indicate various
types of stakeholders, by the Ministries/Department/Organisations providing service to or having
interface with any other Ministry/Department/Organisation or State Governments or a group of individu-
als, associations, industrialists, professionals, Non-Governmental Organisations or members of the public
Hence, grievances received from any of them would constitute "public grievances".
3. Grievances received from retired/serving employees would be treated as "staff grievances".

Yours sincerely,

Sd/-
To, (V.K. Agnihotri)
JS/Dir(PG) of all Ministries/Deptts.

86
laú- ds& 11011@3@2005&ihú thú
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh] 7 flrEcj] 2005
dk;kZy; Kkiu
fo"k;% LVkiQ f'kdk;r fuokj.k iz.kkyh dks lqn`<+ cukukA

iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx }kjk lHkh ea=kky;ksa@foHkkxksa ls vuqjks/ fd;k x;k Fkk fd os LVkiQ
f'kdk;r fuokj.k ds fy, ,d lgkuqHkwfr'khy o rRdkfyd O;oLFkk LFkkfir djsaA ysfdu] ns[kus esa vk;k gS fd vusd
ea=kky;ksa ds deZpkfj;ksa ds f'kdk;rh vkosnu vHkh Hkh iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx esa izkIr gks jgs gSaA
D;ksafd deZpkfj;ksa dh f'kdk;rksa dk fuokj.k okafNr ea=kky;ksa@foHkkxksa esa ugha fd;k tk jgk blh fy, deZpkjh bl
foHkkx ls en~n ek¡xrs gSa vkSj dsUnzh; iz'kklfud vf/dj.k esa ;kfpdk,a nk;j djrs gSA laHkor% bldk ,d dkj.k ;g
Hkh gS fd dbZ ea=kky;ksa esa mudh f'kdk;rksa ij è;ku nsus ds fy, dksbZ vkSipkfjd iz.kkyh miyC/ ugha gS] vkSj u
gh muds vkosnuksa dh izxfr ds vuqoh{k.k ds fy, gh dksbZ O;oLFkk gSA
2- ;fn iz'kklu LVkiQ f'kdk;rksa ij le;c¼ o vko';d dk;Zokgh djrk gS] rks vf/d f'kdk;rksa ij ckgjh
ea=kky;ksa@foHkkxks@izkf/dj.kksa dh en~n] lsok lEcf/ar ekeyksa dks fucVkus ds fy,] ysus dh vko';drk ugha iMsxhA tgk¡
fu;e o fØ;k iz.kkyh tfVy gS] ogk¡ mUgsa ljy cukus dk iz;kl fd;k tkuk pkfg;sA LVkiQ f'kdk;r ekeyksa dk
fuokj.k djus ds fy, le;&lhek,¡ Hkh fu/kZfjr dh tkuh pkfg,A ;g vko';d gS D;ksafd fuokj.k esa nsjh ds dkj.k
gh deZpkjh vU; foHkkxksa esa ;k dksVZ esa tkrs gSaA ;g Hkh ns[kk x;k gS fd deZpkfj;ksa dh fujk'kk dk ,d dkj.k ;g
Hkh gS fd mudh f'kdk;r lquus ds fy, miyC/ ugha gksrs gSaA mudh f'kdk;rh vkosnu dh ikorh rd nsus dk
izko/ku ugha gksrk vkSj muds vkosnu ij dksbZ dk;Zokgh ugha gksrhA
3- ljdkj dh deZpkjh dY;k.kdkjh uhfr rFkk fo"k; dh fo'ks"krk dks è;ku esa j[krs gq, ;g vko';d gS fd lHkh
dsUnzh; ea=kky;ksa@foHkkxksa esa rFkk muds v/huLFk dk;kZy;ksa esa LVkiQ f'kdk;r fuokj.k iz.kkyh dh O;oLFkk lqfuf'pr
dh tk, tks fd lgkuqHkwfr iwoZd rFkk rqjar f'kdk;rksa ij fopkj dj] dk;Zokgh djsaA dk;kZy;ksa ds dk;Z {ks=k dks è;ku
esa j[krs gq, ea=kky;ksa@foHkkxksa o v/huLFk dk;kZy;ksa esa fHkUu&fHkUu iz.kkyh LFkkfir dh tk ldrh gSA ysfdu] ;g
vko';d gS fd bl iz.kkyh esa dqN U;wure lqfo/k,a gks tks fd layXu vuqcU/ esa fn;s x, gSaA
4- vuqjks/ gS fd LVkiQ f'kdk;r fuokj.k ds ekeys rRdky :i ls ns[ks tk,a] ftlds fy, LVkiQ f'kdk;r
vf/dkjh dks ukekafdr dj lfØ; cuk;k tk ldrk gSA bl vf/dkjh dks la;qDr lfpo o ofj"B vf/dkjh ls lEidZ
djus dh lqfo/k izkIr gksuh pkfg;sA blds vfrfjDr] deZpkfj;ksa }kjk ofj"B vf/dkfj;ksa dks vihy djus dh O;oLFkk
Hkh gksuh pkfg;sA

(ihú vkbZú lqozru)


vij lfpo

Hkkjr ljdkj ds lHkh ea=kky;ks@a foHkkxksa ds lfpoksa dksA

87
No.K- 11011/3/2005-PG
Government of India
Ministry of Personnel, Public Grievances & Pensions,
Department of Administrative Reforms & Public Grievances

Sardar Patel Bhavan, Sansad Marg


New Delhi, the 7th September, 2005

OFFICE MEMORANDUM

Subject : Strengthening the Staff Grievance Redress Mechanism

Department of Administrative Reforms & Public Grievances had issued instruction to all Ministries/
Departments to set up an institutionalized arrangement for dealing with the grievances of staff in a sympathetic
and prompt manner. However, it has been observed that a large number of grievances relating to service
matter are still being received in the Department of Administrative Reforms & Public Grievances.
Government employees seek outside help for redressal of their grievances and more and more employees
are resorting to litigation in the various benches of the Central Administrative Tribunals as they fail to get
proper redress from their offices. This is probably due to the fact that in many government offices there is
no formal institutionalized arrangement to redress the genuine grievances of the employees or there is no
organised system of monitoring of grievances to ensure fair and timely redressal of such grievances.
2. If the administrative response towards the grievances relating to service matters is adequate and prompt,
the majority of cases of government employees resorting to outside influence for furtherance of their
service interest will not arise. Where the rules or procedures are cumbersome, steps may be taken to
simplify them. There is also a need to fix time norms for all matters, as it is the delay in the disposal of staff
matters that most often drives employees to secure redress through outside help including approaching
different Courts. It has also been observed that employees' frustration rises from the perception of
inaccessibility and lack of concern by superior officers, failure to acknowledge and act on grievance
applications and non-involvement in departmental activities.
3. In view of the importance of the subject and the concern of the Government for ensuring welfare of its
employees, it is considered necessary that all Central Ministries/Departments as well as the offices under
their administrative control should set up an institutionalized arrangement for dealing with the grievance of
staff, sympathetically and promptly. The set up for redress of staff grievance may be according to suitability
of different organisations and may be different in different Ministries keeping in view the nature, functions
and size of the government offices. However, it is necessary that such redress machinery should have
certain essential features, as incorporated in the attached Annexure.
4. It is requested that the issues concerning the grievance of the staff may be addressed promptly and
sympathetically by activating the post of Staff Grievances Officers with exclusive mandate and access to
Joint Secretaries and above level officers. In addition, the system should also keep provisions for appeals
by employees to a higher authority.

(P.I. Suvrathan)
Additional Secretary
All Secretaries of Ministries/Departments of Govt. of India

87
vuqca/

Hkkjr ljdkj ds ea=kky;ksa@foHkkxksa esa dk;Zjr deZpkfj;ksa ds fy;s f'kdk;r fuokj.k iz.kkyh ds LFkkiu dh
eq[; vko';drk,aA

i) lHkh ea=kky;ksa@foHkkxksa esa deZpkfj;ksa dh f'kdk;rksa ds fuokj.k ds fy, ,d LVkiQ f'kdk;r vf/dkjh
(,lú thú vksú) ukfer gksuk pkfg;sA NksVs dk;kZy;ksa esa gSM vkWiQ vkfiQl ;k ml Lrj dk dksbZ vf/dkjh
;g dk;Z dj ldrk gSA ea=kky;ksa@foHkkxksa esa mi lfpo@funs'kd dks ;g dk;Z lkSaik tk ldrk gS vkSj funs'kd
(LVkiQ f'kdk;r) ?kksf"kr fd;k tk ldrk gSA

ii) lIrkg esa ,d fnu] fu/kZfjr le; ij funs'kd (LVkiQ f'kdk;r)@ ,lú thú vksú Lo;a LVkiQ f'kdk;ras
lquus ds fy, miyC/ jgus pkfg;sAa ekg esa fu/kZfjr le; ij] ,d ckj] ea=kky; lfpo ;k foHkkxh; eq[;
vf/dkjh dks deZpkfj;ksa dh f'kdk;rsa lquus ds fy, Lo;a miyC/ jguk pkfg;sA

iii) LVkiQ ls izkIr izR;sd f'kdk;rh vkosnu dks Mk;jh ;k iathÑr fd;k tkuk pkfg;s vkSj ,d i[kokM+s esa
mldk fuokj.k gks tkuk pkg;sA vkosnu dh ikorh esa gh vafdr gksuk pkfg;s fd fu.kZ; dh lwpuk fdrus
fnuksa esa nh tk,xhA

iv) funs'kd (LVkiQ f'kdk;r)@,lú thú vksú dh fo'ks"k ftEesnkjh gksxh fd f'kdk;rksa dk vuqoh{k.k
(ekuhVfjax) djsa vkSj le; lhek vuqlkj fuokj.k djok,aA lkekU;r% rhu ekg ls vf/d dksbZ f'kdk;r
cdk;k ugha jguh pkfg;sA

v) f'kdk;r ij fu.kZ; lwfpr djrs le; iz'u mÙkj ;k eqn~nk o dkj.k dks Li"V djrs gq, mÙkj nsuk pkfg;sA

vi) ;g izR;sd vf/dkjh dk dÙkZO; gS fd LVkiQ ekeyksa esa rRdky] fu"i{k vkSj fu"diV :i ls dk;Zokgh djsaA
miyC/ fu;eksa dks fu"i{k rkSj ls dk;kZfUor djuk pkfg;sA ;fn fu;eksa esa vf/dkjh ds futh fu.kZ; dk
izko/ku gks rks mldk mi;ksx bl izdkj ls gksuk pkfg;s fd nwljs deZpkfj;ksa esa og jks"k ;k vlarks"k dk dkj.k
u cusA

vii) ofj"Brk] okf"kZd osru o`f¼] lsok iqLrd dh izfof"B;ka ;Fkk le; gksuh pkfg;sa rkfd bu ekeyksa dks ysdj
deZpkfj;ksa dks lsok lEcfU/r dfBukbZ u gksA

viii) LFkkukarj.k] rSukrh o dfBu inks vkSj {ks=kksa esa rSukrh ds lEcU/ esa Li"V uhfr o fn'kkfunsZ'k gksus pkfg;saA
mnkgj.k ds fy, dfBu {ks=kks@a inks esa vf/dre 2 ls 3 o"kZ] lkekftd LFkkukarj.k Ldwy ds u, o"kZ ls] rFkk
izf'k{k.k vkSj izfrfu;qfDr ds fy, Li"V o fu"i{k uhfrA

ix) foHkkxh; inksUufr lfefr@p;u lfefr dh cSBdsa fu;fer :i ls gksuh pkfg;sa vkSj inksUufr LySDV@p;u
lwph dk iwoZ vuqeksnu gksuk pkfg;s rkfd lsokfuo`fr ;k LFkkukarj.k ls miyC/ fjfDr;ka inksUufr ls Hkjh tk
ldsaA blls inksUufr u feyus dh f'kdk;rksa dks lekIr fd;k tk ldrk gSA

88
Annexure

Essential Feature s for setting up of Grievances Redre ssal Machinery for Government
Employees working in Ministries/Departments/Offices of the Government of India.

i) Every Ministry/Department/Office should designate a Staff Grievances Officer (SGO) in the


Ministry/Department and also in their attached and subordinate, regional/zonal offices to deal
with grievances of the employees working in the respective organisation. Though in small
organisation, the Head of Office or any officer of a comparative status could function as Staff
Grievances Officer, in a Ministry/Department, an officer of the level of Deputy Secretary/
Director should be entrusted with such work and designated as Director (Staff Grievances).
ii) Director (Staff Grievances)/ SGO should make himself/herself freely available to hear the
grievances personally, at least once a week at fixed timings. Similarly, the Secretary in the
Ministries/Head of Department/Head of Department/Head of Offices should make himself/
herself available once in a month at fixed timings when employees could meet him/her in person
for redress of their grievances.
iii) Every grievance from the staff should be registered and if a final decision is not possible within
a fortnight, an acknowledgement should be sent to the applicant along with an indication as to
when he/she can expect a final reply.
iv) SGO/Director (Staff Grievances) should be specifically charged with the work of monitoring the
grievances and ensuring that timely action is taken on the same. As a matter of general rule no
grievances should be pending beyond the limit of three months.
v) As far as possible, a reasoned reply should be given while replying to the grievances submitted
by a Government employee.
vi) It should be the duty of every official to deal with the staff matters in a fair, impartial and speedy
manner. Where Rules and Regulations have already been laid down by the Government, the
same should be applied uniformly. Discretion, where permissible, should be used in a limited
number of cases and in a manner which does not lead to dissatisfaction among other employees.
vii) Existing arrangements pertaining to matters like completion of service documents, drawal of
annual increment, preparation of Seniority Lists etc. which are necessary for promotion to higher
grades should be continuously reviewed, and delays avoided so that employees do not have to
undergo hardship in service matters.
viii) In other service matters like transfers, postings in difficult areas, etc., clear-cut norms should be
prescribed. For example, laying down a limit of 2-3 years for posting in a difficult area, ordering
routine periodical transfer only at the end of the school session and providing uniform opportunities
for deputation, training, etc.
ix) Meeting of the Selection Committee/Departmental Promotion Committee should be held regularly
and a select list/approved list of officials approved for promotion prepared in advance so that
when an official is transferred or retires and vacancy is to be filled up by transfer or promotion,
the same is done promptly without affecting the work or efficiency of the organisation concerned.
This will also ensure that opportunity of timely promotion to an official next in line is not delayed
or denied which otherwise could give rise to a grievance.

88
x) futh ekeyksa esa LVkiQ vuqjks/ksa ij] tSls fd f'k{kk laLFkkuksa esa izos'k ysuk] vodk'k ds fy, vkosnu] LVs'ku
yho dk vuqjks/] eSfMdy vfxze@;k=kk vfxze] R;kSgkj vfxze] eksVjdkj o LdwVj vfxze vkfn ;k fiQj ,yú
ihú lhú] ,uú vksú lhú] Hkfo"; fuf/ [kkrk ls lEcfU/r ekeyksa ij dk;Zokgh ds fy;s le; lhek,a
fu/kZfjr gksuh pkfg;sA bl ij dk;Zokgh Hkh le;c¼ gksuh pkfg;sA rkfd deZpkjh dks ckj&ckj iwNrkN djus
esa le; O;; u djuk iM+sA lEHkor% bu dk;ksZ ds fy;s lkekU;r% ,d ;k nks lIrkg dh vf/dre le;
lhek gksuh pkfg;sA

xi) fu;a=k.k djus okys ea=kky;] tSls fd LokLF; o ifjokj dY;k.k] 'kgjh fodkl vkfn tks LokLF;
lEcfU/r o vkoklh; ekeyksa ij fu.kZ; ysrs gSa] mUgsa deZpkfj;ksa dh f'kdk;r fuokj.k ds fy, fo'ks"k
O;oLFkk djuh pkfg;sA ;gk¡ funs'kd (f'kdk;r) dks lIrkg esa ,d ckj] le;c¼ vk/kj ij] o fu/kZfjr
le; ij deZpkfj;ksa dh f'kdk;rsa fuokj.k ds fy, fo'ks"k O;oLFkk djuh pkfg;sA ;gk¡ funs'kd (f'kdk;r)
dks lIrkg esa ,d ckj] le;c¼ vk/kj ij] o fu/kZfjr le; ij deZpkfj;ksa dh f'kdk;rsa lquus ds fy,
miyC/ jguk pkfg;sA

89
x) For requests of various kinds from the staff on personal matters, like seeking admission to join
educational institutions, for grant of leave, request to leave station, advances for medical attendance/
travelling allowance, festival advance for purchase of a motor car/motor cycle, etc., issue of
LPC, issue of 'no objection certificate', transfer of GPF balance, transfer of service documents,
etc., time limits for completion of action should be fixed within which, as far as possible, the
personnel/administration section should complete the action so that the applicant does not have
to waste time on unnecessary enquiries or personal visits to the concerned sections. As far as
possible a week to two weeks should be the outer limit for deciding all such routine matters.
xi) Nodal ministries like the Ministry of Health, Ministry of Urban Development etc., which look
after the medical care and residential accommodation of all Government employees, should
make specific arrangements for redress of employees' grievances relating to their services and
designate an officer of appropriate rank as Director of Grievances who should meet Government
officials and hear their grievance once a week at fixed timings, like other Director (Staff
Grievances).

89
ç'ukoyh & II
ea=kky;ksa@foHkkxksa esa deZpkfj;ksa ls lacaf/r f'kdk;r fuokj.k ra=k ds ewY;kadu ds fy, izi=k
1- deZpkfj;ksa dh f'kdk;rksa ds lek/ku ds fy, ekStwnk ra=kA
2- D;k deZpkfj;ksa dh f'kdk;rsa jftLVjksa es@a dEI;wVj ij dsUæh; :i ls ntZ dh tkrh gSAa
3- D;k deZpkfj;ksa dh f'kdk;rksa ds fy, vf/dkjh ukfer dj fn;k x;k gS\ ;fn gka] rks mldk uke]
inuke vkSj VsyhiQksu uacjA
4- D;k ea=kky;@foHkkx ds fu;a=k.kk/hu dk;kZy;ksa@laxBuksa esa deZpkfj;ksa dh f'kdk;rksa ds fy,
vf/dkjh ukfer dj fn;s x;s gSa\ ;fn gka rks mlds fooj.k nsa (v/huLFk laxBu dk uke] irk]
VsyhiQksu uacj vkfn)A
5- D;k laHkh lacaf/rksa dh tkudkjh ds fy, deZpkjh f'kdk;r vf/dkjh dk uke vf/lwfpr@iznf'kZr
dj fn;k x;k\
6- (d) D;k deZpkfj;ksa dks feyus ds fy, dksbZ fnu@le; fu/kZfjr fd;k x;k gS\
([k) deZpkfj;ksa ds laxBuks]a ;fn dksbZ gksa] dks feyus ds fy, dksbZ fuf'pr le;kof/A
7- D;k deZpkfj;ksa ls lacaf/r fofHkUu ekeyksa] nkoksa ls lacaf/r dkjZokbZ] vfxzeks]a fpfdRlk izfriwfrZ
vkfn ds nkoksa ds fuiVku ds fy;s le;&lhek fuf'pr dh xbZ gSA
8- D;k deZpkfj;ksa dh f'kdk;rksa dh ikorh Hkstus@muds fuiVku ds fy, dksbZ le;&lhek fu/kZfjr
dh xbZ gS\
9- D;k ckj&ckj f'kdk;r gksus okys {ks=kksa dk irk yxkrs gsrq deZpkfj;ksa dh f'kdk;r dk dksbZ
fo'ys"k.k fd;k x;k gS\ ;fn gk¡ rks mlds C;kSjs D;k gSa\
10- xr ,d o"kZ ds nkjSku ikzIr gbq]Z fuiVkbZ xbZ vkjS yfacr iMh+ dep
Z kfj;kas dh f'kdk;rkas dh dy
q l[a;kA
11- fuEufyf[kr ds laca/ esa deZpkfj;ksa }kjk fiNys ,d o"kZ ds nkSjku dsUæh; iz'kklfud
vf/dj.k@U;k;ky; esa ys tk;s x;s ekeyksa dh la[;k&
(i) p;u@inksUufr
(ii) vuq'kklfud ekeys
(iii) ofj"Brk@LFkk;hdj.k
(iv) rnFkZ fu;qfDr;ka@fu;ferhdj.k
(v) nSfud fngkM+h@vkdfLed@fofu;eu
(vi) orsueku
(vii) vLFkkbZ lsok fu;e@lsok lekfIr
(viii) HkrhZ vkSj fu;qfDr
(ix) la'kks/u
(x) lsok&fuo`fÙk ij ns; jkf'k;ka
(xi) LFkkukarj.k
(xii) dksbZ vU; dkj.k
12- D;k f'kdk;rksa dh lquokbZ djus rFkk muds fuiVku ds fy;s l{ke Lrjksa ij LVkiQ vnkyrks@a vksiu
gkml l=kksa dh dksbZ O;oLFkk gS\ ;fn gka rks mlds fooj.k D;k gSaA
13- (d) D;k deZpkfj;ksa dh f'kdk;rksa dk dEI;wVjhdj.k 'kq# fd;k x;k gS\
([k) ;fn ugha rks D;k dEI;wVjhdj.k dh dksbZ xqatkb'k gS\

90
QUESTIONNAIRE - II
Proforma for Evaluation of Staff Grievances Redress Machinery in Ministries/Departments
1. Existing machinery for resolving staff grievances:-
2. Whether staff grievances are registered centrally in a register/computer?
3. Whether a Staff Grievance Officer has been nominated? If so, his name, designation
and telephone number.
4. Have Staff Grievance Officers been designated in the offices/organizations under
the control of the Ministry/Department? If yes, give their particulars (Name of
subordinate organization, address tele no. etc.
5. Whether name of the SGO has been notified/displayed for information of all
concerned?
6. (a) Whether any day/time fixed for meeting the staff and displayed?
(b) Any fixed periodicity for meeting staff associations, if any?
7. Whether time norms fixed for dealing with various personnel matters processing of
claims, requests for advances, medical reimbursement, etc.?
8. Whether Time-norms fixed for acknowledgement/disposal of staff grievances?
9. Whether any analysis of staff grievance is done to identify areas of recurrent
grievances? If so, details there of?
10. Total number of staff grievances received, disposed of and pending during the last
one year.
11. Number of cases taken by staf f to CAT/Court during the last one year relating to—
(i) Selection/Promotion
(ii) Disciplinary matters.
(iii) Seniority/Confirmation
(iv) Ad-hoc appointments/regularization
(v) Daily wages/Casual/Regulation
(vi) Scale of pay
(vii)Temporary Service Rules/Termination of service
(viii) Recruitment and Appointment
(ix) Revision
(x) Retirement dues
(xi) Transfer
(xii) Any other reason.
12. Is there any system of staff adalats/open house sessions at competent levels for
hearing and disposal of grievances? If so, details.
13. (a) Has any computerization of staff grievances been undertaken?
(b) If not, is there any scope for computerization?

90
ukxfjd ifji=k
CITIZEN'S CHARTER
vè;k; & 5

,iQ- l-a d&s12011@15@96&ih th


Hkkjr ljdkj
dkfed Z ] ykd s f'kdk;r vkjS i'asku e=akky;
(i'zkklfud l/ q kj rFkk ykds f'kdk;r foHkkx)
ljnkj iVy s Hkou] ll a n ekxZ
ubZ fnYyh
fnukad % 6 tuojh] 1997
dk;ky
Z ; Kkiu
fo"k; % ekStwnk yksd f'kdk;r fuokj.k ra=k dks lfØ; cukuk&lkoZtfud ,tsafl;ksa ds fy, ukxfjd
?kks"k.kk i=kA
v/ksgLrk{kjh dks bl foHkkx ds rkjh[k igyh ekpZ] 1988 ds dk- Kk- la-A@ikWfylh@ih th&88 (7) dk gokyk
nsus dk funs'k gqvk gS ftlesa ljdkj ds izR;sd ea=kky;@foHkkx@lkoZtfud {ks=k ds miØe@Lok;Ùk'kklh laxBu esa vkarfjd
f'kdk;r fuokj.k ra=k ds xBu ds laca/ esa foLr`r vuqns'k tkjh fd;s x, FksA eaf=keaMy lfpo us vf/dka'k lkoZtfud
,tsfUl;ksa }kjk bu vuqns'kksa dk ikyu fd, tkus ds uSeh vkSj mRlkgghu rjhds ds izfr vkSj foyEc] lwpuk ds vHkko
vkSj lHkh Lrjksa ij deZpkfj;ksa ds vlarks"ktud joS;s ds izfr turk ds c<+rs vlarks"k ij viuh fpUrk O;Dr dh gSA
2- gkykafd vc vkarfjd f'kdk;r fuokj.k ra=k lHkh ea=kky;ksa@foHkkxksa esa LFkkfir fd;k tk pqdk gS fiQj Hkh yksd
f'kdk;rksa ds 'kh?kz fuiVku esa vkSj iz.kkyh dh deh vFkok tu&vlarks"k esa deh ykus esa bldh dkjxrk y{; ds vuq#i
ugha gSA lalnh; LFkk;h lfefr us ea=kky;ks@a foHkkxksa }kjk f'kdk;r dks fuiVkus ds uSeh rjhds dks xaHkhjrk ls fy;k gSA
vr,o ea=kky;ksa@foHkkxksa ds f'kdk;r fuokj.k ra=k dh dk;Zi.z kkyh dh bl n`f"Vdks.k ls le;&le; ij leh{kk dh xbZ
gS rkfd bl iz.kkyh dks lqn`<+ djus vkSj turk dh vko';drkvksa ds fy, bls vf/d mÙkjnk;h cukus ds mik;ksa dk
irk yxk;k tk ldsA
3- bl vuqns'k dks fiQj ls nksgjk;k tkrk gS fd iz'kklu dks vkSj vf/d mÙkjnk;h cukus ds fy, vkarfjd f'kdk;r
fuokj.k ra=k dks vis{kkÑr vf/d lqn<` + djus ds fy, fuEufyf[kr dne mBk, tkus pkfg,A bls iz/kuea=kh th }kjk
ukxfjdksa ds vuqdwy ljdkjh ra=k ds iwjs ekeys dh tkap dh ?kks"k.kk ds lanHkZ esa egRo fn;k x;k gS vkSj lHkh foHkkxksa
esa ukxfjd&?kks"k.kki=k ds fl¼kUrksa dks ykxw fd;k x;k gS%&
(i) izR;sd cq/okj dks dM+kbZ ls ,sls fnu ds :i esa fu;r fd;k tkuk pkfg, ftl fnu dksbZ cSBd u j[kh tk,A
ukefufnZ"V vf/dkjh ;k mlds ofj"B v/huLFk dks rkRdkfyd izdkj dh f'kdk;rksa ds fy, bl fnu ;k fdlh
vU; fnu fu/kZfjr ?kaVksa esa miyC/ jguk pkfg,A
(ii) Lokxr vf/dkfj;ksa] lqj{kk deZpkfj;ksa vkSj pijkfl;ksa dks ml fnu ds laca/ esa mi;qDr vuqns'k fn, tkus
pkfg, ftl fnu dksbZ cSBd ugha j[kh tk,xh rkfd os tu izfrfuf/;ksa dks iwoZ le; fn, fcuk gh vf/dkfj;ksa
ls feyus nsAa bu vuqns'kksa dks ea=kky;@foHkkx ds i;Zos{k.kk/hu lEc¼ dk;kZy;ksa vkSj lkoZtfud ,tsfUl;ksa ds
laca/ esa Hkh ykxw fd;k tkuk pkfg,A
(iii) funs'kd (f'kdk;r) dk uke] inuke] dejk la[;k] VsyhiQksu la[;k] Lokxr d{k vkSj dk;kZy; Hkou@
ea=kky;ksa es]a vU; lqfo/ktud LFkkuksa ij iznf'kZr fd;k tkuk pkfg,A
(iv) Lokxr d{k esa ,d rkykcan f'kdk;r isVh j[kh tkuh pkfg, vkSj 'kh?kz dkjZokbZ ds fy, izfrfnu [kksyh tkuh
pkfg,A
(v) f'kdk;rksa ds 'kh?kz fuiVkus ds fy, funs'kd (f'kdk;r) dks 3 ekg ls vf/d le; ls yafcr ekeyksa ds
dkxtkrksa@nLrkostksa dks eaxkus ds fy, fufgr 'kfDr;ksa dk ckjEckj iz;ksx djuk pkfg, vkSj mls ea=kky;@foHkkx
ds lfpo vFkok foHkkx@laxBu ds izeq[k ds vuqeksnu ls fu.kZ; ysuk pkfg,A
93
CHAPTER & 5
F. No. K-12011/15/96-PG
Government of India
Ministry of Personnel, Public Grievances and Pensions
(Department of Administrative Reforms and Public Grievances)
Sardar Patel Bhavan, Sansad Marg,
New Delhi
Dated : 6 th January, 1997
OFFICE MEMORANDUM
Subject:— Activating the existing Machinery for Redressal of Public Grievances—Citizen’s
Charter for Public Agencies.
The undersigned is directed to refer to this Department’s O.M. No. 1/PLCY/PG-88(7), date the 1st
March, 1988 in which detailed instructions regarding setting up of the Internal Grievance Redressal
Machinery in each Ministry/Department/public sector undertaking/autonomous organisation of the
Government were issued. The Cabinet Secretary has expressed his concern about the routine and
lackadaisical manner in which these instructions are observed by most public agencies, and the growing
dissatisfaction of the public about delays, lack of information and unsympathetic attitude of officials at all
levels.
2. While the Internal Grievance Redressal Machinery has now come to be established in all Ministries/
Departments, its effectiveness in settling public grievances expeditiously and in reducing systemic
deficiencies or public dissatisfaction has not been upto the mark. The Parliamentary Standing Committee
has taken a serious view of the routine manner in which grievances are handled in Ministries/Departments.
The functioning from time to time with a view to devising measures for strengthening it and making it
more responsive to the needs of the public.
3. It is reiterated that the following steps should be taken to further strengthen the Internal Grievance
Redressal Machinery in the interest of promoting responsive administration. This acquires significance in
the context of the announcement of the Prime Minister for examination of the entire scene of Citizen-
friendly Government machinery and the introduction of the principles of Citizen’s Charter in all
Departments:—
(i) A meetingless day on every Wednesday should be observed strictly. The designated officer
or his/her immediate subordinate should be accessible on this day and for emergent complaints
at stipulated hours on other days.
(ii) The receptionists, security personnel and peon should be given suitable instructions about
the meetingless day so as to allow the members of the public to meet officers without prior
appointment. This should be enforced also in respect of all the attached offices and public
agencies under the supervision on the Ministry/Department.
(iii) The name, designation, room number, telephone number etc., of the Director of Grievances
should be displayed prominently at the reception and other convenient places in the office
buildings/ministries.
(iv) A locked complaint box should be placed at the reception and opened each day for expeditious
action.
(v) In the interest of expeditious disposal of grievances, the Director of Grievances should
exercise more frequently the powers vested in him to call for papers/documents of cased
pending for more than 3 months, and take decisions with the approval of the Secretary of
the Ministry/Department or Head of the Department/Organisation.

93
(vi) izR;sd f'kdk;r&;kfpdk ds izkIr gksus ij nks lIrkg ds vanj mldh ikorh Hksth tkuh pkfg, rFkk mlesa
ml deZpkjh ds uke] inuke vkSj VsyhiQksu ua- dk mYys[k fd;k tkuk pkfg, tks ml ekeys ij dkjZokbZ
dj jgk gSA
(vii) ea=kky;ksa@foHkkxksa dks izeq[k f'kdk;r&laHkkfor {ks=kksa dk irk yxkus vkSj ,slh f'kdk;rksa dh iqujko`fÙk dks de
djus ds fy, lq/kjkRed mik;ksa dks viukus dh n`f"V ls f'kdk;rksa dk fo'ys"k.k djuk pkfg,A
(viii) ea=kky;ksa@foHkkxksa@lkoZtfud {ks=k ds miØeksa@Lok;Ùk'kklh laxBuksa esa f'kdk;r fuokj.k ra=k ds gksus ds laca/
esa O;kid izpkj fd;k tkuk pkfg,A
(ix) ljdkj ds izR;sd ea=kky;@foHkkx@,tsUlh }kjk fu;fer :i ls lekpkj i=kksa ds f'kdk;r dkWye dh tkap dh
tkuh pkfg, rkfd os vius ls lacaf/r ekeyksa dks dkjZokbZ ds fy, ys ldsa vkSj le;c¼ vk/kj ij muds
fuokj.k ds fy, rqjUr dkjZokbZ dh tk lds vkSj dh xbZ dkjZokbZ dks lekpkj i=k esa izdkf'kr fd;k tk ldsA
(x) lsok&fØ;kdykiksa ls lacaf/r vkosnuks@a vuqjks/ksa ds fuiVku ds fy, le;&ekud] ftuds vk/kj ij turk
ea=kky;@foHkkx ls laidZ djrh gS] fu;r fd, tkus pkfg, vkSj mUgsa bl izdkj ls izdkf'kr fd;k tkuk pkfg,
fd turk ls laidZ esa lq/kj vkSj vf/d tokcnsgh lqfuf'pr dh tk ldsA O;oLFkk laca/h =kqfV;ksa vkSj ,d
gh {ks=k esa ckj&ckj f'kdk;rsa mRiUu gksus dh fLFkfr ij rRdky lq/kjkRed dkjZokbZ dh tkuh pkfg,A
(xi) jsyos tSls foHkkxksa }kjk fu/kZfjr ekxZn'khZ fl¼kUrksa ds vk/kj ij deZpkfj;ksa dh f'kdk;rksa ds fuokj.k ds fy,
izR;sd ea=kky;@foHkkx@dk;kZy; esa ,d ^^deZpkjh&f'kdk;r&vf/dkjh** ukefufnZ"V fd;k tkuk pkfg, vkSj
fu;fer deZpkjh vnkyrksa dks yxkus dh laHkkoukvksa dk irk yxkuk pkfg,A
(xii) f'kdk;r lq/kj&ra=k vkSj mPp&Lrjh; ekWuhVfjax dks lqn`<+ fd;k tkuk pkfg, rkfd =kqfV;ksa esa lq/kj dh
dkjZokbZ ds fy, dk;kZy; esa gh ra=k ekStwn gksA f'kdk;rksa vkSj izfØ;kvksa ds laca/ esa iz;ksDrk vkSj ukxfjd
lewgksa ds chp fu;fer ckrphr dh laHkkoukvksa dk irk yxk;k tkuk pkfg,A
(xiii) bl foHkkx dks Hksth tkus okyh visf{kr fjiksVks±@fooj.kksa dks ;Fkk fu/kZfjr Hkstk tkuk pkfg,A
(xiv) ;fn yksd vnkyrksa@deZpkjh vnkyrksa dk igys xBu ugha fd;k x;k gS rks mudk xBu fd;k tkuk pkfg,
vkSj turk rFkk deZpkfj;ksa ,oa is'a kuHkksfx;ksa dh f'kdk;rksa ds 'kh?kz fuiVku ds fy, izR;sd frekgh esa ;s
vnkyrsa yxkbZ tkuh pkfg,A
(xv) laxBu dks turk ds vkSj vf/d vuqdwy cukus ds fy, izfØ;kvksa esa vfuok;Z ifjorZuksa dh fliQkfj'ksa djus
ds n`f"Vdks.k ls tu&laidZ ds {ks=kksa dh tkap ds fy, lkekftd ys[kk ijh{kk iSuy ;k blh izdkj ds vU;
ra=k dk ;fn xBu ugha gqvk gS rks mudk xBu fd;k tk,A
(xvi) f'kdk;rksa dks vuqjks/ksa] lq>koksa] vkjksiksa vkSj mu ekeyksa ls i`Fkd fd;k tkuk pkfg, ftudh dkuwuh rjhds
ls fuokj.k djus dh vko';drk gksrh gS vkSj bl foHkkx dh lykg ds vuqlkj f'kdk;rksa dh dEI;wVjhÑr
ekWuhVfjax gksuh pkfg,A
(xvii) f'kdk;r&fuokj.k O;oLFkk dks fuEure Lrj rd ds {ks=kh; dk;kZy;ksa esa fodsUæhÑr fd;k tkuk pkfg, vkSj
dk;kZy; esa gh ewY;kadu dh lgHkkxh iz.kkyh esa f'kdk;r dk fuokj.k gks tkuk pkfg,A
(xviii) tgka dgha laHko gks vkosnuksa ds fuiVku dks ljy vkSj dkjxj cukus ds fy, yksd&laidZ ds fdlh LFkku
ij ,dy f[kM+dh iz.kkyh LFkkfir fd;k tk,A bl izdkj igpku fd, x, {ks=kksa dh lwpuk bl foHkkx dks
nh tk,A
(xix) laxBu dh visf{kr izfØ;k dks vf/lwfpr djus ds fy, lqxE; laidZ LFkku ij lacaf/r O;fDr;ksa ds fy,
iqLrdk,a@isEiysV~l miyC/ djk, tk,aA tgka dgha vko';d gks izrh{kk lwph] izfØ;k laca/h tkudkjh ds fy,
dEI;wVjhÑr iwaN&rkN dsUæ LFkkfir fd, tk,aA
(xx) ,e-Vh-,u-,y- dks yksd f'kdk;r fuokj.k vf/dkfj;ksa ls lacaf/r Mk;jsDVjh dh izfof"V;ksa dks vyx ls
vf/lwfpr djuk pkfg,A

94
(vi) Each grievance petition must be acknowledge within two weeks of receipt, alongwith an
indication of the name, designation and telephone number of the employee who is processing
the case.
(vii) Ministries/Departments should analyse grievances received by them, with a view to identifying
the major grievance-prone areas and take corrective measures to reduce recurrence of
such grievances.
(viii) Wide publicity should be given about the grievance redressal machinery in the Ministries/
Departments/public sector undertakings/autonomous organizations.
(ix) The grievances column of the newspapers should be regularly examined by each Ministry/
Department/agency of Government for picking up cases which related to it and quick action
should be taken for their redressal on a time-bound basis and for publicizing the action
taken.
(x) Time norms for disposal of applications/request for services/activities which bring the public
in contact with the Ministry/Department should be fixed and advertised so as to ensure
improved public interface and greater accountability. Systemic deficiencies and centralization
leading to recurring grievances should be taken up for urgent corrective action.
(xi) A Staff Grievance Officer (SGO) should be designated in every Ministry/Department/Office
to deal with grievances of the employees on the lines done by Departments like Railways
and the possibility of holding regular Staff Adalats can be pursued.
(xii) The feedback mechanism and high levels monitoring of grievance should be strengthened,
so that there are in-built mechanisms for steps to correct deficiencies. The scope for regular
dialogue with user and Citizen groups on grievances and procedures should be pursued.
(xiii) Reports/returns required to be sent to this Department should be sent as prescribed.
(xiv) Lok Adalats/Staff Adalats should be constituted if not already constituted and held every
quarter for quicker disposal of public as well as staff grievances and pensioners’ grievances.
(xv) Social Audit Panel or such other machinery, if not already constituted may please be constituted
for examining areas of public interface with a view to recommending essential changes in
procedures to make the organisation more people friendly.
(xvi) Grievances should be segregated from those which are requests, suggestions, allegations
and matters requiring legal redress and built into computerized monitoring as advised by this
Department.
(xvii) Grievance redressal should be decentralized to the lowest possible field formations with
built in participative systems of evaluation.
(xviii) A Single Window System may be established at points of public contact, wherever possible
at points of public contact wherever possible to facilitate disposal of applications. Areas so
identified may be intimated to this Department.
(xix) Booklets/pamphlets may be made available to the customer at easily accessible contact
point to notify requisite procedures of the organisation computerized enquiry centers for
writing lists, information on procedures, etc. may be set-up wherever necessary.
(xx) MTNL should be notified separately about directory entries pertaining to Public Grievance
Redressal Officers.

94
(xxi) laxBu dh okf"kZd dk;Z ;kstuk vkSj okf"kZd fjiksVZ esa yksd vkSj deZpkjh f'kdk;r fuokj.k ra=k ds laca/ esa
tkudkjh nh tkuh pkfg,A rFkk yksd@deZpkfj;ksa dh f'kdk;rksa dh izkfIr vkSj fuiVku ds lkaf[;dh C;kSjs fn,
tkus pkfg,A
(xxii) yksd f'kdk;r fuokj.k ra=k dh dk;Z&iz.kkyh dks ekuhVj fd;k tkuk pkfg,A iz.kkyh dh dkjxjrk dks
lqfu'pr djus ds fy, ofj"B vf/dkfj;ksa dks dqN izfr'kr f'kdk;rksa (yxHkx 3 ls 5 izfr'kr) dh tkap
djuh pkfg,A
4- lHkh ea=kky;ksa@foHkkxksa ls vuqjks/ gS fd os mi;qZDr vuqns'kksa dk dM+kbZ ls vuqikyu lqfuf'pr djsa vkSj bl i=k ij
dh xbZ dkjZokbZ dh fjiksVZ bl foHkkx dks Hkstas rkfd lesfdr fjiksVZ eaf=keaMy lfpoky; dks Hksth tk ldsA
5- Ñi;k bl Kkiu dh izkfIr dh lwpuk nsAa

gLrkñ@&
(ih-,l-,- lqna je)
vij lfpo (, vkj vkSj Vh)
VsyhiQksu % 3732133
lsok esa
lHkh ea=kky;@foHkkx

95
(xxi) The Annual Action Plan and Annual Report of the organisation should reflect the public and
staff grievance redressal machinery and the statistical details of receipt and disposal of
public /staff grievances.

(xxii) The working of the public grievances redressal machinery should be monitored. Further, a
small percentage of complaints (about 3 to 5 per cent) should be enquired into by Senior
Officers to ensure efficacy of the system.

4. All Ministries/Departments are requested to ensure strict compliance with the above instructions and
report action taken on the letter, so that a consolidated report may be sent to the Cabinet Secretariat.

5. The receipt of this memorandum may kindly be acknowledged.

Sd/-
(P. S. A. Sundaram)
Additional Secretary (AR&T)
Tele: 3732133.

To
All Ministries/Departments

95
vij lfpo (, vkj vkSj Vh)
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
Hkkjr ljdkj
ljnkj iVst Hkou] laln ekxZ] ubZ fnYyh&110001
ADDITIONAL SECRETARY (A R & T)
Mkú ihú ,lú ,ú lqanje DEPARTMENT OF ADMINISTRATIVE
DR. P.S.A. SUNDARAM REFORMS & PUBLIC GRIEVANCES
nwjHkk"k% 23094848 GOVERNMENT OF INDIA
iSQDl% 23092432 SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

vú 'kkú laú ds&12015@3@96 yksú f'kú fnukad% 8 tuojh] 1997

fo"k;% ukxfjd pkVZj&eaf=keaMy lfpoky; ls i=k

lanHkZ % eaf=keaMy lfpo dk v/Z 'kkldh; i=k la[;k 501@6@4@96 lh, oh fnukad 2 tuojh] 1997

fiz; Jh

;g i=k eSa vkidks blfy, fy[k jgk gw¡ rkfd eaf=keaMy lfpo }kjk fnukad 11&11&96 dks cqykbZ xbZ cSBdksa
esa gqbZ ppkZ] tks fd iz'kklu dks izHkkoh o vuqfØ;k'khy cukus ds fy, tokcnsgh] ikjnf'kZrk o dk;Zdq'kyrk tSls eqn~nks
ij gqbZ Fkh] mlds lEca/ esa vkidks voxr djk ldw¡A gky gh esa iz/ku ea=kh us bl vko';drk ij ”kksj fn;k gS fd
gj ea=kky; esa ukxfjd pkVZj o ukxfjd dsfUnzr dk;Z fof/ gksuh pkfg;sA lfpoksa dh lfefr us ;g fu.kZ; fy;k gS
izR;sd ea=kky;@foHkkx }kjk ukxfjd fgrS"kh iz.kkfy;k¡ cukbZ tk,a ftUgsa ukxfjd izi=k@ ukxfjd pkVZj }kjk izpkfjr fd;k
tk,A blls ukxfjdksa dks nh tkus okyh lsokvksa dh xq.koÙkk esa o`f¼ gksxhA vkjaHk ds fy, ;g fu.kZ; fy;k x;k gS fd
izR;sd ea=kky;@foHkkx vius mu dk;Z {ks=kksa dks vyx djs ftuesa ukxfjdksa ls vf/d lEidZ djus dh vko';drk iM+rh
gS fiQj ,sls lHkh {ks=kksa ds ea=kky; ds ukxfjd pkVZj esa 'kkfey fd;k tk,] vkSj muesa lsok vkiwfrZ dh xq.koÙkk esa
lq/kj ds fy,] NksVh vof/ o yEch vof/ ds fy, y{;ksa dks fu/kZfjr fd;k tk,] vkSj dk;Z fof/ dks ljy cuk;k
tk,A y{; fu/kZfjr gksus ds ckn mUgsa izpkfjr fd;k tk,A
2- yksd lsokvks dks tu dsfUnzr cukus ds fy,] ukxfjd pkVZj dh ,d izfr vki ds ea=kky; foHkkx dks gekjs
lela[;d v/Z'kkldh; i=k fnukad 16&12&96 }kjk Hksth xbZ Fkh vkSj vuqjks/ fd;k x;k Fkk fd vius ea=kky; ds
tu laidZ dk;Z {ks=kksa dh lwpuk bl foHkkx dks fnukad 30&12&96 rd HkstsaA ,d i=k] miHkksDrk&dk;Z o lkoZtfud
forj.k foHkkx dks Hkh Hkstk x;k FkkA
3- tSlk fd eaf=keaMy lfpo u pkgk gS eS vkHkkjh gksšxk ;fn vki vius ea=kky;@foHkkx ds tulaidZ ds 2 ;k 3
dk;Z&{ks=k vafdr djsa vkSj mUgsa ukxfjd pkVZj ds :i esa ,d ekg esa cuk nsaA bl dk;Z ds fy, vki fo'ks"k xzqi laxfBr
dj ldrs gSa ftuesa miHkksDRkk laxBu] fo'ks"kK] lsokfuo`r yksd lsod] vkfn 'kkfey gksa rkfd ;s lq/kj yksxks dh

96
vij lfpo (, vkj vkjS Vh)
i'zkklfud l/q kj vkjS ykds f'kdk;r foHkkx
Hkkjr ljdkj
ljnkj iVys Hkou] ll a n ekx]Z ubZ fnYyh& 110001
ADDITIONAL SECRETARY (A R &T)
Mk- ih- ,l- ,- lnaqje DEPARTMENT OF ADMINISTRATIVE
DR. P.S.A. SUNDARAM REFORMS & PUBLIC GRIEVANCES
Tele.: 3732133, 3732546 GOVERNMENT OF INDIA
Fax: 3732133 SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D.NO. No. K-12015/3/96-PG Dated : 8th January, 97

Subject: Citizen's Charter- Communication from Cabinet Secretariat.

Ref.:- Cabinet Secretary’s D.O. No. 501/6/4/96-CA V dated 2nd January, 1997.

Dear Shri

I am writing this to you consequent to the discussions in the meetings convened by Cabinet Secretary
on 11.11.96 and 13.12.96 in the context of the Debate on effective and responsive administration covering
transparency, accountability and efficiency in Government. The Prime Minister and recently expressed
the need for department-wise exercises on citizen-friendly procedures and Citizen's Charter. The Committee
of Secretaries has decided that each Ministry/Department may evolve its own series of consumer/citizen
friendly, initiatives and publicise them in the form of Citizen's Charter so as to improve the overall quality
of services provided by them. To start with, it was decided that each Ministry/Department should identify
areas which have wide pubic interface in which the Charter could be introduced and implemented. They
may also identify short and long term moving targets for improving services and simplifying procedures.
Once the areas and targets are fixed, they could then be publicized widely.
2. With a view to making the public services people-oriented, a copy of the citizens’ Charters was forwarded
to your Ministry/Department vide our d.o. letter of even no. dated 16.12.96 with the request to identify
areas which have wide public interface and inform to this Department by 30.12.96. A letter was also
issued by the Department of Consumer Affairs and Public Distribution.
3. I shall be grateful if at least 2-3 specific areas of public interface in your Ministry/Department in which
the charter could be introduced in 1997 are identified and the Charters framed within a month’s time as
desired by the Cabinet Secretariat. For identifying the areas and framing the Charter, you may like to set
up review groups consisting of consumer organization, experts, retired public servants and others so as to
ensure that the reforms proposed actually meet the needs of the people. The requirements of computerization

96
vko';drkvksa dks iwjk dj ldsA dEi;wVjhdj.k dh vko';drkvksa rFkk vU; t:jh ph”kks dh vki dh vko';drkvksa
ij tkudkjh Hkh vo'; Hkstsa rkfd mUgsa ihú bZú ,lú ch ds vè;{k ds v/hu laxfBr fo'ks"kK; xzqi ds le{k j[kk
tk ldsA
4- 31 tuojh 1997 rd mÙkj ds fy, eSa vkHkkjh gksÅ¡xk rkfd laxfBr fjiksVZ eaf=keaMy lfpo dks Hksth tk ldsA

lknj]

Hkonh;]

gú@&
(ihú ,lú ,ú laqnje)
lwph vuqlkj lHkh ea=kky;ksa@foHkkxksa ds lfpoksa ds izfr%
1- vij lfpo(isa'ku) isa'ku rFkk isa'kulZ dY;k.k foHkkx] dks bl vuqjks/ ds lkFk fd isa'ku lEcU/h dk;Z
fof/ dks lqn`<+ djs D;ksafd vf/dre f'kdk;rsa blh {ks=k dh gksrh gSA
2- lfpo] miHkksDrk&dk;Z vkSj lkoZtfud forj.k foHkkx
3- laa;qDr lfpo (bZ)] dkfeZd ,oa izf'k{k.k foHkkxA

gú@&
(ihú ,lú ,ú laqnje)

eaf=keaMy lfpo Jh Vhú ,lú vkjú lqczef.k;u }kjk Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa ds lfpoksa dks Hkstk x;k
vú 'kú iú la 501@6@4@96 lhú ,ú oh fnukad 2&1&97 dh izfrA

fiz; lfpo]

tSlk fd vki dks Kkr gS] uoEcj 1996 esa ¶izHkkoh vkSj vuqfØ;k'khy iz'kklu¸ fo"k; ij vk;ksftr eq[; lfpoksa
ds lEesyu esa dbZ egRoiw.kZ laLrqfr;ka nh xbZ ftuls lsok vkiwfrZ esa yxs fofHkUu laLFkkuksa esa tokcnsgh vkSj ikjnf'kZrk
lqfuf'pr dh tk ldsxhA
2- ,d fo'ks"k {ks=k ftlesa izkFkfedrk ds vk/kj ij] pj.k c¼ rjhds ls dk;Zokgh djus dk fu.kZ; fy;k x;k gS og
gS ukxfjd izi=kksa }kjk yksd lsokvksa esa ukxfjd ds vf/dkjksa ds fy, ekun.M cukuk] lsok dh xq.koÙkk
fu/kZfjr djuk] lwpuk nsus dk {ks=k fu/kZfjr djuk o bu dk izpkj djuk lkFk gh yksd f'kdk;rksa ds fuokj.k dh fof/
dks ljy cukuk] le;c¼ :i ls fuokj.k djuk] rFkk lsok dk;Z ds Lora=k ewY;kdau dk izko/ku cukuk Hkh 'kkfey
gSA
3- bl dk;Z dks iwjk djus ds fy, ;g vko';d gS fd izR;sd ea=kky;@foHkkx vkSj vU; yksd laLFkkuksa esa ukxfjd
pkVZj cukus dk dk;Z fd;k tk,A blesa ea=kky;@foHkkx dk dk;Z {ks=k] HkkSxksfyd {ks=k] miHkksDrk xzqi] lsokvksa ds fy,

97
and other inputs in this regard may be indicated and these will be remitted to an expert group set up under
Chairman, PESB.

4. I shall be grateful for a reply by 31st January, 1997 in order to enable this Department to submit a
consolidated report to the Cabinet Secretariat.

Regards,

Yours sincerely,

Sd/-
(P.S.A. Sundaram)

Secretaries of all Ministries/Departments


(as per list enclosed)

Copy to:

1. Additional Secretary (Pensions), Department of 'Pension and Pensioners' W ’ elfare with the request
that as majority of the grievances relate to retirement dues, the machinery in this regard may please
be strengthened.

2. Secretary, Department of Consumer Affairs and Public Distribution.

3. JS(E), Department of Personnel & Training

Sd/-
(P.S.A. Sundaram)

Copy of the D.O. communication No. 501/6/4/96-CA V dated 2.1.97 from Shri T.S.R. Subramanian,
Cabinet Secretary to all Ministries/Departments, Government of India regarding formulation of Citizen's
Charters.

Dear Secretary,

You are aware that in the Conference of Chief Secretaries held in November, 1996 on ‘An Effective
and Responsive Administration’ a number of important recommendations were made for ensuring
accountability and transparency in the agencies engaged in providing services to the people.
2. One of the specific areas in which action has to be initiated on priority basis is the phased introduction
of the concept of Citizen's Charter incorporating essentially citizen’s entitlement to public services, wide
publicity of standards of performance, quality of services, access to information. Simplified procedures of
complaints, time bound redressal of grievances and provision for independent scrutiny of performance.
3. In order to accomplish this task, it is necessary that each Ministry/Department and its public agencies
should work out its own Citizen’s Charter and related actions in terms of the nature of work, and more
importantly, the client groups, geographical spread, nature of regulatory functions and paid-for services. It
short-term/moving targets for improved public satisfaction and efficient performance through systems
orientation, work place changes, use of alternate providers, citizen’s partnerships, etc. An in-built machinery

97
nh tkus okyh jkf'k] o fu;a=k.k izca/ 'kkfey gSaA izHkkoh lsok fØ;k ds fy, mldh xq.koÙkk esa lq/kj ds NksVh vof/
o yEch vof/ ds y{;] dk;kZy;ksa dk okrkoj.k] lsok nsus okys xzqiksa esa fofHkUurk ykuk] ukxfjdksa ls lq>ko ysuk vkfn
lfEefyr gSaA pkVZj o O;oLFkk ds vkWfMV dh vkarfjd iz.kkyh cukukA cukus ds ckn bu {ks=kksa dk mfpr izpkj djuk
rFkk ubZ O;oLFkk lHkh dks lwfpr gks ldsA blds fy;s vko';d gS fd miHkksDrk laLFkkuksa] ukxfjd xzqiks]a fo'ks"kKksa] lsok
fuo`Ùk yksd lsodksa dks Hkh bl izfØ;k esa 'kkfey fd;k tk, rkfd lq/kj okafNr yksxks dh t:jrksa dks iwjk dj ldsaA
4- vuqjks/ gS fd vius ea=kky;@foHkkx ds fy, ,d dk;Zny cuk, tks fd ukxfjd laxBuksa rFkk miHkksDrk
izfrfuf/;ksa@xzqiksa ds lg;ksx ls Åij nh xbZ dk;Zokgh dks lfØ; djsA
5- vkids }kjk dk;Zokgh ds fy, cukbZ xbZ dk;Z ;kstuk dh ,d izfr iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx ,oa
eaf=keaMy lfpoky; dks Hkh HkstsaA

Hkonh;]
gú@&
(Vhú ,lú vkjú lqczef.k;e)

98
should also be set up for system audit and Charter principles. Once the areas/activities sought to be
improved/streamlined have been identified, adequate aware of the proposed changes. It is desirable that
consumer organizations, citizens’ groups, experts, retired public servants and others are involved in this
process so as to ensure that the reforms introduced actually meet the needs of the people.
4. I would like you to set up a Task Force within your Ministry/Department which could be assisted by
field agencies and representatives of consumer groups to formalize a set of immediate actions, on the
above lines. The Department of Administrative Reforms and Public Grievances and Consumer Affairs
and PDS can assist the Task Force, as may be required.
5. A report on the action programme drawn up by the may sent to the Department of Administrative
Reforms and Public Grievances by 31st January, 1997 under intimation to this Secretariat.

Yours sincerely,

Sd/-
(T.S.R. Subramainan)

98
vij lfpo
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
Hkkjr ljdkj
ljnkj iVst Hkou] laln ekxZ] ubZ fnYyh&110001
Mkú ihú ,lú ,ú lqanje ADDITIONAL SECRETARY (AR & T)
DR. P.S.A. SUNDARAM DEPARTMENT OF ADMINISTRATIVE
nwjHkk"k% 3732133] 3732546 REFORMS & PUBLIC GRIEVANCES
iSQDl% 3732133 GOVERNMENT OF INDIA
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

vú 'kkú iú laú
Mhú vksú ,uvksú laú ds&12015@3@96 yksú f'kú fnukad% 29 vizSy] 1997

fiz;]

gesa izlUurk gS fd vkids ea=kky;@foHkkx dks ukxfjd izi=k dks vafre :i fn;k tk jgk gSA eaf=keaMy lfpo
us bPNk tkfgj dh gS fd mlesa nh xbZ lHkh izfrcn~/rkvksa dks lfØ; cukus ds ckn] ukxfjd izi=k dks izdkf'kr dj]
mldk izpkj fd;k tkuk pkfg;sA
2- vki bl ckr dks ljgk,xsa fd bl le; ea=kky;@foHkkxksa }kjk NksV&NksVs ysfdu fn[kkbZ nsus okys ifjorZuksa dh
vko';drk gS] fo'ks"kdj vf/uLFk dk;kZy;ksa esaA ukxfjd ifji=k esa ,slh tkudkjh gksuh pkfg;s] ftlesa xq.koÙkk
vk/kfjr lsok rFkk y{; vk/kfjr dk;Z iz.kkyh dk fooj.k gks ftlds }kjk f'kdk;rksa dk fuokj.k gksrk gksA vki ds
}kjk laxfBr dk;Z xzqi] bl lEca/ esa dh xbZ dk;Zokgh rFkk yk, x, ifjorZuksa dh leh{kk djrk jgsxkA eaf=ke.My
lfpo dh vè;{rk esa ,d dksj xzqi Hkh izi=k ij gqbZ dk;Zokgh dh leh{kk djrk jgsxkA
3- izi=k esa nh tkus okyh xq.koÙkk vk/kfjr lsok izfØ;k lfØ; gksuh pkfg;sA blfy;s csgrj gksxk fd igys] nh tk
ldus okyh lsok Lrj dks izi=k esa izLrqr fd;k tk, vkSj /hjs&/hjs mls lqn`<+ cuk;k tk,A yEch vof/ esa vU; o
vf/d lsok,a Hkh miyC/ djkbZ tk ldrh gSA ukxfjd izi=k dh lsokvksa ds xq.koÙkk Lrj dks ij[kus ds fy,] vki
^Vªk;y* Hkh dj ldrs gSA ukxfjd ifji=k dh eq[; ckrksa dks ,d i`"B ds lkjka'k ds :i esa lwpuk iVy vkfn ij
iznf'kZr fd;k tkuk pkfg;sA vki ukxfjd ifji=k dks izpkfjr djus ds fy, ekè;e Hkh pqusa vkSj mlds mfpr izpkj
ds fy, ihú vkbZú vksú ls Hkh jk; ysaA
4- VkLdiQkslZ ds ekxZn'kZu ds fy, ,d pkVZj pSd lwph rFkk lkekU; ekxZ funs'kksa dh izfr D;k djuk gS] D;k ugha
dh lwph ds lkFk layXu ik,aA
5- eq[; eaf=k;ks dk lEesyu fudV Hkfo"; esa vk;ksftr djuk gSA vr% ;g vko';d gS fd 15&5&1997 es ukxfjd
ifji=k dks vafre :i ns dj izpkfjr dj fn;k tk,] vkSj bldh lwpuk bl foHkkx dks ns nh tk,A
6- eSa vkHkkjh jgw¡xk ;fn vkius ukxfjd ifji=k dh ,d izfr] rFkk mlds muqoh{kk ds fy, O;oLFkk vkfn dk fooj.k
eq>s Hkst nsaA bl i=k dk varfje mÙkj Hkh nsus dh Ñik djsaA
Hkonh;
(ihú ,lú ,ú lqUnje)
Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa ds lfpoksa dks

99
vij lfpo
i'zkklfud l/q kj vkjS ykds f'kdk;r foHkkx
Hkkjr ljdkj
ljnkj iVys Hkou] ll a n ekx]Z ubZ fnYyh&110001
ADDITIONAL SECRETARY (AR &T)
Mk- ih- ,l- ,- lnaqje DEPARTMENT OF ADMINISTRATIVE
DR. P.S.A. SUNDARAM
REFORMS & PUBLIC GRIEVANCES
Tele.: 3732133, 3732546
GOVERNMENT OF INDIA
Fax: 3732133
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D.O.NO. No. K-12015/3/96-PG Dated : 29-04-97

Dear,

We are happy to note that the Citizen's Charter for your Ministry/Department has been finalized. It is
now desired by Cabinet Secretariat that it may be widely publicized after giving it a final shape, and after
ensuring the implement ability of all the commitments.
2. You will appreciate that the requirement initially is for small, highly visible changes, particularly at the
cutting edge of the organization. The document should contain information and commitments in tangible
terms relating to description of services offered, quality standards, targets of performance and procedure
for grievances redressal. The Task Force set up by you may continue to monitor the performance and
take up procedural changes, capacity building, motivation of staff etc. A core group under the Cabinet
Secretary will periodically review the progress.
3. The standards of services offered must essentially be workable. It is, therefore, desirable to being with
conservative and achievable standards which can subsequently be made increasingly stringent. Additional
services can be added as part of a long term plan. You may like also to have a trial run to assess its
functional viability. A single-page charter, which can be framed for display at information counters and all
visible public interface locations, would be ideal. The P.I.O. may be approached for appropriate publicity
besides other channels of publicity you may decide.
4. Please find enclosed an illustrative check list for implementation of the charter, a copy of the General
Structure guidelines and of the list of Dos and Donts to assist your Task Force with the finalization of
charter.
5. A Conference of Chief Ministers is proposed to be held in the near future. It will be appropriate that the
Citizen's Charter may be finalized and due publicity given before the conference by 15.5.97, under intimation
to this office.
6. I shall be grateful for you reply at the earliest enclosing the final charter, monitoring arrangements etc
and the publicity given. An interim response to this letter is requested.

With regards,
Yours sincerely,

Sd/-
(P.S.A. Sundaram)
All Secretaries of Ministries/Departments of Govt. of India

99
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001

MkWú foosd dsú vfXugks=kh] vkbZ-,-,l


vij lfpo

vú 'kkú i=k laú ,iQ&12014@1@2000&ihúthú fnukad% 31 tuojh] 2000

fo"k; % ukxfjd ifji=k

fiz; Jh]

tSlk fd vki dks fofnr gS o"kZ 1996 ls ljdkj esa ¶izHkkoh vkSj vuqfØ;k'khy iz'kklu¸ ij ,d erSD; cuk
gS] ftl dk mPpfcUnq fnukad 24 ebZ 1997 dks vk;ksftr eq[; ea=kh lEesyu FkkA bl lEesyu esa dbZ egRoiw.kZ fu.kZ;
fy, x, ftu ls turk dks lsok,a miyC/ djkus okyh ljdkjh laLFkkvksa esa ikjnf'kZrk ,oa tokcnsgh ykbZ tk ldsA
izkFkfed rkSj ij ukxfjd ifji=k ij vk/kfjr lsok,a miyC/ djkus dk fu.kZ; fy;k x;k gSA blls lsok dh xq.koÙkk]
tkudkjh dh miyC/rk] f'kdk;rksa ds fuokj.k ds fy, ljy iz.kkyh] xq.koÙkk o lsok ekudksa dk izpkj] le;c¼ :i
ls f'kdk;rksa dk fuokj.k] rFkk lsok iz.kkyh dk Lora=k o ckgjh laoh{kkA ;g Hkh r; fd;k x;k fd jkT; ljdkjsa Hkh
ukxfjd ifji=k dks viuk,xh rkfd ukxfjdksa dks ukxfjd&eS=kh iz'kklu gj Lrj ij miyC/ djk;k tk ldsA gekjh
tkudkjh ds vuqlkj bl izdkj dh igy fnYyh] gfj;k.kk] rkfeyukM] fgekpy izns'k] jktLFkku] xksvk o ikSfMpSjh dh
ljdkjksa us dh gSA

2- eq>s fo'okl gS fd vki dh ljdkj us Hkh bl ekeys esa igy vkjEHk dj nh gksxhA vkSj vc rd ,sls foHkkxksa
dk] ftuesa vf/d tu lEidZ gksrk gS] dk ukxfjd ifji=k cuk fy;k x;k gksxkA eSa vkHkkjh jgwxka ;fn vki tkudkjh
dk laf{kIr fooj.k eq>s HkstsaA vc rd cuk, x, ukxfjd ifji=kksa dh lwph ds lkFk ifji=kksa dh 5 izfr;ka Hkh bl foHkkx
dks HkstsaA ;fn ifji=k dsoy {ks=kh; Hkk"kkvksa esa gS rks mudk vaxzsth vuqokn Hkh miyC/ djk,¡A

3- ;fn ukxfjd ifji=kksa dks vHkh rd vafre :i ugha fn;k x;k gS] rks eSa vkHkkjh jgw¡xk ;fn bl lEcU/ esa dk;Zokgh
'kh?kz iwjh dh tk,] fo'ks"kdj vf/d tulEidZ okys foHkkxksa esaA ukxfjd ifji=kksa ds eq[; fu;e] ekud] o lkekU;
fn'kkfunsZ'kksa ij ,d fooj.k Hkh layXu ik,aA blds fy, D;k&2 djuk gS vkSj D;k ugha djuk gS] bldh lwph Hkh layXu
gSA vki bl ckr ls lger gksaxs fd loZizFke vko';drk bl ckr dh gS fd NksVs exj vf/d izHkko okys lq/kj ds
dne igys mBk, tk,a fo'ks"kdj ukxfjdksa ds lEidZ esa vkus okys LFkkuksa ijA ifji=k esa tkudkjh ,oa opucn~/rk Bksl
Lrj dh gksuh pkfg, ftlesa miyC/ djkus okyh lsok,a ekih tk ldsa vkSj f'kdk;rksa ds fuokj.k ds fy, iz.kkyh Li"V
gksA xq.koÙkk dk Lrj ,slk gksuk pkfg, ftls fd iwjh rjg ls miyC/ djk;k tk ldsA blfy, vko';d gS fd ,sls

100
Hkkjr ljdkj
dkfed Z ykds f'kdk;r rFkk i'asku e=akky;
i'zkklfud l/ q kj vkjS ykd
s f'kdk;r foHkkx
ljnkj iVy s Hkou] lla n ekxZ
ubZ fnYyh&110001
Dr. Vivek K. Agnihotri, IAS GOVERNMENT OF INDIA
Additional Secretary MINISTRY OF PERSONNEL PUBLIC GRIEVANCES
& PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D. O. No. F. 12014/1/2000-PG(CC) Dated : 31.01.2000

Subject: Citizen's Charters

Dear Shri,
As you are aware, from 1996 onwards a consensus has emerged in Government on “An Effective and
Responsive Administration” culminating in the Chief Ministers’ Conference on 24 May, 1997. A number
of important decisions were taken for ensuring accountability and transparency in agencies engaged
accountability and the people. It was decided to initiate action on a priority basis for the introduction of
Citizen's Charters services, wide publicity of standards of performance, quality of services, access to
information, simplified procedures for complaints, time-bound redressal of public grievances and provisions
of independent scrutiny of performance. It was also agreed that State Governments would adopt Citizen's
Charter principles for provident a more citizen-friendly administration at all levels. As per our information,
initiative in this regard has been taken by the Governments of NCT of Delhi, Haryana, Tamil Nadu,
Himachal Pradesh, Rajasthan, Goa and the Union Territory of Pondicherry.
2. I am sure that your Government must have taken initiatives in this regard and would have, by now,
formulated and operationalised Citizen's Charters of the Departments with a large public interface. I shall
be grateful if you could kindly give a brief status note indicating the initiatives taken in this regard. List of
Charters prepared so far alongwith 5 copies of each of the Charters may also be sent to this Department.
In cases the Charters are only in local language, it is requested that English translation of the same may
also be provided.
3. In case, however, Charters have not yet been finalized, I shall be grateful if you could take action to
formulate Citizen's Charters in respect of Departments having a large public interface. Please find enclosed
a concept Note on basic principles of Citizen's Charters, Model and general structure guidelines, and a list
of Do’s and Dont’s for implementing the Charter. You will appreciate that the requirement initially is for
small, highly visible changes, particularly at the cutting edge of the organization. The document should
contain information and commitments in tangible terms relating to information and commitments in tangible
terms relating to description of services offered, quality standards, targets of performance and procedure
for grievance redressal. The standards of services offered must essentially be workable. It is, therefore,
desirable to begin with conservative and achievable standards which can subsequently be made increasingly

100
ekud tks iwjs fd, tk ldsa] dsoy mUgsa gh ifji=k esa 'kkfey fd;k tk,A ckn esa bu ekudksa dks /hjs&2 c<+k;k tk
ldrk gSA vfrfjDr lsok,a Hkh ,d yEch vof/ dh ;kstuk vuqlkj 'kkfey dh tk,aA ifji=k esa 'kkfey lsokvksa dk
,d ^Vªk;y&ju* Hkh djsaA ,d i`"B esa ifji=k dh eq[; ckrsa Hkh izpkfjr djsa budh lwpuk ¶lwpuk dkmUVj¸ ij Hkh
miyC/ djk,aA ;fn vU; dkmUVj gSa tgk¡ tu lEidZ gksrk gks] rks ogk¡ Hkh ifji=k ds ckjs esa lwpuk nsaA

4- bl ckjs esa mBk, x, dneksa dh tkudkjh eq>s Hkstus ds fy, eSa vki dk vkHkkjh jgw¡xkA
lknj]
Hkonh;]
gLrkú
(ohú dsú vfXugks=kh)

lsok esa]
p;fur foHkkxksa dks lwph vuqlkjA

101
stringent. Additional services can be added as part of a long-term plan.You may also like to have a trial
run to assess its functional viability. A single-page Charter, which can be framed for display at information
counters, which can be framed for display at information counters and all visible public interface locations,
would be ideal.

4. I shall be grateful if we are kept informed about the various initiatives taken by your Government in this
regards.

With Regards,
Yours sincerely,

Sd/-
(V.K. Agnihotri)
To,
Selected Deptts. as per list

101
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
MkWú foosd vfXugks=kh] vkbZ-,-,l GOVERNMENT OF INDIA
vij lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kú i=k la[;k ,iQ&12014@1@2000&ihú thú (lh-lh-) fnukad% 17 ebZ] 2000

fiz; Jh

Ñi;k esjs fnukad 31 tuojh 2000 ds lela[;d v/Z'kkldh; i=k dk lanHkZ ns[ksa ftlesa ukxfjd ifji=kksa dks
cukus rFkk dk;kZUo;u djus dh ckr dgh xbZ FkhA lkFk gh eSaus ukxfjd ifji=k ds ewy fu;eksa ij ,d ldsanz.k uksV
Hkh Hkstk Fkk ftlds lkFk lkekU; fn'kk&funsZ'k o D;k djuk gS D;k ugha dh lwph Hkh FkhA

2- bl lEca/ esa ;g crkuk gS fd dkfeZd] yksd f'kdk;r o isa'ku ea=kky; ls lEcfU/r lalnh; LFkk;h lfefr us viuh
16 oha fjiksVZ esa ;g laLrqfr dh gS fd ftu jkT;ksa dsUnz 'kkflr izns'kksa esa ukxfjd ifji=k vHkh rd ugha cuk, x, gS
mUgsa ifji=k cukus ds fy, euk;k tkuk pkfg;sA

3- bl fn'kk esa vle] vaMeu o fudksckj }hi] fnYyh] xksok] gfj;k.kk] fgekpy izns'k] ikSafMpSjh] jktLFkku] rfeyukMq
o mÙkj izns'k esa igy dh tk pqdh gSA eq>s fo'okl gS fd vkidh ljdkj Hkh bl lEcU/ esa dk;Zokgh dj jgh gksxh]
vkSj vc rd ukxfjd ifji=kksa esa ykxw djok fn;k x;k gksxkA eSa vkHkkjh jgw¡xk ;fn bl ckjs esa ,d fooj.k vki eq>s
Hkst ldsaA 5 izfr;ksa ds lkFk ukxfjd ifji=kksa dh lwph Hkh fHktok,aA ;fn ukxfjd ifji=k dsoy jkT; dh {ks=kh; Hkk"kkvksa
esa izdkf'kr fd, x, gaS rks mudk vaxzsth vuqokn Hkh HkstsaA

5- ;fn ifji=kksa dks vc rd cuk;k ugha x;k gS rks rRdky vf/d tu lEidZ okys foHkkxksa ds ifji=k cukus dh
dk;Zokgh vkjEHk djus dh d`ik djsaA bl ckjs esa lalnh; LFkk;h lfefr us lykg nh fd vf/d ls vf/d
yksxksa@ukxfjdksa dh lykg ys dj ifji=kksa dks rS;kj fd;k tk,A ekxZ&funsZ'kksa esa Hkh LVkiQ ds yksxksa vkSj foHkkx dh
lsokvksa ds miHkksDrkvksa dh lykg ysus dh ckr dgh xbZ gSA

6- lekpkj&i=kksa] jsfM;ks o nwjn'kZu ds ekè;eksa ls ukxfjd ifji=kksa dk izpkj Hkh fd;k tkuk gSA okf"kZd fjiksZVksa] vkarfjd
if=kdkvksa vkfn esa Hkh ukxfjd ifji=kksa ds ckjs esa crk;k tkuk pkfg;sA bl foHkkx }kjk Hkh ifji=kksa ds ckjs esa izpkj
fd;k x;k gS vkSj ifji=kksa ds lEidZ vf/dkfj;ksa dks Hkh lwfpr fd;k x;k gSA ,uúvkbZúlhú }kjk lHkh ukxfjd ifji=kksa

102
Hkkjr ljdkj
dkfedZ ykds f'kdk;r rFkk i'asku e=akky;
i'zkklfud l/q kj vkjS ykd
s f'kdk;r foHkkx
ljnkj iVy s Hkou] lla n ekxZ
ubZ fnYyh& 110001
Mkñ food
s vfXugk=skh] vkbZ-,-,l- GOVERNMENT OF INDIA
vij lfpo MINISTRY OF PERSONNEL PUBLIC GRIEVANCES
Dr. Vivek K. Agnihotri, IAS & PENSIONS
Additional Secretary DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D. O. No. F. 12014/1/2000-PG(CC) Dated : 17.05.2000

Dear Shri
Please refer to my d.o. letter of even number dated 31st January, 2000 regarding formulation, and
implementation of Citizen's Charter in your State/UT for levels, alongwith which I had forwarded a
Concept Note on basic principles of Citizen's Charters, Model & general structure guidelines and a list of
do’s and don’ts for implementing the charter.

2. In this connection it is pointed out that the Parliamentary Standing Committee for the Ministry of
Personnel, Public Grievances and Pensions in its Sixteenth Report has recommended that all those
States/Union Territories who have not formulated Citizen's Charters be persuaded to do so.

3. Initiatives in this regard has already been taken by the Governments of Assam, Andaman & Nicobar
Islands, NCT of Delhi,Goa, Haryana, Himachal Pradesh, Madhya Pradesh, Pondicherry, Rajasthan,
Tamil Nadu, and Uttar Pradesh.

4. I am sure that your Government must have taken initiatives in this regard and would have, by now
formulated and operationalised Citizen's Charters of the Departments with a large public interface. I
shall be grateful if you could kindly give a brief status note indicating the initiatives taken in this regards.
List of Charters prepared so far alongwith 5 copies of each of the Charters may also be sent to this
Depatt. In case Charters are only in local language, it is requested that English translation of the same
may also be provided.

5. In case, however, Charters have not yet been finalized, I shall be grateful if you could take immediate
action to formulate citizen's charters in respect of the Departments having a large public interface. In this
regard the Parliamentary Standing Committee has suggested that widest possible consultation should be
undertaken with the users while formulating the Charters. The Guidelines also provide for consultation
with staff members as well as users of the service.

6. Wide publicity of the Charters framed by your Government through Newspapers, TV/radio, In house
magazines, Annual Reports etc. should also be ensured. In this regard I would like to mention that
publicity has also been given by this Department regarding Charters and their contact offices. NIC is

102
ds fy, ,d oSclkbV Hkh cukbZ tk jgh gSA vki ls Hkh vuqjks/ gS fd cuk, x, ifji=kksa dks foHkkx dh osclkbV ij
izpkfjr djsaA izn'kZu ds fy, cukbZ xbZ oSclkbV dk ;wúvkjú,y gS http://omega.delhi.nic.in/demo/charter.

7- lalnh; LFkk;h lfefr dh fo'ks"k fVIi.kh dks è;ku esa j[krs gq,] eS vkHkkjh jgw¡xk ;fn vki ukxfjd ifji=kksa dks
dk;kZUof;r djus esa 'kh?kzrk yk,a vkSj bl dh lwpuk gesa nsa fd vkidh ljdkj us bl ckjs esa D;k igy dh gSA

Hkonh;]

gLrkú
(ohú dsú vfXugks=kh)

Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa ds eq[; lfpoksa dksA

103
also setting up a website for all Citizen's Charters. You are also requested to put the Charters on the
websites of concerned Departments. The URL of the demo website of the NIC is http://omega.delhi.nic.in/
demo/charter.

7. In view of the specific observations of the Parliamentary Standing Committee, I shall be grateful if you
expedite the formulation of Citizen's Charters and inform us about the various initiatives taken by your
government in this regard.

Yours sincerely,

Sd/-
(V.K. Agnihotri)

All Chief Secretaries of all Ministries/Departments

103
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx]
ljnkj iVsy Hkou] laln ekxZ]
ubZ fnYyh&110001
MkWú foosd vfXugks=kh] vkbZ-,-,l GOVERNMENT OF INDIA
vij lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS,
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES,
SARDAR PATEL BHAVAN, SANSAD MARG,
NEW DELHI-110001

vú 'kkú i=k la[;k ,p&18013@2@2000&ihú thú (lhlh) fnukad% 25 ebZ] 2000

fiz; Jh

Ñi;k esjs fnukad 8 tuojh 1997 ds vú 'kú i=k la[;k ds&12015@3@96&ihú thú dk voyksdu djsa ftlesa
dsUnzh; ljdkj ds lHkh ea=kky;ksa@foHkkxks ls vuqjks/ fd;k x;k Fkk fd ukxfjd ifji=k dks cukdj mudk dk;kZUo;u
fd;k tk,A le;&le; ij bl foHkkx }kjk fn'kk&funsZ'k tkjh fd, tk pqds gSa fd ukxfjd ifji=kksa dks cukrs le;
LVkiQ o miHkksDrkvksa ls fopkj&foe'kZ Hkh fd;k tkuk pkfg;sA bl ea=kky; ls lEcfU/r lalnh; LFkk;h lfefr us viuh
16oha fjiksVZ esa laLrqfr dh gS fd ifji=kksa dks lwpukFkZ ukxfjdksa o yksxksa ds izfrfuf/;ksa dks miyC/ djok;k tkuk
pkfg;sA
2- eSa ,d ckj fiQj ls ukxfjd ifji=kksa ij ekud fn'kk funsZ'k o lkekU; lajpukRed fn'kk&funsZ'kksa dh izfr;ka o ^D;k
djuk gS D;k ugha* dh lwph vkSj pSdfyLV Hkst jgk gw¡ rkfd vki dks irk yxs fd ,d vPNk ifji=k dSlk gksuk
pkfg;sA lalnh; LFkk;h lfefr ds funs'kksa dks dk;kZUof;r djus ds fy, vki budk mi;ksx dj ldrs gSAa
3- eSa vkHkkjh jgw¡xk ;fn vki vius ifji=kksa dks ukxfjdksa o muds izfrfuf/;ksa dks lwpukFkZ Hkstsa vkSj bl foHkkx ds
fn'kk&funsZ'kksa ds vuqlkj mudk iqu% voyksdu djsaA
4- LFkk;h lfefr us ;g Hkh dgk gS fd bl le; ukxfjd ifji=kksa ds ckjs esa tkudkjh cgqr lhfer gSA blfy, budk
izpkj foKkiu] jsfM;ks] Vhú ohú] lekpkj i=kksa vkfn }kjk fd;k tkuk pkfg;sA vki ls vuqjks/ gS fd ukxfjd ifji=kksa
dks vius foHkkxksa dh osclkbVksa ij Hkh iznf'kZr djsaA ,uúvkbZúlhú dh izn'kZu oSclkbV dk ;wúvkjú,yú gS
http://omega.delhi.nic.in/demo/charter. gSA pkVZj dks ,d Bksl :i esa iznf'kZr djus ds fy, vki ,d lwpuk
lqfo/k dsUnz [kksyus ij Hkh fopkj djsaA
5- fnukad 20&6&2000 rd mi;ZqDr ckrksa ij dh xbZ dk;Zokgh dh lwpuk bl foHkkx dks HkstsaA
Hkonh;]
gLrkú
(ohú dsú vfXugks=kh)
Hkkjr ljdkj ds lHkh ea=kky;ks@a foHkkxksa ds lfpoksa dksA

104
Hkkjr ljdkj
dkfedZ ykds f'kdk;r rFkk i'asku e=akky;
i'zkklfud l/q kj vkjS ykd
s f'kdk;r foHkkx
ljnkj iVy s Hkou] lla n ekxZ
ubZ fnYyh&110001
Dr. Vivek K. Agnihotri, IAS GOVERNMENT OF INDIA
Additional Secretary MINISTRY OF PERSONNEL PUBLIC GRIEVANCES
& PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D. O. No. H-18013/2/2000-PG(CC) Dated : 25.05.2000

Dear Shri
Kindly refer to my d.o. letter No. K-12015/3/96-PG dated 8th January, 97 regarding formulation and
operationalisation of Citizen's Charter by various Central Government Ministries, Departments and
Organizations. From time to time this Departments and Organisations. From time to time this Department
has issued guidelines for formulation of Charters which contain provisions for consulting staff as well as
users. The Parliamentary Standing Committee for this Ministry, in its sixtieth report, has desired that the
Citizen's Charters formulated so far should be made available to the public including representative of
people for information and review.
2. I am once again enclosing the Model Guidelines and General Structure Guidelines for formulating
Citizen's Charter, Dos and Don’t’s for implementing the charter and a checklist for what makes a good
Charter. You may refer to them to carry out the directions of the Parliamentary Standing Committee in
reviewing the Charter.
3. I would be grateful if you could please make your Citizen’s Charter available to the public including
representatives of people for information and review in the light of guidelines issued by this department.
4. The Standing Committee also observed that general awareness about Charters is inadequate and
requires publicity through Television, Radio, Newspapers, advertisements or posters/flyers/newsletters.
You are also requested to place your Citizen's Charter on your website. NIC is setting up a website for all
Citizen's Charters. The URL of the demo website of the NIC is http://omega.delhi.nic.in/demo/charter.
To provide a visible face to the charter you may consider opening of a Information and Facilitation
Counter too.
5. The action taken on each of the items above may please sent to this Department by 20.6.2000.

Yours sincerely,

Sd/-
(V.K. Aginihotri)

All Secretaries of Ministries/Departments of Govt. of India

104
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
MkWú foosd vfXugks=kh GOVERNMENT OF INDIA
vij lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú i=k la[;k ,p&18013@2@2001&ihú thú (lhlh) fnukad% 21 ebZ] 2001

fiz; Jh

x`g ea=kky; ls lEcfU/r lalnh; LFkk;h lfefr us] ea=kky; ds dk;ksZ dh leh{kk djrs gq,] ukxfjd ifji=kksa ij
dh xbZ igy ij fuEufyf[kr laLrqfr dh gS%&
(i) izfrfuf/;ksa }kjk nh xbZ izfriqf"V ds vk/kj ij dk;kZy;ksa }kjk nh tkus okyh lsokvksa esa lq/kj yk;k tkuk
pkfg;sA vius ukxfjd ifji=k cukrs o iqu% voyksdu djrs le; dk;kZy;ksa }kjk] izfrfuf/;ksa dks lfEefyr
djus ds rjhds fudkyus pkfg;sA
(ii) lfefr ds er esa ifji=kksa ds iqu% voyksdu ij mfpr è;ku ugha fn;k tk jgkA vr% muds iqu% voyksdu
o dk;kZUo;u djus rFkk miHkksDrkvksa dh n`f"V ls ns[kus ij lfefr us ”kksj fn;k gSA
(iii) lfefr ds fopkj esa ifji=kksa dk izpkj vko';d gS rkfd turk dks miyC/ lsokvksa ds ckjs esa tkudkjh feys
vkSj yksx vius lq>ko Hkh ns ldsaA ;fn vko';d gks rks miHkksDrk laLFkkvksa ls ppkZ,a Hkh vk;ksftr dh tk
ldrh gS rkfd ftEesnkj o tokcns; iz'kklu dh Nfo Li"V gksA
2- bl foHkkx us dbZ ekxZ funsZ'k tkjh fd, gSaA le;&le; ij bl ckr ij Hkh tksj fn;k gS fd ukxfjd ifji=kksa dks
izpkj ehfM;k] esa lekpkj&i=kksa esa foKkiu }kjk] iksLVj] iSeÝySV vkfn }kjk fd;k tkuk pkfg;sA ifji=kksa dks ,d
vkanksyu dk :i nsus ds fy, vki izpkj ds lkFk&lkFk lsfeukj cSBdsa ppkZ,a Hkh vk;ksftr dj ldrs gSaA ifji=kksa dk
dk;kZUo;u Hkh iwjh rjg ls gksuk pkfg;sA
3- ifji=kksa ij ukxfjdksa o miHkksDrkvksa dh izfriqf"V ysus dh O;oLFkk Hkh gksuh pkfg;s bl O;oLFkk ls izfrfuf/;ksa ds
lq>ko o fVIif.k;ka Hkh izkIr dh tk ldrh gS vkSj mUgsa ifji=kksa ds iqu% voyksdu ds le; è;ku esa Hkh j[kuk pkfg;s
rkfd ukxfjdksa ds izfrfuf/;ksa }kjk crkbZ xbZ dfe;ksa dks nwj fd;k tk ldsA
4- eS vkHkkjh jgw¡xk ;fn 30 twu 2001 rd vkids foHkkx }kjk dh xbZ dk;Zokgh dh lwpuk eq>s Hkst ldsa rkfd lfefr
dks vkxkeh lwpuk nh tk ldsA
Hkonh;]
lHkh jkT;ksa@dsUnz 'kkflr izns'kksa dks gLrkú
(ohú dsú vfXugks=kh)

105
Hkkjr ljdkj
dkfedZ ykds f'kdk;r rFkk i'asku e=akky;
i'zkklfud l/q kj vkjS ykd
s f'kdk;r foHkkx
ljnkj iVy s Hkou] lla n ekxZ
ubZ fnYyh&110001
Dr. Vivek K. Agnihotri GOVERNMENT OF INDIA
Additional Secretary MINISTRY OF PERSONNEL PUBLIC GRIEVANCES
& PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D. O. No. H-18013/2/2001/PG(CC) Dated : 21 May 2001

Dear Shri

Parliamentary Standing Committee on Home Affairs, while reviewing the functioning of this Ministry
has made the following observations/recommendations regarding the implementation of the Citizen’s
Charter initiatives:-
(i) That the feedback of the users must be assessed by the Organisations providing services in the
light of suggestion received from the representatives of the people. The concerned organization
must strive to find method to ensure the participation of representatives of people in formulation
as well as evaluation of Citizen’s Charter.
(ii) The Committee is of the view that review of implementation of Charter is not given proper
attention and, therefore, recommends that evaluation aspect of implementation of Charters
from customer-point of view must be given due stress and importance.
(iii) The Committee feels that publicity of Charters is very essential to make the general public aware
about its existence and utility, which would help in soliciting their feedback given adequate publicity,
if required, open discussions with the users of services of organizations may be resorted to make
it a visible instrument for achieving responsible and responsive administration.
2. This Department has issued various guidelines in this regard from time to time emphasizing the need to
give wide publicity about the Citizen’s Charter through electronic media, newspapers advertisements,
posters, flyers, pamphlets etc. You may like to ensure that the Charter movement in your Organisation is
given adequate publicity through the conventional methods and also organize seminars/workshops/open
house discussions with the users of services of your Organisation to ensure proper implementation of the
Charter.
3. You may also like to evolve a feedback mechanism to ensure proper evaluation of the implementation
of the Charter from the customer point of view. Such mechanism should ensure participation from the
representatives of the people and their observations/suggestions should be taken into consideration while
evaluating the Charter so as to rectify the defects pointed out by the representatives of the people.
4. I would be grateful if you could take immediate steps in this regards and inform this Department of
Action Taken on each of the recommendations by 30 June, 2001 so as to enable us to inform the Committee
accordingly.

Yours sincerely,

All States Govts./UTs Sd/-


(V.K. Agnihotri)

105
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ubZ fnYyh&110001
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
,lú ,lú }kjk AND PENSIONS
lfpo NEW DELHI-110001
nwjHkk"k% 23092056
23094848
iQSDl% 23092432
vú 'kkú i=k laú ,p&18013@2@2003&ihúthú (lhlh) fnukad% 27 ebZ] 2003

fiz; lfpo]

x`g ea=kky; ls lEcfU/r lalnh; LFkk;h lfefr us ukxfjd ifji=kksa ij dh xbZ igy dh leh{kk djrs gq,
fuEufyf[kr laLrqfr;k¡ dh gS%&
¸dsUnz ljdkj ds ea=kky;ksa@foHkkxksa vkSj jkT;ksa o dsUnz 'kkflr izns'kksa }kjk fudkys x, ukxfjd ifji=kksa dh la[;kvksa dks
ns[krs gq,] lfefr ;g laLrqfr djrh gS fd ljdkj }kjk rs”kh ls bl dk;Zokgh ds ihNs yxk jguk pkfg;s vkSj ftu
ea=kky;ksa@foHkkxksa o jkT;ksa vkSj dsUnz 'kkflr izns'kksa us vc rd ifji=k ugha cuk, gSa muds }kjk ifji=k cuok, tkus
pkfg;sa_ cus gq, ifji=kksa dh izfr;ka lHkh laln lnL;ksa dks fHktokbZ tkuh pkfg;sa vkSj tc lkalnksa ds lq>koksa }kjk 'kklu
esa lq/kj ykuk pkfg;sA¸
2- bl foHkkx us dbZ fn'kk&funsZ'k tkjh fd;s gSa vkSj le;&le; ij ”kksj fn;k gS fd yksxksa ds izfrfuf/;ksa dks ifji=kksa
esa lq/kj ykus ds fy, ,d O;oLFkk cukbZ tkuh pkfg;sA lalnh; LFkk;h lfefr dh laLrqfr dks è;ku esa j[krs gq, vki
Ñi;k ;g lqfuf'pr djsa fd ukxfjd ifji=kksa dh izfr;ka lHkh lkalnksa dks Hksth tk,aA ;fn vki ds dk;kZy;ksa ds ifji=k
vHkh rd izdkf'kr ugha gq, gSa] rks le;c¼ rjhds ls mUgsa izdkf'kr dj mudh izfr;ka lkalnksa dks lq>ko nsus ds fy,
HkstsAa
3- blds fy, rRdky dh xbZ dk;Zokgh dh lwpuk bl foHkkx dks 31 tqykbZ] 2003 rd Hkstsa rkfd lfefr dks lwfpr
fd;k tk ldsA

lknj]

Hkonh;]
gLrkú
(,lú ,lú }kjk)
Hkkjr ljdkj ds lHkh ea=kky;ksa@foHkkxksa dks

106
Hkkjr ljdkj
dkfed
Z ykd
s f'kdk;r rFkk i'asku e=akky;
ubZ fnYyh&110001
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL PUBLIC GRIEVANCES
S. S. Dawra & PENSIONS
lfpo NEW DELHI-110 001
Secretary
Tele: 23092056
23094848
Fax: 23092432

D. O. No. H-18013/2/2003/PG(CC) Dated : May 27, 2003

Dear Secretary,

Parliamentary Standing Committee on Home Affairs while reviewing the functioning of this
Ministry has made the following observations/recommendations regarding the implementation of the
Citizen’s Charter initiative:-
“While taking note of the number of Citizen’s Charters brought out by Central Government Ministries/
Departments and States/UTs, the Committee recommends that the Government should vigorously pursue
with the concerned Ministries/Departments and States/UTs who have not brought out their Citizen’s
Charters, Copies of Citizen’s Charters framed by Ministries/Departments need to be given to all Members
of Parliament as and when they are prepared to elicit their suggestions for effective improvements in
governance”.
2. This department has issued various guidelines in this regard from time to time emphasizing the need to
evolve a mechanism to ensure participation from the representatives of the people in formation and
implementation of Citizen’s Charters. Keeping in view the specific recommendations of the Parliamentary
Standing Committee, you may please ensure that copies of the Citizen’s Charters already framed by your
Ministry/Department and Organisations are given to all the Members of Parliament. In case the Citizen’s
Charters have not been formulated, that should be done in a time-bound manner and then sent to the
Members for obtaining their suggestions.
3. I would be grateful if you could take immediate steps in this regards and inform this Department of the
action taken by 31 July, 2003 so as to enable us to inform the Committee accordingly.

With regards,

Yours sincerely

Sd/-
(S. S. Dawra)

All Ministries/Deptts. of Govt. of India

106
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
ihú vkbZú lqozru AND PENSIONS
vij lfpo DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú i=k laú ,iQ&12012@4@2003&ihúthú (lhlh) fnukad% 30 tqykbZ] 2004

fiz; Jh@Jherh

tSlk fd vki dks Kkr gS] ukxfjd ifji=k ,d ,slk midj.k gS ftl ls tu lsok dh xq.koÙkk esa lq/kj yk;k
tk ldrk gS] ukxfjdksa o miHkksDrkvksa dh vko';drkvksa vkSj bPNkvksa dks iwjk fd;k tk ldrk gS] vkSj laLFkk dh
lsok ds fy, Li"V ekud cuk, tk ldrs gSaA iz/kuea=kh dh vè;{krk esa ebZ 1997 esa vk;ksftr eq[; eaf=k;ksa ds lEesyu
esa ¶izHkkoh ,oa mÙkjnk;h iz'kklu¸ cuk;k x;k Fkk ftlesa vU; eqn~nksa ds vykok ukxfjd ifji=kksa ij fo'ks"k è;ku nsus
dh ckr Fkh rkfd dsUnzh; ljdkj ds ea=kky;ksa@foHkkxksa@laLFkkvksa }kjk ukxfjd&eS=kh o tokcns; tu lsok miyC/ djkbZ
tk ldsA
2- iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx }kjk lHkh dsUnzh; ea=kky;ksa@foHkkxksa@laLFkkvksa esa ukxfjd ifji=k cukus
o dk;kZfUor djus ds dk;Z dk leUo; fd;k tk jgk gSA jkT;ksa o dsUnz 'kkflr izns'kksa esa Hkh bl dk;Zokgh ds fy,
ekxZ funsZ'k tkjh fd, tk pqds gSaA
3- Hkkjr ljdkj esa] lfpo] dkfeZd] yksd f'kdk;r o isa'ku dh vè;{krk esa ,d ^dksj xzqi* laxfBr fd;k x;k gS
tkss fu;fer :i ls ukxfjd ifji=kksa dh leh{kk djsxk vkSj ifji=kksa ds izHkkoh dk;kZUo;u dks ekWuhVj djsxkA izR;sd
ea=kky;@foHkkx esa blds fy, ,d uksMy vf/dkjh fu;qDr djus dh vko';drk fn[kkbZ nh gSA ;g vf/dkjh ukxfjd
ifji=k dks cukus] ml dks izdkf'kr djus o dk;kZUo;u djus ds dk;Z dk leUo; djsxkA bl ifjis{k esa dksj xzqi dh
27 tqykbZ] 2004 dh cSBd esa ;g fu.kZ; fy;k x;k fd uksMy vf/dkjh ds dk;Z o ftEesnkfj;ksa dks Li"V fd;k tk,
vkSj mUgsa lHkh dsUnzh; ea=kky;ksa o foHkkxksa dks Hkstk tk, rkfd ukxfjd ifji=k ds izdk'ku] izpkj o dk;kZUo;u izHkkoh
:i ls gks ldsA bldh ,d izfr eSa lanHkkFkZ layXu dj jgk gwA¡
4- eS vkHkkjh jgw¡xk ;fn ukxfjd ifji=k ds fcuk ,d uksMy vf/dkjh vki ds ea=kky;] foHkkx o laLFkkvksa esa ukfer
gks vkSj mls dksj xzqi ds fu.kZ; vuqlkj layXud esa nh xbZ ftEesnkjh nh tk,A bl ckjs esa dh xbZ dk;Zokgh ls iz'kklfud
lq/kj vkSj yksd f'kdk;r foHkkx dks voxr djk,aA
lknj]
Hkonh;]
gLrkú
dsUnz ljdkj ds lHkh ea=kky;ksa@foHkkxksa@laLFkkvksa ds lfpoksa dks (ihú vkbZú lqozru)

107
Hkkjr ljdkj
dkfedZ ykds f'kdk;r rFkk i'asku e=akky;
i'zkklfud l/q kj vkjS ykd
s f'kdk;r foHkkx
ljnkj iVy s Hkou] lla n ekxZ
ubZ fnYyh&110001
P.I. Suvrathan GOVERNMENT OF INDIA
ih- vkbZ loqrzu MINISTRY OF PERSONNEL PUBLIC GRIEVANCES
Additional Secretary & PENSIONS
vij lfpo DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D. O. No. F 12012/4/2003/PG(CC) Dated : 30 July 2004

Dear Shri/Smt.
As you are aware Citizen’s/Client’s Charter is a tool devised to improve quality of public services,
address the needs and expectations of the citizen's/clients and to set clear standards of services being
provided by the Organization. A Conference of Chief Ministers presided over by the Prime Minister of
India on “Effective and Responsive Administration” held in May, 1997, adopted an action plan which, inter
alia, laid special emphasis on formulation of Citizen’s Charters by all Central Government Ministries/
Departments/Organisations so as to provide an accountable and citizen-friendly public service.
2. The Department of Administrative Reforms and Public Grievances has been coordinating the efforts of
formulation and operationalisation of Citizen’s Charters in the Central Government Ministries/Departments/
Organisations as well as in State Governments and UT Administrations and issuing guidelines on the
subject of formulation and implementation of Citizen’s Charters from time to time.
3. A “Core Group on Citizen’s Charter” set up in Government of India under the chairmanship of Secretary,
Ministry of Personnel, Public Grievances and Pensions regularly monitors and reviews the progress and
effective implementation of Citizen’s Charter initiative in the Government. A need had been felt to designate
a Nodal Officer in each Central Government Ministry/Department/Organisation to coordinate and monitor
the formulation and implementation of their respective Citizen’s Charters. It was in this background that
the Core Group, in its meeting held on 27 July, 2004, decided upon the duties and responsibilities of Nodal
Officer for formulation and implementation of Citizen’s Charter in Central Government Ministries/
Departments/Organisations with a view to ensure proper formulation and effective implementation of
Citizen’s Charter. I am enclosing a copy of the same for your reference.
4. I shall be grateful if Nodal Officers for Citizen’s Charters are designated in your Ministry/Department
and Organisations under your purview with duties and responsibilities assigned as per the decision of the
Core Group. The Department of Administrative Reforms and Public Grievances may be apprised of the
action taken by your Ministry/Department in this regard.

With regards,

Yours sincerely

Sd/-
All Secretaries of Central Government Ministries/Departments/Organisations (P.I. Suvrathan)

107
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
ihú vkbZú lqozru AND PENSIONS
vij lfpo DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú i=k laú ,iQ&12012@4@2003&ihúthú (lhlh) fnukad% 30 tqykbZ] 2004

fiz; Jh@Jherh

tSlk fd vki dks Kkr gS] ukxfjd ifji=k ,d ,slk midj.k gS ftlls tu lsok dh xq.koÙkk esa lq/kj yk;k tk
ldrk gS] ukxfjdksa o miHkksDrkvksa dh vko';drkvksa vkSj bPNkvksa dks iwjk fd;k tk ldrk gS] vkSj laLFkk dh lsok
ds fy, Li"V ekud cuk, tk ldrs gSaA iz/kuea=kh dh vè;{krk esa ebZ 1997 esa vk;ksftr eq[; eaf=k;ksa ds lEesyu
esa ¶izHkkoh ,oa mÙkjnk;h iz'kklu¸ cuk;k x;k Fkk ftlesa vU; eqn~nksa ds vykok ukxfjd ifji=kksa ij fo'ks"k è;ku nsus
dh ckr Fkh rkfd dsUnzh; ljdkj ds ea=kky;ksa@foHkkxksa@laLFkkvksa }kjk ukxfjd&eS=kh o tokcns; tu lsok miyC/ djkbZ
tk ldsA

2- iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx }kjk lHkh dsUnzh; ea=kky;ks@a foHkkxksa@laLFkkvksa esa ukxfjd ifji=k cukus
o dk;kZfUor djus ds dk;Z dk leUo; fd;k tk jgk gSA jkT;ksa o dsUnz 'kkflr izns'kksa esa Hkh bl dk;Zokgh ds fy,
ekxZ funsZ'k tkjh fd, tk pqds gSaA ¶bl lanHkZ esa dkfeZd] yksd f'kdk;r o isa'ku ea=kky; ds lfpo dk fnukad 20
ebZ 2003 ds la[;k ,iQ&12018@2@2003 ihú thú (lhú lhú) tkjh fd;k x;k Fkk ftl esa vkids jkT; o dsUnz
'kkflr izns'k esa ukxfjd ifji=k ds fy, ^uksMy vf/dkjh* fu;qDr djus ds fy;s vuqjks/ fd;k x;k FkkA¸

3- Hkkjr ljdkj esa] lfpo] dkfeZd] yksd f'kdk;r o isa'ku dh vè;{krk esa ,d ^dksj xzqi* laxfBr fd;k x;k gS
tkss fu;fer :i ls ukxfjd ifji=kksa dh leh{kk djsxk vkSj ifji=kksa ds izHkkoh dk;kZUo;u dks ekWuhVj djsxkA mlds ckn
bl ifjis{k esa dksj xzqi dh 27 tqykbZ 2004 dh cSBd esa ;g fu;Z.k fy;k x;k fd jkT;ksa o dsUnz'kkflr izns'kksa ukxfjd
ifji=kksa dk leUo; rFkk ekWuhVj djus ds fy, ,d ^uksMy vf/dkjh* fu;qDr fd;k tk,xk ftldh ftEesnkfj;k¡
vuqcU/ ^,* ds vuqlkj gksxhA jkT;ksa o dsUnz 'kkflr izns'kksa ds izR;sd foHkkx esa ,d ¶ukxfjd ifji=k ds fy, lEidZ
vf/dkjh¸ Hkh fu;qDr fd;k tk,xk ftldh ftEesnkfj;k¡ (vuqcU/&ch) ds vuqlkj gksaxhA

108
Hkkjr ljdkj
dkfedZ ykds f'kdk;r rFkk i'asku e=akky;
i'zkklfud l/q kj vkjS ykd
s f'kdk;r foHkkx
ljnkj iVy s Hkou] lla n ekxZ
P.I. Suvrathan ubZ fnYyh&110001
ih- vkbZ loqrzu GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL PUBLIC GRIEVANCES
Additional Secretary
& PENSIONS
vij lfpo DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D. O. No. F 12012/4/2003/PG(CC) Dated : 30 July 2004

Dear Shri/Smt.
As you are aware Citizen’s/Client’s Charter is a tool devised to improve quality of public services,
address the needs and expectations of the citizen's/clients and to set clear standards of services being
provided by the Organisation. A Conference of Chief Ministers presided over by Prime Minister of India
on “Effective and Responsive Administration” held in May, 1997 adopted an action plan which, inter alia,
laid special emphasis on formulation of Citizen’s Charter by all the States/UT Administrations so as to
provide accountable and citizen-friendly public service.

2. The Department of AR&PG has been coordinating the efforts of formulation and operationlisation of
Citizen’s Charters in the Central Government Ministries/Departments/Organisations as well as in State
Governments and UT Administrations and issuing guidelines on the subject of formulation and
implementation of Citizen’s Charters from time to time. It was in this context that Secretary, Ministry of
Personnel, Public Grievances and Pensions vide his letter No. F 12018/2/2003/PG(CC) dated 20 May,
2003 had suggested to designate a Nodal Officer for Citizen’s Charter initiative in your State/UT
Administration.

3. A “Core Group on Citizen’s Charter” set up in Government of India under the chairmanship of Secretary,
Ministry of Personnel, Public Grievances and Pensions regularly monitors and reviews the progress and
effective implementation of Citizen’s Charter initiative in the Government. It was in this background that
the Core Group, in its meeting held on 27 July, 2004, decided upon the duties and responsibilities of “Nodal
Officer for Citizen’s Charter Initiative” in State Governments/UT Administrations who would be responsible
for coordinating and monitoring of Citizen’s Charter initiative in the State Government/UT Administration
(Annex A) as well as the duties and responsibilities of “Contact Officer on Citizen’s Charter” in various
Departments/Organsiations in State Governments/UT Administrations who would be responsible for various
activities involved in formulation and implementation of Citizen’s Charter in their respective Department/
Organisation (Annex-B).

108
4- eS vkHkkjh gksÅ¡xk ;fn vki vius jkT; o dsUnz 'kkflr izns'k esa ukfer ¶ukxfjd ifji=k ds uksMy vf/dkjh¸ dks
vuqcU/ ^,* vuqlkj ftEesnkfj;k¡ nsa o ¶ukxfjd ifji=k ds lEidZ vf/dkjh¸ dks izR;sd foHkkx easa ukfer dj vuqcU/
ds vuqlkj ftEesnkjh nsaA

5- vkidh ljdkj }kjk dh xbZ dk;Zokgh ls iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx dks voxr djk,aA

lknj]
Hkonh;]

gLrkú
(ihú vkbZú lqozru)

lwph vuqlkj lHkh jkT;ksa@dsUnz 'kkflr izns'kksa ds eq[; lfpoks dks

109
4. I shall be grateful if the “Nodal Officer for Citizen’s Charter” designated in your State/UT Administration
is assigned the duties and responsibilities as per Annex A “Contact Officer for Citizen’s Charter” may
also be designated in all Departments/Organisations of your State/UT Administration and assigned duties
and responsibilities as per Annex B.

5. The Department of Administrative Reforms and Public Grievances may be apprised of the action
taken by your Government/Administration in this regard.

With regards,

Your sincerely,

Sd/-
(P.I.Suvrathan)

All the Chief Secretaries/Administrator of State Governments/UT Administrations


(As per list enclosed)

109
vuqcU/ & ,

jkT; ljdkjksa@dsUnz 'kkflr {ks=kksa esa ukxfjd ifji=k igy ds fy, ^uksMy vf/dkjh dh M;wVh
o ftEesnkfj;k¡ A

1- ukxfjd@miHkksDrk ifji=k%

1-1 ukxfjd miHkksDrk ifji=k ,d ,slk nLrkos”k gS tks ukxfjdks ds fy,] laLFkk }kjk fd;s x, lHkh O;ofLFkr
iz;klksa o lsok ekudksa dh tkudkjh nsrk gSA blesa lkekU; tkudkjh] yksd f'kdk;r] lykgdkj dk p;u]
HksnHkko jfgr igq¡p] f'k"Vkpkj vkSj iSls dk ewY; ij tkudkjh Hkh gksrh gSA blesa ukxfjdksa o miHkksDrkvksa
ls laLFkk dh vk'kk,¡ o vis{kk,a Hkh 'kkfey jgrh gSaA

1-2 ifji=k esa fuEufyf[kr [k.M gksrs gSa%&

(i) fo”ku vkSj fe'ku okD; ;k ?kks"k.kk

(ii) laLFkk dh eq[; lsok,a o dk;Z

(iii) miHkksDrkvksa ds fooj.k

(iv) izR;sd ukxfjd@miHkksDrk dks miyC/ djkbZ tkus okyh lsok,a vkSj mudk le; dkyA

(v) yksd f'kdk;r iz.kkyh dk fooj.k vkSj dSls mldk mi;ksx gks ldrk gS bl dk fooj.kA

(vi) ukxfjdksa@miHkksDrkvksa ls vis{kk,aA

2- jkT; ljdkjks@a dsUnz 'kkflr {ks=kksa esa ukxfjd ifji=k igy ij uksMy vf/dkjh

2-1 izR;sd jkT;@dsUnz 'kkflr izns'k esa ,d vf/dkjh dks ¶ukxfjd ifji=k ds fy, uksMy vf/dkjh¸ ?kksf"kr
fd;k tk ldrk gSA ,slk vf/dkjh vf/ekU;r% jkT; ljdkj esa iz/ku lfpo dk gksuk pkfg;s vkSj mldk
p;u dk;Z {ks=k dks è;ku esa j[krs gq, gksuk pkfg;sA

2-2 ukxfjd ifji=k ds fy, uksMy vf/dkjh dh ftEesnkjh gksxh fd jkT; esa ukxfjd ifji=kksa dks cuokus]
izdkf'kr djus dh igy djsA og iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx] Hkkjr ljdkj ds fy,]
jkT;ksa@dsUnz 'kkflr {ks=kksa esa lEidZ vf/dkjh dk dk;Z djsxkA jkT; ljdkjksa }kjk mlds fy, ^dk;Z dkMZ* ;k
^tksc dkMZ* Hkh cuk;k tk ldrk gS] ftlesa ukxfjd ifji=kksa ls lEcaf/r dk;Z fooj.k o ftEesnkfj;ka nh
xbZ gksaxhA ;g fooj.k fuEufyf[kr iSjk esa nh xbZ M;wVh o ftEesnkfj;ksa ds vk/kj ij gksxkA

3- jkT;ksa ljdkjksa esa@dsUnz 'kkflr {ks=kksa esa ukxfjd ifji=k ds fy, uksMy vf/dkjh dh M;wVh o ftEesnkfj;k¡

I. dk;Z 'kh"kZd% ukxfjd ifji=k ds fy, uksMy vf/dkjh

II. mRrjnkf;Ro% eq[; lfpo@iz'kklu vè;{k

110
Annexure & A

Duties and Responsibilities of “Nodal Officer of Citizen’s Charter” in State Governments/


Union Territory Administrations for Coordinating and Monitoring of Citizen’s Charter Initiative
in State/Union Territory

1. Citizen’s/Client’s Charter :

1.1. Citizen’s /Client’s Charter is a document which represents a systematic effort to focus on the
commitment of the Organisation towards its Citizens/Clients in respect of Standard of Services,
Information, Choice and Consultation, Non-discrimination and Accessibility, Grievances Redress,
Courtesy and Value for Money. This also includes expectations of the Organisation from the
Citizen/Client for fulfilling the commitment of the Organisation.

1.2 A Charter comprises of the following components :–

(i) Vision and Mission Statement;

(ii) Details of Business transacted by the Organisation;

(iii) Details of Customers/Clients;

(iv) Statement of services provided to each Citizen/Client group separately and time limits for
the same;

(v) Details of Grievances Redress Mechanism and how to access the same; and

(vi) Expectations from the Citizen/Client

2. Nodal Of ficer for Citizen’s Charter Initiative in the State Government/UT Administrations

2.1 Each State Government/UT Administration may designate an officer as ''Nodal Officer for
Citizen’s Charter'' for that State/UT. This officer may preferably be of the rank of Principal
Secretary in State Governments/UT Administrations and should be selected on the basis of a
careful assessment of his/her attitude and suitability for the job.

2.2 The Nodal Officer for Citizen’s Charter shall be responsible for Citizen’s Charter initiative in the
State Government/UT Administration. He/She shall be the contact point for the interaction with
the Department of Administrative Reforms and Public Grievance, Government of India. State
Governments/UT Administrations may formulate a job chart for the Nodal Officer for Citizen’s
Charter keeping in view the duties and responsibilities of Nodal Officer for Citizen’s Charter
enumerated in subsequent paras.

3. Duties and Responsibilities of Nodal Officer on Citizen’s Charter in State Governments/UT


Administrations

I. Job T itle : Nodal Officer for Citizen's Charter

II. Responsible to : Chief Secretary/Administrator

110
3-1 eq[; lfpo@iz'kkludrkZ dh vè;{krk esa ,d ukxfjd ifji=kksa ij dksj xzqi cuk;k tk,xk ftl dh lnL;rk
fuEufyf[kr gksxhA
(i) eq[; lfpo@iz'kkludrkZ & vè;{k
(ii) iz/ku lfpo] tu vkiwfrZ foHkkx & lnL;
(iii) iz/ku lfpo] iz'kklfud lq/kj & lnL;
(iv) iz/ku lfpo] lwpuk izkS|ksfxdh foHkkx & lnL;
(v) funs'kd] tu laidZ & lnL;
(vi) ukxfjdksa ds fgrksa ds izfrfuf/ (tSls fd ,u th vks] miHkksDrk laLFkk,a vkfn)

(vii) ukxfjd ifji=k ij uksMy vf/dkjh & lnL;&lfpo


(fVIi.kh% ukxfjd ifji=k ij uksMy vf/dkjh] eq[; lfpo@iz'kkludrkZ dh vuqefr ls vU; lnL;ksa dks
Hkh 'kkfey dj ldrk gSA)
jkT; esa fofHkUu ea=kky;ksa@foHkkxksa }kjk cuk, x, ukxfjd ifji=kksa ds elkSns dh tk¡p ^dksj xzqi* }kjk foLr`r :i ls dh
tk,xh vkSj mlds vuqeksnu ds ckn gh ea=kky;@foHkkx }kjk ukxfjd ifji=k izdkf'kr fd;k tk,xkA
3-2 uksMy vf/dkjh ;g lqfuf'pr djsxk fd jkT; esa lHkh foHkkxksa o laLFkkvksa }kjk ifji=k cuk, x, gSaA
3-3 uksMy vf/dkjh ;g Hkh lqfuf'pr djsxk fd jkT; esa@dsUnz 'kkflr {ks=k esa lHkh foHkkxksa@laLFkkvksa vkSj
lkoZtfud {ks=k miØeksa esa ¶ukxfjd ifji=k ds fy, lEidZ vf/dkjh ml foHkkx@laLFkk@lkoZtfud {ks=k
miØe esa ukxfjd ifji=k dks cukus o mls dk;kZfUor djus ds fy, ftEesnkj gksxkA mldh ftEesnkfj;k¡ o
M;wVh vuqcU/ ^ch* esa layXu gSA
3-4 jkT; ljdkj@dsUnz 'kkflr {ks=k esa ukxfjd ifji=k igy dks ekWuhVj djus dh ftEesnkjh ,oa eq[;
lfpo@iz'kkludrkZ dks fu;fer :i ls bl ds ckjs esa lwfpr djus dh ftEesnkjhA
3-5 ukxfjd ifji=kksa ds izpkj ds fy;s ;kstuk cukuk o mls dk;kZfUor djukA
3-6 deZpkfj;ks dh {kerk c<+us ds fy, odZ'kkWi] izf'k{k.k vkfn dh O;oLFkk djuk&lHkh foHkkxksa o laLFkkvksa
esa jkT; ljdkjks@a dsUnz 'kkflr izns'kksa@{ks=kksa esa ukxfjd ifji=k cukus o dk;kZUo;u djus ds fy, ^ukxfjd
ifji=k ds fy, lEidZ vf/dkjh* dh M;wVh o ftEesnkjhA

111
3.1 A Core Group on Citizen’s Charter shall be set up under the Chairmanship of the Chief Secretary/
Administrator with following members :–

(i) Chief Secretary/Administrator - Chairperson

(ii) Principal Secretary, Department of Civil - Member


Supplies

(iii) Principal Secretary, Administrative - Member


Reforms

(iv) Principal Secretary, Information Technology - Member

(v) Director, Public Relations - Member

(vi) Representatives of Citizen’s Interests (NGOs, People’s Forum, Consumer Societies etc.)

(vii) Nodal Officer for Citizen’s Charter - Member Secretary

[Note: Nodal Officer on Citizen’s Charter may co-opt any other officer to the Core Group with
the approval of the Chief Secretary/Administrator]

Core Group shall examine and approve all the draft Citizen’s Charters formulated by various Departments/
Organisations of the State Government/UT Administration before they are issued by the respective
Departments/Organisations.

3.2 Nodal Officer shall ensure formulation of Charter in all Departments/Organistions of the State
Government/UT Administration.

3.3 Nodal Officer shall ensure that each Department/Public Sector Undertaking/ Organisation of
the State/ UT Administration appoints a ‘Contact Officer on Citizen’s Charter’ responsible for
formulation/ implementation of the Citizen’s Charter in their respective Organisations. The duties
and responsibilities of the Contact Officers on Citizen’s Charter are given in Annex B.

3.4 Ensuring monitoring of Citizen’s Charter Initiative in the State Government/ UT Administration
and apprising the Chief Secretary/ Administrator on a regular basis.

3.5 Plan and execute awareness campaign on the Citizen’s Charter Initiative.

3.6 Arranging for organization of Capacity Building Workshops, training programmes etc. for officers/
staff of various Departments/ Organisations.

111
vuqcU/ & ch

jkT; ljdkjksa@dsUnz 'kkflr izns'kksa@{ks=kksa esa ukxfjd ifji=k cukus o dk;kZUo;u djus ds fy, ^ukxfjd ifji=k
ds fy, lEidZ vf/dkjh* dh M;wVh o ftEesnkfj;k¡A

1- ukxfjd@miHkksDrk ifji=k%

1-1 ukxfjd ifji=k ,d ,slk nLrkos”k gS tks ukxfjdks ds fy,] laLFkk }kjk fd;s x, lHkh O;ofLFkr iz;klksa o
lsok ekudksa dh tkudkjh nsrk gSA blesa lkekU; tkudkjh] yksd f'kdk;r] lykgdkj dk p;u] HksnHkko jfgr
igq¡p] f'k"Vkpkj vkSj iSls dk ewY; ij tkudkjh Hkh gksrh gSA blesa ukxfjdksa o miHkksDrkvksa ls laLFkk dh
vk'kk,¡ o vis{kk,a Hkh 'kkfey jgrh gSaA

1-2 ifji=k esa fuEufyf[kr [k.M gksrs gSaA

(i) fo”ku vkSj fe'ku okD; ;k ?kks"k.kk

(ii) laLFkk dh eq[; lsok,a o dk;Z

(iii) miHkksDrkvksa ds fooj.k

(iv) izR;sd ukxfjd@miHkksDrk dks miyC/ djkbZ tkus okyh lsok,a vkSj mudk le; dkyA

(v) yksd f'kdk;r iz.kkyh dk fooj.k vkSj dSls mldk mi;ksx gks ldrk gS bl dk fooj.kA

(vi) ukxfjdksa@miHkksDrkvksa ls vis{kk,aA

2- ¶ukxfjd ifji=k ds fy, lEidZ vf/dkjh¸ dh M;wVh vkSj ftEesnkjh

izR;sd jkT;@dsUnz 'kflr {ks=k iz'kkluksa ds gj ea=kky;@foHkkx@lkoZtfud {ks=k miØe@ laLFkk esa ,d ¶ukxfjd
ifji=k lEidZ vf/dkjh¸ ukfer gksxk tks viuh laLFkk esa ukxfjd ifji=k dks cukus o dk;kZfUor djus ds fy,
ftEesnkj gksxkA ¶ukxfjd ifji=k ds fy, uksMy vf/dkjh dh M;wVh o ftEesnkfj;k¡ fuEufyf[kr izdkj ls gksxhA

I. dk;Z 'kh"kZd% ukxfjd ifji=k ds fy, lEidZ vf/dkjh

II. mRrjnkf;Ro% iz/ku lfpo@laLFkk ds eq[; vf/dkjh

lEidZ vf/dkjh dh ftEesnkjh gksxh fd laLFkk ds ukxfjd ifji=k dks cuk, vkSj dk;kZUo;u djsA fooj.k
fuEufyf[kr izdkj ls gSA

2-1 ukxfjd ifji=k dks cukuk@l`ftr djuk

(v) laLFkk esa ukxfjd ifji=k ds l`tu ds fy, ,d ^LVkiQ iQkslZ* laxfBr djuk tks bl dk;Z dks ekWuhVj
djsA bl ^VkLd iQkslZ dk ^lnL; lfpo* lEidZ vf/dkjh gksxk vkSj mldh lnL;rk fuEufyf[kr
gksxhA
(i) ,d&nks izfrfuf/ ofj"B Lrj lsA

112
Annexure - B

Duties and Responsibilities of ‘Contact Officers of Citizen’s Charter’ in State Governments/


Union Territory Administrations for Formulation and Implementation of Citizen’s Charter in
various Departments/Organisations of State Governments/Union Territory Administrations

1. Citizen’s/Client’s Charter :–

1.1. Citizen’s/Client’s Charter is a document which represents a systematic effort to focus on the
commitment of the Organisation towards its Citizens/Clients in respect of Standard of Services,
Information, Choice and Consultation, Non-discrimination and Accessibility, Grievances Redress,
Courtesy and Value for Money. This also includes expectations of the Organisation from the
Citizen/Client for fulfilling the commitment of the Organisation.

1.2 A Charter comprises of the following components :–

(xiii) Vision and Mission Statement;

(xiv) Details of Business transacted by the Organisation;

(xv) Details of Customers/Clients;

(xvi) Statement of services provided to each Citizen/Client group separately and time limits
for the same;

(xvii) Details of Grievances Redress Mechanism and how to access the same; and

(xviii) Expectations from the Citizen/Client

2. Duties and Responsibilities of ‘Contact Of ficer of Citizen’s Charter’

Each Department/Public Sector Undertaking/Organisation of the State/UT Administration shall


appoint a ‘Contact Officer on Citizen’s Charter’ responsible for formulation/implementation of the
Citizen’s Charter in their respective Organisations. The duties and responsibilities of the Contact
Officers of Citizen’s Charter are given below:

I. Job T itle: Contact Officer for Citizen’s Charter

II. Responsible to : Principal Secretary/Head of the Organisation

The Contact Officer will be responsible for various activities involved in formulation and
implementation of Citizen’s Charter in the Organisations enumerated below.

2.1 Formulation of Citizen’s Charter

(a) Formation of a Task Force in the Organization to oversee the formulation of the Citizen’s
Charter. The Contact Officer shall act as a Member Secretary for the Task Force. The
composition of the Task Force shall be :–

(i) 1-2 representatives from top management

112
(ii) nks&rhu izfrfuf/ eè; Lrj eSustesVa lsA
(iii) nks&rhu izfrfuf/ dk;Z Lrj lsA

(iv) LVkiQ ;wfu;u o ,slksfl;slu ds izfrfuf/

(v) nks&rhu izfrfuf/ ukxfjdksa ds@ukxfjd laLFkkvksa ls@,uúthúvksú@miHkksDrk laxBuksa lsA

2-1-1 VkLd iQkslZ dh M~;wVh

(i) laLFkk ds lHkh LVsdgksYMj@lsokFkhZ rFkk lsokvksa vkSj mRiknuksa@ds laLFkk ds vf/dkfj;ksa o
deZpkfj;ksa vkSj lsokFkhZ;ksa ds izfrfuf/;ksa ds lkFk fopkj foe'kZ djus ds ckn vafdr djukA
(ii) LVsd gksYMj@vf/dkfj;ksa@LVkiQ (fo'ks"k dj vf/uLFk o iQhYM dk;kZy;ksa ds deZpkjh) ls
fopkj foe'kZ dj lsokvksa@vkmViqV ds ekud fu/kZfjr djukA
(iii) ukxfjd izi=k dk elkSnk lHkh vf/dkfj;ksa@deZpkfj;ksa esa fVIi.kh o lq>ko ds fy, ifjpkfyr
djukA
(iv) izkIr lq>koksa ds vk/kj ij elkSns esa la'kks/u djukA
(v) jkT;ksa vkSj la?k 'kkflr izns'k ds iz'kkldksa }kjk ukfer ¶ukxfjd izi=k ij dksj xzqi¸ vkSj
¶ukxfjd izi=k ds uksMy vf/dkfj;ksa dks ukxfjd izi=k dk elkSnk Hkstuk o muds fopkjksa ds
fy, vuqjks/ djukA
(vi) elkSns esa izkIr fopkjksa ;k fVIi.kh;ksa ds vuqlkj la'kks/u djukA
(vii) ea=kh egksn; dk vuqeksnu izkIr djukA
(viii) izi=k dks izdkf'kr dj mls lc dks Hkstuk o turk dh tkudkjh ds {ks=k esa j[kukA

2-2- ukxfjd ifji=k dk dk;kZUo;u


2-2-1 ;g lqfuf'pr djuk fd ifji=k dk izpkj fd;k tk jgk gSA izpkj ds fy, dSEisuA foHkkx ;k laLFkk
dh oSclkbV ij ifji=k dks iznf'kZr djuk] ukxfjd izfrfuf/;ksa dks ifji=k dh izfr;ka lwpukFkZ Hkstuk]
vkSj izfr;ksa dks lHkh miHkksDrkvksa o LVsdgksYMlZ dks HkstukA

2-2-2 laLFkk esa deZpkfj;ksa ds vfHkizsj.k ds fy, izf'k{k.k o odZ'kkWi vk;ksftr djuk] rkfd ukxfjd ifji=k
ds ekuo lsok esa miyC/ gks ldsA

2-1 ukxfjd ifji=k dks ekWuhVj djuk

2-3-1 laLFkk esa ,d lesfdr fu"iknu iz.kkyh cukuk vkSj ifji=k esa fn;s ekudksa vuqlkj lsok vkiwfrZ
dh O;oLFkk dks fu;fer :i ls ekWuhVj djuk vkSj mlds ifj.kkeksa dks foHkkx vè;{k dks
lwfpr djukA

113
(ii) 2 - 3 Representatives from Middle Management

(iii) 2 - 3 Representatives from cutting-edge level staff

(iv) Representatives from Staff Associations/ Unions

(v) 2 - 3 Representatives from Citizen’s/ Client’s/ Citizen’s Associations/ NGOs/ Consumer


Groups

2.1.1 Duties of Task Force

(i) Identification of all stakeholders/ clients and services/ products provided by the
Organisation in consultation with the officers/ staff/ clients representative etc.

(ii) Determining the standards of outputs/ services etc. provided by the Organisation in
consultation with all stakeholders and officers/ Staff etc. (particularly at cutting edge
level).

(iii) Preparation of a draft Charter and circulation amongst various clients/ stakeholders,
management levels and staff for comments/ suggestions.

(iv) Modification of draft Charter to include suggestions etc.

(v) Submission of draft Charter for consideration by the ‘Core Group on Citizen’s Charter’
of the State/ UT Administration and liaisoning with the Nodal Officer for Citizen’s Charter
of the State/ UT Administration.

(vi) Modification of the draft Charter on the basis of suggestions/ observations made by the
Core Group on Citizen’s Charter.

(vii) Seeking the approval of Minister In-Charge

(viii) Issue/ release/ publish the Charter in public domain.

2.2 Implementation of Citizen’ s Charter

2.2.1 Ensuring wide publicity of the Chart.erConduct awareness campaigns. Putting up the Charter
on the Department/ Organisation’s website and sending copies to people’s representatives and
all stakeholders and their representative associations etc. .

2.2.2 Organising training programmes, workshops etc. for orientation and motivation of officers and
staff of the Organisation for aligning the workforce to the commitments made in the Charter so
as to ensure proper implementation of the Citizen’s Charter.

2.3 Monitoring of Citizen’s Charter

2.3.1 Set up an Integrated Performance Monitoring System and monitor Organisation’s performance
vis-à-vis commitments made in the Charter on a regular basis and keep the Head of the
Department informed.

113
2-3-2 laLFkk ds fu"iknu ij vkWdM+s o tkudkjh izdkf'kr djuk ftlesa ukxfjd ifji=k esa fn;s x, ekudksa
dh rqyuk esa dk;Z o fu"iknu dk rqyukRed fooj.k gksA bls okf"kZd fjiksVZ esa izdkf'kr djuk vkSj
ehfM;k ds ekè;e ls izpkj djukA ukxfjdks ds larks"k Lrj dk ewY;kadu djukA foHkkx ;k laLFkk ds
eq[; vf/dkjh ds fu;fer :i ls lwpuk HkstukA
2-4 ukxfjd ifji=k dk ewY;kadu ,oa iqu%voyksdu
2-4-1 fu;fer :i ls ukxfjd ifji=kksa dk varfjd ,oa ckgjh Lrj ij ewY;kadu djukA
2-4-2 izfriqf"V ds vk/kj ij ukxfjd ifji=k esa la'kks/u djuk@mldk iqu% voyksdu djukA
2-4-3 lqfuf'pr djuk fd ukxfjd ifji=k ds cukus o dk;kZUo;u ds ckjs esa lwpuk laLFkk dh okf"kZd fjiksVZ
esa nh tk,A
2-4-4 lqfuf'pr djuk fd ukxfjd ifji=k esa 'kkfey dk;Z ml o"kZ iwjs fd;s x, gSa vkSj ml ij lwpuk
foHkkx ;k laLFkk dh okf"kZd fjiksVZ esa Hkh nh xbZ gSA

114
2.3.2 Publish data relating to performance of the Organisation, vis-à-vis, commitments made in the
Citizen’s Charter, in the Annual Report and share with citizens/clients using appropriate media.

2.4 Evaluation and Review of Citizen’s Charter

2.4.1 Arrange for regular internal and external evaluation of implementation of Citizen’s Charter in
the Organisation and assessment of the level of satisfaction among citizen/client. Report to the
Head of the Department/Organisation on a regular basis.

2.4.2 Based on the feedback/assessment/evaluation, taking necessary steps for review/revision of


the Citizen’s Charter.

2.4.3 Ensuring that activities related to formulation/implementation of Citizen’s Charter form a part
of the Annual Action Plan of the Organisation.

2.4.4 Ensuring that all the activities relating to Citizen’s Charter during the year are included in the
Annual Reports of the concerned Department/Organisation.

114
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
ihú vkbZú lqozru GOVERNMENT OF INDIA
vij lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú i=k laú ,iQ&18013@4@2004&ihúthú (lhlh) fnukad% 25 tuojh] 2005


fiz; Jh]

dkfeZd] yksd f'kdk;r] fof/ o U;k; ij lalnh; LFkk;h lfefr us viuh uohure fjiksVZ esa ljdkj }kjk mBk,
x, lHkh dneksa dh leh{kk dh gS vkSj laLrqfr nh gS fd lHkh ea=kky;ksa@foHkkxksa@laLFkkuksa }kjk fLFkfr dks lq/kjus ,oa
ukxfjd ifji=kksa dk dk;kZUo;u djus ds fy, ,slh dk;Zokgh dh tkuh pkfg, ftlesa izpkj }kjk ukxfjdksa dks miyC/
lsokvksa ds ckjs esa irk py ldsA blds fy, fizUV ,oa bySDVªkfs ud nksuksa izdkj ds ehfM;k esa izpkj gksuk pkfg, rkfd
lekt ds gj Lrj }kjk lsokvksa dk ykHk mBk;k tk ldsA lfefr us ;g Hkh laLrqfr nh gS fd foHkkx }kjk ukxfjd ifji=kksa
dks yxkrkj lq/kjus ds iz;kl fd, tkus pkfg;sa vkSj yksxksa esa ukxfjd ifji=kksa dks yksdfiz; cukus ds fy, mRÑ"V Lrj
dk dk;kZUo;u gksuk pkfg;sA
2- Hkkjr ljdkj esa iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx }kjk ukxfjd ifji=kksa dks izkseksV djus] muds l`tu ds
dk;Z dks leUof;r djus] rFkk ifji=kksa dks dk;kZfUor djus dk dk;Z lHkh dsUnzh; ljdkj ea=kky;ksa o foHkkxksa@laLFkkvksa
jkT; ljdkjksa vkSj dsUnz 'kkflr izns'kksa esa fd;k tkrk gSA blds fy, foHkkx }kjk le;&le; ij ekxZ&funsZ'k tkjh fd,
tkrs gSa rkfd O;oLFkk dks izHkkoh cuk;k tk ldsA
3- lHkh Lrj ds ukxfjdksa esa ifji=kksa ds izpkj ds fy, fizUV rFkk bySDVªkfud ,oa ikjEifjd ekè;eksa ds mi;ksx ds
lkFk&lkFk foHkkx }kjk ukxfjd ifji=kksa dh ekuhVfjax o fu;fer iqu% voyksdu Hkh vko';d gSA ;g Hkh vko';d
gS fd laLFkk dks ifji=k esa fn;s ekun.Mksa dks dk;kZfUor gks jgh lsokvksa ds vuqlkj fu;fer :i ls ekWfuVj djuk pkfg;sA
ifji=k ds dk;kZUo;u ds fy, vkarfjd vkSj ckgjh ewY;kadu dh O;oLFkk Hkh gksuh pkfg;sA ewY;kadu o izfriqf"V esa
feys lq>koksa ds vk/kj ij ifji=k dk iqu%voyksdu Hkh gksuk pkfg;sA
4- eS vkils vuqjks/ d:¡xk fd vki ds ea=kky; o foHkkx@jkT; ljdkj@dsUnz 'kkflr {ks=k esa ftu vf/uLFk laLFkkvksa
esa ukxfjd ifji=k vHkh rd ugha cuk;k x;k gS] mUgsa ,d le;c¼ fu;ksftr rjhds ls cuok,aA
5- iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx dks dh xbZ dk;Zokgh ls voxr djk,a ;g crkrs gq, fd (i) vkids
ea=kky;@foHkkx esa (ii) vkids jkT; ljdkj@dsUnz 'kkflr {ks=k esa bl lEcU/ esa D;k dk;Zokgh gqbZ gSA
lknj]
lsok esa] Hkonh;]
1- Hkkjr ljdkj ds lfpoksa dksA gLrkú
2- jkT; ljdkj@dsUnz 'kkflr {ks=kksa ds eq[; lfpoksa dks (ihú vkbZú lqozru)

115
Hkkjr ljdkj
dkfedZ ykds f'kdk;r rFkk i'asku e=akky;
i'zkklfud l/q kj vkjS ykd
s f'kdk;r foHkkx
ljnkj iVy s Hkou] lla n ekxZ
ubZ fnYyh&110001
P.I. Suvrathan GOVERNMENT OF INDIA
Additional Secretary MINISTRY OF PERSONNEL PUBLIC GRIEVANCES
& PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D. O. No. F 18013/4/2004-PG(CC) Dated : 25 January, 2005

Dear Shri,
In its latest report, the Parliamentary Standing Committee on Personnel, Public Grievances, Law and
Justice has taken note of various efforts of the Government in streamlining and improving upon the
Citizen’s Charter initiative and recommended that the Ministries/Departments/Organisations should make
efforts to educate public in this regard by publicizing the service, through print and electronic media and
ensure that the services could be utilized by different strata of the society. The Committee has also
recommended that the Department should constantly endeavour to improve upon the Citizen’s Charters
already formulated and ensure exemplary implementation of the Citizen’s Charter so as to popularize
them amongst the public.
2. The Department of Administrative Reforms and Public Grievances of the Government of India has
been promoting and coordinating formulation and implementation of Citizen’s Charters amongst Central
Government Ministries/Departments/Organisations, State Government and UT Administrations. For the
purpose, the Department has been issuing guidelines from time to time to make the system effective.
3. While ensuring the vide publicity through print and electronic media and also the traditional means to
bring awareness among all categories of citizen, arrangements may be made for regular monitoring and
reviewing the progress and effective implementation of the Citizen’s Charter initiative by the Department/
Organisation. It would also be necessary to monitor organizations ‘performance vis-à-vis commitments
made in the in the Charter on regular basis; arrangement for regular internal and external evaluation of
the implementation of the Charter and steps for review/revision of the Citizen's Charter based on the
feedback/assessment/evolution.
4. I would also request you to ensure that the organizations under your Ministry/Department/State
Government which have not so far formulated Citizen’s Charter may also be advised to do so in a time
bound manner.
5. Department of Administrative Reforms and Public Grievances may kindly be apprised of the action
taken by (i) your Ministry/Department (ii) your Government/UT Administration in this regard.
With regards,

To, Your sincerely,


1. Secretaries to Govt. of India
2. Chief Secretaries of State Govt./UTs Sd/-
(P.I. Suvrathan)

115
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
ihú vkbZú lqozru GOVERNMENT OF INDIA
vij lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú i=k laú ,iQ&18013@4@2004&ihúthú (lhlh) fnukad% 7 twu] 2005


fiz; Jh]

dkfeZd] yksd f'kdk;r vkSj isa'ku ea=kky; ls lEcfU/r lalnh; LFkk;h lfefr us fVIi.kh dh gS fd Hkkjr ljdkj
dks iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx }kjk ukxfjd ifji=kksa ds ckjs esa yksxkas esa izpkj fd;k tkuk pkfg;s vkSj
blds fy, fizUV ehfM;k o bySDVªkfud ehfM;k dh lsok,a ysuh pkfg;sa rkfd lekt ds lHkh Lrj ds ukxfjd ljdkj
dh lsokvksa ds ckjs esa tku ldsa vkSj muls ykHk mBk,aA
2- lfefr us ljdkj }kjk dh xbZ dk;Zokgh dh leh{kk djrs gq, laLrqfr dh gS fd ukxfjd ifji=k ij
ea=kky;ksa@foHkkxksa@laLFkkvksa }kjk ukxfjdksa esa tkx:drk ykus ds fy,] fizUV o bySDVªkfud ehfM;k esa izpkj djuk pkfg;sA
lfefr us ;g Hkh laLrqfr dh gS fd foHkkxksa }kjk ukxfjd ifji=kksa esa yxkrkj lq/kj ykuk pkfg;s vkSj Js"B Lrj ds
dk;kZUo;u ls vius ukxfjd ifji=k dks yksdfiz; cukuk pkfg;sA
3- nwjn'kZu vkSj vkdk'kok.kh ij ukxfjd ifji=kksa ds izpkj ls fuf'pr gh yksxksa dks ykHk igq¡psxk vkSj ,sls yksx Hkh
bu lqfo/kvksa ls ykHk mBk ldsaxs ftUgsa vc rd ukxfjdksa ds fy, miyC/ djkbZ tk jgh lsokvksa dh tkudkjh ugha
gSA
4- eSa bl ij ,d uksV layXu dj jgk gw¡ ftlls izpkj izksxkz e cukus esa lqfo/k gksxhA

lknj]
Hkonh;]
(ihú vkbZú lqozru)
layXu% ;FkksDr
Jh uohu dqekj
egkfuns'kd (nwjn'kZu)
izlkj Hkkjrh
nwjn'kZu Hkou
dkSijfudl ekxZ
ubZ fnYyh

116
Hkkjr ljdkj
dkfedZ ykds f'kdk;r rFkk i'asku e=akky;
i'zkklfud l/q kj vkjS ykd
s f'kdk;r foHkkx
ljnkj iVy s Hkou] lla n ekxZ
ubZ fnYyh&110001
P.I. SUVRATHAN GOVERNMENT OF INDIA
ih- vkbZ loqrzu MINISTRY OF PERSONNEL PUBLIC GRIEVANCES
Additional Secretary & PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
vij lfpo
& PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D.O.No. H-18013/4/2004-PG(CC) Dated : 7 June, 2005

Dear Shri
The Parliamentary Standing Committee of the Ministry of Personnel, Public Grievances and Pensions
had observed that the Department of Administrative Reforms and Public Grievances, Government of
India should make efforts to educate the public regarding various initiative of the Government regarding
Citizen's Charters by publicizing the service through electronic and print-media, to ensure that the services
could be utilized by different strata of society.
2. The Committee while taking note of various efforts of the Government in streamlining and improving
upon the Citizen's Charter initiatives had again recommended that the Ministries/Deparments/Organisations
should make the public aware of citizen-centric initiatives of Government of India by publicizing them
through print and electronic media. The Committee has also recommended that the Departments should
constantly endeavour to improve upon the Citizen's Charters already formulated and ensure exemplary
implementation of the Citizen's Charter so as to popularize them amongst the public.
3. The publicity of the Citizen's Charter initiative through Doordarshan and All India Radio would
undoubtedly benefit the people who are still not aware about this initiative and the facilities it is supposed
to provide to the citizens.
4. I am sending herewith a brief for facilitating a publicity programme.

With regards,

Yours sincerely,

Encl: as above (P.I. Suvrathan)

Shri Navin Kumar


Director General (Doordarshan)
Prasar Bharati
Doordarshan Bhawan
Copernicus Marg
New Delhi

116
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
jtuh jk”knku MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú laú Mhú&13014@02@2007&yks-f'k- fnukad% 5 fnlEcj] 2007

iz'kklfud lq/kj vk;ksx (iz-lq-vk-) us ^^'kklu esa uSfrdrk** uked viuh pkSFkh fjiksVZ esa ukxfjd pkVZj ds
izHkkoh dk;kZUo;u ij cy fn;k gSA iz'kklfud lq/kj vk;ksx us viuh fjiksVZ esa fVIi.kh dh gS fd ukxfjd pkVZj iz'kklu dks
nksuksa mÙkjnk;h vkSj ukxfjd vuqdwy cukrk gSA dqN o"kZ igys izR;sd ljdkjh foHkkx vkSj laxBu us viuk&viuk ukxfjd
pkVZj vkjEHk fd;k FkkA vusd dk;kZy;ksa esa ukxfjd pkVZj dk le;ksifj mi;ksx ugha gqvk gSA pkVZj esa dh xbZ opuc¼rk
,d ?kks"k.kk cu pqdh gaS vkSj mUgsa ykxw djus dh dksbZ izfØ;k ugha gS**A vr% iz'kklfud lq/kj vk;ksx us fliQkfj'k dh
gS fd

lsok Lrjksa dks fu/kZfjr dj ukxfjd pkVZj dks izHkkoh cuk;k tkuk pkfg, vkSj ;fn ;s lsok Lrjksa dh
vko';drkvksa dh iwfrZ ugha djrh gS] rks blesa lq/kj fd;k tkuk pkfg,A

2- iz'kklfud lq/kj vk;ksx dh fliQkfj'kksa ds vkyksd esa vkids ea=kky; ds varxZr dk;Z dj jgs ljdkjh foHkkx vkSj
laxBu dks vius&vius ukxfjd pkVZj dks vo'; gh la'kksf/r djuk pkfg, ftlesa vfuok;Z :i ls fd, x, dkjksckj ds
C;kSjs vFkok lkekU; lsok,a gksuh pkfg,a c'krsZ eq[; vf/dkfj;ksa ds uke] irk rFkk nwjHkk"k uEcj] lsok,a izkIr djus dh
izfØ;k] iznku dh xbZ lsok dh ykxrksa ls lacaf/r lwpuk] lsokvksa dk ekunaM (lhfer le; vkfn) f'kdk;r fuokj.k ra=k ds
lkFk&lkFk f'kdk;r fuokj.k i¼fr ds izHkkjh ds uke] irk] iQksu ua- vkSj bZ&esy vkSj lsokvksa dk ykHk ysus ds fy, ukxfjdksa
ds drZO; gksaA

3- ukxfjd pkVZj esa ifjHkkf"kr lsokvksa ds ekudksa dk ekWuhVj djus ds fy, izR;sd ljdkjh foHkkx vFkok laxBu esa
izfØ;k vFkok i¼fr dks Hkh lfUufgr dj fn;k tkuk pkfg,A iz;ksDrk vkSj i.k/kfjrkvksa ls iQhMcSd ysus ds ckn ukxfjd
pkVZj dh le;&le; ij leh{kk dh tkuh pkfg, vkSj mls pkVZj dh leh{kk esa lfEefyr fd;k tkuk pkfg,A

4- iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us ukxfjd pkVZj ds izHkkoh dk;kZUo;u ds fy, le;&le; ij dbZ
ekxZn'khZ fl¼kar tkjh fd, gS tks foHkkx ls lEc¼ osclkbV http//darpg.nic.in vkSj http//goicharters.nic.in ij
miyC/ gSA iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us ukxfjd pkVZj dh leh{kk djus vkSj izHkkoh ekWuhVfjax ds fy,
,d i¼fr dk;e djus rFkk ukxfjd pkVZj dh leh{kk ds fy, lgk;rk iznku dh FkhA

117
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
RAJNI RAZDAN MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
SECRETARY DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. D-13014/02/2007-PG Dated : December 5, 2007

The Administrative Reforms Commission (ARC) in its fourth report titled “Ethics in Governance”
has emphasized on the effective implementation of Citizens's Charters. The ARC in its report has observed
that “the Citizens Charters make administration both accountable and citizen friendly. A few years back
every government department and organization launched its Citizen's Charter. Over time, in a large
number of offices Citizens' Charters have fallen into disuse. The promises made in the Charters have
bacome pious declarations with no mechanism to enforce them”. ARC have there fore recommended that

Citizen's Charters should be made effective by stipulating the service levels and also the
remedy if these service levels are not met.

2. In light of the recommendations of the ARC, the government departments and organizations
working under your Ministry must revise their Citizen's Charters, which should necessarily contain the
details of business transacted or general services provided, name, address and phone numbers of key
officials, procedure to avail services, information on costs of service provided, standard of services (Time
limits etc.), Grievances Redress Mechanism with names, addresses, phone numbers and email of officials
in charge of Grievance Redress System and duties of citizens to avail the services.

3. A mechanism or system should also be put into place in each government department or
organization to ensure monitoring of standards of services defined in the Citizen's Charter. The Citizens'
Charter should be reviewed periodically after taking the feedback from users & stakeholders and they
should be involved in review of the Charter.

4. The Department of Administrative Reforms and Public Grievances have issued several guidelines
for effective implementation of Citizen's Charters from time to time, which are also available at the
Departmental related website http://darpg.nic.in & http://goicharters.nic.in. The Department of AR & PG
provides support in reviewing the Citizens Charter and putting in place a system for effective monitoring
and review of Citizen's Charter.

117
5- ljdkj }kjk iz'kklfud lq/kj vk;ksx dh mi;qZDr fliQkfj'k dks vc Lohdkj dj fy;k x;k gS vkSj vr% vuqjks/ gS
fd izHkkoh dk;kZUo;u dks lqfuf'pr djus ds fy, vkids ea=kky;@foHkkx esa ukxfjd pkVZj dks la'kksf/r fd;k tkuk pkfg,A

Hkonh;k]

gLrk@&
(jtuh jk”knku)
lHkh lfpo
(layXu lwph ds vuqlkj)

izfrfyfi & funs'kd (iz-lq-) dks i=kkpkj ds fy,A

118
5. The above recommendation of the Administrative Reforms Commission has now been accepted
by the Government and it is therefore requested that the Citizen's Charter should be revised in your
Ministry / Department to ensure its effective implementation.

Yours sincerely,

Sd/-
(Rajni Razdan)
All Secretaries
(As per list attached)

Copy to Director (AR) for Correspondence

118
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
jtuh jk”knku MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú laú Mhú&13014@02@2007&yks-f'k- fnukad% 21 tqykbZ] 2008

iz'kklfud lq/kj vk;ksx (iz-lq-vk-) us ^^'kklu esa uSfrdrk** uked viuh pkSFkh fjiksVZ esa ukxfjd pkVZj ds
izHkkoh dk;kZUo;u ij cy fn;k gSA iz'kklfud lq/kj vk;ksx us viuh fjiksVZ esa fVIi.kh dh gS fd ukxfjd pkVZj iz'kklu dks
nksuksa mÙkjnk;h vkSj ukxfjd vuqdwy cukrk gSA dqN o"kZ igys izR;sd ljdkjh foHkkx vkSj laxBu us viuk&viuk ukxfjd
pkVZj vkjEHk fd;k FkkA vusd dk;kZy;ksa esa ukxfjd pkVZj dk le;ksifj mi;ksx ugha gqvk gSA pkVZj esa dh xbZ opuc¼rk
,d ?kks"k.kk cu pqdh gaS vkSj mUgsa ykxw djus dh dksbZ izfØ;k ugha gS**A vr% iz'kklfud lq/kj vk;ksx us fliQkfj'k dh gS fd

^^lsok Lrjksa dks fu/kZfjr dj ukxfjd pkVZj dks izHkkoh cuk;k tkuk pkfg, vkSj ;fn ;s lsok Lrjksa dh
vko';drkvksa dh iwfrZ ugha djrh gS] rks blesa lq/kj fd;k tkuk pkfg,**A

2- iz'kklfud lq/kj vk;ksx dh fliQkfj'kksa ds vkyksd esa vkids ea=kky; ds varxZr dk;Z dj jgs ljdkjh foHkkx vkSj
laxBu dks vius&vius ukxfjd pkVZj dks vo'; gh la'kksf/r djuk pkfg, ftlesa vfuok;Z :i ls fd, x, dkjksckj ds
C;kSjs vFkok lkekU; lsok,a gksuh pkfg,a c'krsZ eq[; vf/dkfj;ksa ds uke] irk rFkk nwjHkk"k uEcj] lsok,a izkIr djus dh
izfØ;k] iznku dh xbZ lsok dh ykxrksa ls lacaf/r lwpuk] lsokvksa dk ekunaM (lhfer le; vkfn) f'kdk;r fuokj.k ra=k ds
lkFk&lkFk f'kdk;r fuokj.k i¼fr ds izHkkjh ds uke] irk] iQksu ua- vkSj bZ&esy vkSj lsokvksa dk ykHk ysus ds fy, ukxfjdksa
ds drZO; gksaA

3- ukxfjd pkVZj esa ifjHkkf"kr lsokvksa ds ekudksa dk ekWuhVj djus ds fy, izR;sd ljdkjh foHkkx vFkok laxBu esa
izfØ;k vFkok i¼fr dks Hkh lfUufgr dj fn;k tkuk pkfg,A iz;ksDrk vkSj i.k/kfjrkvksa ls iQhMcSd ysus ds ckn ukxfjd
pkVZj dh le;&le; ij leh{kk dh tkuh pkfg, vkSj mls pkVZj dh leh{kk esa lfEefyr fd;k tkuk pkfg,A

4- iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us ukxfjd pkVZj ds izHkkoh dk;kZUo;u ds fy, le;&le; ij dbZ
ekxZn'khZ fl¼kar tkjh fd, gS tks foHkkx ls lEc¼ osclkbV http//darpg.nic.in vkSj http//goicharters.nic.in ij
miyC/ gSA iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us ukxfjd pkVZj dh leh{kk djus vkSj izHkkoh ekWuhVfjax ds fy,
,d i¼fr dk;e djus rFkk ukxfjd pkVZj dh leh{kk ds fy, lgk;rk iznku dh FkhA

119
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
RAJNI RAZDAN MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
SECRETARY DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. D-13014/02/2007-PG Dated : 21 July, 2008

The Administrative Reforms Commission (ARC) in its fourth report titled “Ethics in Governance”
has emphasized on the effective implementation of Citizens's Charters. The ARC in its report has observed
that “the Citizens Charters make administration both accountable and citizen friendly. A few years back
every government department and organization launched its Citizen's Charter. Over time, in a large
number of offices Citizen's Charters have fallen into disuse. The promises made in the Charters have
bacome pious declarations with no mechanism to enforce them”. ARC have there fore recommended that

“Citizen's Charters should be made effective by stipulating the service levels and also the
remedy if these service levels are not met”.

2. In light of the recommendations of the ARC, the government departments and organizations
working under your State could consider revision of their Citizen's Charters, which should necessarily
contain the details of business transacted or general services provided; name, address and phone numbers
of key officials, procedure to avail services, information on costs of service provided, standard of services
(Time limits etc.), Grievances Redress Mechanism with names, addresses, phone numbers and email of
officials in charge of Grievance Redress System and duties of citizen's to avail the services.

3. A mechanism or system should also be put into place in each government department or
organization to ensure monitoring of standards of services defined in the Citizen Charter. The Citizens'
Charter could be reviewed periodically after taking the feedback from users & stakeholders and they
should be involved in review of the Charter.

4. The Department of Administrative Reforms and Public Grievances have issued several guidelines
for effective implementation of Citizen's Charters from time to time and these are also available at the
Departmental related website http://darpg.nic.in & http://goicharters.nic.in.

119
5- eSa bu fliQkfj'kksa ij vkidh ldkjkRed dkjZokbZ ds fy, mRlqdrk ls izrh{kk dj jgh g¡wA eS vkHkkjh jgwaxh ;fn vki
bl laca/ esa dh xbZ izxfr ls gesa voxr djk ldsaA

Hkonh;k]

gLrk@&
(jtuh jk”knku)

lHkh eq[; lfpoksa dks @ lwph ds vuqlkj

120
5. I look forward to your positive action on these revommendations. I would appreciate if we could
be kept informed of the progress made in the matter.

Yours sincerely,

Sd/-
(Rajni Razdan)

All Chief Secretaries / As per list

120
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
jtuh jk”knku MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú laú thú&11012@2@2009&yks-f'k- fnukad% 9 twu] 2009

f}rh; iz'kklfud lq/kj vk;ksx ^^ukxfjd dsfUnzd iz'kklu & 'kklu dk dsUnz fcUnq** uked bldh ckjgoha fjiksVZ
ds iSjkxzkiQ 4-6-2 esa ljdkjh laxBuksa dks ikjn'khZ vkSj tokc nsg rFkk flVhtu pkVZjksa dks vkSj vf/d izHkkoh cukus vkSj
ukxfjd dsUnzh;rk gsrq lIr lksiku ekWMy ds vko';d vaxhdj.k ds tfj, ukxfjd fgrS"kh cukus ds fy, fliQkfj'k dh gSA
bl ekWMy dks lsoksÙke ij foojf.kdk esa lksnkgj.k fn;k x;k gS tks vuqca/&I ds :i esa layXu gSA fliQkfj'kksa dks eaf=keaMy
lfpo dh vè;{krk esa iz'kklfud lq/kj ij dksj xzqi }kjk Lohdkj dj fy;k x;k gS vkSj ;s Hkkjr ljdkj ds lHkh
ea=kky;ksa @ foHkkxksa }kjk dk;kZfUor dh tkuh gSA

f}rh; iz'kklfud lq/kj vk;ksx }kjk dh xbZ fliQkfj'k ds vuqlkj lHkh ea=kky;ksa @ foHkkxksa @ laxBuksa dks muds
flVhtu pkVZjksa dks izHkkoh cukus ds fy, dfri; fl¼kar viukus gSaA iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx us bu
fl¼karksa dks flVhtu pkVZjksa ij ekStwnk fn'kk&funsZ'kksa esa 'kkfey dj fy;k gS vkSj ;s www.charter.gov.in ij miyC/ gSaA
Ñi;k vkids fu;a=k.kk/hu laxBuksa ds lHkh flVhtu pkVZjksa dks la'kksf/r djus ds fy, vkids ea=kky; dh vksj ls visf{kr
dkjZokbZ ds fy, bUgsa ns[kk tk,A

vkidk è;ku dsUnzh; lfpoky; dk;kZy; i¼fr fu;e iqfLrdk 12oka laLdj.k] ebZ] 2003 ds iSjkxzkiQ 157 dh
vksj Hkh vkdf"kZr fd;k tkrk gS ftlesa ea=kky;ksa @ foHkkxksa ls mudh okf"kZd fjiksVZ esa vuqca/&II ds vuqlkj lwpuk ds ikap
igyqvksa dks 'kkfey fd, tkus dh vis{kk dh xbZ gSA bl foHkkx }kjk fd, x, ,d losZ{k.k ls irk pyk gS fd cgqr ls
ea=kky; @ foHkkx okf"kZd fjiksVks± esa bl lwpuk dks 'kkfey ugha dj jgs gSaA blfy, vkils vuqjks/ gS fd okf"kZd fjiksVZ
2009&10 vkSj mlls vkxs bl vis{kk ds vuqikyu dks lqfuf'pr fd;k tk,A okf"kZd fjiksVZ esa ukxfjd dsUnzh;rk gsrq lIr
lksiku ekWMy ds vaxhdj.k ij lwpuk dks Hkh 'kkfey fd;k tk,A

bl foHkkx dks vkids ea=kky; @ foHkkx vkSj vkids fu;a=k.kk/hu ,sls laxBuksa ds fy, ekWMy ds vaxhdj.k @ dk;kZUo;u @
flVhtu pkVZjksa dks la'kksf/r djus dks ljy ,oa lqfo/ktud cukus esa [kq'kh gksxhA blds fy, Jh euh"k eksgu] funs'kd
(yksd f'kdk;r) ls nwjHkk"k 23745472 vFkok bZ&esy sevottam@nic.in ij laidZ fd;k tk ldrk gSA

121
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
RAJNI RAZDAN MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
SECRETARY DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. G-11012/2/2009-PG Dated : 9th June, 2009

The Second Administrative Reforms Commission in its twelfth report entitled ''Citizen Centric
Administration - the Heart of Governance'' in paragraph 4.6.2. has recommended for making Government
organizations transparents, accountable and citizen friendly through making Citizen's Charters more
effective and manadatory adoption of the 'Seven Step Model for Citizen Centricity'. This model has been
illustrated in the Brochure on Sevottam enclosed as Annex. I. The recommendations that have been
accepted by the Core Group on Administrative Reforms (CGAR) headed by Cabinet Secretary and are to
be implemented by all the Ministries/Departments of Government of India.

As recommended by the Second ARC all Ministries / Departments / Organizations have to adopt
certain principles to make their Citizen's Charter effective. The DARPG has included these principles in
the existing guidelines on Citizen Charter that are available on www.charter.gov.in. These may kindly be
accessed for requisite action on behalf of your Ministry for revision of the all Citizen's Charters of
organizations under your charge.

Your attention is also invited to Paragraph 157 of the Central Secretariat Manual of Office
Procedure, (CSMOP) 12th edition May, 2003 that requires Ministries/Departments to include five aspects
of information as per Annex II in their Annual Report. A study conductd by this Department has revealed
that many of the Ministries/Departments are not including this mandatory information in their Annual
Reports. You are therefore, requested to ensure compliance of this requirement from the Annual Report
2009-10 onwards. The Annual Report may also include information, on adoption of the Seven Step Model
for Citizen Centricity.

The Department would be happy to facilitate in the adoption / implementation of the


model/revision of the Citizen's Charters for your Ministry / Department and such organizations under your
charge. For this Shri Manish Mohan, Director (Public Grievances), can be contacted at Tel. 23745472 or
email sevottam@nic.in.

121
ea=kh lewg dks voxr djkus ds fy, fLFkfr dks v|ru djus dks ljy ,oa lqfo/ktud cukus ds fy, Ñi;k
vkids fu;a=k.kk/hu vkids ea=kky;ksa @ foHkkxksa @ laxBuksa }kjk ^^ukxfjd dsUnzh;rk gsrq lIr lksiku ekWMy** ds vaxhdj.k dh
iqf"V dh tk,A

Hkonh;k]
gLrkú@&
(jtuh jk”knku)

lsok esa]
lwph ds vuqlkj dsUnzh; ea=kky;ksa@foHkkxksa ds lHkh lfpoksa dksA

122
A confirmation on the adoption of 'Seven Step Model for Citizen Centricity' by your Ministry /
Departments / Organizations under your charge may kindly be conveyed to facilitate updating of the
position to be reported to the Group of Ministers.

Yours sincerely,

Sd/-
(Rajni Razdan)

To,
All Secretaries of Central Ministries/Departments as per list

122
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
jtuh jk”knku MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú laú thú&11012@2@2009&yks-f'k- fnukad% 9 twu] 2009

f}rh; iz'kklfud lq/kj vk;ksx us ^^ukxfjd dsfUnzd iz'kklu & 'kklu dk dsUnz fcUnq** uked bldh 12oha fjiksVZ
esa dsUnzh; ljdkj @ jkT; ljdkjksa @ la?k 'kkflr {ks=kksa ds iz'kklu ds varxZr lHkh laxBuksa }kjk ^ukxfjd dsUnzh;rk ij lIre
lksiku ekWMy* dks vfuok;Z :i ls viuk, tkus dh fliQkfj'k dh gSA eaf=keaMy lfpo ds usr`Ro esa iz'kklfud lq/kj ls
lacaf/r dksj xzqi (lh th , vkj) us dsUnzh; ljdkj ds lHkh ea=kky;ksa @ foHkkxksa esa vfuok;Z :i ls viuk, tkus dh bl
fliQkfj'k dks Lohdkj dj fy;k gSA iz'kklfud lq/kj ls lacaf/r dksj&xzqi us fliQkfj'k dks Lohdkj dj fy;k gS ftls viukus
ds fy, fopkj&foe'kZ gsrq lHkh jkT; ljdkjksa @ la?k 'kkflr {ks=kksa ds iz'kklu ds lkFk vknku&iznku fd;k tkuk gSA
vuqyXud&I ds :i esa layXu lsoksÙke ij foojf.kdk esa ukxfjd dsUnzh;rk ds fy, lIr lksiku ekWMy 'kkfey gSaA vkils
vuqjks/ gS fd jkT; ljdkj ds foHkkxksa @ laxBuksa @ la?k 'kkflr iz'kkluksa esa ekWMy dks viukus ij fopkj djsaA foHkkx jkT;ksa @
la?k 'kkflr {ks=kksa esa ekWMy dks viukus @ dk;kZUo;u dks ljy ,oa dkjxj cukus esa izlUu gksxkA blds fy, Jh euh"k eksgu]
funs'kd (yksd f'kdk;r)] iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx] nwjHkk"k 23745472 vFkok bZ&esy
sevottam@nic.in ij laidZ fd;k tk ldrk gSA

bl ekeys esa vkidh ljdkj @ iz'kklu ds fu.kZ; ds ckjs esa iqf"V ls fLFkfr dks v|ru djus esa ljy gksxk ftls ea=kh
lewg dks lwfpr fd;k tkuk gSA

Hkonh;k]
gLrkú@&
(jtuh jk”knku)
lsok esa]
lwph ds vuqlkj jkT; ds lHkh eq[; lfpo @
la?k 'kkflr {ks=kksa ds iz'kkluksa ds lHkh iz'kkld

123
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
GOVERNMENT OF INDIA
RAJNI RAZDAN MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
lfpo AND PENSIONS
SECRETARY DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

D.O. No. G-11012/2/2009-PG Dated : 9 June, 2009


th

The Second Administrative Reforms Commission in its Twelfth Report entitled ''Citizen Centric
Administration - The Heart of Governance'' has given a recommendation on mandatory adoption of the
‘Seven Step model on Citizen Centricity’ by all organizations under Central Government / State
Governments / Union Territories Administration. The Core Group on Administrative Reforms (CGAR)
headed by Cabinet Secretary has accepted this recommendation of mandatory adoption in all Central
Government Ministries / Departments. The CGAR has also accepted the recommendation to be shared
with all State Governments / Union Territory Administration for consideration for adoption. The ‘Seven
Step Model for Citizen Centricity’ is included in the Brochure on Sevottam enclosed as Annex I. You are
requested to consider adoption of the model in the State Government Departments / Organizations / Union
Territory Administrations. The Department would be happy to facilitate in the adoption / implementation
of the model in the States / Union Territories. For this Shri Manish Mohan, Director (Public Grievances)
DARPG can be contacted at Tel. 23745472 or email sevottam@nic.in.

A confirmation about the decision of your Government / Administration in the matter would
facilitate updating of the position to be reported to the Group of Ministers.

Yours sincerely,

Sd/-
(Rajni Razdan)
To,
All Chief Secretaries of States /
Administrators of UT Administrations as per list

123
lwpuk ,oa
lqfo/k iVy
INFORMATION AND
FACILITATION COUNTERS
vè;k; & 6
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ
ubZ fnYyh&110001
MkWú ihú ,lú ,ú lqUnje GOVERNMENT OF INDIA
vij lfpo MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
nwjHkk"k% 3732133] 3732546 AND PENSIONS
iSQDl% 3732133 DEPARTMENT OF ADMINISTRATIVE REFORMS
AND PUBLIC GRIEVANCES
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110001

vú 'kkú i=k laú dsú&13011@2@97&ihúthú fnukad% 7&04&1997


fo"k;% yksxkas ds fy, tu dk;kZy;ksa esa lqfo/k dkmaVj LFkkfir djukA
fiz;]

izHkkoh vkSj mRrjnk;h iz'kklu ds vUrxZr eaf=keaMy lfpo }kjk fu.kZ; fy;k x;k gS fd Hkkjr ljdkj ds lHkh
ea=kky;ksa o foHkkxksa esa tu lqfo/k dsUnz LFkkfir fd, tk, tks ukxfjdksa dks lwpuk o tkudkjh miyC/ djk,ax]s iQkeZ
o futh vkosnu ysaxs vkSj laLFkk ds izksxzke vkfn ds ckjs esa tkudkjh nsaxsA
2- izFke pj.k esa] ,sls ea=kky; o foHkkx tks lapkj Hkou] 'kkL=kh Hkou] Ñf"k Hkou] m|ksx Hkou] fuekZ.k Hkou] jsy
Hkou o ukFkZ Cykd esa fLFkr gSa vius&vius lqfo/k dkmUVj lqj{kk ls ckgj ds {ks=k esa LFkkfir djsaxs vkSj ;g dk;Z
vxys rhu ekg esa iwjk fd;k tk,xkA lqfo/k dkmUVjksa esa dSlh tkudkjh dh turk dks vko';drk gS] blds fy, ,d
rhoz losZ{k.k ^,xftV iksy* dh rjg] fd;k tk,xk] rkfd dk;kZy; esa vkus okys yksxksa ls irk py lds fd fdl izdkj
dh tkudkjh ds fy, os vkrs gSaA bl rjg tkudkjh miyC/ djokus ds fy, ea=kky;ks@foHkkxksa dks vius vkarfjd izkSlsLl
Hkh lq/kjus iM+sxs vkSj vij lfpo ;k MSLd vf/dkjh dks bldh ftEesnkjh nsuh gksxh] o dEI;wVj lEidZ Hkh nsuk gksxkA
3- bl ij ,d fooj.k vuqcU/ esa layXu gSA
4- lfpo (dkfeZd) us fnukad 11 vizSy 1997 dks iwokZg~u 11-30 cts lfefr d{k 119] x`g ea=kky; ukFkZ CykWd]
esa ,d cSBd cqykbZ gS ftlesa bl lEcU/ esa vkxkeh rRdky dk;Zokgh lqfuf'pr dh tk,xhA
5- vki ls vuqjks/ gS fd vius ea=kky; ds la;qDr lfpo (iz'kklu) rFkk dEI;wVjhdj.k] ,uúvkbZúlhú ds leUo;u
vf/dkjh dks bl cSBd esa Hkkx ysus ds fy, HkstsaA
lknj]
Hkonh;]
gLrkú
mi;qZDr vuqlkj lkr Hkouksa esa (MkWú ihú ,lú ,ú lqUnje)
fLFkr ea=kky;ksa@foHkkxksa ds lfpoksa dks

126
CHAPTER & 6

vij lfpo
i'zkklfud l/q kj vkjS ykds f'kdk;r foHkkx
Hkkjr ljdkj
ljnkj iVys Hkou] ll a n ekx]Z ubZ fnYyh&110001
Mk- ih- ,l- ,- lnaqje ADDITIONAL SECRETARY (AR &T)
DR. P.S.A. SUNDARAM DEPARTMENT OF ADMINISTRATIVE
Tele.: 3732133, 3732546 REFORMS & PUBLIC GRIEVANCES
Fax: 3732133 GOVERNMENT OF INDIA
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D.NO. No. K-13011/2/97-PG Dated : 7.04.1997

Subject: Setting up people Facilitation Counters in public offices.

Dear
As a measure of responsive and effective administration, it has been decided by the Cabinet Secretary
to set up Facilitation Counters at the Reception at all the Ministries/Departments of the Government of
India for disseminating information to the citizen/user regarding schemes/procedures of the organization,
forms and applications, and about individual applications.
2. It has been decided that in the first phase, Ministries/Departments located in Sanchar Bhavan, Shastri
Bhavan, Krishi Bhavan, Udyog Bhavan, Nirman Bhavan, Rail Bhavan and North Block should set up
such counters in the security-free areas for the convenience of the citizen/user within the next three
months. It is prosposed that a rapid survey is undertaken, similar to an exit poll, to get information on the
type of information and services sought by the people coming to government offices. Related to the
provision of this information and services to the public, the internal procedures would need to be streamlined,
the responsibility centers at US/Desk officer level identified, and the provision of computer terminals
arranged.
3. A concept note with an annex on the salient features of the proposed counter is enclosed for reference.
4. For formulating further immediate action in this regard, Secretary (Personnel) has convened a meeting
on the11th April, 1997 at 11.30 a.m. in the Committee Room No. 119 of the Ministry of Home Affairs,
North Block.
5. I am to request you to depute the Joint Secretary in-charge of Administration and Computerisation
along with NIC coordinator in your Ministry/Department to attend the meeting.

With regards,

Yours sincerely,

Sd/-
(P.S.A. Sundaram)
Secretaries of all Ministries/Departments offices located in
7 buildings mentioned above.

126
vuqca/

turk dks yksd dk;kZy;ksa ,oa lqfo/k dsUnzksa


ls dEi;wVj ds ekè;e ls tkudkjh miyC/ djkuk

;kstuk%
1- iz'kklfud lq/kj dk] yEch vkSj NksVh vof/ dks n`f"V ls] 'kh?kz o vklku rjhds ls tkudkjh miyC/
djkuk] ,d lesfdr i{k gSA ;g tkdkjh ljdkj }kjk fd, tk jgs dk;ks± vkSj miyC/ djkbZ tk jgh lsokvksa
ds lEcU/ esa mfpr ¶eSusteSUV buiQkjes'ku flLVe* dks cuk dj miyC/ djkbZ tk ldrh gSA Hkkjr ljdkj
ds foHkkxksa esa mfpr O;oLFkk u gksus ds dkj.k yksd f'kdk;rksa ds fuokj.k esa foyEc gksrk gS D;ksafd tkudkjh
miyC/ ugha gks ikrhA blls yksxksa }kjk ek¡xh tkus okyh lwpuk le; ij@miyC/ ugha gks ikrhA blds fy,
vkSj ,d LFkku ls tkudkjh ;k lwpuk dkmUVj dh O;oLFkk djuk vko';d gks x;k gSA
2- blesa nks {ks=kksa dk lEcU/ gksxkA igyk ;g fd mfpr dEi;wVj iz.kkyh cukbZ tk, ftlls] dsUnz ljdkj ds
lHkh dk;kZy; VSfydkWe ;k jsyos] rFkk buds eq[; dk;kZy; o jkT;ksa esa {ks=kh; dk;kZy;ksa dks tksM+k tk lds
ftlls lkjh tkudkjh izHkkoh :i ls yksxksa dks nh tk ldsA blls ljdkj dk dk;Z Hkh lqpk: cu tk,xkA
nwljk {ks=k ;g gS fd ukxfjdkas dks vklkuh ls lwpuk miyC/ djokus ds fy, ljdkj fofHkUu dk;kZy;ksa ds
lHkh Lrjksa dks tksM+k tk, rkfd jktlfod ys[kk rFkk izek.ki=k ijfeV] yksd f'kdk;r vkfn ds ekeyksa@ij
tkudkjh dEi;wVj ds vk/kj ij vklkuh ls miyC/ djkbZ tk ldsA
3- Hkkjr ljdkj esa bl ekeys ij ,d fo'ks"kK xzqi laxfBr fd;k x;k gSA ljdkj blds fy, dkuwu ykus ;k
fdlh dkuwu esa la'kks/u djus ij Hkh fopkj dj jgh gS] rkfd fcuk fdlh :dkoV ds dEi;wVjhdj.k ds
ekè;e ls ljdkjh tkudkjh] ukxfjdksa dks miyC/ djkbZ tk ldsA
4- ;g fofnr gS fd jk"Vªh; izkS|ksfxdh dsUnzkas (,uúvkbZúlhú) }kjk jkT;ksa esa dEi;wVjhdj.k ls yksd lEidZ
dh O;oLFkk dh tk jgh gSA ftyk Lrj ij ,uúvkbZúlhú uSV miyC/ vkSj dk;kZUof;r gSA ftyk Lrj ij
,uúvkbúZlhú leUo; lfefr us 6]000 tkudkjh cl s MVskcl s cuk fy, gS vkjS thúvkbúZ,lúVhú,uúvkbúZlhú
}kjk vFkZO;oLFkk vkSj ljdkjh dk;ks± ij lwpuk miyC/ djkbZ tk jgh gSA blesa vU; lsok,a tksM+us dk iz;kstu
gSA ftyk dksVZ dks Hkh dEi;wVj uSVodZ ls tksM+k tk jgk gS rkfd U;kf;d fu.kZ;ksa ij tkudkjh miyC/ gks
ldsA 150 dksVks± esa ;g dk;Z iwjk gks pqdk gSA dbZ jkT;ksa esa ljdkj ,uúvkbZúlhú }kjk miyC/ djkbZ tkus
okyh lsokvksa ls ykHk mBk jgh gSA dsUnz ljdkj tehu ys[kkvksa ds dEi;wVjhdj.k ds fy, Hkh lgk;rk
miyC/ djk jgh gSA dqN jkT; ljdkjksa us viuh iz.kkyh Hkh cukbZ gS tSls fd vkU/z izns'k esa ljdkjh feflys
dk lapkyu] fofHkUu ;kstukvksa dh izxfr dh ekWuhVfjax vkfn tks dEi;wVj ls gks jgh gSA
5- turk dks tu lsokvksa ds ckjs esa tkudkjh miyC/ djkus dh ;kstuk ds vUrxZr ;g izLrko gS fd ukxfjd
lwpuk dsUnz LFkkfir fd, tk,a (igys jkT;ksa dh jkt/kfu;ksa esa) tks ikbyV vk/kj ij] igys tu forj.k
,oa miHkksDrk ekeyksa ds foHkkxksa esa vkSj jkT; ljdkjksa ds lg;ksx o varfuZgr lsA ;s dsUnz LoSfPNd
vfHkdj.kksa }kjk] miHkksDrk dY;k.k iQ.M ls izkIr lgk;rk ls pyk, tk,xsaA ysfdu vklkuh ls ukxfjdksa dks
tkudkjh ,oa yksd f'kdk;r fuokj.k lwpuk miyC/ djkus dh lqfo/k] tu dk;kZy;ksa esa LFkkfir dkmUVjksa
ls gh] nh tk ldrh gSA

127
Annex

COMPUTERISED ACCESS OF THE PEOPLE TO INFORMATION


FROM PUBLIC OFFICES AND FACILITATION COUNTERS

Scheme:

1. An integral aspect of administrative reforms, both in the short term and in the longer perspective
is related to the speedy and easy access of information to the public on the services and activities
of Govt. and the development of appropriate Management Information Systems in Government.
There are considerable delays in redressal of grievances and securing access to information,
since Government departments with a public service interface do not have a mechanism to
provide information to the citizens across the counter or to deal with their queries and complaints
at a single point.
2. This would necessarily involve two areas. The first is related to the development of an appropriate
computerized network of information to internally link all offices of Central Government, Telecom
or Railways, as well as to integrate Central or state offices for effective information sharing in
the cause of services to investors and the public, and more intelligent government. The second
aspect would be linked to the need to ensure widespread and easy access of citizens to information
at various levels in the Government, and its agencies, as well as the issue of revenue records and
certificates, simplified and speedy systems of securing approvals and permits, redressal of grievances
etc. with the help of computers.
3. The Expert Group set up by the Government of India is examining these issues. Meanwhile, the
Government is studying the legislative amendments or new laws necessary to ensure the legal
and transactional acceptability of computerized data transfer and printouts.
4. It is evident that a significant infrastructure to create a computerized public interface is already
available through National Informatics Centre (NIC), which is working closely with the state
government. The district NICNETs are fully operational, and district level NIC co-ordination
committees at the state level. NIC had already set up 6,000 data based and the GISTNic is
providing information on various aspects of the economy and functioning of Government, to
which a new section on public services is now proposed to be added. All the district courts are
proposed to be computerized with NIC help over the next years, to provide uptodate information
on judgments and the stage of cases, with 150 courts covered already. Many state governments
are taking full advantage of the facilities provided by NIC, including the Central assistance for the
computerization of land records, and have also devised their own systems to computerize
procedures, information to the public etc., states like Andhra Pradesh are monitoring the movement
of files, and the implementation of scheme through the computers.
5. As part of the programme to disseminate information on public services to the public, it is
proposed to set up citizen information centers on a pilot basis (starting with all State Capitals)
through the efforts of the Department of Consumer Affairs and Public Distribution, and the
involvement of state governments. These centers would be run by voluntary agencies with
assistance from the Consumer Welfare Fund. However, the real help needed by the citizens in
terms of security various services or getting their complaints promptly attended to besides
information on procedures and forms can be provided only through counters set up in public
offices.

127
6- Hkkjr ljkdj us fu.k;Z fy;k gS fd ljdkj ds lHkh dk;kZy;ksa ,oa vf/dj.kksa esa ,d dEi;wVj vk/kfjr
tu lEidZ LFkku gksxk ftldk mn~ns'; turk dks iQhl ds vk/kj ij tkudkjh miyC/ djkuk gksxk lHkh
dsUnzh; ea=kky; o muds vf/dj.k ;g lqfuf'pr djsaxs fd lkjh vxksiu tkudkjh yksxksa dks lqfo/k dsUnzksa
ds ekè;e ls miyC/ djkbZ tk, tks fd ea=kky;ksa esa Lokxr d{k ds lkFk&lkFk ;k ikl esa [kksys tk,axsA
;s egkjk"Vª esa ydhuk ekWMy ij vk/kfjr gks ldrs gSaA ;s dkmUVj lkjs fnu [kqys jgsaxs vkSj bu ij uezrk
ls O;ogkj ds fy, izf'kf{kr O;fDr rSukr fd, tk,axsA bu O;fDr;ksa dks vaxzsth ,oa {ks=kh; Hkk"kk dk Hkh Kku
gksuk pkfg;sA vkSj bUgsa dEi;wVj ij dk;Z djuk Hkh vkuk pkfg;sA lqfo/k dsUnzksa ds eq[; vko';drk,a layXu
dh tk jgh gSaA bu dkmUVjksa ij ,sls dEi;wVj@miyC/ djk, tkus pkfg;sa ftlls cdk;k ekeyksa dh fLFkfr]
izrh{kk&lwph vkfn ij rRdky tkudkjh miyC/ djkbZ tk lds vkSj ijfeV] ykblSal vkfn fizUV djus
dh lqfo/k gksA

7- jkT; ljdkjksa dks Hkh dqN ,sls gh iz;Ru vkjEHk djus pkfg;sa ftu ls yksxksa }kjk ek¡xh tkus okyh vf/dre
tkudkjh lqfo/k dsUnzksa ds ekè;e ls] ftyk ,oa 'kgjh Lrj ij ;k jkT; ds foHkkxksa ,oa tu lsokvksa ds dsUnzksa
esa] LFkkfir dsUnzksa ls miyC/ djkbZ tk ldsA ,uú vkbZú lhú dsUnz ljdkj ,sls dkmUVj LFkkfir djus esa
lgk;d jgsxh vkSj blds fy, dk;Zokgh fof/ esa rFkk 'kfDr;ksa dk izR;k;kstu esa ifjorZu ;k la'kks/u djsxhA
dsUnz ljdkj o jkT; ljdkjksa vkilh lg;ksx ls Hkkjr ds yksxksa dks lHkh 'kgjksa] rglhyksa] ftyksa esa uoh
iapo"khZ; ;kstuk ds varxZr] lHkh tu lEidZ dk;kZy;ksa esa] de ls de ,d lwpuk ,oa lqfo/k dsUnz [kksy
ldrh gS rkfd ijs'kku miHkksDrk ;k vkosnd dks lqfo/k gksA lkFk gh ;g lqfo/k iqfyl LVs'kuksa esa Hkh
miyC/ djkbZ tk ldrh gSA

izØe dk;Zokgh

8- tu lsokvksa ij lwpuk] 'kgjh vkSj xzkeh.k {ks=kksa esa vklkuh ls miyC/ djkus ds fy, jkT; ljdkjksa }kjk
dk;Zokgh dh tk ldrh gSA blds fy, ,d fu;ksftr ;kstuk ds vk/kj ij iz'kklu dk;ks± dk dEI;wVjhdj.k
fd;k tk ldrk gS] vkSj bl ij ”kksj fn;k tk ldrk gS fd turk dks dkmUVj }kjk izkFkfed lwpuk ,oa
lsok,a miyC/ gks ldsA bl dksf'k'k ds tu lqfo/k dsUnz tks fd lHkh ljdkjh dk;kZy;ksa esa gksxsa ds lkFk
tksM+k tk ldrk gSA

tu lqfo/k dsUnz% izeq[k ckrsa

czks'kj] cqdysV vkfn }kjk lsokvksa] ;kstukvksa rFkk dk;Zfof/ ij tkudkjh miyC/ djkukA
dEI;wVj uSVodZ ds ekè;e ls izrh{kk lwph o vkosnuksa dh fLFkfr ij uohure tkudkjh miyC/ djkukA
nwjHkk"k ij ;k futh lEidZ ls turk dks fcyksa ds Hkqxrku] jftLVªs'ku] tehu@edku vkcaVu] Hkqxrku vkfn ij tkudkjh
miyC/ djkukA
fofHkUu iQkeZ Hkh lqfo/k dsUnzksa ij miyC/ gksus pkfg;sa pkgs muij dk;Zokgh dgh vU; LFkku ij gksrh gSA
tu f'kdk;rksa dks izkIr dj] mudh ikorh nsrk rFkk fdl vuqHkkx esa f'kdk;r ij dk;Zokgh gksxh] bldh lwpuk Hkh
ikorh esa nsukA

128
6. The Government of India has decided that all officers of the Government and agencies under it
should have a computerized public interface, aimed at dissemination of information to the public
for a fee or fare of charge. The Central Government Ministries and their agencies would take
steps to sure provision of all unclassified information on procedures and decisions to the public
through facilitation counters which should be set up near the reception hall of the Ministries or
offices, similar to the Lakhina model in Maharasthra. These counters would be operated continuously
during the day by trained officials with courteous approach, with the capacity to converse in
English and the local language, and capable of using computers. The salient features of the
facilitation center are enclosed. These counters can be provided with computer consoles to provide
instant information on the status of pending cases, waiting lists, etc., and also print out permits and
licenses across the counter wherever possible.
7. The state governments could consider similar steps to identify services most frequently required
by the people, and set up people facilitation counters in all offices with a public interface in the
districts and towns/State Departments, Directorates and Public Utilities. The Central Government
could consider supporting the establishment of these counters through help from the NIC training
of staff etc., and ensure delegation of powers and procedural changes for this purpose. The
Central and state governments can jointly work towards providing the people of India in all
Tehsils, districts and towns so that, over the Ninth Plan period, all the public offices have at least
one information and facilitation outlet for the harassed consumers or the applicant. The facility
could be extended to the police stations at the same time.

Processed Action

8. The State Governments could consider steps to promote widespread and easy access of the
people in rural and urban areas to information on public services, details of government schemes,
status of applications, allotments and permits etc. They could ensure this through the systematic
and phased computerization of administrative operations with the help of NIC, and the emphasis
on providing quick information and assistance to the people across the counter for priority services
in all offices with public interface. This could be linked with the scheme for public facilitation
counters in all government offices.

Public Facilitation Centre: Salient Features

Provide information regarding services, schemes and procedures through brochures, booklets report etc.

Provide information regarding position of waiting list and applications through computer, screens updated
every day, and through comptuerised query to Departmental data base.

Provide information regarding matters such as bill payment, registration, land/house allotment, payments,
etc. on phone or personally to the public.

Forms which are to be utilized for various procedures should be available at the Facilitation Centre, even
if the processing is to be done elsewhere.

Receive complaints, issue acknowledgement slips indicating the section dealing with the complaints.

128
vaxzsth o {ks=kh; Hkk"kk tkuus okyk ,d ofj"B vf/dkjh Hkh lqfo/k dsUnz ij miyC/ jguk pkfg;s vkSj mls mfpr
izf'k{k.k lfgr] dEi;wVj iz;ksx dh tkudkjh Hkh gksuh pkfg;sA

lqfo/k dsUnzksa ij le; lhek,W o vU; dk;Z ekud iznf'kZr gksus pkfg;sA

lqfo/k dsUnzksa dh fLFkfr o dk;Z le; dk Hkh izpkj gksuk pkfg;s rkfd vkSlr ukxfjd vklkuh ls ogk¡ igq¡p ldsA

tgk¡ laHko gks bUVjdke ;k bUVj ,fDVo O;kl iz.kkyh }kjk iwNrkN ij tkudkjh miyC/ djkbZ tkuh pkfg;sA

izrh{kk LFkku ij fo'ks"kdj o`¼ o fodykaxksa ds cSBus o izrh{kk djus ds LFkku ij] cSUp o ia[ks gksus pkfg;saA

129
A sufficiently senior officer is to man the Facilitation Centres with appropriate orientation, capable of
speaking English and local language for handling customers, and knowledge of use of computers.

Time limits and other details be notified through display boards at the Facilitation Centres for completion
of various procedures and for disposal of cases.

Ensure easy accessibility to Facilitation Centres for the Customer and average citizen, and publicity
regarding the location and hours of access.

Utilising Inter Active Voice System where feasible for enquiry response.

Benches and fans for the waiting public especially the old and the handicapped.

129
vij lfpo
iz'kklfud lq/kj vkSj yksd f'kdk;r foHkkx
Hkkjr ljdkj
ljnkj iVsy Hkou] laln ekxZ] ubZ fnYyh&110001
ADDITIONAL SECRETARY (AR & T)
MkWú ihú ,lú ,ú lqUnje GOVERNMENT OF INDIA
vij lfpo DEPARTMENT OF ADMINISTRATIVE
nwjHkk"k% 3732133] 3732546 REFORMS AND PUBLIC GRIEVANCES
iSQDl% 3732133 SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

vú 'kkú i=k laú dsú&13011@2@97&ihúthú fnukad% 2 flrEcj] 1997

fo"k;% yksxkas ds fy, tu dk;kZy;ksa esa lqfo/k dkmaVj LFkkfir djukA

fiz;]

izHkkoh vkSj mRrjnk;h iz'kklu ds fy, eaf=keaMy lfpo }kjk fu.kZ; fy;k gS fd Hkkjr ljdkj ds lHkh ea=kky;ksa
o foHkkxksa esa lqfo/k dkmUVj LFkkfir fd, tk,xsa tks ukxfjdksa dks fofHkUu ;kstukvksa] vkosnu iQkeZ dk;kZy; dh dk;Z
fof/ vkfn ij tkudkjh miyC/ djk,axAs
2- loZizFke] ,sls dkmUVj lapkj Hkou] 'kkL=khHkou] Ñf"k Hkou] m|ksx Hkou] fuekZ.k Hkou] jsy Hkou] vkSj ukFkZ Cykd
esa fLFkr ea=kky;ksa o foHkkxksa esa LFkkfir fd, x, gSaA vkids ea=kky;@foHkkx dh vc ckjh gS fd ,d lqfo/k dkmUVj
cuk, vkSj mls 31&12&1997 rd dk;kZfUor djsaA blds fy, txg ns[kuk] ysvkmV ;kstuk cukuk] foÙkh; O;oLFkk
djuk] lkWÝVos;j] fMLiys cksMZ] okafNr LVkiQ dk izf'k{k.k rFkk dkmaVj dk izpkj vkfn dk;Z djus gSA txg ds vkoaVu
ds fy, Jh ,lú dsú pkoyk] eq[; vfHk;Urk (ubZ fnYyh tksu izFke) lhúihúMCywúMhú (nwjHkk"kk 301784) vkSj
ysvkmV ;kstuk ds fy, MWú chúdsú x;ksjksyk] miegkfuns'kd] ,uúvkbZúlhú (nwjHkk"k 4362753) ls lEidZ fd;k
tk ldrk gSA
3- izLrko gS fd ^,xftV iksy* dh rjg ,d 'kh?kz losZ djk;k tk, ftl ls ea=kky; esa vkus okys ukxfjdksa }kjk ek¡xh
tkus okyh lwpukvkas ds ckjs esa irk fd;k tk,A bl tkudkjh ds vk/kj ij vkarfjd dk;Z fof/ ,oa iz.kkyh esa mfpr
la'kks/u fd;k tk, rkfd ekaxh tkus okyh lwpuk ;k tkudkjh ds uSVodZ }kjk dkmUVj ij miyC/ djk;k tk ldsA
,d vij lfpo ;k MSLd vf/dkjh Lrj ds O;fDr dks bl dk;Z dh ftEesnkjh nh tk, vkSj dEi;wVj VfeZuy dh
O;oLFkk dh tk,A
4- izLrkfor dkmUVj dh eq[; ckrksa ij ,d fVIi.kh uksV lanHkZ ds fy, layXu gSA
5- eSa vkils vuqjks/ d:¡xk fd la;qDr lfpo (iz'kklu) dh uksMy vf/dkjh fufeZr djsa vkSj mudk uke] irk] nwjHkk"k]
iSQDl dk fooj.k Hkstsa rkfd bl lEcU/ esa i=kkpkj fd;k tk ldsA
6- ;g fu.kZ; fy;k x;k gS fd ;s dkmUVj 31&12&1997 rd dk;kZfUor dj fn;s tk,axs bl dk;Z dh izxfr ij ,d
ekfld fjiksVZ Hkh gesa Hkstus dh Ñik djsaA
Hkonh;
(MkWú ihú ,lú ,ú lqUnje)
lHkh ea=kky;ksa@foHkkxksa ds lfpoksa dks

130
vij lfpo
i'zkklfud l/q kj vkjS ykds f'kdk;r foHkkx
Hkkjr ljdkj
ljnkj iVys Hkou] ll a n ekx]Z ubZ fnYyh&110001
Mk- ih- ,l- ,- lnaqje ADDITIONAL SECRETARY (AR &T)
DR. P.S.A. SUNDARAM DEPARTMENT OF ADMINISTRATIVE
Tele.: 3732133, 3732546 REFORMS & PUBLIC GRIEVANCES
Fax: 3732133 GOVERNMENT OF INDIA
SARDAR PATEL BHAVAN, SANSAD MARG
NEW DELHI-110 001

D.NO. No. K-13011/2/97-PG Dated : 2nd September, 1997

Subject:- Setting up people Facilitation Counters in public offices

Dear,

As a measure of responsive and effective administration, it has been decided by the Cabinet Secretary
to set up Facilitation Counters at the Reception at all the Ministries/Department of the Government of
India for disseminating information to the citizen/user regarding schemes/procedures of the organization,
forms and applications, and about individual applications.
2. In the first phase, such counters have been set up in Ministries/Departments located is Sanchar Bhavan,
Shastri Bhavan, Krishi Bhavan, Udyog Bhavan, Nirman Bhavan, Rail Bhavan and North Block and Dak
Bhavan. Your Ministry/Department has now been identified for setting up of a Facilitation Counter and
making it operational by 31.12.1997. These counters are to be set up in the security-free areas for the
convenience of the citizen/user. The counters already set up in the above Bhavans might serve as a model
for setting up the facilitation counter in your Ministry/Department. This will involve identifying the location,
preparation layout, estimate, financial sanction, requisite software information for software, display boards,
identifying and training the staff for manning the counter and giving publicity regarding the counter. Shri S.
K. Chawla, Chief Engineer (New Delhi Zone I) C.P.W.D (Tel. No. 3017284) regarding identifying location
preparation of layout, estimate and Dr. B. K. Gairola, D.D.G., N.I.C (Tele. No. 4362753) regarding
software may be contacted.
3. It is proposed that a rapid survey is undertaken similar to an exit poll, to get information on the type of
information and services sought by the people coming to government offices. Related to the provision of
this information and services to the public, the internal procedures would need to be streamlined, the
responsibility centers at US/Desk Officer level identified, and the provision of computer terminals arranged.
4. A concept note with an annex on the salient features of the proposed counter is enclosed for reference.
5. I am to request you to nominate the Joint Secretary incharge of Administration as the nodal officer and
intimate his name, address and telephone/fax number for correspondence in this regard.
6. It has been decided that these counters should be operational by 31.12.97. A monthly progress report
regarding the action taken may please be sent to us.
Yours sincerely,
(P.S.A. Sundaram)
All Secretaries of Ministries/Departments

130
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r rFkk isa'ku ea=kky;
ubZ fnYyh&110001
GOVERNMENT OF INDIA
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
,lú ,lú }kjk AND PENSIONS
lfpo NEW DELHI-110001
nwjHkk"k% 23092056
23094848
iQSDl% 23092432
vú 'kkú i=k laú ,pú&18013@3@2003&ihúthú (lhlh) 28 ebZ] 2003
fiz; lfpo]

tSlk fd vki dks Kkr gS fd eaf=ke.My lfpo }kjk igy dh xbZ gS fd dkfeZd] yksd f'kdk;r vkSj is'a ku
foHkkx ds ekè;e ls iz'kklu dks vkSj izHkkoh o tokcns; cuk;k tk,A iz'kklu esa ikjnf'kZrk ,oa tokcns;h ykus ds fy,
,d fo'ks"k dne mBk;k x;k gS ftlls vklkuh ls vkSj 'kh?kzrk ls turk dks ljdkj ds dk;ks± o miyC/ lsokvksa vkSj
ijfeV] ykblsUl] f'kdk;rksa ds fuokj.k vkfn ij uohure fLFkfr] lwpuk o tkudkjh miyC/ djkbZ tk ldsA bl mn~ns';
ls Hkkjr ljdkj us fu.kZ; fy;k gS fd mlds lHkh dk;kZy;ksa esa lwpuk vkSj lqfo/k dkmUVj (vkbZú ,iQú lhú) LFkkfir
fd;s tkus pkfg;sa] vkSj lcls igys bUgsa ,sls lHkh ea=kky;ksa foHkkxksa esa [kksyk tkuk pkfg;s tgk¡ tu lEidZ vR;f/d gksA
vc rd ,sls 93 dkmUVj fofHkUu ea=kky;ksa vkSj muds v/huLFk dk;kZy;ksa esa [kksys tk pqds gSaA
2- x`g ea=kky; ij foHkkxh; lalnh; LFkk;h lfefr us viuh 99oha fjiksVZ&o"kZ 2003&04 ds fMekaM iQkj xzkUVj esa
dkfeZd] yksd f'kdk;r vkSj isa'ku ea=kky; ds lEcU/ esa fuEufyf[kr fVIi.kh nhA
¶ea=kky; }kjk vkbZú ,iQú lhú [kksyus ds ckjs esa nh xbZ lwpuk dks ns[krs gq, ;g lfefr viuk iwoZ er] nksckjk
nksgjkrh gS fd ljdkj dks ,slk izR;sd ea=kky;@foHkkx@laLFkk] ftUgksa us vc rd vkbZú ,iQú lhú LFkkfir ugha dh gS]
mUgsa ekWuhVj djuk pkfg;s vkSj mfpr lgk;rk nsuh pkfg;s vkSj bl ij ,d foLr`r fjiksVZ lfefr dks viuh ,úVhúvkjú
esa nsuh pkfg;sA¸
3- lalnh; LFkk;h lfefr dh bl fVIi.kh dks è;ku esa j[krs gq,] vkils esjk vuqjks/ gS fd vius lHkh vf/uLFk
dk;kZy;ksa o v/hdj.kksa esa le;c¼ rjhds ls vkbZú ,iQú lhú [kqyokus dh O;oLFkk djsaA eSa vkbZú ,iQú lhú ds izeq[k
vko';drkvksa ij ,d uksV layXu dj jgk gw¡A ;s dsoy eq[; ekxZn'kZu gSa vkSj izR;sd laLFkk }kjk viuh lsok vkiwfrZ
vkfn ds fy,] vkdkj] foLrkj] tu lEidZ dh vko';drk vkfn ds vk/kj ij vk/kfjd lajpuk (bUizQkLVZDpj) dh
vko';drk dks ns[kuk gSA ;fn ekxZ funsZ'kksa ds vk/kj ij lqfo/k dkmUVj [kksyus ds fy, iz'kklfud lq/kj ,oa yksd
f'kdk;r foHkkx dh en~n dh vko';drk gks rks gekjh lsok,a ges'kk miyC/ gSA ;fn vkids vf/uLFk dk;kZy;ksa esa
fdlh us vkbZú ,lú lhú LFkkfir dj fy;k gS rks ml dk;kZy; dk uke o iwjk irk vkSj mlesa vkbZú ,iQú lhú dks
[kksyus dk LFkku lwfpr djsaA

lknj]
Hkonh;
(,lú ,lú }kjk)
layXu % ;FkksDr

131
Hkkjr ljdkj
dkfed
Z ykd
s f'kdk;r rFkk i'asku e=akky;
ubZ fnYyh&110001
GOVERNMENT OF INDIA
S.S. DAWRA MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES
AND PENSIONS
lfpo NEW DELHI-110 001
SECRETARY
Tel.: 23092056
23094848
Fax: 23092432
D.O. No. H-18013/3/2003-PG(CC) May 28, 2003

Dear Secretary,
You are aware of the exercise initiated by the Cabinet Secretary through the Ministry of Personnel,
Public Grievances and Pensions for ensuring effective and responsive administration. One of the important
measures envisaged for accountability and transparency in administration is easy and speedy access to
information for members of the public in respect of the services and activities of the Government as well
as facilitation of approvals, permits and redress of grievances. With this objective in view, the Government
of India decided that all its offices should set up their Information and Facilitation Counters (IFCs) starting
with those Ministries/Department/Organizations who have large public interface. So far 93 such counters
have been set up by various Ministries/Departments and the organizations under their administrative
control.
2. The Department Related Parliamentary Standing Committee on Home Affairs in its 99th Report on
Demands for Grants (2003-04) of the Ministry of Personnel, Public Grievances and Pensions has made
the following observations:-
“While taking note of the information furnished by the Ministry with regard to the setting up of
IFCs, the Committee reiterates its earlier view that the Government should monitor each of the
Ministries/Departments/Organizations who have not set up their IFCs and render necessary
assistance thereto and submit a detailed report of its monitoring to the Committee in its ATR”.
3. In view of these observations of the Parliamentary Standing Committee, may I request you to ensure
that all the Department/Organizations under your administrative control set up their IFCs in a time bound
manner. I am enclosing the ‘salient features’ of the IFC. These are only the broad guidelines and the
actual requirement of the infrastructure and facilities at IFC will have to be assessed by the organization
concerned on the basis of the nature of services being provided and the size of the organization and also
the degree of public interface involved. In case any assistance is considered desirable with regard to the
guidelines and the parameters of setting up of the Facilitation Counters, the services of the Department of
Administrative Reforms and Public Grievances are always available. If some of the Department/
Organizations under your administrative control have already set up the IFCs, confirmation to this effect
may be given indicating the name of the Department/Organization and the location of the IFC.

With regards,

Yours sincerely,

(S. S. Dawra)
Encl: As above

131
lwpuk vkSj lqfo/k dkmUVj % izeq[k ckrsa

czks'kj] cqdysV vkfn }kjk lsokvksa] ;kstukvksa rFkk dk;Zfof/ ij tkudkjh miyC/ djkukA

dEi;wVj uSVodZ ds ekè;e ls izrh{kk lwph o vkosnuksa dh fLFkfr ij uohure tkudkjh miyC/ djkukA

nwjHkk"k ij ;k futh lEidZ ls turk dks fcyksa ds Hkqxrku] jftLVªs'ku] tehu@edku vkoaVu] Hkqxrku vkfn ij tkudkjh
miyC/ djkukA

fofHkUu iQkeZ Hkh lqfo/k dsUnzksa ij miyC/ gksus pkfg;sa pkgs muij dk;Zokgh dgh vU; LFkku ij gksrh gSA

tu f'kdk;rksa dks izkIr dj] mudh ikorh nsrk rFkk fdl vuqHkkx esa f'kdk;r ij dk;Zokgh gksxh] bldh lwpuk Hkh
ikorh esa nsukA

vaxzsth o {ks=kh; Hkk"kk tkuus okyk ,d ofj"B vf/dkjh Hkh lqfo/k dsUnz ij miyC/ jguk pkfg;s vkSj mls mfpr
izf'k{k.k lfgr] dEi;wVj iz;ksx dh tkudkjh Hkh gksuh pkfg;sA

lqfo/k dsUnzksa dh fLFkfr o dk;Z le; dk Hkh izpkj gksuk pkfg;s rkfd vkSlr ukxfjd vklkuh ls ogk¡ igq¡p ldsA

tgk¡ laHko gks bUVjdke ;k bUVj ,fDVo O;kl iz.kkyh }kjk iwNrkN ij tkudkjh miyC/ djkbZ tkuh pkfg;sA

132
Information and Facilitation Counters : Salient Features
Provide information regarding services, schemes and procedures through brochures, booklets, reports
etc.

Provide information regarding position of waiting lists and applications through computer screens updated
every day and through computerized query to Department data base.

Provide information regarding matters such as bill payment, registrations, land/House allotment, payment
etc. on phone or personally to the public.

Forms which are to be utilized for various procedures should be available at the Facilitation Centre, even
if the processing is to be done elsewhere.

Receive complaints, issue acknowledgement slips, indicating the section dealing with the complaints.

A sufficiently senior officer is to man the Facilitation Centre with appropriate orientation, capable of
speaking English and local language for handling customers and knowledge of use of computers. Time
limits and other details be notified through display boards at the Facilitation Centres for completion of
various procedures and for disposal of cases.

Ensure easy accessibility to Facilitation Centres for the Customer and average citizen and publicity regarding
the location and hours of access.

Utilizing Interactive Voice System where feasible for enquiry response.

132
laLFkk % ,p&18013@3@2003&ihúthú (lhlh)
Hkkjr ljdkj
dkfeZd] yksd f'kdk;r vkSj isa'ku ea=kky;
iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx
ljnkj iVsy Hkou] laln ekxZ] ubZ fnYyh&110 001

fnukda% 4-12-2003

dk;kZy; Kkiu

fo"k;% lwpuk o lqfo/k dk;kZy; Kkiu dkmUVj dk dk;kZUo;u lEidZ vf/dkjh dh M;wVh ,oa ftEesnkjhA

lk/kj.k ukxfjdksa dks vius nSfud dk;Z ;k O;olk; esa tkudkjh dh miyC/rk ,d eq[; vko';drk gSA o"kZ
1997 esa dsUnzh; ljdkj us fu.kZ; fy;k fd ukxfjdksa dks vklkuh ls] lqfo/ktud rjhds ls o rRdky tkudkjh] lsok,a
miyC/ djkus okyh ,tsUlh }kjk nh tk,xh] vkSj blds fy, vf/d tu lEidZ okyh lHkh laLFkk,a ¶lwpuk ,oa
lqfo/k dkmUVj¸ (vkbZú ,iQú lhú) [kksysxa hA dsUnzh; ljdkj ds 90 ea=kky;@foHkkx@laLFkk,a vkbZú ,iQú lhú dks
dk;ZfUor dj pqds gSaA

2- iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx }kjk vkbZú ,iQú lhú dk vuqoh{k.k fd;k tkrk gS rFkk muds dk;Z
dks ¶vkWu&n&LikSV¸ fujh{k.k fd;k tkrk gS] tks fd foHkkx dh Vhe djrh gSa] vkSj mudh ewY;kadu LVMh ckgjh
laLFkkvksa }kjk Hkh djkbZ tkrh gSaA bu ewY;kadu LVMh ls irk pyrk gS fd vf/dre vkbZú ,iQú lhú esa dk;Z okafNr
Lrj ij ugha gks jgk gS D;ksafd muds ikl vk/kfjd lajpuk ;k volajpuk miyC/ ugha gSA lkFk gh dkmUVj ij rSukr
O;fDr;ksa dks mfpr izf'k{k.k miyC/ ugha djok;k x;k gSA buds vykok ukxfjdksa dh ^lwpuk vo';drkvksa* ij fopkj
dj lgk;d iz.kkyh Hkh ugha cukbZ xbZ gSA dkmUVj dk [kksyuk dsoy ,d foHkkxh; izfrc¼rk ds vkSipkfjdrk dks
iwjk djus dh ckr cu dj jg xbZ gSA vkbZú ,iQú lhú dks iwjh rjg dk;kZfUor dj mUgsa vkSj vf/d izHkkoh o
ukxfjd&eS=kh@mi;ksxh&eS=kh cukus dh vko';drk gSA

3- vkbZú ,iQú lhú dks izHkkoh cukus esa lEidZ vf/dkjh dk jksy egRoiw.kZ gS D;ksafd og foHkkx ds eq[; vf/dkfj;ksa
dks dk;kZfUor djus okys deZpkfj;ksa ls tksM+rk gSA vr% ;g fu.kZ; fy;k x;k gS fd lEidZ vf/dkfj;ksa dh M;wVh
o ftEesnkfj;ksa dks Li"V dj ifjpkfyr fd;k tk,A bldks dk;kZfUor djus ds fy, ,d fooj.k lwph layXu gSA ;g
Hkh lq>ko gS fd laLFkk esa fofHkUu vf/dkfj;ksa dks ckjh&ckjh ls lEidZ vf/dkjh cuk;k tk, rkfd lHkh ofj"B
vf/dkfj;ksa dks lwpuk dh vko';drk le>us o tkuus dk ekSdk feys vkSj deZpkfj;ksa ls lEidZ Hkh gks ldsA

(vyksd)
funs'kd (ihú thú)
lsok esa]
vkbZú ,iQú lhú ds lHkh lEidZ vf/dkfj;ksa dks

133
No. H-18013/3/2003-PG(CC)
Government of India
Ministry of Personnel, Public Grievances & Pensions
Department of Administrative Reforms & Public Grievances
Sardar Patel Bhavan, Sansad Marg, New Delhi-110 001

Dated : 4.12.2003

OFFICE MEMORANDUM

Subject: Functioning of Information and Facilitation Counters-Duties and Responsibilities


of Contact Officers.

One of major needs of the common citizen while transaction business is the availability of access to
information. With a view to ensuring easy, speedy and hassle free information to the citizen/ customer of
the service providing agency, the Central Government decided in 1997 that all its organizations having
large public interface would open their Information and Facilitation Counters (IFCs). More than 90
IFCs are operational in various Central Government Ministries/Departments/Organizations.
2. The Department of Administrative Reforms and Public Grievances monitors the functioning of IFCs
through on-the-sport-studies by the departmental teams and also through evaluation studies in collaboration
with outside agencies. These evaluation studies have revealed that majority of IFCs are not performing
to the desired level of expectation due to lack of infrastructure , proper orientation and motivation at the
level of functionaries. It has been observed that the information needs of the clients have not been given
due consideration while creating necessary support system and the counters have been created just to
meet the organizational commitments. It is felt that IFCs need to be activated so as to make them more
efficient and user-friendly.
3. The Contact Officer plays a very important role in optimizing the performance of IFC as he is the link
between the Head of the Organization and the cutting edge level. It has therefore, been decided that the
duties and responsibilities of this level may be defined and circulated. Accordingly, an illustrative list of
duties and responsibilities of the Contact Officer is enclosed for putting the same in operation. Considering
officer in the organizational hierarchy may be designated as Contact Officer preferably by rotation so
that all the senior level officers get acquainted with the cutting edge level.

(Alok)
Director (PG)

To,
Contact Officers of all IFCs

133
lwpuk vkSj lqfo/k dkmUVj
iz'kklfud lq/kj dk] yEch vkSj NksVh vof/ dks n`f"V ls] 'kh?kz o vklku rjhds ls tkudkjh miyC/ djkuk]
,d lesfdr i{k gSA ;g tkudkjh ljdkj }kjk fd, tk jgs dk;ksZ vkSj miyC/ djkbZ tk jgh lsokvksa ds lEcU/ esa
mfpr ¶eSusteSUV buiQkjes'ku flLVe* dks cuk dj miyC/ djkbZ tk ldrh gSA Hkkjr ljdkj ds foHkkxksa esa mfpr
O;oLFkk u gksus ds dkj.k yksd f'kdk;rksa ds fuokj.k esa foyEc gksrk gS D;ksafd tkudkjh miyC/ ugha gks ikrhA blls
yksxksa }kjk ek¡xh tkus okyh lwpuk le; ij@miyC/ ugha gks ikrhA blds fy, vkSj ,d LFkku ls tkudkjh ;k lwpuk
dkmUVj dh O;oLFkk djuk vko';d gks x;k gSA
2- Hkkjr ljdkj us fu.kZ; fy;k gS fd ljdkj ds lHkh dk;kZy;ksa ,oa vf/dj.kksa esa ,d dEi;wVj vk/kfjr tu lEidZ
LFkku gksxk ftldk mn~ns'; turk dks iQhl ds vk/kj ij tkudkjh miyC/ djkuk gksxk lHkh dsUnzh; ea=kky; o muds
vf/dj.k ;g lqfuf'pr djsaxs fd lkjh vxksiu tkudkjh yksxksa dks lqfo/k dsUnzksa ds ekè;e ls miyC/ djkbZ tk,
tks fd ea=kky;ksa esa Lokxr d{k ds lkFk&lkFk ;k ikl esa [kksys tk,xsaA ;s egkjk"Vª esa ydhuk ekWMy ij vk/kfjr gks
ldrs gSA ;s dkmUVj lkjs fnu [kqys jgsaxs vkSj bu ij uezrk ls O;ogkj ds fy, izf'kf{kr O;fDr rSukr fd, tk,xsaA bu
O;fDr;ksa dks vaxzsth ,oa {ks=kh; Hkk"kk dk Hkh Kku gksuk pkfg;sA vkSj bUgsa dEi;wVj ij dk;Z djuk Hkh vkuk pkfg;sA
lqfo/k dsUnzkas ds eq[; vko';drk,a layXu dh tk jgh gSaA bu dkmUVjksa ij ,sls dEi;wVj@miyC/ djk, tkus pkfg;sa
ftlls cdk;k ekeyksa dh fLFkfr] izrh{kk&lwph vkfn ij rRdky tkudkjh miyC/ djkbZ tk lds vkSj ijfeV] ykblSal
vkfn fizUV djus lqfo/k gksA
3- vc rd 102 ea=kky;ksa@foHkkxksa@ laLFkkvksa esa vkbZú ,iQ lh@ ¶D;k eSa vki dh en~n dj ldrk gw¡\¸@¶iwNrkN
dkmUVj¸ LFkkfir fd;s tk pqds gSaA bu ea=kky;ksa@foHkkxksa@laLFkkvksa us lEidZ vf/dkjh Hkh ukfer fd;k gS tks vkbZú
,iQú lhú dk bUpktZ Hkh gS ftlls fdlh dfBukbZ ;k izfriqf"V ds fy, lEidZ fd;k tk ldrk gSA

vkbZ ,iQ lh ds lEidZ vf/dkjh dh M;wVh o ftEesnkfj;k¡


lwpuk ,oa lqfo/k dkmUVj dk lEidZ vf/dkjh ml dk lexz bUpktZ gksxk vkSj vkbZú ,iQú lhú rFkk eq[; ea=kky;
ds chp dh dM+h gksxkA mls ukxfjdksa }kjk ek¡xh tkus okyh tkudkjh dk ewY;kadu djuk gksxk rFkk mls dkmUVj ij
miyC/ djkus ds fy, lgk;d iz.kkyh ds :i esa LFkkfir djuk gksxkA lkFk gh mfpr O;fDr;ksa dh dkmUVj ij rSukrh
dh O;oLFkk djuh gksxhA blfy, vko';d gS fd milfpo ;k funs'kd ds Lrj dk vf/dkjh vkbZú ,iQú lhú ds
fy, lEidZ vf/dkjh cuk;k tk, vkSj og foHkkx ds eqf[k;k@eq[; vf/dkjh dks lh/s gh fjiksVZ djsA lEidZ
vf/dkjh dh] vius in dh ftEesnkjh ds vykok fuEufyf[kr M;wVh o ftEesnkfj;k¡ gksxhA

(d) ;kstuk
(i) lEidZ vf/dkjh eq[; dk;kZy; vkSj vkbZú ,iQú lhú ds chp dh dM+h gksxk vkSj vkbZú ,iQú lhú ds
dk;Z dks ofj"B vf/dkfj;ksa ds le{k izLrqr djsxkA
(ii) og dk;kZy; ;k laLFkk esa tkudkjh izkIr djus vkus okys yksxksa dh t:jrksa dk eqY;kadu djsxk vkSj LFkk;h
dk;ks± dh tkudkjh miyC/ djkus ds fy, lwpuk rS;kj j[kok,xkA
(iii) og ;kstuk cuk,xk fd vkbZú ,iQú lhú esa fdl izdkj dh lwpuk dgk¡ ls miyC/ djokbZ tk,xh] mlds
fy;s lgk;d iz.kkyh D;k gksxh] dkmUVj dk ysvkmV D;k gksxkA vkSj mlds fy, D;k vk/kfjd lajpuk dh
vko';drk gksxhA
(iv) mfpr izpkj }kjk og vkbZú ,lú lhú ds ckjs esa yksxksa esa tkx:drk yk,xk rkfd vkbZú ,lú lhú ds ckjs
esa lcdks irk gksA

134
Information and Facilitation Counters

An integral aspect of administrative reforms both in the short term and in the longer perspective is
related to the speedy and easy access of information to the public on the services and activities of
Government and the development of appropriate management Information System in Government. There
are considerable delay in redressal of grievances and securing access to information since Government
departments with a public service interface do not have a mechanism to provide information to the citizen
across the counter or to deal with their queries and compliance at a single point.

The Government of India has decided that all offices of the Government and agencies under it should
have a computerized public interface, aimed at dissemination of information to the public for a fee or fare
of charge. The Central Government Ministries and their agencies would take steps to ensure provision of
all unclassified information on procedures and decisions to the public through facilitation counters which
should be set up near the Reception Hall of the Ministry, offices, similar to the Lakhina model in Maharashtra.
These counters would be operated continuously during the day by trained officials with courteous approach,
with the capacity to converse in English and the local language and capable of using computers. The
salient features of the facilitation center are given in Annexure – I to be included. These counters can be
provided with computer consoles to provide instant information on the status of pending cases, waiting
lists, etc. and also print out permits and licenses across the counter wherever possible.

3. So far 102 Ministries/Department/Organizations have set up IFCs/”May 1 Help You”/ “Enquiry Counters”.
These Ministries/Departments/Organizations have designated a senior officer as Contact Officer who is
overall incharge of the IFC and can be contacted in case of any difficult or feedback.

Duties and Responsibilities of the Contact Officers of IFCs

The Contact Officer of the Information and Facilitation Counter is the overall in charge of the unit and is
the link between the IFC and the mother organization. He/She has to assess the information needs of the
clients, create the corresponding supporting system at IFC, arrange the posting of suitable personnel and
also to motivate them for the assigned job. Therefore, it is imperative that a senior level officer not below
the rank of Deputy Secretary, Director should be nominated as the Contact Officer and he/she should be
reporting to the Head of the Department directly. The duties and responsibilities of the Contact Officers
would be as under, in addition to the duties and responsibilities of the post that he/she is holding:-

(A) Planning

(i) The Contact Officer will act as a link between the IFC and the mother organization and project
the role of IFC before the senior management.
(ii) He/She will identify the clients/prospective visitors of the organization and assess their information
needs/possible queries, initially on the basis of substantive functions of the organization and
subsequently on the basis of analysis of the visitors’ queries.
(iii) He/She will plan, visualize and install the supporting system, the source of information, flow of
information to and from the IFC, the space/layout and other infrastructure required at the counter.
(iv) He/She will take steps to create public awareness about existence of IFC through adequate
publicity.

134
([k) O;oLFkk o vk;kstu
vk;kstd ds :i esa lEidZ vf/dkj dk jksy ;g gksxkA
(i) ^tkWc izksiQkb* ;k ^dk;Z dkMZ* ds vuqlkj o okafNr tu'kfDr dh vko';drk dk ewY;kadu djsxk vkSj ;ksX;
O;fDr;ksa dks vkbZú ,iQú lhú esa rSukr djok,xkA
(ii) vkbZú ,iQú lhú ds dk;Z ds egRo dks le>k dj og rSukr O;fDr;ksa dks izksRlkfgr dj] dk;kZy; dh Nfo
ds egRo dks c<+kus dk iz;Ru djsxkA
(iii) vkbZú ,iQú lhú esa rSukr tu'kfDr ds izf'k{k.k dh vko';drkvksa dk ewY;kadu dj og mUgs O;ogkj]
dEi;wVj] rFkk leUo;u ds izf'k{k.kksa ds fy, HkstsxkA
(iv) dEi;wVj fizUVj] nwjHkk"k ykbusa] iQksVksdkih;j] vkfn dks miyC/ j[ksxk vkSj vkxarqdkas ds fy, cSBus dh
O;oLFkk] ihus dk ikuh vkfn dh miyC/rk dh O;oLFkk Hkh djsxkA
(v) og vkxarqdks }kjk izfriqf"V nsus@rFkk lq>koksa ds fy, lq>ko isVh yxokus vkfn dk izcU/ Hkh djsxkA
(vi) vkbZú ,iQú lhú rd igqp ¡ us ds fy, jkLrs esa mfpr ladsr ;k ladsr cksMZ yxok,xkA
(x) fu;a=k.k
lEidZ vf/dkjh ds ikl vkbZú ,iQú lhú dk iwjk fu;a=k.k jgsxk vkSj bl ds fy, og fuEufyf[kr dk;Z lqfuf'pr
djsxkA
(i) dkm.Vj dh liQkbZ o j[kj[kkoA
(ii) ogk¡ rSukr O;fDr;ksa dh le;c¼rk ,oa vuq'kkluA
(iii) okf"kZd fjiksVZ] czks'kj] ;kstukvksa ij fooj.k] izkstsDV o if=kdk,¡] ukxfjd ifji=k] foHkkxh; nwjHkk"k lwph]
vf/dkfj;ksa dh lwph] ewY; ij miyC/ izdk'kuksa dh lwph ,oa izfr;ka] fofHkUu iQkeZ o vkosnu i=kksa dh
izfr;ka vkfn dh miyC/rk dks lqfuf'pr djukA
(iv) ;g ns[kuk fd tkjh gksus okys vkns'kksa dh izfr;k¡ vkbZú ,iQú lhú dks Hkh Hksth tk jgh gSa ;k ughaA
(v) fnuppkZ esa vkus okyh :dkoVksa vkSj vko';drkvksa dk fucVkuA
(vi) vkbZú ,iQú lhú ij fjiksVs± iz'kklfud lq/kj ,oa yksd f'kdk;r foHkkx dks HkstukA

(?k) i;Zo{s kh (lqijokbftax)


lEidZ vf/dkjh fuEufyf[kr dk;Z Hkh lqfuf'pr djsxkA
(i) lHkh f'kdk;rksa ds fuokj.k ds fy, gks jgh dk;Zokgh dh uohure fLFkfrA
(ii) vkxarqd jftLVj dk lIrkfgd fujh{k.kA
(iii) lq>ko isVh esa feyks izfriqf"V o lq>ko rFkk vkxarqd jftLVj dk fo'kys"k.k ,oa lq/kj dk;ZA
(iv) vkbZú ,iQú lhú dk vkdfLed fujh{k.k ftlls dkmUVj ij rSukr deZpkfj;ksa ds O;ogkj ,oa dk;Zfof/
dk irk py ldsA
(v) nwjHkk"k ij iwNh tkus okyh tkudkjh dk fjdkMZ ,oa nwjHkk"k ij f'k"Vrk ls O;ogkj dhA
(vi) ;g lqfuf'pr djuk fd f'kdk;r vf/dkjh vkSj lEidZ vf/dkjh dk uke o fooj.k Li"V :i ls iznf'kZr
fd;k x;k gSA
(vii) ofj"B vf/dkfj;ksa }kjk dkmUVj dk oh{k.kA
(viii) laxBu ,oa i¼fr }kjk okf"kZd fujh{k.k dh O;oLFkkA
(ix) vkbZú ,iQú lhú dsú izpkj dh O;oLFkkA

135
(B) Organizing
As an organizer, the role of the Contact Officer will be:
(i) To assess the manpower requirement with job profiles, to identify suitable personnel, preferably
the willing ones, for IFC and to arrange their positing.
(ii) To provide proper orientation and motivation to the personnel by clarifying the importance of
their work at IFC and its contribution in building the image of the organization.
(iii) To identify the training needs of the functionaries at IFC and arrange suitable training programmes
in behavior skills, computer operation and other area of operation.
(iv) To ensure availability of necessary tools like computer with printer, telephone line (internal as
well as external), photocopier etc. basic amenities like drinking water/toilet facilities, proper
sitting space for visitors, connectivity with the organization through Local Area Network (LAN).
(v) To install proper feed back mechanism through visitors’ register/suggestion box and inviting
suggestions from NGOs etc.
(vi) To ensure proper signage/indications for easy access to the IFC.

(C) Controlling
The Contact Officer will be controller of the IFC mechanism and his role in the capacity would be as
under:-
(i) To ensure upkeep and tidiness at the counter.
(ii) To ensure punctuality and discipline among the personnel.
(iii) To ensure availability of relevant information material like Annual Report, brochures of schemes,
projects of the organization, periodicals, booklets, Citizen’s Charter, Departmental Telephone
Directory, list of officers dealing with substantive functions along with their telephone Nos.,
copies of departmental instructions, list of priced publications along with the details of outlets
applications form of public usage etc.
(iv) To ensure that IFC is included in the organization’s mailing list and all the circulars etc. on
policy changes of general interests are sent to it.
(v) To attend to the day-to-day problems/personal needs of the staff.
(vi) To ensure timely submission of periodical report/returns by IFC to DARPG.

(D) Supervising
The Contact Officer will perform the following functions in the capacity of the supervising officer:-
(i) Keeping track of complaints/grievances.
(ii) To scrutinize the visitor register every week.
(iii) To analyze the suggestions/feedback received through the suggestion box or visitors register
and initiate corrective action.
(iv) To conduct surprise/periodical visits at the counter to see the mannerism and behaviour of the
personnel manning IFC.
(v) To ensure that the telephone queries are being attended to with courtesy and their record is
being maintained.
(vi) To see that the names and telephone No. of Director of Grievances and the Contact Officer
are displayed prominently.
(vii) To arrange visits of the senior officers to the counter.
(viii) To arrange annual O&M inspection the IFC.
(ix) To arrange for wide and regular publicity of the IFC in media.

135
lwpuk ,oa lqfo/k iVy ds izdk;kZe
ij iz'ukoyh (vkbZú,iQúlhú)
iz'u mÙkj
1- ifjpk;d
(1) foHkkx@ laLFkk dk uke
(2) Hkou dk uke tgk¡ vkbZú ,iQú lhú fLFkr gS
(3) frfFk tc ls vkbZú ,iQúlh dk dk;kZUou; gqvk
(4) dkmUVj dks ekuhVj djus okys vf/dkjh dk uke o
inuke
(5) lIrkg esa vkus okys vkxarqdksa dh la[;k
2- lkekU; tkudkjh
(1) D;k vkbZú ,iQú lhú esa mfpr fMliys cksMZ gS ftlesa
vaxzsth o {ks=kh; Hkk"kk esa mldk uke fy[kk gSA
(2) D;k fcfYMax ds izos'k ls vkbZú ,iQú lhú rd mfpr
fn'kk ladsr yxs gSa\
(3) D;k vkbZú ,iQú lhú lqj{kk {ks=k ds ckgj fLFkr gS vkSj
vklkuh ls ogk¡ rd igqp ¡ k tk ldrk gS\
(4) D;k vkbZú ,iQú lhú ds fy, miyC/ LFkku i;kZIr gS
vkSj mldk vfHkU;kl (ysvkmV) mfpr gS\
(5) D;k vkxrqadks ds fy, miyC/ lqfo/k,a] tSls fd dqlhZ]
ikuh dk ikuh vkfn] i;kZIr gSa\
(6) D;k lrdZrk vf/dkjh] f'kdk;r vf/dkjh] lEidZ
vf/dkjh] ds uke o fooj.k mfpr izdkj ls iznf'kZr cksMZ
ij iznf'kZr fd;k x;k gS\
(7) D;k vkbZú ,iQú lhú esa vkxarqd jftLVj dk lgh
j[kj[kko gS\
(8) D;k f'kdk;rh i=k ;k vkosnu Hkh vkbZú ,iQú lhú esa
izkIr fd, tkrs gSa\
(9) D;k foHkkx dh oSclkbV gS\ ;fn gS] rks D;k yksxksa }kjk
mi;ksx ds lHkh iQkeZ ml ij miyC/ gSa\ D;k iQkeks± dks
fizUV fd;k tk ldrk gS\
(10) D;k foHkkx us viuk ukxfjd izi=k cuk;k gS\ ;fn gk¡] rks
D;k og vkbZú,iQúlhú ij miyC/ djk;k x;k gS\
3- dEi;wVj lqfo/k,¡
(1) D;k fizUVj lfgr dEi;wVj miyC/ gS\
(2) D;k vkbZú ,iQú lhú dk dEi;wVj laLFkk ds usVodZ ls
tqM+k gqvk gS\

136
Questionnaire on the functioning of Information and
Facilitation Counters (IFCs)

Question Reply

1. Introduction
(1) Name of the Department / Organisation

(2) Name of the Building where IFC is located

(3) Date of Commencement of IFC


(4) Name and Designation of the official monitoring
the counter
(5) Number of visitors to IFC per week

2. General Information
(1) Does the IFC have proper display board in English
and local language ?
(2) Are there proper direction indicators for locating the
IFC at or near the entrance to the Building ?
(3) Whether the IFC is located outside the security zone
and easily accessible.
(4) Whether the IFC has proper layout and sufficient
space.
(5) Are adequate facilities available for visitor’s e.g.,
Chairs, drinking water, toilet etc. ?
(6) Is the display board containing names of Vigilance
Officer, Grievance Officer and Contact Officer with
requisite details available at IFC ?

(7) Is visitors register being maintained at the IFC ?


(8) Whether complaints / applications are received at the
IFC ?
(9) Whether the Department has a website ? If so, are the
public use forms available on it ? Are the downloaded
forms accepted ?

(10) Has the Department formulated its Citizen’s Charter ?


If so, is it available at the IFC ?

3. Computer Facilities

(1) Is computer with printer available ?

(2) Is the computer provided at IFC connected with the


Organisational network ?

136
iz'u mÙkj
4- nwjHkk"k lqfo/k
(1) D;k vkxarqdksa ds fy, nwjHkk"k O;oLFkk dh xbZ gS\ D;k
;g dsoy vkarfjd gS ;k ckgjh Hkh\
(2) D;k ckgjh nwjHkk"k u gksus ls dksbZ dfBukbZ lkeus vk jgh
gS\
(3) D;k nwjHkk"k ij dh xbZ iwNrkN dk tokc fn;k tkrk gS\
(4) D;k vkbZú ,iQú lhú dks miyC/ iQksVksdkih dh O;oLFkk
i;kZIr gS\ ;k D;k iQksVksdkih;j yxokus dh vko';drk
gS\
5- vkbZú ,iQú lhú eSa rSukrh
(1) D;k vkbZú ,iQú lhú ds fy, ,d vf/dkjh ukfer gS
;k vyx&vyx vf/dkjh ckjh&ckjh ls rSukr fd, tkrs
gSa\
(2) D;k rSukr vf/dkfj;ksa ds ikl foHkkx ds dk;Z vkSj dk;Z
fof/ dh i;kZIr tkudkjh gS\ (;gk¡ inuke o lsokdky
ds o"kksZ dks crk,a)
(3) D;k rSukr vf/dkjh ds dEi;wVj ij dk;Z djuk vkrk
gS\
(4) D;k vkxarqdks ds lkFk mfpr O;ogkj dk dksbZ izf'k{k.k
vf/dkjh dks fn;k x;k gS\
(5) D;k vf/dkjh vius uke dk fcYyk igurk gS\
6- vkbZú ,iQú lhú ij lwpuk dh miyC/rk vkSj mldk
dk;Z
(1) D;k vkxarqdksa dks fn[kkus ds fy, oks lwph ;k iQksYMj
miyC/ gS ftlesa ftlesa foHkkx dh lHkh ;kstukvksa vkfn
ds ckjs esa tkudkjh gks\
(2) D;k okf"kZd fjiksVs± fdrkcsa ;k iSEiQySV miyC/ gaS tks
eqÝr esa nh tkrh gksa ;k nke ij csph tkrh gks\
(3) D;k izdkf'kr iqLrdksa dh lwph ftlesa nke Hkh vafdr gksa]
miyC/ gS\
(4) D;k O;fDrxr iwNrkN ij fLFkfr ;k tkudkjh dks
uohuhdj.k djus dh O;oLFkk ds fy, iz.kkyh miyC/
gS\
(5) D;k nwjHkk"k ij tkudkjh miyC/ djkdj vkxarqdksa
dks crkus dh lqfo/k gS\

137
Question Reply

4. Telephone Facilities

(1) Is a telephone provided for the visitors ? Can it have


external access or is it only internally connected ?

(2) Is the lack of telephone /external access posing any


problem ?

(3) Whether telephonic enquiries are entertained and


replied to ?

(4) Is a photocopier required at the IFC or is adequate


photocopying facility available ?

5. Manning of IFC

(1) Is there an official specifically earmarked for the IFC or


different officials in rotation man it ?

(2) Does the official possess sufficient knowledge of the


working of the Department ? (Give designation and
number of years of service of official)

(3) Does the official have the adequate knowledge of


computer operation ?

(4) Has any special training been given to the official for
attending to visitors ?

(5) Does the official wear a name badge ?

6. Availability of Information and Functioning of IFC

(1) Is there a list of topics / subjects or a folder containing


information in respect of various schemes of the
Ministry / Department available to the visitors for
perusal ?

(2) Are booklets / pamphlets, annual reports of the


Department etc. on display and available either free of
cost or on sale ?

(3) Is a list of publications on sale indicating price of


such publication available ?

(4) Is there a system for updating information on line for


individual query related information ?

(5) Are attempts made to obtain information on phone for


conveying same to the visitors ?

137
iz'u mÙkj
;fn tkudkjh rRdky miyC/ ugha gks rks D;k vkxarqd
dks uke] vuqHkkx] tkudkjh miyC/rk dh frfFk vkfn
vafdr djrs gq, ikorh nsus dh O;oLFkk gS\
(6) bl ds fy, uohure fLFkfr ij tkudkjh okafNr frfFk ls
igys izkIr djus dh O;oLFkk gS ;k ugha\ ,sls dsl
ekuhVj djus dh D;k O;oLFkk gS ftlls ikorh esa vafdr
frfFk rd tkudkjh miyC/ gks lds\
(7) fdrus dslksa esa tkudkjh
(v) rRdky dkmUVj ij nh xbZ\
(vk) ikorh esa vafdr frfFk ij nh xbZ\
(b) fdruksa esa lwpuk okafNr frfFk rd miyC/ ugha
Fkh vkSj muij D;k dk;Zokgh dh xbZ\
(8) D;k vkxarqd iqLrd@lq>ko isVh@;k f'kdk;r isVh
miyC/ gS\ (bl esa fn;s dqN lq>koksa o fVIif.k;ksa ds
uewus ;gka nsa)
7- ip
z kj
(1) D;k fefM;k esa vkbZú ,iQ lh ij foHkkx }kjk dksbZ izpkj
fd;k x;k gS\
(2) D;k vkbZú ,iQú lhú ij tkudkjh okf"kZd fjiksVZ esa nh
tkrh gS\
(3) D;k vkbZú ,iQú lhú ij fooj.k foHkkxh; osclkbV ij
miyC/ gS\
8- vkarfjd iqu% voyksdu
(1) D;k foHkkx ds ofj"B vf/dkjh dHkh vkbZú ,iQú lhú
esa tkrs gSa\ ;fn gk¡ rks fdruh ckj\
(2) foHkkx esa vkbZú ,iQú lhú ij fjiksVZ fdl vf/dkjh dks
Hksth tkrh gS\
9- igys vkbZú ,iQú lhú esa vkxarqdks dks fdl izdkj tkudkjh nh
tkrh gS] mls è;ku ls ns[ksa fiQj xkSj djus ds ckn viuh fu"i{k
fVIi.kh nsaA
10- dqN&,d vkxarqdksa ls ckrphr djsa vkSj mudh izfØ;k fy[ksAa
11- mi;qDr ds vykok dksbZ vU; fVIi.khA

138
Question Reply

In case information is not available immediately, is


acknowledgement issued to visitor indicating names
of official/section concerned and the date by which
information will be available ?

(6) Is it possible to ascertain current status in such cases


say a few days before the information becomes due ?

What arrangement exist for monitoring such cases for


ensuring that information will be available on the date
as mentioned in acknowledgement ?

(7) In how many cases information was provided :

(a) Immediately across the counter ?

(b) On the due date as indicated in acknowledge-


ment ?

(c) In how many cases information was not available


on the due date and what action was taken in
such cases ?

(8) Is a suggestion / complaint / visitors book nominated ?


(Give general remarks based on perusal of the same)

7. Publicity

(1) Has any publicity been made by the Department in the


media regarding the IFC functioning ?

(2) Whether information relating to IFC is published in


the Annual Report of the Organisation ?

(3) Are the details of IFC available on the Departmental


website ?

8. Internal Review

(1) Do senior officers of the Department visit the IFC; if


so, how often ?

(2) To whom are reports sent from the IFC within the
Department about its functioning ?

9. Observe the functioning of the IFC and the manner in which


visitors are handled and give your objective remarks.

10. Talk to a few visitors and ascertain their reaction / level of


satisfaction regarding the functioning of the IFC.

11. Any other comments not covered above.

138
iz'u mÙkj
12- vkxarqdksa ds fy, iz'u
(1) vkSj dkSu lh vfrfjDr lqfo/k vki vkbZú ,iQú lhú esa
pkgsax\s
(2) vc rd fdruh ckj vki vkbZú ,iQú lhú esa vk, gSa\
bl ckjs esa vki dk vuqHko D;k jgk gS\
(3) D;k okafNr vf/dkjh miyC/ Fkk ;k vkidks fdlh vkSj
ls lEidZ djus ds fy, dgk¡ x;k Fkk\
(4) vki dks tkudkjh miyC/ djkus esa vf/dkjh us fdruk
le; yxk;k\
(5) vkbZú ,iQú lhú }kjk miyC/ djkbZ xbZ lsok ij dksbZ
lq>ko ;k fVIi.kh\

139
Question Reply

12. QUESTIONS FOR VISITORS

(1) What type of additional Information / facility you will


like to be available at IFC;

(2) How many times you have visited the IFC till now ?
What is your experience about it ?

(3) Was the concerned official available at IFC to solve your


problem or you were directed to contact some Other
Officer ?

(4) How much time did the official at the IFC took to provide
you the information ?

(5) Any suggestions / comments on the services


provided by the by the IFC.

139
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