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August 5, 2021

Public grievances now to be resolved within a maximum of 45 days Instead of 60 days

by Mahesh Mara in Compliance Law

As per government orders Public grievances now to be resolved within a maximum of 45 days Instead of 60 days

As per recommendation by parliamentary committee a major step has been taken to reduced the maximum time limit to solve public grievances to 45 days from 60 days at present.

Over 2.2 million grievances has been received with the government from the public last year on a portal and has received 1.2 million such complaints already this year on the Centralized Public Grievances Redressal and Monitoring System (CPGRAMS). As per latest order by the government the CPGRAMS grievances shall be resolved promptly as soon as they are received and maximum within 45 days. Grievances under the COVID-19 category continue to be treated as a high priority and resolved within 3 days.

The order states that the decision follows the CPGRAMS system to become more responsive with high rates of disposal and progressive reduction in average disposal time. It also mentions that as per analysis of grievance disposals in CPGRAMS reveals that about 87% Ministries or Departments have disposed of the grievances in less than 45 days. A Parliamentary standing committee in March had also recommended that the maximum time limit for grievance redressal be brought down progressively from 60 to 45 days.

Just seven departments accounted for nearly 70 % of all complaints received last year, with the highest number of nearly five lakh complaints against the Department of Financial Services and nearly three lakh complaints against the Telecom department. The other ministries or departments receiving maximum complaints are the Department of Posts, Labour and Employment and Central Bureau of Direct Taxes and Railways.

The Parliamentary standing committee had noted that 50,000-1 Lakh grievances have been received against 8 departments; 1 lakh to 2 lakh grievances against 4 departments; and more than 2 lakh grievances against 2 departments between 2018-2020,” the Parliamentary standing committee had noted.

The Committee had also recommended that the government develops a ‘Grievance Redressal Index’ on the lines of the Good Governance Index to rank organizations that are output and outcome-oriented and said ministries should constitute social audit panels to identify core grievance prone areas and streamline their systems accordingly. The Prime Minister has also been insisting on systemic reforms to bring down grievances.

As per the order, the new grievance disposal protocol will be: The CPGRAMS grievances shall be resolved promptly as soon as they are received and maximum within 45 days. In case redressal is not possible within the prescribed time-frame due to the circumstances beyond the control of the Government such as sub-judice matters/ policy issues/ etc., an interim reply shall be given to the citizen.

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