Excelsior Correspondent
NEW DELHI, Dec 28: Union Minister of State (Independent Charge) of the Ministry of Development of North Eastern Region (DoNER), MoS PMO, Personnel, Public Grievances & Pensions, Atomic Energy and Space, Dr Jitendra Singh has laid down 60 days timeline for grievance disposal.
In reply to a question in the Rajya Sabha today, Dr Singh disclosed that the Department of Administrative Reforms and Public Grievances (ARPG), Union Ministry of Personnel has issued directions / guidelines to the effect that every grievance should be disposed off within a period of 60 days.
In case, if it is not possible to do so, an interim reply citing reasons for delay needs to be sent to the aggrieved person who has filed the grievance.
Dr Jitendra Singh enumerated a number of steps taken by the Modi Government to strengthen the grievance redressal mechanism and stated that the Prime Minister himself also undertakes the review of grievances of any one Ministry / Department during his monthly meeting conducted on PRAGATI (Pro-Active Governance and Timely Implementation) platform.
In addition, at the Secretary-level, an electronic dashboard has been set up on CPGRAMS (Centralized Public Grievances and Monitoring System), while weekly reminders through SMS are also sent to the concerned department / ministry for pending grievances.
Citing data, the reply stated that in the last three years or so, pendency of disposal of grievances beyond 60 days is just about 1.17%, while the pendency within 60 days is at 2.69%. However, the pendency, according to the information available from several State Governments, stands at around 36% with a scope for improvement.
The reply by Dr Jitendra Singh also mentioned several reforms implemented recently in response to the nature of the grievances received. Some of these, for example, include automatic refund on cancellation of Railway ticket, Single Window Pension through disbursing banks, intensive mechanized cleaning of coaches, e-verification of Income Tax returns, expeditious Income Tax returns up to Rs 50,000/-, etc. All these measures are expected to address several of the grievances and complaints put forth by the common citizens.
Dr Singh said Modi Government has also undertaken a grievance analysis study, initially in respect of 20 grievance receiving Ministries / Departments / organizations listed on CPGRAMS, with the objective of identifying grievance-prone areas, their root cause and possible systemic reforms. This will ensure a more scientific, systematic and research-based improvisations in response to the nature of grievances received.
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