Correctly resolve public grievances: internal committee in ministries / departments

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In an effort to quickly resolve public grievances, some government departments and ministries do not take adequate action to resolve them, they follow easier avenues like suggesting approaching another department or asking people to file it. online again. The fact emerged from a recent report by the Standing Parliamentary Committee on Personnel, Public Grievances, Law and Justice, led by MP Sushil Kumar Modi, in which the panel called on ministries / departments to strictly comply instructions and give valid reasons. while eliminating public grievances.

“… Grievances are increasingly resolved by some departments or organizations simply with the suggestion to go to another body, sometimes a subordinate office. In some cases, the grievance is referred to the agency against which the complaint is made and in others, online grievances are handled with the board to bring the grievance to the agency’s portal or a committee. complaint, ”the report says.

The Committee observed that many complaints received under the Centralized Public Complaints Resolution and Monitoring System (CPGRAMS) are linked to state governments. “Some grievances received on CPGRAMS revealed that in several of these cases, the petitioner was invited to contact the state government and the grievance was resolved rather than forwarded. There was no repair, ”he said.

There is CPGRAMS, an online portal accessible to the public 24/7 to file complaints against the authorities. CPGRAMS links 87 central ministries / departments and 37 states / TUs.

Looking at the data, it was revealed that Cpgrams had received grievances in lakhs and the majority of them were handled by departments. The rate of elimination of public complaints was almost 90% between the years 2016 and 2019. As for the year 2019, the total number of receipts was 1,735,438 and the elimination was 1,495,898 with a rate of elimination by almost 86%.

The Committee observed that many complaints received on CPGRAMS are related to state governments. Some grievances have revealed that in several of these cases the Grievor was invited to address the state government and the grievance was resolved rather than forwarded. “There was no repair. The Committee recommends that CPGRAMS play the role of facilitator for the public without encroaching on the nature of federalism, ”he said.

The Directorate of Administrative Reforms and Public Complaints (DARPG) instructed the ministries and departments to provide valid reasons for closing complaints. But, observes the panel report, “in many cases this is not done. The Committee exerts pressure on ministries / departments to strictly abide by instructions issued by the Department of Administrative Reforms and Public Complaints from time to time regarding the settlement of complaints, ”the report said.

CPGRAMS also facilitates grievance tracking through a unique system-generated registration number. The system allows ministries / departments to take appropriate action and upload the Action Taken Report (ATR) to the system which can be viewed by citizens online using the unique registration number.


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