Grievance redress mechanism in government

Prevention is better than cure.

grievance redressal mechanism in india pdf

Many a times, the actual cause of grievance lay in internal inefficiency of the system and failure to identify simple systemic solutions.

Strengthen the machinery for redress of public grievance through, strictly observing meetingless day, displaying name designation, room number, telephone number etc. An annual review of laws, rules, regulations, instructions and procedures be carried out with a view to simplify the procedure making the administration more transparent, accountable and citizen-friendly.

Grievance redress mechanism in government

The provision and process of the grievance redress mechanism is well publicised. Complaints arose during project implementation, relating to either property or assets acquired by the project, i. When an executive fails to take corrective action in time, the matter is promoted to the officer next in line in seniority. The society today is impatient with the old system of governance which is not coming up to its expectations. In most Ministries, Departments and Organisations, the mechanism of Director of Grievances is not functioning as per the mandate prescribed. Fix responsibility in each case of delay, default and dereliction of duty, identified by Director of Grievances, and take appropriate action against concerned personnel. In fact, the grievance redress mechanism of an organization is the gauge to measure its efficiency and effectiveness as it provides important feedback on the working of the administration. Deal with every grievance in a fair, objective and just manner and issue reasoned speaking reply for every grievance rejected.

Areas for Improvement The study further found that there was room for improvement in the following areas: the regularity and timeliness of communication with affected households, for which the project authorities were responsible; the creation of a systematic database for complaints, in which various kinds of data about complaints received could be recorded and updated, and which can be accessed remotely by designated stakeholders; and training or capacity building in problem-solving for members of the project implementation team, including staff of relevant government agencies, the consultants, and contractors.

The Government can not just abandon the interests of citizens to be taken care of by the market forces in areas of service delivery covered by the private sector.

grievance redressal mechanism ppt

On these lines, the best method to redress a grievance is not to allow the grievance to arise at the first instance. Constitute a Social Audit Panel or such other machinery, if not already constituted, for examining areas of public interface with a view to recommending essential changes in procedures to make the organization more people-friendly.

Grievance redressal meaning

The traditional role of civil service which was of administrator, service provider and controller of development activities has to make way for the new roles of facilitator and regulator so as to create best environment and conditions in the country for building a nation of excellence. A complaints form for which a receipt is given. At a minimum, this means that an officer superior, to the one who delayed taking the original decision or took the original decision that is cause for grievance, should actually examine the case as well as the reply, intended to be sent to the grievance holder. The Department proposes to introduce and lead Change to establish a public service of quality, efficiency, integrity and effectiveness and modernize the public service. Consider the feasibility of prescribing specific penalty clauses in such cases. The role of Department of Administrative Reforms and Public Grievances consists primarily to undertake such citizen-centric initiatives in the fields of administration reforms and public grievances in the Government so as to enable the Government machinery to deliver quality public services to the citizen in a hassle-free manner and eliminate the causes of grievance. To them, a government employee is perceived as insensitive, aloof, corrupt and overall the administrative system as autocratic, opaque and with no work culture 3. Involve NGOs in the exercise. These factors need to be tackled properly through systematic changes. In most Ministries, Departments and Organisations, the mechanism of Director of Grievances is not functioning as per the mandate prescribed. Even the redress of a grievance, that arose on account of delay, is also delayed as is revealed by the analysis of grievances according to which on a average six months are taken to redress a grievance. An annual review of laws, rules, regulations, instructions and procedures be carried out with a view to simplify the procedure making the administration more transparent, accountable and citizen-friendly. The analysis should be conducted in the month of April every year and studies of identified grievance prone areas be undertaken.
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Grievance redress mechanism in Government.