New Delhi: The government has established new guidelines to ensure an effective and time-bound grievance redressal process for citizens of India. The guidelines are part of the government’s efforts to make the grievance redressal system more accessible and efficient, a PIB press release stated.
The new guidelines provide for the creation of an online grievance filing platform by the CPGRAMS website www.pgportal.gov.in. The platform will be used by citizens to register grievances online. The government has also proposed to set up dedicated grievance cells in every ministry/department with sufficient resources.
The cells will have the knowledge of various schemes and activities. The government has further proposed to appoint nodal officers for public grievances in all ministries/departments. These nodal officers will be responsible for effectively dealing with grievances received from citizens. Nodal Officers will address grievances promptly, fairly, and efficiently.
The government has also proposed to establish an appellate officer and sub-nodal appellate officer in case of prolonged grievance redressal. The appellate officers and sub-nodal appellate officers in Ministries/ Departments will be responsible for the escalation process.
The new guidelines propose that all grievances should be redressed within 21 days. In cases where more time is required, the government will provide an interim reply to the citizens. The government has also proposed to conduct an analysis of the feedback received from citizens and use the data analytics tools for the improvement of the grievance redressal system.