Impress upon ministries to undertake review of grievances raised in media Par panel to DARPG
New Delhi Dec 18 PTI A Parliamentary panel has asked the Department of Administrative Reforms and Public Grievances DARPG to impress upon central government ministries to regularly review grievances raised in print and electronic mediaIn its report titled strengthening of grievance redressal mechanism of government of India the panel noted that in their eagerness to comply with established instructions grievances are increasingly being disposed of by some departments or organisations simply with the suggestion to approach another agency sometimes a subordinate officeIn some cases the grievance is being re-sent to the agency against which the complaint is made and in some others the online grievances are being disposed with the advice to take the grievance to the portal of the agency or some complaint committee it saidThe committee noted that DARPG has instructed the ministriesdepartments to give valid reasons for closureHowever in many cases this is not being done The Committee impresses upon the ministriesdepartments to strictly comply with the instructions issued by Department of Administrative Reforms and Public Grievances from time to time in respect of grievance redressal the report saidThe panel recommended that a dedicated portal on public grievance redress run by the DARPG should play the role of facilitator for the public without impinging on the nature of federalismThe committee has observed that many grievances received on Centralised Public Grievances Redress and Monitoring System CPGRAMS are related to state governments and in several of these cases the petitioner was asked to approach the state government and the grievance was disposed rather than forwardedThere was no redressal it said recommending that the CPGRAMS play the role of facilitator for the public without impinging on the nature of federalismThe performance of states on the portal can be left to them but the facilitation responsibility of the Centre cannot be shed when a public grievance is registered and there is a jurisdictional conflict involved said the report by the Department-Related Parliamentary Standing Committee on Personnel Public Grievances and Justice headed by BJP leader Sushil Kumar ModiThe Committee recommends DARPG to impresss upon ministries departments to undertake a regular review of grievances which are raised in print and electronic media and include the analysis in the quarterly report submitted to the DARPG it saidIt should also ensure that the review undertaken by them and the action taken on the suggestions are put on its website the report saidThe committee noted that CPGRAMS has not been uniformly operationalised in all organisationsBesides wide variations are apparent across the ministries departments and other organisations in respect of the extent of commitment framework and processes instituted and the capacity to handle grievances Some organisations have not taken any initiative in this regard said the report tabled in the Parliament on December 10Efficiency and effectiveness of the administrative processes and polices are directly dependant on the state of public grievances in any organisation it saidTimely ventilation and redressal of grievances are necessary for any citizen friendly administration Therefore the Committee recommends that there should be an overall reviewevaluation of the procedure of handling grievances of the ministries departments organisations in the government of India the report saidThe committee recommended the DARPG to strengthen public interface mechanisms for redress like lok adalats and jan sunvais wherever feasible taking it to the doorstep of the people needing redress it saidIt also recommended that feedback and suggestions on the performance of grievance redressal system should be taken from the public in order to improve the effectiveness efficiency and credibility of grievance redress mechanism and grievance prevention possibilitiesBest suggestions should be rewarded and their implementation and value addition should be highlighted for improving the credibility of the system the report saidThe panel was pleased to note that DARPG is gradually making way for one nation one grievance redressal portalHowever the committee recommends the department to ensure that certain features are incorporated while integrating CPGRAMS with state portals namely identifying right stakeholders for redressal facility of auto forwarding delayed or specific kind of grievances to right teamperson among others it said PTI AKV AKV TIR TIR
New Delhi Dec 18 PTI A Parliamentary panel has asked the Department of Administrative Reforms and Public Grievances DARPG to impress upon central government ministries to regularly review grievances raised in print and electronic mediaIn its report titled strengthening of grievance redressal mechanism of government of India the panel noted that in their eagerness to comply with established instructions grievances are increasingly being disposed of by some departments or organisations simply with the suggestion to approach another agency sometimes a subordinate officeIn some cases the grievance is being re-sent to the agency against which the complaint is made and in some others the online grievances are being disposed with the advice to take the grievance to the portal of the agency or some complaint committee it saidThe committee noted that DARPG has instructed the ministriesdepartments to give valid reasons for closureHowever in many cases this is not being done The Committee impresses upon the ministriesdepartments to strictly comply with the instructions issued by Department of Administrative Reforms and Public Grievances from time to time in respect of grievance redressal the report saidThe panel recommended that a dedicated portal on public grievance redress run by the DARPG should play the role of facilitator for the public without impinging on the nature of federalismThe committee has observed that many grievances received on Centralised Public Grievances Redress and Monitoring System CPGRAMS are related to state governments and in several of these cases the petitioner was asked to approach the state government and the grievance was disposed rather than forwardedThere was no redressal it said recommending that the CPGRAMS play the role of facilitator for the public without impinging on the nature of federalismThe performance of states on the portal can be left to them but the facilitation responsibility of the Centre cannot be shed when a public grievance is registered and there is a jurisdictional conflict involved said the report by the Department-Related Parliamentary Standing Committee on Personnel Public Grievances and Justice headed by BJP leader Sushil Kumar ModiThe Committee recommends DARPG to impresss upon ministries departments to undertake a regular review of grievances which are raised in print and electronic media and include the analysis in the quarterly report submitted to the DARPG it saidIt should also ensure that the review undertaken by them and the action taken on the suggestions are put on its website the report saidThe committee noted that CPGRAMS has not been uniformly operationalised in all organisationsBesides wide variations are apparent across the ministries departments and other organisations in respect of the extent of commitment framework and processes instituted and the capacity to handle grievances Some organisations have not taken any initiative in this regard said the report tabled in the Parliament on December 10Efficiency and effectiveness of the administrative processes and polices are directly dependant on the state of public grievances in any organisation it saidTimely ventilation and redressal of grievances are necessary for any citizen friendly administration Therefore the Committee recommends that there should be an overall reviewevaluation of the procedure of handling grievances of the ministries departments organisations in the government of India the report saidThe committee recommended the DARPG to strengthen public interface mechanisms for redress like lok adalats and jan sunvais wherever feasible taking it to the doorstep of the people needing redress it saidIt also recommended that feedback and suggestions on the performance of grievance redressal system should be taken from the public in order to improve the effectiveness efficiency and credibility of grievance redress mechanism and grievance prevention possibilitiesBest suggestions should be rewarded and their implementation and value addition should be highlighted for improving the credibility of the system the report saidThe panel was pleased to note that DARPG is gradually making way for one nation one grievance redressal portalHowever the committee recommends the department to ensure that certain features are incorporated while integrating CPGRAMS with state portals namely identifying right stakeholders for redressal facility of auto forwarding delayed or specific kind of grievances to right teamperson among others it said PTI AKV AKV TIR TIR
