New Delhi, Oct 20 The Delhi government has warned heads of departments (HoDs) that they will be held accountable for delays in disposing of public grievances, directing officials to ensure time-bound resolution and improve the quality of responses, officials said on Tuesday.
Delhi Chief Secretary Rajeev Verma took a “very serious view” of pending grievances during a recent meeting to review complaints received through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS), LG Listing, Public Grievance Monitoring System (PGMS) and other platforms, they said.
Verma indicated that HoDs would be held accountable for delays and face necessary action if complaints were not resolved within the prescribed timelines, a senior government officer said.
Following the review, directions have been issued to all branch and section in-charges and officials handling grievances to monitor complaints closely and ensure their timely disposal.
Officials have been instructed to prioritise overdue grievances and clear them at the earliest, while ensuring that no complaint becomes overdue in the future. They have also been asked to log into the respective portals regularly to monitor pending cases and initiate timely action.
The directions emphasise that grievance disposal must be assessed on the quality, completeness and factual correctness of responses, rather than merely the submission of a reply.
Each complaint must be examined on its merits, with officials required to provide a clear, specific and reasoned response indicating the action taken, the instructions said.
The government has also made prior approval of the HoD mandatory for transferring a grievance to another department or authority. Transfer proposals must specify the reasons and establish the jurisdiction of the proposed receiving authority, officials said.
A weekly review of grievance redressal will be conducted every Friday to assess pendency, overdue cases and the quality of disposal, they said.
Special priority has been accorded to grievances pending under the “CM Jan Sunwai” programme, along with other old and unresolved complaints. These cases must be reviewed and disposed of after proper examination and necessary action, officials added.
(PTI News)
