‘Citizens right To Grievance Redress Bill' 2011
THIS is a comprehensive rights based bill for the citizens of the country, providing statutory backing for getting timely services and goods specified in citizens charters of public authorities from Gram Panchayat, Block, District, State up to Central Level. Any violation of the citizens charter will be dealt as a grievance and institutional mechanism has been provided for time-bound grievance redressal and malafide action on the part of responsible officers will lead to penalty / disciplinary action .
Context:
++ Common man faces day-to-day hassles with regard to delivery of public services and corruption in service delivery
++ Currently inadequate institutionalised mechanism to address these problems
++ Lok Pal Bill will not address these day-to-day issues
Highlights:
1. There will be a Citizens Charter, containing category of goods and services rendered by it, the time within which such goods or services be rendered.
2. Any violation of the Citizens charter will result in time bound grievance redressal and also penalty / disciplinary action.
3. Bill can be enacted as a central legislation under the concurrent list Item 8 (actionable wrongs) and can cover:
a. Central Schemes and Central Government Departments
b. Provide a Platform to States to make this a Grievance Redressal Mechanism for State Schemes and Departments
4. Bill will incorporate the institution of Information and Facilitation Centre in all public authorities to ensure that Citizens can be facilitated and grievances are systematically recorded and tracked using telephone, sms, web etc.
5. First level Redress should be within concerned department as proposed. This should be done through a Grievance Redress Officer in each department
6. The second level redress/ appeal will be at the level of Head of the Department of the public authority.
7. Central / State level Grievance Commissions should be set up as second level appellate authorities.
Objectives: To get committed standards of public service and redressal of grievances in the stipulated time limit, the Citizens Right to Grievance Redress Bill will seek to enumerate;
1. Grievances: Any violation of Citizens Charter and implied obligations of public authority
2. Liability and Penalty: To identify liabilities of public servants in case of default and to impose penalties for failure to deliver services or redress grievances in a time-bound manner and disciplinary action;
3. Architecture: To ensure an appropriate, decentralised and citizen friendly mechanism to redress grievances arising out of the violation of the above.