The document discusses the origin and definitions of grievances. It outlines the types of grievances as general grievances against policies and individual grievances against government acts or omissions. It then describes public grievances in India and channels for redress, including against police, maladministration, and corruption. Rural grievances are also examined, such as issues with supply services and harassment. The document concludes with recommendations for running an efficient grievance redressal mechanism through accountability, transparency, and reforming civil services.

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3. Origin of grievances
•14th century -1250-1300
•Middle English greva (u) nce
•Sweden parliament report
•Using word lack of satification
•Translate to grievance
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4. President’s Address to Parliament – 4 June 2009
… increasing transparency and public accountability of NREGA
(National Rural Employment Guarantee Act 2005) by
enforcing social audit and ensuring grievance redressal by setting up
district level ombudsman.
...To ensure transparency and public accountability, independent
monitoring and grievance redressal mechanisms will be set up at the
district level …

5. • DALE YODER – define it as “a written complaint filed by an
employee and claiming unfair treatment.
• PROF.PIGORS AND MEYERS- defined grievance as dissatification.
• According to the Chambers Dictionary grievance means a ground of
complaint a condition felt to be oppressive or wrongful.
• According to Michael J. Jucius: Grievance means “any
dissatisfaction, whether expressed or not and whether valid or not,
arising out of anything connected with the company that an
employee thinks, believes or even feels, is unfair, unjust, or
inequitable.”
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6. TYPES OF GRIEVANCE
General grievance
Individual grievance
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7. GENERAL GRIEVANCE
•General grievances are against the government, its
acts and policies and may common to all or any
section of the community. Shortage of food, rise in
prices, over-crowding in transport services, late
running of trains are instances of such grievances
which do exist and find expression in widespread
disturbances that occur from time to time.
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8. INDIVIDUAL GRIEVANCE
•Individuals may have against the
executive organs of government, which
includes both power wielding political
leadership and the permanent services
on account of any act or omission on
their part affecting the citizens
individually.
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9. WHAT IS PUBLIC / CITIZEN’S
GRIEVANCE?
Ф created in June 2007 by DARPG
ФGrievance can be submitted to all important portfolio ministers and
Departments.
ФThe system has been designed in-house by the PMO team with the help of
centre.
ФNow, Prime Minister-Narendra Modi supreme head of the public grievances
ФThe increase in public grievance is a cause of worry.
ФComponent of accountability ; the errors of decision makers can be
corrected, oversight highlighted , abuse and misused rectified and
shortcomings avoided.
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10. NATURE AND SCOPE OF PULIC
GRIEVANCE
• Corruption has always loomed large within the ambit of citizens
grievances against the executive organs of government . In its widest
connotation, corruption includes improper or selfish exercise of
power and influence attached to a public office or the special
position one occupies in public lie. But besides corruption,
indifference, incompetence and insensitiveness on the part of public
servants can and do frequently of citizens can be of two types,
general grievances and individual grievances.
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11. • It is with the latter type of grievances that we are concerned here,
due to the development of the rule of law and the evolution of a
large career service, there has come about a change in the public
conception of integrity of public servants in the sense that they
should not use their official position to obtain any kind of financial
or other advantages for themselves, their families or friends. The
citizen today expects the public servants to be honest, diligent,
responsive, fair and competent in the discharge of their duties and
qualities which the Madhya Pradesh Administrative Reforms
Commission in its report has described as integrity and capacity in
administration.
• The problem of citizen’s grievances stem undoubtedly from the
great gap existing between government and people in all
developing societies. There is also the social distance between the
administrator and the people with whom he has to deal, a social
distance set by certain norms which the administrative elite
acquired in the colonial period under a very different set of
circumstances. 11

12. WHAT IS GRIEVANCE REDRESSAL
MECHANISAM?
•It is mandate in government agencies and
department.
•That are directly involved with serving citizens
and organizations
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13. CITIZENS’ GRIEVANCES IN INDIA AND CHANNEELS
OF REDRESS
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14. GRIEVANCES AGAINST POLICES
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15. GRIEVANCES RELATED TO
MALADMINISTRATION
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16. GRIEVANCES RELATING
TO CORRUPTION
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17. GRIEVANCES IN RURAL AREAS
•Past two decades total population has
increased by 21%.
•From 289.5 million in 1951 to 438.8 million
in 1981
•There grievance in rural are ……
Given below ……..
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18. CITIZENS’ GRIEVANCES
IN RURAL AREAS MAY BE
OF FOLLOWING TYPES
NON- AVAILABILITY OR
INTERMITTENT SUPPLY
DELAY IN SUPPLIES AND SERVICES
HARASSMENT
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19. Harassment
• CORRUPTION IN public services, specially at the delivery
end of the system, is extremely harassing to the mass of
lower middle class people who have to deal with the field
staff in such matters as water supply, electricity,
construction or alterations to small residential houses,
sales-tax assessment in small business, securing the
benefits of various welfare schemes launched by
government, school admissions, medical service in public
hospitals, and so on in daily life.
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20. How do to run efficient GRIEVANCE redressal
mechanism?
•Making administration accountable and
citizen-friendly,
•Ensuring transparency and the right to
information, and
•Taking measures to cleanse and
motivate civil services.
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Helplines & Grievance Redressal Rules
•Helplines for receipt of complaints & forwarding to state/districts
-Set up at Ministry
-States- A.P, Chhattisgarh, Gujarat, Haryana, H.P, J&K, Jharkhand, Karnataka, Kerala,
Orissa, Sikkim, U.P, Uttarakhand , W.B, Goa
•Grievance Redressal Rules
Formulated by Bihar, Gujarat, Haryana, H.P, J&K, Jharkhand, Karnataka, Nagaland,
Rajasthan, Sikkim, Tripura, Uttarakhand
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24. THANK YOU
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25. Department of Administrative Reforms & Public Grievances
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES & PENSIONS
DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC
GRIEVANCES
Ms Sumita Dasgupta
Deputy Secretary(PG)
Department of Administrative Reforms & Public Grievances,
Sardar Patel Bhawan
Parliament Street, New Delhi 110 001
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