This document discusses the Right to Service Act and the obligations it places on public authorities in India to provide time-bound delivery of services to citizens. Key points include: - The Act gives citizens the right to time-bound delivery of goods/services from public authorities and redressal of grievances. - Public authorities must publish Citizens' Charters specifying the categories of services provided and timelines for delivery. - Grievance Redress Officers must be appointed and assist citizens in filing complaints. Complaints must be resolved within 15 days. - Non-resolution of complaints within 15 days must be reported to the Head of Department. Citizens can appeal unresolved grievances to the Head of Department

1. Dr. Rahul Singh
Deptt. of Administrative Reforms
Govt. of Uttar Pradesh

5. Definitions

12. “kkfLr

13. Penalty

15. Revision

45. SERVICES
 Vide notification no. 2198/1-14-2010-
33(100)-2010 dated: 15th January,2011, Six
services of Revenue Department, Four
services of Urban Development, One
service of Medical & Health and two
services of Food & Civil supply
departments are added.
 Vide notification no. 1884/1-14-2011-
33(100)-2010 dated: 19th September,2011,
Four services of Transport Department are
added.

46.  Vide notification no. 375/91-2013 dated: 27th
November,2013, ten services of all departments, four
services of Power department, one service of Small
Industries department, two services of labour
department, four services of Excise department, nine
services of Education Department, Eight services of
Medical & Health department, Four services of Women
Welfare department, one service of Registration
department, three services of PWD, Six services of
Weight & Measurement Department, Five services of
Social Welfare Department, One service of Animal
Husbandry Department, Eight services of Housing &
Urban Planning Department, four services of Agricultural
department, Five services of Technical Education, one
service of Rural development, One service of Dairy
Development, Five services of Horticulture, Four services
of Medical Education, Two services of Forest, Two
services of handloom & village industries, four services of
Higher education, seven services of commercial tax,
seven services of entertainment tax and fifteen services
of Home department are added.
 Thus till date total 140 services are covered under Janhit
Guarantee Act, 2011.

47. Complaints
Handling

48. Remember
Without a good complaint
redressal system, Citizen‟s
Charters have no effect.
Departments should establish
highly credible & responsive
complaints procedures and
redressal systems.

49. Right attitude to Complaints
• Listening sympathetically to people who have felt
a cause to complain;
• Recognizing that complaints handling is an
integral part both of good service and customer
care and not a nuisance;
• Understanding the benefits of good complaints
handling and consequences of poor complaints
handling and welcome complaints as an
opportunity;
• Putting things right for the citizen and to learn
the lesson and improve service.

50. Complaints
i. Be easily accessible and well publicized;
ii. Be simple to understand and use;
iii. Be speedy, with established time limits for action and
keeping people informed of progress;
iv. Be fair, comprehensive and impartial in its investigation;
v. Be confidential, to maintain the confidentiality of both the
staff and the complainant;
vi. Be informative, providing information to top management
so that services can be improved;
vii. Set out clearly the volume of complaints, broken down by
different categories;
viii. Include an analysis of response time;
ix. Inform the complainant of the proposed action.

51. 51
Objectives……. Understand
 The Purpose of the Grievance Procedure
 How to Prevent a Grievance
 Grievance Timelines
 Benefits of Early Settlement
 Steps in the Grievance Process
 Preparing for a Grievance
 Conducting the Grievance Meeting
 Preparing the Grievance Response

52. “ can be any discontent or
dissatisfaction, whether expressed or
not, whether valid or not, and arising
out of anything connected with the
company that an employee thinks,
believes, or even feels as unfair,
unjust, or inequitable.”
A grievance……..”

53. Grievance vs Discipline
 GRIEVANCE
 Provides the
employer with a
process for
resolving a
complaint they are
unable to resolve
through regular
communications
with their
superior/manager
 DISCIPLINE
 Gives employer a
process for
handling an
employee who is
not meeting the
expected
standards of
performance or
behaviour.
53

54. 54
Purpose of the Grievance Procedure
 Allow employees and management to
resolve problems
 Allow employees to voice concerns
workplace and environment
 Keep lines of communication open

55. 55
How to Prevent a
Grievance
 Identify potential causes
 Correct problems promptly
 Encourage corrective suggestions
 Establish and reaffirm policies and work
rules
 Communicate and give advance notice of
changes
 Keep employees informed of their progress
 Be objective
 Learn to listen
 Be consistent

56. 56
If you Receive an Employee Grievance
First and foremost…
 Don‟t panic!
 Hold your temper!
 Take charge!
 Consider the possibility of early settlement…

57. Five Points to Prepare
Grievances
Listen to the facts
from the worker
Listen to the
problem as
presented by the
worker and then
ask questions to
make sure you
have the facts
correct and
understand the
situation.

58. Five Points to Prepare
Grievances
Test for a grievance
Check the problem
with the contract
to see if there is a
violation involved.
The problem may
not involve the
contract, but may
have a solution
elsewhere.

59. Five Points to Prepare
Grievances
Investigate
Before writing the
grievance, double
check the facts
as thoroughly as
you can with
whatever records
are available and
other persons
who may be
involved.

60. Five Points to Prepare
Grievances
Write the grievance
Our contracts call
for written
grievances. Write
a simple
statement and
conclude with the
specific remedy
sought. Use the
proper forms.

61. Five Points to Prepare
Grievances
Present the grievance
Present the
grievance to
management in a
firm, but polite,
manner. Discuss the
grievance, explaining
the facts of the case
without getting
sidetracked.

62. The “5 W‟s” WHO was involved?
Names, employee number, jobs,
department, etc.
 WHY is it a grievance?
Seniority bypass, pay shortage, unjust
treatment, violation of past practices,
safety hazards, etc.

63.  When did it happen?
Date, time – Show the date the
grievance occurred, not when it is
written.
 Where did it happen?
Station, department, section, base, etc.
 What settlement is wanted?
Enforce contract, be put on job, adjust
seniority, retroactive pay, etc. – if the
settlement is to be retroactive, this
should be stated.

64. If the Grievance is
Won/Lost…
WON
Obtain the
settlement in
writing and
keep it as
your record. It
may be useful
in later cases.
LOST
Appeal
without delay,
and keep the
grievant
informed of
the progress
of the case.

65. GRM (Grievance Redress Mechanism)
 Formats for GRM – it should contain the
three processes of receipt, redress and
prevention and should contain information
in the following section.
1. Information on receipt
 Identify place, time and personnel for
receiving grievances
 Issuing the acknowledgement receiptParticulars of citizen/ client Particulars of the grievances
S.
no
Date Name Address Conta
ct no.
Ack
recei
pt
Subje
ct of
grieva
nce
office Brief
descri
ption
Date
of
ack
Date
of
redre
ss

66. GRM (Grievance Redress Mechanism)
2. Communication to complainant
 Grievance number for tracking
 Expected time for redress
 If not disposed in expected time, action to
be taken by complainant
 Information on reason for delay
 Updated expected time of redress
 Action taken for redress
 If complainant not satisfied with redress
action, further avenues.

67. GRM (Grievance Redress Mechanism)
3. Criteria for classification
 Charter related
 Policy related
 Personnel related
 Pensioners related
 Vigilance related
4. Time norm for redress based on grievance
category
5. Level of responsibility
S.no Type of
grievan
ce
Time line for
redress at level 1
Level 2 Level 3 Level 4

68. GRM (Grievance Redress Mechanism)
6. Analysis and prevention
 Deptt must analyse what type of grievance they are
receiving and how to overcome that
 Format for analysis of grievance
S.
n
o
Date of
dscription
of
grievance
Grieva
nce
prone
areas
identifi
ed
Systematic
cause
identified
Action
required
to
improve
system
Planned
date and
authority
responsible
for taking
action
Action
taken
date

69. Design and
Implementation Process
 Step 1- Design of GRM
 Task 1- prepare list of data items to be captured in the
GRM
 Static or master data
 information on the offices
 RCs
 and all subordinate office for which grievances are received
 Dynamic or transaction data
 Complainant details
 Complainant description
 Any other information to be provided by the complainant
 Task 2- Prepare the internal process flow chart for
GRM through the organisational hierarchy of the
Department uptill the final point. Process flow should
be simple and fast.

70. Design and
Implementation Process
 Step 2- Implementation of GRM
 Task 1- Implement the process flow through
existing system
 Each Department should designate public grievance
officer as per hierarchy
 Task 2- Training workshops on GRM
 Task 3- Initiate process for automation related
decisions
 decide on the level of automation- manual, semi
automated or fully automated
 Task 4- Launch the GRM
 Enable service recipients to use it
 Phase wise launch
 Task 5- Publicise the GRM
 Task 6- Periodic Review of GRM

71. Design and
Implementation Process
 Step 3- Grievance Prevention
 Task 1- Conduct systemic analysis
 Use complaint data to analyse root cause for
grievances
 Task 2- identify grievance prone areas and
remedial actions
 Task 3- take follow up action to address
grievance prone area
 Localised process improvements
 Apex level policy changes

72. 72
Conducting the Grievance Meeting Discuss the matter rationally:
 Review the grievance with the grievant
and the representative.
 Do not bargain with the grievant or the
steward.
 Be certain that you have all of the
information you need before responding.
 Do not respond to a demand for an
“instant” answer. A possible exception is
a matter of health and/or safety.

73. 73
Preparing the Grievance Response
 Adhere to the timeline for your response.
 Provide an answer that is concise and
complete. Brevity is important. If you need
help in providing an answer, obtain assistance
from Employee / Industrial Relations
officer/manager.
 Obtain acknowledgement of receipt of your
answer from the grievant/steward, including
time and date.

74. 74
Preparing for Grievance Meeting with
Employee / Industrial Relations
Employee / Industrial Relations will facilitate the
process at this step. The process includes:
 Schedule „prep‟ meeting with the department
and /or management before the date of
grievance meeting.
 Serve as hearing officer.
 Determine who should be involved in the
meeting, including identifying any witnesses.
 Determine what information must be captured
on record.
 Discuss the format of the grievance meeting.
 Provide written response.

75. Monitoring System
(CPGRAMS)
 Introduction- DARPG has developed PG portal that
empowers the citizens to lodge their
grievances/complaints online from anywhere
anytime and also enable the Government
Department to take action within a prescribed limit
 Highlights
 Online lodging of grievances, reminder, view status and
action taken reports
 System generated unique complaint registration
number
 Online receipt of grievances by Government
departments
 Online forwarding of grievances to subordinate office
 Loading of manual grievances with facility of uploading
scanned document

76. Monitoring System
(CPGRAMS)
 Redress and monitoring process by
PGO
 Uploading of action taken / disposal
reports concerning each grievance
 Forwarding of reminders for the
grievances lodged earlier
 Query based reports and system
generated correspondence letter.
 Feedback of complainant regarding
disposal of grievance.

77. PLEASE TAKE FEW MINUTES
AND READ THE IMPORTANT
FEATURES OF THE BILL HERE

78. RIGHT TO SERVICE
Every Individual Citizen Shall Have The Right
To Time Bound Delivery Of Goods And
Provision For Services And Redressal Of
Grievances.

79. OBLIGATIONS ON PUBLIC AUTHORITY
Obligation Of Public Authority To Publish
Citizens Charter Specifying The Category Of
Goods Supplied And Services Rendered
By It, The Time Within Which Such Goods
Shall Be Supplied Or Services Be Rendered.

80. HEADS OF DEPARTMENTS
The Head Of Department In Each Public
Authority Shall Be Responsible For Updating
And Verifying The Citizens Charter,Every Year
And The Accuracy Of The Contents Thereof.

81. HEADS OF DEPARTMENTS
Every Head Of Department Shall Ensure That
All Material Be Informed Taking Into
Consideration The Local Language And The
Most Effective Method Of Communication In
That Local Area Free Of Cost.

82. HEADS OF DEPARTMENTS
Every Head Of Department Shall To The
Extent Possible, Ensure That The Citizens
Charter Is Made Available At The
Website Of The Public Authority And In Other
Electronic Forms And Shall Be Available Free

83. INFORMATION & FACILITATION CENTRE
Every Public Authority Shall Establish
Information & Facilitation Centre For Efficient
And Effective Delivery Of Services And
Redressal Of Grievances, Which May Include
Establishment Of Customer Care Centre, Call
Centre, Help Desk, People’s Support Centre etc

84. GRIEVANCE REDRESS OFFICER
Appointment And Obligations
Of Grievance Redress Officers, Including For
Each Municipality And Panchayat

85. GRIEVANCE REDRESS OFFICER
The Grievance Redress Officer Shall Provide All
Necessary Assistance To Citizens In Filing
Complaints.

86. GRIEVANCE REDRESS OFFICER
Redress Officer To Ensure That The Grievance
Is Remedied In A Timeframe Not Exceeding 15
Days From The Date Of Receipt Of The
Complaint

87. GRIEVANCE REDRESS OFFICER
The Grievance Redress Officer Shall Ensure
That The Complainant Is Informed In Writing
The Manner In Which The Grievance Is
Redressed And Shall Give Him A Report In The
Form Of An Action Taken Report

88. NON REDRESSAL OF COMPLAINTS TO HEAD
OF THE DEPARTMENTS
After Expiry Of The Period Of 15days, Report
Every Complaint Which Has Not Been Redressed
Along Nature Of Complaint, And Reasons For
Non Redressal Of Complaints To The Head Of
The Department Of The Public Authority.

89. APPEAL TO HEAD OF DEPARTMENT
Appeal Can Be Made To Head Of Departments
Of The Public Authority After The Period Of 15
Days Gets Over And The Non-redressal Of The
Grievance

90. NON REDRESSAL OF GRIEVANCES TO BE
DEEMED AS CORRUPT PRACTICES IN
CERTAIN CASES IF PRIMA FACIE THE
COMPLAINT IS INDICATIVE OF A CORRUPT
ACT UNDER THE PREVENTION OF
CORRUPTION ACT, 1988

91. ESTABLISHMENT OF THE CENTRAL PUBLIC
GRIEVANCE REDRESSAL COMMISSION
Any Citizen Aggrieved By A Decision Of The
State Public Grievance Redressal Commission,
May Within 30 Days Appeal To The Central
Public Grievance Commission

92. CENTRAL PUBLIC GRIEVANCE REDRESSAL
COMMISSION
The Central Public Grievance Redressal
Commission Shall Have Original Jurisdiction To
Adjudicate Upon Every Application Made To It

93. CENTRAL PUBLIC GRIEVANCE REDRESSAL
COMMISSION
ProceedingsBefore Central Commission
To Be Judicial Proceedings Under Indian Penal
Code (IPC)

94. CENTRAL PUBLIC GRIEVANCE REDRESSAL
COMMISSION
Every Order Made By The Central Public
Grievance Redressal Commission Must Be
Enforced By The State Public Grievance
Redressal Commission

95. CENTRAL PUBLIC GRIEVANCE REDRESSAL
COMMISSION
ProceedingsBefore Central Commission
To Be Judicial Proceedings Under Indian Penal
Code (IPC)

96. PENALTY FOR MALAFIDE ACTION
A Lump-sum PenaltyAgainst Designated
Officials Responsible For Delivery Of Service
Or Grievance Redress Officers For Their
Malafide Action At The Rate Specified From
Time To Time

97. PENALTY FOR MALAFIDE ACTION
Disciplinary Proceedings Against Such Officer Of
The Public Authority, Who If Proved To Be
Guilty Of A Malafide Action In Respect Of Any
Provision Of This Act

98. PENALTY FOR MALAFIDE ACTION
Judicial Proceedings Against Such Officer Of The
Public Authority, Who If Proved To Be
Guilty Of A Malafide Action In Respect Of Any
Provision Of This Act

99. THANK YOU