Why not appeal in Grieavance Redressal system? asks Par Panel

Citizens should have an opportunity to file an appeal within the official grievance redressal system before rushing to courts if the responses to their complaints are unsatisfactory, a Parliamentary panel has said.

The Parliamentary Standing Committee on Personnel, Public Grievances, Law and Justice believe that such a move would make the grievance redressal system more effective.

The committee, headed by senior Congress MP Anand Sharma, said the spirit of the Public Grievances Redressal Mechanism is primarily to resolve the complaints in a “professional and satisfactory manner”.

The panel also advocated the need for relief and redressal system fixing accountability on the decision making authorities.

“As in the event of unsatisfactory redressal of their grievances, the public usually approach courts for redressal of their grievances which increases burden of courts, every endeavour should be made that grievances are resolved in a professional and satisfactory manner,” the panel said.

“In order to make grievance redressal system more effective, it is recommended that government may also consider making a provision for appeal in the existing system,” the report added.

The government had come up with an online system Çentralised Public Grievance Redress and Monitoring System (CPGRAMS) in 2007, which interlinks 139 ministries, departments, states and other apex organisations. Around 10.23 lakh grievances were received in 2016, out of which 7.53 lakh were redressed.

The panel has informed the committee that a project for complete revamp of CPGRAMS with new features like lateral transfer of grievances, downward transfer from ministries to states, provision of local language interface and dashboards are also under consideration.

The panel, however, felt that the rural folk and those in far-flung areas are not aware of the existence of such a system.
The CPGRAMs should be publicised in mass media in vernacular languages, so that common people become aware of the availability of such an avenue for redressal of their grievances.

(Apr 4, 2017)

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