Parliamentary Panel Recommends Reward, Punishment System For Grievance Officials

A panel of the Parliamentary Assembly recommends rewards and punishing system for grievances officials

New Delhi, Aug 11 : A standing committee in its most recent report has suggested the use of a method of reward and sanctions for officials tasked with the resolution of public complaints.
“The Committee would like to suggest an established process of rewarding and punishing officials charged with the solving of grievances.The department must develop an accountability system to ensure the accountability of officials of the government who deal with the citizens’ grievances.” stated the report that was recently presented in the Parliament.

 Parliamentary Panel Recommends Reward, Punishment System For Grievance Officials-TeluguStop.com

The Committee has also suggested that to facilitate this the appellate authority handling grievances ought to be empowered to inflict a punishment and reward based on the judgment of officials who deal with grievances.

To improve the process of handling grievances more sensitive and accountable to ensure that the grievance handling process is more responsible and sensitive, the Department of Administrative Reforms and Public Grievances (DARPG) has required a thorough Action Taken Report (ATR) prior to the closure of a grievance in the Centralised Public Grievance Redress and Monitoring System (CPGRAMS).

According to the Ministry of Public Grievances, the ATR records with precision the efforts of the Grievance officer in resolving the issue or the reason for the same if they are not resolved.

ATR will help differentiate between actual resolution and the disposal of grievances.

The ATR also contains an assessment matrix of the quality of resolution and the performance of Grievance Officers.

The Committee, in its report it noted the contents of the response and praised the efforts of the Department in instructing the Organisations and Ministries to prepare an extensive ATR before a grievance can be shut in CPGRAMS.

“Though, it is hoped that the initiative is being implemented by all the Organisations/Departments/Ministries in the intended manner, it does not remain on paper only, as just another set of guidelines issued by the Department,” said the report.

According to the report, DARPG has been in the process of creating an ongoing feedback center.

The center will solicit feedback from citizens regarding their satisfaction with resolution provided and assist citizens with filing/tracing their grievances.

The system will also supply the necessary data on performance and help make the grievance management system more transparent and inclusive for all stakeholders, including citizens.

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