Redressal of Public Grievances pertaining to COVID-19 within 3 days by Ministry/Department

Redressal of Public Grievances pertaining to COVID-19 within 3 days by Ministry/Department: Instructions by DARPG that considering the urgency and importance of redressal of COVID 19 Public Grievances.

MOST IMPORTANT CIRCULAR

Office of the CGDA,
Ulan Batar Road, Palam, Delhi Cantt. – 10

Grievance Cell

No. AN/Grievance/Report/Meeting/Vol. VIII

Dated: 07/04/2020

To

1. The PesDA/ CsDA/ PCA (Fys) / CsFA (Fys)/PIFAs/IFAs/CDA (RTCs)

2. All Sections of HQrs Office.

Sub.: Handling of Public Grievances pertaining to COVID—19 in Ministries / Departments of Government of India.

Department of Administrative Reforms and Public Grievances (Public Grievance Division) vide their OM No. S-15/4/2020-DARPG (C.No.6594) dated 30.03.2020 has issued directions for handling public grievances pertaining to COVID-19 in Ministries / Departments of Government of India.

2. The main points of directions are given as below: –

(i). Every Department / Ministry shall appoint a designated Nodal Officer for handling COVID — 19 Public Grievances. The name, phone number and email ID of the designated Nodal Officer shall be placed on the website of the concerned Department / Ministry.

View:Lockdown for containment of COVID-19 – Epidemic in the country. See MHA Orders and Guidelines

(ii). Every Department / Ministry website shall have a separate field in CPGRAMS to cater to COVID-19 grievances for more focused tracking, monitoring, and disposal of public grievances,

(iii). Considering the importance of prompt redressal of such grievances, every Department / Ministry shall pay high priority and will closely monitor COVID-19 public grievance redressal on their respective Dashboard.

(iv). In Departments / Ministries where CPGRAMS version 7.0 has been implemented, mapping of the COVID-19 grievances shall be done to the last mile grievances officers.

(v). Considering the urgency and importance of redressal of COVID-19 grievances, it shall be incumbent on every Ministry / Department to prioritize for expeditious quality addressal of these grievances at the earliest preferably within a timeline of 3 days to provide redressal.

3, It is requested that directions of the ministry may be complied with and compliance report with respect to points 2 (i) may be forwarded to official e-mail ID of cgda Office i.e. [email protected] within 2 days.

4. Copy of the DARPG OM dated 30.03.2020 is enclosed herewith for ready reference.

5. This issues with the approval of CGDA.

(Vinod Kumar Goel)
ACGDA (Grievance Officer)

File No.S-15/4/2020-DARPG (C.No.6594)
Government of India
Department of Administrative Reforms and Public Grievances
Public Grievances Division

5th floor, Sardar Patel Bhawan
Sansad Marg, New Delhi-110001
Dated March 30, 2020

OFFICE MEMORANDUM

SUB: HANDLING PUBLIC GRIEVANCES PERTAINING TO COVID 19 IN MINISTRIES / DEPARTMENTS OF GOVERNMENT OF INDIA

The undersigned is directed to say that the following procedure shall be adopted for handling Public Grievances pertaining to COVID 19 in Government of India:

1. Every Department/ Ministry shall appoint a designated Nodal Officer for handling COVID-19 Public Grievances. The name, phone number and email ID of the designated Nodal Officer shall be placed on the website of the concerned Department/Ministry.

View: DoPT’s instructions to PSU and Financial Institutions to exempt persons with disabilities from duties of essential services during COVID-19

2. Every Department/ Ministry website shall have a separate field in CPGRAMS to cater to COVID-9 grievances for more focused tracking, monitoring, and disposal of public grievances.

3. Considering the importance of prompt redressal of such grievances, every Department/Ministry shall pay high priority and will closely monitor COVID-19 public grievance redressal on their respective Dashboards.

4. In Departments/ Ministries where CPGRAMS version 7.0 has been implemented, mapping of the COVID-19 grievances shall be done to the last mile grievance officers.

View: Leave Travel concession Rules, 1988 – Fulfillment of Procedural requirements.

5. Considering the urgency and importance of redressal of COVID 19 grievances, it shall be incumbent on every Ministry/ Department to prioritize for expeditious quality addressal of these grievances at the earliest preferably within a timeline of 3 days to provide redressal.

This issues with approval of Secretary DARPG.

(Prisca Poly Mathew)
Deputy Secretary to Government of India

To:
1. Principal Secretary to Prime Minister
2. Advisor to the Prime Minister ( Mr. Bhasker Khulbe)
3. Cabinet Secretary
4. All Secretaries to Government of India
5. All Nodal Grievance Officers of Government of India

Source: CGDA Click here to view/download the PDF