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Time of India

Cabinet Secretary puts grievance redressal on top; PMO-style oversight in works

The Union Cabinet Secretary is pushing ministries to revamp grievance redressal, mirroring the PMO's oversight by senior officers for more effective handling of public concerns. The Income Tax Department and CBIC are now under the Directorate of Public Grievances' purview, ensuring time-bound responses to unresolved issues. Tired of too many ads? Remove Ads Tired of too many ads? Remove Ads Placing public grievance redressal on 'high' priority, the Union Cabinet Secretary is learnt to have asked all ministries and departments to overhaul their grievance redressal mechanism and bring in the new PMO-like oversight by senior officers so that public concerns are not disposed off 'mechanically'.Alongside, grievances pertaining to the Income Tax Department and the Central Board of Indirect Taxes and Customs ( CBIC ) have this week been brought under the jurisdiction and oversight of the Directorate of Public Grievances (DPG), an entity within the Cabinet brings a major institutional shift as the two departments impact millions of citizens, tax payers and businesses and are often flooded with complaints on delays, lack of transparency, procedural roadblocks and the DPG oversight aims at obtaining responses to unresolved grievances on matters relating to identified Central government departments and organisations in a time-bound manner. The inclusion of CBIC and the I-T department was notified by the Cabinet Secretariat on June Cabinet Secretary, following the June 4 Council of Ministers meeting chaired by the prime minister, has sought "timely and qualitative disposal of citizen grievances" across departments, ET has Modi is learnt to have underlined the need for prioritised and qualitative improvement in public grievance redressal systems. He is learnt to have referred to the new template brought into the Prime Minister's recently-introduced PMO template now has its 30-odd senior officials tasked with examining and processing at least ten pending public grievances on a daily basis -- 300-plus every day by the PMO alone. With senior officials in charge, a dramatic difference is learnt to be seen in both the timeliness of redressal and quality of redressal. The PM is learnt to have suggested at the meeting that similar mechanisms be adopted across ministries involving senior officers of the department concerned.A mechanism will soon be brought in across ministries to directly involve senior officials for "effective disposal" so that grievances are treated with due seriousness. Designated a 'high' priority action point, the mechanism for a more effective grievance redressal system will be outlined by the Department of Administrative Reforms and Public Grievances (DAPRG).It is learnt that the Cabinet Secretary in a recent communication has outlined the same as an important to-do at the earliest. Instructions are expected to be sent out later this week by the DAPRG on the same and will involve the Grievance Redressal Cell already set up across departments.