![]() ![]() This enables the Department to evaluate the effectiveness of the grievance redress machinery of the concerned government agency.Ģ.3 On the basis of the grievances received, Department identifies the problem areas in Government which are complaint-prone. The Department ‘takes up’ about 1000 grievances every year depending upon the seriousness of the grievance and follows them regularly till their final disposal. The role of Department of Administrative Reforms and Public Grievances consists primarily to undertake such citizen-centric initiatives in the fields of administration reforms and public grievances in the Government so as to enable the Government machinery to deliver quality public services to the citizen in a hassle-free manner and eliminate the causes of grievance.Ģ.2 The grievances received by the Department are forwarded to the concerned Ministries/Departments/State Governments/UTs, who are dealing with the substantive function linked with the grievance for redress under intimation to the complainant. (ii)Directorate of Public Grievances, Cabinet Secretariatĭepartment of Administrative Reforms & Public GrievancesĢ.1 Department of Administrative Reforms & Public Grievances is the nodal agency in respect of policy initiatives on public grievances redress mechanism and citizen centric initiatives. (i) Department of Administrative Reforms and Public Grievances, Ministry of Personnel, Public Grievances and Pensions There are primarily two designated nodal agencies in the Central Government handling these grievances. The grievances of public are received at various points in the Government of India. I.(A) STRUCTURE OF GRIEVANCE REDRESS MACHINERY AT APEX LEVEL In fact, the grievance redress mechanism of an organization is the gauge to measure its efficiency and effectiveness as it provides important feedback on the working of the administration. ![]() No administration can claim to be accountable, responsive and user-friendly unless it has established an efficient and effective grievance redress mechanism. ![]() 1.1 Grievance Redress Mechanism is part and parcel of the machinery of any administration. ![]()
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