Monitoring complaints to improve governance - GovtVacancy.Net

Monitoring complaints to improve governance

The grievance redressal is an  important tool in the hands of a citizen in getting his grievance redressed. Often these complaints are ignored. Most of the public offices in India have  a complaint monitoring system, but often this system does not work  , as the complaint ends up reaching the officer against whom charges  are made. It often takes several months for a complainant to get a reply from the government  (that too when someone replies). In this context its contrast is visible in some countries. For example, in Hong Kong, the ICAC (Independent Commission Against Corruption) responds  to a complaint within 48 hours. Similarly, in Singapore, the Commission's office The complainant is disposed of within five minutes. The complaint is looked into within 24 hours  and any inquiry or investigation is completed within two months. In a country of the same size and complexity as ours  , some effort is required. Unless the public bodies  give prompt answers, all the questions of the citizen will be in vain. Complaints  should be monitored, complied with and within a specified period, which  should usually be mentioned and given by the inspecting officer in a special case, the  results should come. Actions should be evaluated regularly  .

 

Recommendations of 2nd ARC-

 

1. In all such offices, where there is a large number of public contacts, there  should be an on-line complaint monitoring system. If possible, grievance  monitoring should be outsourced.

 

2. In offices where there is a large number of public contacts, there  should be an external, periodic mechanism for auditing complaints.

 

3. In addition to investigating each complaint and fixing responsibility for errors, if any  , complaints should also be used for systematic error analysis  so that remedial measures can be taken.

Thank You