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