Following serious complaints that a large number of grievances were not being redressed through the Public Grievance Monitoring System, Chief Minister Arvind Kejriwal has instructed his officers to personally contact the complainants while redressing their grievances in the National Capital.
At a recent review meeting on the resolution of grievances through the PGMS, it was reportedly noted that most of the complainants were not satisfied with the resolutions received by them through the departments concerned. The CM made it clear to the officers that if citizens were sending their grievances as a final resort to the CMO, it was not excusable that a satisfactory or even a timely resolution was not offered to them.
The CM directed the officers responsible for resolving public grievances that they should personally speak to the complainants and also inform them about the action taken or resolution made before disposing off their complaints.
A note issued to this effect said: “It has been noticed that in some departments, the complainants are being contacted from the Grievance Redressal Officers office after disposal of their grievances by the AGROs. But complainants are to be contacted by the officers actually resolving a grievance. The HODs are directed to ensure that this task is performed by the officers without fail.”
Kejriwal said if a complainant was not satisfied with the resolution of his or her grievance and nothing further could be done to redress their request, the officers are to be directed to escalate all such issues to their seniors with a detailed explanation.
He said: “The HODs are to take appropriate action on all such grievances escalated to them and in case they too are of the opinion that no additional action is possible, they are directed to group such grievances according to the nature of the grievance and escalate them to the Minister concerned.”
The CM directed the HODs to personally monitor the quality of resolution of grievances on a regular basis and also ensure that their office was not limited to only forwarding the same from one place to another.
The note said: “The resolutions finally forwarded by disposing the grievance to the Hon'ble CM’s Office, for review and feedback from the complainants, would be considered as being made with the approval of the HOD.” Kejriwal said that all resources have to be allotted to the officers involved in the grievance redressal process for their quick and effective resolution.