With the passage of Bihar Right to Public Grievance Redressal Bill, 2015 by the State Assembly on Tuesday, Bihar has become the first State to provide facilities to the people for submitting their complaints and their redressal by the competent authorities.
Earlier in 2011, the State had implemented Bihar Right to Public Services Act to get required documents from the offices concerned within stipulated time frame. Another grievance redressal forum was ‘Janata ke darbar mein Mukhya Mantri’ programme introduced by Chief Minister Nitish Kumar way back in 2006 which still continues.
Piloting the Grievance Redressal Bill in the Assembly, the CM announced that it would provide the right to the people for redressal of their grievances within stipulated time limit, “Right to Public Grievance Redressal means an opportunity of hearing and redressal provided to the citizens on a complaint within the stipulated time limit and right to get information about the decision made during the hearing and redressal of the complaint by the Public Grievance Redressal Officer,” Nitish informed the lawmakers.
Rules would be shortly framed for the notification of grievance redressal officer, first and second appellate authorities as well as revision authorities and the stipulated time limits. A citizen or group of citizens could make a complaint to grievance redressal authority for seeking any benefit or relief relating to any scheme or services run by the State Government or in respect of failure or delay in providing such relief or regarding any matter arising out of failure by a public authority. But it would not include grievances related to service matter of a public servant whether serving or retired or any matter in which judiciary has jurisdiction or relating to any matter under RTI Act and service notified under Bihar Right to Public Services Act.
The CM said during his Janata Darbar proceedings and also in course of his numerous yatras that he was flooded with complaints for which the public has no forum to air them. In other States, there is such mechanism to hear the grievances but no system is in place for their redressal. Nitish said the State Government would by notification make rules in relation to Information and Facilitation Centres, State portal, helpdesk and common service centres apart from an exclusive website for submission of complaint and for dissemination of any information.
The notified officer on receipt of a complaint would give an opportunity of hearing to the complainant within stipulated time limit and after that decide the complaint either by accepting it or by suggesting an alternative benefit available under any other law or policy. The officer could also reject the complaint for the reasons to be recorded in writing and communicate his decision to the complainant within the stipulated time limit.
The BJP members pointed out that the Bill was brought in haste and public opinion should also be sought before its passage. However, their suggestions were rejected by the voice vote.