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Nov. 22, 2011

To,

Department of Administrative Reforms & Public Grievances,

Via emails: pk.jha@nic.in, satish@arpg.nic.in

Ministry of Personnel, Public Grievances & Pensions,

Government of India

Madam / Sir,

Sub.:Comments on the Draft Citizens Right to Grievance Redress Bill, 2011

This is in response to the information published in the departments website

http://darpg.gov.in/MarqueeHtmFile.aspx?CatId=40 inviting comments and suggestions on the

proposed Draft Citizens Right to Grievance Redress Bill, 2011. The Trustees and Associates

of Rashtrotthan Sankalp have had detailed discussions on the entire matter and concluded the

following:

1. Though the stated intent of the Bill is very lofty and appreciable, it will fail utterly in

implementation / execution in reality.

2. The Bill in its current form would not serve the stated purpose of Grievance Redressal in

any meaningful and effective way.

3. The long time-lines and multiple levels of appeals and escalations that are proposed

would defeat the very purpose of effective and speedy grievance redressal to the Citizens.

4. With the proposed Draft, the Right to Grievance Redress would remain on paper forever.

5. The provisions like Post-graduate degree in relevant subject for eligibility to the

Commission are artificial barriers, unjust and unconstitutional.

6. There should be a paradigm shift in the way Grievance Redressal is viewed and

proposed to be made a Right.

7. A new Draft of the Bill based on intensive use to Information Technology with following

integral features must be drafted and brought for discussion:

a. Intensive use of Information Technology (IT)

b. Having a portal to receive, track and maintain all information regarding the complaints

received under the proposed Act.

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c. Assigning of a unique Complaint number right at the time of filing the complaint and

tracking it through until it is disposed off.

d. Fewer layers of appeals. No more than two levels of escalations before closure of the

compliant

e. Automatic escalations to Appellate & Complaint Authorities, without any more initiation

of action from the complainant.f. Making the Complaint receiving Agency independent of the Departments. The citizens

face lot of problems in filing complaints in a department when they are against the

officials of the same department. Hence the Complaint making must be enabled online

or outsourced to an independent agency.

g. There must be an independent Complaints Authority/Commission with representation

in each District.

h. Failure to redress a grievance in compliance of the proposed Act shall attract

automatic disciplinary action and penalty (debited directly from salary) against the

officials and HODs concerned.

Jai Hind!

Sincerely yours,

(Santosh P. Nargund)

Adhyaksha