ÇòêðÂð ÙðÏÚð Ü÷âðãð÷ जन शि�कायत  बुलेटि�न

SOUTH CENTRAL RAILWAY

PUBLIC GRIEVANCES BULLETIN

WHENEVER YOU GET RED IN THE FACE, WHENEVER YOU RAISE YOUR VOICE, WHENEVER YOU GET HOT UNDER THE COLLAR OR ANGRY, REBELLIOUS OR NEGATIVE IN SPIRIT, THEN KNOW THAT THE SPIRIT OF GOD IS LEAVING YOU AND THE SPIRIT OF SATAN IS BEGINNING TO TAKE OVER.

- ANONYMOUS

THE GREATEST MISTAKE OF MOST OF THE HUMAN BEINGS: “WE LISTEN HALF , UNDERSTAND QUARTER, THINK ZERO AND REACT DOUBLE ”

- ANONYMOUS

"ALL GOOD IS HARD. ALL EVIL IS EASY. DYING, LOSING, CHEATING AND MEDIOCRITY IS EASY. STAY AWAY FROM EASY ”

- SCOOT ALEXANDER

ÇòêðÂð ÙðÏÚð Ü÷âðãð÷ SOUTH CENTRAL RAILWAY

जन शि�कायत  बुलेटि�नPUBLIC GRIEVANCES BULLETIN

TABLE OF CONTENTS

S.No. Description Page no.

1 Message from AGM2 Public Grievances – An approach3 SMS based Passenger Complaints

and Suggestion System(SPCSS)4 E-ticketing facility5 Service Should Be Our Motto6 Passenger Amenities7 Electronic Complaints Management

System8 Railway Accidents – Intentional or

unintentional9 Public Services: A positive experience10 Repercussion for delayed information11 Quiz12 RTI: Q&A13 Can they teach them how to deal with

life problems?14 Wrong e-mail

AGM’s Message

Grievances Redressal – An approach By

Grievance-handling is a very important and sensitive area of the government’s work profile. It is, none-the-less, an area that is, at best, taken for granted and, at worst, grossly neglected by the service providers as it does not fall into the category of "urgent matters". Its importance is very often not appreciated by those who ought to recognise the value of grievances in order to develop a diagnosis of what ails a Government Ministry, Department or agency. There is, perhaps, a reasonable justification for this perception of the grievance-handling mechanism among the citizens at large. Every grievance points to a missed pulse beat somewhere in the organisation, and when grievance-prone areas are identified and analysed, it can frequently prevent "cardiac arrest" or avoid a "moment of truth" for the organisation. One does not have to await public interest litigations and contempt proceedings in a court of law before addressing grievances and grievance-prone areas.

There are specific factors that make for a sound complaints-handling system. It should ideally be accessible, simple, quick and fair. It should also respect confidentiality, be responsive, effective and accountable. It should provide feedback to management for systemic reform.

A reply to any grievance must cover all points raised and not address the grievance partially. Moreover, if an application is rejected, the reasons for such rejection must be made explicit. If there is any follow-up action, it must be pursued. This is not to say that such consideration is to be given to frivolous or fictitious complaints or to those which are persistently repeated, despite a well argued final reply having been sent.

In order to be effective, the grievance redress mechanism should provide specific remedies. Remedies vary from compensations and refunds or repairs and replacements, from giving requisite information or tendering an apology. The concept of providing remedies requires a paradigm shift from an inherently defensive

stance to one which is based on reaching out with goodwill to the aggrieved person. It also requires a degree of sensitive handling and can differ from case to case. Remedies also work towards ensuring both organisational and individual accountability.

An accountable grievance-handling system is open to scrutiny by clients, government and agency staff. Agencies can make their grievance redress mechanism more accountable by publishing information on their web site / system and service delivery standards and reporting on the outcomes of complaints and customer /citizen satisfaction levels in annual reports and other public documents. 

Grievances are an indicator of the agency’s health and require regular trend analysis. Recommendations for systemic changes are made on the basis of such analysis and lead to simplification or improvement of procedures.

Prevention being decidedly better than cure, it was decided to make the exercise of service delivery and grievance handling a proactive one by adopting the concept of the Citizens’ Charter. The word "citizen", as used in the Charters, is a generic term to indicate all the stakeholders to whom a service is available. It does not mean the public at large. The Citizens’ Charter, therefore, addresses its commitments directly to its users, stating standards of service, imparting information, providing a channel for grievance redress and an avenue for user evaluation and feedback. In the Indian adaptation of the Charter concept, the obligations of the users, if any, have also been added, because awareness building is a two-way street. On the one hand, there is a need to sensitise the service provider and, on the other, it is necessary to create a climate of civic and social responsibility among "citizens", not merely "consumers" or "customers". 

Implementation of the Charters by the respective organisations is a major task, covering vast distances and manpower. It, therefore, needs a monumental and sustained effort at training, orientation, publicity and awareness building, as well as regular and honest evaluation, to transform the Charter from a significant piece of paper into an instrument for changing long-entrenched values and mindset. Creating a platform of interests between the service provider and its users is the first step, balancing the strengths and constraints of the former against the reasonable expectations of the latter is the next. The success of Charter depends largely on the accuracy with which that platform of common interest is targeted, thereby, endowing credibility on the service provider and creating confidence in the user.

SMS based Passenger Complaints and Suggestion System(SPCSS):

Presently, customer complaints are being received from passengers in writing, in different ways like lodging at railway station, registering with Train Conductors & Guards, writing directly to the authorities or sending complaints via e-mail. Existing system consume more time for solving complaints by taking remedial measures. Because of the delay, customers are not satisfied. In the present system, the complaints are reaching to the concern/appropriate authorities after long gap. Some times complaints/suggestions are not even reaching at all. A genuine problem/ trouble faced by the passenger is not being highlighted by him/her due to non availability of complaint register or time evolved in writing it.

In Railways, applications need the ability to have real time notification when event occurs. Often people who need to represent

their grievances are in running train or in a remote location. Remote notification is a concept by which many monitoring and control applications could be benefited.

Presently, majority of people are using mobile phone. With this in mind, the most obvious and effective way to have complaints/ suggestions is to use cellular networks Short Message Service (SMS).The Short Message Service (SMS) allows text-based messages to be sent to and from mobile telephones on a Cellular network. This SMS based service can be further integrated with data base. The data base will keep track on the messages sent by passengers. SMS based complaint system will utilise the strengths of mobile penetration and using the concept of “always-on” connection for the delivery of services.

SMS based complaint system relates to the characteristic of the SMS medium which are easy to use, very cheap in cost, an anywhere any-time communication channel, high penetration, an excessive in infrastructure. By these characteristics, railway expect to improve communication with their esteemed customer, to allow easier, greater access, convenient and flexible in time, to improve effectiveness of the communication by reaching the correct customer personally, to encourage customer participation, and to improve the accountability of railway staff.

SMS system will helps to facilitate customers’ direct participation in Railway management. This system will also enable bridging the gap between customer expectation and Railway’s effort, channelising latter in right direction. Thus the system will allow the root cause, analysis of the problems, corrective action can be taken there on.

The proposed system will automatically escalate the complaints/suggestion to higher-ups, thus decision making will get the actual requirement of the system. The system will enable pin-pointed managerial input through data mining from very effective data base. The system will further provide appropriate focus on key areas of passenger interest and concern. The system will certainly results in greater customer satisfaction.

Objective

To get complaints/suggestion from customer through SMS for aligning railway resources and priorities as per customer aspirations/ expectation.

To reduce the gap between the customer expectations and railway’s performance.

To help railways in prioritizing focus area.

To enable customers’ greater participation in railway management.

Methodology

When a complainant/ suggestion are registered at the given number, a unique id number is generated and SMSed back to the complainant as an acknowledgement and reference for future usages, to know the current status of the complaint. Complainant can later query the position of the complaint registered by him through either log in on SCR website or through SMS based feed back system by using this unique ID number. Complainants will be further informed automatically as soon as complaint is attended and completed, through an SMS.

SPCSS was introduced in SCR on 8th February, 2010. The feedback was tremendous. Till June end, about 2600 SMSes were received.

Responsiveness of SPCSS:

Mr. Ashok has sent the following SMS (ID No. 1002180031 dated 18-02-2010 at 10-25 hrs)

“Elanti sevalu kalipinchinanduku gm jayanth gariki danyavadalu”

The significant SMSes and the action taken are :

ID No. Date received

SMS details Action taken thereof

1002250001 25-02-10

Right now, I am travelling in S-1 coach of 563 pass. Lights and fans are not working from SC onwards. Pl.do needful

On arrival of train at NZB stations, lights and fans were rectified.

1002260023 26-02-10 No water in S-4 Godavari Exp

Coach no.94628Watering done at KZJ station

1003040008 04-03-10 Ratnachal Express lo fans

thiragadamledu Attended at BZA

1003120011 12-03-10

Somebody is carrying pet dog in B-2 coach of 7209 resulting lot disturbance

Departmental action against the ticket checking staff and AC coach attendant was initiated.

1004210029

21-04-10 Train no. 7230, coach B-1, AC is not working. Kindly look into the matter.

Attended at GNT station.

1005030010 03-05-10

Train no.2792 Exp : All commodities sold in train through pantry like water and cool drinks are being sold at higher price than MRP and when asked in pantry regarding the same, they are rude and still repeating the same. Request you to take serious action against these people.

Concerned service provider has been issued a warning and a heavy monetary penalty has been imposed.

1005050002 05-05-10

Please arrange doctor @NZB with combiflam tablets (any pain killers) in A-1, berth no.17 of 7603 of 05-05-10.

Pharmacist attended and medicines provided at NZB station.

Even Railway personnel suggested as

ADRM/HYB sir, why there is no place for railway employee grievance in SMS system. Otherwise they have to come from far away places to report (ID no. 1002250022 dated 25-02-2010)

AGM sir, we are doing good by SMS. What about employees? They have no replies for grievances. They have to come from far away places to represent. So introduce SMS to railway employees. (ID no. 1002250013 dated 25-02-2010).

IMPORTANT CIRCULARS(related with customers)

E-ticketing Facility:(Commercial circular No 36 of 2010)

Railway Board ( letter no. 2008/TG-I/10/P/e-ticket ID dated 6th August,2010) has issued guidelines indicating that the various proofs of identity accepted for undertaking journey on e-tickets.

The following eight proofs of identity shall be accepted:

1) Voter photo Identity Card issued by Election Commission of India2) Passport ,

3) PAN Card issued by Income Tax Department4) Driving License issued by RTO '

5) , Photo identity card issued by Central/State Government6) Student identity card with photograph issued by recognized School/College for their students7) Nationalised Bank Passbook with photograph ' '

8) Credit Cards issued by Banks with laminated photograph

Verification of Journey Details(Commercial Circular No. 40 of 2010)

Railway Board vide lr.no. 2006/TG-I/20/P/L TC New Delhi, dated 31.08.2010

has clarified that Zonal Railways should realise a uniform fee of Rs.750/- per PNR for verifying journey details irrespective of the fact whether it is for LTC verification or otherwise.

“ SERVICE SHOULD BE OUR MOTTO”

By K.V.KRISHNAIAH, CTI/BZA

Ticket checking staff is considered to be the frontline staff for Indian Railways. The image of the Indian railways rests on the shoulders of its frontline staff that are always in contact with the traveling public, in other words the ‘customers’. The goal of ‘perfect service’ can be achieved through its frontline staff by motivating them ‘service oriented’ at every level. It is customary for every railway employee to stay at the serving end and should always try to satisfy the ‘customer’. Serving on behalf of the government of India is an opportunity for every individual of Indian Railways. One should utilize this opportunity and try their level best to achieve the customer satisfaction.

The very reception with a pleasing voice and mesmerizing smile will attract the customer and will create ‘good impression’ on the very first sight. If it is followed by the required services, the customer will be very happy and the purpose of the Indian Railways will be fulfilled. Hence the railway men should adopt this policy throughout their career. Never think about ‘harsh treatment’, it will result in “customer criticism”. The criticism will slowly and steadily march toward “public complaints’. Whatever the services rendered should be ‘complaint free’, otherwise the services will be of no use.

The Railway employees who are suppose to wear uniform should always serve the customers with uniform. One should never hesitate to wear uniform. It will increase your dignity. Always display your name badge so that the customer will know who is serving who is not serving. ‘Listening’ the grievance of the customer is one of the major ‘art’ one should learn in addition to serving. If a customer is ‘fully heard’ of his grievance, the severity of his anger on deficiency of the services will be amazingly reduced and the redressed act will satisfy him to the maximum.

As far as ‘customer satisfaction’ is concerned, every faculty of the Indian Railway should communicate one another and should see that the required services are made available to the customers as per the requirement. The synchronization of the work force will minimize the ‘public complaints’ and the image of the Indian Railways will be properly projected before the consumers. So, let us take an oath to serve the consumers up to their satisfaction by molding ourselves for the intended purpose of the Indian Railways.

PASSENGER AMENITIES

By Y.T.V.SARABHAIAH, CI/HYB

 One of the first public grievances expressed to Railways is a letter written by Sri

Akhil Chandra Sen to the Sahibganj divisional railway office in 1909. It is regarding non availability of Toilets in Trains due to which he was left behind at Ahmedpur station when he went for nature call. The seriousness of the grievance can be felt by reading letter in his own words as reproduced below.

 

 "I am arrive by passenger train Ahmedpur station and my belly is too much swelling with jackfruit. I am therefore went to privy. Just I doing the nuisance that guard making whistle blow for train to go off and I am running with lotah in one hand and dhoti in the next when I am fall over and expose all my shocking to man and female women on platform.  I am got leaved at Ahmedpur station.

 

            This too much bad, if passengers go to make dung that dam guard not wait train five minutes for him. I am therefore pray your honor to make big fine on that guard for public sake. Otherwise I am making big report to papers."              Any guesses why this letter was of historic value?...........................It apparently led to introduction of toilets in trains.    

In 1952, the Railways for the first time issued guidelines with regard to providing passenger amenities. (Earlier in 1897 train-lighting in coaches & in 1915 catering at stations.)  

Basic amenities were provided those which were inescapable and which were necessarily required by passengers at any station, big or small, at the time of its becoming operational. These were Booking arrangements, Waiting Hall, Rail level Platform, Benches, Drinking water, Latrines, Lighting, & Shady trees.

 

From the middle of the last decade of the previous century, however, the spotlight focused more and more on passenger amenities. General standard of Public living had improved, and with it expectations. And as alternative modes of transport are also introduced, an element of competition and a sense of urgency increased. If we did not meet expectations of passengers our market share would be adversely affected. As such over and above these, other amenities called ‘additional amenities’ were being provided at various stations as per their requirement. These additional amenities were Pucca platform surface for whole or part length, Platform covers for adequate length, Raising of platforms from rail to low/high level, Coolers (where piped water is available), Retiring Rooms, as required, Upper class waiting rooms, Bathrooms, Enquiry offices,& Refreshment Rooms.  

Further to compete with other modes of transport and to satisfy the passengers so that passengers will be attracted to Railways modern technology/equipments are being provided at important stations under desirable amenities duly categorizing stations into 7 categories (i.e. A1,A,B,C,D,E & F), over and above provision of minimum essential amenities at all stations.

 

The following 19 Amenities  like booking facilities, drinking  water, waiting hall seating arrangement, platform shelter/shady trees, urinal, latrine, Platform- /Medium/rail level, lighting,fans , FOB, Time table display, Clock, water cooler, PA System, Parking, Electronic train  indicator board. PCO, standard signages are declared as minimum essential amenities.  

The Desirable Amenities are these 32 items i.e.  waiting rooms, retiring rooms, Cloak rooms, Enquiry Counters, IVRS, NTES, Public Address System ,Bookstalls ,R/R Parking ,Washable apron , Electronic train  indicator board, PCO, Touch screen Enquiry system ,WVM, Signage, Modular Catering Stalls, AVM, Pay & use Toilets, UTS, Computerized complaint, Cyber Café, ATM, AC VIP Lounge, Food Plaza, Train Coach Indicator board, CCTV for announcement, Prepaid Taxi , Coin operated ticket vending machine, Mobile Charging, face lift.

 

Even though the above amenities are provided it is pertinent that they have to be maintained in good, sound working condition to avoid public grievances and it can be achieved when frontline staff of all departments (particularly working in stations) inspect and take remedial actions if any shortfalls noticed.

Are you aware?

The East India Company(EIC), which ruled India by proxy 400 years ago, was relaunched on August 15,2010 as a global luxury brand by Sanjiv Mehta.

The East India Company which ruled India for more than 200 years is now ruled by an Indian Sanjiv Mehta who took over the company for $150 lac. He said” at an emotional level as an Indian, when you think with your heart as I do, I had this huge feeling of redemption - this indescribable feeling of owning a company that once owned us”

VOICE BASED COMPLAINTS RECORDING SYSTEM In this system, Passengers can lodge a complaint by lifting hand set and recording the complaint in voice form. This is automatically forwarded to concern authority. This system works on computer – telephony integration, which is one of the important features of ISDN exchanges. This facility presently exists at Secunderabad and Hyderabad stations.

LAN

HUB

RAILNET

Complaints Receiving

Centre

PRI Connectivity

Email

Complaint Management System

Subscriber Line (Hot Line mode)

Subscriber Line (Hot Line mode)

Remote Subscriber Line (Hot Line mode on OFC Trunk)

I S D N EXCHANGESC Rly Stn

PF - 1

PF - 10

EVR Complaint Booth

Proposed at KZJ Stn

Railway Accident – intentional or unintentional?

The Railways are liable to pay compensation regardless of the negligence on the part of a passenger who falls to death while standing on the footboard of a train, the Supreme Court has held.

Interpreting Section 124 A of the Railways Act, 1989, dealing with the liability of the administration for death and injury to passengers due to accidents, a Bench of Justices Aftab Alam and R.M. Lodha said: “Whether or not there has been any wrongful act, neglect or default on the part of the railway administration would entitle a passenger who has been injured, or the dependant of a passenger who has been killed, to maintain action to recover damages.”

Writing the judgment, Justice Alam said the Railways would be liable to pay compensation as prescribed in the Act. However, no compensation was payable under this Section if the passenger “dies or suffers injuries due to suicide or attempted suicide ...; self-inflicted injury; his own criminal act; and any act committed by him in a state of intoxication or insanity.”

The Bench said: “Negligence of this kind which is not very uncommon on Indian trains is not the same as a criminal act as mentioned in this Section. A criminal act must have an element of malicious intent or mens rea. Standing at the open doors of the compartment of a running train may be a negligent act, even a rash act, but without anything else, it is certainly not a criminal act.”

Hafeez, husband of appellant Jameela was travelling by the Awadh Express on June 23, 1997, from Ahmedabad to Lucknow. During the journey, he fell down from the train near the Magarwara station and died. He had a valid ticket in his pocket.

The Railway Claims Tribunal, Lucknow, awarded Rs. 2 lakh in compensation to the appellant. On an appeal from the Railways, the

Allahabad High Court held that since the victim had died owing to his negligent act, the appellant was not entitled to any compensation. The present appeal is directed against this judgment.

Dismissing the appeal, the Bench pointed out that it was not the case of the Railways that the victim committed suicide. It was also not its case that he died owing to his own criminal act or he was in a state of intoxication or he was insane or he died of any natural cause or disease. “Thus the case of the Railways must fail even after assuming everything is in its favour,” the Bench said, directing them to pay up the compensation of Rs. 2 lakh with interest and Rs. 30,000 in cost to the appellant. (published in “The Hindu” on 5th Sept,2010.)

PUBLIC SERVICES: A POSITIVE EXPERIENCE

THOMAS THARU

Those working in the public sector deserve to know that their work is valuable and appreciated

We need to promote public services to counter any unfair criticism of their work

A friend travelling with me recently by the Coromandel Express from Calcutta developed chest pain and vomiting, which suggested a heart problem. The TTE sent a message to Vishakapatnam, the next junction where a Railway doctor examined him and advised us to go to the government hospital. There they took an ECG immediately and sent us to the casualty ward, where he was given immediate medication but cleared for resuming the journey. Lacking onward reservation, my friend was able to get a flight to Bangalore, his home town. Later tests showed that he did indeed have a mild heart attack, though not perceptible in the ECG.

Let me elaborate a bit on this episode. The railway officials were courteous and helpful. The well-equipped free public ambulance service "108" took us to King George Hospital, where the staff and doctors were also prompt in their services. There was no paperwork — the chit from the railway doctor being sufficient for all medical

services. We were sleeper class passengers, in a strange town, with no local contacts or influence, and able to communicate only in English. Our train had reached at 03:30, we were in the hospital by five and back by eight, before going to the airport. Except for an altercation with a station porter regarding a wheelchair, the whole experience was essentially positive. Moreover, all this (ECG, injection, tablets) was absolutely free. Nobody even asked for a tip. The kind of service we received was easily worth a couple of thousand rupees or more!

The doctors at KGH rightly concluded that the symptoms and ECG results did not warrant our further detention in Vizag. More knowledgeable acquaintances say that had we preferred to seek private medical care, we would probably have been detained a few days, at enormous expense.

This incident has reinforced my faith in public services. Contrary to popular perception, I noted that officials and staff in the railways, the ambulance service, and hospital performed their duty with competence and application of mind.

I know this is not a ’representative’ example. It isn’t meant to be one. We routinely hear only the other side of the story. With the same experience, someone else may merely highlight the faults, perhaps complain about conditions in the hospital such as torn sheets and dirty toilets. For a free public hospital, considering the kind of crowds they deal with, I am amazed we got such quick and effective service. These facilities therefore need to be supported and their shortcomings addressed (and not merely condemned).

It is also my impression that the same people who are vocal in denigrating public services will readily pay bribes to ‘get things done’! But the same class of people do not complain when paying through their nose for shoddy services from private organisations. The larger private corporations do not care for customers other than those they perceive as important to their business. The small guy invariably has access only to a faceless call centre for making complaints. They make enough profits to run a slick PR system which can handle the few difficult customers without denting their public image maintained by huge advertising outlays.

Though public services routinely attract adverse comments, those working in the public sector deserve to know that their work is valuable and appreciated, though seldom expressed. Despite well-known short-comings like political or bureaucratic interference and organisational inefficiency, there are many who do a

sincere job, sometimes with dedication under adverse conditions. It is they who have held this nation together for over 60 years, and their services are available to everyone equally, at least in principle. You will not find private phone or courier services reaching small villages, whereas the government is expected to make facilities like food, shelter, transport, health and education available to everyone, and it can only be done through adequate public funds by taxing "us" who can afford it.

If the well-off do not actively support public services, we will surely descend steadily into chaos. I would urge readers who agree with the viewpoint expressed here to patronise and promote public services as far as possible, and counter any unfair criticism of the work they do in a hostile environment. (Published in The Hindu on 24-01-2010)

REPERCUSSION FOR DELAYED INFORMATION UNDER RTI

The Central Information Commission has slammed the Delhi government and asked it to pay a patient a compensation of Rs.50,000 for delay in providing him information on free treatment in private hospitals.

Information Commissioner Shailesh Gandhi said that in cases where information sought by a right to information (RTI) applicant pertains to 'life or liberty' of the individual, the public information officer (PIO) should ensure it is provided within 48 hours.

'The instant case is reflective of the incompetence and callousness of the public authority,' Gandhi said.

'This case represents how the delivery systems to the poor fail. Unless

सरकारी बस में बैठेना - नहीं

सरकारी स्कूल में पढना - नहीं

सरकारी हॉस्पि�टल में इलाज - नहीं

मगर

नौकरी चाहिहए तो सिसर्फ$   - सरकारी

all officers and systems can respond in a time-bound manner, governance cannot deliver to those who need it most,' said Gandhi.

Pooran Chand, a resident of east Delhi, filed an RTI application Aug 31, 2009, seeking information from the directorate of health services on whether he could be treated free of cost at the Indian Spinal Injuries Centre (ISIC) here.

The reply was received by Chand after a delay of 12 days.

Chand, who was suffering from compression of spine and needed urgent treatment, moved the application after doctors at the ISIC informed him that his treatment would cost Rs.1.75 lakh.

The PIO of the directorate received the application Sep 2, 2009, but failed to provide him the information within 48 hours.

Due to the delay, Chand was forced to undergo treatment at Sir Ganga Ram Hospital where he incurred a heavy expenditure. He also took a loan of Rs.84,000.

'If the PIO and all the officers had acted with urgency when the RTI application was received Sep 2, 2009, and provided the information within 48 hours, the complainant may have been able to avail the free service that he was entitled to,' the commission said.

Gandhi slammed the PIO and said that if the PIO had acted pro-actively the information could have been provided over telephone to the complainant who had given his contact number on the RTI application.

'It is unfortunate that most schemes which promise to deliver to the poor fail because of lack of sensitivity in implementation,' said the commission.

'The government has allotted land to certain private hospitals at nominal rates on the condition that they will provide 10 percent of the beds to poor patients. This scheme is clearly intended for the economically weaker section of the society,' observed the commission.

The commission criticised the government and the hospitals for not implementing the scheme meant for poor patients.

'The allotment of land at a nominal price is actually a loss to the exchequer and a gift to the private hospitals, on the tenet that the land given to the hospitals for private profit will benefit the weaker

sections of the society. However, in reality most persons for whom such scheme is intended do not enjoy its benefits due to lack of proper implementation,' said the commission.

RTI Quiz

1. Does the Right to Information Act, 2005 define "Information" that is under its purview?

2. Does the Right to Information Act, 2005 define a "Public Authority"?

3. Should the First Appeal Officer in a Public Authority be senior in rank to all the Public Information Officers (PIOs), as designated, in that Public Authority?

4. Is there a restriction on the number of Public Information Officers (PIOs) that a Public Authority can designate?

5. Who has to bear the "onus / burden of proof" through the "Appeal(s) Process" under the RTI Act, 2005?

6. Can an Assistant Public Information Officer (APIO) be penalised under the RTI Act, 2005 for non-compliance?

Answers:

1. Yes2. Yes3. Yes4. No5. PIO bear the onus of reply to application under RTI.6. No. Only PIO can be penalized.

RTI: FAQ & A

1. Can the PIO decide to curtail information after applicant deposits additional fees as per his order?

NO. The PIO is supposed to inform the applicant about the additional fees after he determines the information to be provided.

2. What should be the mode of refund of excess additional fees deposited? Should PIO arrange to refund it?

Ideally, the PIO is supposed to refund the amount. He should not ask the applicant to go here and there. If he does so, this should be an additional ground for fist appeal.

3. In the supplied documents can a sizeable portion in the pages be blocked while photocopying? Is it permitted?

NO. If the PIO wants to severe any part of the information under Sec 10, he must follow the procedure as specified under Sec 10(2). He must inform the applicant as to under what sub section of Sec. 8 the balance information is being denied. If he has not done that, it will also be a ground for first appeal.

4. The PIO signed pages with stamp. No "Attested"/ "Certified true copy", no date. How can applicant argue that these are not certified copies?

It depends on what exactly as requested in the application. If the applicant has sought for only "copies", then the PIO is correct. If applicant has asked for "certified copies" then the PIO has to certify the copies before giving to the applicant.

5. What are the points to specifically mention if the applicant decides to ask for inspection of appointment file? Allowing companion with applicant, permitting certified photocopy of selected pages, permission to take photographs of pages of the file, and what else? Photocopying immediately or it is supplied afterwards? All points you mention are allowed during inspection. The applicant can ask for all of them. Generally, the PIO should supply the copies of the selected pages there and then, as soon as inspection is over.

CAN'T THEY TEACH THEM HOW TO DEAL WITH LIFE'S PROBLEMS?

DR. PALLAVI PRAVEEN

Last weekend, after completing household chores, I sat in front of the TV hoping to rest my aching feet when all of a sudden there was a power failure and I was engulfed in darkness. To beat the sweltering heat, I groped my way to the verandah, but found that all the neighbouring houses were brightly lit. Uncertain what to do next, I decided to have a look at the fuse-box. Armed with a torch I proceeded as planned.

I looked baffled at the brown fuse board almost as if it were an object from the outer space. Completely clueless, I was left with no option but to go in search of an electrician and finding one on a Sunday is a Herculean task indeed. Luckily I did find one willing to come to my rescue. Within minutes he figured out the problem and did the repair work. He explained that the fuse wire had burnt and he replaced it. After thanking him and, of course, paying him twice as much — remember it was a Sunday — I returned to my seat in front of the idiot box, but a thought kept gnawing me. I wondered why they did not teach me something as simple yet essential as repairing a fuse back in school.

Why was I burdened with sine theta, cosine theta, lengthy equations and multitudes of theorems? Apart from scoring the desired marks in the examinations, I have never found the information of any help in my day-to-day living. Before all the mathematics teachers start waging a war against me, let me clarify that I don't harbour a personal grudge against Mr. Pythagoras. But I do sincerely wish that learning be modified in schools with an emphasis on a more practically useful syllabus that makes one more competent to tackle day-to-day problems.

Teach Trigonometry if it is a must, but why not stress more banking, various saving options, and investment schemes. It would be more fruitful to teach students how tax returns are filed and EMIs are calculated. Why not teach them what to do and what not at the site of a traffic accident, how to give basic life support in a medical emergency? And I don't mean the bookish, mugged-up answer to this, I am talking about the simple practical skills and training that can be imparted and mastered in order to be actually implemented when a crisis strikes.

Why not teach and make kids practise healthy lifestyles, daily exercises and relaxation techniques. I think this knowledge is far more necessary than cramming botanical and zoological names of the entire plant and animal kingdom. Indeed, someone particularly

interested in a certain subject could always pursue it in great detail, but why should complicated heaps of irrelevant information tax the young minds? Let them learn practical lessons which will equip them to tackle the real world efficiently.

A WRONG E- MAIL

It's important to remember how easily email ( this wonderful technology) can be misused, sometimes unintentionally, with serious consequences. Read this short funny story

An Illinois man who left the snow-filled streets of Chicago for avacation in Florida. His wife was on a business trip and was planningto meet him there the next day. When he reached his hotel, hedecided to send his wife a quick email.

Unfortunately, when typing her address, he missed one letter, and his note was directed instead to an elderly preacher's wife whose husband had passed away only the day before. When the grieving widow checked her email, she took one look at the monitor, let out a piercing scream, and fell to the floor in a dead faint.At the sound, her family rushed into the room and saw this note onthe screen:

Dearest Wife,Just got checked

Dearest Wife,Just got checked in. Everything prepared for your arrival tomorrow.

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