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District Public Grievance Department

Who we are

 


Grievance Redress Mechanism is part and parcel of the official machinery. No administration can claim to be accountable, responsive and user-friendly unless it has established an efficient and effective grievance redress mechanism.
In fact, the grievance redress mechanism of an organization is the gauge to measure its efficiency and effectiveness of governance, as it provides important feedback on the working of the administration. The Department of Public Grievance of Latehar was created to handle all forms of complaints of citizens/users of various government services.
The government is committed to provide open, clear and transparent governance of various departments and delivering services. The Department of Public Grievance was created within the Collectorate of the Latehar to ensure prompt redressal of grievances of the people in Latehar district.

Background

 


Citizen centric service through delivering quality government services is the core aspects of good government. This efficiency of government lies in its effectiveness in creating system for grievance redress. Grievances are indications of problems in governance. Therefore, resolving the grievances/complaints of the citizen is important elements of government and good governance.
Given the relevance, government has created grievance handling system at all levels to help the citizen to provide citizen friendly services as part of the mandates of the government.  Failure to redress the grievances will result in dissatisfaction and disappointment which will fuel various forms of civil unrest. Therefore, listening to the person with compliant is an important feature of government and governance. Knowing this, the district has system in place for settling different forms of grievances.
The empowered and enlightened citizenry of today is far more demanding than earlier. Therefore, the government has to develop, evolve and enable itself to meet the demands of the society that is serving. The traditional role of civil service which was of administrator, service provider and controller of development activities has to make way for the new roles of facilitator and regulator so as to create best environment and conditions for the citizens to provide responsive and sensitive services as per their needs.
Knowing this, the government has created a full-fledged department at the district level to pay greater attention to the complaints of each and every citizen and to handle the grievances in a fair, objective and just manner. Keeping in view of the need, the District Administration has been attaching greater importance is the settlement of grievances at various levels. Therefore, the department exists to help the citizens to settle their grievances.

What we do

 


The Department of Grievance is the nodal agency at the district level for dealing with all forms of grievances. There is also mechanism at the Department level to handle the grievances. With a view to ensure prompt and effective redress to the grievances, following initiatives have been taken by the government:

  • Observing one day in a week at the district for receiving and hearing public grievances. Field level offices with regular contact with the public have also to declare one day in the week as a meeting day with the public to address grievances.
  • The DC at the district level is the chief functionary for redressing citizen grievances, in case the citizen was not satisfied or not attended by the sub-district level functionaries of the government.   
  • Through this department, government deals with every grievance in a fair, objective and just manner and to respond well for every grievance received.  
  • Issues booklets/pamphlets about the schemes/services available to the public indicating the procedure and manner in which these can be availed and the right authority to be contacted for service as also the grievance redress authority at the department level.
  • Pick up grievances appearing in newspaper columns which relate to citizens and take remedial action on them in a time bound manner. Issue rejoinders to newspapers after investigation, in case the reported grievance is baseless.
  • Strengthening the machinery for redress of public grievance through displaying name of the officer, designation, room number, telephone number etc. Set up Staff Grievance Redress Machinery and designate a Staff Grievance Officer.
  • Government has fixed time limits for disposal of work relating to public grievances and staff grievances and strictly adhere to them.
  • Acknowledging each grievance petition within three days of receipt.
  • Ensuring Lok Adalats/Staff Adalats and hold them for quicker disposal of public as well as staff grievances and pensioners’ grievances.
  • Constituting a Social Audit Panel or such other machinery for examining areas of public interface with a view to recommending essential changes in procedures to make the organization more people-friendly.
  • Establishing a single window system at points of public contact, wherever possible to facilitate disposal of applications.
  • Monitoring of grievances in organisations on a monthly basis.
  • Publicising the grievance redress mechanism through the print and electronic media.
  • Formulation and effective implementation of Citizen’s Charters, which should, inter-alia, include disclosure of time norms for providing various services to the citizens/clients and details of all levels of grievance redress machinery that may be approached.
  • Providing effective facilitation services for early disposal or redressal of grievances at the department level.

 

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E-Grievance

 


Government of Jharkhand has made ‘Public Grievance Redress and Monitoring System’ (PGRAMS) software. It is in the process to make it functional for quick disposal of grievances.  The system has the facility of on-line registration of grievances by the citizens and access to information on the status of his/her grievances. If it is operational, it is possible to file grievances using Common Service Centres/Pragya Kedras.

Who is responsible for Public Grievance Department?

 


Additional Deputy Collector-Public Grievances is responsible at the district level for all matters related to handling grievances. Mr.Navin Kumar is presently officiating as Additional Deputy Collector, Public Grievances of Latehar. He is accountable to DC. Similarly, Additional Deputy Collector, Public Grievances helps the DC in resolving the citizen’s grievances.
The Department of Administrative Reforms And Public Grievances is the nodal agency to formulate policy guidelines for citizen-centric governance in the country. Redress of citizens' grievances, being one of the most important initiatives of the department, DAR&PG formulates public grievance redress mechanisms for effective and timely redress / settlement of citizens' grievances.

The DAR&PG has been making endeavors to bring excellence in public service delivery and to redress grievances of citizens in a meaningful manner by effectively coordinating with different Ministries and Departments of the Government and trying to eliminate the causes of grievances.

This is a Government of India Portal aimed at providing the citizens with a platform for redress of their grievances. If you have any grievance against any Government organization in the country, you may lodge your grievance here which will go to the Ministry/Department/State Government concerned for immediate redress.

The grievances arising out of Unsatisfactory response or No response from the Ministry/Department concerned will be taken up by the PG officers of DAR&PG who will take up the matter with the Ministry/Department concerned for close monitoring and expeditious redress.

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