The Delhi government, in a circular, directed officials to ensure time-bound disposal of public grievances, and warned that heads of departments will be held accountable for delays and poor-quality responses to complaints received through official redressal platforms.
Delhi Government Directs Timely Disposal of Grievances
The directions follow a review by the chief secretary, who expressed concern over pendency of grievances and cases whose disposal had exceeded the prescribed timelines. Further, complaints cannot be transferred to another department or authority without prior approval from the head of the department, the circular stated, adding that any proposal for transfer must clearly state the reasons and establish the jurisdiction of the authority to which the grievance is being referred. The circular further directs officials to prioritise grievances pending under the CM Jansunwai programme, along with old and unresolved complaints. It also cautions officials against mechanically closing complaints or disposing them without an appropriate and satisfactory response. Branch and section in-charges will be responsible for ensuring compliance and monitoring the performance of officials dealing with grievances.
The circular said necessary action would be taken against officials in departments where grievances were not disposed of on time. Avoidable delays, repeated pendency and deficiencies in disposal quality will be viewed seriously, the circular said.
