NEW DELHI: A Parliamentary standing committee has recommended a system of reward and punishment for officials entrusted with resolution of public grievances as per its report.
The Standing Committee would like to suggest that there must be a system of reward and punishment for the officials entrusted for redressal of grievances. The department should develop a mechanism to make sure accountability of the government officials dealing with the citizen's grievances," said the report recently tabled in Parliament.
The Committee has also recommended that, in order to address this, the appellate authority for grievances be given the authority to apply some punishment and reward based on their evaluation of the grievance authorities.
The Department of Administrative Reforms and Public Grievances (DARPG) has ordered a thorough Action Taken Report (ATR) before a grievance is closed in the Centralized Public Grievances Redress and Monitoring System in order to make the grievance handling process more sensitive and accountable (CPGRAMS).
According to the Ministry of Public Grievances, the ATR accurately documents the Grievance Officer's attempts to settle the concerns or the reasons why they could not be.
ATR would make it easier to distinguish between grievance dismissal and genuine settlement. A matrix for evaluating the effectiveness of resolution and the performance of the Grievance Officers is also provided by the ATR.