The complaints of the citizens of the country will now have to be resolved within 21 days. Earlier this time limit was 30 days. After the instructions of Prime Minister Narendra Modi, this order has been issued to all government departments by the Department of Administrative Reforms and Public Grievances (DARPG) on Monday. The order has been sent by the secretaries of all the ministries to the concerned departments.
DARPG Secretary V Srinivas said that the purpose of this order is to improve the quality of grievance redressal. He hoped that this decision will benefit crores of people of the country. In 2020, the central government reduced the time limit for resolving public grievances to 45 days and in 2022 to 30 days. The government receives more than 30 lakh public grievances every year on the Centralized Public Grievance Redressal and Monitoring System (CPGRAMS).
Dedicated nodal officer will be appointed
The government has decided to set up a dedicated grievance cell in each ministry. Also, a dedicated nodal officer with independent charge will be appointed to ensure timely and quality redressal of grievances. In addition, DARPG has also set up a call center to survey citizen feedback on grievance redressal.
According to the new order, if the subject matter of a complaint does not relate to the receiving ministry, efforts will also be made to transfer it to the correct authority.