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TO BE PUBLISHED IN THE GAZETTE OF INDIA EXTRA ORDINARY PART 1 SECTION 1(NEW DELHI, the 25th March, 1988)

No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******


RESOLUTION


The Government have decided to set up a Directorate of Public Grievances in the Cabinet Secretariat. The head of the Directorate shall be designated as Director and shall hold the rank of Secretary to the Government of India.

2. The Directorate shall entertain grievances from public after the complainants fail to get satisfactory redressal from the Ministry/Department concerned within a reasonable period of time.

3. The terms of reference are given below.

       (i)  The Directorate shall take up the complaints according to the norms laid down for the purpose after fully satisfying itself about the bonafides of the complainant and keeping in view the gravity of the subject matter of the grievance.

      (ii)  The Directorate shall be authorised to call for the relevant files/papers from any Ministry/Department concerned and its subsidiary offices with a view to examining whether the grievance has been dealt with in a fair, objective and just manner and whether a decision containing reasons has been communicated to the complainant within a reasonable time. Where the Directorate calls for the files directly from an attached/subordinate office, the Ministry/Departrment concerned shall be kept informed.

      (iii)   Where the Directorate is satisfied that the grievance has not been dealt with in a fair, just and objective manner, it shall make a suitable recommendation on the case and communicate the same for consideration and adoption by the Minister/Secretary of the Ministry/Department concerned. If the subject matter of the grievance is of inter-ministerial nature, the Director shall constitute a collegium of senior officers under his chairmanship and the collegium shall make a suitable recommendation. The recommendation made by the Directorate or the collegium of senior officers shall, as a rule, be adopted by the Ministry/Department concerned and orders passed on the case in accordance with the recommendation.

      (iv)   If during the course of the enquiry, the Directorate finds that there is evidence of corrupt practice or dereliction of duty, as the case may be, it shall remit the case to the authority concerned for a vigilance enquiry or departmental enquiry, as the case may be.

      (v)  If delay or inaction in redressal of public grievances indicates a repeated or grave default on the part of an officer, the Directorate shall recommend appropriate action to be taken against him.

      (vi) The Directorate shall initially take up grievances in respect of the following Ministries/Departments of the Government of India:

           (a)  Ministry of Railways;
           (b)  Department of Posts;
           (c)  Department of Telecommunications;
           (d)  Banking Division of Department of Economic Affairs.
                 Other Ministries/Departments will be added from time to
                 time under the orders of the Cabinet Secretary.

      (vii)  The Directorate shall not concern itself with policy matters or where a grievance has already been disposed of at the level of the Minister incharge of the Ministry/Department. It shall also not entertain grievances relating to service matters (excluding those relating to payment of terminal benefits, like gratuity, GPF), commercial contracts or cases which are sub-judice or where quasi-judicial procedures are prescribed for decision making.

4.  The Directorate shall function with effect from April 1, 1988.
Sd/-
(B.B. Tandon)
Joint Secretary


TO BE PUBLISHED IN THE GAZETTE OF INDIA EXTRA ORDINARY PART I SECTION 2(NEW DELHI, the 2nd December, 1988)

GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******


NOTIFICATION



No. A-11013/1/88/Ad.I : Reference para 3(vi) of this Secretariat Resolution of even number dated 25.3.1988 constituting the Directorate of Public Grievances in the Cabinet Sectt.

The jurisdiction of Directorate of Public Grievances is hereby extended to Insurance Division and National Savings Scheme Division, Deptt. of Economic Affairs, Ministry of Finance also.
Sd/-
(D. Das Gupta)
Joint Secretary


TO BE PUBLISHED IN THE GAZETTE OF INDIA EXTRA ORDINARY PART I SECTION 1(NEW DELHI,31st August, 1989)

No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******


RESOLUTION



In partial modification of the Cabinet Secretariat (Mantrimandal Sachivalaya) Resolution No. A-11013/1/88-Ad.I dated the 25th March 1988, it is hereby notified that the Directorate of Public Grievances shall deal with grievances in respect of the following Ministries and Departments in addition to those mentioned in Paragraph 3(vi) of the said Resolution:

    (i)    Ministry of Surface Transport.
    (ii)   Ministry of Urban Development.
    (iii)  Department of Civil Aviation.

2. The Department of Administrative Reforms & Public Grievances will continue to deal with the grievances pertaining to all other Central Government agencies.

3. The grievances relating to the Department mentioned in paragraph 3(vi) of the Resolution cited in paragraph 1 above as well as those mentioned in paragraph 1 of this Resolution, as the Directorate may receive and decide not to deal with, are to be sent by it to their respective Ministries/Departments after maintaining a record of these.

4. The responsibility for undertaking systemic studies of all Ministries/Departments and agencies of the Government of India with a view to facilitating redressal of public grievances will continue to be with the Department of Administrative Reforms & Public Grievances.

Sd/-
(D. Das Gupta)
Joint Secretary


TO BE PUBLISHED IN THE GAZETTE OF INDIA EXTRA ORDINARY PART I SECTION 1(NEW DELHI,17th June, 1996)

No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******


RESOLUTION



In continuation of Cabinet Secretariat Resolution of even number dated 31.8.1989, the jurisdiction of the Directorate of Public Grievances, Cabinet Secretariat is hereby extended to the Offices of the Regional Passport Authlority under the Ministry of External Affairs and the Offices of the Regional Provident Fund Commissioner under Ministry of Labour.

Sd/-
(S.K. Misra)
Joint Secretary to the Government of India.


TO BE PUBLISHED IN THE GAZETTE OF INDIA EXTRA ORDINARY PART I SECTION 2(NEW DELHI,2nd June, 1998)

No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******


NOTIFICATION



No. A-11013/1/88-Ad.I : Reference para 3(vi) of this Secretariat’s Resolution of even number dated 25.3.1988 constituting the Directorate of Public Grievances in the Cabinet Secretariat.

The jurisdiction of Directorate of Public Grievances is hereby extended to (i)Central Government Health Scheme; and (ii)ESI Hospitals and Dispensaries directly managed by ESI Corporation, under Ministry of Labour.

Sd/-
(R. Bhattacharya)
Joint Secretary


TO BE PUBLISHED IN THE GAZETTE OF INDIA EXTRA ORDINARY PART I SECTION 2(NEW DELHI,12th October, 1998)

No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******


NOTIFICATION



No. A.11013/1/88-Ad.I Reference para 3(vi) of this Secretariat’s Resolution of even number dated 25th March 1988 constituting the Directorate of Public Grievances in the Cabinet Secretariat.

The jurisdiction of the Directorate of Public Grievances is hereby extended to (i)Ministry of Petroleum & Natural Gas; and (ii)Department of Education, Ministry of Human Resources Development which covers Central Universities and Kendriya Vidyalayas.

Sd/-
(R. Bhattacharya)
Joint Secretary


TO BE PUBLISHED IN THE GAZETTE OF INDIA EXTRA ORDINARY PART I SECTION 2(NEW DELHI,27th September, 2000)

No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******


NOTIFICATION



No. A.11013/1/88-Ad.I Reference para 3(vi) of this Secretariat’s Resolution of even number dated 25th March 1988 constituting the Directorate of Public Grievances in the Cabinet Secretariat.

2.  The jurisdiction of the Directorate of Public Grievances is hereby extended to Ministry of Tourism.


Sd/-
(V.K. Gauba)
Deputy Secretary


TO BE PUBLISHED IN THE GAZETTE OF INDIA EXTRA ORDINARY PART I SECTION 2(NEW DELHI,20th August, 2002)

GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******


NOTIFICATION



No. A.11013/1/88-Ad.I Reference para 3(vi) of this Secretariat’s Resolution of even number dated 25th March 1988 constituting the Directorate of Public Grievances in the Cabinet Secretariat.

2.  The jurisdiction of the Directorate of Public Grievances is hereby extended to Central Board of Secondary Education, National Open School and Navodaya Vidyalaya Samiti.


Sd/-
(Sunil Mishra)
Deputy Secretary


TO BE PUBLISHED IN THE GAZETTE OF INDIA EXTRA ORDINARY PART I SECTION II(NEW DELHI,23rd January, 2012)

GOVERNMENT OF INDIA /BHARAT SARKAR
CABINET SECRETARIAT /MANTRIMANDAL SACHIVALAYA
RASHTRAPATI BHAVAN
******


NOTIFICATION



No. A-11013/1/88-Ad.I Reference para 3(vi) of this Secretariat’s Resolution of even number dated 25th March 1988
constituting the Directorate of Public Grievances in the Cabinet Secretariat.

2.  With the approval of the competent authority, the jurisdiction of the Directorate of Public Grievances is hereby extended
to the following :

(i) Department of Youth Affairs
(ii) Deemed Universities of the Central Government like IITs and Scholarship Schemes of Ministry of Human Resource
Development.



Sd/-
(Mala Dutt)
Director










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