No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
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RESOLUTION
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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.
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Sd/-
(B.B. Tandon)
Joint Secretary
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GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
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NOTIFICATION
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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.
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Sd/-
(D. Das Gupta)
Joint Secretary
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No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******
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RESOLUTION
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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.
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Sd/-
(D. Das Gupta)
Joint Secretary
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No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
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RESOLUTION
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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.
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Sd/-
(S.K. Misra)
Joint Secretary to the Government of India.
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No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******
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NOTIFICATION
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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.
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Sd/-
(R. Bhattacharya)
Joint Secretary
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No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******
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NOTIFICATION
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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.
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Sd/-
(R. Bhattacharya)
Joint Secretary
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No. A-11013/1/88-Ad.I
GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******
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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.
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Sd/-
(V.K. Gauba)
Deputy Secretary
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GOVERNMENT OF INDIA (BHARAT SARKAR)
CABINET SECRETARIAT (MANTRIMANDAL SACHIVALAYA)
RASHTRAPATI BHAVAN
******
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NOTIFICATION
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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.
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Sd/-
(Sunil Mishra)
Deputy Secretary
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