One of the important obligations of public service is the prompt redressal of public grievances an
identification of grievance prone areas of Government Department in order to eliminate the causes
these grievances of citizens. The Department of Administrative Reforms and Public Grievances hav
been issuing guidelines from time to time in order to ensure that an effective institutional mechanism
established in each government department for the expeditious redress of Public Grievances. Despite a
these guidelines and various efforts made by the State Governments, complaints continue regarding th
delay and lack ofresponse inhandling public grievances. The Parliamentary Standing Committee attache
to the Ministry of Personnel, Public Grievances and Pensions has taken serious view of the state
affairs prevailing in the matter of settlement ofpublic grievances. Ithas been pointed out that the respons
ofthepublic servants towards citizens' grievances islukewarm and oftenborders oncomplete indifference
2. Any grievance redress system would be failing in its primary purpose if the minimum courtesy
acknowledging receipt of acomplaint is not observed. It is, therefore, reiterated that an acknowledgemen
should go immediately and at the most within three days of the receipt of the grievance and the grievanc
itself should be redressed within amaximum period oftwo months ofits receipt. The citizens approachin
the government departments with their grievance petitions should be informed of the progress of his/he
grievance. In case it is not found feasible to accede to his/her request, a reasoned reply may be issued
the aggrieved citizen within this stipulated time limit. Further, ifthefinalization ofadecision onaparticula
grievance is expected to take longer than two months, an interim reply should invariably be sent.
3. I would request you to take suitable measures in bringing about a change in the prevailing situation
order to ensure that the grievances of the citizens are settled expeditiously.
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