Citizens complaints Deadline: Officers will settle people’s complaints within 21 days, new order issued

Citizens complaints Deadline: Every complaint of the citizens of the country will now be resolved in 21 days instead of 60. On the instructions of Prime Minister Narendra Modi, the government has reduced the maximum time required for resolving citizens’ complaints to 21 days.

During the Congress-led UPA tenure, this deadline was 60 days. In 2020, the Modi government reduced the time limit to 45 days and then to 30 days in 2022. The government receives more than 30 lakh public complaints on the Central Public Grievance Redressal and Monitoring System (CPGRAMS) every year.

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The government directive states, “The 10-step reforms introduced in CPGRAMS have significantly reduced the average resolution time. Keeping this in view, the maximum resolution time suggested by DARPG (Department of Administrative Reforms and Public Grievances) for cases in CPGRAMS has been reduced to 21 days.” According to News18, so far this year, the centre has managed to resolve complaints in just 13 days on average.

Decision taken on the instructions of PM Modi

The new order issued on August 23 states that this decision has been taken following the instructions given by PM Modi during his interaction with secretaries on June 29. The statement said that the new decision has been taken after reviewing the instructions given by the Prime Minister to make the existing processes more responsive, accessible and meaningful to the citizens.

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More than one lakh cases were resolved in the Central Secretariat for the 25th consecutive month in July 2024. Officials said that the number of pending complaints in the Central Secretariat has come down to 66,060. Of these, 69 percent of the complaints are pending for less than 30 days.

Other instructions also issued

– The new instructions state that complaints will be redressed under the holistic approach of the government.

– That is, in no case will the complaint be kept pending on the pretext that the officer ‘does not belong to this ministry/department/office’ or any other excuse. If the complaint does not belong to the receiving ministry, then efforts will be made to transfer it to the right officer.

– No complaint will be closed if complete documents are not available. The officer can call the complaining citizen. If needed, additional documents can also be asked for.

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