Delhi Chief Minister Arvind Kejriwal on Monday directed officers to work on reducing the number of complainants dissatisfied with the way their grievances were addressed by various government departments.
While reviewing the functioning of the public grievance monitoring system (PGMS) of the Delhi government with all heads of departments, Mr. Kejriwal told the officers that addressing complaints had to be their top priority, a statement said.
“Since the government stands committed towards public welfare, it is important that individual grievances of residents of Delhi are duly addressed within the specified time limit given by each department. It has to be the top-most priority of all HoDs/secretaries to ensure that no grievance remains unattended and after a grievance is resolved there should be no dissatisfaction of the citizen,” the Chief Minister told the officers.
A total of 1.4% of 2.59 lakh complaints to Delhi government departments from February 2015 till November 16, 2018 had been kept pending beyond 15 days, stated the Administrative Reforms Department.
Mr. Kejriwal told the officers present that the number of people dissatisfied with the way their complaints were addressed “must be brought down”, the statement said.
“Priority of the government and its officers has to be towards the public and their grievances cannot be left unresolved at any cost,” Mr. Kejriwal said.
He said he would hold meetings with all HoDs twice a month — once in the middle of the month and once on the last working day of the month — to review the functioning of the PGMS. The next review meeting would be held on December 17, the statement said.
Status reports
“HoDs/secretaries have been directed to be personally present with the status reports of their respective departments. HoDs/secretaries shall personally review the cases of those individuals not satisfied with the grievance redressal done by the respective department,” the government statement said.
The Chief Minister added that no grievance should be left unattended and must be addressed within the time frame set by the department.