LexThe Policy on Public Grievances Redressal
Punjab · state statute
Open in Lexace · Ask the AI about this actFile No.D6R. C/22/2020-Publk grievance-DEPT- DGR
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Armature A
Policy on Public Grievance Redressal
2020
SO OS*** *Om *Sipa
Government of Punjab
Department of Governance Reforms and
Public Grievances
TABLE OF COMMITS
Sr. No. QTEM DESCRIPTION PAGE Na
I Introduction 4
II Objective of the policy
Ill Definitions
TV The process for grievance red
a) Interfaces Car !Mae of public grievances 9
b) Categories orappficants 10
Categories of 10
d) State-level redressal II
e) District-level redressal
C} Pirst 'on of grinaaccs at State Level 12
g) First escalation of grievances at District Level 13
h) Second escalation of grievatiorsat State Leval 14
1) Second escalation of gi nces al District Leval 15
Regarding grievances that require longer tarn redressal 16
k) Process for feedback collection from the applicant 16
V General Guidelines Orley Red.ressal 18
The public grievance redressal mechanism meehanlsm may be understood as thetltat eoables
citizens of any to voice their dissa delivery of public services, schemes,
policies or programmes, k gives citizens a ftumal platform upon which their voices are
heard by the government administration end accountability is brought into the system. At the
same lime, this mechanism helps the administration understand their citizens' problems
better and gives them an opponunity to address these problems in a transparent and effective
manner and make policy decisions. Therefore, the Government of Punjab is formulating this
"Public Grievance Redressal Policy - 2020" (hereinafter referred to as "the Policy").
In this regard, the Department of Governance Reforms and Public Grievances (DGR&PG),
Government of Punjab has builts Punjab Grievance Redressal System (PGRS) which will
Et as a singfe wid standardized platform to address public grievances. With the aim of
teaching e G r audience and lo ease the public grievance redressal mechanism, the
Government of Punjab had previously adopted the PBGRAMS portal in April 2013,
devel by e National Informatics Centre. However, it was realised that substantial
architecture, technological, and administrative changes Were required to be made for more
sophist' use of PBGRAMS. Additionally, complaints were not being disposed of in a
lime bound, transparent, and accountable manner. It was therefore decided to build a new
application and administrative structure to optimize grievance redressal in the state,
The DGR&PG is also working to establish an architecture where the legacy data of PGRS
could be analysed with Artificial Intelligence (Al) to help identify duplicate, dubious or
bogus grievances such that the Government can spend time and effort towards genuine
concerns of its citizens. The mcnt is working towards tools for comprehensive data
analysis of the collected and legacy data to prepare a data visual based on geography, nature
of grievances and socio-economic indicators of the population. This aggregate data,
represented through different variables, will better inform the state to make crucial policy
decisions.
Hence, the slate envisions that, with the help of this Policy, it will be able to create a multi-
nakeholder ecosystem of efficient, accountable and transparent governance.
II. Obicolve of the Policy
The objective of this policy is to provide an accessible, transparent, ro
time bound public grievance rcdressal system for individuals In
comprehensive Grievance Redressal Policy with detailed roles an
actor, defined timeframes, and processes is being established.
This policy intends to use information Technology (R) as an i
public grievance redressal ecosystem equitable, de-centralised,
Inclusive, and accessible to all individuals.
Delinffions
For the purposes of this policy, unless the conned otherwise
a) "Applicant" means any individual who ap
b) "Assistant Commissioner (Grievances mission=
(Grievances) cum Member Secreuu-y of Committee
thuted in lacunae= with the 3are 7/ 165
24th April 2017
c) ent Diode* Nodal Officer" m an officer inted at the districl
concerned department for redressal of grievances received by the
department.
d) "Department Field Officer" MUMS an officer designated at the field level (e.g. sub-
division, block) by the cone depannumt for red ofgrieaoern received by
the department.
e) "Department State Nodal Officer"
the concerned department for nuiressa
f) "District Grievance Redraws! Conuninee
accordance with the DGR&PG Notification no. 1/1/17-3fat./168 dated 24' April
2017
g) "Escalation" includes voluntary as well as system-generated transfer of a grievance
to a higher authority, as per the ss defined in tMs policy, when en applicant is
dissatisfied with a redressed.
"Grievance" means any applicedion made by an individual seeking any benefit or
relief relating to any schemes, policies, programmes, delivery of g or services
off by the state government, In respect of failure or delay in providing such
benefit or relief, or in respect of violation of any law, scheme, order, polity,
progm or service in force In the stale by a authority; but, does not Include
matters sub-judict in a court of law or in which any Court or To al has
jurisdiction, or personal and family disputes, or mailers under the Right to
Information Act 2005
"interface" means the medium through
ant and includes mobile app, Sewn K web penal, and Call Centres
by DOR&PG.
Grievance Redressal System (PGRS)" means the web portal and mobile
application developed by DGR&PG as a system for registration, processing and
management of evices.
k) "Redressed" means resolution of a grievance by the coneentad authority
accompanied with a reasoned response la
officer appal at the Snit level by
ived department.
reconstituted in
avarice is received from the
IV. The process; fbr erreranea red
ke of public grievances into PGRS
a)Interfa
i. Online web portal
la person at Sewa Kendra (Sews Kendra o
iii. Mobile app
iv. Call Centre
upload details to PGRS)
For grievances received via Interfaces other than the above. such as post, email,
texts, etc., they should be scanned and uploaded to the portal for redressal in the
following manner, as per the type/category of the recipient
i. Recipient: CM Of lied CS Office
A copy of the received grievance should be sew to the OGRek.PG at
grievances.pb@pumiah gov in within 2 working days from the date of its receipt.
DOR&PG shall then upload the grievance to FURS fibr funher action and redremal as
per this policy. At this time, a SMS/email notification shall also be sent to the
applicant with the tracking number of the grievance and its current status. A
SMS/email notification shall also be shared with the applicant to put in all future
grjevances to PGRS via any of the NUT menli interfaces under IV (a)
It. ltexioient DC Office
The received grievance should be forwarded to the ASSiSillTt Commissioner
(Grievances) far uploading to PGRS within 2 w days from the date of its
receipt for further action and redressal as per this policy. M this time, a SMS/ernail
notification shall also be sent to the applicant with the tracking number of the
grievance and its current status. A SMS/tmmil notification shell mho be shared with
the applicant to put in ell Mum grievances to PGRS via any of the four mendoned
interraces wider IV (a)
iii. Recipient Depantnent Office
The received grievance should he uploaded to PGRS by the Department within 2
working days from the date of its receipt for further action and redressal as per this
policy. Upon ruccessibl upload, a notification shall be sent to the applicant vie SMS/
email with the tracking number of the grievance and its current status, A SMS/tmail
notification shall also be shared with the applicant to put in all future grievences to
PGRS via any of the roar mentioned interfitees under IV (a)
b)PCRS shall provide for classification of the applicant Into 2 categories at the time of
reghtratloo
I. Individual citizens
II. Companies registered under the Indian Companies Act 2013/ Partnerships registered
under the Indian Partnership MI 1932/ Trusts treistered under the Indian Trusts Act
1862/ Societies registered under the Societies Registration Act 1860/ Any other
' "
"*BOth the categories shall follow the same workflow m been defined under this policy.
This categorisation shall help PGRS map the grievance to the appropriate department for
redressal.
c)PGRS shall provide for classification grievances Into 2 categories at the #me of
registration of the grievance
i. Category I - grievances that require State Level redressal
ii. Category 2 - grievances that require District Level
el) Category 1- Regarding grievances that require State Level redressed
i. Upon receipt of the grievance for State Level redressal, PGRS marks It to the
concerned Department State Nodal Officer (DSNO).
ii. The DSNO is required to take action on the grievance within 7 working days from
the date of its receipt. She/he may
1. Redress the grievance and mark it as closed
2. Transfer the grievance to her/ bls counterpart In another department if the
grievance received pertains to another department.
3. The OSNO, as per her/ his Judgement, may transfer the grievance to the
relevant Dcpanment District Nodal Officer (DDNO) for Anther action and
resolution.
DDNO to proceed as per the process laid down here under at fV(d)
iii. If the grievance is redressed,
I. The applicant shell be informed of the redressal via the same interface that had
been taken for registration of the grievance
2. The applicant shall receive a call from an automated system (as explained
under I V(k)) within 2 working days from the date of redressal.
This call shall ask the applicant if shelhe is satisfied with the redressal
provided.
lithe applicant is not satisfied and wishes to reopen the gdevance,The system
marks the grievance as reopened by the applicant.
e)Category 2 - Regarding grievances that req District Level redressal :
ii. Upon receipt of the grievance for District Level redressal, PGRS marts it to the
concerned DDNO.
The DDNO is required to take appropriate action upon the grievance within 7
working days from the date of its receipt. She/ he may
I. Redress the grievance and mark it as closed.
2. Transfer the grievance in her/ his counterpart in another department If the
grievance received pertains to another department.
3. If required, as per her/his judgement, the DDNO can transfer it to the relevant
Department Field Officer (DFO) for further action and redressal
4. The DDNQ as per her/ his judgement, may transfler the grievance to the
relevant DSNO for funfair action and resolution.
v. If the grievance is redressed,
I. The applicant shall be informed of the redr via the same interface that had
been taken for registration of the grievance
2. The applicant shall receive a tali from an automated system (as explained
under IV(k)) within 2 working days from the date of redressal.
This call shall ask the applicant if she/he is satisfied with the redressal
provided
the applicant is satisfied and wishes to reopen ante, the system
the grievance as reopened by the applicant.
OFirst escalation of grievances ■1 State Level:
i. When the applicant is not satisfied with the redressal provided by the DSNO under
IV(d) (Category I) and reopens the grievance on the automated call received by her/
him, the system sends it to the Head of the Department (HOD).
il. The HOD is required to take appropriate action upon the grievance within 15 working
days from the dale of receipt orals reopened grievance. she he may
I. Redress the grievance sad mark it as cl
2. The HOD, as per her/his Judgment. may voluntarily escalate the grievance to
the Department Administrative Secretary If she/ he fbds that the grievance
cannot be redressed at her/ his level.
Hi. The Administrative Secretary Is required to redress the grievance within 15 working
days from the date of its receipt from the HOD.
Iv. When the grievance is redressed,
I. The applicant shah be informed of the redressal via the same interface that had
been taken for registration of the grievance.
2. The applicant shall receive a call from an automated system (as explained
under 1V(IC)) within 2 working days hum the date of redressaL
This call shall ask the applicant if she/he is feed with the redressal
provided.
3. If the applicant is not satisfied and wishes to reopen the !titmice, the system
marks the grievance as reopened by the applicant.
g) First mulled= of grievances at District Level:
i. When the applicant Is not satisfied with the redressal provided by the DDNO or DFO
under IV(e) (Category 2) and reopens the grievance on the eutornated received by
her/ him, the system sends it to the Assistant Commissioner (Grievances) (AC (CO.
The AC(Gr.) is required to take appropriate action upon the grievance within
working days from dm date of receipt of the reopened grievance. She/ he may
I. Redress the grievance and mark it as closed.
I. The AC(Gr.), as per her/his judgment, may voluntarily escalate the grievance
to the DSNO if she/ he feels that the grievance cannot be redressed at her/ his
level.
iii. The DSNO is required to redress the erievance within II waticinv days frnm the dale
2. The applicant shall receive a call from an automated system (as explained
under IV(k)) within 2 working days from the date of redreseal.
This call shall ask the applicant if shethe is satisfied with the redressal
provided.
If the applicant is not satisfied and wishes to reopen the grimacer., the system
marks the grievance as reopened by the applicant.
h)Seeorul escalation of grievances at Stale Level•
i. When the applicant is not satisfied with the redress provided after die first
escalation under IV(f) (Category 1) and reopens the grievance on the automated call
received by her! him, the system
I. Sends it to the Department Administrative Secretary, if it was redressed by the
HOD in the previous escalation.
2. Sends it to the Cabinet Minister, if it was redressed by the Adriiinistrative
Scummy in the previous escalation.
it. If the grievance has been win to the Department Administrative Secretary, sheibe is
required to take appropriate action upon the grievance within 15 working days
the date of receipt of the reopened grievance. She/he may
1. Redress the grievance and mark it as dosed. This decision shall be final,
2. The Department Administrative Secretary, m per her/his judgment. may
voluntarily escalate it to the Cabinet Minister If she/ he feels that the gnevante
cannot be redressed at her/ his level
iii. If the grievance has been sent to the Cabinet Minister, she/he is required to redress
the grievance Within 60 days from the date of its receipt.
The decision of the Cabinet Minister shall be final.
iv. When the grievance is redressed,
1. The applicant shall be Infterned of the nedressal via the e interface that had
been taken for registration of the grievance
2. The applicant shall receive a call from an automated system (as explained
under IV(k)) within 2 working days Rom the date of redressal,
This call shall ask the applicant if shethe is satisfied with the redness!
provided.
1)Sceood escalation of grievances at Diatriet Level:
i. When the applicent is not satisfied with the redressel provi after the Rrst
escalation wider IV(g) (Category 2) and reopens the grievance on the automated call
received by her/ him, Um system sends it to the Deputy Commissioner (DC).
ii. The DC is required to take appropriate action upon the grievance within.7 working
days of tts dale of receipt She/he may
I. Redress the grievance and mask it as closed
2, The DC, as per her/his judgment, may voluntarily escalate it to the District
Grievance Redresses! Committee (DGRC) if she/ he feels that the grievance
cannot be redressed at her/ level
The AC(Gr,) shall inform the applicant of the date and time of the DGRC's
meplino rrtr Ihic min-ince
2. The applicant shall receive a call from an automated system !tuned
under IV(k)) within .2 wo days from the date of redressaL
This call shall ask the applicant if she/he is satisfied with the redrai
provided.
j) Regarding grievances that require longer term'resolution/ Inquiry:
For all such grievances, as per the judgement of the concemed u
authority shall the grievance as requiring a longer term
prescribed under this policy and initiate a response to the applicant. Th
should contain information on the status of do grievance and reason(s)
term resolution.
k) Proems for feedback collection from the applicant:
t. Automated call system
The DGR&PG shall put into place an automated call system as a part of
Every time a grievance is marked as redressed or requiring a longer-teen resolution
(as under IV(D) on PGRS, this automated system shall place a cal{ to the applicant
within 4$ hours of the redressal.
This call shall aim to record the applicant's feedback but not limited to, the
quality of redressal, and sugges for improvement With respect to redressed
grievances.
If the applicant records her/his resyunse as unsatisfied with the redressal, she/he shag
be given an option to escalate the grievance, lithe applicant agrees, FORS shall mark
the grievance as escala and. send it forward as per the workflow dear.ribed above.
II. Call Centre:
The DOR&PG shall cause a call centre to be hed for citizens to submit
Rrienocea.
For feedback, the operators from this call centre shall place calls to a sample of past
and current applicants to understand the applicants' satislbellon from the redressal
and its process under PGRS.
V. General t.uldelines far Grievance Redress&
a) If a grievance is sent via any channel other them the four interfaces thinned for MRS
under IV (a) and the grievance is not accompanied by the applicant's name, address and
phone number, the applicant shall be informed via the same channel to submit the
grievance on PGRS with relevant details,
b) Whenever a grievance is marked as redressed, the response to the applicant should
contain a reasoned explanation of the. taken deelalon.
c) If any authority in the workflow does not act on the grievance within the specified
period, the grievance sha)I be auto- escalated to the next authority in the hierarchy as
specified under this policy,
d) The applicant shall receive SMS notiflcnion at each step of the procesa on the rument
status of the grievance.
e) Real-time monitoring through dashboard available to DC Offlce, Concerned Department,
DGR&PG, CS office and CMO.
f) Any authority In [he workflow may flag a grievance as urgent if sbrJhe feels it requires
immediate intervention.
g) The dashtnard data shall be used by DGR&PG far analysis of the received:grievances by
&pa:anent/ district/ subject such that it can be used for ev* ce-based valley making
and decisions with a view to improving processes and efficiency within the government.
h) Grievances that are currently sent to the Government of Punjab from the web portals of
the centrat government shall be received by the PORS portal.
I) The timelines assigned to each level of authority in the workflow may be modified upon
written request from the department with approval from the Chief Minister, Punjab.
J) If a grievance is marked to the District-level for redrmsal by the Statr-Level:
i. It shall follow the escalation workflow as defined for the DisUict level grievances in
case the applicant chooses to reopen and escalate the grievance upon redressal,
k) If a grievance is marked to the Slate-level for redress& by the District-Level, it shall
follow the cscalatiou workflow as defined for the State level grievances in case the
applicant chooses to reopen and escalate the grievance upon redressaL
I) The system shall allow the actors in the workflow to lifik grievances received from
multiple applicants pertaining to the same cancan' together, In such oases action on one
grievance would automaticaNy apply to other grievestes linked together.
The applicant shall be notified if her/his grievance is linked to others.
m) The system shall allow the actors in the workflow to mirk grievances as frivolous or
inapplicable upon which the grievance shall be closed, and the applicant shall be
notified. The applicant may then escalate the grievance as per the currently defined
workflow,
n) For Departments that have multiple Directorates/Branches, the Department may submit a
written request to have multiple Siam Level Nodal Offiecmi, as may be required.
o) If a Department wishes to Introduce an additional level of authority in the currently
defined workflow, the same may be introduced for the Department upon receipt of
written request with the approval lion the Chief Minister, Punjab, However, the
accountability and rr-sponsibillty to resolve and escalate grievances shall adhere to the
currently defined workflow.
p) If a Department wishes lo disallow an actor in the workflow from cleating grievances, the.
Department may submit a mourst for the same with anomval from the Chief Minister.
VL Protests Audit
With the aim to Identify systemic deficiencies and areas of improv
grievance redrew' system under Oils policy mid to aid the DG
deficiencies and concerns:
a, 11te DOR&PO may engage die services of a Ihlyd-pony frtf nn Independent
audit nod assessment of l'OltS, Such a study may anclartakc Independent surveys
to evaluate citizen satisfaction, analyse mid D33019 Urn Fracases, grievance flows,
and tools under PORS a well peonage with stnkcholden oldie system Winless
Its Impact, effectiveness, ellicielicy, accessibility and iraniparency, in order to
then recommend Improvements to the system for bolter public tervice ddhny,
VII. Dashboard and AnalvslsyData aollected for Farther A ction
The FORS dashboard shall be crated for effective real-dme monitoring of grievances by eIl
the actors in the workflow as well as by the respective DC office, concerned department,
DOR&PG, CS office and CMO*
Alongside, the PGRS dashboard shall provide fir a meaningful and comprebernin analysis
of the information on incoming grievances and their mdreasal. This analysis may help the
government departments in formulating more robots and Impactful policy decisions and
program designs_ Such analysis may be used in the future to make changes to the PGRS
itself, (for example, nr add more levels of grievance redressal in addition to the District and
State Levels currently defined.).
Tho data would be used in a manner that is cognizant of the security and privacy of citizens.
Grievances would be deidentified for analysis and for any open data Initiatives for public
access. A report on the performance of the system, performance at each level of redress&
and by geography shall be shared with the public on the DOR&PG website nay mouth.
e. The dashboard shall provide for access to view data by
L Dqsartment
ii. Geographical data (e.g. District, Block, Municipality)
iii. Demo ical data (e.g. Age proG mplainant)
iv. Subject of the grievance
v. Gender of the applicant
vi. Soda Economic background of the applicant applicable)
vii. Actors of the workflow
viii, Pendency of grievances
is. Satisfaction amongst citizens
x. Others as may be required
The exact rules to govern this access shall be defined by the RikPG•at the time
of building the war portaV mobile application and amended from time to time as
necessary.
b. The dashboard shall allow all for viewing this data for correlation in the form of
visual representations such as maps/ pie charts/ other visual formats.
c. The AC(Gr.) shall incorporate a review report on PORS data in the agends fox the
D.C.'s monthly review meeting.
d, The DC will furnish the district-level monthly review reports on PGRS data to the
DGRC at each meeting for review and action.
e. The DGR&PO will meet with the Administrative S its of all departments
onboarded on PGRS to review performance on grievance raohdlein.
This meeting shell be scheduled once every quarter.
r -rt.- na -lry P.Ort -411 flu* ruing Q.rrrtaw to a
VIII. ANNEXURE
1.100111.0111.
Wow
isaiyanwt
V i al blabaJaa
Addilloaul CiderSecretary
Governante Reformism!
Department a
Government of Punjab
vernance Reforms and PubHe Grievances
al of Grievances Branch)
No.05/01
1-07,07.7020
The Governor t pleased to nosily the Public rievance Redraw! Policy,
2010m provide an accessible, transparent,robusl, effeclive and time bound public
grievance redressal systomfor individuals in Punjab. This policy was approved by the
Council of Ministers in its meeting dated 22.06.2020.
PtutjabGrierance Redressal Syatein (PGRS). an Inf ion Tedrnology application,
developed by Depanment of Governance Reform and PublicGrtevunces (DGR&PG).
\sill act as a platform for the rcdressal (Public Gricvancesralsed under this policy.
Bhagat, IAS
S pedal Secretary
nt o Reforms
ubiicGrievances
Ends! ikkostoino2o-sPic/0.2— 01. bn assr.
A Copy is lonvorded to all the Additional Chief Secretaries, Financial Commissiontra,
Principal Secretaries, Administrative Secretaries, Head of all the Depariments and
ty Commissioner, of the State of Punjab for information and necessary c
Parm Pal Singh
Additional Secretary
Department of Governance Reforms
and Public Grievances
Endsi No.05/01/2020-5 Dated err. 07. -3.c•vo
A Copy is forwarded to the Controller, g & Stationary, saw Ajit Shish
Nagar, l'unjab and Chandigarh Mill a request dun Oils entitle:idea may please be
published in the ordinary Gazette ol the Punish Government arid 50 copies of the same
mar he sent to this depanment
Endst No.05101/2020-5 Dated ).S
A copy is forwarded to the Principal Secretary chief Minister
Parfron
Additional Secretary
Department of Governance Reforms
and Public Grievances
Ends! NoM5, 2020-5PG //425 --
Dated eat/. fleece,
A copy is forwarded to the Private Secretary to chief Secretary to Government of Punjab
for kind information of worthy Chief Secretary, Punjab.
Parminder Pal Singh
Additional Secretary
of Governance Reforms
and Public Grievances