The Delhi government, in a recent intimation, has asked all government departments to resolve all public grievances within a week and “urgent’ cases within 48 hours. The order from the Chief Minister’s office says that any false compliance on grievances will warrant “strong disciplinary action”.
Sources said the matter has to be addressed within a week by the head of the department concerned and the response updated on a public grievance management system created by the Delhi government so that the public may access their case online.
Additionally, the department will also have to contact the complainant directly.
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A week later, the CMO will contact the complainant and, in case there is any lapse or false compliance reported on the matter or that the complainant remains dissatisfied with the action taken, “strong disciplinary action will be taken against the department”.
Officials said this comes after a recent meeting Chief Minister Arvind Kejriwal held with departments where the issue of public grievances was addressed. Sources said Kejriwal was informed of how 70 per cent of the grievances were pending.
“The performance of most of the departments is far from satisfactory and the chief minister is quite unhappy about it. Many grievances have become overdue… The chief minister has directed to reopen all hose cases where false compliance were reported,” the order issued in April reads.