Draft Citizens Charter set to be finalised

Draft legislation envisages bringing under its ambit goods and services delivered under a PPP mechanism.

Preparing to fulfil one of the main demands of Anna Hazare,the UPA government is in the process of finalising the draft legislation for the Citizens Charter whereby every citizen will have the right to time-bound delivery of goods and services.

Titled Citizens Charter for Committed Supply of Goods and Provision of Services by Public Authorities Bill,2011,the draft legislation provides for multi-layered grievance redressal mechanism from panchayat to national levels and punitive measures like fine up to Rs 1 lakh and disciplinary action against public authorities concerned.

Public authorities,as defined in the draft legislation,would not only include state officials but also non-government organisations receiving substantial funding from the government directly or indirectly and any company that supplies goods or renders services in pursuance of obligations imposed by the Central or state Act. The draft legislation also envisages bringing under its ambit goods and services delivered under a PPP mechanism. Sources said the Bill,likely to be introduced in the forthcoming Winter session of Parliament,could also serve as a model Bill for states.

The draft Bill makes it incumbent on public authorities to publish Citizens Charter within six months after enactment,establish call centres for receiving complaints and appointment of Grievance Redressal Officers GROs. The Citizens Charter shall provide details of goods supplied and services rendered by public authorities and the name of persons or agencies responsible for delivery and also the time limit for it. It will also provide quantitative and tangible parametres like weight,size,frequency,etc. of the goods and services available.

The multi-layered grievance mechanism includes GROs,who will be appointed in all administrative offices at Central,state,district,subdistrict,municipalities and panchayats and will be responsible for redressing the grievances within one month of the complaint.

There will be District Grievance Commissioners DGCs to hear appeal against GROs decisions. To be eligible to become a DGC,one has to be a District Judge for at least 3 years or worked in social service for at least 10 years.