Grievance Redressal Systems

Citizens’ Charters: 

1. Each public authority shall be responsible for ensuring the preparation and implementation of Citizens Charter, within a reasonable time, and not exceeding one year from the coming into force of this Act.
2. Every Citizens Charter shall enumerate the commitments of the respective public authority to the citizens, officer responsible for meeting each such commitment and the time limit with in which the commitment shall be met.
3. Each public authority shall designate an official called Public Grievance Redressal Officer, whom a complainant should approach for any violation of the Citizens Charter.
4. Every public authority shall review and revise its Citizens Charter at least once every year through a process of public consultation.
5. Lokpal may direct any public authority to make such changes in their citizens’ charter as are mentioned in that order.
6. No grievance shall be accepted by Lokpal if 15 days have not elapsed after submission of complaint by the complainant with the Public Grievance redressal Officer of that Public Authority.Provided that if Lokpal feels that considering the gravity or urgency of the grievance, it is necessary to do so, the Lokpal may decide to accept such grievance earlier also.