Coordinator, Chief Minister’s Grievance Cell, Tassaduq Mufti, has warned the officers of strict action in case they fail to redress the grievances that are filed with the government in a time bound manner.
Chairing the meeting of the Heads of Departments (HODs) and Nodal Officers today, Tasaduq asked the officers to ensure the timely redressal of grievances and directed that any shortcomings will be reflected in the annual performance reports (APRs). In the meeting it was decided that the based on the nature of the complaints, they will be categorized as urgent, important and normal.
While the urgent complaints have to be settled by the concerned Nodal Officers of the departments in two days, the important and the routine ones have to be addressed in 15 and 21 days respectively. In case of the failure of the officers to report action to the government’s grievance cell, Tasaduq warned them of strict action.
The meeting was called to take a review of the departmental as well as central grievance rederessal mechanism as well as lay down the standard operating procedures (SOP) to provide good governance and responsive administration to the people.
During the meeting, Tasaduq emphasized that effective grievance redressal mechanism is central to establishing efficient management system in the state that is “transparent and accountable to all stakeholders.”
Seeking the suggestions from officers about strengthening of internal and as well as central mechanism for grievance redressal, he said that the people can approach the CM’s central forum in case their grievances are not resolved at departmental level. With the implementation of new grievance mechanism, it is expected that the “lack of accountability, delay in action will be dealt with effectively.’’
Urging the departments to create and streamline internal forums, Tassaduq said that there is a need to devise mechanisms where IT tools can be utilized for response oriented approach towards timely grievance redressal. He said that the nodal officers and people should be sensitized to take immediate measures to redress people’s complaints.
Stressing on time bound redressal of grievances filed by people, Tassaduq said that focus should be laid on redressing the concerns properly rather than just disposing them off and it should be ensured that the response is visible at ground level.
The meeting was informed that to deal with frivolous complaints, JKGGC have established a research wing that carries out exercises to ascertain genuineness of complaints and forwards it further to concerned departments after proper scrutiny. In order to ease the whole process, the research wing initially screens the complaints and put them under different categories depending upon their nature.
People can file their complaints to JKGGC through various modes including web portal, 24X7 helpline number, in-person and postal mail. JKGGC also takes suo-moto action on cases highlighted by print and electronic media. The meeting was also informed about the status of complaints lying with various departments.