ONLINE GRIEVANCESREDRESSAL SYSTEM

CM WINDOWHARYANA

CM GRS Haryana Grievances Chart

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10000

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30000

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On Jan 2015 On Feb 2015 On March 2015 On Apr 2015 On May 2015 On 18 May 15

Receipts

In Action

Disposed

DepartmentsReceipts Overdue

Pending

Marking

In

ActionDisposed ATR Sent

Director General of Police 10243 138 12 1614 3021 5596

Administrative Secretary Development

and Panchayats5952 1252 39 2349 731 2833

Administrative Secretary School

Education2816 821 11 1213 569 1023

Administrative Secretary Power

Department2676 252 8 673 765 1230

Administrative Secretary Revenue 2252 515 19 985 425 823

Administrative Secretary Urban local

Bodies1944 440 0 797 271 876

Administrative Secretary Town and

Country planning HUDA and Urban estate1637 352 3 541 346 747

Administrative Secretary Food and

Supply1401 129 1 307 438 655

Administrative Secretary Public Health

Engineering1280 310 3 486 259 532

Administrative Secretary Health 1077 47 3 176 264 634

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2000

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6000

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10000

12000

Overdue

In Action

Disposed

ATR Sent

Receipts

DepartmentsReceipts Overdue

Pending

Marking

In

ActionDisposed ATR Sent

Administrative Secretary Development and

Panchayats5952 1252 39 2349 731 2833

Administrative Secretary School Education 2816 821 11 1213 569 1023

Administrative Secretary Revenue 2252 515 19 985 425 823

Administrative Secretary Urban local Bodies 1944 440 0 797 271 876

Administrative Secretary Town and Country

planning HUDA and Urban estate1637 352 3 541 346 747

Administrative Secretary Public Health

Engineering1280 310 3 486 259 532

Administrative Secretary Power Department 2676 252 8 673 765 1230

Administrative Secretary Irrigation 878 161 8 244 201 425

DGP Haryana 10234 150 18 1633 3021 5562

Excise and Taxation 242 146 10 180 13 39

Administrative Secretary Food and Supply 1401 129 1 307 438 655

Department Pendency %age

State Election Commission Haryana 100

Environment 71

Mines and geology 68

Excise and Taxation 60

Chief Electoral Officer 56

Chief Secretary 55

Tourism 50

Ware Housing Corporation 42

Pollution Control Board 42

Public Relations 34

Vigilance 31

Secretary Education 29

Women & Child Welfare 29

CATAGORIES OF DEFECTS IN ATR’S RECEIVED

Disposal on Interim reply.

Incomplete and vague replies.

Disposed off citing non availability of record or persons or officers or complainant or the delinquent.

Non joining of the complainant

No action even then disposed off.

Wrong attachments / incorrect details or attachments / Absence of attachments mentioned to or referred to in the reply.

Delinquent found guilty yet no action.

Overdue without any reason.

Enquiry marked to the same official against whom the complaint was made.

Brief

On the qualitative defects in the ATRs beingreceived from different departments.

Now that majority of the ATRs are beingreceived within the stipulated time frame,another problem regarding qualitative aspectof the action taken is a cause of concerned.By seeing the various reports beingsubmitted the defects in the ATR received canbe categorized (even though notexhaustively) into nine categories briefed.

Disposal on Interim reply

A large number of interim reports arebeing received sometimes only seeking moretime. But thereafter no further action is takenon such grievances and the grievance islocally disposed off.

Incomplete and vague replies

At times such reports are submitted whichfail to communicate anything about theaction taken or purported to have been taken.Such incomplete reports are firstly sent andthereafter the grievance is shown as disposedoff locally. All such grievances are being sentback and are causing unnecessary delay infinal disposal of the grievance.

Disposed off citing non availability of record or persons or officers or applicant or the delinquent

At times it is cited in the ATR that the officialagainst whom the grievance was filed could notbe found. It is also written at times that theapplicant could not be contacted (even thoughthe contact number is correct) and in a few casesit is even be reported that the official who wassupposed to dispose off the grievance is eitherbusy or not available. All such areas are beingsent back.

Non joining of the applicant

Any ATR wherein the applicant has not even being contactedand without taking any action whatsoever. Such grievances arebeing disposed off locally whereas the standing instructions areto contact the applicant even in those cases where the redressalof the grievance is not possible or is not feasible and to counselthe applicant about the problems in redressing his grievance.But these instructions are not being adhered to and this hascaused multiplicity of grievances. To cite an example there wasa grievance in which there were 11 reminders yet all of themwere disposed off locally in a single line reply by a single reportwithout giving any reason or counseling. It is, necessary tocontact the applicant irrespective of the fate or nature of thegrievance. Keeping in view the standing instructions of theworthy Chief Secretary and the Hon’bleChief Minister.

No action even then disposed off

Many action taken reports are being forwardedby the department without doing any action. Allsuch grievances are being referred back.

Wrong attachments / incorrect details or attachments / Absence of attachments mentioned to or referred to in the reply

There are numerous instances where the ATRis in reform of the remark that the grievancehas been disposed off as per the attachmentwhereas no attachment is attached. At timesthe attachment is of some other grievanceand at times wrong grievance number ismentioned on the attachment. And at timesthe facts in the attachment are not connectedwith the grievance at all.

Delinquent found guilty yet no action

A glaring example of inaction is the numberof report wherein the delinquent is held guiltyyet no action is taken and simply the report isforwarded without even perusing the reportat the levels when it is sent up.

Overdue without any reason

All the grievances should be disposed offideally within the stipulated time of 30 daysand in compelling circumstances extension ofthe time should be sought in advance.

Enquiry marked to the same official against whom the grievance was made

Another big problem is that the grievancesmarked to the official against whom thegrievance was being made. This issue wasdiscussed in the meeting Chaired by WorthyChief Secretary also. This kind of mistake infact raises the serious question mark of theentire system and should be curtailed at theearliest to ensure faith in the system.

Points to Remember

1. RTI applications/appeals not to be uploaded.

2. Transfer notes not to be uploaded.

3. Demand for job not to be uploaded.

GUIDELINES TO BE FOLLOWED BY THE NODAL OFFICERS

WHILE ENTERTAINING THE GRIEVANCES

1. Matter should not be disposed off locally on interim replies.

2. Hand written ATRs/interim replies should not be uploaded onthe portal.

3. All official communications/letters which have been mentionedin the ATRs/interim replies be annexed while uploading.

4. Abstain using abbreviations/initialism in the ATRs/interimreplies or if they have used in the ATRs/interim replies then itshould be properly explained in the report/replies itself.

5. Any ATR/interim reply containing more than 50 words be sentin the form of report not as comments.

…Contd

GUIDELINES TO BE FOLLOWED BY THE NODAL OFFICERS

WHILE ENTERTAINING THE GRIEVANCES

6. Any grievances which have been wrongly been forwarded to any department be

sent back to source within 7 days. In case the grievance is not sent back within 7

days it will be presumed that the grievance pertains to that particular department

to whom it has been marked and the same has to be redress by that department

accordingly.

7. In case of complaints wherein allegations are levelled against any specific official,

such complaints should ideally be enquired into by an officer atleast two ranks

senior to the delinquent.

8. In case of not practicable of non feasible on the redressal on the grievances the

directions issued vide letter No. CMGRC/5GC/2015, (copy enclosed be

complied with strictly.

9. No Data Entry Operator shall refuse to entertain any complaints irrespective of

the contents of the complaints in the eventuality of such matters coming to light

wherein the complaints against any specific official is deliberately refused to be

entertained by any Data Entry Operator or Nodal Officer, stern action shall be

taken against him.

10. No RTI application or appeal of RTI or such quasi judicial matters be uploaded

on the portal

Thanks