Centralized Public Grievance Redress and Monitoring System

Public Grievances Redressal is one of the flagship initiatives for the reformation in governance started by the Indian central government through addressing the grievances of general public. It was created in June 2007 by the Department of Administrative Reforms & Public Grievances. Under the public grievance mechanism any citizen of India can raise their problems, grievance or pleas to the central govt and state government Ministries and Departments. Grievances can be submitted to all important portfolio ministers and departments. The system has been designed in-house by the National Informatics Centre team. It has a telephonic feedback feature also.[1][2][3]

Centralized Public Grievance Redress and Monitoring System
Grievance Redressal Mechanism overview
HeadquartersNew Delhi
Ministers responsible
Grievance Redressal Mechanism executive
  • Ms Prisca Mathew, Executive Deputy Secretary
Parent departmentDepartment of Administrative Reforms and Public grievances
Websitepgportal.gov.in

Prime Minister is the supreme head of the public grievances. Jitendra Singh is currently the Minister for Independent Charge for grievances public personnel and pension Department and Sumita Dasgupta is its deputy secretary.[4][5]

Low effectiveness

Despite the Prime Ministers efforts, the grievance redressal mechanism is said to be yet not effective since most grievances are either rejected, disposed or closed. The bureaucrats are said to dispose pleas and grievances without resolving or addressing the issue. Though government is taking effective measures to help people some of the bureaucrats in the system do not help in sound performance of these schemes.

An example of this could be seen on the case of slain right to information (Right to Information Act) activist Satish Shetty who was murdered in Talegaon Dabhade in Pune on 13 January 2010. Sandeep Shetty, brother of Satish Shetty, said that in July 2015, about a month-and-a-half previously, he had sent all details of the case to “pgportal.gov.in”, the official web portal for public grievances redressal. He said he got a reply saying “Your grievance has been registered vide registration number PMOPG/E/2015/0119691. Please quote the same in your future correspondence.” “But there is no progress further”.[6] The central government bureaucrats tend to send to the state grievance readdressing mechanisms who are more "less" effective and closes the case with no satisfactory response e.g. Jansunwai U.P.

References
  1. "PM Modi launches new public grievances redressal portal 'PRAGATI'". Zee News. 25 March 2015.
  2. Jani, Lisa (24 March 2016). "India launches Telephonic Feedback System for Grievance Redressal". Oneindia.
  3. "Compilation of Guidelines for Redress of Public Grievances" (PDF). Ministry of Personnel, Public Grievances and Pensions. Retrieved 29 December 2016.
  4. "PG portal official Dept heads". Retrieved 16 September 2016.
  5. "PMO council of Ministers". Retrieved 16 September 2016.
  6. Chandan Haygunde (18 October 2015). "Filed complaint with PM's portal, but all in vain, says slain RTI activist's brother". The Indian Express. Retrieved 16 September 2016.


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