Now the problem will be solved in 21 days, the time limit for public grievance redressal has been reduced

New Delhi: The central government has reduced the time limit for public grievance redressal from 30 days to 21 days. Through this, the government is trying to make grievance redressal timely, accessible and meaningful. In the revised guidelines, the government has also suggested the appointment of nodal officers to resolve complaints. According to the instructions issued by the government, a dedicated nodal officer will be appointed in those ministries and departments where the burden of complaints is high. Also, no complaint will be closed just because it is not related to the department. Rather it will be sent to the right ministry and department for resolution.

When the complaint is resolved, the complainant will be informed through SMS and email. After this, the complainant will be called from the Feedback Call Center. If he is not satisfied, he can appeal to higher level officials for action. The appellate officer will independently consider the appeal and it will be disposed of in a maximum of 30 days. The work of the nodal office is to classify complaints, monitor pending cases, oversee the feedback process, improve policy, find out the cause of the problem, match monthly data sets and do supervisory monitoring of grievance redressal officers of the Ministry / Department, etc.

At the same time, for complaints which will take more than 21 days to resolve, the complainant will be informed about the possible time frame in the interim reply. The Department of Administrative Reforms and Public Grievances (DARPG) will also use AI tools for in-depth analysis of complaints received in the ministry and departments, so that false, incorrect and malicious complaints can be identified and complainants can be blocked.