"Citizens Right to Grievance Redress Bill, 2011”. http://darpg.gov.in/darpgwebsite_cms/document/file/Draft_Bill.pdf This is now placed in the public domain for inviting comments and suggestions which can be forwarded at the following email address by 23.11.2011: • pk.jha@nic.in • satish@arpg.nic.in

2. PLEASE TAKE FEW MINUTES AND READ THE IMPORTANT FEATURES OF THE BILL HERE

3. RIGHT TO SERVICE Every Individual Citizen Shall Have The Right To Time Bound Delivery Of Goods And Provision For Services And Redressal Of Grievances.

4. OBLIGATIONS ON PUBLIC AUTHORITY Obligation Of Public Authority To Publish Citizens Charter Specifying The Category Of Goods Supplied And Services Rendered By It, The Time Within Which Such Goods Shall Be Supplied Or Services Be Rendered.

5. HEADS OF DEPARTMENTS The Head Of Department In Each Public Authority Shall Be Responsible For Updating And Verifying The Citizens Charter,Every Year And The Accuracy Of The Contents Thereof.

6. HEADS OF DEPARTMENTS Every Head Of Department Shall Ensure That All Material Be Informed Taking Into Consideration The Local Language And The Most Effective Method Of Communication In That Local Area Free Of Cost.

7. HEADS OF DEPARTMENTS Every Head Of Department Shall To The Extent Possible, Ensure That The Citizens Charter Is Made Available At The Website Of The Public Authority And In Other Electronic Forms And Shall Be Available Free

8. INFORMATION & FACILITATION CENTRE Every Public Authority Shall Establish Information & Facilitation Centre For Efficient And Effective Delivery Of Services And Redressal Of Grievances, Which May Include Establishment Of Customer Care Centre, Call Centre, Help Desk, People’s Support Centre etc

9. GRIEVANCE REDRESS OFFICER Appointment And Obligations Of Grievance Redress Officers, Including For Each Municipality And Panchayat

10. GRIEVANCE REDRESS OFFICER The Grievance Redress Officer Shall Provide All Necessary Assistance To Citizens In Filing Complaints.

11. GRIEVANCE REDRESS OFFICER Redress Officer To Ensure That The Grievance Is Remedied In A Timeframe Not Exceeding 15 Days From The Date Of Receipt Of The Complaint

12. GRIEVANCE REDRESS OFFICER The Grievance Redress Officer Shall Ensure That The Complainant Is Informed In Writing The Manner In Which The Grievance Is Redressed And Shall Give Him A Report In The Form Of An Action Taken Report

13. NON REDRESSAL OF COMPLAINTS TO HEAD OF THE DEPARTMENTS After Expiry Of The Period Of 15days, Report Every Complaint Which Has Not Been Redressed Along Nature Of Complaint, And Reasons For Non Redressal Of Complaints To The Head Of The Department Of The Public Authority.

14. APPEAL TO HEAD OF DEPARTMENT Appeal Can Be Made To Head Of Departments Of The Public Authority After The Period Of 15 Days Gets Over And The Non-redressal Of The Grievance

15. NON REDRESSAL OF GRIEVANCES TO BE DEEMED AS CORRUPT PRACTICES IN CERTAIN CASES IF PRIMA FACIE THE COMPLAINT IS INDICATIVE OF A CORRUPT ACT UNDER THE PREVENTION OF CORRUPTION ACT, 1988

16. ESTABLISHMENT OF THE CENTRAL PUBLIC GRIEVANCE REDRESSAL COMMISSION Any Citizen Aggrieved By A Decision Of The State Public Grievance Redressal Commission, May Within 30 Days Appeal To The Central Public Grievance Commission

17. CENTRAL PUBLIC GRIEVANCE REDRESSAL COMMISSION The Central Public Grievance Redressal Commission Shall Have Original Jurisdiction To Adjudicate Upon Every Application Made To It

18. CENTRAL PUBLIC GRIEVANCE REDRESSAL COMMISSION ProceedingsBefore Central Commission To Be Judicial Proceedings Under Indian Penal Code (IPC)

19. CENTRAL PUBLIC GRIEVANCE REDRESSAL COMMISSION Every Order Made By The Central Public Grievance Redressal Commission Must Be Enforced By The State Public Grievance Redressal Commission

20. CENTRAL PUBLIC GRIEVANCE REDRESSAL COMMISSION ProceedingsBefore Central Commission To Be Judicial Proceedings Under Indian Penal Code (IPC)

21. PENALTY FOR MALAFIDE ACTION A Lump-sum PenaltyAgainst Designated Officials Responsible For Delivery Of Service Or Grievance Redress Officers For Their Malafide Action At The Rate Specified From Time To Time

22. PENALTY FOR MALAFIDE ACTION Disciplinary Proceedings Against Such Officer Of The Public Authority, Who If Proved To Be Guilty Of A Malafide Action In Respect Of Any Provision Of This Act

23. PENALTY FOR MALAFIDE ACTION Judicial Proceedings Against Such Officer Of The Public Authority, Who If Proved To Be Guilty Of A Malafide Action In Respect Of Any Provision Of This Act