Letter to President for steps to acknowledge grievances
It is observed that public authorities including central ministries give a stock reply that letters sent to them by post/speed post/e-mail are not received. Most of the public grievances telephones are not attended by anyone
THE FOLLOWING suggestions are made for immediate implementation to give some quick relief to citizens, pending detailed analysis of the problem of not dealing with grievances of citizens by experts and laying down effective procedure.
1. All letters/applications/representations received from citizens via e/mail by any public authority should be automatically acknowledged by machine on receipt, as it is observed that no action is taken on matters received through e/mail. This will not require any budgeting or complicated procedure.
2. Reply by e/mail of matters received by e/mail must be made compulsory, as most public authorities do not use internet for replies, though crores of rupees are spent by the government for computers for expeditious disposal of all matters.
3. Each public authority must provide ``Query`` or ``Information Centre`` on their web sites for giving replies to all queries/information asked by citizens. Each public authority should provide a ‘Grievance Portal’ also with status position.
5. Each letter-head of public authority should contain full postal address with pin, e/mail address of the department, section and of the dealing officer, telephone and mobile number of department/section/dealing officer for easy identification and quick communication. Most of the central ministries do not give address and pin code, leave apart phone and e/mail address.
6. All public authority phones should be provided with recording machines to enable the citizen to get his complaint recorded when no one attends the phone. A devise to record only names, time and date of all calls on such public phones even when someone receives the phone may also help citizens, as any talk/reminder on phone is generally denied by the receiver.
Kindly consider the above suggestions for immediate implementation, which do not require additional funds etc and if introduced will give some relief to citizens facing high-handedness of babudom giving stock replies that representations/letters/applications are not received.
2. Reply by e/mail of matters received by e/mail must be made compulsory, as most public authorities do not use internet for replies, though crores of rupees are spent by the government for computers for expeditious disposal of all matters.
3. Each public authority must provide ``Query`` or ``Information Centre`` on their web sites for giving replies to all queries/information asked by citizens. Each public authority should provide a ‘Grievance Portal’ also with status position.
4. Independent machine number acknowledgements for each letter/representation/application by Centralized Receipt Section for each receipt by post/speed post/personal delivery should be introduced indicating the name of department/section/officer to whom that letter is sent.
5. Each letter-head of public authority should contain full postal address with pin, e/mail address of the department, section and of the dealing officer, telephone and mobile number of department/section/dealing officer for easy identification and quick communication. Most of the central ministries do not give address and pin code, leave apart phone and e/mail address.
6. All public authority phones should be provided with recording machines to enable the citizen to get his complaint recorded when no one attends the phone. A devise to record only names, time and date of all calls on such public phones even when someone receives the phone may also help citizens, as any talk/reminder on phone is generally denied by the receiver.
Kindly consider the above suggestions for immediate implementation, which do not require additional funds etc and if introduced will give some relief to citizens facing high-handedness of babudom giving stock replies that representations/letters/applications are not received.
.A good suggestion; some more to add (1) writer is requested to specify
clearly through atleast three to four model letters conveying the
grievance properly (2) while framing the model letters, wrtier
is requested to keep in mind uppmost majority of the population do not
come under "well educated category"; therefore every care should be
taken to ensure that if there is a grievance faced by one of the most
illetrate citizen of this country - how well he could present his
case on line- experts need to simplify the online grievance
addressal system keeping this particular point upprmost (3) Truly,
if grievances are addressed well in time, nation can have enough
reasons to smile and to keep smiling. I consider the above
suggestion as one of the best in this merinews.com list (4) Acknowledging
every grievance by a self generated number will prove to be a big
hit with the general populace. Against, working on each grievance
and replying each grievance within a stipulated period of time will
just do wonders'. Hope experts do take the above issue seriously
to come out with user friendly formats for addressing grievances,
let it be any issue, in the interest of the nation and well being of
its citizens.
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