Chapter III GRIEVANCE REDRESSAL OFFICERS

1. (1) Every public authority shall within one month from the date of coming into force of this Regulation, designate such number of officers as may be necessary as Grievance Redressal Officers in all departments, administrative units or offices in the Union territory, municipal areas, panchayats and such other offices where public services are rendered, to receive, enquire into and redress complaints from eligible persons in such manner as may be prescribed.
2. (2) The Grievance Redressal Officer designated under sub-section (1) shall be an officer of the level as may be prescribed.
3. (3) Every public authority shall display at its office, website, customer care centre, help desk, service centre, Jan Seva Kendra, if any, and at the office of the Grievance Redressal Officer, the name, designation, address, telephone number, e-mail address and such other means of contacting the Grievance Redressal Officer.
4. (4) Every public authority shall designate such number of Grievance Redressal Officer under sub-section (1) for such areas, as it may consider necessary, for the officers to be easily accessible and available for redressal of grievances of the public.
5. (5) Where a complainant is unable to make a complaint in writing or through electronic form, the Grievance Redressal Officer shall render all reasonable assistance to the person making the request to reduce the complaint in writing or to register it through the electronic form.

The Grievance Redressal Officer shall, within three working days of receipt of a complaint or an auto-appeal, acknowledge its receipt in writing or through electronic form or text message or through such other means as may be prescribed, specifying the date, time, place, unique complaint or appeal number.

1. (1) Upon receipt of an appeal under sub-section (5) of section 5 or a complaint under section 6, it shall be the duty of the Grievance Redressal Officer concerned to ensure that—
   • (a) the grievance is redressed within such time limit as may be prescribed;
   • (b) the reason for the grievance is identified and it is redressed satisfactorily and the responsibility, if any, of the defaulting person is fixed;
   • (c) where the grievance has occurred as a result of deficiency, negligence or malfeasance on the part of any individual, action is taken in accordance with the applicable rules; and
   • (d) if the Designated Officer or any other person who is responsible for rendering public service has wilfully neglected to render the service or there exists prima facie grounds for a case under the Prevention of Corruption Act, 1988, the Grievance Redressal Officer shall make an observation to that effect and refer the matter to the appropriate authority under the said Act in writing.
2. (2) The Grievance Redressal Officer shall take steps for redressal of complaint or disposal of appeal, as the case may be, received under sub-section (1) within such period as may be prescribed.
3. (3) If the Grievance Redressal Officer has failed to redress the complaint or dispose the appeal within the time limit provided under clause (a) of sub-section (1), it shall be generated as an auto-appeal before the Designated Authority.
4. (4) The Grievance Redressal Officer shall ensure to inform the complainant regarding the redressal of his complaint or disposal of his appeal, as the case may be.
5. (5) The Grievance Redressal Officer, after the expiry of the time limit provided under clause (a) of sub-section (1), shall report every complaint or appeal which has not been redressed by him along with the details and reasons for their non-redressal, to the Designated Authority.