Grievance Redressal Officers

General202630 sections7 chapters

Chapter III GRIEVANCE REDRESSAL OFFICERS

Statutory text

(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) The Grievance Redressal Officer designated under sub-section (1) shall be an officer of the level as may be prescribed.
(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) 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) 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.

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