The Delhi (Right of Citizen to Time Bound and Ease of Delivery of Services) Act, 2026

Short title, extent, commencement and application.—

1. (1) This Act may be called the Delhi (Right of Citizen to Time Bound and Ease of Delivery of Services) Act, 2026.
2. (2) It extends to the whole of National Capital Territory of Delhi.
3. (3) It shall come into force on such date as the Government may, by notification, appoint.
4. (4) Save as otherwise provided, this Act shall apply to—
   • (a) Government servants appointed substantively to any civil service or post in connection with the affairs of the Government of the National Capital Territory of Delhi; and
   • (b) Employees of local bodies and authorities owned, controlled or substantially financed by the said Government: Provided that nothing in this Act shall apply to—
     • (i) persons appointed on casual or daily wage basis;
     • (ii) persons employed on contract except when the contract provides otherwise;
     • (iii) persons whose terms and conditions of services are regulated by or under the provisions of the Constitution.
5. (5) The provisions of this Act shall apply only in respect of such services as may be specified in the Schedule, and to such Departments, local bodies, autonomous bodies or statutory organisations as may be notified by the Government for the purposes of this Act.

Definitions; - In this Act, unless the context otherwise requires,--

1. (a) “Appeal” means an appeal filed either by the Citizen or the Designated Officer against orders passed under this Act including cases of default;
2. (b) “Applicant” means a person or a legal entity who has filed a valid application before the Designated Officer for delivery of services mentioned in the Schedule of this Act;
3. (c) “Application” means a duly filled, complete and correct application for delivery of any of the services mentioned in the Schedule;
4. (d) “Authority” means the “Citizen Grievance Redressal Authority” appointed under section 6;
5. (e) “Autonomous body” means an autonomous body under the administrative jurisdiction of the Government;
6. (f) “Commission” means the “Delhi Right to Service Commission” constituted under section 10;
7. (g) “Default” means those cases in which the applications have not been disposed within the stipulated time by the authorities prescribed under this Act as well as those cases in which rejection of application has been subsequently found unreasonable and unjustified by the authorities prescribed under this Act;
8. (h) “Delhi” means the National Capital Territory of Delhi;
   • (i) “Department” means a department of the Government, local body, autonomous body or statutory organization, as the case may be;
9. (j) “Designated Officer” means a government officer posted in any of the Department, who is responsible for providing any of the services listed under this Act and includes “Link Designated Officer”;
10. (k) “Government” means the Lieutenant Governor of the National Capital Territory of Delhi appointed by the President under Article 239 and designated as such under Article 239AA of the Constitution;
11. (l) “Link Designated Officer” means an officer who, as per orders of the Competent Authority, is required to look after the work of the Designated Officer during his period of absence due to leave, official tour etc;
12. (m) “Local body” means any public authority, Municipal Corporation of Delhi, New Delhi Municipal Council, Delhi Cantonment Board, Delhi Jal Board, Town Planning Authority, Delhi Development Authority, or any other body or Authority, by whatever name called, for the time being invested by law to render essential services of public utility within the territory of Delhi or to control, manage or regulate such services within a specified local area thereof;
13. (n) “Notification” means a notification published in the official Gazette;
14. (o) “Prescribed” means prescribed by the rules made under this Act;
15. (p) “Rules” means rules made by the Government under this Act;
16. (q) “Schedule” means the Schedule appended to this Act;
17. (r) “Services” means services specified in the Schedule; “Statutory organisation” means an organization under the administrative jurisdiction of the Government;
18. (t) “Time limit” means maximum time to provide the service by the Designated Officer as notified in the Schedule.

Right of citizen to obtain time bound delivery of services Right of citizen to obtain time bound delivery of services.—

1. (1) The Government may, by notification, notify the Services and the time limit for delivering the service, to which this Act shall apply;
2. (2) The Government may, by notification, notify the Designated Officer and Citizen Grievance Redressal Authority for each service.
3. (3) Every citizen shall have the right to obtain the citizen related services in Delhi in accordance with this Act within the time period as stipulated in the Schedule.
4. (4) Power to Amend the Schedules:-
   • (i) If the Government is satisfied that it is necessary or expedient so to do, it may, by notification, amend the Schedule:
   • (ii) A copy of every notification issued under sub-section (1), shall be laid before the House of Legislative Assembly of Delhi as soon as may be after it is issued.

Liability of Designated Officer to deliver services within the stipulated period.-- Every Designated Officer shall be responsible for providing the services specified in the Schedule from time to time within the time limit prescribed therein from time to time.

Filing, Monitoring and disposal of the application.—

1. (1) Every applicant shall make a duly filled application in the manner prescribed, to the Designated Officer for obtaining any service.
2. (2) Every application received under this Act shall be assigned a unique application number by the concerned Department or local body, as the case may be, and the applicant shall be entitled to obtain and track the status of such application online in such manner as may be prescribed.
3. (3) Every Department shall maintain the status of all such applications online and shall ensure that such status is updated in accordance with the procedure prescribed by the rules.
4. (4) The Designated Officer shall, on receipt of an application, either provide the service or reject the application within the notified time limit: Provided that where the application is rejected, the Designated Officer shall record the reasons in writing and communicate the same to the applicant.
5. (5) The notified time limit shall commence from the date of receipt of a complete application for the Service by the Designated Officer or by any other officer authorised by him in this behalf.
6. (6) For the purposes of this sub-section, an application successfully submitted online shall be deemed to have been received by the Designated Officer.

Appointment of Citizen Grievance Redressal Authority:-

1. (1) Every Department shall appoint by notification, officers of adequate seniority as Citizen Grievance Redressal Authority empowered to discharge duties under the Act.
2. (2) The Authority shall be at least one or two level senior to the Designated Officer.

Appeal before Citizen Grievance Redressal Authority.—

1. (1) In case of breach of timelines by the Designated Officer an appeal shall automatically lie before the Authority.
2. (2) The appeal shall be automatically lodged before the Authority and the original application shall be deemed to be an appeal for the purpose of Section 7 of this Act.
3. (3) In case of rejection of application by the Designated Officer, the applicant may prefer an appeal before the Authority. The Appeal may be filed online.
4. (4) In case of appeals filed under subsection (2) and (3) above, the applicant shall be provided an appeal number to enable him to track the status of his appeal.
5. (5) The Authority, upon receipt of the appeal, shall issue a notice to the Designated Officer seeking his comments on the inaction or denial of the service to the applicant; Provided that, if on examination of the appeal, it appears to the Authority that the default in providing the service is prima facie wrong and unreasonable, he is not required to issue any notice, and instead shall direct the Designated Officer to provide the service within 07 days or such period as may be specified in the order.
6. (6) The Authority shall decide the appeal on merits and shall not remand the appeal to the Designated Officer for reconsideration.
7. (7) The Authority shall decide the appeal within 30 days of the receipt of appeal. The decision shall be communicated to both the parties in the manner prescribed.
8. (8) Where, in the course of proceedings, the Authority is of the opinion that the default in providing the service was unjustified or unreasonable, it may, by an order in writing—
   • (a) direct the Designated Officer to provide the service to the applicant; and
   • (b) require the Designated Officer to show cause why a penalty should not be imposed for failure to provide such service.
9. (9) The Designated Officer against whom such notice is issued may submit a representation within seven days from the date of receipt of such notice. Where no such representation is received within the said period, or where the explanation submitted is found to be unsatisfactory, the Authority may, by order, impose such penalty as deemed fit upon the Designated Officer and direct the concerned accounts functionary to recover the amount of penalty from the salary of such Designated Officer: Provided that no such penalty shall be imposed unless the Designated Officer has been given a reasonable opportunity of being heard: Provided further that where the Authority is satisfied that the default in delivery of the service is not attributable to the Designated Officer against whom notice has been issued, but to any other Designated Officer and/or any other officer/official involved in the process of providing such service, it may, by order—
   • (a) withdraw the notice issued against such first-mentioned Designated Officer; and
   • (b) issue a show cause notice to such other Designated Officer and/or any other officer/official involved in the process of providing such service, found responsible for the delay, and thereafter proceed against him in accordance with the provisions of this section.
10. (10) The Authority shall, before passing any order determining liability under this Act, observe the principles of natural justice.

Liability to pay penalty:-- If the Authority or the Commission, while deciding the appeal of the citizens comes to the conclusion that the Designated Officer and/or any other officer/official involved in the process of providing such service has committed a default without sufficient and reasonable cause it may, apart from directing the Designated Officer and/or any other officer/official involved in the process of providing such service to provide the service within a specific time; i. Impose a penalty at the rate of Two hundred fifty rupees per day of default subject to a maximum of Five thousand rupees in each case where the application is not decided within the stipulated time. ii. Impose a lump sum penalty of not less than Two hundred fifty rupees and not more than Five thousand rupees in each case where the application has been unreasonably and unjustifiably rejected. iii. The amount of penalty, so levied shall be deposited in the Government treasury in the manner prescribed. Provided that before imposing such penalty, an opportunity will be given to the Designated Officer and/or any other officer/official involved in the process of providing such service to give his/her explanation which shall be considered by the Authority or Commission before imposing the penalty.

Right of appeal:-

1. (1) In case of breach of timelines by the Authority, an appeal shall automatically lie before the Commission.
2. (2) The Applicant or the Designated Officer, if aggrieved by the order of the Authority shall be entitled to file an appeal before the Commission against such order within a period not exceeding thirty days of the receipt of the impugned order: Provided that that the Commission may entertain the application after the expiry of the said period of thirty days, if it is satisfied that the appeal could not be filed in time due to reasonable cause.
3. (3) The appeal under Sub section (2) may be filed online. In both the cases i.e. Sub section (1) and (2), an appeal number shall be provided to the appellant to enable him to track the status of his appeal;
4. (4) The Commission, may confirm, modify or set aside the orders passed by the Authority. The order of the Commission shall be final and binding.
5. (5) For disposing of the appeal, the Commission shall follow the prescribed procedure.

Constitution of Commission:

1. (1) The Government shall constitute a Commission to be called the “Delhi Right to Service Commission” for the purpose of this Act: Provided that until the Right to Service Commission is constituted under this Act, the Government may, by notification, designate the Public Grievance Commission to discharge the functions of the Right to Service Commission under this Act.
2. (2) The Commission shall be a statutory body, known by the aforesaid name, having perpetual succession and a common seal with power, subject to the provisions of this Act, to acquire, hold and dispose of property, both movable and immovable and to contract and shall, by the said name, sue or be sued.
3. (3) IT Department will be the Administrative Department of the Commission.

Composition of the Commission:-

1. (1) The Commission shall consist of a Chairman and three Members who shall be appointed by the Government.
2. (2) The Chairman shall be a serving or retired officer not below the rank of Chief Secretary of Government of NCT of Delhi or Secretary to the Government of India.
3. (3) At least one of the Members shall be a retired officer not below the rank of an Administrative Secretary of Government of NCT of Delhi or its equivalent rank and status in any of the services of the State, including officers of All India Services.
4. (4) Other Member/s shall be persons of eminence in public life having special knowledge or practical experience in the field of administration or management or education or science or law or literature or social service or human rights.

Powers of Chairman Powers of Chairman:-

1. (1) The Chairman shall exercise general superintendence and direction over the affairs of the Commission. The Chairman shall preside over the meetings of the Commission and shall exercise and discharge such powers and perform such functions as are vested in the Commission, in accordance with the rules made under this Act.
2. (2) In the event of the absence of the Chairman, or a vacancy in that office, the Government may nominate one of the Members to discharge the functions and exercise the powers of the Chairman.
3. (3) A Member nominated to discharge the functions and powers of the Chairman shall not be entitled to any compensation, allowance or facility in addition to what he would be entitled to as a Member.

Term of Office and Conditions of Service of Chairman and Members:-

1. (1) The Chairman and the Members shall hold office at the pleasure of the Government or till they attain the age of sixty-five years, whichever is earlier.
2. (2) The Chairman or the Member shall, before he enters upon his office, take an oath of allegiance before the Lt. Governor or some other person appointed by him in that behalf.
3. (3) The salaries and allowances payable to and other terms and conditions of service of the Chairman and Members shall be as maybe prescribed.
4. (4) The Commission may be provided by the Government with such numbers of officers and staff as may be necessary for the efficient performance of the Commission under this Act.
5. (5) The Government shall provide adequate funds for smooth functioning of the Commission.

Resignation Removal and Suspension of Chairman or Members:-

1. (1) The Chairman and the Members may resign from their office by giving notice in writing to the Lt. Governor and upon such resignation having being accepted, they shall be deemed to have vacated their office.
2. (2) The Chairman and the Members shall be removed from his office only by order of the Government on the ground of proven misconduct, misbehavior or incapacity.
3. (3) The Government may suspend from office, and if deem necessary, prohibit also from attending the office Chairman and the Members, during any inquiry ordered by the Government.
4. (4) Notwithstanding anything contained in sub-sections (1) and (2), the Government may, by order, remove from office, Chairman and the Members, as the case may be, if he,—
   • (a) is adjudged an insolvent; or
   • (b) has been convicted of an offence which, in the opinion of the Government, involves moral turpitude; or
   • (c) engages during his term of office in any paid employment outside the duties of his office; or
   • (d) is, in the opinion of the Government, unfit to continue in office by reason of infirmity of mind or body; or
   • (e) has acquired such financial or other interest as is likely to affect prejudicially his functions as the Chairman or Member.
5. (5) If the Chairman or any of the members in any way is concerned or interested in any contract or agreement made by or on behalf of the Government or participates in any way in the profit thereof or in any benefit or emoluments arising there from otherwise than as a member and in common with the other members of an incorporated company, he shall, for the purposes of sub-section (2), be deemed to be guilty of misconduct.

Powers and Functions of Commission:-

1. (1) It shall be the duty of the Commission to ensure proper implementation of this Act and to make suggestions to the Government for ensuring better delivery of services.
2. (2) For this purpose the Commission may: -
   • (i) entertain and dispose of appeals filed by the applicant or the Designated Officer and/or any other officer/official involved in the process of providing service, against the orders of the Authority;
   • (ii) carry out inspections of offices entrusted with the delivery of services and the offices of the Designated Officers or the Authority;
   • (iii) recommend Departmental action against any officer or employee of the Department, who has failed in due discharge of functions cast upon him under this Act;
   • (iv) recommend changes in procedures and process re-engineering for delivery of services which may make the delivery more transparent and easier: Provided that before making such a recommendation, the Commission shall consult the Administrative Secretary in charge of the respective Department which is to deliver the service;
   • (v) recommend additional services to be notified under section 3 and may also suggest modifications in the notifications already issued for better implementation of this Act;
   • (vi) issue general instructions, not inconsistent with the provisions of this Act for the guidance of Designated Officers and the Authority;
   • (vii) impose penalty on Designated Officer or any other official involved in the process of providing such service up to a sum of five thousand rupees;
   • (viii) review its decisions, directions and orders.
3. (3) Where the Commission is satisfied that there are reasonable grounds to inquire into matters arising out of the provisions of this Act, it may, suo moto, initiate an inquiry in respect thereof.
4. (4) The Commission shall, while inquiring into any matter under this section, have the same powers as are vested in a Civil Court while trying a suit under the Code of Civil Procedure, 1908, in respect of the following matters, namely:-
   • (i) summoning the parties;
   • (ii) receiving oral evidence on oath or written evidence on affidavits;
   • (iii) requiring the discovery and inspection of documents;
   • (iv) requisitioning of any public record from any office;
   • (v) obtaining copies of record from any court in accordance with law;
   • (vi) issuing summons for examination of witnesses or documents; and
   • (vii) any other matter, which may be prescribed.
5. (5) The Commission may frame its regulations for the conduct of its business and any such matter, as it may deem fit only after the approval of the Government.
6. (6) The Commission shall prepare an annual report regarding its activities and the status of disposal of the services included in the Act.

E-Governance-(1) The Government shall endeavour and encourage all the departments by mutual understanding to deliver their respective citizen related services in a stipulated time period as part of e-governance.

1. (2) For facilitating the delivery of service to the citizens, the Government may make suitable arrangement for providing the facility of online filing of applications, for receiving updates of application and for auto-escalation in cases of default by the Designated Officer.
2. (3) The Government shall also establish an audit mechanism for monitoring the entire system in the manner as prescribed.

Deemed service condition.-- The provisions of this Act shall be deemed to be part of service conditions of the government servants including such servants of local bodies of the Government.

Supplement.-- The provisions of this Act shall be in addition to, and not in derogation of, the disciplinary, financial, and other applicable service rules and regulations governing the service conditions and conduct of employees of the Government or the concerned local body, as the case may be.

Power to make rules.--

1. (1) The Government may, by notification, make rules for carrying out the provisions of this Act.
2. (2) In particulars, and without prejudice to the generality of the foregoing power, such rules may provide for all or any of the following matters, namely:--
   • (i) the manner and the forms of giving notice under this Act;
   • (ii) the procedure governing preliminary enquiry, adjudication of appeal by the Authority and imposing of penalty;
   • (iii) the procedure governing submission of the appeals to the Commission and adjudication of these appeals by the Commission;
   • (iv) the procedure pertaining to application for obtaining services;
   • (v) the procedure governing generation of application number online;
   • (vi) the procedure governing managing, maintaining, operating of online status of the applications of citizen related services;
   • (vii) any other matter which is required to be, or may be prescribed.
3. (3) Every rule made under this Act by the Government shall be laid, as soon as may be after it is made, before the House of Legislative Assembly of Delhi, while it is in session, for a total period of thirty days which may be comprised in one session or in two or more successive sessions, and if before the expiry of session immediately following the session or the successive sessions aforesaid, the Legislative Assembly agrees in making any modification in the rules or the Assembly agrees that the rule should not be made, the rule shall thereafter have effect only in such modified form or be of no effect, as the case may be; so, however, that any such modification or annulment shall be without prejudice to the validity of anything previously done under the rule.

Power to remove difficulties:

1. (1) If any difficulty arises in giving effect to the provisions of this Act, the Government may, by order published in the official gazette; make such provisions not inconsistent with the provisions of this Act, as appear to it to be necessary or expedient for removing the difficulties: Provided that no such orders shall be made after the expiry of a period of two years from the date of commencement of this Act.
2. (2) Every order made under this section shall, as soon as may be, after it is made, be laid before the House of Legislative Assembly of Delhi.

-1 21. Savings and Repeal:

1. (1) Save as otherwise provided in this Act, on and from the date of commencement of this Act, Delhi (Right of Citizen to Time Bound Delivery of Services) Act, 2011 and the rules made there under is hereby repealed.
2. (2) The repeal of the said Act and rules shall not—
   • (a) revive anything not in force or existing at the time of such repeal; or
   • (b) affect the previous operation of the repealed Act or rules and orders or anything duly done or suffered thereunder; or
   • (c) affect any right, privilege, obligation, or liability acquired, accrued or incurred under the repealed Act or rules or orders under such repealed Acts or rules.
3. (3) Applications or other proceedings pending under Delhi (Right of Citizen to Time Bound Delivery of Services) Act, 2011 on the date of coming into force of this Act shall be deemed to be applications and proceedings under the Delhi (Right of Citizen to Time Bound and Ease of Delivery of Services) Act, 2026.