Chapter IV APPOINTMENT AND OBLIGATIONS OF GRIEVANCE REDRESSAL OFFICERS

6.

1. (1) Every public authority shall, within two months from the date of notification issued under section 4, designate as many officers as may be necessary as Grievance Redressal Officers in all administrative units or offices at the State, district and block levels, municipal corporations, municipalities, notified areas, panchayats and such other offices where services are rendered to receive, enquire into and redress any complaints from eligible persons in the manner as may be prescribed: Provided that the Grievance Redressal Officer so appointed shall be at least one level above, and be deemed to have administrative control on the Designated Officer.
2. (2) Every public authority shall, immediately on appointment of a Grievance Redressal Officer, display at its office or customer care centre or help desk and at the sales outlet, if any, website and at the office of the Grievance Redressal Officer, the name of the Grievance Redressal Officer, his address and telephone number, e-mail address, facsimile number and other means, if any, of contacting him, in respect of each area for which the Grievance Redressal Officer has been appointed.
3. (3) The Grievance Redressal Officer shall provide all necessary assistance to citizens in filing complaints.

7. All complaints shall, within three working days of the making of the complaint, be acknowledged by a receipt, issued in writing or through electronic means or through text message or through any other means as may be prescribed, specifying the date, time, place, unique complaint number and particulars of receiver of complaint along with the stipulated time frame within which the complaint shall be redressed.

8.

1. (1) Upon receipt of a complaint made under section 6, it shall be the duty of the concerned Grievance Redressal Officer to ensure that:-
   • (a) the grievance is remedied in the prescribed time frame;
   • (b) The reason for the occurrence of the grievance is identified, the grievance is redressed satisfactorily within the prescribed time frame and the responsibility, if any, of the defaulting person is fixed;
   • (c) where the grievance has occurred as a result of a deficiency, negligence or malfeasance on the part of an individual, then the action will be taken in accordance with the applicable rules after affording an opportunity of hearing to the Designated Officer and the eligible person;
   • (d) where the Grievance Redressal Officer is convinced that the individual responsible for the rendering of the services has wilfully neglected to render the service or there exist 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 in writing refer the same to the appropriate authority.
2. (2) The Grievance Redressal Officer shall ensure that the complainant is informed in writing the manner in which the grievance is redressed.

9. The Grievance Redressal Officer shall, within the prescribed time frame, report every complaint which has not been redressed along with the details of the complainant, nature of complaint, and reasons for non-redressal of the complaint to the Appellate Authority.