Action to be taken by Grievance Redressal Officer

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.