Complete Redressal/Closure of Grievances on CPGRAMS portal (English)

No. C-12012/54/2021-PG Dated: #Approved Date OFFICE MEMORANDUM Complete Redressal/Closure of Grievances on CPGRAMS portal In several cases it has been observed that Grievance Redressal Officers are closing the Public Grievances with the remarks “The grievance is disposed as per the attached letter of concerned office”. However, in many of the cases the concerned document is not found uploaded in the portal. Also, the resolution recorded by GROs also not found self-speaking and reasoned. Such type of incomplete reply leads to conversion of grievance into appeal which is avoidable and leads to dissatisfaction of the grievance sender. In the matter, attention is also invited towards Govt. of India, Department of Administrative Reforms and Public Grievance (DARPG) Office Memorandum No. S-15/21/2021- (PG)-DARPG(e-7085) dated 23.08.2024 (copy enclosed) circulated by ESIC Headquarters, New Delhi letter no. C-12012/50/2022-PG dated 29.08.2024 (copy enclosed) wherein inter alia the following has been prescribed in comprehensive guidelines: “ 7 . 4 It has been observed that in several cases, while closing the grievance GROs do not upload the Relied Upon Document. As such, GROs must ensure to upload any letter/ order issued by the Ministries/ Department for redressal of grievances. They also must give valid and speaking reason while closing the grievances, in case of non-acceptance of request of the citizen.” All the HoOs/ GROs are requested to ensure strict compliance of the same for complete & qualitative resolution of the grievances in a time bound manner. (Ravi Prakash, IOFS) Additional Commissioner (PG) To, 1. All Additional Commissioners & Regional Directors/ Regional Directors (I/c) 2. Directorate (M) Noida/ Directorate (M) Delhi 3. All Deans of Medical Colleges/ PGIMSR/ Dental Colleges/ Principal, Nursing Colleges. 4. All Medical Superintendents of ESIC Hospitals & ESIC Model Hospitals 5. Website Content Manager for uploading on the website of ESIC for information of all concerned. 6. Rajbhasha Branch - with a request to provide Hindi translation of this OM C-12012/54/2021-PG I/2925448/2025 No. C-12012/50/2022-PG Date: 29.08.2024 To, The Regional Director/Joint Director/ Deputy Director In-Charge, ESI Corporation, ROs/SROs. Medical Superintendents, ESIC Hospitals/Model Hospitals. Dean/Head, ESIC Medical/Dental Colleges. Subject: Timely and qualitative disposal of Grievances on CPGRAMS. Sir/Madam, Department of Administrative Reforms and Public Grievance (DARPG) has undertaken a review of existing processes to make CPGRAMS more se nsitive, accessible and meaningful to the citizens. DARPG has issued a comprehensive guideline to strengthen Grievance Redressal Mechanism vide OM dated 23.08.2024 (copy attached). In view of the above, it is advised to comply with the following points while disposing of grievances on the CPGRAMS Portal: a. The maximum redressal time advised by DARPG, for cases in CPGRAMS has been further reduced to 21 days. In such cases, where the redressal requires longer time, an Interim reply may be given stating the reason for the same and expected timeline when the grievance would be resolved. b. The Grievances shall ordinarily be resolved within a time frame of 21 days. However, grievances identified as priority by the system or where early action is critical such grievances shall be attended to promptly and resolved maximum within 3 days. c. If a grievance lacks necessary critical information without which it cannot be processed, the same can be collected either by calling the complainant on his/her registered number by Grievance Redressal Officers (GROs) or use the feature of CPGRAMS for seeking additional information from the complainant. Grievances shall not be closed on the ground of incomplete information without making genuine effort to reach the complainant and get the complete information. d. In no case grievance shall be closed by stating “Does not pertain to this C-12012/50/2022-PG I/1668228/2024 region/office” or its equivalent language. Efforts shall be made to transfer the same to the right authority if the subject of the grievance does not pertain to the receiving region/office. e. The grievance shall be forwarded to the concerned GRO within 48 hours of its receipt on CPGRAMS. f. It has been observed that in several cases, while closing the grievance GROs do not upload the Relied Upon Document. As such, GROs must ensure to upload any letter/order issued for redressal of grievances. g. All GROs must give valid and speaking reason while closing the grievances, especially in case of non-acceptance of request of the citizen. h. User Manual for GRO interface and Citizen interface are also available for self- learning by GROs. A course module on CPGRAMS is available in iGOT. All GROs shall utilize those training facilities to ensure effective and meaningful handling of public grievance. i. It is the responsibility of the GROs to ensure that the grievances are handled with sensitivity and communication to citizens are polite and respectful. In this context, the Heads of Offices of all ROs, SROs, ESIC Hospitals, and Medical or Dental colleges are requested to regularly review grievances pending for more than 15 days on the CPGRAMS portal to ensure that no grievance remains unresolved for more than 21 days. This issues with the approval of competent authority. Hindi version will follow. (Ravi Prakash, IOFS) Additional Commissioner Copy to:- 1. All Divisional Heads, ESIC Hqrs for information. 2. Website Content Manager for uploading on the ESIC Website. C-12012/50/2022-PG I/1668228/2024 F.No. S-15/21/2021-(PG)-DARPG(e-7085) Government of India Ministry of Personnel, Public Grievances & Pensions Department of Administrative Reforms and Public Grievance *** 5th Floor, Sardar Patel Bhawan, Sansad Marg, New Delhi, dated the 23rd August, 2024 OFFICE MEMORANDUM Subject: Comprehensive guidelines for handling the Public Grievances. The undersigned is directed to say that in line with the directions of the Hon’ble PM during his interaction with the Secretaries to the GOI on 29 th June 2024, DARPG has undertaken a review of existing processes to make CPGRAMS more sensitive, accessible and meaningful to the citizen. In the past, DARPG had introduced several measures for strengthening CPGRAMS and also issued a comprehensive guideline to strengthening Grievance Redressal Mechanism vide this Department OM of even no. dated 27.07.2022, which stand revised/reiterated as under: 1. An integrated user-friendly grievance filing platform CPGRAMS is a common open platform for registration of complains by the citizens on any issue against any public authority in Central Government or States/ UT. It provides role-based access to all Central Ministries/ Departments as well as States / UTs. In addition to CPGRAMS, Ministries/ Departments are also having their own public grievance platforms for services rendered by them. Most of the States too have their own portals for Public Grievances. Integration of all these platforms is important to provide citizen a single window experience and wider accessibility to various PG platforms. This will help deduplication and save time and efforts of officials from resolving same grievances on multiple portals. Hence integration of all PG portals of Central Government offices and State/ UTs through API shall be a priority to optimize operational efficiency of all PG portals. 2. Appointment of Nodal Officer for Public Grievances Nodal Officer for Public Grievances plays a pivotal role in ensuring that grievances from citizens are addressed promptly, fairly, and efficiently. While appointing the Nodal officer for PG, the Ministries shall ensure that the nodal officer shall have enough experience, competency and authority to deal with the public complaints. He shall have the knowledge about the work flow and mapping of officers in each and every vertical in the Ministry/Department including attached/subordinate/autonomous bodies. In the Ministries/Departments where large number of Public Grievances are received, it is advised to appoint a dedicated Nodal officer with independent charge on sufficient rank so as to ensure timely and qualitative disposal of public grievances. 1 S-15/27/2024-PG division I/2539/2024