PANAJI
With an average of over 2,000 governance-related grievances being received annually, the Directorate of Public Grievances has decided to identify the ‘grievance prone areas’ in the functioning of the government departments.
Also, the public will soon be able to register their government grievances through mobile phones as the department is in process of developing a Mobile App.
According to the department, for the year 2023-24, nearly 2567 grievances were received from the public of which 1391 cases have been disposed-off.
Sources said that the department is in process of formulating a policy in a bid to move the process of grievance redress mechanism from individual grievance redress to identifying the grievance prone areas in the functioning of the department.
Sources said that the majority of grievances include allegations of bribery, malpractices, employee-related harassment, delays in clearing applications or granting permissions, atrocities, pension related, quality of services etc.
“Since these are common grievances raised by the citizens, it is important that we categorise these as “prone areas of grievances”. We will direct the department concerned accordingly to work on these prone areas,” sources said.
Meanwhile, the department is working on using mobile applications on Android and IOS versions for attending the public grievances through an online system. “The department through the GEL is currently in process of designing an App for this purpose,” sources said.
At present, there is an online (email) public grievance redressal system generated by GEL and Central Public Grievances Redressal and Monitoring System, apart from offline mode, through which complaints are being filed.
“The complaints received are forwarded to the department concerned for taking necessary action and they have to submit a compliance report to us,” sources said.
