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kFri riff-d3 }nig Aifl 4fFimitit t fa ffel 22,6.2020 t liaal tie Areal trail gir/3 wRf-sa duid 4r1 -ka faarPag Brae t tic ilicore.61 fh-Lret Aau1 (c-nolitfti SRO A-0) Pre a1j1 W ltd1 tiierce31 %NS Hilt 7SCf tetTe-2020 (awl M t Were FT 3dt ti f-Ata e16-sr t4ft Iffr6FTrEt6 '4UZZ:tillitf fgZ tiot31R14-41tfEiT*F14etAti -flmi cry iLcia fora pii-ge13E51rnirawn 741c:1-1.k. 1/11494/2020 fife. ).0)....o Armature A Policy on Public Grievance Redressal 2020 SO OS*** *Om *Sipa Government of Punjab Department of Governance Reforms and Public Grievances TABLE OF COMMITS Sr. No. QTEM DESCRIPTION PAGE Na I Introduction 4 II Objective of the policy Ill Definitions TV The process for grievance red a) Interfaces Car !Mae of public grievances 9 b) Categories orappficants 10 Categories of 10 d) State-level redressal II e) District-level redressal C} Pirst 'on of grinaaccs at State Level 12 g) First escalation of grievances at District Level 13 h) Second escalation of grievatiorsat State Leval 14 1) Second escalation of gi nces al District Leval 15 Regarding grievances that require longer tarn redressal 16 k) Process for feedback collection from the applicant 16 V General Guidelines Orley Red.ressal 18 The public grievance redressal mechanism meehanlsm may be understood as thetltateoables citizens of any to voice their dissa delivery of public services, schemes, policies or programmes, k gives citizens a ftumal platform upon which their voices are heard by the government administration end accountability is brought into the system. At the same lime, this mechanism helps the administration understand their citizens' problems better and gives them an opponunity to address these problems in a transparent and effective manner and make policy decisions. Therefore, the Government of Punjab is formulating this "Public Grievance Redressal Policy - 2020" (hereinafter referred to as "the Policy"). In this regard, the Department of Governance Reforms and Public Grievances (DGR&PG), Government of Punjab has builts Punjab Grievance Redressal System (PGRS) which will Et as a singfe wid standardized platform to address public grievances. With the aim of teaching e G r audience and lo ease the public grievance redressal mechanism, the Government of Punjab had previously adopted the PBGRAMS portal in April 2013, devel by e National Informatics Centre. However, it was realised that substantial architecture, technological, and administrative changes Were required to be made for more sophist' use of PBGRAMS. Additionally, complaints were not being disposed of in a lime bound, transparent, and accountable manner. It was therefore decided to build a new application and administrative structure to optimize grievance redressal in the state, The DGR&PG is also working to establish an architecture where the legacy data of PGRS could be analysed with Artificial Intelligence (Al) to help identify duplicate, dubious or bogus grievances such that the Government can spend time and effort towards genuine concerns of its citizens. The mcnt is working towards tools for comprehensive data analysis of the collected and legacy data to prepare a data visual based on geography, nature of grievances and socio-economic indicators of the population. This aggregate data, represented through different variables, will better inform the state to make crucial policy decisions. Hence, the slate envisions that, with the help of this Policy, it will be able to create a multi- nakeholder ecosystem of efficient, accountable and transparent governance. II. Obicolve of the Policy The objective of this policy is to provide an accessible, transparent, ro time bound public grievance rcdressal system for individuals In comprehensive Grievance Redressal Policy with detailed roles an actor, defined timeframes, and processes is being established. This policy intends to use information Technology (R) as an i public grievance redressal ecosystem equitable, de-centralised, Inclusive, and accessible to all individuals. Delinffions For the purposes of this policy, unless the conned otherwise a) "Applicant" means any individual who ap b) "Assistant Commissioner (Grievances mission= (Grievances) cum Member Secreuu-y of Committee thuted in lacunae= with the 3are7/165 24th April 2017 c) ent Diode* Nodal Officer" m an officer inted at the districl concerned department for redressal of grievances received by the department. d) "Department Field Officer" MUMS an officer designated at the field level (e.g. sub- division, block) by the cone depannumt for red ofgrieaoern received by the department. e) "Department State Nodal Officer" the concerned department for nuiressa f) "District Grievance Redraws! Conuninee accordance with the DGR&PG Notification no. 1/1/17-3fat./168 dated 24' April 2017 g) "Escalation" includes voluntary as well as system-generated transfer of a grievance to a higher authority, as per the ss defined in tMs policy, when en applicant is dissatisfied with a redressed. "Grievance" means any applicedion made by an individual seeking any benefit or relief relating to any schemes, policies, programmes, delivery of g or services off by the state government, In respect of failure or delay in providing such benefit or relief, or in respect of violation of any law, scheme, order, polity, progm or service in force In the stale by a authority; but, does not Include matters sub-judict in a court of law or in which any Court or To al has jurisdiction, or personal and family disputes, or mailers under the Right to Information Act 2005 "interface" means the medium through ant and includes mobile app, Sewn K web penal, and Call Centres by DOR&PG. Grievance Redressal System (PGRS)" means the web portal and mobile application developed by DGR&PG as a system for registration, processing and management of evices. k) "Redressed" means resolution of a grievance by the coneentad authority accompanied with a reasoned response la officer appal at the Snit level by ived department. reconstituted in avarice is received from the IV. The process; fbr erreranea red ke of public grievances into PGRS a)Interfa i. Online web portal la person at Sewa Kendra (Sews Kendra o iii. Mobile app iv. Call Centre upload details to PGRS) For grievances received via Interfaces other than the above. such as post, email, texts, etc., they should be scanned and uploaded to the portal for redressal in the following manner, as per the type/category of the recipient i. Recipient: CM Of lied CS Office A copy of the received grievance should be sew to the OGRek.PG at grievances.pb@pumiah gov in within 2 working days from the date of its receipt. DOR&PG shall then upload the grievance to FURS fibr funher action and redremal as per this policy. At this time, a SMS/email notification shall also be sent to the applicant with the tracking number of the grievance and its current status. A SMS/email notification shall also be shared with the applicant to put in all future grjevances to PGRS via any of the NUT menli interfaces under IV (a) It. ltexioient DC Office The received grievance should be forwarded to the ASSiSillTt Commissioner (Grievances) far uploading to PGRS within 2 w days from the date of its receipt for further action and redressal as per this policy. M this time, a SMS/ernail notification shall also be sent to the applicant with the tracking number of the grievance and its current status. A SMS/tmmil notification shell mho be shared with the applicant to put in ell Mum grievances to PGRS via any of the four mendoned interraces wider IV (a) iii. Recipient Depantnent Office The received grievance should he uploaded to PGRS by the Department within 2 working days from the date of its receipt for further action and redressal as per this policy. Upon ruccessibl upload, a notification shall be sent to the applicant vie SMS/ email with the tracking number of the grievance and its current status, A SMS/tmail notification shall also be shared with the applicant to put in all future grievences to PGRS via any of the roar mentioned interfitees under IV (a) b)PCRS shall provide for classification of the applicant Into 2 categories at the time of reghtratloo I. Individual citizens II. Companies registered under the Indian Companies Act 2013/ Partnerships registered under the Indian Partnership MI 1932/ Trusts treistered under the Indian Trusts Act 1862/ Societies registered under the Societies Registration Act 1860/ Any other ' " "*BOth the categories shall follow the same workflow m been defined under this policy. This categorisation shall help PGRS map the grievance to the appropriate department for redressal. c)PGRS shall provide for classification grievances Into 2 categories at the #me of registration of the grievance i. Category I - grievances that require State Level redressal ii. Category 2 - grievances that require District Level el) Category 1- Regarding grievances that require State Level redressed i. Upon receipt of the grievance for State Level redressal, PGRS marks It to the concerned Department State Nodal Officer (DSNO). ii. The DSNO is required to take action on the grievance within 7 working days from the date of its receipt. She/he may