The commerce ministry has directed the officials concerned to submit monthly report on redress of grievances to the official concerned by seventh of every month, officials said.
The directives came following the upgradation of software of grievance redress system (GRS) by the cabinet division recently.
Aggrieved citizens can lodge complaints if any government departments or agencies under any ministry fail to provide services, mentioned in the citizen charter, to them.
A high official of the commerce ministry told the FE that a training session for the officials concerned of different departments and organisations under the ministry was held on October 15, 2018.
The training session took some decisions and asked the officials of different departments or organisations under the commerce ministry to redress grievances (complaints) filed by any aggrieved citizen for not getting services from any government departments or agencies.
According to the directives, the officials who handle grievance redress must send monthly report by seventh of every month to the section concerned (law section) and its copy to the additional secretary (admin-1) of the commerce ministry for redressing grievances.
The officials were asked to encourage complainants to lodge complaints through e-mail, e-file and call centre for proper entry of complaints.
The complainants will get short message service (SMS) with a certain tracking number through e-mail.
The citizens of the country can lodge their complaints for not getting services from any government offices.
The officials concerned must mention pending cases or complaints of previous months, the number of complaints on the current month and number of disposal of complaints and total number of disposal of the complaints in a month to the designated high official within the timeline.
"We have asked the official (s) concerned to follow the decisions taken by the cabinet division. They should prepare and send monthly report on complaints by seventh of every month to the high official of the ministry," a commerce ministry high official who is involved with the process told the FE.
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