Right to public grievance
heeralalias
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Jul 26, 2017
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About This Presentation
GUARANTEED GRIEVANCE REDRESSAL
Slide Content
GUARANTEED GRIEVANCE REDRESSAL
Bihar Right to Public
Grievance Redressal Act
2015
Bihar Right to Public
Grievance Redressal Act
2015
A NEW
HUMAN
RIGHT
CONCEPT
A LEGAL RIGHT TO REDRESSAL
NOT JUST HEARNING
HUMAN
RIGHT
CONCEPT
A LEGAL RIGHT TO REDRESSAL
NOT JUST HEARNING
1. BACKGROUND
2. THE BIHAR RIGHT to PUBLIC
GRIEVANCE REDRESSAL ACT 2015
3. IMPLEMENTATION
4. MONITORING
FROM GRIEVANCE DISPOSAL TO REDRESSAL
5. RESULTS
7. THE FUTURE: NEW INTIATIVES
8. OUTCOMES
6. FEW SUCCESS STORIES
2. THE BIHAR RIGHT to PUBLIC
GRIEVANCE REDRESSAL ACT 2015
3. IMPLEMENTATION
4. MONITORING
FROM GRIEVANCE DISPOSAL TO REDRESSAL
5. RESULTS
7. THE FUTURE: NEW INTIATIVES
8. OUTCOMES
6. FEW SUCCESS STORIES
PART 1
BACKGROUND
BACKGROUND
PILLARS OF
CITIZEN-
CENTRIC
GOVERNANCE
INFORMATION
GRIEVANCE
REDRESSAL PUBLIC
SERVICES
CITIZEN-
CENTRIC
GOVERNANCE
INFORMATION
GRIEVANCE
REDRESSAL PUBLIC
SERVICES
PUBLIC
GRIEVANCES
RIGHT TO GRIEVANCE
REDRESSAL LAW
1.RIGHT TO
HEARING ,
RAJASTHAN
2.A NUMBER OF IT-
ENABLED
REDRESSAL
MECHANISMS
3.JANATA
DURBARS-
BIHAR, KERALA,
RAJASTHAN, ETC
NO LEGAL
RIGHT TO
REDRESSAL
HUMAN RIGHTS-BASED LAW
ABSENT TILL 2015 – BIHAR
PIONEER
RIGHT TO PUBLIC
SERVICES ACTS
GRIEVANCES
RIGHT TO GRIEVANCE
REDRESSAL LAW
1.RIGHT TO
HEARING ,
RAJASTHAN
2.A NUMBER OF IT-
ENABLED
REDRESSAL
MECHANISMS
3.JANATA
DURBARS-
BIHAR, KERALA,
RAJASTHAN, ETC
NO LEGAL
RIGHT TO
REDRESSAL
HUMAN RIGHTS-BASED LAW
ABSENT TILL 2015 – BIHAR
PIONEER
RIGHT TO PUBLIC
SERVICES ACTS
Background: PUBLIC GRIEVANCE REDRESSAL:
THE PAST
A JIGSAW PUZZLE
SLOW
SORRY, WRONG DOOR
NO TIME LIMIT
ENDLESS LOOP
THE PAST
A JIGSAW PUZZLE
SLOW
SORRY, WRONG DOOR
NO TIME LIMIT
ENDLESS LOOP
A GENERALIZED REDRESSAL SYSTEM: ENDLESS LOOP
GRIEVANCE SUBMITTED
PERSONALLY OR
ON-LINE
FORWARDED TO
THE RELEVANT
DEPARTMENT
SENT TO THE
RELEVANT
STAFF
RELEVANT STAFF SOLVES
THE PROBLEM/STATES
WHY THE PROBLEM
CANNOT BE SOLVED/ETC.
THE STAFF COULD
BE THE SOURCE OF
THE PROBLEM. SO
FILE NOTINGS MAY
BE NOT GENUINE
CASE IS
STATED AS
‘DISPOSED’ IN
THE FILE
SUPERIOR SUPPOSED TO
VERIFY ‘REDRESSAL’. BUT
DOES NOT HAPPEN DUE TO
VARIOUS CONSTRAINTS
ON GOVERNMENT
RECORDS
DISPOSAL RATE IS
EXCELLENT
COMPLAINANT
NOT SATISFIED
GRIEVANCE SUBMITTED
PERSONALLY OR
ON-LINE
FORWARDED TO
THE RELEVANT
DEPARTMENT
SENT TO THE
RELEVANT
STAFF
RELEVANT STAFF SOLVES
THE PROBLEM/STATES
WHY THE PROBLEM
CANNOT BE SOLVED/ETC.
THE STAFF COULD
BE THE SOURCE OF
THE PROBLEM. SO
FILE NOTINGS MAY
BE NOT GENUINE
CASE IS
STATED AS
‘DISPOSED’ IN
THE FILE
SUPERIOR SUPPOSED TO
VERIFY ‘REDRESSAL’. BUT
DOES NOT HAPPEN DUE TO
VARIOUS CONSTRAINTS
ON GOVERNMENT
RECORDS
DISPOSAL RATE IS
EXCELLENT
COMPLAINANT
NOT SATISFIED
BACKGROUND : THE RESULT
LACK OF ACCOUNTABILITY
LACK OF TRANSPARENCY
LACK OF TIMELINESS
LACK OF ACCOUNTABILITY
LACK OF TRANSPARENCY
LACK OF TIMELINESS
BACKGROUND: REFORMS IN BIHAR
THE CHIEF MINISTER IN THE
PEOPLE’S COURT- JANATA
DURBAR – PUBLIC HEARINGS AT
STATE, DISTRICT, SUB-DIVISIONAL
AND BLOCK LEVELS
AWARD WINNING WEB PORTAL –
BPGRS – IT-ENABLED TRACKING
OF GRIEVANCES FOR ENSURING
REDRESSAL
JANATA DURBAR WEB BASED PGRS
THE CHIEF MINISTER IN THE
PEOPLE’S COURT- JANATA
DURBAR – PUBLIC HEARINGS AT
STATE, DISTRICT, SUB-DIVISIONAL
AND BLOCK LEVELS
AWARD WINNING WEB PORTAL –
BPGRS – IT-ENABLED TRACKING
OF GRIEVANCES FOR ENSURING
REDRESSAL
JANATA DURBAR WEB BASED PGRS
DESPITE GOOD INTENTION THE CITIZEN
WAS FACED WITH DISATISFACTION
WAS FACED WITH DISATISFACTION
DECISION ON
RIGHTS-BASED LAW
IN 2015
RIGHTS-BASED LAW
IN 2015
RECAPITULATION
•PUBLIC FINDS GRIEVANCE REGISTRATION ITSELF A MAJOR PROBLEM
•THE SYSTEM IS MADE SO COMPLEX THAT THE DIFFERENT LAYERS ARE
DIFFICULT TO UNDERSTAND AND NAVIGATE
•THE GRIEVANCE IS ADDRESSED BY THE GOVERNMENT TO THE ONE WHO
MAY BE THE CAUSE OF THE GRIEVANCE IN THE FIRST PLACE, OR HIS/HER
SUPERIOR
•JANATA DURBAR CASES IN BIHAR REVEALED THAT SOME CASES THAT
WERE DISPOSED WERE THOSE IN WHICH THE GRIEVANCE HAD NOT BEEN
REDRESSED
•CITIZEN’S CHARTERS IF THEY EXISTED GAVE AN ADMINISTRATIVE RIGHT TO
APPEAL, ETC. BUT THE CUMBERSOME PROCESS WITHOUT ANY
GUARANTEE HAD LEFT THE CITIZEN ‘FATALISTIC’
•WHILE HUMAN RIGHTS BASED LAWS EXISTED FOR INFORMATION AND
NOTIFIED PUBLIC SERVICES, NONE EXISTED FOR GRIEVANCE REDRESSAL.
•PUBLIC FINDS GRIEVANCE REGISTRATION ITSELF A MAJOR PROBLEM
•THE SYSTEM IS MADE SO COMPLEX THAT THE DIFFERENT LAYERS ARE
DIFFICULT TO UNDERSTAND AND NAVIGATE
•THE GRIEVANCE IS ADDRESSED BY THE GOVERNMENT TO THE ONE WHO
MAY BE THE CAUSE OF THE GRIEVANCE IN THE FIRST PLACE, OR HIS/HER
SUPERIOR
•JANATA DURBAR CASES IN BIHAR REVEALED THAT SOME CASES THAT
WERE DISPOSED WERE THOSE IN WHICH THE GRIEVANCE HAD NOT BEEN
REDRESSED
•CITIZEN’S CHARTERS IF THEY EXISTED GAVE AN ADMINISTRATIVE RIGHT TO
APPEAL, ETC. BUT THE CUMBERSOME PROCESS WITHOUT ANY
GUARANTEE HAD LEFT THE CITIZEN ‘FATALISTIC’
•WHILE HUMAN RIGHTS BASED LAWS EXISTED FOR INFORMATION AND
NOTIFIED PUBLIC SERVICES, NONE EXISTED FOR GRIEVANCE REDRESSAL.
PART 2.
THE Bihar Right to Public
Grievance Redressal Act -
2015
THE Bihar Right to Public
Grievance Redressal Act -
2015
THE BRPGR ACT
OBJECTIVE OF THE ACT
OBJECTIVE OF THE ACT
KEY SECTIONS OF
THE ACT
SECTION 2:
DEFINITIONS
• COMPLAINT: Any
Application that
documents a
grievance and is
not related to RTI,
RTPS, SERVICE
MATTERS AND
COURT CASE
SECTION 2:
DEFINITIONS
•RIGHT TO PUBLIC
GRIEVANCE
REDRESSAL: An
Opportunity of
Hearing and
Redressal
provided to a
citizen
SECTION 2:
DEFINTIONS
•PGROs: Officers who
give the complainants
the right to hearing.
•Public Authority:
Officers whose
responsibility it is to
redress the grievance or
give reasons in writing
why a grievance cannot
be redressed
THE ACT
SECTION 2:
DEFINITIONS
• COMPLAINT: Any
Application that
documents a
grievance and is
not related to RTI,
RTPS, SERVICE
MATTERS AND
COURT CASE
SECTION 2:
DEFINITIONS
•RIGHT TO PUBLIC
GRIEVANCE
REDRESSAL: An
Opportunity of
Hearing and
Redressal
provided to a
citizen
SECTION 2:
DEFINTIONS
•PGROs: Officers who
give the complainants
the right to hearing.
•Public Authority:
Officers whose
responsibility it is to
redress the grievance or
give reasons in writing
why a grievance cannot
be redressed
KEY SECTIONS OF
THE ACT
SECTION 3:
NOTIFICATION
•PGROs
•First Appellate Authority
•Second Appellate
Authority
•Revision Authority
•Stipulated Time Limits
SECTION 4:
NOTIFICATION
•Department-wise
Schemes, Programmes
and Services on which
complaint may be filed
SECTION 5:
RIGHT OF
OPPORTUNITY
•PGRO to give an
opportunity for hearing
•Officers whose help
PGRO may take in
hearing will also be
PGROs
•Stipulated time limit
starts from the date the
complaint is filed.
THE ACT
SECTION 3:
NOTIFICATION
•PGROs
•First Appellate Authority
•Second Appellate
Authority
•Revision Authority
•Stipulated Time Limits
SECTION 4:
NOTIFICATION
•Department-wise
Schemes, Programmes
and Services on which
complaint may be filed
SECTION 5:
RIGHT OF
OPPORTUNITY
•PGRO to give an
opportunity for hearing
•Officers whose help
PGRO may take in
hearing will also be
PGROs
•Stipulated time limit
starts from the date the
complaint is filed.
KEY SECTIONS OF
THE ACT
SECTION 5:
RIGHT OF
OPPORTUNITY
•After Hearing PGRO may
decide
•Redressable
•Alternate Remedy Possible
•Reject with reasons in writing
•In all cases communicate the
decision in writing to the
complainant
SECTION 6:
ESTABLISHMENT OF
INFORMATION AND
FACILITATION CENTRES
•For purposes of efficient
and effective redressal
the Government shall
establish Information
and facilitation Centre
SECTION 7, 8
and 9
•SECTION 7: 1
ST
AND 2
ND
APPEALS
• SECTION 8: PENALTY:
RS.500/- TO 5,000/-
•SECTION 9: REVISION: PGRO
OR PUBLIC AUTHORITY OR 1
ST
APPELLATE AUTHORITY CAN
APPEAL FOR REVIEW IF THEY
DO NOT AGREE WITH THE
PENALTY IMPOSED BY THE
2
ND
APPELLATE AUTHORITY
THE ACT
SECTION 5:
RIGHT OF
OPPORTUNITY
•After Hearing PGRO may
decide
•Redressable
•Alternate Remedy Possible
•Reject with reasons in writing
•In all cases communicate the
decision in writing to the
complainant
SECTION 6:
ESTABLISHMENT OF
INFORMATION AND
FACILITATION CENTRES
•For purposes of efficient
and effective redressal
the Government shall
establish Information
and facilitation Centre
SECTION 7, 8
and 9
•SECTION 7: 1
ST
AND 2
ND
APPEALS
• SECTION 8: PENALTY:
RS.500/- TO 5,000/-
•SECTION 9: REVISION: PGRO
OR PUBLIC AUTHORITY OR 1
ST
APPELLATE AUTHORITY CAN
APPEAL FOR REVIEW IF THEY
DO NOT AGREE WITH THE
PENALTY IMPOSED BY THE
2
ND
APPELLATE AUTHORITY
An opportunity for hearing and redressal of grievance.
Every non-redressal to be accompanied by valid reason
in writing by the Public Grievance Redressal Officer.
Designated Public Authority responsible for the actual
redressal of grievances. An appeals and review process
further strengthens the accountability dimension.
Appellate authorities have also been designated under
the Act who need to deliver time-bound orders.
The procedure is transparent. Every complainant is issued
an acknowledgement receipt with a unique ID, the first date
of hearing and the time limit for redressal
The hearing is open with both the complainant and the
public authority concerned present in the office of the
PGRO.
Every non-redressal to be accompanied by valid reason
in writing by the Public Grievance Redressal Officer.
Designated Public Authority responsible for the actual
redressal of grievances. An appeals and review process
further strengthens the accountability dimension.
Appellate authorities have also been designated under
the Act who need to deliver time-bound orders.
The procedure is transparent. Every complainant is issued
an acknowledgement receipt with a unique ID, the first date
of hearing and the time limit for redressal
The hearing is open with both the complainant and the
public authority concerned present in the office of the
PGRO.
Time-bound redressal: Each of the complaint has to be
redressed within 60 working days. Every appeal to be heard
and disposed within 60 working days. Any delay to be justified
by reasons in writing.
•Personally at the Grievance Redressal Centre.
•Orally through the telephone
•On-line (web portal), by e-mail , mobile app
•Facilitation at each Grievance Redressal Centres
•By Post
Failure to redress a grievance or dispose an appeal off
within the stipulated time period would attract penalties
ranging from Rs.500 to Rs.5000, apart from reiterating
action to redress the grievance.
redressed within 60 working days. Every appeal to be heard
and disposed within 60 working days. Any delay to be justified
by reasons in writing.
•Personally at the Grievance Redressal Centre.
•Orally through the telephone
•On-line (web portal), by e-mail , mobile app
•Facilitation at each Grievance Redressal Centres
•By Post
Failure to redress a grievance or dispose an appeal off
within the stipulated time period would attract penalties
ranging from Rs.500 to Rs.5000, apart from reiterating
action to redress the grievance.
APPLICABLE THROUGHOUT THE
STATE & FOR 44 DEPARTMENTS
NO NEED TO WORRY
ABOUT WHERE TO GO!
FILE COMPLAINT ANYWHERE AND IN
ANY MODE
COMPLAINT TRANSFERRED TO
APPROPRIATE PGRO BY RECEIVING
CENTRE – RULE 5, BRPGR RULES
2016
STATE & FOR 44 DEPARTMENTS
NO NEED TO WORRY
ABOUT WHERE TO GO!
FILE COMPLAINT ANYWHERE AND IN
ANY MODE
COMPLAINT TRANSFERRED TO
APPROPRIATE PGRO BY RECEIVING
CENTRE – RULE 5, BRPGR RULES
2016
AN EARLY ASSESSMENT OF
THE BIHAR RIGHT TO PUBLIC
GRIEVANCE REDRESSAL ACT 2015
GUARANTEEING GRIEVANCE REDRESSAL
Study Conducted by
Technical Assistance Support Team – Governance Unit
Growth, Resources, Opportunities and Wealth Creation
(GROW) Project, Bihar
December 2016
(Updated and revised March 2017)
POWER SYMMETRYPOWER ASYMMETRY
BEFORE BPGRA AFTER BPGR ACT
RESULT
POWER SOME UNIQUE FEATURES OF
THE ACT
THE BIHAR RIGHT TO PUBLIC
GRIEVANCE REDRESSAL ACT 2015
GUARANTEEING GRIEVANCE REDRESSAL
Study Conducted by
Technical Assistance Support Team – Governance Unit
Growth, Resources, Opportunities and Wealth Creation
(GROW) Project, Bihar
December 2016
(Updated and revised March 2017)
POWER SYMMETRYPOWER ASYMMETRY
BEFORE BPGRA AFTER BPGR ACT
RESULT
POWER SOME UNIQUE FEATURES OF
THE ACT
AN EARLY ASSESSMENT OF
THE BIHAR RIGHT TO PUBLIC
GRIEVANCE REDRESSAL ACT 2015
GUARANTEEING GRIEVANCE REDRESSAL
Study Conducted by
Technical Assistance Support Team – Governance Unit
Growth, Resources, Opportunities and Wealth Creation
(GROW) Project, Bihar
December 2016
(Updated and revised March 2017)
ORAL GRIEVANCES
REGISTERED
REDRESSAL- NOT JUST
‘DISPOSAL’ OR ‘HEARING’
REASONS TO BE GIVEN FOR
NON-REDRESSAL IN WRITING
PENALTY FOR NOT
FOLLOWING DUE PROCESS
SOME UNIQUE FEATURES OF
THE ACT
THE BIHAR RIGHT TO PUBLIC
GRIEVANCE REDRESSAL ACT 2015
GUARANTEEING GRIEVANCE REDRESSAL
Study Conducted by
Technical Assistance Support Team – Governance Unit
Growth, Resources, Opportunities and Wealth Creation
(GROW) Project, Bihar
December 2016
(Updated and revised March 2017)
ORAL GRIEVANCES
REGISTERED
REDRESSAL- NOT JUST
‘DISPOSAL’ OR ‘HEARING’
REASONS TO BE GIVEN FOR
NON-REDRESSAL IN WRITING
PENALTY FOR NOT
FOLLOWING DUE PROCESS
SOME UNIQUE FEATURES OF
THE ACT
RECAPITULATION
•A HUMAN RIGHTS BASED LAW FOR HEARING AND REDRESSAL OF PUBLIC
GRIEVANCES
•ARGUABLY THE FIRST IN THE WORLD; THE FIRST IN INDIA
•LEGAL RIGHT TO BE HEARD AND GRIEVANCE REDRESSED
•INABILITY MEANS, REASONS TO BE GIVEN IN WRITING
•PGRO: AN INDEPENDENT, QUASI -JUDICIAL OFFICER WITH NO INTERNAL
DEPARTMENTAL AXE TO GRIND
•ONE-STOP SHOP FOR GIEVANCES RELATED TO ALL
DEPARTMENTS/INSTITUTIONS IN THE STATE OF BIHAR
•NO WRONG DOOR: COMPLAINT CAN BE FILED ANYWHERE; IT WILL REACH
THE APPROPRIATE LOCATION AND DEPARTMENT/SECTION
•TIME BOUND REDRESSAL; EVEN IF DELAYED FOLLOW -UP TILL REDRESSAL
•A HUMAN RIGHTS BASED LAW FOR HEARING AND REDRESSAL OF PUBLIC
GRIEVANCES
•ARGUABLY THE FIRST IN THE WORLD; THE FIRST IN INDIA
•LEGAL RIGHT TO BE HEARD AND GRIEVANCE REDRESSED
•INABILITY MEANS, REASONS TO BE GIVEN IN WRITING
•PGRO: AN INDEPENDENT, QUASI -JUDICIAL OFFICER WITH NO INTERNAL
DEPARTMENTAL AXE TO GRIND
•ONE-STOP SHOP FOR GIEVANCES RELATED TO ALL
DEPARTMENTS/INSTITUTIONS IN THE STATE OF BIHAR
•NO WRONG DOOR: COMPLAINT CAN BE FILED ANYWHERE; IT WILL REACH
THE APPROPRIATE LOCATION AND DEPARTMENT/SECTION
•TIME BOUND REDRESSAL; EVEN IF DELAYED FOLLOW -UP TILL REDRESSAL
PART 3
IMPLEMENTATION --
PROCESS AND
PREPARATION
IMPLEMENTATION --
PROCESS AND
PREPARATION
3.a IMPLEMENTATION -- PROCESS ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
IN
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
REGISTERING THE GRIEVANCE
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
IN
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
REGISTERING THE GRIEVANCE
3.a IMPLEMENTATION -- PROCESS ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
ALL DATA
DIGITIZED ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
IN
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
IN
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
PROCESSING THE GRIEVANCE
CIVIL PROCEDURE
CODE POWERS ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
IMPARTIAL
OFFICER
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
ALL DATA
DIGITIZED ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
IN
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
IN
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
PROCESSING THE GRIEVANCE
CIVIL PROCEDURE
CODE POWERS ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
IMPARTIAL
OFFICER
Power symmetry: Complainant and Public Authority treated equally during the
hearing
Complainant’s right to hearing
Complainant can present the required evidence/proof
Additional information can be given by the complainant during the hearing
Presence of the complainant in the hearing is not mandatory
Public Authority is to attend the hearing with either the redressal of the
grievance or with the SoF report
Empowerment of the Complainant ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
hearing
Complainant’s right to hearing
Complainant can present the required evidence/proof
Additional information can be given by the complainant during the hearing
Presence of the complainant in the hearing is not mandatory
Public Authority is to attend the hearing with either the redressal of the
grievance or with the SoF report
Empowerment of the Complainant ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
3.a IMPLEMENTATION -- PROCESS
TIME
BOUND
WITHIN 60
WORKING
DAYS ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
IN CASE OF
DELAY OR
DENIAL ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
DECIDING THE
COMPLAINT
IN CASE OF
NECESSITY
TIME
BOUND
WITHIN 60
WORKING
DAYS ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
IN CASE OF
DELAY OR
DENIAL ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
I
N
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
DECIDING THE
COMPLAINT
IN CASE OF
NECESSITY
ORDERS
Accepted
Alternative
Remedy
Rejected
Category - 1 Category - 2
Accepted
Alternative
Remedy
Rejected
Category - 1 Category - 2
APPEALS
1
ST
APPEAL
AGAINST DELAY OR
DENIAL OF HEARING
OR REDRESSAL; OR
DISSATISFACTION WITH
PGRO’S ORDER.
AGAINST PGRO
2
ND
APPEAL
AGAINST DELAY OR DENIAL
OF HEARING OR REDRESSAL;
OR DISSATISFACTION WITH
PGRO’S OR 1
ST
APPELLATE
AUTHORITY’S ORDER.
AGAINST 1
ST
APPELLATE
ATHORITY OR PGRO .
2
ND
APPELLATE
AUTHORITY CAN
LEVY A PENALTY
BETWEEN RS.500
AND 5,000/- ON A
PGRO OR ANY PUB.
AUTH.
REVIEW
PGRO, 1
ST
APPELLATE AUTH.
OR PUB. AUTH. CAN FILE A
REVIEW PETITION IN THE
VENT OF A PENALTY LEVIED
ON THEM ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
E-mail
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
ALL DATA
DIGITIZED
1
ST
APPEAL
AGAINST DELAY OR
DENIAL OF HEARING
OR REDRESSAL; OR
DISSATISFACTION WITH
PGRO’S ORDER.
AGAINST PGRO
2
ND
APPEAL
AGAINST DELAY OR DENIAL
OF HEARING OR REDRESSAL;
OR DISSATISFACTION WITH
PGRO’S OR 1
ST
APPELLATE
AUTHORITY’S ORDER.
AGAINST 1
ST
APPELLATE
ATHORITY OR PGRO .
2
ND
APPELLATE
AUTHORITY CAN
LEVY A PENALTY
BETWEEN RS.500
AND 5,000/- ON A
PGRO OR ANY PUB.
AUTH.
REVIEW
PGRO, 1
ST
APPELLATE AUTH.
OR PUB. AUTH. CAN FILE A
REVIEW PETITION IN THE
VENT OF A PENALTY LEVIED
ON THEM ANNEXURE 1:
THE BIHAR RIGHT TO PUBLIC GRIEVNCE REDRESSAL ACT 2015
SINGLE AC COMPLAINTS
ERO/RO
SINGLE DISTRICT / MULTI-AC
COMPLAINTS
DEO
AGGRIEVED
PEOPLE
Toll Free Helpline
SINGLE STATE /MULTI-DISTRICT
COMPLAINTS
CEO
Public Website
PGR SERVER
1. When a complaint is
received, concerned
officer based on the
subject takes
necessary action.
2. Officer may manually
forward a complaint
to next lower
hierarchical level (if
available) for
necessary action.
3. In case of Multi-Level
complaints, the final
decision will be
taken by the next
higher level officer of
the selected
complaint level.
Fax
Phone Call
Letter
SMS
Personal Meeting
Complainant can
know status of his
complaint on Public
Website and
through Call Centre.
NATIONAL / MULTI-STATE
COMPLAINTS
ECI
C
O
M
P
L
A
IN
T
F
O
R
W
A
R
D
I
N
G
1. Complaints from various sources
except Public Website and Toll
Free No. are entered into the
system manually and auto
forwarded to the concerned
officer with an SMS according to
the level chosen by the
complainant.
2. All users at each level have their
own system account for
processing complaints.
COMPLAINT LODGED DIRECTLY
TO CONCERNED OFFICER
2
3
Satisfaction Response for the Action Taken by
the officer is confirmed by personal phone call
and by Call Centre till the complete disposal of
complaint.
4
1. An aggrieved person can
lodge a complaint through
various channels such as Toll
Free No, Public Website,
Letter, Fax, Personal
Meeting, Phone Call and
SMS to concerned officer.
1
5
For each complaint, a
unique Complaint ID via
SMS is sent on
complainant’s registered
mobile/cell phone no.
for tracking purpose.
1a COMPLAINT LEVELS & CONTROLLING
OFFICER
PUBLIC
GRIEVANCE
REDRESSAL
ELECTION COMMISSION OF INDIA
PGR Server
On-line/
Phone
Mobile/Tab
PGR
Centre
Acknowledgement
Issued to
complainant
Allocates a
date of
hearing.
Notice to
Public
Authority to
appear with
evidence and
proposal for
redressal
Order-
Records
Grievance
Redressal
Order-
Redirects
case to RTI,
RTPS-Or
suggests
appropriate
authority
for court
cases
and service
matters
Hearing
TIME-BOUND ORDER
60 DAYS
REASONS IN
WRITING
TWO LEVELS OF APPEAL
ONE REVIEW
COMPLAINTS
RELATED TO 44
DEPARTMENTS
AND OVER 450
SCHEMES,
PROGRAMMES
AND
PLANS
ONE STOP
SHOP
FOR
REGISTERING
GRIEVANCE
ONE STOP
SOLUTION
IMPARTIAL
ARBITRATOR
PENALTY FOR
NON-REDRESSAL
DISSATISFACTION
BOTH SIDES
HEARD
PGRO
ALL DATA
DIGITIZED
INFRASTRUCTURE
INFORMATION
TECHNOLOGY
HUMAN RESOURCE
SUCCESS
BUILT ON THE
FOUNDATION
OF
3. B
PREPARATION
INFORMATION
TECHNOLOGY
HUMAN RESOURCE
SUCCESS
BUILT ON THE
FOUNDATION
OF
3. B
PREPARATION
NEW INFRASTRUCTURE
Separate Counters
Information Display May I Help You Counter
Separate Building
Separate Counters
Information Display May I Help You Counter
Separate Building
NEW INFRASTRUCTURE
Hearing Room
Drinking Water
Waiting Area
Separate Toilets
Hearing Room
Drinking Water
Waiting Area
Separate Toilets
INFORMATION TECHNOLOGY
Call Centre Grievance registration
Online processing PGR server
Call Centre Grievance registration
Online processing PGR server
HUMAN RESOURCES
Independent administrative structure in which posts of PGROs
for all 101 Sub-Divisions, 38 Districts and 44 Department have
been created and postings have been done. EACH PGRO selected
after an intensive selection process
For these offices 1233 posts have been created for Support Staff
and recruitments are being done
In the process of grievance redressal different
authorities DMs, Divisional Commissioners, Secretary
/Principal Secretary at Department level and
Departmental Inquiry/Investigation Commissioner have
been included and given important responsibilities
Independent administrative structure in which posts of PGROs
for all 101 Sub-Divisions, 38 Districts and 44 Department have
been created and postings have been done. EACH PGRO selected
after an intensive selection process
For these offices 1233 posts have been created for Support Staff
and recruitments are being done
In the process of grievance redressal different
authorities DMs, Divisional Commissioners, Secretary
/Principal Secretary at Department level and
Departmental Inquiry/Investigation Commissioner have
been included and given important responsibilities
The PGROs have requisite skills for dealing with
complex administrative, procedural and legal issues.
These PGROs have been sourced from an
experienced group of the BAS cadre.
In addition, they have been imparted intense training
on the spirit and essence of the law and rules before
the implementation began.
The support staff, recruited for their IT skills, have
been imparted training on facilitation skills, a key
element in the first stage of the process, i.e., receipt
of complaints.
HUMAN RESOURCES
complex administrative, procedural and legal issues.
These PGROs have been sourced from an
experienced group of the BAS cadre.
In addition, they have been imparted intense training
on the spirit and essence of the law and rules before
the implementation began.
The support staff, recruited for their IT skills, have
been imparted training on facilitation skills, a key
element in the first stage of the process, i.e., receipt
of complaints.
HUMAN RESOURCES
CAPABILITY BUILDING
Intensive training in BIPARD given to all officers /
staff involved in the implementation of the Act
Training programme has been held for the Public
Authorities as well who had been nominated for the
Grievance redressal so that all are clear about their
responsibilities and can timely and positively redress the
grievances
Training / Workshops are held from time to time for
PGROs and IT staff as well
Intensive training in BIPARD given to all officers /
staff involved in the implementation of the Act
Training programme has been held for the Public
Authorities as well who had been nominated for the
Grievance redressal so that all are clear about their
responsibilities and can timely and positively redress the
grievances
Training / Workshops are held from time to time for
PGROs and IT staff as well
HR CAPABILLITY AND CAPACITY BUILDING
STRENGTH OF THE
PGRO’S ORDER
REMEDY SUGGESTED
APPEALS SYSTEM
3.C DECISION
SUCCESS
BUILT ON THE
FOUNDATION
OF
PGRO’S ORDER
REMEDY SUGGESTED
APPEALS SYSTEM
3.C DECISION
SUCCESS
BUILT ON THE
FOUNDATION
OF
Order
Accepted Complaints under Positive List
THE PGROs ensure the redressal of grievances within time
limit and in the final order passed the redressal of grievance is
considered as accepted by the complainant
In exceptional cases, if the grievance is not redressed within
time limit then the same is kept open as Category 2 for
monitoring since redressal is possible after 60 working days.
The case is monitored till redressal is achieved.
Accepted Complaints under Negative List (Like RTI, BRTPS, etc.
Citizens register grievances which come under the negative
list. In such cases the PGROs after suggesting the alternative
remedy to the complainant in the order sanctioned, dispose
the grievances
Many cases are also referred as per requirement
Accepted Complaints under Positive List
THE PGROs ensure the redressal of grievances within time
limit and in the final order passed the redressal of grievance is
considered as accepted by the complainant
In exceptional cases, if the grievance is not redressed within
time limit then the same is kept open as Category 2 for
monitoring since redressal is possible after 60 working days.
The case is monitored till redressal is achieved.
Accepted Complaints under Negative List (Like RTI, BRTPS, etc.
Citizens register grievances which come under the negative
list. In such cases the PGROs after suggesting the alternative
remedy to the complainant in the order sanctioned, dispose
the grievances
Many cases are also referred as per requirement
PART 4
MONITORING
MONITORING
DIGITAL DATA CAPTURE
The complete system is on a web based software
Grievance can be registered online
Status of the grievance can be seen
Sanctioned orders can be seen online and copy of the same can be
downloaded
Notice to be issued is also system generated
Cause list generation
Interim/Final Sanctioning of orders
Review of the Orders
The complete system is on a web based software
Grievance can be registered online
Status of the grievance can be seen
Sanctioned orders can be seen online and copy of the same can be
downloaded
Notice to be issued is also system generated
Cause list generation
Interim/Final Sanctioning of orders
Review of the Orders
GRIEVANCE PROCESSING: DIGITAL
TRACKING
Transfer of cases which come under jurisdiction of
other PGROs
Cases coming under the negative list posted for the
date of the hearing
Cases which are other than positive or negative list
posted for the date of the hearing
Public Authorities are issued notices for the cases
which come under the category of hearing
All the above mentioned activities are done online
TRACKING
Transfer of cases which come under jurisdiction of
other PGROs
Cases coming under the negative list posted for the
date of the hearing
Cases which are other than positive or negative list
posted for the date of the hearing
Public Authorities are issued notices for the cases
which come under the category of hearing
All the above mentioned activities are done online
ICT IN MONITORING
Dashboard for PGROs and Appellate authorities
Display of the grievances for redressal as per the time
limit for the same. List and details of the grievances within
30 / 45 /60 days
Attendance of the Public Authorities and Complainants
Separate dashboard at HQ level for uploading of
compliance reports
The complete system of monitoring of the case hearing,
pending, disposed and pending for compliance cases is
software based
Dashboard for PGROs and Appellate authorities
Display of the grievances for redressal as per the time
limit for the same. List and details of the grievances within
30 / 45 /60 days
Attendance of the Public Authorities and Complainants
Separate dashboard at HQ level for uploading of
compliance reports
The complete system of monitoring of the case hearing,
pending, disposed and pending for compliance cases is
software based
COMPREHENSIVE MONITORING
•The complete process from hearing to
redressal of a grievance is monitored
• At District Level
• At Sub-Division Level
• At Departmental level
• At HQ level
• Attendance of the Public Authorities and
the same is monitored
•The complete process from hearing to
redressal of a grievance is monitored
• At District Level
• At Sub-Division Level
• At Departmental level
• At HQ level
• Attendance of the Public Authorities and
the same is monitored
COMPREHENSIVE MONITORING (Contd.)
•Complete details of the grievances are registered
•Current status of all the grievances can be seen
•Disposal of the grievances can be tracked within the
time limit
•Quality of the orders sanctioned can se checked
•Tracking of the attendance of the Public Authorities
can be done
•Segregation of redressed and pending for redressal
cases can be done
• Even after time limit, tracking of the disposed cases
can be done
• Department and Service wise segregation of the
grievances can be done
•Complete details of the grievances are registered
•Current status of all the grievances can be seen
•Disposal of the grievances can be tracked within the
time limit
•Quality of the orders sanctioned can se checked
•Tracking of the attendance of the Public Authorities
can be done
•Segregation of redressed and pending for redressal
cases can be done
• Even after time limit, tracking of the disposed cases
can be done
• Department and Service wise segregation of the
grievances can be done
COMPREHENSIVE MONITORING (Contd.)
•Appeals and revision petitions can be tracked
•Separate dashboard for District Magistrate / Divisional
Commissioner / Departmental Secretary or Principal
Secretary / PGRO / Administrative level
• Grievance redressal / compliance prioritized and the
same being monitored
•Review of grievances related to land disputes and
police cases at circle level on every Saturday. And
review at District Magistrate (DM) and Superintendent
of Police (SP) level on every Monday
•Appeals and revision petitions can be tracked
•Separate dashboard for District Magistrate / Divisional
Commissioner / Departmental Secretary or Principal
Secretary / PGRO / Administrative level
• Grievance redressal / compliance prioritized and the
same being monitored
•Review of grievances related to land disputes and
police cases at circle level on every Saturday. And
review at District Magistrate (DM) and Superintendent
of Police (SP) level on every Monday
MONITORING - THE MOST IMPORTANT PART
MONITORING TILL
REDRESSAL NOT
‘DISPOSAL’
MONITORING TILL
REDRESSAL NOT
‘DISPOSAL’
PART 5
RESULTS: SALIENT
STATISTICS
RESULTS: SALIENT
STATISTICS
GRIEVANCES REGISTERED
Positive
1,52,694
Other:
4,416
Negative
18,959
Total Grievances
received: 1,76,069
Positive
1,52,694
Other:
4,416
Negative
18,959
Total Grievances
received: 1,76,069
GRIEVANCES STATUS
1,53,898 Disposed
22,171 in process of disposal
87.4%
12.4%
0.2%
निष्पादित
लंबित मामले (60
कार्य दिवस से कम)
Disposed
Pending cases (within
time limit of 60 days)
Pending cases (beyond
time limit of 60 days)
1,53,898 Disposed
22,171 in process of disposal
87.4%
12.4%
0.2%
निष्पादित
लंबित मामले (60
कार्य दिवस से कम)
Disposed
Pending cases (within
time limit of 60 days)
Pending cases (beyond
time limit of 60 days)
TOP TEN GRIEVANCE-RELATED
SERVICES
Threat to Life/Security
Addition/Removal of Name from…
Land Receipt
Measurement of Land
Action/ Inaction (Police)
Electricity
Land Dispute and disruption of…
Indira Awas Yojana
Public Distribution: Ration Card,…
Encroachment
2,590
4,234
5,065
4,808
5,883
7,298
8,510
8,782
9,815
11,567
3,110
4,340
5,775
5,872
6,643
8,836
10,317
10,378
10,671
13,842
Disposed
Pending
Grievances
registered
Grievances
Disposed
SERVICES
Threat to Life/Security
Addition/Removal of Name from…
Land Receipt
Measurement of Land
Action/ Inaction (Police)
Electricity
Land Dispute and disruption of…
Indira Awas Yojana
Public Distribution: Ration Card,…
Encroachment
2,590
4,234
5,065
4,808
5,883
7,298
8,510
8,782
9,815
11,567
3,110
4,340
5,775
5,872
6,643
8,836
10,317
10,378
10,671
13,842
Disposed
Pending
Grievances
registered
Grievances
Disposed
FIRST APPEAL
1
st
Appeal: 15,265
(10% of the disposed
grievances)
Disposed
12,545
Pending
2,720
1
st
Appeal: 15,265
(10% of the disposed
grievances)
Disposed
12,545
Pending
2,720
SECOND APPEAL
Disposed
: 2,768
Pending:
823
2
nd
Appeal: 3,591
2% of the disposed grievances
Disposed
: 2,768
Pending:
823
2
nd
Appeal: 3,591
2% of the disposed grievances
Disposed
65
Pending
54
REVISION PETITION
65
Pending
54
REVISION PETITION
PART 6
FEW SUCCESS STORIES
FEW SUCCESS STORIES
POSESSION OF THE LAND GIVEN TO RECEIPT
HOLDERS
Siko Paswan and other 9 people from
District Khagaria received the land receipt in
2008-09 but were not able to get the
possession of the complete land
They filed a grievance in the District Public
Grievance Redressal office and in response
notice issued to Public Authority (Circle
Officer, Khagaria)
As a result, the Public Authority after
proper measurement of the land gave the
possession of the same to the receipt holders
The problem of the complainants resolved
and they expressed their satisfaction with the
Act
HOLDERS
Siko Paswan and other 9 people from
District Khagaria received the land receipt in
2008-09 but were not able to get the
possession of the complete land
They filed a grievance in the District Public
Grievance Redressal office and in response
notice issued to Public Authority (Circle
Officer, Khagaria)
As a result, the Public Authority after
proper measurement of the land gave the
possession of the same to the receipt holders
The problem of the complainants resolved
and they expressed their satisfaction with the
Act
ABDUCTED DAUGHTER RETURNS HOME
Mamta, Daughter of Niranjana Gupta went
missing since 04.06.2017 and her mother filed
an FIR on 06.06.2017 but no action was taken
by the Police
Niranjana Gupta registered an online
complaint on 11.07.2016
On 10.09.2016 the Public Authority-SHO
informed the PGRO that the daughter has
been returned to Parents
Mamta, Daughter of Niranjana Gupta went
missing since 04.06.2017 and her mother filed
an FIR on 06.06.2017 but no action was taken
by the Police
Niranjana Gupta registered an online
complaint on 11.07.2016
On 10.09.2016 the Public Authority-SHO
informed the PGRO that the daughter has
been returned to Parents
CANCER TREATMENT BECOMES POSSIBLE DUE TO
CHIEF MINISTER’S MEDICAL AID
Md. Nazaam, district – Purnea was suffering
from cancer and he had applied for aid under the
CM’s Medical aid scheme
On failing to receive the aid, the complainant
registered a grievance
The Departmental Public Grievance Redressal
Officer (Health Department) issued a notice to the
Public Authority (Director Administration, Health
Department)
The Public Authority approved the aid which
resulted in the treatment of the complainant
The complainant appreciated the Act because
of which quick action was taken
CHIEF MINISTER’S MEDICAL AID
Md. Nazaam, district – Purnea was suffering
from cancer and he had applied for aid under the
CM’s Medical aid scheme
On failing to receive the aid, the complainant
registered a grievance
The Departmental Public Grievance Redressal
Officer (Health Department) issued a notice to the
Public Authority (Director Administration, Health
Department)
The Public Authority approved the aid which
resulted in the treatment of the complainant
The complainant appreciated the Act because
of which quick action was taken
RELEASE OF DUE LABOUR PAYMENT
Mahendra Singh, District Samastipur
registered a grievance with the Sub-Division
Public Grievance Redressal Officer on not
receiving the due wages of Rs. 1.17 lakh from
his employer
Notice issued to the Public Authority
(Labour Enforcement Officer)
The Employer released the complete
amount to the complainant, which he said
would not have been possible without the Act
Mahendra Singh, District Samastipur
registered a grievance with the Sub-Division
Public Grievance Redressal Officer on not
receiving the due wages of Rs. 1.17 lakh from
his employer
Notice issued to the Public Authority
(Labour Enforcement Officer)
The Employer released the complete
amount to the complainant, which he said
would not have been possible without the Act
RELIEF FROM THE INCORRECT ELECTRICITY BILL
Om Babu Prasad, District East Champaran
received his electricity bill of Rs. 25,104 in
September 2016. He submitted a request in
the Electricity office, Areraj for the correction
in the bill but the problem was not resolved
On 20.10.2016, Mr. Prasad registered a
grievance in the DPGRO East Champaran and
as a result notice issued to the Public
Authority (Executive Officer, Motihari)
In the first hearing (held on 10.11.2016) itself
the bill was corrected and the revised bill was
given to the complainant
Om Babu Prasad, District East Champaran
received his electricity bill of Rs. 25,104 in
September 2016. He submitted a request in
the Electricity office, Areraj for the correction
in the bill but the problem was not resolved
On 20.10.2016, Mr. Prasad registered a
grievance in the DPGRO East Champaran and
as a result notice issued to the Public
Authority (Executive Officer, Motihari)
In the first hearing (held on 10.11.2016) itself
the bill was corrected and the revised bill was
given to the complainant
RELEASE OF COMPENSATION
Basanti Devi, District Gaya had not received
the compensation under the SC&ST:
Prevention of Atrocities, after the murder of
her son. She registered her grievance in the
DPGRO Gaya
Notice issued to the District Welfare Officer,
Gaya (PA) and the PA accepted the fact that
the compensation to the complainant has not
been released
Compensation of Rs. 5.62 lakh (through
cheque) released to the complainant on
22.10.2016.
The complainant expressed her satisfaction
and praised the Act
Basanti Devi, District Gaya had not received
the compensation under the SC&ST:
Prevention of Atrocities, after the murder of
her son. She registered her grievance in the
DPGRO Gaya
Notice issued to the District Welfare Officer,
Gaya (PA) and the PA accepted the fact that
the compensation to the complainant has not
been released
Compensation of Rs. 5.62 lakh (through
cheque) released to the complainant on
22.10.2016.
The complainant expressed her satisfaction
and praised the Act
RELEASE OF INCENTIVE UNDER THE SWACHH
BHARAT MISSION
Geeta Devi, District Begusarai registered
her grievance in Sub-Division PGRO, Bakhri
on not receiving the incentive amount under
the Swachh Bharat Mission (Urban) scheme
for construction of individual toilets
Notice issued to the Executive Officer,
Bakhri Nagar Panchayat and as a result the
first instalment (Rs. 7500/-) of the incentive
amount released to the complainant
Satisfaction expressed by the complainant
BHARAT MISSION
Geeta Devi, District Begusarai registered
her grievance in Sub-Division PGRO, Bakhri
on not receiving the incentive amount under
the Swachh Bharat Mission (Urban) scheme
for construction of individual toilets
Notice issued to the Executive Officer,
Bakhri Nagar Panchayat and as a result the
first instalment (Rs. 7500/-) of the incentive
amount released to the complainant
Satisfaction expressed by the complainant
SUCCESS STORIES
PART 7
NEW INITIATIVES
NEW INITIATIVES
Launch of Mobile
App
New and improved
website
For Security, System
shifted to Cloud
App
New and improved
website
For Security, System
shifted to Cloud
Addition of new
schemes/programme
s/ services
Decentralization:
District level Public
Authorities to Sub-
Division and Block
level Public
Authorities
Efforts to reduce the
number of hearings
schemes/programme
s/ services
Decentralization:
District level Public
Authorities to Sub-
Division and Block
level Public
Authorities
Efforts to reduce the
number of hearings
Provision to file appeal
on each counter
Constituting technical
panel of retired Engineers
to support the PGROs in
hearings, under process
Review of land dispute
grievances and police
cases at circle level on
every Saturday, and at
DM and SP level on
every Monday
on each counter
Constituting technical
panel of retired Engineers
to support the PGROs in
hearings, under process
Review of land dispute
grievances and police
cases at circle level on
every Saturday, and at
DM and SP level on
every Monday
Inclusion of grievances
received in Department
and Regional Offices in the
BRPGR system
Extensive campaigning
regarding the benefits of
the Acts
received in Department
and Regional Offices in the
BRPGR system
Extensive campaigning
regarding the benefits of
the Acts
RECAPITULATION
•FIRST LAW IN THE COUNTRY TO PROVIDE CITIZENS A RIGHT TO
GRIEVANCE REDRESSAL
•INDEPENDENT PUBLIC GRIEVANCE REDRESSAL OFFICERS
•POWER PARITY
•QUASI-JUDICIAL SYSTEM- SYSTEM OF HEARING WITH PROVISIONS
OF CIVIL PROCEDURE CODE IN OPERATION
•DEDICATED FOUNDATION CREATED – INFRASTRUCTURE, IT AND
HUMAN RESOURCES
•END-TO-END DIGITIZATION
•NO WRONG DOOR POLICY AND ONE STOP SHOP – APPLY
ANYWHERE
•DETAILED MONITORING OF ALL ASPECTS
•FINALLY MONITORING FOR REAL REDRESSAL NOT JUST DISPOSAL
•FIRST LAW IN THE COUNTRY TO PROVIDE CITIZENS A RIGHT TO
GRIEVANCE REDRESSAL
•INDEPENDENT PUBLIC GRIEVANCE REDRESSAL OFFICERS
•POWER PARITY
•QUASI-JUDICIAL SYSTEM- SYSTEM OF HEARING WITH PROVISIONS
OF CIVIL PROCEDURE CODE IN OPERATION
•DEDICATED FOUNDATION CREATED – INFRASTRUCTURE, IT AND
HUMAN RESOURCES
•END-TO-END DIGITIZATION
•NO WRONG DOOR POLICY AND ONE STOP SHOP – APPLY
ANYWHERE
•DETAILED MONITORING OF ALL ASPECTS
•FINALLY MONITORING FOR REAL REDRESSAL NOT JUST DISPOSAL
PART 8
OUTCOMES
OUTCOMES
OUTCOMES
•COMMON PEOPLE AT PAR WITH THE PUBLIC AUTHORITY
•REDRESSAL OF A GRIEVANCE BECOMES A REALITY
•PUBLIC AUTHORITY MORE ALERT BECAUSE OF ACCOUNTABILITY
AND TRANSPERANCY
•FAITH IN THE ACT HAS INCREASED
•AWARENESS REGARDING THE ACT THROUGH WORD OF MOUTH
•EMPOWERMENT OF THE CITIZENS
•COMMON PEOPLE SATISFIED
•COMMON PEOPLE AT PAR WITH THE PUBLIC AUTHORITY
•REDRESSAL OF A GRIEVANCE BECOMES A REALITY
•PUBLIC AUTHORITY MORE ALERT BECAUSE OF ACCOUNTABILITY
AND TRANSPERANCY
•FAITH IN THE ACT HAS INCREASED
•AWARENESS REGARDING THE ACT THROUGH WORD OF MOUTH
•EMPOWERMENT OF THE CITIZENS
•COMMON PEOPLE SATISFIED
FOR A PATIENT
HEARING
HEARING
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