The Department of Administrative Reforms and Public Grievances (DARPG) released a list of grievances redressed between 1^st and 18^th September, 2024. According to the same, 67,688 grievances were redressed by the Central Ministries/Departments.

The Top 5 Ministries/Departments in GoI for grievance redressal for the period from 1^st to 18^th September, 2024 are as follows:

The following 4 success stories in effective grievance redressal are presented:

1. Grievance Regarding Non-Receipt of 3rd and 4th Instalment of OROP 2

Shri Sandeep Kumar, an Indian Air Force veteran, reported the non-receipt of the 3rd and 4th installments of OROP 2. Despite migrating to the SPARSH system in November, the payments had not been processed. The complainant filed the grievance on the CPGRAMS portal, after which the case was processed and it was intimated that the payment of Rs. 40,423 was approved by the competent authority.

2. Delay in processing of Maternity Claim

Smt. Anamika submitted her documents in September 2023 for the settlement of her maternity claim but received no assistance from the ESIC Kanpur Naveen Market Branch. Despite her vulnerable condition, she was repeatedly asked to visit the branch. Although she provided all the required documents, she was given unfounded reasons for the delay. Additionally, staff members demanded money to process her claim.Concerned, Smt. Anamika filed a grievance on CPGRAMS. Post the grievance filing, Smt. Anamika's claims were reviewed and she was paid her maternity claim amounting to Rs. 1,54,518 via e-payment on 9th August 2024 i.e. within 1 month of her filing the grievance.

3. Grievance Regarding Wrongful Income Tax Demand and Claim for Refund

Shri Nitin Shrivastava, an employee of Hindustan Petroleum Corporation Ltd, received a wrongful tax demand notice of Rs. 1,77,740 for FY 2013-14 despite being entitled to relief under section 89(1) for arrears paid by the employer. Despite multiple submissions of relevant documents to CPC and ITO Rohtak, no resolution was provided. Post filing the grievance on the CPGRAMS Portal, within 13 days the refund of Rs. 33,770/- was issued.

4. Delay in Sarkari Ujjwala Gas Connection

Smt. Alpana Khatun from Cooch Behar, West Bengal, applied for a Ujjwala Gas Connection through Badal Roy HP Gas Gramin Vitrak. Despite her application, she did not receive the connection. After filing the grievance on the CPGRAMS Portal, the distributor confirmed handing over the connection on 6^th August, 2024, resolving the issue within a week. The complainant has also confirmed the same in writing that she has received the benefits under the scheme.

Citizens can register and file a grievance on the CPGRAMS portal by logging onto the portal www.pgportal.gov.in

***

PSM/AG