No official Railway Board PDF has been traced for this entry yet. The text below was read from the document held in the library.
| Date | 2024-09-01 |
|---|---|
| Type | Commercial Circular |
| Topic | ticket-checking |
| Currency | Currency not verified |
Comprehensive guidelines for handling the Public Grievances grievance is addressed to them shall register the grievance in CPGRAMS.
GOVERNMENT OF INDIA (BHARAT SARKAR)
MINISTRY OF RAILWAYS (RAIL MANTRALAYA)
(RAILWAY BOARD)
No.202 I lP G I 6 I I IDOARPG/Pol icy on CPGRAMS
Dared: 19 .09.2024.
AG Ms/7-Rs
All Indian Railways
GMs/Ptls
CMDs/PSI-rs
DG/RDSO
Sub: Comprehensive guidelines for handling the Public Grievances.
Ref: Railway Board's letter of even number dated 0l-09.2022'
Kind attention is invited to Railway Board's lefter dated 01.09.2024 referred above
conveying detailed gu idelines/timelines as formulated by the Department of Administrative
Retbrms & Public Grievances (DARPG) i.e. nodal Department, regarding handling of public
grievances and strengthening ofredressal mechanism on the Railways through CPGRAMS.
A further review ofthe aforesaid guidelines has since bcen undertaken by the DARPG to
make CPGRAMS more sensitive. accessible and meaningful to the citizens. Pursuant thereto
DARPG has issued revised guidelines on handling public grievances through CPGRAMS. A
copy olOM dated 23.08.2024 issued by DARPG is enclosed for information and for compliance.
In this regard, a few the salient measures, for strerrgthening CPCRAMS, are as under:
Integrated user-friendly grievance filing platform: DARPG has communicated that an
integrated user-friendly grievance filing platform will help citizens to provide single
window experience and wider accessibility to various PC platforms of Central
Min istries/Departments as well as States/UTs and will also help deduplication and save
time and efTorts of officials from resolving same grievances on multiple portais'
Time Limit: Timeline for resolving the grievances has further been reduced to 21 days
from existing timeline of 30 days.
.
(a) The grievances of urgent/priority nalure identified by the system or where early
action is critical. shall be attended to promptly and resolved maximum within 3
days.
Red ressal/Closure of Grievances: DARPG has redesigned its existing Action Taken
Reports (ATR) on CPGRAMS to ensure faster closure of tiivolous cases. In such cases
identified by the Grievance Redressal Officer (GRO) as frivolous, CROs would not
require to submit detailed ATR and feedback will also be disabled on such grievances.
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Benchmarking Performances: Grievance Redressal Assessment Index (GRAI): A
comprehensive GRAI has been introduced by DARPC to assist the
IV{inistries/Departments to review, analyse and streamline their internal grievance
redressal mechanism with SWOT analysis. GRAI is based on 4 dimensions of Efficiency,
Feedback, Domain and organizational Commitment. It ranks the Ministries/Departments
on their relative performance for effective handling ofgrievances.
Review of PG cases/PG Appeals in Senior Officers Meetings (SOMs): To ensure
quality disposal, the secretary of the Ministry (Apex level in Railway set up) may rcview
disposal process in senior officers' meetings.
An illustrative Grievance Handling Process is also annexed with the above mentioned
oM.
In view of the above, it is advised to issue necessary instructions to all concemed for
with the latest guidelines for disposal of grievances on the CPGRAMS Portal.
,c(ilr,
I-\','
(Ratnesh Kumar Jha)
Executive Director Public Grievances
Railway Board
I . EDPG/MR - for kind information of Hon'ble MR.
2. PSOs/Sr.PPSs/PPSs/PSs to CRB & CEO, M(lnfra), M(T&RS), M(O&BD)' M(Fin)'
Secretary, AM(C) for kind information please.
Room No.509, Rail Bhawan, Raisina Road, New Delhi-l10001
DA: As above
All Nodal Officer of CPGRAMS Portal in Railwav Board's office ( As per list)
Copy to: -
F.No. S-15/21/2021-(PG)-DARPG(e-7085)
Government of India
Ministry of Personnel, Public Grievances & Pensions
Department of Administrative Reforms and Public Grievance
***
5th Floor, Sardar Patel Bhawan, Sansad Marg,
New Delhi, dated the 23rd August, 2024
OFFICE MEMORANDUM
Subject: Comprehensive guidelines for handling the Public Grievances.
The undersigned is directed to say that in line with the directions of the
Hon’ble PM during his interaction with the Secreta
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