Grievance Redressal Mechanism


Grievance Redressal Mechanisim is a platform provided by the KP Government to its citizens to voice their dissatisfaction about poor or inadequate performance of the any government institution and hold it accountable for the same.


What is not considered a Complaint?
A general inquiry or request of information on the Departments and areas of work, a contractual dispute with the departments, a general statement about the staff or concerns, a rumor or opinion does not constitute as a ‘complaint’. The complaint requires solid grounds of disagreement to the services and direct experience to be considered under the category of legitimate complaint.

 

Based on the ideology a system is proposed which involves establishment of a Citizens Complaint and Information System referred to as Khyber Pakhtunkhwa Grievance Redressal System (KPGRS) which shall provide the citizens with the ability to file a grievance against any department of KP government, its attached departments and associated offices. The broad objectives of this programme are given below:

  • Grievance/ Complaints raised by People are dealt with courtesy and on time.
  • Improve services delivery to citizen
  • Grievance /Complainants are treated fairly at all times.
  • Complete transparency is maintained with the complainants.
  • All Grievance /complaints are dealt efficiently.
  • Complainants are fully informed of avenues to escalate their complaints / grievances within the Departments and/or Government of KP.
  • Complainants are informed of their rights to alternative remedy if they are not fully satisfied with the response of the concerned authority to their complaints.
  • To ensure all Grievances/ Complaints are logged in defined manner and system.

Key Principles of Complaint Handling & Redressal Mechanism

To ensure the complaints mechanism is effective, trusted and therefore used depends on the following key principles:


Participation
To make Grievace Redressal Mechanism efficient, the effective participation of all the stakeholders involved in redressal mechanism (grievance redressal officers at all department, directorate, and district level)  will be mandatory. Without proper response and effective participation the desired results cannot be achieved. So it is the responsibility of higher management of each department to make it sure that the nominated team for grievance redressal is actively involved in  redressal mechanism .


Confidentiality
The Grievance Redressal Team will need to create an environment of confidentiality in which complainants are more likely to raise concerns, complain or stand in witness to incidents. The public might not raise concerns or complaints if they are in fear of reprisal of retaliation by the Defendant. Confidentiality assures that any information given is restricted to a limited number of staff within the Departments department and that it is not disseminated wider, therefore offering an element of protection and security to the complainant.


Safety
A safe Grievance/Complaint Redressal Mechanism will consider the potential risks and dangers to all parties involved in each process including all the departments, complainant, witnesses, district officials and other parties involved. The Grievance Redressal Mechanism should be designed to incorporate ways to prevent any mishaps, injury or harm to those complainants wishing to raise an issue or complain against any concerned Department. The department will do its utmost to ensure confidentiality and offer protection if necessary and when possible.


Accessibility
A Grievance Redressal Mechanism must be available to be used by as many individuals as possible within any district of Khyber Pakhtunkhwa. The concerned Department will ensure any related complaint is addressed even in remote areas by the district officials and feedback will be provided to the complainant for resolution.


Who can lodge a complaint?
General members of the society who believe a Government Service can do better regarding their duties. This may or may not include members of the public who are directly affected by the performance of the concerned departments.


Key Areas and Types of Complaints
Key areas of a Grievance redressal mechanism may include the following:

  • Behavior ,abuse,or conduct of government official
  • Poor citizen  services
  • Use of force or abuse of authority
  • Transparency in government business process
  • Failure on part of government administration to resolve matters
  • Biased behavior adopted towards complainant

GRIEVANCE REDRESSAL OFFICIER (GRO) AT DEPARTMENT / ATTACHED DEPARTMENT/DISTRICT LEVEL
In order to achieve the desired results the Government has issued the following SOPs:

  • Designated a Senior Officer (BPS-19) or equal as Public Grievances Officers (PGOs)  at each Department level, an office of (BPS-18) at attached department and  an officer (BPS-18 or 17) at each district level departments and  its associated departments who will be responsible:
    • Deal with every grievance in a fair, objective and just manner
    • Analyze public grievances received to help identification of the grievance prone areas in which modification of policies and procedures could be undertaken with a view to making the delivery of services easier and more expeditious
    • Set priority and fix time limits for disposal of work relating to public grievances strictly adhere to such time limits.
    • Inform complainants the name, designation, office and telephone number of the official who is processing the case.
    • The time frame in which a final reply will be sent should also be indicated.
    • Focus attention on analysis of public grievances to identify grievance-prone areas and implement  systemic changes to reduce grievances
  • In order to make the grievance redress mechanism more effective, the following steps need to be taken:

a.       Careful analysis of grievances.
b.        Decision on grievances to be taken at a fairly senior level.
c.       Forwarding the grievances to the departments concerned for
prompt redress.
d.      Reply to complainant informing details of authorities setting
grievances.
e.        Obtaining reply/report from the departments concerned.
f.        A reasoned reply to the complainant, if a grievance cannot be   
settled

DETAILS TO BE RECORDED ABOUT COMPLAINTS
Following details should be recorded about complaints received, but minimum data must include:

  • Name, address and contact number of the complainant
  • Date of receipt
  • Details of the complaint / subject / issue

CYCLE OF GRIEVANCE REDRESS OPERATION
1.   Lodging of the grievance by a citizen
2.  Acknowledgement of acceptance of grievance.
3.  Assessment of grievance regarding follow up action.
4.  Forwarding and transfer
5.  Reminders and clarification
6.  Disposal of the case.
Upon the online lodging of grievance by the citizen, the same electronically reaches the concerned PG Officer of respective Departments/attached departments of GoKP, who makes an assessment of the case and takes up with the concerned Subordinate departments for an early settlement. The grievance gets redressed by the concerned department and the same is intimated to the complainant online