Finance Ministry orders timely disposal of public grievances

The Controller General of Accounts (CGA) in the Finance Ministry has come out with a new standing operating procedure (SOP) for effective redressal of public grievances, strictly within the time limits specified.

It requires that all grievances of public and pensioners received in the CGA office either by letter, email or fax, have to be invariably routed through the public grievance officer (PGO) before sending them to the concerned sections/divisions and grievances received other than through PG portal or emails should be necessarily acknowledged, with an interim reply within three days. The SOP also mandates that all out efforts should be made to redress public grievances within 30 days. If this time limit is breached, the complainant should be given reason for the anticipated delay and the expected time by which the grievance would be redressed. This has to be done with the approval of the Joint CGA.