Grievance Redressal Mechanisms

Grievance Redressal Mechanisms

 

Panchayat-Level Grievance Redressal Committee

The Panchayat-Level Grievance Redressal Committee is a committee constituted to receive, examine, and resolve complaints relating to administrative matters and public services in the Grama Panchayat. Its primary objective is to ensure that the public receive timely, transparent, and effective redressal of their grievances. Citizens may submit complaints either online or in person.

Composition of the Committee

Panchayat President – Chairperson

Members

  • Vice President
  • Chairpersons of the Standing Committees
  • Panchayat Secretary
  • Officers concerned with the complaint
  • An Implementing Officer competent to provide expert advice on matters related to the subject of the complaint
  • The elected member of the Ward concerned with the complaint

Ombudsman

The Ombudsman is a state-level quasi-judicial institution established to hear and resolve complaints relating to corruption, maladministration, and irregularities involving Local Self-Government Institutions, their elected representatives, and officials. The Ombudsman is appointed by the Governor, generally from among persons who have served as High Court Judges.

The procedures followed by the Ombudsman are relatively simple compared with those of ordinary courts. It provides an accessible and comparatively low-cost mechanism for the public to seek redressal of grievances.

Major Powers and Functions of the Ombudsman

Powers

  • To examine allegations and issue appropriate orders.
  • To issue interim orders restraining a Local Self-Government Institution from taking specified actions.
  • To impose compensation and penalties.
  • To exercise powers vested in a Civil Court under the Code of Civil Procedure, 1908, for the purpose of conducting proceedings.
  • To require the assistance and services of any Government officer, including police officers, where necessary.

Functions

  • To provide redressal for grievances raised by the public.
  • To promote integrity and proper administration in Local Self-Government Institutions.
  • To conduct detailed inquiries into complaints contained in petitions, referred by the Government, or otherwise brought to the notice of the Ombudsman.

Matters Outside the Jurisdiction of the Ombudsman

The following matters generally do not fall within the jurisdiction of the Ombudsman:

  • Matters in respect of which the Government has formally and publicly ordered an inquiry.
  • Matters for which a remedy is available before the Tribunal for Local Self-Government Institutions.
  • Matters pending before a court under the Commissions of Inquiry Act, 1952.
  • Complaints filed after three years from the date on which the alleged act or omission occurred. However, a complaint may be admitted if there is sufficient reason for the delay in filing it.

Tribunal for Local Self-Government Institutions

The Tribunal is a judicial mechanism for filing appeals and revision petitions against decisions of Local Self-Government Institutions. The Tribunal is presided over by a judicial officer holding the rank of a District Judge. The Government appoints the Tribunal in consultation with the Chief Justice of the High Court.

The Tribunal is also empowered to examine disputes between Local Self-Government Institutions, and disputes between Local Self-Government Institutions and the Government, and to submit its views to the Government where applicable.

Powers

  • To exercise the powers vested in a Civil Court under the Code of Civil Procedure, 1908, while conducting proceedings.
  • Proceedings before the Tribunal shall be deemed to be judicial proceedings for the purposes of applicable law.
  • To issue interim orders staying proceedings or actions on an application by the petitioner.
  • To issue necessary directions to Local Self-Government Institutions.

Points to be Noted While Filing a Petition Before the Tribunal

Certified copies of the petition and all relevant documents shall be submitted, along with a bank draft of ₹50 drawn in favour of the Tribunal. Additional copies shall be submitted according to the number of respondents.

An appeal should ordinarily be filed within 30 days. Where sufficient cause is shown, an appeal or revision may be filed within a further period of one month.

In cases where an appeal filed before a Local Self-Government Institution has not been disposed of within 60 days, an appeal or revision may be filed before the Tribunal within 90 days. Where sufficient cause exists, an appeal or revision may also be filed within a further period of one month after the prescribed period.

Other Grievance Redressal Mechanisms

Chief Minister's Public Grievance Redressal Cell

An IT-enabled public grievance redressal cell functions under the Office of the Chief Minister of Kerala. Complaints relating to various offices of the State Government as well as Local Self-Government Institutions can be submitted through this system for necessary action.

Complaints can be submitted through the toll-free number 1076 or through the cmo.kerala.gov.in portal.

CM with Me

CM with Me is an initiative designed to facilitate direct communication between citizens and the Government. Members of the public can call the toll-free number to register their grievances. Officials receive the complaint over the phone and forward it to the concerned department for appropriate action.

The “Chief Minister with Me” (CM with Me) comprehensive Citizen Connect Centre has been established to ensure active public participation in governance and to strengthen communication between the Government and citizens. The Centre is intended not only for registering complaints but also for receiving and incorporating the views and suggestions of the public.

Toll-Free Number: 1800-425-6789