Grievance Redressal Mechanisms
Panchayat Level Grievance Redressal Committee
A Panchayat Level Grievance Redressal Committee is a committee formed to receive, examine and resolve complaints raised by the people of the Gram Panchayat regarding administration or services. Its main objective is to provide justice to the public in a speedy and transparent manner. Complaints can be submitted online or in person by the public.
Composition of the Committee
Panchayat President – Chairperson
Members
Vice President
Standing Committee Chairpersons
Panchayat Secretary
Related Officers
Executive Officer who is competent to provide expert advice on the subject matter of the complaint
Member of the ward concerned with the complaint
Ombudsman
The Ombudsman is a state-level judicial body established to hear and resolve complaints about corruption, maladministration, and lawlessness of local self-government institutions and their public representatives and officials. A retired High Court judge is appointed as the Ombudsman by the Governor. The procedures are different and simpler than those of other courts. The Ombudsman is the most cost-effective mechanism for resolving complaints for the public.
Main powers and duties of the Ombudsman.
Powers
To examine allegations and pass orders.
To pass an interim order restraining the local self-government institution from taking specific actions.
To impose compensation and fines
Powers vested in a civil court to try a case under the Civil Procedure Act, 1908
The power to require the services of any government officer, including police officers.
Duties
To provide redress to the grievances of the people
To improve the administration of local self-government institutions.
To conduct a thorough investigation into the grievances contained in a complaint or referred to by the Government or brought to the notice of the Ombudsman.
Matters not within the purview of the Ombudsman
Matters formally and publicly ordered for investigation by the Government
Matters to be redressed by the Local Self-Government Tribunal
Matters pending before a court under the Commission of Inquiry Act, 1952
A complaint made after 3 years from the date of the alleged matter (but a complaint may be entertained if there is sufficient reason for not being able to make the complaint)
Tribunal
A tribunal is a judicial body for filing appeals/revision petitions against the decisions of local self-governing bodies. The tribunal is a judge of the rank of a district judge. The government appoints the tribunal in consultation with the Chief Justice of the High Court. The tribunals have the power to examine disputes between local self-governing bodies and between them and the government and report their opinions to the government.
Powers
Powers vested in a civil court under the Civil Procedure Act, 1908 while trying a case
Any proceeding before the tribunal shall be deemed to be a judicial proceeding under the Indian Penal Code
An interim order may be issued to stay the proceedings on the application of the petitioner.
Power to issue necessary directions to the local self-governing bodies.
Things to note while filing a petition with the Tribunal
A certified copy of the petition and related documents along with a bank draft of Rs. 50 in favour of the Tribunal should be sent. As many copies as there are of the opposing parties should be submitted.
An appeal should normally be filed within 30 days. However, if there is sufficient reason, an appeal/revision can be filed up to one month after this period.
In cases where an appeal has been filed with the local self-government bodies and is not disposed of within 60 days, a revision/appeal can be filed with the Tribunal within 90 days. However, if there is sufficient reason, an appeal/revision can be filed within one month after this period.
Other Grievance Redressal Mechanisms
Chief Minister's Grievance Redressal Cell
An IT-based Public Grievance Redressal Cell is functioning at the Chief Minister's Office. This cell receives and takes action on complaints related to various offices of the state government and complaints related to local governments. Complaints can be lodged on the toll-free number 1076 or on the portal cmo.kerala.gov.in.
CM With Me
CM With Me is a program for direct interaction between the people and the government. If the public has a complaint, they can call this toll-free number. After answering the phone call, the officials will listen to the complaint and forward the complaint to the department to which it is related.
To ensure active participation of the people in governance and further strengthen communication between the government and the people, a comprehensive Citizen Connect Center named "CM With Me" or CM With Me has been started. The objective of this center is not only to lodge complaints but also to gather the opinions of the people.
Toll free number:- 1800-425-6789.