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Complaints and Grievance Redressal

Procedure

Complaints are an expression of dissatisfaction, oral or in writing, about the service or actions of an agency or its staff. DWCD is implementing a convenient and efficient grievance redress process, which is based on the Sevottam standard (IS 15700:2005).

What is a complaint?

Public complaints may include complaints made by members of the public/ beneficiaries on their dissatisfaction with any service delivery process including administrative action such as:

  • Unjust/ not in accordance with the existing laws and regulations,
  • Causing excessive delays in service delivery,
  • Abuse of power,
  • Mal administration
  • Ineffective service delivery,
  • Lack of transparency and discrimination in the delivery of the services.
  • Service devoid of courtesy and human touch

How can complaints be made?

Complaints can be made using the form. The same form can be used to also provide suggestions for service delivery improvement:

Complaints/ Suggestions

Complaint receiving centres/ persons

With regard to ICDS and other services provided at Anganwadi Centre

AWC, Supervisor, CDPO’s office in Taluk level

With regard to services provided at Care Institutions and other services

At CDPO’s office in Taluk level

At Deputy Director (DD) office in District Headquarters

 

With regard to any staff

Supervisor during Monthly meeting

CDPO’s office in Taluk level

Deputy Director (DD) office in District Headquarters

Joint Director (ICDS) office in State Headquarters

The complaints have to be made in writing in Beneficiary Feedback/Complaint Form given in the appendix. When making a complaint, complainants should include the following information:

  • Complainant details including the name of a contact person, address, phone number and email address
  • Details of the problem encountered including the date the problem occurred
  • Provide suggestions to improve services at AWC

To assist in lodging a complaint, the Complaints form can be taken from AWC/BVS or GP. Alternatively, the complaints form can be taken from CDPO office.

How will complaints be handled?

Activity

Timeframe

Acknowledgement- The complainant will be contacted within 8days and will be given an acknowledgement receipt. They will also be provided with details of a contact person. The complainant can contact the contact person to obtain information on the status of their complaint.

Within one week of submission of complaint

Initial assessment- An initial assessment will be undertaken to determine the severity and complexity of the complaint and the need and possibility of immediate action. For less complex complaints it may be possible to provide a response to the complainant without further investigation.

Within one week of initial complaint

Investigation – An investigation will be undertaken by the complaints handling representative. This will cover all relevant circumstances and information surrounding the complaint.

Note: If the complaint is more complex and requiring a more thorough investigation, the complainant will be notified of an extension of this period.

Within 15 working days of initial complaint

Response – A response proposing a decision or action will be provided to the complainant in writing.

Within 15 working days of initial complaint

Close complaint – The complaint will be closed when the complainant is satisfied or when all reasonable internal and external options are exhausted.

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Escalation of Complaint

Complaints can be escalated in case if it is not addressed within the target date.

Complaints

Reporting Authority

If not addressed within 15 days by CDPO

Contact DD office

If not addressed within one month by DD

Contact relevant Joint Director/ Programme Officer at State HQ

 
 

Helplines

 




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