"Public grievances are a big issue. Grievances are a symptom of the disease. In this case, it means that the policies are bad. But now we want to change this, and from Saturday the people of Delhi will have a direct interface with the government," chief minister Arvind Kejriwal said. "My cabinet and I will sit on the road outside the Delhi Secretariat at IP Estate in a janata darbar where everyone who has grievances can come and seek direct resolution without the barriers that prevent the common man from reaching out to elected representatives."
The government has already put in place a public grievance redressal system and set timelines for the resolution of every type of complaint. Grievances heard at the durbars will be categorized. The first category will be of urgent cases that need quick action. "Immediate resolution will be sought from the related departments. Where there are complaints that cannot be resolved immediately but can be sorted out within a definite timeline, the minister concerned will forward them to the department with a deadline," Kejriwal said.
Grievances that require policy changes to be redressed will be clubbed in a way that they become the foundation of a new policy. Those that don't figure in any of the above categories will be put in a miscellaneous category and will be dealt with case by case. Kejriwal said the government's compliance system will not rely on official reports alone. "A monitoring system will be created wherein every complainant will get an SMS from the department concerned if a grievance has been resolved and the complainant will be asked for feedback through indicators such as 'yes' and 'no'. If the complainant replies 'no', a volunteer team set up for the purpose will visit the person to find out the reason for the response and report back so that action can be taken," the CM said.
To ensure that the system does not remain limited to the state departments, the government, Kejriwal said, has written to the LG to ensure that MCD, DDA and Delhi Police also respond to the directions for redressing grievances.
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