The Ministry of Personnel, Public Grievances & Pensions has introduced new guidelines for managing complaints in Ministries, Departments, and Organizations under the Government of India. These updated rules, effective from October 9, 2024, aim to improve transparency, accountability, and efficiency in how complaints are addressed.
Key Highlights of the Revised Guidelines
The updated guidelines modify the previous instructions issued in September 2022. Below are the main changes introduced in the new policy:
Anonymous Complaints Will Be Filed Without Action
The new rules state that complaints without both the name and address of the complainant will not be considered. Regardless of the seriousness of the allegations, such anonymous complaints will be filed immediately without any further investigation.
Non-Specific or Unverifiable Complaints May Be Dismissed
Complaints that contain vague or unverifiable claims may be dismissed by the competent authorities without checking the identity of the complainant. This measure is intended to reduce time wasted on baseless allegations, allowing more focus on credible complaints.
Vigilance-Related Complaints Will Be Scrutinized
Non-anonymous complaints with specific claims of corruption or other vigilance matters will be handled carefully. The Chief Vigilance Officer (CVO) of the respective Ministry or Department will examine these complaints. Non-vigilance complaints, on the other hand, will be handled by the Joint Secretary or Additional Secretary of the concerned department.
Verification of E-mail and Electronic Complaints
Complaints submitted via email or electronic means will undergo a verification process. The Ministry or Department will contact the complainant using registered post or authenticated electronic media. If no response is received within 15 days, a reminder will be sent. Failure to respond will result in the complaint being treated as pseudonymous and subsequently filed without action.
Decision-Making Within Three Months
To ensure timely action, the concerned Ministry or Department must decide whether to pursue or file a complaint within three months of receiving it. If further examination is needed, it may involve either a preliminary inquiry or a full investigation, depending on the situation.
Accused Officers Must Be Informed
If an investigation is deemed necessary, the officer(s) against whom allegations have been made must be informed. A copy of the complaint will be sent to them within 15 days of the decision to proceed with the investigation.
Special Guidelines for Complaints Involving State Government Employees
Complaints against All India Services (AIS) officers or Central Government employees working with State Governments will be forwarded to the respective State Government. The State Government will then decide whether further action is needed, and the officer(s) involved will be notified within 15 days.
Review Committees for Pending Complaints
Each Ministry and Department will establish a Review Committee, including the Chief Vigilance Officer, to monitor pending complaints. Monthly meetings will be held to review cases that have been pending for over two months, ensuring timely resolution.
Handling Complaints Against High-Ranking Officials
For complaints against Secretaries to the Government of India, a group led by the Cabinet Secretary will review and handle the situation. This group includes key government figures such as the Principal Secretary to the Prime Minister and the Secretary of the Department of Personnel & Training (DoP&T). They have the authority to dismiss baseless complaints or initiate action if needed.
Scrutiny of Complaints Against Public Sector Chiefs
Complaints against Chief Executives of Public Sector Enterprises or heads of Public Sector Banks and Financial Institutions will be reviewed by a designated group of officers. This group will follow the new guidelines to ensure fair scrutiny of these high-profile complaints.
Ensuring Fairness and Accountability
The revised guidelines aim to ensure that complaints are handled properly, with safeguards in place to prevent misuse of the complaint process. By refining how complaints are received, verified, and processed, the government hopes to maintain a balance between discouraging unfounded complaints and addressing genuine grievances.
These changes are expected to reduce the administrative burden caused by frivolous complaints while upholding the public’s right to report legitimate concerns.
