(1) The Complaints Officer shall, if requested by a protected person who is part of any complaint, ensure the protection of the identity of the protected person in the following manner, namely:-
(a) the Complaints Officer shall file one copy of the document bearing the full name, identity and identifying details of such protected person which shall be kept in a sealed cover and in safe custody with the Complaints Officer;
(b) the Complaints Officer shall provide pseudonyms to protected person involved in complaints before him;
(c) the identity of protected person involved in complaints before the Complaints Officer and their identifying details shall be displayed in pseudonym in all documentation and records generated by the Complaints Officer and the establishment in relation to the complaints including in the register of complaints under sub-rule (4) of rule 10;
(d) the identity and identifying details of the protected person involved in a complaint before the Complaints Officer shall not be revealed by any person or their representatives including assistants and staff.
(2) No person shall print or publish any matter in relation to a complaint before a Complaint Officer unless the identity of the protected persons in the complaint is protected.
(3) The Complaints Officer shall comply with the data protection measures in accordance with the provisions of section 11 of the Act.
14. Every establishment which requires to appoint a Complaints Officer shall-
(a) on an annual basis, organise workshops and awareness programmes for sensitising its employees with the provisions of the Act and orientation programmes for the Complaints Officer;
(b) provide necessary facilities for the Complaints Officer for deciding the complaint; and
(c) make available such information as the Complaints Officer may require in deciding the complaint.
15. The appropriate authority under the Central Government shall-
(a) develop and disseminate information, education, communication and training materials to advance the understanding of the public generally and in particular of protected persons, civil authorities and healthcare workers of the provisions of the Act including relating to redressal of rights;
(b) formulate and disseminate orientation and training programmes that may be used by establishments in the training of Complaints Officers under sub-rule (2) of rule 9 and in the counselling of persons found to have violated the provisions of the Act and clause (b) of sub-rule (1) of rule 11;
(c) provide training for the establishments in high burden districts, in coordination with the appropriate authority under the State Government and their Complaints officers in such districts on the implementation of the Act and the rules and shall further provide such trainings on an annual basis;
(d) provide training for civil authorities, and healthcare workers including Accredited Social Health Activists and Anganwadi Workers in high burden districts, in coordination with the appropriate authority under the State Government in such districts on the implementation of the Act and the rules and shall further provide such trainings on an annual basis.
16. Nothing contained in these rules prohibits, limits or otherwise restricts the right of a person to other remedies provided under the Act or any other law for the time being in force to address violations of the provisions of the Act.
12 THE GAZETTE OF INDIA : EXTRAORDINARY [PART II—SEC. 3(i)] FORM Form for making Complaint to Complaints Officer under rule 10
1. Date of Incident ____
2. Place of Incident ____
3. Description of incident _______
4. Person or institution responsible for the incident _____ Signature or Thumb Impression of Complainant* Name: Date:
Mobile No. or email or Fax or Address:
For Official Use only:
Complaint Number: ____ *Where the complaint is received orally or telephonically and reduced to writing by the Complaints Officer, the Complaints Officer shall sign and date the Form.
[F. No. T-11020/50/1999-NACO (P&C)] ALOK SAXENA, Jt. Secy.
Uploaded by Dte. of Printing at Government of India Press, Ring Road, Mayapuri, New Delhi-110064 and Published by the Controller of Publications, Delhi-110054.
2018-09-22T11:16:42+0530 ALOK KUMAR