(1) Every public authority shall designate as many officers as may be necessary as Grievance Redressal Officers in all departments, administrative units or offices in the Union territory, notified areas, panchayats and such other offices where services are rendered to receive, enquire into and redress any complaints from eligible persons in such manner as may be prescribed:
Provided that the Grievance Redressal Officer so designated shall be an officer of the level as may be prescribed.
(2) Every public authority shall display at its office or its website or customer care centre or help desk or Jan Seva Kendra and at the sales outlet, if any, and at the office of the Grievance Redressal Officer, the name of the Grievance Redressal Officer, his address and telephone number, E-mail address, facsimile number and other means, if any, of contacting him.
Right to services.
Notification of services by Administrator.
Obligation of public authority to publish names of Designated Officers responsible for rendering services.
Grievance Redressal Officers.
(3) Every public authority shall designate such number of Grievance Redressal Officers under sub-section (1) for such areas, as it may consider necessary, for the Grievance Redressal Officer to be easily accessible and available for redressal of grievance of the public.
(4) Where a complainant is unable to make a complaint in writing, the Grievance Redressal Officer shall render all reasonable assistance to the person making the request orally to reduce the same in writing.
7. The Grievance Redressal Officer shall, within three working days of receipt of the complaint, acknowledge such receipt, in writing or through electronic means or through text message or through any other means as may be prescribed, specifying the date, time, place, unique complaint number and particulars of receiver of complaint along with the stipulated time frame within which the complaint shall be redressed.