Govt’s new SOP promises redressal in 10 working days

‘85% pending grievances resolved in 5th review meeting’



Eighty Five percent of the pending grievances with the Chief Minister’s Grievance Cell were resolved in the fifth review meeting at CM’s private office here on Thursday.
The cleared grievances were pending with five departments including JK Police, Traffic Police, State Vigilance, CID and the Home department.
During the meeting, cases pending since 2013 were also discussed and forwarded to the concerned departments.
Project Director Grievance Cell, Saadut Hussain took review of the meeting in which five nodal officers from these departments briefed about the status of the public grievances.
All the complaints escalated to CM grievance cell about traffic department have been resolved, he said.
Public grievances regarding choking of traffic at Dal Gate, Jehangir Chowk, Nishat, Batamaloo and outside Kashmir University gate were also raised with Nodal Officer Traffic department who promised that traffic would be streamlined at all places and no illegal parking would be allowed.
“100 percent grievances regarding SP Pulwama office, 95 percent regarding SP Shopian office, 90 percent regarding SP Handwara and SP Ganderbal were disposed off.” He claimed that police department has resolved most number of cases among all the present departments.
90 percent of the grievances about CID have been resolved mostly include issuance of clearance for passport and 70 percent in Home department, he added.
Barring two grievances regarding criminal/investigative complaints and complaints against police officials that are new, all grievances regarding SSP Srinagar office were resolved, Hussain said.
“In vigilance, majority of the complaints have been resolved except three which are sub-judice. In most of the cases FIRs and preliminary investigation has been started against the officers. Some have been escalated to State Vigilance Commission,” he said.
Project Director claimed that last year resolution rate was only five percent but this year “we achieved 85 percent resolution of grievances.”
For fresh grievances we have started new email id ‘’ in addition to present web portal ‘’ which would be upgraded soon, he claimed.
During the meeting, it was decided that for revamping the grievance cell, a new Standard Operating Procedure (SOP) would be formed according to which all the grievances would be resolved within 10 working days. The critical complaints would be disposed off within 30 working days.
All the concerned nodal officers were apprised about the new SOP and in case the department fails to resolve it within a stipulated timeframe the “case shall be forwarded to the higher rank officer.”
“This central grievance system aims to conduct a review meeting with all departments whether administrative or police on regular basis so that all the public grievances with this office shall be resolved,” Hussain said.
He discussed with various nodal officers the ways to streamline the mechanism of public grievance redresses.
Under the revamped grievance redress system, the government aims to provide tools of accountability and service delivery.


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