Highlights of “the Right of Citizens for Time-bound Delivery of Goods and Services and

Redressal of their Grievances Bill, 2011”:

♤ Every public authority was required to publish a Citizens Charter within six months of the commencement of the Act.

♤ A citizen may file a complaint regarding any grievance related to:

a) citizens charter;

b) functioning of a public authority; or

c) violation of a law, policy or scheme.

♤ The Bill required all public authorities to appoint officers to redress grievances.

♤ Grievances were to be redressed within 30 working days.

♤ The Bill also provided for the appointment of Central and State Public Grievance Redressal Commissions.

♤ A penalty of up to Rs 50,000 to be levied upon the responsible officer or the Grievance Redressal Officer for failure to render services.

Some states have brought legislation to guarantee the right to public services delivery, but a Central law is required to provide an overarching framework across the country.