Section 24 of The Gujarat (Right of Citizens to Public Services) Act, 2013 — Reporting requirements

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Bare section text

Official Legislative Text

24.

(1)Every public authority shall ensure that every Grievance Redressal Officer keeps a record of complaints made to it or appeal therein and the decisions on such complaints and appeals.
(2)Every public authority shall publish in the prescribed manner and in the prescribed time frame, a report mentioning therein-
1. (a)the number of appeals and complaints received;
2. (b)the number of appeals and complaints disposed of;
3. (c)the number of appeals and complaints pending;
4. (d)such other particulars, as may be prescribed, for discharge of its functions under this Act.

Educational Study Layer

Summary

Every public authority must ensure that its Grievance Redressal Officers keep a complete record of all complaints and appeals made to them, as well as the decisions taken on them.
Public authorities must publish a report containing specific performance statistics.
This report must include the number of appeals and complaints received, disposed of, and currently pending.
The report must be published in the manner and within the time frame prescribed by the rules.
The report can also include other details required for the public authority to perform its duties under the Act.

Practical examples

1The Municipal Corporation of Ahmedabad is a public authority under the Act. Under Section 24 of the Act, it must ensure that its Grievance Redressal Officer, Mr. Mehta, maintains a digital register recording every single citizen complaint about delayed birth certificates, the date it was received, and the final decision. Additionally, every year within the time frame prescribed by the government, the Municipal Corporation must publish a public report showing that they received ten thousand complaints, resolved nine thousand of them, and have one thousand pending.

2The State Electricity Board, acting as a public authority, sets up an online portal. To comply with Section 24 of the Act, the portal automatically tracks every appeal filed against electricity billing complaints. At the end of each quarter, the Board compiles these records and publishes a report on its website listing the exact numbers of appeals received, resolved, and pending, ensuring transparency as required by the law.

FAQ

1. Who is responsible for keeping records of complaints and appeals under Section 24 of the Act?

Every Grievance Redressal Officer must keep these records, and the public authority must ensure that this is done under Section 24(1) of the Act.

2. What specific statistics must be published in the report under Section 24 of the Act?

Under Section 24(2) of the Act, the report must mention the number of appeals and complaints received, the number disposed of, and the number pending.

3. Does the Act specify how and when the report under Section 24 should be published?

Yes, Section 24(2) of the Act states that the report must be published in the prescribed manner and within the prescribed time frame.

Practice Quiz

Q1.Under Section 24 of the Act, which of the following is NOT a mandatory detail that must be published in a public authority's report?

Q2.Who has the primary duty to ensure that every Grievance Redressal Officer keeps records of complaints and appeals under Section 24(1) of the Act?

Q3.When must a public authority publish its report under Section 24(2) of the Act?

Q4.Under Section 24 of the Act, what must be recorded by a Grievance Redressal Officer besides the complaints and appeals themselves?

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