State Governments have developed methods for addressing public complaints. The Chief Ministers’ office generally has a public grievance cell which receives complaints from citizens, forwards these to the concerned departments and follows them up. Certain Chief Ministers conduct regular public forums and utilize electronic media to listen to and address public issues. In some States, Ministers and senior officials travel to districts and even rural areas, accompanied by staff, to hear and resolve citizens’ concerns. 

At the district level, the District Magistrate typically serves as the District Public Grievance Officer. He/she oversees the resolution of various complaints submitted by the public. In particular States, the Zila Panchayats have also established their own systems for addressing public grievances.

Statutory and Institutional Mechanisms for Grievance Redressal in India

The following are the statutory and institutional frameworks in place to receive complaints from citizens and ensure effective resolution of such complaints.

The Central Vigilance Commission (CVC)

The CVC accepts complaints directly from the affected individuals. It also collects information regarding corruption and other misconduct from various sources, including media reports, audit findings, and insights from parliamentary discussions. Complaints concerning Central Government employees that are received by the State Vigilance Commissions are forwarded to the CVC. Upon receiving complaints, the Commission may direct:

• the relevant ministry/department to investigate the issues; 
• the Central Bureau of Investigation (CBI) to conduct an inquiry; and 
• the CBI to file a case and carry out an investigation.

The CVC has established protocols that administrative ministries/departments must follow when handling complaints directed to them. These issues must be addressed by the relevant ministries/departments. The CVC may provide guidance to ministries/departments on any matters pertaining to integrity within the administration. It has the authority to request reports, returns, or statements from all ministries/departments to facilitate its overall monitoring and oversight over vigilance and anti-corruption efforts. It can also assume direct control of any complaint or case for further action. 

In addition to this, the CVC plays a significant role in the selection of the Chief Vigilance Officer for each ministry/department. Consultations with the CVC are necessary before making such appointments. Furthermore, the CVC is authorized to evaluate the performance of the Chief Vigilance Officer, and this evaluation is noted in the officers’ character rolls. Lastly, any plans for reorganizing or enhancing the Vigilance Organization by the Chief Vigilance Officers must be submitted to the CVC for review.

Lokpal and Its Powers

Lokpal is an institution designed to combat corruption in India, acting as an ombudsman for addressing complaints and issues related to corruption. This entity was established under the Lokpal and Lokayuktas Act, 2013, and has the authority to investigate and prosecute corruption cases involving public officials.

The role of Lokpal in redressing grievances can be summarised as follows:

• Receiving complaints: Lokpal accepts complaints from citizens regarding allegations of corruption against public officials. Complaints can be submitted via an online portal, through postal mail, email, or in person.
• Investigating complaints: Once the complaint is received, Lokpal has the power to investigate the allegation and take necessary action against the accused public officials. The Lokpal has the power to summon documents, witnesses, and even the accused for questioning.
• Prosecuting cases: If the Lokpal finds that the allegations are true, it can initiate prosecution against the accused. The Lokpal has the power to prosecute public officials, including the Prime Minister, Cabinet Ministers, Members of Parliament, and Group A officers.
• Providing recommendations: Lokpal can provide recommendations to the government on policy and administrative changes to prevent corruption. It can also recommend actions against officials found guilty of corruption.

Lokayukta perform a similar role in relation to the state government.

National Human Rights Commission (NHRC)

The National Human Rights Commission (NHRC) is a statutory body established by the Protection of Human Rights Act, 1993 to protect and promote human rights. Its primary role is to investigate complaints of human rights violations and provide redressal to the victims.

The NHRC receives complaints of human rights violations from individuals, organizations, or even media reports. The Commission then conducts an inquiry into the matter and takes appropriate action to provide justice to the affected persons. This can include recommending compensation, filing a lawsuit, or taking disciplinary action against the responsible officials.

The NHRC can also take Suo moto cognizance of human rights violations based on media reports or other information. It can initiate investigations, conduct inquiries, and take appropriate measures to redress the grievances of the victims.

Furthermore, the NHRC plays a critical role in educating people about their human rights and promoting awareness about human rights issues. It conducts workshops, seminars, and awareness programs to raise public awareness about human rights and empower people to take action against violations.

National Commission for Women (NCW)

National Commission for Women is a statutory body in India that was established in 1992 with the aim to safeguard and promote the rights of women in India. It works towards empowering women, redressing their grievances and addressing the issues related to gender discrimination and violence against women.

The role of NCW in redressing grievances is to investigate and take action against complaints of discrimination and violence against women. It receives complaints from women or their relatives regarding any issue related to harassment, sexual harassment, domestic violence, dowry-related issues, or any other type of discrimination faced by them.

NCW has the power to summon and examine witnesses, issue notices to the respondents, make recommendations, and forward cases to the police or other appropriate authorities for further investigation and action.

It also promotes gender sensitization and awareness programs, conducts research, and recommends policy changes to the government for the betterment of women. NCW also provides legal and counselling support to women who approach them with complaints.

National Commission for Scheduled Castes (NCSC)

The National Commission for Scheduled Castes is a constitution established under article 338 of the constitution to safeguard the interests of the Scheduled Castes community in the country. One of the primary functions of the commission is to redress grievances of the Scheduled Castes population.

The National Commission for SC plays a crucial role in redressing the grievances of the Scheduled Castes community in the following ways:

• Investigation: The commission has the power to investigate complaints received from the Scheduled Castes community and take appropriate action to provide relief to them.
• Mediation: The commission acts as a mediator between the Scheduled Castes community and government agencies or other institutions to resolve grievances and disputes.
• Legal Intervention: The commission can intervene in legal proceedings to ensure that the rights of the Scheduled Castes community are protected and their grievances are addressed.

Advocacy: The commission advocates for the rights and interests of the Scheduled Castes community and promotes awareness of their issues and concerns.