Citizen Charter
പൗരാവകാശ രേഖയും 2012 ലെ സേവനാവകാശ നിയമവും
A Citizen Charter is a policy-oriented service document that informs the public about the services available from a local body, the conditions for availing such services, and the time limit within which the services will be provided. When a new governing committee assumes office, it is required to prepare and publish a Citizen Charter detailing the services provided by the Panchayat within six months. The responsibility for providing services in accordance with the Citizen Charter is vested with the concerned officials. Sections 272A(1) and 272A(2) of the Kerala Panchayat Raj Act provide details regarding this matter.
Right to Service Act, 2012
The Right to Service Act, 2012, has also been enacted with more or less the same objective. Under the Right to Service Act, the Panchayat Director has published the prescribed time limit for providing each service, along with the authority to which an appeal can be submitted if the service is not provided within the stipulated time.
Appeal and Grievance Redressal Mechanisms
If the service received is not satisfactory or is not provided within the legally prescribed time limit, appeal mechanisms such as the Governing Committee and Tribunal are also available under Section 276 of the Kerala Panchayat Raj Act. In addition, an Ombudsman system is in place for local self-government institutions, headed by a person holding a position equivalent to that of a Judge of the Hon’ble High Court, to hear and dispose of complaints.
നിലവിലുള്ള സ്ഥിതിയും പരിഹാരവും
The above-mentioned laws have been enacted with the objective of ensuring that services due to citizens are provided within the stipulated time. It cannot be overlooked that members of the public often have to make repeated visits to government offices to get their requirements addressed.
Reasons and Public Awareness
On examining the reasons behind this situation, it can be observed that officials may not always keep themselves updated with laws, Government Orders and circulars in a timely manner, while lack of awareness among the public regarding the applicable laws and procedures is also a contributing factor.
Information on Services
Accordingly, the procedures for submitting applications for the major services generally provided by the Block Panchayat, along with the relevant conditions and requirements, are presented here for public information. Application forms/templates are available from the Block Panchayat Office and the concerned Panchayat Office.
