Strengthening the Institutional Capacities of Public Grievances Redressal System in Jammu and Kashmir: An Analysis
| DOI | 10.1177/0019556120960007 |
| Date | 01 September 2020 |
| Published date | 01 September 2020 |
| Subject Matter | Notes |
Strengthening the
Institutional Capacities
of Public Grievances
Redressal System in
Jammu and Kashmir:
An Analysis
Rouchi Chaudhary1 and
D. Paul Sugandhar2
Introduction
The word ‘grievance’ can be defined as a complaint or resentment against an
unjust or unfair act and system. Public grievance redressal (PGR) mechanism is
part and parcel of the machinery of any administration. No administration can
claim to be accountable, responsive and user-friendly unless it establishes an effi-
cient and effective grievance redressal mechanism. A citizen-friendly government
should give high priority to redressal of public grievances. The government, being
a biggest service provider, is bound to meet people’s needs and aspirations.
Effective and timely redressal of public grievances is the hallmark of responsive
and responsible governance in a democracy. This has become more important
after the enactment of Right to Information Act. In fact, the grievance redress
mechanism of an organisation is the gauge to measure its efficiency and effective-
ness as it provides important feedback on the working of the administration.
The grievances of citizens against government machinery need to be heard
and redressed, otherwise citizens will tend to withdraw their loyalty towards
it. Grievance redress mechanism is a system set up by organisations to receive,
record, investigate, redress, analyse, prevent and/or take any other appropriate
action in respect of grievances lodged against them. Improving governance is a
part of developmental process. Arguably, corruption can be curbed by systematic
changes in governance by introducing participation, transparency, accountability
Note
Indian Journal of Public
Administration
66(3) 371–379, 2020
© 2020 IIPA
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DOI: 10.1177/0019556120960007
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1 Department of Public Policy & Public Administration, Central University of Jammu, Jammu and
Kashmir, India.
2 Asian Institute of Public Policy and Public Affairs, Hyderabad, Telangana, India.
Corresponding author:
Rouchi Chaudhary, Assistant Professor, Department of Public Policy & Public Administration, Central
University of Jammu, Rahya Suchani, Samba District, Bagla, Jammu and Kashmir 181143, India.
E-mail: dr.rouchi.cujmu@gmail.com
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