According to the government, this has been possible because most complaints have been disposed of in a time-bound manner, which encouraged people to come forward to file their complaints.
The number of grievances and complaints filed at the Department of Administrative Reforms and Public Grievances has increased five times from 2 lakh annually in 2013 to 12 lakh in 2017 under Prime Minister Narendra Modi's tenure.
According to the government, this has been possible because most complaints have been disposed of in a time-bound manner, which encouraged people to come forward to file their complaints.
In 2013, from January 1 to December 31, the total number of grievances filed was 2,09,297. But in 2014, the seven-month period of the Modi-led NDA government also made a difference and the total number of grievances registered was 2,70,413.
In 2015, the number increased to 8,79,230, and in 2016 it went up to 11,94,931. In the current year, the government has received 5,49,761 complaints between January 1 to May 15.
Dr Jitendra Singh, MoS, Ministry of Personnel, Public Grievances and Pensions, said that people feel motivated to file a complaint under the present dispensation and hence the number of grievances and complaints have shot up.
The minister claimed that in 2013, the average time taken for the disposal of any grievance was 220 days, which was reduced to just 24 days in the current year.
"We have a round-the-clock portal and the facility is available on a mobile app so that citizens can file complaints any time from anywhere," he said, adding that a 'Twitter Sewa' has also been made available for the purpose.
The minister said that since the last one year, he started the practice of making random calls to some of the complainants to assess if they are satisfed and to seek their inputs and suggestions. The move has been very well received by the citizens, he said.
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