·        Who can submit the grievance?

Any person living in Haryana/India can submit his/her grievance related to Haryana Government.

·        What Information is required to submit the Grievance?

(i)                  To whom grievance is to be submitted?

o       Designation

o       Department

o       Location

(ii)               Type of Grievance

o       Complaint – against any government officer/official, his/her name, designation & location may be specified.

o       Grievance- Other than complaints will be treated as grievances.

(iii)             Submitted by

o       Individual – Person, who is submitting the Grievance.

o       Community – Group of people submitting the grievance.

(iv)              Details of Grievance - One can give the details of grievance.

(v)                Date of Grievance – System will generate the current date as date of grievance but it can be edited.

(vi)             Details of Grievance submitting person /head of community.

o       Name         -           of an individual or head of the community

o       Sex            -           Male/Female/Others

o       Address     -           Address of the concerned

o       Phone         -           Phone number of the concerned

o       E-mail        -           E-mail of the Concerned

o       Fax            -           Fax Number of the concerned

·        How my e-grievance will be processed?

The moment, you press submit button; it will generate a Unique Grievance Number (YYNNNNNN where YY is last two digit of current year and last six digits are the number given to Grievance with in that year). This number will be used for all future references.  Details of grievance submitted will be e-mailed back to you if you have given e-mail in your details otherwise the details of grievance will also be sent to concerned officer through e-mail for further action.

·        What is the back –end processing of OGIS?

o       There will be a Grievance Cell in Haryana Civil Secretariat.

o       One Senior Officer will be responsible for handling all kinds of grievances. He will be named as Grievances Officer.

o       This officer will be receiving e-grievances through Internet anytime, anywhere. (S)he will be responsible for marking & monitoring of the all grievances.

o       All Grievances, received manual, will be entered in computer for centralized monitoring.

o       The Process: -

(i)                  Any grievance received will be marked to the concerned officer.  A hard copy of e-grievance will also be sent to concerned officer.

(ii)                Concerned office/officer will be responsible for updation of the status. Status can be updated any number of times.

(iii)               Grievances Officer can add remarks by the grievances cell for a given grievance.

(iv)              A grievance, when processed completely, can be disposed of. There will not be any status updation, once it is disposed of.

·        How can public see the status of a Grievance.

o       Any person/group of persons who has/have submitted grievance would be given a unique grievance number.

o       He/She can see status by this unique grievance number or by his/her name.

o       Latest status can be seen along with remarks of Grievance Officer.

·        What kind of facilities available in OGIS?

o       For Public

§         Grievance Registration

§         Status Check

o       For Grievances Officer

§         Marking

§         Enquiry

§         Monitoring Reports

§         Disposal of Grievances

o       For Departments

§         Status Updation

o       Every Department will be given a User & Password for status updation. Secretariat for Information Technology will issue User name & Password. NIC-Haryana will create the users and password accordingly.

o       Grievances Officer will have all permissions except status updation.