2. HISTORY : RTS Citizens Charters (C.C.)- first formulated- U.K. 1991 Prime Minister - John Major Focus : public services towards the needs and expectations of end-users. The program modified in 1998 as Services First

3. OPERATING PRINCIPLES OF C.C. Set standards of Service Be open and transparent Consult and involve end-users Encourage access and the promotion of choice Treat all fairly Put things right when they go wrong Use resources effectively Innovate and improve Work with other providers

4. C.C. IN OTHER COUNTRIES Australia (Service Charter, 1997) Belgium (Public Service Users Charter,1992) Canada (Service Standards Initiative,1995) France (Service Charter,1992) Jamaica (Citizens charter, 1994) Malaysia (Client Charter, 1993) Portugal(The Quality Charter in Public Services,1993) Spain (The Quality Observatory,1992).

5. Citizens Charters in India First in India in 1994 - Charter for Health Service Providers by Consumer Rights activists - in Central Consumer Protection Council meeting, Delhi. 1996: the Prime Minister - the Citizens Charters program on national level.

6. Citizens Charters in India contd May 1997 - Conference of Chief Ministers- adopted Action Plan for Effective and Responsive Government at the Centre and the State Levels Formulated Charters among ministries, departments and agencies with public interaction.

7. Expected Components in Charters Based on the UK model by DARPG Vision and mission statements Details of business transacted by the organization Details of clients Details of services provided Details of grievance redress mechanisms & accessibility Expectations from clients

8. Citizens Charters in India: Current Status DARPG website : charters drafted by various government agencies Central Government: 118 State Government & Union Territories : 711

9. Components of Citizens Charters in Karnataka by The Public Affairs Centre (PAC) Basic information about the department Standards of services Grievance redress system Citizen-friendly criteria

10. CITIZEN CHARTER IN KERALA Panchayati Raj Act Muncipalities Act, Sec.563 –A Ombudusman for L.G.I Official website & publication of C.C.

11. RIGHT TO SERVICE ACTS IN INDIA 1 st implemented - Madyapradesh, 2010 Aug – 26 depts Punjab : Oct,20 th, 2011 Bihar: August 15 Uttarakhand, October 4, 2011 Delhi, April 28, 2011 Himachal Pradesh:October,17, 2011 Jharkhand:Nov.15, 2011 Rajasthan, Sept. 21, 2011 U.P : January 11, 2011 Chattisgarh : Dec.12,2011 J&K : April, 2011 Karnataka : April 2, 2012 Kerala: 2012, July 30 th Passed

12. Central RTS Act The Citizens Right to Grievences Redressal Bill, 2011. presented in Lok Sabha

13. The Kerala State Right to Service Act, 2012

14. Governments one hundred days Programme to enact a legislation to create a system in which the general public can make the Government servants answerable to their functions, duties, commitments and obligations. to make them aware of the rights, obligations and entitlements.

15. Statement of Object & Reasons Good governance essential for sustainable development, both economic and social arena of public life. Three essential elements of good governance Transparency, Accountability and responsiveness of the administration.

16. Object & Reasons To provide for -The effective and time bound redressal of grievances of citizens and - For time bound delivery of services to the general public and - For the liability of the defaulted Govt. Servants.

17. Service 2(g) Service to be provided by any law or Government orders to the general public - by any Department or - Local Self Government Institution or - State Public Sector Undertaking or -Notified Statutory Body

18. Notification of Services, stipulated time limit & designated officer (Sec. 3) All Govt. Department, Head of Department, Local Self Government Institution and Statutory body shall within six months of the Act, Notify - Services that will be rendered with - stipulated time limit - Designated officers, -1 st & 2 nd Appellate Authority

19. Right to obtain services (Sec.4) Every eligible person have the right to notified services within the stipulated time limit.

20. Officers under the Act Designated officer: Officer designated to provide the services. 2(a) First Appellate Authority :officer notified 2(c) Second Appellate Authority: 2(h)

21. Duty of the Designated Officer (Sec.5) On receipt of an application - within the stipulated time limit provide the service or reject the application. On rejection - state the reasons in writing and intimate it to the applicant. Application to be duly acknowledged - by D.O. or authorised officer

22. 1 st Appeal (Sec.6) On non receipt or rejection - Appeal to the First Appellate Authority (F.A.A.), within 30 days (delay condonation) with prescribed fee. F.A.A may direct to provide service within a specified period or may reject the appeal. Disposal of Appeal –within a period equivalent the stipulated time limit.

23. Second appeal Aggrieved person can appeal to the Second Appellate Authority within 60 days (condone delay) with fee Directions: to provide the service within a specified period or may reject the appeal. impose penalty within a period equivalent to the stipulated time limit.

24. Application to Second Appellate Authority Any person aggrieved by a decision of the First Appellate Authority. Designated officers non compliance of First Appellate Authoritys direction. Designated officers non compliance of Second Appellate Authoritys direction.

25. Procedure in Appeal (Sec.7) Both Appellate Authority Powers of Civil Court (a) requiring the production and inspection of documents ; (b) issuing summons for hearing the designated officer and the appellant; and (c) any other matter prescribed

26. PENALTY Offence Punishment to whom 1 Designated officer failed to provide the service without sufficient and reasonable cause Not be less than Rs.500/- & not more than Rs. 5000/- Designated Officer 2Designated officer delayed service Rs.250/- per day for each days delay upto Rs. 5000/- Designated Officer 3First Appellate Authority delayed to decide the appeal Not be less than Rs.500/- & not more than Rs. 5000/- First Appellate Authority 4Designated officer or the first appellate authority has without sufficient cause, failed to discharge the duties. Recommend for disciplinary action Designated Officer & First Appellate Authority Orders must be in writing, stating the reasons and given a reasonable opportunity of being heard before imposing such penalty. DDB & SR

27. Protection of action taken in good faith (Sec.9) Suit, prosecution or other legal proceeding will not lie against any person or officer for anything which is in good faith done or intended to be done under this Act or any rule made thereunder.

28. Bar of jurisdiction of Civil Courts (Sec.10) No civil court shall entertain any suit, application or other proceeding in respect of any order issued under this Act and no such order shall be called in question otherwise than by way of an appeal under this Act.

29. Kerala Police & RTS Notification No. C5/84837/2012/PHQ dated 28-12-2012 Sl. Service/ Activity Stipulate d time limit Designate d Office Designate d officer Ist Appellate authority 2 nd Appellate authority 1.Mike sanction 3 daysD.P.ODCP/DySP /AC (Admin) DPCRange IGP 2.Procession Sanction 7 daysDPO SDPO DCP/DySP /AC (Admin) DySP/AC concerned DPCRange IGP

30. 3.Passport Enquiry 20 daysSpecial Branch offices in cities / dist AC/DyS P (Special Branch offices in cities / dist) DPCRange IGP 4.Petition Enquiry 15 days from date of receipt of application Police StationS.H.O.C.I. concerned AC/Dy.S.P concerned Sl. Service/ Activity Stipulated time limit Designated Office Designa ted officer Ist Appellate authority 2 nd Appellate authority

31. 5.Issuing receipt for receiving petition Same day Police Station Women Cell SHO C.I. W.C C.I. concerned AC/DySP Crime Detachme nt AC/Dy.S. P concerne d District Police Chief Sl. Service/ Activity Stipulated time limit Designated Office Designa ted officer Ist Appellate authority 2 nd Appellate authority

32. 6.Copy of F.I.R Same dayPolice Station S.H.O C.I. concerned AC/Dy.S. Pconcern ed 7.Post mortem certificate 3 days from date of receipt of PMC from the Medical authority Police StationS.H.O.C.I. concerned AC/Dy.S.P concerned Sl. Service/ Activity Stipulated time limit Designated officer Designa ted office Ist Appellate authority 2 nd Appellate authority

33. 8.Police Clearance Certificate Enquiry report 15 days District Police office District Police Chief cities/di stricts Range IGPADGP Zone concerne d 9.NOC for Arms & Explosive license 15 daysDistrict Police Office Cities/District s District Police Chief cities/dis tricts Range IGPADGP Zone concerned Sl. Service/ Activity Stipulated time limit Designated office Designa ted officer Ist Appellate authority 2 nd Appellate authority

34. 10. Job verification15 days District Police office District Police Chief cities/di stricts Range IGPADGP Zone concerne d 11. Foreigners Registration 7 daysDistrict Police Office District Police Chief cities/dis tricts Range IGPADGP Zone concerned Sl. Service/ Activity Stipulated time limit Designated office Designa ted officer Ist Appellate authority 2 nd Appellate authority

35. 12 Releasing of vehicles taken into custody after completing formalities 3 daysPolice Station SHO Circle Inspector concerned DySP/AC concerned 13 Service of Summons and execution of warrants Before the posting date of the case Police StationSHO Circle Inspector concerned DySP/AC concerned Sl. Service/ Activity Stipulated time limit Designated office Designa ted officer Ist Appellate authority 2 nd Appellate authority

36. 14 Enquiry of petitions regarding atrocities on SC/ST 10 days from the date of receipt of the petition by the concerned officer SMS Units & DySP/AC in SDPOs DySP/AC concerne d District Police Chief Range IsGP Sl. Service/ Activity Stipulated time limit Designated office Designa ted officer Ist Appellate authority 2 nd Appellate authority

37. Curtsey to Adv. D.B Binu COCHIN CHAMBER OF LAWYERS, PROVIDENCE ROAD KOCHI-18, MOB:9895135081 dbbinu@yahoo.com WEB: http://indiancitizens.org/