Narendra Modi calls for Effective Consumer Grievances Redressal

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Prime Minister, Narendra Modi, yesterday chaired his thirteenth interaction through PRAGATI - the ICT-based, multi-modal platform for Pro-Active Governance and Timely Implementation.

narendra modi

In the beginning of yesterday's interaction, the Prime Minister reviewed the progress towards handling and resolution of consumer grievances. He asked the concerned officials about the large volume of complaints related to the e-commerce sector, such as booking of tickets and hotel reservations, and the steps being taken to decisively address such issues.

The Prime Minister was informed about the steps being taken in this regard, including augmenting the capacity of the National Consumer Helpline. Calling for increased efficiency, and more effective redressal of consumer grievances, the Prime Minister asked the officials for a comprehensive review of the nature of issues, and work towards fixing responsibility and identifying solutions for them. He asked for an effective follow-up action within ten days.

The Prime Minister reviewed the progress of vital infrastructure projects in the road, railway, power, coal and mining sectors, spread over several states including Uttar Pradesh, Rajasthan, Madhya Pradesh, Maharashtra, Gujarat, Bihar, Odisha, and Uttarakhand.

The Prime Minister reviewed the progress towards installation of solar pumps across the country. It was noted that solar pumps with a total capacity of 208 MegaWatts have already been installed so far across the country.

The Prime Minister discussed various related issues with the Chief Secretaries of several states including Jharkhand, Telangana, Punjab, Chhattisgarh, Gujarat and Uttar Pradesh. He was informed that solar pumps are helping provide clean drinking water in remote and Naxalite affected areas of the country, particularly in South Bastar area of Chhattisgarh.

During a review of the preparations for dealing with floods, the Prime Minister emphasised that States should identify vulnerable areas, properly conduct mock drills, and carry out desiltation work to ensure the efficacy of flood-relief mechanisms. He also emphasised the need for efforts towards water conservation.

SWAGAT:

As Chief Minister of Gujarat Narendra Modi had initiated such a grievance redressal system called State Wide Attention on Grievances by Application of Technology (SWAGAT). SWAGAT is till date Chief Minister of Gujarat's Online Grievance Redressal System.

It is an innovative concept that enables direct communication between the citizens and the Chief Minister. Owing to the innovative use of technology that injects in accountability in government machinery, international institutions such as the Commonwealth Telecom Organisation and the University of Manchester have considered SWAGAT as an excellent model of e-transparency.

The United Nations (UN) had selected SWAGAT as the best functioning system across India that addressed people's issues and used modern technology to ensure that people's grievances get sorted out at an earliest. The UN had also mentioned that SWAGAT set the best example for other states and countries to follow.

SWAGAT had received UN's Public Service Coveted Award. The award was given as UN found SWAGAT as being the best system that provided help to the people from a governing body.

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