Summary

Summary of
of Recommendations
Recommendations

ii.
ii. Citizens’
Citizens’Charter
Chartershould
shouldbe beprepared
preparedfor
foreach
eachindependent
independentunit
unitunder
under
the
the overall
overall umbrella
umbrella of
of the
the organisations’
organisations’ charter.
charter.

iii.
iii. Wide
Wide consultation
consultation which
which include
include Civil
Civil Society
Society in
in the
the process.
process.
SUMMARY
SUMMARY OF
OF RECOMMENDATIONS
RECOMMENDATIONS
iv.
iv. Firm
Firm commitments
commitments to
to be
be made.
made.

v.v. Internal
Internal processes
processes and
and structure
structure should
should be
be reformed
reformed to
to meet
meet the
the
1.
1. Functions
Functions of
of Government
Government commitments
commitments given
given in
in the
the Charter.
Charter.

(Para
(Para 3.3.4)
3.3.4) vi.
vi. Redressal
Redressal mechanism
mechanism in
in case
case of
of default.
default.

a.
a. Government
Government organisations
organisations should
should adhere
adhere to
to the
the principles
principles highlighted
highlighted in
in vii.
vii. Periodic
Periodic evaluation
evaluation of
of Citizens’
Citizens’ Charters.
Charters.
paragraph
paragraph 3.2.4
3.2.4 while
while performing
performing regulatory
regulatory functions.
functions.
viii.
viii. Benchmark
Benchmark using
using end-user
end-user feedback.
feedback.
b.
b. Government
Government agencies,
agencies, whether
whether regulatory
regulatory oror developmental,
developmental, should
should
introduce
introduce the
the Single
Single Window
Window Agency
Agency concept
concept within
within their
their organisations
organisations ix.
ix. Hold
Hold offi
officers
cers accountable
accountable for
for results.
results.
to
to minimize
minimize delays
delays and
and maximize
maximize convenience
convenience toto citizens.
citizens. Government
Government as as
aawhole
wholeshould
shoulddraw
drawaaroadmap
roadmapwithwithtimelines
timelinesfor
forexpeditious
expeditiouscreation
creationof
of 3.
3. (Para
(Para 4.9.9)
4.9.9) Th
Thee ARC
ARC Seven-Step
Seven-Step Model
Model for
for Citizen
Citizen Centricity
Centricity
aa single
single window
window atat the
the local
local level
level for
for provision
provision of
of all
all developmental
developmental and
and
a.
a. Th
Thee Union
Union andand State
State Governments
Governments should
should make
make the
the seven-step
seven-step model
model
regulatory
regulatory services
services to
to citizens.
citizens.
outlined
outlined in
in paragraph
paragraph 4.9,
4.9, mandatory
mandatory for
for all
all organizations
organizations having
having public
public
(Para
(Para 3.4.2)
3.4.2) interface.
interface.

a.
a. Th
Thee principle
principle of
of subsidiarity
subsidiarity should
should be
be followed
followed while
while deciding
deciding on
on the
the 4.
4. (Para
(Para 5.7.4)
5.7.4) Citizen’s
Citizen’s Participation
Participation in
in Administration
Administration
implementation
implementation machinery
machinery for
for any
any programme.
programme.
a.
a. It
It should
should bebe mandatory
mandatory for for all
all government
government organizations
organizations to to develop
develop aa
b.
b. Citizens
Citizens should
should be
be actively
actively involved
involved in
in all
all stages
stages of
of these
these programmes
programmes i.e.
i.e. suitable
suitable mechanism
mechanism for for receipt
receipt ofof suggestions
suggestions from
from citizens,
citizens, which
which could
could
planning,
planning, implementation
implementation and
and monitoring.
monitoring. range
range from
from the
the simple
simple ‘Suggestion
‘Suggestion Box’Box’ to
to periodic
periodic consultations
consultations with
with
citizens’
citizens’ groups.
groups. Heads
Heads of of the
the concerned
concerned organizations
organizations should
should ensure
ensure
c.
c. Mandatory
Mandatory social
social audit
audit should
should be
be carried
carried out
out for
for all
all progrmames.
progrmames. rigorous
rigorousfollow
followupupaction
actionononthe
thesuggestions
suggestionsreceived
receivedsosothat
thatthese
thesebecome
become
aa meaningful
meaningful exercise.
exercise. AA system
system of of incentives
incentives and
and rewards
rewards should
should be
be
d.
d. Impact
Impact assessment
assessment should
should be
be carried
carried out
out for
for all
all programmes
programmes at
at periodic
periodic introduced
introduced soso that
that suggestions
suggestions thatthat lead
lead to
to signifi
significant
cant improvement
improvement or or
intervals.
intervals. savings
savings can
can be
be acknowledged.
acknowledged.

2.
2. (Para
(Para 4.6.10)
4.6.10) Making
Making Citizens’
Citizens’ Charters
Charters Eff
Effective
ective –– An
An Agenda
Agenda for
for Reform
Reform b.
b. Every government
Every government organization
organization must
must ensure
ensure the
the following:
following: (i)
(i) fool-proof
fool-proof
systemfor
system forregistration
registrationof
ofall
allcomplaints,
complaints,(ii)
(ii)aaprescribed
prescribedtime
timeschedule
schedulefor for
Citizens’
Citizens’ Charters
Charters should
should be
be made
made effective
effective by
by adopting
adopting the
the following
following responseand
response andresolution,
resolution,and
and(iii)
(iii)aamonitoring
monitoringand andevaluation
evaluationmechanism
mechanism
principles:
principles: to ensure
to ensure that
that the
the norms,
norms, prescribed
prescribed are
are complied
complied with.
with. Use
Use ofof tools
tools of
of
i.i. One
One size
size does
does not
not fifitt all.
all. informationtechnology
information technologycancanhelp
helptotomake
makesuch
suchaasystem
systemmore
moreaccessible
accessibleforfor
citizens.Heads
citizens. Headsof ofall
allgovernment
governmentorganizations
organizationsshould
shouldbe bemade
maderesponsible
responsible

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Centric Administration
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Thee Heart
Heart ofof Governance
Governance Summary
Summary of
of Recommendations
Recommendations

for
for ensuring
ensuring the
the development
development ofof such
such aa system
system for
for responding
responding to
to aa time
time c.
c. Government
Government should
should adopt
adopt aa more
more proactive
proactive approach
approach for
for detection
detection and
and
bound
bound resolution
resolution of
of the
the complaints
complaints of
of citizens.
citizens. registration
registration of
of the
the physically
physically challenged
challenged persons.
persons.

c.
c. Regular
Regular citizens’
citizens’ feedback
feedback and
and survey
survey and
and citizens’
citizens’ report
report cards
cards should
should be
be d.
d. To
To achieve
achieve this,
this, responsibility
responsibility should
should bebe cast
cast on on the
the Primary
Primary Health
Health
evolved
evolvedby byall
allgovernment
governmentorganisations
organisationsfor
forgauging
gaugingcitizens’
citizens’responses
responsestoto Centres
Centres(PHCs)
(PHCs)to toidentify
identifyall
allsuch
suchcases
casesin
intheir
theirjurisdiction
jurisdictionand
andto
toget
getthe
the
their
theirservices.
services.Th
These
eseshould
shouldbe
beused
usedas
asinputs
inputsfor
forimproving
improvingorganizational
organizational evaluation
evaluation of
of the
the disabilities
disabilities done.
done.To
To enable
enable the
the PHCs
PHCs toto discharge
discharge these
these
effi
efficiency.
ciency. responsibilities,adequate
responsibilities, adequateresources
resourcesshould
shouldbebeplaced
placedat atthe
thedisposal
disposalof
ofthe
the
Medical
Medical Offi
Officer,
cer, PHC
PHC along
along with
with delegation
delegation ofof commensurate
commensurate authority
authority
d.
d. While
Whilenonosingle
singlemodality
modalityor ormechanism
mechanismcan canbe
beprescribed
prescribedforforencouraging
encouraging and
and changes
changes in
in the
the relevant
relevant rules.
rules.
citizens’
citizens’ participation
participation inin governance;
governance; inin general,
general, there
there isis need
need to
to create
create
institutionalized
institutionalized mechanisms
mechanisms forfor encouraging
encouraging their their participation
participation in in e.
e. Organization
Organization of
of camps
camps atat PHC
PHC level,
level, attended
attended by by the
the concerned
concerned medical
medical
governance
governance across
across public
public agencies
agencies at
at all
all levels
levels and,
and, for
for this
this to
to happen,
happen, the
the personnel,
personnel, would
would greatly
greatly help
help in
in issuing
issuing certifi
certificates
cates of
of disability
disability on
on the
the
following
following steps
steps are
are necessary:
necessary: spot.
spot.
i.i. AA comprehensive
comprehensive review
review of
of policy
policy and
and practice
practice in
in each
each department/
department/ f.f. Further,
Further, steps
steps should
should be
be taken
taken to
to create
create aa database
database for
for all
all the
the Disabilities
Disabilities
public
public agency.
agency. Certifi
Certificate
cate holders
holders with
with integration
integration atat District,
District, State
State and
and National
National levels.
levels.
ii.
ii. Modifying
Modifying administrative
administrative procedures
procedures where
where necessary.
necessary. 6.
6. (Para
(Para 6.8)
6.8) Delegation
Delegation
iii.
iii. Entrustment
Entrustment of of the
the function
function of of institutionalizing
institutionalizing citizens’
citizens’
a.
a. Based
Basedon onthe theprinciple
principleof ofsubsidiarity,
subsidiarity,each
eachgovernment
governmentorganization
organizationshould
should
participation
participation in
in governance
governance to
to aa senior
senior level
level offi
officer.
cer.
carry
carryout
outan anexercise
exerciseto toassess
assesswhether
whetheradequate
adequatedelegation
delegationof
ofauthority
authorityhas has
iv.
iv. Performance
Performance management
management reviews
reviews toto incorporate
incorporate eff
effectiveness
ectiveness in
in been
been done.
done. In In doing
doing so,so, itit should
should be
be clearly
clearly enunciated
enunciated that
that the
the top
top levels
levels
ensuring
ensuring citizens’
citizens’ participation
participation in
in governance.
governance. of
of the
the organization
organization should should essentially
essentially focus
focus on
on policy
policy making
making functions
functions
and
and the
the fifield
eld level
level functionaries
functionaries should
should focus
focus on
on operational
operational aspects.
aspects.
e.
e. Th
Thee objective
objective could
could also
also be
be served
served by
by active
active and
and cooperative
cooperative participation
participation
by
by government
government agencies
agencies inin civil
civil society
society initiatives
initiatives in
in the
the area
area of
of citizens’
citizens’ b.
b. Th
Theeextent
extenttotowhich
whichdelegated
delegatedpowers
powersisisused
usedor
orisisallowed
allowedtotobebeused,
used,should
should
participation
participation in
in grievance
grievance redressal.
redressal. be
be two
two of
of the
the elements
elements while
while appraising
appraising an
an offi
officer’s
cer’s overall
overall performance.
performance.
5.
5. (Para
(Para 5.10)
5.10) Participation
Participation of
of Women
Women and
and the
the Physically
Physically Challenged
Challenged 7.
7. (Para
(Para 7.9.3.3)
7.9.3.3) Evolving
Evolving an
an Eff
Effective
ective Public
Public Grievances
Grievances Redressal
Redressal System
System
a.
a. Ensuring
Ensuringthe
thefull
fullparticipation
participationofofwomen
womenshould
shouldbe beaaspecifi
specificcaim
aimofofcitizen
citizen a.
a. There
There isis need
need for
for aa strong
strong and
and effective
effective internal
internal grievance
grievance redressal
redressal
centric
centric administration
administration andand this
this should
should bebe refl
reflected
ected in
in various
various policies
policies mechanism
mechanism in in each
each organization.
organization.
and
and programmes,
programmes, including
including citizens’
citizens’ charters
charters and
and grievances
grievances redressal
redressal
mechanisms.
mechanisms. b.
b. Th
Thee Union
Union and
and State
State Governments
Governments should
should issue
issue directions
directions asking
asking allall
public
public authorities
authorities to
to designate
designate public
public grievance
grievance offi
officers
cers on
on the
the lines
lines of
of
b.
b. Government
Government maymay constitute
constitute an
an expert
expert committee
committee toto identify
identify thethe areas
areas the
the Public
Public Information
Information Officers
Officers under
under the
the RTI
RTI Act.
Act. These
These officers
officers
where
where special
special provisions
provisions for
for the
the physically
physically challenged
challenged should
should be be made
made should
should be
be of
of adequate
adequate seniority
seniority and
and should
should be
be delegated
delegated commensurate
commensurate
mandatory.
mandatory. Th
These
ese areas
areas could
could bebe reviewed
reviewed and
and expanded
expanded every
every fifive
ve years.
years. authority.
authority.

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of Recommendations
Recommendations

c.
c. Allgrievance
All grievancepetitions
petitionsreceived
receivedshould
shouldbe
besatisfactorily
satisfactorilydisposed
disposedof ofby
bythese
these iv.
iv. Theeoutcome
Th outcomeof
ofall
allinspections
inspectionsmust
mustbe
beimmediately
immediatelyput
putin
inthe
thepublic
public
officers
offi cers within
within thirty
thirty days.
days. Non-adherence
Non-adherence to
to the
the time
time limit
limit should
should invite
invite domain.
domain.
fifinancial
nancial penalties.
penalties.
v.v. There
Th ere should
should be
be an
an annual
annual audit
audit of
of the
the licensing
licensing and
and inspection
inspection
d.
d. Each organization
Each organization should
should designate
designate an
an appellate
appellate authority
authority and
and devolve
devolve system each
system each year
year by
by an
an independent
independent agency.
agency.
adequate powers
adequate powers upon
upon them
them including
including the
the power
power to
to impose
impose fifines
nes on
on the
the
defaulting offi
defaulting officers.
cers. vi.
vi. Alllicensing
All licensingauthorities
authoritiesshould
shouldevolve
evolvean
anaccessible
accessiblesystem
systemfor
forreceipt
receipt
of citizens’
of citizens’ complaints.
complaints.
8. (Para
8. (Para 7.10.3)
7.10.3) Analysis
Analysis and
and Identifi
Identification
cation of
of Grievance
Grievance Prone
Prone Areas
Areas
10. (Para
10. (Para 9.10.4)
9.10.4) Special
Special Institution
Institution Mechanisms
Mechanisms
a.
a. Government organizations
Government organizations should
should analyse
analyse the
the complaints
complaints received
received and
and
identifythe
identify theareas
areaswherein
whereininterventions
interventionswould
wouldbeberequired
requiredsosoasasto
toeliminate
eliminate a.
a. AA common
common format format for for making
making complaints
complaints beforebefore various
various statutory
statutory
the underlying
the underlying causes
causes that
that lead
lead to
to public
public grievances.
grievances.Th
Thisis exercise
exercise should
should Commissions should
Commissions should be be devised
devised inin consultation
consultation withwith each
each other.
other. ThThisis
be carried
be carried out
out at
at regular
regular intervals.
intervals. format
format should
should capture
capture the
the details
details of
of the
the victims
victims and
and complainants
complainants in in such
such
aa way
way that
that itit facilitates
facilitates matching
matching of of data
data across
across diff
different
erent Commissions.
Commissions.
9. (Para
9. (Para 8.3.3)
8.3.3) Consumer
Consumer Protection
Protection In
In case
case of
of complaints
complaints fifiled led without
without thethe use
use of
of the
the common
common format,
format, the
the
a.
a. Lok Adalats
Lok Adalats would
would be be eff
effective
ective in
in settling
settling many
many consumer
consumer disputes.
disputes. It
It necessary
necessary fifields
elds may
may be be fifilled
lled up
up at
at the
the time
time of
of registration
registration of
of cases
cases itself
itself
should be
should be stipulated
stipulated by by law
law that
that cases
cases up
up to
to aa particular
particular value,
value, say
say Rupees
Rupees by
by the
the Commission
Commission receiving
receiving the the complaint.
complaint.
two lakhs,
two lakhs, should
should fifirst
rst be
be referred
referred to
to Lok
Lok Adalats.
Adalats.
b.
b. As
Asrecommended
recommendedin inparagraph
paragraph6.3.9
6.3.9of
ofthe
theCommission’s
Commission’sEleventh
EleventhReport
Report
b.
b. All Ministries/Departments
All Ministries/Departments need need toto examine
examine the
the procedures
procedures regulating
regulating entitled
entitled ‘Promoting
‘Promoting e-Governance:
e-Governance: thethe SMART
SMART WayWay Forward’,
Forward’, each
each
grant of
grant of licenses,
licenses, permissions
permissions or or registration
registration including
including the
the underlying
underlying statutory
statutory Commission
Commission should
should create
create an
an electronic
electronic database
database prospectively
prospectively
Acts, Rules,
Acts, Rules, Notifi
Notifications,
cations, etc.
etc. Th
These
ese should
should be
be recast
recast with
with the
the following
following and
and each
each database
database should
should be
be networked
networked withwith each
each other
other to
to facilitate
facilitate
underlying principles:
underlying principles: comparison
comparison ofof data.
data.

i.i. There should

There should be be an
an upper
upper time
time limit
limit for
for grant
grant of
of any
any license/
license/ c.
c. Th
Thee Human
Human Rights
Rights Commission
Commission {as {as defi
defined
ned inin Section
Section 3(3),
3(3), PHRA}
PHRA}
permission/registration. Th
permission/registration. Thee law
law should
should provide
provide for
for penalties
penalties ifif an
an should
should lay
lay down
down norms
norms toto deal
deal with
with complaints
complaints by by the
the most
most appropriate
appropriate
application isis not
application not disposed
disposed of
of within
within the
the stipulated
stipulated period.
period. Commission.
Commission. Th Thee basic
basic principle
principle could
could bebe that
that the
the dominant
dominant grievance
grievance in
in
aa complaint
complaint should
should lead
lead to
to its
its handling
handling by by the
the appropriate
appropriate Commission.
Commission.
ii.
ii. Applications should
Applications should be
be processed
processed only
only on
on aa ‘First
‘First in
in First
First out
out Basis’.
Basis’.
Allapplications
All applicationsreceived
receivedand
andpending
pendingshould
shouldbe beput
puton onthe
thelicensing
licensing Nodal
Nodal offi
officers
cers may
may be be appointed
appointed in in each
each Commission
Commission to to identify
identify and
and
authority’s website.
authority’s website. coordinate
coordinate action
action over
over such
such cases.
cases. Internal
Internal mechanisms
mechanisms should
should bebe evolved
evolved
within
within each
each statutory
statutory Commission
Commission to to facilitate
facilitate the
the handling
handling of of such
such cases
cases
iii.
iii. Selecting units
Selecting units for
for surprise
surprise inspection
inspection should
should not
not be
be left
left to
to the
the in
in aa coordinated
coordinated manner.
manner.
discretion of
discretion of the
the inspecting
inspecting officers.
officers. Each
Each office
office should
should devise
devise
an objective
an objective procedure
procedure to to randomly
randomly select
select units
units for
for inspection.
inspection. d.
d. Th
Thee Union
Union and
and State
State Governments
Governments should
should take
take proactive
proactive steps
steps in
in dealing
dealing
Exceptions can
Exceptions can be
be made
made inin case
case of
of receipt
receipt of
of genuine
genuine complaints
complaints with
with serious
serious off
offences
ences like
like custodial
custodial deaths/rapes
deaths/rapes etc
etc on
on priority
priority soso that
that
against any
against any unit.
unit.

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Centric Administration
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Governance Summary
Summary of
of Recommendations
Recommendations

their occurrence
their occurrence diminishes
diminishes over
over the
the years.
years. Help
Help of
of NHRC
NHRC may
may be
be taken
taken b.
b. Structural change
Structural change should
should be
be an
an integral
integral part
part of
of any
any process
process simplifi
simplification
cation
to prepare
to prepare an
an action
action plan
plan for
for this
this purpose.
purpose. exercise.
exercise.

e.
e. Inthe
In thesmaller
smallerStates,
States,aasingle
single‘multi-role’
‘multi-role’Commission
Commissionmay maybe
beconstituted
constituted 12. (Para
12. (Para 10.4.4)
10.4.4) Monitoring
Monitoring and
and Evaluation
Evaluation
which would
which would carry
carry out
out the
the specifi
specificc functions
functions of
of all
all the
the constitutional
constitutional and
and
a.
a. Thee feedback
Th feedback from
from citizens
citizens should
should be
be used
used to
to monitor
monitor the
the performance
performance of
of
statutory Commissions
statutory Commissions at at the
the State
State level.
level.
government offi
government offices.
ces.
f.f. AA separate
separate Standing
Standing Committee
Committee of
of Parliament
Parliament may
may be
be constituted
constituted to
to look
look
b.
b. Eachgovernment
Each governmentoffioffice
cewhich
whichhas
haspublic
publicinterface
interfaceshould
shouldhave
havean
anexternal
external
into Annual
into Annual Reports
Reports submitted
submitted by
by these
these statutory
statutory Commissions.
Commissions. evaluation conducted
evaluation conducted annually
annually in
in addition
addition to
to those
those conducted
conducted by
by the
the
11. (Para
11. (Para 10.1.9)
10.1.9) Simplifying
Simplifying Internal
Internal Procedures
Procedures organization itself.
organization itself.

a.
a. All Ministries/Departments
All Ministries/Departments shouldshould prepare
prepare aa roadmap
roadmap forfor carrying
carrying out out 13. (Para
13. (Para 10.5.1.11)
10.5.1.11) Rationalising
Rationalising Procedures
Procedures
aa process
process simplifi
simplification
cation exercise.
exercise. Th
Thisis should
should involve
involve changes
changes in in Rules,
Rules, a.
a. Ministry of
Ministry of Road
Road Transport
Transport and
and Highways
Highways should
should constitute
constitute an
an expert
expert
Regulations and
Regulations and Laws
Laws wherever
wherever necessary.
necessary. Th
Thee entire
entire exercise
exercise should
should be be group to
group to devise
devise practical
practical and
and objective
objective tests
tests of
of competence
competence for
for issue
issue of
of
completedwithin
completed withintwo
twoyears.
years.Similarly,
Similarly,the
theMinistries/Departments
Ministries/Departmentsshould should driving licenses.
driving licenses.
instruct all
instruct all organizations
organizations under
under their
their supervision
supervision to
to carry
carry out
out this
this task.
task.
State Governments
State Governments should
should also
also be
be advised
advised accordingly.
accordingly. ThThisis elaborate
elaborate b.
b. Theeconduct
Th conductofofthese
thesepractical
practicaltests
testsas
aswell
wellas
asthe
theone
oneprescribed
prescribedfor
forlearner’s
learner’s
exercise would
exercise would involve
involve the
the following
following steps
steps for
for any
any organizations:
organizations: licensecould
license couldbebeoutsourced.
outsourced.Close
Closemonitoring
monitoringover
overtheir
theirprocesses,
processes,would
would
however be
however be required.
required.
i.i. Constitution of
Constitution of an
an in-house
in-house core
core team
team of
of persons
persons well
well versed
versed with
with
internal procedures.
internal procedures. 14. (Para
14. (Para 10.5.2.9)
10.5.2.9) Registration
Registration of
of Births
Births and
and Deaths
Deaths

ii.
ii. Engaging external
Engaging external experts
experts -- ifif necessary.
necessary. a.
a. Th emphasis under
Thee emphasis under the
the Registration
Registration of
of Births
Births and
and Deaths
Deaths Act
Act should
should
shift
shift from
from compliance
compliance to
to prescribed
prescribed procedures
procedures toto achieving
achieving 100%
100%
iii.
iii. Getting feedback
Getting feedback from
from citizens.
citizens. registration.
registration.
iv.
iv. Analyzing all
Analyzing all processes
processes from
from the
the point
point of
of necessity,
necessity, simplicity,
simplicity, b.
b. Registrars
Registrarswould
wouldneed
needtotoadopt
adoptaamore
moreproactive
proactiveapproach,
approach,and andititwould
wouldbebe
rationality and
rationality and citizen
citizen centricity.
centricity. necessary
necessary to
to cast
cast aa duty
duty upon
upon them
them to
to register
register each
each case
case of
of birth
birth and
and death
death
v.v. Redesigning processes
Redesigning processes and
and forms.
forms. within
withintheir
theirjurisdiction
jurisdictionirrespective
irrespectiveof
ofthe
thefact
factwhether
whetheraaformal
formalapplication
application
has
has been
been received
received by by them.
them. Th
Thee Registration
Registration could
could be
be done
done based
based on
on
vi.
vi. Doing aa pilot
Doing pilot study
study and
and getting
getting itit evaluated.
evaluated. information
information from
from any
any source
source or
or even
even suo-motu
suo-motu byby the
the Registrar.
Registrar.

vii. Once
vii. Oncethe
thepilot
pilotstabilizes,
stabilizes,analyzing
analyzingthe
thechanges
changesrequired
requiredin
inthe
therules/
rules/ c.
c. Suffi
Sufficient
cientnumber
numberof ofpublic
publicfunctionaries
functionariesshould
shouldbebedesignated
designatedas
asRegistrars
Registrars
statutes.
statutes. so
so that
that each
each one
one isis assigned
assigned aa manageable
manageable jurisdiction.
jurisdiction.

viii. Implementing
viii. Implementing the
the change.
change. d.
d. Each
Each Registrar
Registrar would
would need
need to
to be
be empowered
empowered under
under the
the law
law to
to seek
seek and
and
obtain
obtain information
information from
from any
any person.
person. For
For this
this purpose,
purpose, the
the law
law should
should
ix.
ix. Creating an
Creating an incentive
incentive mechanism
mechanism for
for sustaining
sustaining the
the change.
change.

148
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149
 Citizen Centric Administration – The Heart of Governance Citizens’ Charter

provide that the Registrar shall have the power to issue notice seeking Annexure-IV(1)
information from any person, regarding births and deaths and that person
shall be bound to provide such information. Citizens’ Charter
e. In order to make the process of imposition of fines quick and deterrent, INCOME TAX DEPARTMENT
the powers to levy fines should be given to the District Registrar. Government of India
f. There should be no fees for delayed registration. It should be provided March , 2007
that in case of delayed registration, a more elaborate enquiry would be
required. The onus for conducting the enquiry should be on the Competent
A Declaration of Our Commitment to
Authority. Excellence in Service to Taxpayers
Our Mission:
15. (Para 10.5.3.7) Building Licenses and Completion Certificates
• To promote compliance with Direct Tax Laws through quality taxpayer service encouraging
a. Simplified procedures for grant of building permits on the basis of self- voluntary compliance and firm administration.
certification by owners / registered architects should be adopted by all We believe:
State Governments and local bodies. • in transparency and fairness
• in voluntary compliance
b. The JNNURM guidelines should be amended to make adoption of such
• in encouraging and assisting taxpayers
procedures as a part of the mandatory reforms.
We aim :
c. Similar simplification of procedures should be done in the issuance of • to provide information, leaflets, forms etc. at the information and facilitation counters as well as
completion certificates by local bodies. In case of completed buildings, a on website www.incometaxindia.gov.in and to organize awareness programme.
hundred per cent verification after the issue of completion certificates on • to issue refund along with interest, if any within 9 months from the end of the month in which
the basis of self-certification would be necessary within a specified period of the return complete in all respects is received.
90 days. The Rules should provide heavy penalties, including demolition, • to give effect to appellate/revision order within 45 days from the date of receipt of the appellate/
for violation of conditions as well as for negligence or collusion, if any, on revision order by the A.O.
the part of the prescribed verifying authority. • to dispose of rectification application within 2 months from the end of the month in which the
application is received.
d. The capacity building of the enforcement wings of the local bodies should
• to issue refund including interest, if any, arising from proceedings other than Section 143(1),
also be done alongside these initiatives to ensure compliance with local within 30 days of its determination.
bye-laws. The help of local residents’ associations may be enlisted for this • to acknowledge communications from taxpayers.
purpose.
• to allot PAN within 15 days of receipt of PAN application.
• to dispose of application seeking extension of time for payment of tax or for grant of instalments
within one month from the end of the month in which the application is received.
• to issue tax clearance certificate under Section 230 of the I.T. Act immediately on the date of
receipt of application or latest by the following working day.
• to dispose of application for recognition/approval to provident fund/superannuation fund/gratuity
fund within 3 months from the end of the month of its receipt.

150 151