Themes For A Citizens Charter

Quality, whereby there is a sustained new programme for improving the quality of public services.

Choice between competing providers as the best spur to quality improvement.

Standards, wherein a citizen must be told what the standards are and how to be able to act when the service is unacceptable. For instance, in the charter for telephone services there can be a stipulation that a fault should be set right within a certain time limit or a telephone connection transferred within a stipulated period. Initially, the standards may not be very high but slowly, as services become more efficient, the standards would also be revised.

 

Value. A citizen as a taxpayer has a right to expect value for money from a public service utility. Provisions for swift and effective redressal of complaints would be made.

Accountability. This ensures that the public utility services perform in accordance with set standards and that lapses, if any, are dealt with in an exemplary manner. Citizens will also have access to information and utilities, will have to inform the public about the detailed costing of the service.

Finally, an important theme is transparency. Not only should the relevant information be available to the public but easy access to such information should be provided for especially with regard to rules, procedures and the grievance redressal.

The charter scheme also provides for recognition of good service through a system of giving a charter mark or a certificate of excellence. In UK, all public services are required to adopt charter principles.

The concept is certainly good. Two years ago, the union ministry of consumer affairs promised a citizens charter for the health sector. Today if the subject has been revised with a demand for such a charter for all public utilities, the credit goes to the CCC which is publishing pamphlets in all major Indian languages asking people to write to the prime minister demanding a Citizens Charter and even provides a post card for the purpose.

To sum up, then, the Citizens Charter lays down the norms which should be followed by the various utiliies. A person with a problem can use the machinery relevant to that particular utility. If even then his grievance is not redressed, he can approach the consumer courts set up under the Consumer Protection Act.

The Citizens Charter is set to be come a reality and when it does, it will be an important milestone in the history of this country.

(Concluded)