Right to public service

The Right to Public Service in India represents a significant development in the country’s governance framework, aimed at transforming service delivery into a justiciable entitlement of citizens. Established through a series of state legislations, these Acts mandate that specified public services must be provided within a stipulated timeframe, thereby curbing administrative arbitrariness and delay.The framework obligates officials either to deliver the service or provide written reasons for its denial, ensuring greater procedural fairness. Crucially, failure to comply within the prescribed period can attract monetary penalties against the concerned officer, embedding accountability directly into the administrative machinery. Drawing upon the enforcement model of the Right to Information Act, the Right to Public Service institutionalises the principles of timeliness, transparency, and accountability, positioning itself as a cornerstone of rights-based governance and an important step toward enhancing public trust in India’s administrative system.

Official Definition of Right to Public Service

Right to Public Service as defined in Legislations

The primary objective of the Right To Public Service Act is to empower citizens by guaranteeing their right to receive essential services from the government within stipulated time limits. This initiative aims to reduce bureaucratic delays often frustrate citizens seeking essential services like ration cards, birth certificates, and various approvals. By establishing clear timelines for service delivery, the act enhances accountability among public officials and fosters a culture of responsiveness within government departments. Furthermore, it promotes transparency by requiring officials to adhere to established guidelines for service provision, making it easier for citizens to navigate bureaucratic processes. The Right To Public Service Act seeks to build trust between citizens and the government by creating a framework that holds public officials accountable for their actions.

As of 2025, more than 20 states and union territories have enacted Right to Public Service Acts, including Madhya Pradesh, Bihar, Delhi, Punjab, Rajasthan, Himachal Pradesh, Kerala, Uttarakhand, Haryana, Uttar Pradesh, Odisha, Maharashtra, and West Bengal.

State specific legislation

Madhya Pradesh Lok Sewaon Ke Pradan Ki Guarantee Vidheyak, 2010

The Madhya Pradesh Lok Sewaon Ke Pradan Ki Guarantee Vidheyak, 2010 and its subsequent amendments together form a comprehensive and pioneering legal architecture to guarantee time-bound and accountable delivery of public services to citizens. it gives legal force to time-bound public service delivery, creates detailed procedural safeguards, and holds officials—including appellate authorities—accountable through financial penalties and disciplinary action. Amendments have integrated digitisation, created “deemed approval” for expeditious settlement, and enhanced both citizen recourse and official oversight.

Definition of Right to Public Service

The right to public service is defined as the statutory right of every eligible person to obtain a notified public service within the stipulated timeframe notified by the State Government. "Service" means any public service notified under Section 3.

The State Government is empowered to notify, via official order, the services covered under the Act, the designated officers responsible, appropriate appellate authorities, and the timeframe for delivery of each service. The list of services is dynamic and may be revised over time; services like issuance of certificates (caste, birth, domicile, ration card) and land records have been notified with fixed timelines. At present, under the Madhya Pradesh Act, 748 services have been notified, of which 342 are accessible online via Public Service Centers.

Notified Services in Madhya Pradesh

A complete list of notified services is available on the Madhya Pradesh Lok Seva Guarantee portal

Application Process and Acknowledgement

Applications for notified services may be submitted to a designated officer, his authorized subordinate, or any other authorized person/portal. Upon submission, a receipt/acknowledgment must be provided, which marks the start of the statutory time for service delivery. The 2021 amendment defines and enables application via a designated electronic portal, allowing digital filing and automated workflow for improved efficiency.

Time-Bound Delivery and Role of Designated Officer

Designated officers are legally bound to provide the notified service within the stipulated time period. They must either deliver the service or reject the application, giving written reasons for rejection.

Deemed Approval
The 2021 amendment also introduces “deemed approval” – for specific services so notified, if the officer fails to act within the limit, the designated portal auto-issues an approval, which is deemed to have the same force as manual approval. "Deemed approval" applies to services the Government notifies. If the official does not provide or reject the service within the time, the online portal issues an approval automatically. These approvals are excluded from the Act’s appeal and penalty framework for speed, but any approval obtained through fraud or false information must be revoked immediately.

Appeal and Grievance Redressal Mechanism

If a service is delayed or denied, the applicant may file an appeal to the first appellate authority within 30 days. The appellate officer must adjudicate and give a reasoned order. If dissatisfied or in the case of continued inaction, a further second appeal lies to the second appellate authority within 60 days. Both appellate authorities have the power to summon records and persons (civil court powers), and after the 2012 amendment, can take up cases suo moto if cases are pending/delayed.

Penalty and Accountability Framework

Officials who fail to perform must pay a fine starting at Rs. 250 per day, up to a maximum of Rs. 5,000, for unjustified delays or denial. Penalties and disciplinary recommendations can also be imposed on appellate officers for negligent handling or delayed appeal orders.

The second appellate authority, or a nominated officer (introduced by the 2011 amendment), can impose/enhance fines and recommend disciplinary action. A nominated officer designated by the State Government may revise or review penalty orders made by the second appellate authority, upon application within 60 days. This ensures an overarching oversight of penalty decisions, reinforcing checks and balances in the penalty process. Delay in making revision applications may also be condoned for good cause.

If a fine is imposed, compensation may be awarded to the applicant out of the fine collected from the errant officer.

Bihar Public Service Act, 2011 and Bihar Public Grievance Redressal Act, 2015

Bihar has established a comprehensive legal framework to ensure citizens’ rights to timely public services and effective grievance redressal through two key statutes: the Bihar Right to Public Services Act, 2011 and the Bihar Right to Public Grievance Redressal Act, 2015. The Bihar Right to Public Services Rules, 2011 supplement the Public Service Act by detailing the procedures, formats, obligations, and enforcement mechanisms.

Definition of Right to Public Service

The Bihar Right to Public Services Act, 2011 defines the right to public service as the entitlement of every eligible person to obtain notified public services within stipulated time limits. It authorizes the State Government to notify the list of services, designate responsible officers, appellate and reviewing authorities, and set the timelines for delivery.

Notified Service

A complete list of notified service in Bihar. This includes service provided online e-District MMP  through ServicePlus

Application Process and Acknowledgment

Citizens are required to submit applications for services to designated public servants or their authorised subordinates. Upon submission, a mandatory acknowledgment is issued, marking the commencement of the timeline for service delivery. Designated officers must deliver the requested service within the prescribed timeframe or provide a written reasoned rejection. The Designated Public Servant may authorize subordinate staff to receive applications and issue acknowledgments. The acknowledgment must specify whether all required documents are attached; if complete, the stipulated delivery time is mentioned; if incomplete, time is not stated. Offices must display all relevant information, lists of documents needed for each service, timelines, and the appeals procedure on a visible notice board. Failure to do so can invite action against the official.

Appeals Mechanism

The Act provides a two-tier appeals system. An aggrieved applicant may file an appeal with the Appellate Authority (within 30 days, extendable for sufficient cause), and if dissatisfied, may approach the Reviewing Authority within 60 days. Both authorities possess powers akin to a civil court, including summoning evidence.

Penalty and Accountability Framework

Penalties, starting at ₹500, and ranging up to ₹5,000 per incident may be levied on errant officials, including appellate authorities delayed or negligent in discharging duties, after providing a fair hearing. Persistent non-compliance invites disciplinary actions under applicable service laws. The Act bars civil courts from entertaining disputes related to service delivery orders and protects officials acting in good faith from legal proceedings.

Bihar Right to Public Grievance Redressal Act, 2015

The Bihar Right to Public Grievance Redressal Act, 2015, complements the Right to Public Sevice Act, 2011 institutes a structured complaint and grievance management framework for citizens to seek redressal related to schemes, policies, administration failures, and public service deficiencies (except matters regarding government employees and services under the Public Services Act). It defines grievance-related institutions, including Public Grievance Redressal Officers, appellate and revision authorities.
This Act requires grievance redressal officers to provide complainants hearing opportunities and decide on complaints within prescribed time limits. Appeals against decisions can be filed to higher authorities, with similar temporal and procedural safeguards and with appellate authorities empowered similarly to civil courts. Penalties for delay or failure to act are also imposed on public servants and officers, ensuring remedy enforcement and administrative discipline. Like the Bihar Right to Public Services Act, this legislation bars judicial interference and grants protection for good faith administrative acts.

Delhi Right of Citizen to Time Bound Delivery of Services Act, 2011

The Delhi Right of Citizen to Time Bound Delivery of Services Act, 2011 establishes that every citizen is entitled to receive specified public services within the period stipulated in the Schedule, a right enforceable against government servants and local body authorities. Government servants are legally bound to deliver these services within the required timeframe, with departmental obligations to assign application numbers, maintain online tracking, and provide status updates throughout the application process. If service delivery is delayed, the concerned official must pay a compensatory cost at ₹10 per day of delay, subject to a maximum of ₹200 per application, directly to the citizen, and a competent officer (not below Deputy Secretary rank) is authorized to enforce payment, conduct inquiry, and oversee recovery from responsible officials’ salaries.

Notified Service
The Delhi Right of Citizen to Time Bound Delivery of Services Act, 2011 has 561 notified services  updated through notifications at different points of time - December 2011 (covering 1-116), August 2014 (covering 117-361), October 2021 (covering 362-499), and December 2021 (covering 500-561). 

Administrative procedures upholding natural justice are prescribed for fixing liability, with defaulting officials entitled to appeal to an Appellate Authority (ranked at least Joint Secretary), whose decision is final. While single lapses are not considered misconduct, habitual defaulters (more than 25 defaults/year) may face disciplinary action, and consistently efficient employees may be rewarded with cash incentives and appreciation certificates. The Act also confirms its provisions are deemed part of government service conditions (Section 13), supplemental to existing disciplinary and financial rules, and empowers the government to frame further rules (Section 15) and resolve operational difficulties by executive orders subject to legislative review.

The Rajasthan Guaranteed Delivery of Public Services Act, 2011

The Rajasthan Guaranteed Delivery of Public Services Act, 2011, creates a legal framework for ensuring timely delivery of public services by designated officers within stipulated time limits. The Act defines key roles including the designated officer responsible for service delivery, first appeal officer, and second appellate authority (Section 2). The State Government notifies the list of services, officials responsible, time limits, and appellate authorities (Section 3). Designated officers may delegate receipt of applications to subordinates who must issue formal acknowledgments specifying the completeness of documents and timelines (Rules 3, 4). Services must be delivered or the application rejected with written reasons within the prescribed time, excluding public holidays (Sections 4, 5; Rule 6). The Act establishes a two-tier appeals process where aggrieved applicants may appeal to the first appellate officer within 30 days and, if dissatisfied, to the second appellate authority within 60 days. Both appellate officers hold powers equivalent to civil courts, including summoning witnesses and documents (Section 6, Rules 12–14). Penalties for failure or delay in service delivery can be imposed by the second appellate authority, ranging from ₹500 to ₹5,000 for delays or non-performance, recoverable from salaries (Section 7, Rules 8, 9, 15). Failure by officials to comply with orders leads to misconduct proceedings and possible departmental inquiries (Section 8). The Act mandates meticulous record-keeping and provides for state-level monitoring systems supported by Information Technology for oversight and transparency (Rules 17, 18).

The State Government retains powers to make rules for the Act’s effective implementation and may issue orders to remove difficulties encountered in enforcement (Sections 10, 11; Rules 19, 20). Information dissemination and training programs for officials and public awareness campaigns are also emphasized to enhance implementation (Rule 20). The entire framework is designed to make public service delivery accountable, transparent, and citizen-friendly with legal enforceability backing timely access to public services.

The RGDPS Act, 2011 is an effective legal framework that guarantees Rajasthan's residents are entitled to receive public services. For its efficient execution, the act includes 11 legal requirements and detailed service norms. The statute includes provisions for penalties for incompetent authorities who fail to provide or delay providing services to the public. The government must take action to encourage public engagement and orientation. Every step of the delivery process must involve the participation of citizens since stakeholder involvement is essential to every governance action. The state government must also create an external agency to oversee the act's operation, routinely publish information about how it operates, adopt timely revisions, manage the website, and regularly disseminate information about how it operates. The duties of the members of the Commission for Guaranteed Public Services must be spelled out by the state. The Commission should have a set term, and it will be required to make its yearly report to the House of Representatives. The government also has to update the timelines for providing any service, as the majority of services are now provided both online and offline. Furthermore, as quality guarantees, citizens' satisfaction, and, as a result, their trust in government, the quality criteria for public service must be clearly stated. Since the program's inception, relatively few errant officials have received fines, and a record of complaints has been registered, thus the grievance redressal process needs to be further harsher

Himachal Pradesh Public Service Guarantee Act

The Himachal Pradesh Public Service Guarantee Act was enacted on 24th October 2011,^[1] focusing on delivering citizen-centric services across 20 departments. This act mandates timely service delivery and emphasizes grievance redressal mechanisms. Implementation efforts have included training programs for government officials to instill a sense of accountability and responsiveness toward citizen needs. Nevertheless, limited public awareness about available services hinders fully realizing the act’s objectives.The Himachal Pradesh Public Service Guarantee Act was enacted on 24th October 2011,^[1] focusing on delivering citizen-centric services across 20 departments. This act mandates timely service delivery and emphasizes grievance redressal mechanisms. Implementation efforts have included training programs for government officials to instill a sense of accountability and responsiveness toward citizen needs. Nevertheless, limited public awareness about available services hinders fully realizing the act’s objectives.

Definitions of right to public service

Under Section 2 of the Act, "right to service" is explicitly defined as the right to obtain the service within the stipulated time limit as notified under Section 4.  Other relevant terms include "public service" as any service notified under Section 3, "designated officer" as the officer notified for providing such services, and "stipulated time limit" as the maximum time for service provision or appeal decisions.  These definitions ensure a structured framework for citizen entitlements, with the Act extending to the entire State of Himachal Pradesh.

Under the HPPSGA, the government has notified 217 time-bound services across 39 departments, including health, revenue, forests, panchayati raj, agriculture, urban development, transport, and power, with many accessible online via portals to reduce travel for remote residents. Key examples include birth/death/marriage registration within 2 days, BPL certificates within 24 hours, grazing permits within 24 hours, senior citizen identity cards within 3 days, water connections (domestic/commercial) within 30 days, soil testing within 60 days, and action on online police complaints within 24 hours. These services cover essential areas like certificates, licenses, permits, and registrations, monitored through nodal officers at state and district levels, with e-registration portals simplifying processes

Application process and acknowledgment

Eligible citizens can apply for notified public services under the Himachal Pradesh Public Services Guarantee Act, 2011 by submitting a written application to the designated officer or an authorized subordinate, either in person, by post, or through the online e-District portal for supported services. The process requires providing necessary documents, and upon receipt, the stipulated time limit for service delivery begins, during which the officer must either provide the service or reject the application with written reasons.  Applications are processed across notified departments like revenue, health, and police, with many digitized for convenience, and the Act excludes public holidays from time computations to ensure fairness.

Every application received by the designated officer or authorized person must be duly acknowledged immediately, using Form-I, which specifies the application number, date, and service details.  If the application is incomplete, the acknowledgement notes the missing documents or requirements to be fulfilled, without a time limit for correction, while complete applications include the exact stipulated time limit for disposal. This acknowledgement serves as proof of receipt, enabling tracking and appeals if timelines are missed, and must be issued without delay to uphold transparency.

Appeal and Grievance redressal

• Appeal Mechanism Overview: The Himachal Pradesh Public Services Guarantee Act, 2011 provides a two-tier appeal system for addressing delays, rejections, or deficiencies in public service delivery, enabling citizens to seek redressal from designated appellate authorities.  This mechanism places the onus on the designated officer to justify denials, with powers akin to a civil court for proceedings, ensuring timely resolution within specified timelines.
• First Appeal: Any applicant whose service is rejected or not provided within the stipulated time may file a first appeal to the designated first appellate authority within 30 days from the rejection or expiry of the time limit.  The first appellate authority must dispose of the appeal within 30 days, extendable to 45 days with recorded reasons, by ordering service provision or rejecting the appeal after hearing both parties.  Condensation of the delay is possible if sufficient cause is shown, promoting accessibility for aggrieved citizens.

• Second Appeal: If the first appellate authority's order for service is not complied with, or if dissatisfied with the decision, a second appeal lies to the second appellate authority within 60 days from the first appeal's decision.  The second appellate authority can direct service provision within a specified period, reject the appeal, or impose penalties, disposing of it within 45 days while providing hearing opportunities.  Late appeals may be admitted for sufficient cause, and the authority holds civil court-like powers under the Code of Civil Procedure, 1908.

• Grievance redressal: Grievances are redressed through the appeal process, with the second appellate authority empowered to impose penalties on non-compliant officers, ranging from ₹250 to ₹5,000 per day of delay, deducted from salary and payable to the applicant. Non-compliance with appeal orders leads to disciplinary proceedings under service rules, and the State Information Commission may handle certain appeals for oversight.  This ensures accountability, with no court jurisdiction except as per the Act, focusing on efficient resolution.

Karnataka Guarantee of Services to Citizens Act

The state of Karnataka introduced the Karnataka Guarantee of Services to Citizens Act on 2nd April 2012.^[2]This legislation ensures that various public services are delivered within stipulated time frames. Karnataka’s implementation strategy includes setting up dedicated helplines for citizens to inquire about service status and lodge complaints if delays occur. While this has improved transparency, bureaucratic resistance and corruption issues remain prevalent

Definition of right to service

Under the Karnataka Sakaala Services Act, 2011, the "Right to service" is defined as the right to obtain citizen-related services within the stipulated time specified in the Schedule appended to the Act. This encompasses services provided by designated officers of public authorities and local authorities in Karnataka, ensuring timely delivery to eligible citizens.

Services available

The Karnataka Sakaala Services Act, 2011, lists over 138 citizen-related services in its Schedule, covering departments such as urban development, transport, revenue, education, health, and labor, each with designated officers, stipulated delivery timelines, competent officers for appeals, and appellate authorities. These services ensure timely access to essential public utilities like certificates, licenses, and permissions, with penalties for delays beyond the specified periods.

Application process and Acknowledgement

Under the Karnataka Sakaala Services Act, 2011, citizens must submit a required application for a scheduled service to the designated officer or an authorized subordinate in the prescribed manner, as outlined in the Schedule for the specific service. The process applies to all listed citizen-related services across departments like urban development, revenue, and health, ensuring eligibility and required documents are provided at submission.

Every application submitted must be duly acknowledged by the designated officer or authorized subordinate, marking the start of the stipulated time limit for service delivery from the date of acknowledgement. Upon receipt, the designated officer provides the service within the time limit, rejects it with written reasons and appeal details, or forwards it to an authorized officer for processing. If rejected, the applicant receives information on the appeal period (up to 30 days to the competent officer) and contact details for the first appeal authority.

Appeal and grievance redressal

• Citizen Appeals: The Karnataka Sakaala Services Act, 2011, provides a two-tier appeal mechanism for aggrieved citizens whose applications are rejected or not processed within the stipulated time, allowing appeals to the competent officer and then the appellate authority to enforce service delivery or claim compensation. Citizens can file the first appeal to the competent officer within 30 days from rejection or expiry of the time limit, with extensions possible for sufficient cause, and the competent officer must dispose of it by ordering service, rejection, or imposing compensatory cost under Section 9.
• Second-Tier Appeal: A second appeal lies to the appellate authority within 60 days from the competent officer's decision, also extendable for sufficient cause, where the authority can direct the designated officer to provide the service within a specified period or reject the appeal.If the designated officer fails to comply with Section 5(1) or the competent officer's order under Section 13(2), citizens can submit a direct application treated as a first or second appeal, respectively.Both competent officers and appellate authorities exercise civil court powers for document inspection, summons, and other prescribed matters under the Code of Civil Procedure, 1908.
• Public Servant Appeals: Public servants aggrieved by orders imposing compensatory costs under Sections 10 and 11 can appeal to the appellate authority within 30 days of receipt, with the authority's decision being final and binding. The appellate authority is appointed by the government, not below the rank of Deputy Secretary or equivalent, to hear such appeals against competent officers' orders.
• Grievance redressal: Grievances arising from delays or defaults trigger compensatory costs at Rs. 20 per day up to Rs. 500 per application, recoverable from the responsible designated officer, subordinate public servant, competent officer, or appellate authority via a preliminary enquiry and show-cause notice under Section 11. The competent officer follows natural justice principles, issues a debit note for recovery from salary or deposit, and updates it in HRMS software within 30 days of payment to the citizen. Habitual defaulters face disciplinary action by the head of the public authority after show-cause notice, with no counting of defaults as misconduct unless willful, and the Act supplements existing service rules without derogation. Civil courts have no jurisdiction over matters empowered to competent officers or appellate authorities under Section 18.

Odisha right to public service

The state of Odisha implemented the Right to Public Services Act on 6th September 2012 as part of an initiative to check corruption in public service delivery. The state government has focused on creating awareness among citizens about their rights under this act through campaigns and workshops. However, effective implementation remains challenging due to entrenched bureaucratic practices that resist change.

Definition of right to service

Under Section 2(e) of the Odisha Right to Public Services Act, 2012, "right to public service" is defined as the right to obtain any service notified by the State Government under this Act within the given time limit. This definition transforms administrative guarantees into enforceable legal rights, enabling citizens to demand timely delivery of notified public services from designated officers.

Service avaliable 

The Odisha Right to Public Services Act, 2012 (ORTPSA) covers 433 notified public services (list of all services)across 32 departments as of January 2025, ensuring time-bound delivery to citizens. These services span essential government functions, with applications processed online via the eDistrict Odisha portal or at designated offices, including certificates, registrations, licenses, and infrastructure approvals. Services under ORTPSA are categorized into areas like social welfare, revenue, health, education, and infrastructure to promote efficient governance. Major categories include healthcare (e.g., medical certificates), education (e.g., scholarships), social services for marginalized groups (e.g., income proofs), and infrastructure (e.g., electricity connections, water supply, roads, railways, airports, telecom, environmental clearances, waste management, and public sanitation)

Application process and acknowledgement

The Odisha Right to Public Services Act (ORTPS) mandates that eligible persons apply for notified services to the Designated Officer, either online via the eDistrict Odisha portal or offline at government offices, with mandatory issuance of an acknowledgement receipt upon submission. This process ensures transparency and time-bound delivery, as per Section 4 of the Act, where applications must include applicant details, service required, and supporting documents.

Citizens register on the eDistrict Odisha portal (edistrict.odisha.gov.in) with a one-time profile creation using mobile number and email for verification. After logging in, select the desired service from the list (e.g., SC Certificate), fill the online form with personal details, upload required documents like identity proof and address verification, and submit payment if applicable (most services are fee-free). The portal generates an application reference number instantly, allowing status tracking via "View Status of Application" using the reference number or OTP.

For offline submissions, visit the office of the Designated Officer (e.g., Tahasildar for certificates) with the prescribed application form, completed with details such as name, address, and service particulars, along with necessary documents.The Authorized Person under Rule 3 of the ORTPS Rules accepts the form and issues an acknowledgement in the prescribed format (Form-1). Applications can also be submitted through Common Service Centers (CSCs) for assistance in rural areas, where operators help in form filling and submission.

Acknowledgement

Upon receiving a complete application, the Designated Officer or portal system must issue an acknowledgement receipt immediately, containing a Unique Acknowledgement Number (UID) or Application Reference Number, applicant details, service applied for, date of receipt, and stipulated time limit for delivery. This receipt, as per Rule 4 and Form-1, serves as proof of submission and is crucial for tracking, appeals, or revisions if the service is delayed beyond the notified time (e.g., 15 days for SC Certificate).Non-issuance of acknowledgement violates the Act's implementation and can be grounds for grievance under Sections 5 and 6. Applicants can track progress online using the UID on the portal or by visiting the office with the receipt. If the service is not delivered within the time limit (excluding public holidays), file an appeal to the Appellate Authority within 30 days of expiry or rejection order, attaching the acknowledgement as evidence.The Central Monitoring System at rtiodisha.gov.in also displays application status for transparency.

Appeal and Grievance redressal

Under Section 5(1), an eligible person aggrieved by the Designated Officer's failure to provide the service within the notified time limit, or by rejection/delay without sufficient reason, may file a first appeal to the Appellate Authority within 30 days from the expiry of the time limit or the date of the rejection order.  The appeal must be in writing (Form-2 as per Rules), include the acknowledgement receipt, details of the grievance, and supporting documents, and can be submitted online via the RTPS portal (rtiodisha.gov.in) or offline at the Appellate Authority's office. The Appellate Authority must decide the appeal within 30 days, extendable by another 30 days with recorded reasons, and issue a speaking order directing delivery of the service or explaining rejection. If dissatisfied with the Appellate Authority's order, the applicant or the Designated Officer may file a second appeal (revision) to the Revisional Authority under Section 6(1) within 30 days from the receipt of the appellate order. This revision, also in Form-3, reviews the matter for legality, propriety, and correctness, and can be filed online or offline, with the Revisional Authority (e.g., Head of Department or Secretary) empowered to confirm, modify, or set aside the order, impose penalties, and direct compensation up to Rs. 2,000 to the aggrieved person. Decisions must be made within 30 days, and no further appeal lies except for revisions by the government under Section 6(3).

Grievance redressal

The mechanism is structured hierarchically: Designated Officer handles initial delivery; Appellate Authority (e.g., Block Development Officer or District Collector) addresses first-level grievances; and Revisional Authority (e.g., Departmental Secretary) oversees higher-level reviews, with powers akin to a civil court for summoning witnesses and evidence under Section 7.Grievances can be filed via the Central Monitoring System on rtiodisha.gov.in for tracking, or through helplines like 155311, with public display of authorities and services mandatory for transparency under Section 13. Non-compliance with orders constitutes misconduct under Section 9, leading to disciplinary action, while Section 10 bars civil court jurisdiction, funneling all disputes through this internal process. The Revisional Authority, after inquiry and hearing, may penalize the Designated Officer, Appellate Authority, or subordinates with up to Rs. 5,000 for non-delivery without cause, or Rs. 250 daily for delays, recoverable as arrears of land revenue and potentially recoverable from the officer's salary. Penalties can be imposed proportionally among responsible staff, with no penalty if delays arise from the applicant's fault or force majeure, and good-faith actions are protected under Section 12. This enforcement promotes timely service delivery across 428 notified services.Under Section 5(1), an eligible person aggrieved by the Designated Officer's failure to provide the service within the notified time limit, or by rejection/delay without sufficient reason, may file a first appeal to the Appellate Authority within 30 days from the expiry of the time limit or the date of the rejection order.  The appeal must be in writing (Form-2 as per Rules), include the acknowledgement receipt, details of the grievance, and supporting documents, and can be submitted online via the RTPS portal (rtiodisha.gov.in) or offline at the Appellate Authority's office. The Appellate Authority must decide the appeal within 30 days, extendable by another 30 days with recorded reasons, and issue a speaking order directing delivery of the service or explaining rejection. If dissatisfied with the Appellate Authority's order, the applicant or the Designated Officer may file a second appeal (revision) to the Revisional Authority under Section 6(1) within 30 days from the receipt of the appellate order. This revision, also in Form-3, reviews the matter for legality, propriety, and correctness, and can be filed online or offline, with the Revisional Authority (e.g., Head of Department or Secretary) empowered to confirm, modify, or set aside the order, impose penalties, and direct compensation up to Rs. 2,000 to the aggrieved person. Decisions must be made within 30 days, and no further appeal lies except for revisions by the government under Section 6(3).

Grievance redressal

The mechanism is structured hierarchically: Designated Officer handles initial delivery; Appellate Authority (e.g., Block Development Officer or District Collector) addresses first-level grievances; and Revisional Authority (e.g., Departmental Secretary) oversees higher-level reviews, with powers akin to a civil court for summoning witnesses and evidence under Section 7.Grievances can be filed via the Central Monitoring System on rtiodisha.gov.in for tracking, or through helplines like 155311, with public display of authorities and services mandatory for transparency under Section 13. Non-compliance with orders constitutes misconduct under Section 9, leading to disciplinary action, while Section 10 bars civil court jurisdiction, funneling all disputes through this internal process. The Revisional Authority, after inquiry and hearing, may penalize the Designated Officer, Appellate Authority, or subordinates with up to Rs. 5,000 for non-delivery without cause, or Rs. 250 daily for delays, recoverable as arrears of land revenue and potentially recoverable from the officer's salary. Penalties can be imposed proportionally among responsible staff, with no penalty if delays arise from the applicant's fault or force majeure, and good-faith actions are protected under Section 12. This enforcement promotes timely service delivery across 428 notified services.

Maharashtra public service guarantee act

Maharashtra enacted its Public Services Guarantee Act on 28th April 2015^[7], aiming for transparent and speedy service delivery across various departments. The state has embraced technology by introducing online portals for service applications, facilitating easier access for citizens. While this modernization effort shows promise in improving efficiency, challenges related to digital literacy among citizens can limit its effectiveness.

Definition of right to public service

The Maharashtra Right to Public Services Act, 2015 defines the "right to service" as the right of an eligible person to obtain public services within the stipulated time limit as notified by the Public Authority from time to time. This right is further elaborated in Section 4 of the Act, which states that, subject to legal, technical, and financial feasibility, every eligible person has the right to obtain public services in the State in accordance with the Act within the stipulated time limit. Public services under the Act refer to those notified by the Public Authority under Section 3, and the stipulated time limit is the period within which the service must be provided by the Designated Officer.

Services avaliable 

The Maharashtra Right to Public Services Act, 2015, makes available a comprehensive set of public services notified by various government departments and public authorities, ensuring delivery in a transparent and time-bound manner. These services encompass essential citizen needs across sectors like revenue, health, education, and utilities, with over 1056 services currently notified as of 2025. The Act mandates that public authorities notify services under Section 3, including designated officers and time limits for delivery.

Application process and acknowledgement

To apply, eligible persons must first register on the Aaple Sarkar portal by selecting a mode like UID verification or OTP on mobile to create a username and password. The registration involves a six-step form: entering applicant details, address as per document, mobile and username verification, uploading a photograph, providing one identity proof, and one address proof. After login, select the relevant department (e.g., Revenue or Health), choose the specific service from the notified list, fill the online application form, upload required documents, and pay any departmental fees via the portal. Applications can also be submitted offline at Setu Kendras or designated service centers, but online submission through the portal or the RTS Maharashtra mobile app is encouraged for faster processing. Once submitted, the system generates an acknowledgment receipt with a unique application ID for tracking.

Acknowledgement

Acknowledgment is mandatory and includes the unique application number, which allows real-time monitoring of the application's status online via the Aaple Sarkar portal or app where IT systems are operational. The Designated Officer must either provide the service, sanction it, or reject it with recorded reasons within the stipulated time, also communicating appeal details including the First Appellate Authority's contact. Public Authorities are required to update application statuses promptly, ensuring transparency, and delays beyond the time limit trigger appeal rights under Sections 9 and 18 of the Act.To apply, eligible persons must first register on the Aaple Sarkar portal by selecting a mode like UID verification or OTP on mobile to create a username and password. The registration involves a six-step form: entering applicant details, address as per document, mobile and username verification, uploading a photograph, providing one identity proof, and one address proof. After login, select the relevant department (e.g., Revenue or Health), choose the specific service from the notified list, fill the online application form, upload required documents, and pay any departmental fees via the portal. Applications can also be submitted offline at Setu Kendras or designated service centers, but online submission through the portal or the RTS Maharashtra mobile app is encouraged for faster processing. Once submitted, the system generates an acknowledgment receipt with a unique application ID for tracking.

Acknowledgement

Acknowledgment is mandatory and includes the unique application number, which allows real-time monitoring of the application's status online via the Aaple Sarkar portal or app where IT systems are operational. The Designated Officer must either provide the service, sanction it, or reject it with recorded reasons within the stipulated time, also communicating appeal details including the First Appellate Authority's contact. Public Authorities are required to update application statuses promptly, ensuring transparency, and delays beyond the time limit trigger appeal rights under Sections 9 and 18 of the Act.

Appeal and Grievance redressal

Under the Maharashtra Right to Public Services Act, 2015, any eligible person aggrieved by the rejection of their application or delay in providing the public service beyond the stipulated time limit may file an appeal with the First Appellate Authority within 30 days from the date of rejection or expiry of the time limit. The First Appellate Authority, appointed under Section 8, must be an officer superior in rank to the Designated Officer and shall decide the appeal within 30 days, directing service provision if justified or rejecting it with reasons after hearing both parties. A second appeal lies to the Second Appellate Authority against the First Appellate Authority's order within 30 days of receipt or 45 days from filing the first appeal if no order is issued, with the Second Appellate Authority disposing it within 45 days.

Grievance redressal and penalties

For further redressal, an eligible person or Designated Officer aggrieved by the Second Appellate Authority's order can appeal to the Maharashtra State Commission for Right to Service within 60 days, where the Chief Commissioner or Commissioner shall decide within 90 days after hearings. The Commission, constituted under Section 13, has powers akin to a civil court for summoning witnesses and evidence, and may impose, vary, or cancel penalties while ensuring implementation of the Act. It also handles suo motu cases of service delivery failures, recommends departmental inquiries, and monitors public services for efficient grievance resolution.

The First Appellate Authority may impose a penalty of Rs. 500 to Rs. 5,000 on the Designated Officer for delays without reasonable cause, which the Second Appellate Authority can confirm or vary after hearing. For repeated failures, the Competent Authority initiates disciplinary proceedings under service rules following a show-cause notice to the Designated Officer.The Commission can penalize the First Appellate Authority for delays or protection of erring officers, with penalties recoverable from salary, promoting accountability in grievance redressal.

Haryana Right to service act

Establishing a Commission Right to Service Act was promulgated in the state of Haryana in March 2014, ^[5]and it has provisions for establishing a statutory Haryana Right to Service Commission. This commission oversees the act’s implementation and ensures accountability among public officials. While this structure aims to enhance oversight, effectiveness depends on the commission’s operational capacity and commitment from government departments.

Definition of public service

The Act notifies specific in public services, their delivery timelines, and responsible officers to enforce this right .Eligible persons can apply for these services, and the designated officer must provide them or reject the application with written reasons within the notified period, typically counted in working days. Failure to comply triggers appeals to the First and Second Grievance Redressal Authorities, potentially leading to penalties, compensation, or disciplinary action against officials.

Service available

The Haryana Right to Service Act, 2014, encompasses a wide range of notified public services that eligible citizens can access within specified time limits to promote transparency and accountability. As of 2025, there were such 809 services, with periodic updates and amendments, including in 2025

Application process and acknowledgement

Under the Haryana Right to Service Act, 2014, an eligible person must submit a written application in the prescribed format to the designated officer at the designated office for any notified service, either in person, by post, or through the online portal like Saral Haryana.The application requires necessary documents and fees as specified for the service, and the designated officer cannot demand additional documents beyond those notified unless justified in writing.Incomplete applications may be returned with reasons and a deadline for resubmission, ensuring accessibility and minimizing delays.

Acknowledgement

Upon receiving a complete application, the designated officer must provide an acknowledgment receipt immediately if submitted in person, or within one working day if by post or online, including a unique application number for tracking. This acknowledgment specifies the service applied for, the timeline for delivery, the designated officer's details, and contact information for the First Appellate Authority in case of delays or denials. The receipt serves as proof of submission and enables the applicant to monitor status via the Commission's portal or helpline, promoting transparency in the process. The designated officer must process the application within the notified time limit in working days; if approved, the service is provided, or if rejected, reasons must be communicated in writing before the deadline with appeal rights.For online applications, electronic acknowledgment is generated instantly, and status updates are available in real-time through the integrated system.Non-compliance with acknowledgment triggers penalties under the Act, enforceable by the Haryana Right to Service Commission.

Appeal and Grievance redressal

The Haryana Right to Service Act, 2014, provides a two-tier appeal mechanism for eligible persons aggrieved by rejection of their service application or failure to deliver the service within the notified time limit. Appeals must be filed in writing to the respective Grievance Redressal Authorities, with the First Appellate Authority handling initial grievances and the Second for further escalation. The process ensures reasoned decisions, opportunities for hearing, and timelines for disposal to uphold transparency and accountability in service delivery.The Haryana Right to Service Act, 2014, provides a two-tier appeal mechanism for eligible persons aggrieved by rejection of their service application or failure to deliver the service within the notified time limit. Appeals must be filed in writing to the respective Grievance Redressal Authorities, with the First Appellate Authority handling initial grievances and the Second for further escalation. The process ensures reasoned decisions, opportunities for hearing, and timelines for disposal to uphold transparency and accountability in service delivery.

Grievance redressal

First Grievance Redressal Authority

An eligible person may file a first appeal to the First Grievance Redressal Authority within 30 days of the rejection or expiry of the notified time limit, with condonation possible for sufficient cause. Upon receipt, the Authority reviews the matter and, if the grievance is genuine, directs the Designated Officer to provide the service within 7 working days or a specified period, while affording both parties a hearing before issuing a reasoned order. The appeal must be disposed of within 30 days, and the decision is communicated by registered post to the appellant and officer.

Second Grievance Redressal

AuthorityIf the first appeal is rejected or the service is not provided within the specified time, the eligible person can file a second appeal to the Second Grievance Redressal Authority within 60 days, again with provisions for condonation of delay. The Authority may direct service delivery within 7 working days after hearing the applicant, and if the grievance involves undue delay or failure without cause, it can impose penalties from ₹250 to ₹5,000, daily fines up to ₹250 (capped at ₹5,000), or up to ₹1,000 compensation to the appellant.Appeals to this level are ideally disposed within 60 days, with decisions communicated by registered post, and the Authority holds civil court-like powers for summons and document inspection.

Role of the Commission in Redressal

Aggrieved persons can file a revision petition to the Haryana Right to Service Commission within 90 days of the Second Authority's order, with condonation for delay, for further oversight. The Commission ensures implementation, handles revisions, imposes penalties up to ₹20,000, awards compensation up to ₹5,000, conducts inspections, and recommends disciplinary actions against errant officials. It can also take suo motu cognizance, issue guidelines, and suggest process improvements to enhance service delivery across departments.

Assam Right to public service act

The state of Assam introduced the Right to Public Services Act, enacted on 29th March 2012^[4], covering 55 services across various departments. The state has tried to improve service delivery by establishing clear timelines and penalties for non-compliance. Despite these initiatives, challenges such as limited infrastructure and lack of training for officials hinder effective implementation.The state of Assam introduced the Right to Public Services Act, enacted on 29th March 2012^[4], covering 55 services across various departments. The state has tried to improve service delivery by establishing clear timelines and penalties for non-compliance. Despite these initiatives, challenges such as limited infrastructure and lack of training for officials hinder effective implementation.

Definition of right to service

The "Right to Public Service" under the Assam Right to Public Services Act, 2012, is defined as the right to obtain the notified service under this Act from time to time within the stipulated time limit as described under section 5 . This definition ensures that eligible citizens can access specified government services without undue delay, promoting efficient and accountable administration .

Services avaliable

Under the Assam Right to Public Services Act, 2012 (ARTPS Act), the state government has notified over 915 public services across 24 departments, ensuring their delivery within stipulated time limits through designated public servants. These services cover essential citizen needs such as certificates, licenses, and registrations, with continuous updates via official notifications. As of 2025, the Sewa Setu platform integrates these under the ARTPS framework, achieving high resolution rates for applications.

Application and acknowledgement process

The application process under the Assam Right to Public Services Act, 2012, allows citizens to apply for notified services either online via the RTPS Portal (rtps.assam.gov.in) or offline at Public Facilitation Centres (PFCs) and Common Service Centres (CSCs), requiring submission of prescribed forms, documents, and fees as per the service notification. Applicants must provide accurate details, and the system generates an acknowledgment slip instantly upon submission, which serves as a tracking reference . For online applications, users register with Aadhaar or mobile verification, select the service, upload documents, and pay fees digitally; offline submissions are digitized at PFCs for seamless processing by the Designated Public Servant (DPS) within the stipulated timeline .The application process under the Assam Right to Public Services Act, 2012, allows citizens to apply for notified services either online via the RTPS Portal (rtps.assam.gov.in) or offline at Public Facilitation Centres (PFCs) and Common Service Centres (CSCs), requiring submission of prescribed forms, documents, and fees as per the service notification. Applicants must provide accurate details, and the system generates an acknowledgment slip instantly upon submission, which serves as a tracking reference . For online applications, users register with Aadhaar or mobile verification, select the service, upload documents, and pay fees digitally; offline submissions are digitized at PFCs for seamless processing by the Designated Public Servant (DPS) within the stipulated timeline .

Acknowledgement Mechanism Upon application submission, whether online or offline, the applicant receives an immediate acknowledgment receipt containing a unique application ID number, date, service details, and expected delivery timeline, which is mandatory for tracking status via the portal or SMS alerts. This acknowledgment ensures transparency and binds the DPS to deliver the service or reject it with reasons within the prescribed period; failure to do so triggers the appeal process . The mechanism is designed to prevent delays, with the acknowledgment displayed in English and Assamese at all service points, and it can be generated even for incomplete applications to allow corrections .

Appeal and grievance redressal

If a notified service is not delivered within the stipulated time or the applicant is aggrieved by the Designated Public Servant's (DPS) decision, they can file a first appeal to the Appellate Authority within 30 days from the expiry of the timeline or receipt of the decision, with possible condonation for delays due to sufficient cause . The Appellate Authority must dispose of the appeal within 30 days, extendable to 45 days with recorded reasons, after providing a hearing to both parties, and can direct the DPS to provide the service or reject the appeal with written reasons . Aggrieved applicants can then file a second appeal to the Assam State Commission for Right to Public Services (ASCRTPS) within 60 days of the Appellate Authority's order, with no fees charged for any appeals .

Grievance Redressal Mechanism

The ASCRTPS, launched in December 2024, serves as the apex body for second appeals and oversees a three-tier grievance redressal system, empowering citizens to seek clarifications or actions against delays in government services . Grievances can be lodged online via the RTPS Portal or Sewa Setu, or at Public Facilitation Centres, with tracking through the application ID, and the system integrates with broader mechanisms like the Public Grievance Redressal System (PGRS) and Lokayukta for corruption-related issues . The Commission can initiate suo motu actions, review decisions, and ensure compliance, with appeals also allowable from DPS or Appellate Authorities for justifications .PenaltiesThe Commission imposes penalties on defaulting DPS for failing to deliver services without reasonable cause, starting at Rs 250 per day of delay up to a maximum of Rs 25,000, payable at the treasury within 30 days or deducted from salary . Before imposing penalties, the Commission provides a hearing to both the applicant and the DPS, and penalties apply to appeals where services are not provided as ordered . This provision, strengthened by 2019 and 2024 amendments, aims to enforce accountability in service delivery .

Goa Right of Citizens for time bound Delivery of Public service

Legislative framework passed its Right of Citizens to Time-Bound Delivery of Public Services Act on 2nd May 2013^[6] This legislation ensures the timely delivery of public services while promoting transparency within government operations. Implementation efforts have included public awareness campaigns to inform citizens about their rights under this act; however, bureaucratic inertia remains a significant barrier.

Definition of right to service

The "right to public services" under the Goa (Right of Citizens to Time-Bound Delivery of Public Services) Act, 2013, is defined in Section 3 as the statutory entitlement of every eligible person residing in the State of Goa to obtain notified public services from designated officers, subject to the Act's provisions . This right encompasses access to the service, receipt within a specified time limit, transparent delivery, and the ability to demand performance of duties by the designated officer in compliance with the Act .

Services avaliable

Under the Goa (Right of Citizens to Time-Bound Delivery of Public Services) Act, 2013, the government has notified approximately 497 public services across various departments, with time limits ranging from 3 to 30 days depending on the service complexity . These services are specified in official notifications published in the Official Gazette, covering essential areas like planning, policing, revenue, and more, with designated officers and appellate authorities outlined for each . The list is periodically updated to include additional services, promoting efficient delivery through digital portals .

Application process and acknowledgement process

The application process under the Goa (Right of Citizens to Time-Bound Delivery of Public Services) Act, 2013, allows eligible persons to submit requests for notified public services either online through the Goa Online portal (goaonline.gov.in) by registering, filling the prescribed form, uploading required documents, and paying the Rs. 5 application fee digitally, or offline at the office of the designated officer where an authorized subordinate receives and processes the application. Online submissions generate an immediate acknowledgement number for tracking status, while offline applications are received in the prescribed format with the fee, and the designated officer must provide the service or reject it with recorded reasons within the specified time limit of 3 to 30 days . The process emphasizes transparency, requiring the designated officer to monitor applications via a centralized system if notified, and applicants can track progress online or through the portal's SMS alerts, with public offices displaying service details and forms for accessibility .

Acknowledgement Mechanism

Upon submission of an application, whether online or offline, the applicant receives an acknowledgement receipt: online via a unique acknowledgement number displayed and emailed for status monitoring, and offline through a duplicate copy stamped with the inward number, date, and time of receipt by the designated officer or authorized person . This acknowledgement serves as proof of submission and enables tracking of the application up to the decision stage, binding the designated officer to adhere to the time limit; in case of rejection, the reasons, appeal period (30 days), and appellate authority details must be communicated promptly . The mechanism ensures accountability, with all acknowledgements in English and Konkani at conspicuous office locations, and no additional fees for tracking, promoting efficient grievance resolution if delays occur .

Appeal and grievance Redressal

Appeal Process

If an application is rejected, the public service is not provided within the specified time limit, or the service received is deficient, the aggrieved eligible person may prefer an appeal to the Appellate Authority within 30 days from the date of rejection, expiry of the time limit, or receipt of the deficient service, with the authority empowered to condone delays for sufficient cause . The Appellate Authority, as notified in the schedule for each service, must dispose of the appeal by providing a personal hearing to the appellant and the designated officer, and issue a decision within 45 days from the date of appeal presentation, directing the provision of the service, rejecting the appeal with reasons, or imposing penalties . Appeals can be filed online via the Goa Online portal or in writing at the Appellate Authority's office, requiring no fee and including the application details, grounds for appeal, and supporting documents, with the authority required to acknowledge receipt immediately .

Grievance Redressal Mechanism

Grievances related to delays, rejections, or deficiencies in notified public services are addressed through the appeal process to the Appellate Authority, with additional support from Grievance Redressal Officers (GROs) appointed at state, district, and taluka levels for assisting in filing complaints and ensuring timely resolution within prescribed timelines . Citizens can lodge grievances online by registering on goaonline.gov.in, filling details, attaching supporting documents, and submitting for a unique grievance number and acknowledgment within 3 working days, or offline at designated offices like Mamlatdars or police stations . The mechanism integrates with the Public Grievances Department for broader complaints, where GROs identify causes, fix responsibility, and inform the complainant in writing about redressal, with unresolved matters escalating via appeal, and the government maintaining a centralized portal for tracking and monitoring .

Penalties

The designated officer is liable for a penalty not exceeding Rs. 5,000 if they fail to provide the public service within the specified time limit without reasonable cause, as determined by the Appellate Authority after giving the officer an opportunity to be heard . Penalties are recoverable as arrears of land revenue and can be imposed on appeal for deficiencies, with the amount directed to the complainant as compensation if applicable, and repeated defaults leading to departmental action by the government . The Act emphasizes accountability, requiring the Appellate Authority to record reasons for penalties and notify the head of the department for further disciplinary measures .

West Bengal Right to public service bill

Addressing Citizen Demands, the state of West Bengal passed the Right Public Service Bill on 27th September 2013^[8], addressing growing demands from citizens for improved service delivery mechanisms. The act emphasizes timely service provision while ensuring government officials are held accountable for their actions. However, successful implementation depends heavily on consistent enforcement at all administrative levels.

Definition of public service

The "public service" under the West Bengal Right to Public Services Act, 2013, is defined as any service rendered by a public authority that is notified by the State Government in the Official Gazette under Section 3 of the Act . This encompasses essential services provided to eligible persons, such as issuance of certificates, licenses, and registrations, ensuring their delivery within stipulated time limits to promote transparency and accountability .

Services avaliable

Under the West Bengal Right to Public Services Act, 2013, over 200 public services have been notified across 36 departments, covering essential citizen needs like certificates, licenses, and registrations, with each service assigned designated, appellate, and reviewing officers for time-bound delivery ranging from 7 to 45 days . These services are updated via Official Gazette notifications, ensuring comprehensive coverage and enforceability, with online portals facilitating access and tracking .

Application process and acknowledgement

Eligible persons can apply for notified public services under the West Bengal Right to Public Services Act, 2013, either online through the department-specific portals (e.g., wblabour.gov.in or e-district portal), Common Service Centres (CSCs), or offline by submitting the prescribed form with required documents and fees to the Designated Officer or an authorized subordinate at the relevant public authority office . Upon submission, the Designated Officer must process the application within the stipulated time limit, either providing the service or rejecting it with written reasons if incomplete or ineligible, with online applications requiring Aadhaar or mobile verification for registration and digital upload of documents like identity proof and service-specific forms . No separate fee is charged for the application itself, but nominal charges may apply for the service, and the process ensures accessibility in Bengali and English at all facilitation points, with tracking available via the acknowledgment number

Acknowledgement Mechanism

Every application must be duly acknowledged immediately upon receipt by the Designated Officer or authorized person, either digitally/electronically through SMS/email or in writing via Form No. I, containing details such as the acknowledgment number, applicant's name, service applied for, submission date, stipulated time limit, and contact information of the Designated Officer . This acknowledgment serves as proof of submission and initiates the stipulated time limit for service delivery, allowing applicants to track status online or at the office using the number; in case of rejection for incomplete documents, the applicant receives notice with reasons and opportunity to resubmit . The mechanism promotes transparency by requiring all public authorities to display acknowledgment procedures and forms conspicuously, ensuring no application is rejected without prior intimation .

Appeal and Grievance redressal

Appeal Process

If a notified public service is not provided within the stipulated time limit or the applicant is aggrieved by the Designated Officer's decision, they may file a first appeal to the Appellate Officer within 30 days from the expiry of the time limit or receipt of the decision, with the Appellate Officer required to dispose of the appeal within 30 days by providing a personal hearing and issuing a written order directing service delivery or rejection with reasons . A second appeal can be filed to the Reviewing Officer within 30 days of the Appellate Officer's order, disposed within 45 days, and further appeals lie to the West Bengal Right to Public Service Commission within 60 days of the Reviewing Officer's decision, with no fees for any appeals and delays condonable for sufficient cause . Appeals are submitted in writing or online via the RTPS portal with application details, grounds, and documents, ensuring transparency through recorded decisions and opportunities for hearings .

Grievance Redressal Mechanism

Grievances concerning delays, denials, or deficiencies in public service delivery are addressed through the three-tier appeal structure (Designated Officer, Appellate Officer, Reviewing Officer), culminating in the West Bengal Right to Public Service Commission, which handles final appeals, conducts inquiries, and recommends actions like penalties or departmental proceedings . Citizens can register grievances online via department portals or the e-District system, offline at facilitation centers, or through CSCs, generating a unique tracking number for monitoring resolution, with the nodal Consumer Affairs Department overseeing implementation and public awareness . The mechanism integrates IT tools for real-time tracking, requires public authorities to display appeal procedures, and allows suo motu inquiries by the Commission for systemic issues, ensuring compliance across all notified services .

Penalties

The Designated Officer faces a penalty of Rs. 250 for each day of delay beyond the stipulated time limit, up to a maximum of Rs. 1,000, imposed by the Appellate Officer or higher authorities after hearing the officer, with amounts recoverable as arrears of land revenue and directed to the complainant as compensation . For repeated defaults, the Appellate or Reviewing Officer may recommend departmental action, including suspension or demotion, while the Act rewards compliant officers with cash incentives up to Rs. 1,000 annually for zero defaults . Penalties apply only after verifying no reasonable cause for delay, promoting accountability without undue hardship on public servants .

Gujarat Right to public service act

The State of Gujarat introduced its Citizens Charter initiative in 1998^[9] as part of its commitment to improving service delivery standards; however, it was formalized through legislation with the Gujarat (Right of Citizens To Public Service) Act enacted on 1^st April 2013. This charter outlines specific timelines for various services while promoting citizen engagement through feedback mechanisms to enhance overall satisfaction with government operations.

Definition of right to service

The "right to service" under the Gujarat (Right of Citizens to Public Services) Act, 2013, is defined in Section 3 as the statutory entitlement of every citizen to obtain notified public services from the designated officer within the stipulated time limit, including the right to redressal of grievances if the service is delayed, denied, or deficient . This right encompasses access to essential services like certificates and licenses without undue delay, enforced through accountability mechanisms for public officials .

Services avaliable

As of 2025, the Gujarat (Right of Citizens to Public Services) Act, 2013, has notified a total of 361 public services across 28 departments, covering essential citizen needs with stipulated time limits ranging from 3 to 60 days, as per the latest Official Gazette notifications and the Digital Gujarat portal . These services have been progressively expanded from an initial 143 in 2014 to include digital integrations like Aadhaar-linked applications, ensuring comprehensive coverage for urban and rural citizens . The full list is maintained by the General Administration Department and updated periodically to align with e-governance initiatives .

Application and acknowledgement process

Application Process

Citizens can apply for notified public services under the Gujarat (Right of Citizens to Public Services) Act, 2013, either online through the Digital Gujarat portal (digitalgujarat.gov.in) by registering with Aadhaar or mobile number, selecting the service, filling the prescribed form, uploading required documents (e.g., identity proof, residence certificate), and paying the user fee digitally, or offline at e-Seva Kendras, Taluka Mamlatdar offices, or Designated Officer locations using Form A . Upon submission, the Designated Officer or authorized subordinate must accept the application if complete or reject it with reasons if deficient, processing it within the stipulated time limit of 3 to 60 days, with online applications generating an instant provisional acknowledgement and status tracking via SMS or portal . No application fee is charged, but user charges apply as notified for each service, and public authorities must display forms, documents, and procedures in Gujarati, English, and Hindi at all offices for accessibility .

Acknowledgement Mechanism

Every application receives an immediate acknowledgement in Form B from the Designated Officer or Grievance Redressal Officer, containing the applicant's name and address, application date, unique acknowledgement number, service details, acceptance/rejection status, proposed delivery date, and officer's signature with stamp . This acknowledgement initiates the stipulated time limit for service delivery and serves as proof for tracking progress online via the portal or at the office; for online submissions, it is emailed or displayed digitally with the unique number for real-time monitoring . In case of rejection due to incomplete details, the acknowledgement includes reasons and allows resubmission within 7 days without additional fee, ensuring transparency by requiring all offices to issue receipts compulsorily and maintain records .

Appeal and grievance redressal

Appeal Process

If a notified public service is not delivered within the stipulated time limit, rejected without sufficient reasons, or provided deficiently, the aggrieved citizen may file a first appeal to the Designated Authority within 30 days from the expiry of the time limit or receipt of the decision, with the Designated Authority required to dispose of the appeal within 30 days after conducting a personal hearing and issuing a written order directing service provision or upholding the rejection i. A second appeal can be filed to the State Appellate Authority within 30 days of the Designated Authority's order, disposed within 45 days after affording an opportunity to be heard to both parties, with the Authority empowered to modify decisions, impose penalties, or direct compliance . Appeals are submitted in Form C (first appeal) or Form D (second appeal) via post, in person, or online through the Digital Gujarat portal, requiring no fee and including application details, grounds for appeal, and supporting documents, with delays condonable for sufficient cause .

Grievance Redressal Mechanism

Grievances are initially redressed by Grievance Redressal Officers (GROs) appointed at state, district, taluka, municipal, and panchayat levels, who must receive complaints in Form B, inquire within 15 days, remedy deficiencies, fix responsibility, and inform the complainant in writing about the action taken . If unresolved at the GRO level, grievances escalate through the appeal process to the Designated Authority and State Appellate Authority, with public authorities required to display GRO contact details, complaint procedures, and timelines in English, Gujarati, and Hindi at all offices . The mechanism integrates with the Digital Gujarat portal for online grievance registration and tracking using the acknowledgement number, allowing suo motu inquiries by the State Appellate Authority for systemic issues and annual reporting by public authorities on redressal performance .

Penalties

The Designated Authority or State Appellate Authority may impose a lump sum penalty of Rs. 1,000 to Rs. 10,000 on a Designated Officer or GRO for mala fide actions, willful neglect, or failure to discharge duties without reasonable cause, recoverable from the officer's salary after providing a hearing opportunity . A portion of the penalty may be awarded as compensation to the aggrieved citizen, not exceeding the penalty amount, with the Authority recommending departmental disciplinary proceedings or references under the Prevention of Corruption Act, 1988, for proven malfeasance . For repeated defaults, penalties escalate with adverse remarks in the officer's Annual Confidential Report, while compliant officers receive appreciation certificates and potential rewards recommended to the state government .

Uttrakhand right to service act ,2011

The Uttarakhand Right to Service Act, 2011 (Uttarakhand Act No. 20 of 2011), as amended by Act No. 1 of 2014 and Act No. 10 of 2023, is a state legislation designed to guarantee timely delivery of notified public services to citizens, enhancing transparency, accountability, and efficiency in governance. Enacted on October 4, 2011, it applies across all government departments in Uttarakhand and empowers citizens with enforceable rights to services within specified timelines, reducing delays and corruption. The Act establishes a multi-tiered grievance redressal system, including appeals and a dedicated commission, to ensure compliance.

Definition of right to service

Under Section 2, core terms are defined to clarify the framework. "Right to service" refers to the entitlement of an eligible person to obtain a notified service within the prescribed time limit, ensuring citizens have a legally protected claim against administrative delays. "Service" includes any public service notified under Section 3, such as certificates, licenses, or approvals from various departments. "Designated Officer" is the official responsible for delivering the service, while "First Appellate Authority" and "Second Appellate Authority" handle initial and secondary appeals, respectively."Given time limit" denotes the maximum period for service delivery, varying by service but strictly enforced. "Eligible person" covers any citizen qualified for the service, and "Commission" means the Uttarakhand Right to Service Commission established under Section 12.

Services avaliable

The Act empowers the State Government under Section 3 to notify services across departments, with over 200 services currently covered as of 2025, spanning revenue, health, education, transport, and social welfare.Examples include issuance of caste/income/residence certificates, birth/death registrations, electricity/water connections, driving licenses, land records (khasra/khatauni), pensions for widows/destitute, and NOCs for property transfers.Timelines are mandated: e.g., 15-30 days for certificates, 7-15 days for FIR copies, and up to 60 days for complex approvals like building permissions. Full lists and updates are available on the official Uttarakhand Registration Department portal and the Right to Service Commission website (ukrts.uk.gov.in), with department-wise notifications ensuring citizen access.

Application process and acknowledgment

Application Process

Citizens apply for services under Section 5(1) by submitting applications to the Designated Officer via online portals (e.g., serviceonline.uk.gov.in or department-specific sites) or physical facilitation centers. Required documents include identity proofs, affidavits, and service-specific forms, with no mandatory fees for most applications except nominal processing charges. Applications must be complete; incomplete ones may be returned with guidance for resubmission within 7 days. The process promotes digital integration, allowing tracking via acknowledgment numbers on the RTPS portal.

Acknowledgment Procedure

Upon receipt under Section 5(2), the Designated Officer issues an acknowledgment immediately, containing the application ID, service details, submission date, given time limit (assuming complete documents), and Designated Officer contact. This is provided electronically via SMS/email or in writing at facilitation centers, ensuring transparency and enabling status checks online or via toll-free helpline (1800-270-9818).If documents are deficient, the acknowledgment specifies corrections needed, with a 7 day window to comply, preventing arbitrary rejections. Section 4 mandates delivery within the "given time limit" notified under Section 3, ranging from 3-90 days based on service complexity. For instance, domicile certificates must be issued in 15 days, while pension approvals take 30 days. Extensions require written justification and applicant consent; failure triggers appeals and penalties.The Timeline Mandate document outlines department-specific deadlines, monitored quarterly by the Commission to ensure 95% compliance. Delays beyond timelines without reasonable cause (e.g., natural calamities) lead to daily penalties from Day 1 post-deadline.

Appeal and Grievance redressal

The Act provides a three-tier appeal mechanism for rejections or delays. Under Section 6, first appeals go to the First Appellate Authority within 30 days of rejection or timeline expiry, disposed within 30 days after hearings.Second appeals under Section 7 are filed within 30 days to the Second Appellate Authority, resolved in 60 days, with powers akin to civil courts for summoning evidence (Section 8). Revisions under Section 10 allow appeals to the Commission within 60 days, suo motu if needed. Grievances can also be lodged via the Commission's online portal or helpline, with real-time tracking. The Commission (Section 12) oversees all appeals, conducts inspections, and recommends systemic improvements.

Penalties and Compensation

Section 9 empowers the Second Appellate Authority (or Commission on revision) to impose lump-sum fines of ₹500-₹5,000 for non-delivery without cause, plus ₹250/day for delays (max ₹5,000). Officials receive hearings before penalties; compensation to applicants comes from fines (up to full amount). Persistent defaulters face disciplinary action under service rules (Section 9(3)), with the Commission recommending suspensions or transfers.Amendments in 2023 enhanced Commission powers for direct penalties, increasing enforcement. This deters negligence, with over 500 cases penalized annually per official reports.

The Jharkhand Rajya Sewa Dene Ki Guarantee Adhiniyam, 2011

The Jharkhand Rajya Sewa Dene Ki Guarantee Adhiniyam, 2011 (Jharkhand Act No. 20 of 2011), enacted on September 30, 2011, provides a legal framework for the time-bound delivery of public services, enhancing citizen accountability and administrative efficiency . It applies statewide and mandates service delivery within stipulated time limits, with provisions for appeals and penalties for non-compliance . The Act aims to combat delays and corruption, establishing a grievance redressal mechanism to ensure rights to critical services like certificates and land records .

Definition of Right to Service

Section 2 of the Act defines core terms: "right to service" is the entitlement to obtain a notified service within the stipulated time limit ; "service" refers to any service notified under Section 3, such as caste certificates or land records ; "designated officer" is the official responsible for service delivery ; "first appeal officer" and "second appellate authority" are the officials designated to handle appeals, often including local self-government representatives ; "stipulated time" is the maximum period for service delivery or appeal decisions, as notified by the State Government and "eligible person" is any citizen qualified to receive the service .

Service avaliable

The State Government notifies services under Section 3, with a citizen charter listing over 361 services as of 2025, including caste, domicile, and income certificates, birth and death registrations, land records (khasra, khatauni), and electrical connections . Land-related services like mutation were officially brought under the Act's purview in 2025 for timely delivery . Time limits vary: for example, a caste certificate for an OBC with a local inspection report takes 45 days, excluding holidays . The list is updated by the Department of Personnel, Administrative Reforms, and Raj Bhasa and is accessible via the dedicated portal .

Application process and Acknowledgment

Application Process

Any application filed for a notified service under the Act is deemed an application under this law, as per Section 5(1) . Applications can be submitted online through the Jharkhand Service Plus portal (serviceonline.jharkhand.gov.in) or in person at facilitation centers, often requiring registration on the portal . Required documents are specified for each service, such as identity proofs, affidavits, and proof of citizenship, and must be submitted with the application . The process is designed to be accessible across departments, although some reports suggest a need for better digital integration .

Acknowledgment Procedure

Upon receipt of a complete application, Section 5(1) mandates the designated officer or their authorized subordinate to issue a written acknowledgment . This acknowledgment includes the date of submission, the service applied for, the name of the designated officer, and the stipulated time limit for service delivery, starting from the date of receipt . This ensures transparency and allows applicants to track the status of their application, with the right to appeal if the service is not delivered within the stipulated time .Section 4 requires the designated officer to provide the notified service to the eligible person within the stipulated time limit, which is notified by the State Government under Section 3 . The timelines are service-specific, such as 45 days for a caste certificate with an inspection, and are designed to be reasonable and enforceable . The first appeal officer also has a time limit for deciding appeals, which is part of the stipulated time notified for the service . Non-compliance without reasonable cause is the basis for penalties and compensation .

Appeal and Grievance Redressal

The Act establishes a two-tier appeal system. Under Section 6(1), an applicant can file a first appeal to the first appeal officer within 30 days of the application being rejected or the stipulated time limit expiring . The first appeal officer can order the service to be provided or reject the appeal . A second appeal lies to the second appellate authority within 60 days of the first appeal decision, which can also order the service and impose penalties . The appellate authorities have the powers of a civil court, including summoning documents and witnesses . Direct applications to the first or second appellate authority are allowed for non-compliance with Section 5 . The second appellate authority has the power to impose penalties on designated officers for deficiency of service under Section 7. A lump-sum penalty of ₹500 to ₹5,000 can be imposed for failure to provide service without reasonable cause, or a penalty of ₹250 per day of delay, capped at ₹5,000 . The officer must be given a reasonable opportunity to be heard before any penalty is imposed . The Act's provisions are in addition to any other penalties under existing laws . The second appellate authority may also order the appellant to be compensated from the penalty imposed, with the compensation not exceeding the penalty amount . The penalty is deducted from the salaries of the designated and first appeal officers, and their subordinate staff, in proportions set by their respective departments .

As defined in official document

The Right of Citizens for Time Bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011 (Citizens Charter)

The Right of Citizens for Time Bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011, seeks to establish a statutory mechanism to ensure that citizens receive goods and services within prescribed timelines. It obliges all public authorities to publish a Citizens Charter within six months of the Act's commencement, which details services available and their delivery times. The Bill empowers citizens to file complaints related to the Citizens Charter, the functioning of public authorities, or violations of laws, policies, or schemes. To facilitate grievance redressal, every public authority is required to appoint officers responsible for addressing complaints, which must be resolved within 30 working days. The Bill also provides for the establishment of Central and State Public Grievance Redressal Commissions to oversee the grievance handling process. Penalties of up to Rs 50,000 may be imposed on responsible officials failing in their duties.

However, the Bill presents certain challenges, including issues of legislative competence as public services fall under state jurisdictions, potential duplication of grievance mechanisms with existing laws, and limitations on complainant eligibility restricted to citizens only. Additionally, the provisions for removal of Commissioners without judicial inquiry and appeals lying to as-yet unestablished Lokpal or Lokayuktas raise concerns about procedural safeguards.

Technological transformation and initiatives

Madhya Pradesh Lok Seva Guarantee Portal

Accessible. at: https://mpedistrict.gov.in/MPL/Index.aspx#

With the 2021 amendment, the Madhya Pradesh Act explicitly provides for digital workflows, online tracking, and MIS-enabled monitoring, allowing senior officials and citizens to track applications, review deadlines, and escalate grievances efficiently.

https://mpedistrict.gov.in/MPL/PublicReports.aspx

https://mpedistrict.gov.in/MPL/StatisticsAtGlance.aspx

The legislation ensures robust accountability through a two-stage appeals process:

• If a service is not provided in time, the citizen may appeal to the first appellate authority.
• If unsatisfied, or in case of negligence, a further appeal can be made to a second appellate authority empowered to impose fines and order disciplinary action.
• Where a fine is levied on a delinquent officer, compensation may be paid to the affected applicant.

RTPS Bihar

RTPS Online Appeal and Review Portal — a platform designed to streamline citizen grievances under the Bihar Right to Public Services Act, 2011. The portal allows citizens to file appeals and request reviews online in cases of service denial or delay, incorporating features like paperless processing, digital signatures and real-time dashboards.

https://serviceonline.bihar.gov.in/#

e-SLA Delhi

https://esla.delhi.gov.in/

Himachal Pradesh RTPS

Dash boardWebsite : https://edistrict.hp.gov.in/pages/staticSite/eodbDash.xhtml?faces-redirect=true

Odisha RTPS

Interface of Odisha right to public service Website : https://ortpsa.odisha.gov.in/

Maharashtra RTPS

Maharashtra RTPS DasboardWebsite : https://aaplesarkar.mahaonline.gov.in/en/CommonForm/DashBoard_Count

Assam RTPS

Assam RTPS dashboardWebsite : https://rtps.assam.gov.in/dashboard/

West bengal RTPS

Website interface of West bengal RTPSWebsite : https://udma.wb.gov.in/page/cms/west_bengal_right_to_public_service_act__rules_2be3c4

Gujarat RTPS

Website interfaceWebsite : https://panchmahals.nic.in/document/gujarat-right-of-citizens-to-public-service-act-2013/

Uttrakhand RTPS

Dash Board of the website Website : https://eservices.uk.gov.in/dashboard

Jharkhand RTPS

Dash board of Jharkhand RTPS website Website: http://rtgsa.jharkhand.gov.in/DashboardHome.aspx

Research that engages with Right to Public Service

State Legislation on Right to Time-Bound Delivery of Service: An Overview (Accountability Initiative)

This research brief by Swagata Raha employs a qualitative analysis of public service guarantee laws enacted in Indian states since 2010, based on legal provisions, governmental notifications, and implementation records. Its scope includes citizens' rights to receive timely government services, the structure of appeals and grievance redressal mechanisms, penalties on dilatory officials, compensation provisions, and variations in state-level implementations. The report finds that while these laws have significantly clarified citizen entitlements and created formal accountability frameworks, challenges remain in inconsistent penalty enforcement, varied and sometimes cumbersome appeals processes, and lack of widespread awareness among citizens. The establishment of Right to Service Commissions adds an oversight layer, though questions about their independence and effectiveness persist. Overall, the report highlights the reformative potential of these laws in enhancing transparent and accountable public service delivery but calls for harmonizing provisions and strengthening institutional capacity to improve their impact.

Here are some snapshots from the report that compare these acts

Grounds for First Appeal; p..5 Swagata Raha, 'State Legislation on Time-Bound Delivery of Service: An Overview' (Accountability Initiative, January 2012) http://www.accountabilityindia.in/wp-content/uploads/2020/03/policy_brief_right_to_service_laws_0.pdf

Action that can be taken by First Appellate Authority; p.6 Swagata Raha, 'State Legislation on Time-Bound Delivery of Service: An Overview' (Accountability Initiative, January 2012) http://www.accountabilityindia.in/wp-content/uploads/2020/03/policy_brief_right_to_service_laws_0.pdf

Functions of Second Appellate Authority/Reviewing Authority. p.8; Swagata Raha, 'State Legislation on Time-Bound Delivery of Service: An Overview' (Accountability Initiative, January 2012) http://www.accountabilityindia.in/wp-content/uploads/2020/03/policy_brief_right_to_service_laws_0.pdf

Penalties Imposed in case of Violation of Right to Service. P.11; Swagata Raha, 'State Legislation on Time-Bound Delivery of Service: An Overview' (Accountability Initiative, January 2012) http://www.accountabilityindia.in/wp-content/uploads/2020/03/policy_brief_right_to_service_laws_0.pdf

Analysis of the Right of Citizens for Time Bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011 (Accountability Initiative)

This Research study by Swagata Raha focuses on critically examining the provisions, implementation mechanisms, and potential impact of the proposed central legislation aimed at guaranteeing citizens’ right to timely public service delivery and an effective grievance redressal system. The report analyzes key features such as mandatory publication of Citizens Charters, establishment of grievance redress officers (GROs) at multiple administrative levels, appeal mechanisms including Designated Authorities and Public Grievance Redressal Commissions, and the imposition of penalties on defaulting officials. It explores the broad definition of "public authority," "complaint," and the implications of the bill’s provisions on existing laws and institutions, highlighting areas of ambiguity and potential challenges in coordination and jurisdiction. The scope further includes assessment of institutional autonomy, accountability frameworks, and accessibility concerns. Overall, the report aims to provide a detailed policy analysis to inform legislative debate and enhance the effectiveness of citizens' rights to service delivery and grievance redress in India.

Right to Public Service Acts in India: The Experience from Bihar and Madhya Pradesh (Accountability Initiative)

This Research report by Nick Robinson scopes the examination of the implementation and impact of Right to Public Service Acts in the Indian states of Bihar and Madhya Pradesh. It explores how these Acts, which legally mandate timely delivery of various public services with penalties for delays or wrongful denial, are addressing the longstanding issues of inefficiency, corruption, and lack of accountability in public service delivery. The report assesses procedural changes such as simplified application systems, grievance redressal mechanisms, and computerization of service tracking. It highlights the roles of different administrative actors, resource allocation, and citizen awareness in influencing the success of these laws. The scope also covers broader governance challenges, political dynamics, and policy recommendations for sustainable bureaucratic reform, focusing on rights-based approaches to improve service delivery quality and administrative accountability in these states. This report aims to provide insights for policymakers, civil society, and researchers interested in enhancing public service governance in India.

Public Sector Delivery Mechanisms: Success Story of Madhya Pradesh (Grant Thornton India LLP)

The report focuses on documenting the scope and impact of public service delivery reforms in Madhya Pradesh, centered around the enactment of the Public Service Guarantee Act (PSGA) 2010 and related governance initiatives. It covers the legislative framework, institutional structures, technological platforms, and delivery mechanisms deployed to ensure timely, transparent, and accountable access to over 450 government services across 47 departments. The report examines key initiatives like Samadhan Ek Din, CM Helpline, CM Dashboard, and MP MyGov that enhance citizen engagement, grievance redressal, and performance monitoring. It also highlights the integration of multiple service delivery channels, including online portals, Lok Seva Kendras, and kiosks, aiming to improve accessibility, especially for marginalized groups. Additionally, the report outlines the role of partnerships, data analytics, capacity building, and future strategies to sustain and scale these reforms across the state.

Right to Timely Delivery of Public Services – A Necessity for Promoting Citizen-Centric Administration in 21st Century India (NUJS Journal of Regulatory Studies)

This research paper by Yashomati Ghosh & Shailendra Kumar the evolution and significance of legal frameworks ensuring the time-bound delivery of public services across India. It focuses on the challenges citizens traditionally faced in accessing government services, including corruption, delays, and discretionary denial without legal recourse. The study analyzes various legislative efforts, notably the Right of Citizens for Time Bound Delivery of Goods and Services Bill, 2011, and similar State-level Public Services Guarantee Acts, highlighting their common features such as designated officers, appeal mechanisms, penalty provisions, and grievance redressal systems. It also surveys the limitations of alternative remedies like Lok Adalats, Consumer Courts, Tribunals, and Lokayuktas. The paper underscores the need for effective implementation, accountability, and harmonization of these service delivery laws to foster a citizen-centric and transparent administration in India. The scope includes comparative insights into state initiatives, focusing on providing legal entitlements for public services and mechanisms to combat administrative inefficiencies and corruption.

From Policy to Practice: Strengthening Public Service Delivery through the Haryana Right to Service Act and the Auto Appeal System

This research paper by Himanshi Rastogi and Megha Tomar critically examines the implementation and impact of the Haryana Right to Service Act, 2014 and explores the effectiveness of the Auto Appeal System (AAS), introduced in 2021 as an ICT enabled solution to overcome challenges in service delivery. The study uses a qualitative research design and draws on primary data from interviews with officials at Haryana Right to Service Commission, as well as secondary data from the Antyodaya SARAL and AAS portals. The findings show that the integration of AAS significantly enhanced service compliance timelines, decreased appeal-related delays, enforced accountability through automatic escalation mechanisms and contributed to environmental sustainability by digitizing the redressal process. The study also emphasizes the favorable institutional and administrative reforms prompted by the Act, as well as the acknowledgment of Haryana's model as a replicable framework for citizen-centric governance. Overall, this research demonstrates how legal backing combined with digital innovation can foster good governance, promote citizen trust and provide a roadmap for other states seeking to implement right-to-service frameworks.

Study of Right to Service Acts of Selected Indian States (AIGGPA)

This Research Study by the Atal Bihari Vajpayee Institute of Good Governance, undertakes a comparative examination of the Right to Service (RTS) Acts enacted in various Indian states, with a particular focus on Madhya Pradesh. The scope of the report includes an analysis of the key legal provisions, timelines prescribed for delivery of public services, penalty mechanisms to ensure accountability, and identification of nodal departments responsible for enforcement under these Acts. Additionally, the study assesses the number and types of public services notified under the RTS Acts and evaluates their implementation efficacy across the states surveyed.vThe report specifically evaluates Madhya Pradesh's pioneering RTS Act, analyzing the timelines set for delivery of frequently availed services and recommending the expansion of the list of notified services to increase citizen access and satisfaction. It draws on comparative insights from other states to suggest improvements in service delivery timelines and enforcement frameworks.

The Right to Public Service Delivery in India: A Review of Six States (RGICS)

This Research Report by Arnab Bose and the Rajiv Gandhi Institute for Contemporary Studies is to critically examine the development, legislative frameworks, and implementation effectiveness of Right to Public Service Acts across six Indian states—Madhya Pradesh, Bihar, Delhi, Maharashtra, Karnataka, and Rajasthan. The report covers a comparative analysis of service delivery mechanisms, grievance redressal systems, timelines for service provision, and accountability through penalties. It evaluates how these Acts have influenced transparency, inclusivity, and responsiveness in public service delivery. Furthermore, the study explores the challenges faced in operationalizing these laws, such as institutional capacity, digital infrastructure, and citizen awareness, and offers recommendations to strengthen governance reforms. The scope extends to identifying best practices, assessing state-specific innovations, and providing policy insights aimed at improving equitable and timely access to public services for all citizens.

Chalenges and Way Forward

The Right To Public Service Act has notably impacted governance in India, promoting accountability and transparency within public delivery systems. The act encourages actively engaged processes demanding timely delivery, fosters a sense of ownership regarding governance, and encourages hold-accountable actions. Additionally, establishing apparent timelines and provision penalties for non-compliance led many departments to streamline processes, improve efficiency, shift towards reduced waiting times, and increase citizen satisfaction. The Right To Public Service Act aligns broader reforms to enhance transparency and accountability; the administration encourages good practices, making answerable actions while supporting other rights-based legislation such as Information (2005). Laws create a supportive framework that reinforces rights and promotes participatory governance.

Despite its ambitious goals and widespread implementation across states, the Right To Public Service Act faces several challenges that hinder its effectiveness. One significant issue is the lack of awareness among citizens regarding their rights under this act. Many individuals remain uninformed about provisions available to them, demanding timely services or seeking redressal grievances-related delays. This gap in awareness limits citizen engagement and diminishes the potential impact of governance. Bureaucratic resistance also poses a challenge to practical implementation. Some officials may be reluctant to change established practices or lack motivation due to insufficient penalties and oversight mechanisms.

Furthermore, there may be instances where manipulated timelines evade accountability due to systemic inefficiencies within government departments. This resistance can undermine objectives and perpetuate existing bureaucratic hurdles. Inconsistent enforcement across states further complicates matters. While some states have made considerable progress in implementing acts effectively, others lag due to a lack of political and administrative capacity. This inconsistency leads to unequal experiences among citizens seeking services in different regions of India. Corruption remains another significant challenge despite the intention of the act to curb corrupt practices at lower bureaucratic levels.

In contrast, penalties for non-compliance stipulated within ongoing vigilance are necessary to ensure compliance and address corrupt practices effectively. Without robust mechanisms monitoring compliance and addressing corruption effectively, the potential impact of all levels of government operation on the Right To Public Service Act reduction remains limited. Moreover, while many states cover essential services under respective acts, most of the public remains outside the framework. Expanding the scope covered would enhance engagement satisfaction with operations.

Conclusion

In conclusion, challenges remain regarding gaps among citizens and bureaucratic resistance within departments, but the Right to Public Service Act represents significant advancement toward accountable governance efficient delivery in India. Continuous efforts must be made to raise awareness about rights and ensure consistent enforcement in all states. Expanding coverage would further enhance engagement satisfaction operations. As more adopt similar frameworks and refine existing lessons learned from experiences over time, India moves closer to providing timely efficiency that effectively meets all needs. The journey ahead requires commitment, both engaged in working together to improve outcomes enhanced mechanisms by legislative frameworks like the Right to Public Service Act.

Implementing the Right to Public Service Act will depend mainly upon several factors, including political will commitment from state governments and civil society organizations to raise awareness and educate the entire populace about entitlements under this law. Moreover, leveraging technology to streamline processes and ensure transparency could enhance these initiatives’ effectiveness. Also, fostering collaboration between stakeholders, including local communities and NGOs, could help identify gaps in existing systems and develop innovative solutions to address them effectively. This collaborative approach not only empowers citizens accountable but also contributes to building trust between them and institutions, fostering an environment conducive to good governance.