"The pendency of grievances ranging from a few days to up to 11 years shows that there are various flaws in the system and in the administrative mechanism which needs immediate attention," the report tabled in Parliament today said.

The internal control for monitoring of redressal of grievances in the I-T Department was not proper as prescribed register or monthly reporting system was deficient, it said.
"Due to improper maintenance of grievance register, vital information such as nature of grievances, grievance code etc is not captured leading to delay in redressal," it said.

There are 7,167 cases pending for disposal by the concerned assessment office as on March 31, 2012, it said, adding that the stipulated period of disposal is 60 days.

"We noticed that the department disposed of an average of 59 percent of grievances within the stipulated period during
2011-12. Only in 18 Grievances Cells, the disposal of grievances within stipulated period was more than 60 percent," it said.
However, it said, in 8 Grievance Cells, percentage of disposal ranged from 3.8 per cent to 22.5 only.

The average percentage of disposal of grievances within a stipulated period during 2010-11 and 2011-12 was 55 and 59 percent respectively.
Grievance redressal is one of the most important aspects of the Department function, it said, adding, promptness and sensitivity in this regard projects the overall impression of the department in public.
"Therefore, disposal of grievances should not increase in qualitative term only but it should also be ensured that satisfaction, dignity and rights of the petitioners are given due importance and priority," it said.

Citing CBDT rely, the report said the board stated that it will be ensured that the percentage of disposal would increase in future.


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