Central Information Commission
Banwari Lal Mandiwala vs Life Insurance Corporation Of India on 19 March, 2026
केन्द्रीय सूचना आयोग
Central Information Commission
बाबा गंगनाथ मागग, मुननरका
Baba Gangnath Marg, Munirka
नई निल्ली, New Delhi - 110067
नितीय अपील संख्या/Second Appeal No. CIC/LICOI/A/2024/138669
Banwari Lal Mandiwala ......अपीलकताग/Appellant
VERSUS
बनाम
CPIO: LIC ....प्रनतवािीगण/Respondents
Date of Hearing : 18.03.2026
Date of Decision : 18.03.2026
Information Commissioner : Shri Surendra Singh Meena
Relevant Facts emerging from appeal:
RTI application : 31.05.2024
PIO replied on : 01.07.2024
First Appeal filed on : 31.07.2024
First Appeal Order on : 27.08.2024
2nd Appeal received on : 02.12.2024
CIC/LICOI/A/2024/138669 Page 1 of 12
Information soughtand background of the case:
The Appellant filed an RTI application dated 31.05.2024 seeking information on the following points:
"(a) (1) LIC Act, 1956 में वनणग त 8-उद्देश्ों के के व्यापक प्रसार ओर नकयाग न्वन हे तु मंडल कायाग लय जयपुर प्रथम ओर इसके अनिकार क्षेत्र के शाखा कायाग लयों में क्या क्या कायग नकया गया है और नकया जा रहा है ओर भनवष्य में क्या क्या कायग करने की योजना है । (2) LIC Act, 1956 में वनणग त 8-उद्देश्ों के के व्यापक प्रसार हे तु मंडल कायाग लय ओर अनिकार क्षेत्र की शाखा कायाग लयों में जागरूकता हे तु बैनर/फ्लेक्स/नवज्ञापन इत्यानि पर कोई बजट आवंटन नकया गया है और उस बजट को नकन नकन मिों में खचग नकया गया है । (तानलका में मय कायग और ख़चे का नववरण मिवार बताये) (3) LIC Act, 1956 में वनणग त 8-उद्देश्ों के के व्यापक प्रसार में ग्रामीण इलाकों में पहुँ च सुनननित करने हे तु क्या क्या कायग नकये जा रहे हैं , इसके नलए क्या क्या योजनायें बनाई गई है और इस कायग मे मिवार नकतना बजट आवंटन ओर ख़चग नकया गया है ।
(b)(1)Citizens Charter (Revised, 2022) के मंडल कायागलय ओर उसके अिीनस्थ शाखा कायागलयों में व्यापक प्रचार प्रसार के नलये क्या क्या कायग नकये गये है । मंडल कायागलय ओर उसके अनिकार क्षेत्र की शाखा कायागलयों में जागरुकता हे तु बैनर/फ्लेक्स/नवज्ञापन इत्यानि पर कोई बजट आवंटन नकया गया है ।
(2) Citizens Charter (Revised, 2022) के मंडल कायाग लय ओर उसके अिीनस्थ शाखा कायाग लयों में व्यापक प्रचार प्रसार हे तु (i) ग्राहकों के नलए क्या क्या नकया गया है और नकया जा रहा है ।
(ii) To work force we will CIC/LICOI/A/2024/138669 Page 2 of 12 Provide an environment and the opportunities for Growth to enable them to realise their full potential इसके नलये क्या कायगयोजना है और कमगचाररयों की ग्रीवान्सेस ओर संतुनि के नलये क्या कायगवाही की गई है ।
(iii) ग्राहकों की संतुनि के नलये क्या Standards पैरामीटर तय नकये गए हैं और इन पैरामीटरों को मंडल कायाग लय के अनिकार क्षेत्र में लागू करने के नलए क्या क्या कायग, जागरूकता अनभयान, फीडबैक इत्यानि का पालन नकया गया है ।
(iv) ग्राहकों की सेवा के नलये क्या Standards पैरामीटर तय नकये गए हैं और इन पैरामीटरों को मंडल कायाग लय के अनिकार क्षेत्र में लागू करने के नलये क्या क्या नकया जा रहा है ।
(C) भारतीय जीवन बीमा ननगम, के केंद्रीय कायाग लय िारा जारी ग्रीवान्सेस ररडसगल मेकननजम (GRM for employees of the corporation) (Circular No.CO/Per/ER-A/279/2021 dt.20.10.2021 की अनुपालन के नलये मंडल कायाग लय जयपुर ओर उसकी अिीनस्थ शाखाओ में क्या क्या व्यवस्था की गई है , इस GRM के तहत मंडल कायाग लय में नकतनी ग्रीवान्सेस प्राप्त हई है और उन ग्रीवान्सेस पर क्या क्या कायगवाही की गई है , नकतनी ग्रीवान्सेस पेंनडं ग है , नकतनी ग्रीवान्सेस उच्च कायाग लयों में भेजी गई है, इसका सम्पूणग नववरण मय िस्तावेज, कायाग लय नटप्पणी, वतग मान स्स्थनत मय तानलका उपलब्ध करवाये।"
The CPIO replied vide letter dated 01.07.2024 and the same is reproduced as under:-
"सूचना का अनिकार अनिननयम, 2005 के तहत आपका नि 31.05.2024 का आवेिन हमें निनां क 04.06.2024 को प्राप्त हआ, नजसमें आपने LIC Act 1956 में वनणग त 8 उद्देश्ो के व्यापक प्रसार CIC/LICOI/A/2024/138669 Page 3 of 12 और नियान्वन हे तु तथा ग्रामीण इलाकों में पहच सुनननित करने हे तु क्या क्या कायग नकये तथा बैनर फ्लेक्स नवज्ञापन आनि पर आवंनटत बज़ट व खचग. नसटीजन चाटग र के व्यापक प्रचार / प्रसार के नलए नकये गए कायग व नग्रवान्सेस रे डर े सल मेकननजम की अनुपालना के नलए जानकारी मां गी है नजसके संबंि में वां नित सूचना नबन्िु वार ननम्न है :
सूचना नबन्िु (a) (i) (ii) (iii) आवेिक को सूनचत नकया जाता है नक LIC Act 1956 में वनणग त 8 उद्देश्ो के व्यापक प्रसार और नियान्वन, सूचना का अनिकार अनिननयम, 2005 िारा 8 (1) (डी) नजसका संबंि वानणस्िक नवश्वास एवं व्यापाररक गोपनीय बातों से है , तथा इसके प्रकटन से नकसी लोक नहत का सम्बन्ध नही होने से प्रकटन में िूट प्राप्त है अतः सूचना िे य नही है ।
नबन्िु (B) (1) नसटीजन चाटग र के व्यापक प्रचार / प्रसार के नलए सभी शाखा कायाग लयों में नसटीजन चाटग र के बोडग /फ्लेक्स आनि लगवाए गए है ।
इस हे तु अलग से कोई बजट नहीं है ।
(2) नसटीजन चाटग र (revised 2022) के व्यापक प्रचार / प्रसार हे तु ग्राहकों के सूचनाथग सभी शाखा कायाग लयों में इससे सम्बंनित बोडग /बैनर आनि प्रिनशग त नकये गए है ।
(ii) कमगचाररयो की नग्रवान्सेस हे तु केंद्रीय कायाग लय िारा जारी पररपत्र "नग्रवान्सेस रे डर े सल मैकेननजम (CO/Per/ERA/279/2021) निनां क CIC/LICOI/A/2024/138669 Page 4 of 12 20/10/2021 संग्लन है तथा समय समय पर कमगचाररयो के नलए प्रनशक्षण कायगिम आयोनजत नकये जाते रहे है ।
(iii व iv) ग्राहकों की सेवा एवं संतुनि के नलए नसटीजन चाटग र 2022 के अनुसार ही पैरामीटर तय नकये गए है और उसी अनुसार ही लागू नकये गए है जो नक आमजन की सूचना के नलए public domain भारतीय जीवन बीमा ननगम की साईट (licindia.in) पर उपलब्ध है ।
(C) भारतीय जीवन बीमा ननगम के केंद्रीय कायाग लय िारा जारी पररपत्र "नग्रवान्सेस रे डर े सल मैकेननजम (CO/Per/ERA/279/2021) निनां क 20/10/2021 के अनुपालन के नलए सकुगलर अनुसार, प्राथनमक स्तर पर शाखा प्रभारी को नशकायत ननवारण हेतु अनिकृत नकया गया है तथा मंडल कायाग लय में मंडल नवभागाध्यक्ष को सम्बंनित नवभाग की नशकायत ननवारण हे तु अनिकृत नकया गया है । यनि प्रथम स्तर पर नकसी की नशकायत का ननवारण नहीं होता है तो नितीय स्तर पर मंडल प्रभारी (मंडल स्तर पर) को संपकग नकया जा सकता है ।
आपने अपने आवेिन में कोई अवनि का वणग न नही नकया है तथानप सूचना का अनिकार, अनिननयम 2005 की मूल भावना के अंतगगत हम आपको सूनचत करना चाहते हैं नक वतगमान नवत्तीय वर्ग में GRM के तहत मंडल कायाग लय में नितीय स्तर पर कोई नग्रएवां स (Grievance) प्राप्त नही हई है ।"
Dissatisfied with the response received from the CPIO, the Appellant filed a First Appeal dated 31.07.2024. The FAA vide order dated 27.08.2024 stated as under:-
"Clarification of A: The queries in Points 1, 2 & 3 above are non- specific, incomplete, wide, vague and not as envisaged as per provisions of RTI Act, 2005. The information sought in above points 1 CIC/LICOI/A/2024/138669 Page 5 of 12 and 3 is not maintained in the form of a "record" as defined under Section 2(i) of RTI Act, 2005 by this Office of Public Authority as it is not mandated by any law being in force and not required for day-to- day working of the Divisional Office. As such, no information as defined under Section 2(f) of RTI Act, 2005 is available with Office of Public Authority. Further, it is re-iterated that no separate budget is allocated by the respondent organization for spreading awareness of 8 Objectives as mentioned in LIC Act, 1956. This Office of Public Authority can only provide information which is available as a "record" as per the provisions of RTI Act.
It is further clarified that the efforts taken to spread insurance awareness as per the 8 Objectives mentioned in the LIC Act, 1956 and achieve the Mission & Vision goals of the respondent organization reflects in the performance of the entire respondent organization and the Corporation disseminates information on its operations and initiatives on a regular basis. The Corporation's website www.licindia.in serves a Key awareness facility for all its stakeholders, allowing them to access information at their convenience. It provides comprehensive information on the Corporation's Strategy, Financial performance, Operational performance and latest Press releases. The Appellant can access information for the entire Corporation on the official website of the respondent organization www.licindia.in from the last Annual Report for FY 2023-24 by following path - Google chrome licindia.in Home Page Investor Relations Financial details → Annual Report → Annual Report 2023-24 English version (792 pages) by feeding the page no. in Page field → Page no. 180-Point (iii) - Rural thrust (ह द िं ी पृष्ठ-25), Page 188-Point no.8 (i, ii & iil) - Key Performance Indicators (ह द िं ी पृष्ठ-33), Page 190-Point no.9 - Software development (ह दिं ी पृष्ठ-CIC/LICOI/A/2024/138669 Page 6 of 12
35), Page 197-Point no. 4 Products, Point no. 5 A Customer Relationship Management (ह द िं ी पृष्ठ-42), Page 198-Point no. 7 (ii) -
Information Technology (ह द िं ी पृष्ठ-43), Page 209-Point no. 22 - Rural and Social Sector Obligations (ह द िं ी पृष्ठ-54), Page 210 - Point no. 31- Investor relations (ह द िं ी पृष्ठ-55), Page 236-Point E-Policyholders' Protection Committee (ह द िं ी पृष्ठ-81), Page 253-Point F-Means of Communication (ह द िं ी पृष्ठ-98), Page 290-Point no.2 - List of Stakeholders identified and frequency and mode of engagement with each stakeholder (ह द िं ी पृष्ठ-136), Page 304-Leadership Indicators - Point no.1 - Details of Public policy positions advocated by the entity (ह द िं ी पृष्ठ-147) and Page 309 & 310 - Leadership Indicators - Point no.1 to 4-Channels/platforms where information on products and services of the entity can be accessed (ह द िं ी पृष्ठ-155 & 156).
From above, it is clearly seen that the information sought by the Appellant is not part of Government documents as mis-understood by him. The information sought is not maintained Division wise by the respondent organization and is available in public domain on www.licindia.in website of the respondent organization (as informed in above para) for the entire respondent organisation. The Office of Public Authority can only provide information in the form and as available with it, as per provisions of RTI Act, 2005.
Clarification of B: The information sought in above points 1 to 4 is not maintained in the form of a "record" as defined under Section 2(i) of RTI Act, 2005 by the respondent organization and as such no information as defined under Section 2(f) of RTI Act, 2005 is available with Office of Public Authority. Further, it is re-iterated that no separate budget is allocated by the respondent organization for spreading awareness of Citizens Charter Revised 2022. This Office of CIC/LICOI/A/2024/138669 Page 7 of 12 Public Authority can only provide information which is available as a "record" as per provisions of RTI Act. Further, the Appellant can access Citizens Charter Revised 2022, which is self-explanatory, on the Official website www.licindla.in by following path Google chrome licindia.in Botom of Home Page → Citizens Charter. Also, the Appellant can access information sought in Points 3 & 4, for the entire respondent organization on the Official website www.licindia.in by following path Google chrome licindia.in Home Page Investor Relations → Financial details → Annual Report → Annual Report 2023-24 → English version (792 pages) by feeding the page no. in Page field → Page no. 285-Point no.6-Mechanism available to receive and redress grievances of the employees (ह द िं ी पृष्ठ-131) and Page 307 & 308-Essential indicators - Point no.1 - Mechanism in place to receive and respond to Customer complaints and feed-back (ह द िं ी पृष्ठ-157 & 158).
Further, the Appellant has ralsed new points on the basis of the CPIO's reply a) that the Board/flex of Citizens charter has been installed in branches and b) training programs for employees' grievance redressal mechanism in place are being organised for employees from time to time, at the Appeal stage, expanding the scope of RTI application. The Appellant's request for Inspection of branches coming under the jurisdiction of LIC Divisional Office Jaipur I, for checking whether Citizens Charter board/flex is put up or not, is not feasible and cannot be acceded to, at appeal stage. The Branches are sensitized to put up the Citizens Charter at strategic points for the knowledge of Customers and employees, by the Divisional Office and implementation of the same is checked during QMA visits/Inspection of the branches. The CPIO has not given any wrong information as the information whether the board/flex of Citizens Charter is put up CIC/LICOI/A/2024/138669 Page 8 of 12 or not by a particular branch, at a particular time is not maintained by the Divisional Office and the CPIO has only communicated the steps taken for creating awareness of the Citizens Charter of the respondent organisation to all.
Aiso, the CPIO has never mentioned that Specific Training Sessions are held for employees giving information about the Employees Grievance redressal mechanism of the respondent organisation. The employees in service with the respondent organisation are informed through routine training sessions on various topics wherein the Grievance Redressal mechanism for Employees is only a part topic of the training session. The employees in service are also expected to visit the internal website of the respondent organisation - Jeevan Sanchar to keep themselves abreast of latest information and can access the e-samadhan portal for Grievance Redressal mechanism in place for the employees.
Clarification of C: The Appellant has raised new point at the Appeal stage, seeking inspection of all the grievances filed by him from July 2021 to May 2024, which is expanding the scope of RTI Application and cannot be dealt with, at the Appeal stage.
Background of the case: It is pertinent to mention here that the Appellant was initially attached to Branch Beawar coming under the jurisdiction of Ajmer Division and sought transfer to Jaipur Division and further posted in Branch Jhotwara. The Appellant is seeking recognition of his business done in Ajmer Division (by his agency force while he was posted there), while considering his Appraisal. The Appellant has been informed, vide letters dated 25.07.2022 that his request cannot be permitted as per rules. Copy of this letter attached herewith.
CIC/LICOI/A/2024/138669 Page 9 of 12Further, it is observed that the Appellant is harbouring grievance and is informed that the RTI forum is not a Grievance redressal forum and the domain of adjudication in the matter is out of purview of RTI Act.
Also, under the provisions of the RTI Act, 2005, only such information as is available and existing and held by the office of Public Authority or is under the control of the Public Authority can be provided. The Applicant may approach appropriate forum for redressal of his grievance if any."
Aggrieved and dissatisfied, the Appellant approached the Commission with the instant Second Appeal.
Facts emerging in Course of Hearing:
The appellant was present through video conference.
The respondent Ms. Neera Apte, Manager, was present through video conference.
The appellant inter alia submitted that he has sought information regarding work done, budget allocated for banners/advertisement for creating awareness in the branch office for implementation of eight objective mentioned in the LIC Act, 1956, but no proper reply was provided by the respondent.
The respondent while defending their case inter alia submitted that the RTI application has been responded vide letter dated 01.07.2024. She further submitted that all information regarding expenditure done by the branch is mentioned in their annual report which is available on their website and the relevant weblink has also been given by the FAA vide order dated 27.08.2024. The respondent also stated that the appellant has not specified the time period for the information sought. In response, the appellant during hearing submitted that expenditure incurred for awareness in the branch CIC/LICOI/A/2024/138669 Page 10 of 12 office in implementation of eight objective mentioned in the LIC Act, 1956 in last three years may be provided. The respondent submitted that she will provide details of expenditure spend for awareness in their branch office in the revised reply.
Decision:
In the light of the above facts, the respondent is directed to provide revised reply to the appellant, within three weeks after receipt of this order. With this direction, the appeal is disposed.
Sd/-
(Surendra Singh Meena) (सुरेंद्र ससिंह मीना) Information Commissioner (सूचना आयुक्त) निनां क/Date: 18.03.2026 Authenticated true copy Ramesh Babu Krishnan (रमेश बाबू कृष्णन) Dy. Registrar (उप पंजीयक) 011-26105027 CIC/LICOI/A/2024/138669 Page 11 of 12 Addresses of the parties:
1. Banwari Lal Mandiwala
2. The CPIO LIC of India, Divisional Office I, Jeevan Prakash, -Bhawani Singh Road, Plot No. 65, Jaipur-302005 CIC/LICOI/A/2024/138669 Page 12 of 12 Recomendation(s) to PA under section 25(5) of the RTI Act, 2005:-
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