(1)For every complaint received, the District Grievance Redressal Officer shall verify whether there is a prima-facie substance in the complaint to proceed in the matter.(2)If the District Grievance Redressal Officer is satisfied that there is prima-facie substance in the complaint, he shall seek explanation in the matter from concerned officer or person or agency along with relevant documents. The requisite explanation and documents shall be furnished by the concerned officer/person/agency to the District Grievance Redressal Officer, within fifteen days.(3)Based on the explanation of concerned officer or person or agency and the available documents, if the District Grievance Redressal Officer is satisfied about the veracity of the grievance, he shall redress the complaint within a period of thirty 30 days from the date of receipt of the complaint. District Grievance Redressal Officer shall dismiss the complaint, in case no merit is found.(4)If the District Grievance Redressal Officer feels that the matter needs to be further examined, he may,-(i)get the matter enquired by a suitable officer of the State Government at District level and decide on the basis of report so received within forty five days from the date of receipt of the complaint, or(ii)if considered necessary, give an opportunity to the complainant and officer/person/agency concerned with the complaint, to present their case on a fixed date and after having heard them and taking into consideration the evidences submitted, decide the matter within forty five days from the date of receipt of the complaint.(5)If the complainant remains absent on the date of hearing,, the District Grievance Redressal Officer may dismiss the complaint or proceed to enquire the matter ex-parte and decide. If, however, the officer/person/agency concerned with the complaint, called by the District Grievance Redressal Officer is absent on the date fixed by him, he may proceed to enquire the matter ex-parte and decide.(6)The complainant shall be informed of the decision on his complaint in writing or through electronic mode, with a system for confirmation of its receipt by complainant.(7)If the District Grievance Redressal Officer is of the opinion that the disposal of the complaints requires more time than prescribed under sub-clause (4) above, the Complainant shall be sent an interim reply citing the reasons for delay.
