MARGAO: In a significant move to enhance public service delivery, the Superintending Engineer (SE), Electrical Circle-I, Power House-Margao, Rajiv R Samant has issued a circular reinforcing the implementation of the Goa (Right of Citizens to Time-Bound Delivery of Public Services) Act, 2013.
The circular aims to ensure that all eligible residents of Goa receive timely and transparent public services, particularly in the electricity sector.
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The Act’s corresponding Rules were notified on February 4, 2014. It mandates that designated officers provide public services within specified time limits. This legislation empowers citizens to hold officials accountable for any deficiencies in service delivery and claim compensation for delays or unsatisfactory services.
Samant expressed concern over recent findings that some officers were unaware of the Act.
In response, he has directed all Divisional and Sub-Division Officers to familiarise themselves with the Act and ensure strict compliance with the stipulated service delivery timelines.
The circular specifically instructs all the notified Designated Officers, Executive Engineers, Assistant Engineers, and Junior Engineers under the Circle-I(S) jurisdiction to adhere to all provisions of the Act and Rules. It warns of serious consequences, including penalties and disciplinary actions, for any inordinate delays in processing consumer applications or providing services mentioned in the Act.
One of the Act’s key features is the provision for penalties on defaulting officers. The circular highlights that if the Appellate Authority finds a designated officer failing to provide a public service, causing delay, or providing a deficient service, it can impose fines. These fines range from ₹50 per day up to ₹2,500 for failure to provide service or delays, and ₹500 for deficient service. However, the Act ensures due process by mandating that the designated officer be given a reasonable opportunity to be heard before any fine is imposed.
Importantly, the circular emphasises that any compensation awarded or fine imposed will be recovered from the officer or person responsible for the lapse, not from the government exchequer. This provision aims to ensure personal accountability among public servants.
The circular also mandates that details of public services, along with their specific time limits, must be prominently displayed on notice boards in government offices. Additionally, designated officers are required to maintain a register (Form II) to track service requests and their disposals.
As per the Act’s grievance redressal mechanism, if a citizen is not provided with a service within the stipulated time or is dissatisfied with the quality of service, they have the right to appeal to the Appellate Authority within 30 days. The Appellate Authority is then required to dispose of the case within 45 days from the date of appeal.
