NPGRC

Investigation Department

About NPGRC

Founded on September 9, 2017, the National Public Grievance and Redressal Commission (NPGRC) was established following recommendations made in 2017, aimed at creating a robust legal framework for addressing public grievances in India. Operating independently under the Indian constitution act, the commission holds jurisdiction over grievances spanning both public and private sectors. Led by Honorable Judge Mr. Birendra Singh as Member/Secretary, the NPGRC ensures thorough and impartial resolution of issues, upholding legal standards and promoting justice.

The NPGRC operates within a comprehensive legal framework that includes key legislative acts crucial to its mandate. The Human Rights Act empowers the commission to investigate complaints related to violations of fundamental rights. Under the Child Welfare Act, the NPGRC intervenes in matters concerning the welfare and rights of children, ensuring their protection and well-being. The Women's Rights Act enables the commission to address grievances related to gender-based discrimination, harassment, and violence. Additionally, the Environmental Protection Act grants authority to investigate complaints regarding environmental degradation, pollution, and non-compliance with environmental regulations. These acts provide the NPGRC with the legal tools necessary to address a wide array of issues affecting public and private sectors.

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Our Process

We have strong policies and procedures to follow. Key areas of case investigation including case management, responding to a case scene, interviewing, statement taking, gathering evidence, search warrants, and file presentation. The process of investigation or the investigative process is a series of activities or steps that include gathering evidence, analysing information, developing and validating theories, forming reasonable grounds to believe, and finally arresting and charging a suspect.

The Seven Steps

Securing the Scene

Separating the
Witnesses

Scanning the Scene

Seeing the Scene

Sketching the Scene

Searching for Evidence

Securing and Collecting Evidence

Our Objectives and Duties

The primary objective of the NPGRC, as defined under the Legal Services Authorities Act, 1987, is to provide a responsive and accountable platform for citizens to seek redressal of grievances against administrative actions. Its duties encompass:

Facilitating Access to Justice

Ensuring equitable access to grievance redressal mechanisms for all citizens, particularly the disadvantaged and marginalised.

Monitoring Government Agencies

Overseeing the implementation of policies and programs to uphold procedural fairness and adherence to legal standards.

Policy Advocacy

Recommending systemic reforms and policy changes based on grievance outcomes to improve governance practices and public service delivery.

Grievance Redressal Mechanisms

Central to its mandate, the NPGRC employs structured grievance redressal mechanisms outlined in the Legal Services Authorities Act, 1987. These include:

Complaint Registration

Allowing citizens to lodge complaints through various channels, including online portals, helplines, or physical submissions.

Inquiry and Investigation

Conducting impartial inquiries, gathering evidence, and conducting hearings to resolve grievances efficiently and transparently.

Timely Resolution

Ensuring prompt responses and clear communication with complainants to maintain trust and confidence in the grievance redressal process.

Types of Cases Handled

The NPGRC addresses diverse grievances impacting public welfare and individual rights, including:

Administrative Delays

Complaints regarding delays in service delivery or response from government agencies.

Corruption Allegations

Allegations of malpractice, bribery, or misuse of public resources by government officials.

Service Deficiencies

Issues related to poor quality of service, negligence, or misconduct affecting public welfare.

Environmental Concerns

Grievances concerning environmental degradation, pollution, or non-compliance with environmental regulations.

Public Safety Issues

Complaints regarding inadequate safety measures, mishandling of emergencies, or lapses in law enforcement.

Challenges and Reform Initiatives

Despite its achievements, the NPGRC faces challenges such as resource constraints, procedural complexities, and the need for continuous improvement. Reform initiatives include: