Several efforts have been made in the past for strengthening and
improving the Public Service delivery mechanism. This includes Citizens'
Charters and the Right to Information. The West Bengal Right to Public
Services Act, 2013 is an important legislation in the field of delivery
of services to the citizen. The right of the citizen has been put first
through mechanism charted in the Act, and Rules made thereunder for
clear identification of the services, authorities responsible for
delivering such services within the bureaucratic hierarchy, and
accountability of its different layers.
The Act will address the growing demand of citizens for improved and
transparent delivery of public service and will ensure a time frame for
delivery of such service.
The Act covers all Departments, Directorates and their Sub-ordinate
offices, Local Bodies, Authorities, Corporations and Companies (PSUs).
All such Public Authorities shall designate an officer responsible for
providing the specific service. It shall also designate an Appellate
Officer and a Reviewing Officer. A citizen shall approach the Designated
Officer for obtaining the service and shall file an appeal to the
Appellate Officer in case of default or delay in getting the service.
The Act also has provision for the West Bengal Right to Public Service
If the citizen is not provided the specific service within the
prescribed time period, the concerned Government employee may be
penalised. There is also a provision for providing cash incentive and
certificate of appreciation to Government employees against whom no
default is reported in a financial year.
Consumer Affairs Department is the Nodal Department for implementation
of the West Bengal Right to Public Services Act, 2013. All Public
Authorities shall be required to designate services and Designated
Officer for the purpose of the Act within a limited time period. Public
awareness and the use of Information Technology shall be critical in
making the provisions of this Act successful.
Help Line: 1800-345-2808
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