Vazhakulam
Block Panchayat

Citizen Charter – Services, Rights and Responsibilities

The Citizen Charter is a policy document that informs the public about the services provided by a Panchayat, the conditions for availing these services, and the time limits within which such services should be delivered.

When a new governing committee assumes office, a Citizen Charter incorporating the services provided by the Panchayat must be prepared and published within six months. Based on this document, the responsibility for delivering services within the prescribed time limit rests with the concerned officials.

Sections 272 A (1) and (2) of the Kerala Panchayat Raj Act explain the provisions relating to the Citizen Charter. The Right to Service Act, 2012 was also introduced with a similar objective.

Under the Right to Service Act, the time limit for providing each service and the appellate authority to be approached if the service is not provided within the stipulated time have been published.

If the service received is unsatisfactory or is not provided within the time limit prescribed by law, the public may approach the appellate mechanisms, including the Governing Committee and Tribunal, under Section 276 of the Kerala Panchayat Raj Act.

In addition, an Ombudsman system is in place to hear and resolve complaints relating to the functioning of Local Self-Government Institutions.

Existing Situation and Remedial Measures

The above-mentioned laws have been introduced with the objective of ensuring that citizens receive the services they are entitled to within the prescribed time limits.

However, situations still exist where members of the public are required to visit government offices repeatedly to get their requirements fulfilled.

The main reasons for this situation are that officials do not update their knowledge of existing laws, government orders and circulars in a timely manner, and that the public lack adequate awareness of laws and service procedures.

To address this situation and ensure transparent and timely service delivery, the major services generally provided by the Block Panchayat, the procedures for applying for these services, and the conditions to be fulfilled along with the applications are published here for public information.

Application Submission Procedures

1. Prepare the Application: Prepare the application and supporting documents required for the service concerned.
2. Submit the Application: Submit the application at the Block Panchayat Office or to the concerned implementing officer.
3. Obtain the Receipt: Collect the receipt or application number as confirmation that the application has been received.
4. Follow-up Procedures: The status of the application can be enquired about at the concerned office.
5. Service Delivery: Applications that fulfil the prescribed conditions will be processed in accordance with the applicable rules.
6. Submit a Complaint: If there is any delay or difficulty in receiving the service, a complaint may be submitted to the concerned authority.

Application forms and related formats are available at the Block Panchayat Office and the concerned Grama Panchayat Offices.

Online Service Platforms

Various online service systems have been established to make government services more accessible, faster and more transparent for the public.

• K-SMART: For various services related to Local Self-Government Institutions.
  https://ksmart.lsgkerala.gov.in
• e-District Kerala: For various government certificates and services.
  https://edistrict.kerala.gov.in
• Civil Registration Services: For services related to the registration of births, deaths and marriages.
  https://cr.lsgkerala.gov.in
• Kerala Government Portal: For information about government departments and services.
  https://kerala.gov.in
• Right to Information Online Portal: For submitting applications under the Right to Information Act.
  https://rtionline.gov.in
• CPGRAMS: For submitting complaints related to Central Government departments.
  https://pgportal.gov.in

The public is requested to make maximum use of these online service platforms to avoid unnecessary visits to offices and save time and expenses.