What is a Citizen’s Charter?
Citizen’s Charter is a document which represents a systematic effort to focus on
the commitment of the Organisation towards its Citizens in respects of Standard
of Services, Information, Choice and Consultation, Non-discrimination and Accessibility,
Grievance Redress, Courtesy and Value for Money. This also includes expectations
of the Organisation from the Citizen for fulfilling the commitment of the Organisation.
Who is a ‘Citizen’ with reference to Citizen’s Charter?
The term ‘Citizen’ in the Citizen’s Charter implies the clients or customers whose
interests and values are addressed by the Citizen’s Charter and, therefore, includes
not only the citizens but also all the stakeholders, i.e., citizens, customers,
clients, users, beneficiaries, other Ministries/ Departments/ Organisations, State
Governments, UT Administrations etc.
Whether Ministries/ Departments/ Agencies of State Governments and UT Administrations
are also required to formulate Citizen’s Charters?
Citizen’s Charter initiative not only covers the Central Government Ministries/
Departments/ Organisations but also the Departments/ Agencies of State Governments
and UT Administrations. Various Departments/ Agencies of many State Governments
and UT Administrations have brought out their Charters. More than 600 Citizen’s
Charters have so far been issued by Agencies/ Organisations of 24 States/ Union
Whether Citizen’s Charter is legally enforceable?
No. The Citizen’s Charter is not legally enforceable and, therefore, is non-justiciable.
However, it is a tool for facilitating the delivery of services to citizens with
specified standards, quality and time frame etc. with commitments from the Organisation
and its clients.