New Delhi: The Delhi Government has notified a new law guaranteeing time-bound access to public services, introducing automatic escalation of appeals and monetary penalties of up to Rs 5,000 for officials found responsible for unjustified delays or improper rejection of applications.
The Delhi (Right of Citizens to Time Bound and Easy Delivery of Services) Act, 2026, will replace the existing 2011 law. It aims to make government departments, local bodies and notified institutions more accountable by setting deadlines for services and assigning responsibility to designated officers.
Under the legislation, the government will notify the services covered by the Act and prescribe the maximum time within which each must be delivered. A designated officer will be responsible for every service, allowing applicants to identify the official accountable for their requests.
How Will Delhi’s New Service Delivery Law Work?
The Act provides for an online application and monitoring system through which citizens can track their requests.
Every application will receive a unique identification number. Government departments will be required to maintain digital records and regularly update application status.
Designated officers must either provide the requested service within the prescribed deadline or communicate the reasons for rejecting an application in writing.
Appeals To Be Automatically Escalated In Case Of Delays
One of the key features of the new law is automatic escalation when an officer fails to deliver a service within the stipulated timeframe.
In such cases, the original application will automatically be treated as an appeal before the Citizen Grievance Redressal Authority. Applicants will not need to file a separate appeal to initiate the process.
The authority, headed by an officer senior to the designated officer, will examine the matter, direct delivery of the service wherever necessary and determine responsibility for the delay.
Appeals will ordinarily have to be decided within 30 days. If no decision is taken within the prescribed period, the matter will automatically be escalated to the Delhi Service Rights Commission.
Delhi Service Rights Commission To Hear Second Appeals
The Delhi Service Rights Commission will handle second appeals and monitor the implementation of the legislation.
It will also have powers to inspect government offices, recommend departmental action, suggest changes in administrative procedures and initiate inquiries on its own wherever necessary.
Officials Can Face Penalties Of Up To Rs 5,000
The Act introduces financial penalties to hold officials accountable for delays and unjustified rejection of applications.
An official responsible for an unexplained delay may face a penalty of Rs 250 for every day beyond the prescribed deadline, subject to a maximum of Rs 5,000.
A separate one-time penalty ranging from Rs 250 to Rs 5,000 may be imposed on officials who reject applications without sufficient or proper grounds.
However, the legislation provides officials an opportunity to explain their position before any penalty is imposed.
What Did Chief Minister Rekha Gupta Say?
Chief Minister Rekha Gupta said the legislation was inspired by Prime Minister Narendra Modi’s vision of ‘Nagrik Devo Bhava’ and the principle of ‘Minimum Government, Maximum Governance’.
She said the government’s objective was not limited to providing public services but also ensuring that citizens received their rights with dignity, transparency and within a prescribed timeframe.
Gupta described timely service delivery as a citizen’s right and an administrative responsibility.
The government said the new framework aims to reduce repeated visits to government offices, curb bureaucratic delays and make public service delivery more transparent and citizen-centric.
