104 Delhi Basti Advocacy Manual English v8

Advocating
with the Poor

AManualfor
Delhi
(Version#8May2011)
Aboutthisdocument
Delhihasasurprisingnumberofservicesavailabletoitsresidents.Manyofthoseservicesshould,byrights,be
availabletoresidentsofbastis,JJclusters&slums.Unfortunatelyhowever,manyslumresidentsarenotabletoavail
oftheseservicesdueeithertocorruptionorlazinessonthepartofgovernmentofficials,orignorance/lackof
confidenceinresidentsthemselves.
OftenwhenweNGO'sfindthesegovernmentservicesnotfunctioning,weattempttoprovidethoseservices
ourselves,openingschools,clinics,vocationaltrainingprogrammesetc.Suchserviceprovisionhastheadvantagethat
itmayendearustothepeopleandwemayseeresultsquitequickly.Ultimately,however,wecan'tprovidethese
servicesforever.Soonerorlaterweneedtohelpresidentsadvocatefortheserviceswhich,inthelongrun,onlythe
governmentcanprovide.
TheinformationinthismanualisonlyapartofabiggerstrategytoempowerresidentsofDelhi'sbastis.Appendix1
providesa10stepoverallstrategytoempowermentofresidents,ofwhichgatheringinformationonavailable
services(i.e.thismanual),isonlyonestep(namelyStep5).
Thisdocumentisintendedtomakeiteasierforthoseofusworkinginbastistohelpresidentsaccessthoseservices.
ForeachservicelistedintheTableofContents(page3),wegiveasimpleformat:
1. Therelevantgovernmentdepartmentwhichdeliversthisservice(withitswebsitehomepage);
2. Theentitlementtoresidentsasperthatdepartment'spolicy.ManyentitlementscanbefoundattheCentral
GovernmentsCitizens'websitehere.TheDelhiStateGovernment(NationalCapitalTerritoryNCT)has
itselflistedmostoftheservicesitoffersitscitizensinaveryimpressive117pagedocumentcalledtheDelhi
Citizens'Charter.It'ssuggestedthatyoudownloadthatdocumenthere,aswe'llrefertoitlater.
3. Anapplicationproceduretoapplyforthatentitlement;Manyapplicationprocedurescanbefoundhere.
Wegivehintsonwriting&submittingeffectiveapplicationsandasampleapplicationletterinAppendix2.
Wealsogiveourratingofthechanceofsuccess&thetimeit'slikelytotaketosucceed.
Weallknowhowever,thatforanynumberofreasonsthatapplicationmightnotsucceed.Forexample,the
officertowhichyouapplymight:
Beawayonleave,oron'electionduty';
Claimthatyou'vecometothewrongofficeandtellyoutogotoadifferentoffice;
Claimthathehasnoauthoritytodealwithyourapplication&theofficerwiththeauthorityisonleaveorsick.
Claimthathehasno'budget'thisyearornothavesufficientstaffavailable.
4. Advocacysuggestionstodealwiththesedelayingtactics.Suggestionsinclude(inorderofdifficulty):
Complainingoncemoretotheoriginalofficer;
The'GrievanceRedressal'suggestionsGiventheDelhiGov'titselfintheDelhiCitizensCharter(seeabove);
LodgingaRightToInformation(RTI)Actapplicationtothedepartmentwhereyouapplied.Notesonthe
effectiveuseoftheRTIwithanexampleRTIaregiveninAppendix3tohelpyouwiththis;
LodgingacomplaintthroughtheDelhiGovernment'sownDelhiPublicGrievanceCommission(here);
Conductinga'dharna'orContactingthemedia.
5. Asuccessstoryshowingwherethisapplication/advocacyhasactuallyworkedinrealsituations.
Ifyoufindthismanualusefulinyouradvocacy,aswehopeyouwill,pleasefeelfreetoshareitwithanyother
genuineNGO's/individualswhoareworkingwiththepoorinDelhi'sbastis.Itisdeliberatelynotcopyrighted.If
you'rereadingthisasahardcopy,youcanfindasoftcopyineitherEnglishorHindifreeatEHA'swebsite:
www.ehahealth.orgunder'Resources'/'Advocacy'.
Inthecomingmonthswe'rehopingtocreatesimilarmanualsforotherIndiansstates.We'vealreadycreatedthemfor
UttarPradesh&W.Bengal,whicharealsoavailableontheEHAwebsite.We'realsohopingtoorganisea3monthly
meetingforanygenuineNGOattemptingtouseinformationinthisManualtobenefittheircommunities,sowecan
sharestories&experiences.Contactmefordetails.
Finally,entitlementsandgrievanceproceduresareconstantlychanging,soifyou
findanyinaccuraciesinthismanual,orhaveanysuggestionstoimproveit,kindly
letmeknowandI'llmakethealterations.
Allthebestinyouradvocacy!
MarkDelaneyEHAAdvocacyUnit(mark@ehahealth.org)
BacktoBastiinformation
BacktoTableofContents
Page1
AfirststepIdentifyingyourBasti'sgovernmentoffices
InitiallyitwillbeusefultoidentifywhereyourbastifallsinvariouslevelsoftheDelhigovernment
structure.Asyouidentifyyourbasti'sinformation,fillitintothetablebelow.JantaColony's(inDelhi'seast)
detailsaregivenasanexample.SparetablesareinAppendix6,shouldyoubeworkinginseveralbastis.
Delhilocalgovernmentisdividedinto272Wards.Eachwardhasanelected'councillor'(Nigam
Parisad).134oftheseWardsareundertheMunicipalCorporationofDelhi(MCD),whiletheothers
areundertheNewDelhiMunicipalCorporation(NDMC)&Cantonment.NDMCcoversthecentre
ofDelhiwhichismostlyVIPareas,somostbastisinDelhifallwithintheMCDarea.Clickhereand
clickontheletter/alphabettofindyourColonyName,andcheckwhichWardandwhichofthe
MCD's13Zonesyourcolonyisin.ClickheretocheckthenumberofyourWard.You'llnoticefrom
thatlist,thatWards14areinNarelaZone,520areinCivilLinesZoneetc,soscrollthroughthe
listof272lookingforyourzone,thenfindyourspecificWard,itsnumber,thecouncillor&phno.
DelhiStateGovernment(NCT)isdividedinto70AssemblyConstituencies.EachAChasan
electedMemberoftheLegislativeAssembly(MLA)(Vidayak).Clickhereformap&clickhereto
typeyourlocalitytoidentifyyourconstituency&heretoidentifyyourbasti'sMLA&phoneno.
FortheprovisionofsomeservicesDelhiStateGov'tisdividedin9Districts,eachoverseenbya
DeputyCommissioner(DC).Eachdistrictisfurthersubdividedinto3subdistricts.Eachsub
districtisundertheauthorityofaSubDivisionalMagistrate(SDM).Forthelistofdistricts,sub
districts&SDM'sseeDelhiCitizensCharterp8&9.TofindtheDC,SDMsetcforeachdistrict,
clickhere(CentralGovernmentwebsite)orhere(DelhiGovernmentwebsite).
Delhiisdividedinto7LokSabhaConstituencies.EachconstituencyhasanelectedMemberof
Parliament(MP).Clickhereformapshowingconstituencies&here(scrolldown)tofindyourMP.
ToidentifyotherofficesregardingRationCards,JalBoardetc,websitesaregivenontherelevant
pageofthismanual.Asyoufindthatinformationinserttheitinthetablebelow.
Service
Manual
page#
Zone/Area
Name/Address/Phonenumber
Politicaldivisions
LocalGovernment(MCDWards
24,25
#259JantaColony
MCDZones
12,24
ShahdaraNorth
NCT(AssemblyConstituencies)
25,26
#67Babarpur.(old#48)
MLANareshGaur(BJP),PanchsheelGarden,9868272766
5ANorthEast(Shahdara)
DCSrGLMeena,WeaversColony,GaganGoleChakar,NandNagri
NorthEastDelhi
MPJaiPrakashAgarwal(INC),V1998,Naughara,KinariBazar,Delhi
#67Babarpur
196/2SriRamNagar(MansaroverPark)
NCTAdministrativeDistrict
NationalLokSabha(Constituency)
712,24
2,26
CouncillorVipinGarg(BJP):1/9801Gali1,WestGorakPk65040909
SpecificservicesinthisManual
RationCardsFood&SupplyCircle
HospitalsNearestMaternityHome
7,8
Northeast#22Seelampur
HospitalsNearestDispensary
Northeast#10Seelampur
ICardsVoterRegist'n&Elect'lCntr
11
NorthEast#4
CommunityCentre,OppWelcomeMetroStation
SC/STCertSubDivision'lMagistrat
11,16,27
5AShahdara
SDMWeaversColony,(Gagan),NandNagri22132201
SchoolsMCDCitizenServiceBureau
12,20
ShahdaraNorthZone
NearShyamLalCollege.ControlRoom22822700
SchoolsEducationarea
20
NorthEast
YamunaVihar22913251,22913223
WaterJalBoardZone
21
ZoneNEI
ZROOverHeadTank,GTRdPh22812683
ElectricityBSES/NDPLOffice
22
BSESYamuna
SeelampurlocalofficeSatyaPaul22194115
ElectricityBSESDivisionalOffice
22
Karkardooma
ShaktiKiranbuilding,Karkardooma
MCDSanitationInspector
24
DomesticviolenceLocalPoliceStat'n
28
Ward259 SanitationInspector:PremChand.AssistSanitationInspector:AkshayKumar
WelcomeThana
Tel100or22826808
Page2
TableofServicesProvidedbytheGovernment
(Clickonthetopictogodirectlytothatpage)
A.Food
..........................................................................................................
4
1.Food(RationCards)..........................................................................................4
2.Food(Anganwadis)...........................................................................................5
3.FoodSchoolChildren'sMiddayMealScheme(MMS)..................................6
B.Health
........................................................................................................
7
1.Health(GovernmentHospitals).........................................................................7
2.Health(Immunisations).....................................................................................8
3.Health(Disabilityservices)..............................................................................9
4.Health(DrugRehabilitation)............................................................................10
C.IdentityDocuments
...................................................................................

11
1.IdentityDocuments(ElectorPhotoIdentityCard)............................................11
2.IdentityDocuments(Birth&DeathCertificates)............................................12
3.IdentityDocuments(PersonalAccountNumber(PAN)Card).........................13
4.IdentityDocuments(BankAccount).................................................................14
5.IdentityDocuments(IncomeCertificate).........................................................15
6.IdentityDocuments(SC/ST/OBCCertificate).................................................16
D.Income
.....................................................................................................

17
1.Income(Pensions).............................................................................................17
2.Income(PaymentforgirlchildrenLadli).......................................................19
E.Education
..................................................................................................

20
F.Household
..................................................................................................

21
1.Household(Water).............................................................................................21
2.Household(Electricity).....................................................................................22
3.Household(Gas)................................................................................................23
G.Housing&Colony
....................................................................................

24
1.Housing(Sanitation).........................................................................................24
2.Housing(Paving,Toilets&Lights)..................................................................25
3.Housing(SlumDemolition/Relocation)..........................................................26
4.Housing(CompensationforFire/Flood).........................................................27
H.HumanRightsAbuse
................................................................................

28
1.DomesticViolence...............................................................................................28
2.ChildLabour/Trafficking.....................................................................................29
I.Appendices
.................................................................................................

30
1.Appendix10StepstoCommunityProblemSolvingProcess...........................30
2.AppendixWriting&lodgingEffectiveApplications(withexample&tips). . .32
3.AppendixNotesoneffectiveuseoftheRTI....................................................34
4.AppendixSummaryofGovernmentServicesforAPL&BPL.......................37
5.AppendixACRONYMSused...........................................................................38
6.AppendixSpareBastiinformationtables...........................................................39
Page3
A. Food
1.
Food(RationCards)
1. RelevantDepartment
CentralGovernment
DepartmentofFood&PublicDistribution(Forwebsiteclickhere.)
DelhiStateGov't
DeptofFood&Supplies(Forwebsiteclickhere.)
RationCardadministrationisdividedinto70'Circles'.Seehereforthelist.
Mybasti'sFood&Supply'Circle'is___________________________________(fillthisinfoinonpage2).
2. Entitlement
a)Regularresidents
AnypersonpermanentlyresidinginDelhicanhaveaRationCard,ifthefamilyincomeisunderRs100,000
b)Jhuggiresidents
TheGovtissuesrationcardstoJhuggiresidentsonlyfromtimetotime.(AsperFAQ7onwebsitehere).
Eventhenonlyonecardwillbeissuedperplotregardlessofthenumberoffloors/families.
c)Rates&QuantitiesofRations(asperFood&Supplieswebsiteclick
here
.)
Wheat
Rice
Sugar
Kerosene
AbovePovertyLine(APL)(White)
17.25kg@Rs6.8 Rs9/4.5kg
Nil
Rs12.37/7litres
BelowPovertyLine(BPL)Yellow
25kg@Rs4.65
10kg@Rs6.15
Rs13.5/6kg
Rs12.37/22litres
AAY(Red)(Destitute/homeless)
25kg@Rs2
10kg@Rs3
Rs13.5/6kg
Rs12.37/22litres
3. ApplicationProcedure
a)APLprocedure(Chanceofsuccess70%.Timeframe1month)
Forprocedureclickhere.
LodgeForm1atyourCircleOfficewith:Rs25;Proofofresidence(photocopyofelectricityBill,phonebilletc);
CopyofvotersID(Seep11);2passportphotos(1attestedbyMLA);forHouseowner,Deedofhouse;ForTenant,NOC.
b)BPLapplicationprocedure(Chanceofsuccess30%.Timeframe2months)
Asabove,butwithaselfdeclarationintheFormitselfofincomebeinglessthanRs24,400.Thiscategory
iscurrentlyonlyavailableforwidows,disabled&seniorcitizens.
TheBPLlistwillbeupdatedin2011(seehere&here),soaverygoodactivitywouldbetoensureallgenuinelypoorfamilies
inyourareaareonthelistwhentheupdatehappens.
c)AAYapplicationprocedure(Chanceofsuccess10%.Timeframe6months)
Asabove,butwithaselfdeclarationintheFormitselfofbeingdestitute.Thiscategoryiscurrentlyonly
availableforwidowswhoarecompletelydestitute.(SeeSupremecourtorderarticlehere.)
4. Advocacy(ifapplicationdoesn'tsucceed)
1.Advocateforperiodtoopenforissuingrationcardstoslumresidents
2.NonissuanceofRationCard
a) ComplaindirectlytoFSOOfficeinyourcircle;Ifthat'sunsuccessfulthen;
b) DirecttotheSupremeCourtCommissioners(clickhere);or
c) ToDelhiPublicGrievanceCommission(Theprocedureishere);or
d) RTItoyourDistrict'sAssistantCommissionerorFood&Supplies.(TofindthePIOclickhereand
enter'Food&SupplyHeadquarter').
5. Successstory
Uttal,aresidentofJantaColonyinDelhi'seasthadappliedforhisBPLrationcardayearbeforebutithad
notbeenissuedhim.KariprojecthelpedhimfileasRTIapplicationwhichresultedinthecardbeingissued
Page4
2.
Food(Anganwadis)
1.RelevantDepartment
TheAnganwadiSchemeispartoftheIntegratedChildDevelopment
Scheme.TheICDSisoperatedjointlybyCentral&Stategovernments.
TheCentralgovernment'sMinistryofWomen&ChildWelfareprovides
mostofthefinance&guidelines,whiletheStategovernmentadministersthescheme.Theeducation&
nutritionaspectfallundertheDelhiStategovernment'sWomen&ChildDevelopmentDepartment.The
medicalaspects(immunisation,healthcheckups&referral)oftheICDSfallundertheDelhiState
governmentDirectorateofHealthServices.(SeeHealthImmunisationsbelow(orclickhere).
CentralGovt
MinistryofWomen&ChildDevelopment(Forwebsiteclickhere).
DelhiStateGov't
DepartmentofWomen&ChildDevelopment(Forwebsiteclickhere.)
2.Entitlement
TheAnganwadischemeisdesignedtobenefitallchildren36yearsold(irrespectiveofwhetherBPLor
not).ForSupremeCourtorderonthisclickhere.Oncetheyareatschoolthechildrenareeligibleforthe
middaymealscheme(seeFoodMiddayMealbelow).ForasummaryoftheentitlementsundertheICDS
Anganwadischemeclickhere.
UndertheAnganwadischemeyoungchildrencan:
AttendtheAnganWadiCentre(AWC)dailyfrom10am1pm;
Havesupervisededucationalplaywitheducationaltoys;
ReceiveVitamins(egIron);
Receivebasicmedicines(egwormtabs);
ReceiveaSupplementaryNutritionProgrammeSNP(nutritioussnacklikedaliya,channaetc);
Formalnourishedchildren,atakehomesnack;and
Undergoweight/heightmonitoringwhichisrecordedontheirchart.
ThereshouldbeoneAWCforevery800residents.
WhiletheAnganwadischemehasworkedverywellinplaceslikeTamilNaduandHimachalPradesh,itis
runningextremelypoorlyinDelhi.
3.ApplicationProcedure(Chanceofsuccess30%.Timeframe2months)
a) ChecklistofAnganwadicentreshere.
b) Makealistof40,36yroldsinyourbastiincluding:Name,Address,Gender,DOB&Parents'
acceptance.Clickhereforthecourtorder(seepoint8)relatedtothis'AnganwadionDemand'.
c) SubmitthelisttotheICDSofficeat1CanningLane,KGMarg,NewDelhi.
4.Advocacy(ifapplicationdoesn'tsucceed)
a) ContactaSupremeCourtCommissioner(knowntous),VandanaPrasad)9891552425,email:
chaukhat@yahoo.com;then
b) DirecttotheSupremeCourtCommissioners(clickhere);then
c) SubmitGrievancetoDelhiPublicGrievanceCommission.Fortheprocedureclickhere;then
d) RTItoPIOforDelhiICDSprogramme:SmtSavita(DepyDirectorICDS)1CanningLaneKG
Marg.(FormoredetailsofPIOsclickhere);then
e) ContactothersupportiveNGOslikeMobileCreches,GolMarket,NewDelhi,Tel(011)23347635.
(websitehere)orTheRightToFoodCampaign(websiteishere)
5.SuccessStory
KariworkersfoundthattherewasnoAnganwadiinallofJantaColony.Theydidasurveytofind40
childrenbetween36yrsofage.They'venowreceivedassurancesfromICDSthatananganwadiwillstart.
Page5
3.
FoodSchoolChildren'sMiddayMealScheme(MMS)
TheMMSisoperatedjointlybyCentral&Stategovernments.The
Centralgovernmentprovidesfinance&guidelines,whileState
governmentadministersthescheme,sometimesthroughlocalNGOs.
CentralGovt
DeptofSchoolEducation&Literacy(Forwebsiteclickhere)
DelhiStateGov't
DirectorateofEducation(Forwebsiteclickhere)
2.Entitlement
ForanoverviewoftheMMSbytheCentralGovtclickhere.
ForanoverviewoftheMMSbytheRighttoFoodclickhere.
ForaverygoodoverviewPowerpointoftheMMSbytheDelhiStateGovtclickhere.
Salientfeatures:
100millionchildrencoveredacrossIndia.
Biggestnutritionprogrammeinworld.
AllgovernmentprimaryschoolsIVIIIthstandard.
1774MCDschools,490DelhiStateGov'tschools.Tot1,181,000childreninDelhi.
3.ApplicationProcedure(Chanceofsuccess90%.Timeframe1month)
AllGovernmentschools(ClassesIVIII)shouldhaveamiddaymealschemealready.
Iftheydon'tparentsofchildrencanapplydirectlytotheschoolconcerned.
Twoparentsperdayhavearighttoinspectthefood.Ifthereisaprobleminthequantityorqualityofthe
foodthen:
a) Complaindirectlytotheschool;then
b) ComplaindirectlytotheSupremeCourtCommissioners(procedureishere);then
c) LodgeacomplaintwiththeDelhiPublicGrievanceCommissionprocedureishere.
d) Contactanadvocateoneducationissues,knowntous,AshokAggarwal9811101923;then
e) ContacttheRightToFoodCampaign(websiteishere)
5.SuccessStory
*AchildinKhajurifellsickaftereatingtheMiddayMeal.WithhelpfromSahyogproject,parents
complainedandwereallowedtoinspectthemealpreparation.Qualityhassinceimproved.
*ParentswerecomplainingtoRuksanaofKariprojectaboutthepoorqualityoftheMiddayMeal.
Ruksanawasallowedtoinspecttheproductionofthefood.
Page6
B.Health
1.
Health(GovernmentHospitals)
CentralGovt
MinistryofHealth&FamilyWelfare(Forwebsiteclickhere).
DelhiStateGov't
Health&FamilyWelfare(DirectorateofHealthServices)(Forwebsiteclickhere).
MCD
HealthDepartment(Forwebsiteclickhere)
2.Entitlement(SeeDelhiCitizenCharterp44)
i. Freetreatmentatallgovthospitals(MCDlistedherein4thpara),(DelhiStateGov'thospitals
listedhere&here);
ii. FreetreatmentatsomePrivatehospitals(includingMax)forBPL(Articlehere);
iii. TreatmentforSmartCard(RSBY)holdersuptoRs30,000(SeeSmartCardsarticlehere);
iv. PaymentofRs600forinstitutionaldeliveryundertheJSYscheme(CitizenCharterp.61).
v. Subsidisedtreatmentforheart/kidney/boneBPLpatientsatCentralGovthospitals(Articlehere);
Recommendedhospitals
Medicalissue Recommendedhospital
Maternity
Location
Phone
Kasturba'Machli'(MCD)
JamaMasjid
23270390,23274376
MCDNursinghomes
Manylisted(herescrolldownto7)
Paediatrics
Kalavati(Central)(website) ConnaughtPlace
Eye
Schroff(NGO)(website)
DaryaGanj
43524444,43528888
TB/Lung
LSR(Central)(website)
AurobindoMargMehrauli
26517826,26517829,26517830,
Neurology
StStephens(Private)(Web) TisHazaari
011239660217
Heart
GBPant(State)
DelhiGate
23238109
DelhiGate
23233400
OtherSurgery LNJP(Irvin)(State)
23365792
3.ApplicationProcedure(Chanceofsuccess80%.Timeframe25days)
a) ForBPLTakerationcardtotheprivatehospital.Forlistof104empanelledhospitalsclickhere.
b) ForAPLGotoanyhospitallistedaboveandwaitinqueue.
4.Advocacy(ifapplicationdoesn'tsucceed)(SeeDelhiCitizenCharterp44)
a) WrittencomplainttotheMedicalSuperintendentofthehospital;then
b) ChiefDistrictMedicalOfficerofthedistrictinwhichthehospitalis(Clickhere&enter'DHS'for
listofCMO's);then
c) RTItothehospitalPIO(EnterHospitalname(here)forStatehospitals.
d) SmartCardsHelpline1800113300
e) DelhiPublicGrievanceCommission(forprocedureclickhere);then
5.SuccessStory
Nazreenwassufferingfrombreastcancer.ShecameacrossRekha(Karihealthworker)whotookherto
MaxBalaji(Private)Hospital.SincesheholdsaBPLrationcard,shewasgiven100%discountonall
medicalinvestigationsandtreatment.Shehadtheoperationtooandnowiskeepingwell.
Page7
2.
Health(Immunisations)
DelhiStateGov't
Health&FamilyWelfare(DirectorateofHealthServices)(Forwebsite
clickhere).
MCD
2.Entitlement(fordetailsclickhere(Scrolldown)
MCDaimstogiveuniversalimmunisationsaspertheschedule:
Age
Immunisation
Within48hrsofbirth
HepB,Polio
01month
TB
1.5months
DPT,HepB,Polio
2.5months
DPT,HepB,Polio
3.5months
DPT,HepB,Polio
912mths
Measles,VitaminA
1518mths
Measles,MumpsRubella(MMR)
1824mths
DPT,Polio(booster)
2yrs6yrs
Typhoid
5yrs
DT(booster)
Immunisationshappenateither:
130(MCD)mobileUnits.(forlistofbastiscoveredclickhere)
32MCDvaccinationcentresforlistclickhere
26IPP8MCDMaternitycentres(fordetailsclickhere&scrolldownto'7.MaternityHomes')
193DelhiStateGov'tPrimaryHealthCentre'Dispensaries'onWednesdaysandFridays.(Forlistof
dispensariesclickhereandclickon'Dispensaries'onthemenuontheleft);or
46governmenthospitals(MCD,DelhiStateGov'torCentral)(ForStateGov'thospitalsclickhere).
3.ApplicationProcedure(Chanceofsuccess80%.Timeframe7days)
SimplytakethechildtothelocalVaccinationCentre/MobileUnit/Hospitalonanyday;or
Dispensary(onlyonWednesdaysorFridays)
4.Advocacy(ifapplicationdoesn'tsucceed)(seeDelhiCitizenCharterp44)
a) WrittencomplainttotheMedicalOfficer/InChargeofthedispensary;then
b) ComplaintotheChiefDistrictMedicalOfficeroftheDistrictinwhichdispensaryis(Clickhere&
enter'DHS'forlistofCMO's);then
c) RTItotheCMOofthedistrictinwhichdispensaryis(Clickhere&enter'DHS'forlistofCMO's).
d) CMOGrievanceCell,DirectorateofHealthServices,F17Karkardooma,Tel22393912;then
e) DelhiPublicGrievanceCommission(forprocedureclickhere);then
5.SuccessStory
Putyourshere!
Page8
3.
Health(Disabilityservices)
CentralGovernment
MinistryofSocialJusticeandEmpowerment(forwebclickhere).
DelhiStateGov't
DelhiSocialWelfareDepartment(forwebclickhere)
2.Entitlement
i)DisabilityCertificate
Needtobegreaterthan40%disabledasassessedbygovernmentdoctors.
NecessaryformostotherbenefitsincludingPension&travelconcession.
ii)DisabilityPension(IndiraGandhiNationalDisabilityPensionScheme(IGNDPS)
FordetailsoftheIGNDPSclickhereandDelhiCitizenCharterp.85.
1864yrsold.BPLfamily&PersonalIncomeislessthanRs1,000/mth.
SevereormultipleDisabilities(needDisabilityCertificate).
Rs200/mthfromCentralmatchedbyStates.InDelhiRs600/mthforadults&lesserstipendforstuds
Bus:approx80%discountongov'tbusesfordisabledpersonandhelper.
Train Orthopeadically:75%forpersonandcarer(Only50%inACandnoneinRajdhanietc);
Mentalretardation:50%concessionforperson&carer;Auditory&speech:50%onlyforthedisabled.
iii)Travelconcessiononbus&train
iv)VariousotherschemesundertheMinistryofSocialJusticeandEmpowerment
Seedetailsofthevariousschemeshere.
3.ApplicationProcedure
i)DisabilityCertificate(SeeDelhiCitizenCharterp8)(Chanceofsuccess30%.Timeframe12mths)
SDMofyourDistrict.Clickhereforyourarea'sDeputyCommissionerwebsite.)
MedicalcertificatefromLNJP,RML,GTB,Safdarjung,HinduRao,orAIIMS;and
Form,2photos(1attested),Addressproof,(RationorICard).
NumbersoftheBankAccount(9digitMICR#and7digitIFCS#);1photo;
HandicapCertificateof>40%(fromLNJP,RML,GTB,Safdarjung,HinduRao,AIIMS);
Ifaschoolstudent,markssheetfromschool&Principal'sdeclarationthatshe'sastudentthere;
If>18yrs,EmploymentRegistrationCardifany;and
AffidavitstatingName,address,Notreceivinganyotherpension.
ii)DisabilityPension(Chanceofsuccess30%.Timeframe6monthsafterthedisabilitycertificate)
ApplytoDistrictSocialWelfareOffice(DelhiCitizenCharterp.86)
5yearsofresidentialproof.(VotersID,RationCardor2neighbours'witness);
iii)Travelconcessions(Needcertificate)
ApplydirectlytoRailwaysatyourlocalStation.(Seewebsitehere)
iv)OtherschemesundertheMinistryofSocialJusticeandEmpowerment
Asperthevariousschemeshere.
i.
ii.
iii.
iv.
Certificate:Appeal/RTItoSDMofyourDistrict(Clickhereforyourarea'sDeputyCommissionerwebsite.)
Pension:Appeal/RTItoDelhiSocialWelfareDepartment(forwebclickhere)
.
Appeal/RTItoMinistryofRailways(forPIOsclickhere).
Appeal/RTItoMinistryofSocialJusticeandEmpowerment(forcontactsclickhere).
Page9
4.
Health(DrugRehabilitation)
CentralGovernment
MinistryofSocialJusticeandempowerment(forwebclickhere)
DelhiStateGov't
Forlistofhospitalsprovidingdrugrehabtherapyclickhere
2.Entitlement
Freedeaddictiontreatmentatgovernmenthospitals
3.ApplicationProcedure(Chanceofsuccess10%.Timeframe1year)
Gotothehospitalwiththebestreputationforsuccessonit'sOPDdays.
4.Advocacy(ifapplicationdoesn'tsucceed)(seeDelhiCitizenCharterp44)
a) WrittencomplainttotheMedicalSuperintendentofthehospital;then
b) ChiefDistrictMedicalOfficerofthedistrictinwhichthehospitalis(Clickhere&enter'DHS'for
listofCMO's);then
c) RTItothehospitalPIO(EnterHospitalnamehereforStatehospitals).
d) DelhiPublicGrievanceCommission(forprocedureclickhere);then
5.SuccessStory
Salma'ssonwasaddictedtodrugs.ShetookhimtoIBHASineastDelhi.Theyofferedtoadmithimtodo
rehab.
Page10
C. IdentityDocuments
1.
IdentityDocuments(ElectorPhotoIdentityCard)
CentralGovernment
ElectionCommissionofIndia(Formoreinfoclickhere)
.
DelhiStateGov't
ChiefElectoralOfficerDelhi(forwebsiteclickhere)
2.Entitlement
Tohavenameincludedontheelectoralrole(ifcompleted18yrson1stJanofyearofapplication).
ElectorsPhotoIdentityCard(EPIC)(ifnameisontheelectoralroll).
3.ApplicationProcedure(SeeDelhiGovtCitizenCharterp21)
(Chanceofsuccess70%.Timeframe1month)
a)FornametogoonElectorallist
Checkifyournameisalreadyonthelisthereandifnot:
Applyonlinehere;or
LodgeatVotersRegistration&ElectorsCentre(VREC)(forLocationsseeCitizensCharterp23,24);or
MyVRECislocatedat________________________________________(enterintableonp2).
LodgeatElectoralReturningOfficer(ERO)=AdditionalDistrictMagistrate(ADM)(Forlocations
seeCharterp22,23.MyEROislocatedat____________________________(enterintableonp2).
LodgewithForm6;&
AnyGovernmentdocumentshowingresidenceatthisaddress.(EgRationCard,PANCard,
Electricitybill)orWitnessofneighboursthatknowyou).
b)ElectorsVotersICards
LodgeatVotersRegistration&ElectorsCentre(VREC)(forLocationsseeCitizensCharterp23,24)with:
Nameonelectoralroll;(Checkifyournameisalreadyonthelisthere)&
Identityproof;&
Validresidenceproof.
a) SubmitgrievancedirecttoVotersRegistration&ElectorsCentre(VREC);then
b) ToElectoralReturningOfficer(ERO)=AdditionalDistrictMagistrate(ADM);then
c) Ifthisdoesn'tworkthenyoucansubmityourgrievancedirectlyonlinetotheDelhiPublic
GrievanceCommission.Fortheprocedureclickhere;then
d) SubmitanRTItotheADMatyourDistrict.(Forthelistofdistricts,subdistricts&SDM'ssee
DelhiCitizensCharterp8,9orclickhere
foryourDistrict'sweb).
5.SuccessStory
InJantaColonyKareen,herhusbandand2childlivedinajhuggifor5year.TragicallyKareen'shusband
diedin2008.Shewasdestituteandhadnodocumentationatall.KariworkerMarkcontactedtheElectoral
ReturningOfficer(ERO),whocametovisit.TheywerereluctanttoputKareenontheelectoralrolesince
shelivedinajhuggi.MarkpointedoutthatanyIndiancitizenover18hasarighttovotenomatterwhere
theylive.IntheendtheyputherontheelectorallistandissuedanIcard.
Page11
IdentityDocuments(Birth&DeathCertificates)
2.
DelhiStateGov't
DistrictAdministration(clickhereformydistrict'swebpage).
MCD
2.Entitlement
a) Birthcertificate(ifborninDelhi)
b) Deathcertificate(ifdiedinDelhi)
c) DisabilityCertificate(SeeDisabilityhere)
a)Birthcertificate(ForMCDprocessclickhereorhereFAQ610)(Chanceofsuccess60%.Timeframe2mths)
BirthatDelhihospitalslipwillbegiventoMCD&parents
BirthatDelhihome,midwife(Dai)willregisterbirthatMCD.
TogetBirthCertificateforchildlessthan1yroldgotoCitizenServiceBureau.
There'soneCSBineachMCDzone.ForlistoflocationsofCSB'sclickhere.
MyZone'sCitizenServiceBureauisat______________________________(Enterintableonpage2).
TogetBirthCertificateforachildmorethan1yrold:
GotoyourlocalSDM(forSDMlocationsseeCitizenCharterp8,9);(MyBastisSDMis_____).
You'llalsoneedanaffidavitstatingnameofparents,child,address;
Anyotherdocumentaryproofyouhavetoshowthatthischildexists(schoolrecordsetc);&
Thenthere'llbeapoliceinspectiontocheckonthechild'sexistence.
b)Deathcertificate(ForMCDprocessclickhereorhereFAQ610)(Chanceofsuccess60%.Timeframe
1mth
DeathathospitalslipwillbegiventoMCD.
Deathathome,HeadwillregisterdeathatMCD.
TogetDeathCertificateGotoCitizenServiceBureau(ForlistoflocationsofCSB'sclickhere)with:
Cemetery/cremationslip;
ICardorRationCard;
>1yrneedcertfromSDM(ForlocationsofSDM'sseeCitizenCharterp8,9)
TryagainatCitizenServiceBureau;then
RTItoCitizenServiceBureau(ForPIOclickhereandenter'MCDMCDGeneralDeptt'and
scrolldowntopages4&5tofindthePIOforyourzone);
RTItoSDM(Forthelistofdistricts,subdistricts&SDM'sseeDelhiCitizensCharterp8,9.)
DelhiPublicGrievanceCommission(Fortheprocedureclickhere)
5.SuccessStories
a)Birthcertificate:InJantacolony,Guloowhois17yrsold&studyingingrade11wantedtoapplyfortheLadli
scheme,buthadnobirthcertificate.KariworkerAnthonyadvisedhertoapplyattheSDM&afteronlyacoupleof
weekwasvisitedbythepoliceforchecking.Sheexpectsherbirthcertificatesoon.
b)Deathcertificate:Kareen(fromtheElector'sICardstoryabove)onlyhadherVotersICardandtheburial
certificateofherhusband&eventhatwasintheincorrectname.Kariworkershelpedthecemeteryissueanother
burialcertificateandthenhelpedKareengetadeathcertificatefromthelocalMCDoffice.
Page12
IdentityDocuments(PersonalAccountNumber(PAN)Card)
3.
Central
IncomeTaxDepartment(forwebsiteclickhere
)
2.Entitlement
a) APANCardiscompulsoryforanyonepayingincometax.
b) AnyotherIndianadultcanalsoapplyforandbegivenaPANCardwhetherornottheypaytax.
He/shemaydososinceitmaybeusefulingettingotherserviceslikeabankaccount.
a)PANCard(Chanceofsuccess80%.Timeframe1mth)
Applicationcanbedoneonline(clickhereandfollowthelinksandguidelines)
Form49Ahardcopy(fromanysource)
Printtheacknowledgement,signandattach:
Photo;
IdentityProofAnyoneof;SchoolCertificate,WaterBill,RationCard,ICard,Licence(detailshere)
ResidenceProof:Anyoneof;Powerorphonebill(recent),Rentreceipt,RationCard,ICard,
Licenceetc)(moredetailshere);
Rs94(Bydraftoronline)
SendtoNSDLat'IncomeTaxPANServicesUnit,NationalSecuritiesDepositoryLimited,3rd
floor,SapphireChambers,NearBanerTelephoneExchange,Baner,Pune411045'.
Trackapplicationonlinehere(need12digittransactionnumber);then
SMSNSDLPAN<space>AcknowledgementNo.&sendto57575toobtainapplicationstatus;then
Emailat:tininfo@nsdl.co.inmailto:tininfo@nsdl.co.in;then
CallTINCallCentreat02027218080
5.SuccessStories
Putyourshere!
Page13
IdentityDocuments(BankAccount)
4.
GovernmentBanks
SBIBank
BankofIndia
CentralBank
PrivateBanks
CorporationBank
PunjabNationalBank
LocalPostOffice
SeeIndiaPostWebSitehere.
NBGenerallythebigMultinationalprivatebankslikeHSBC,etcwon'tbebotheredaboutaccountsforthe
poor,soit'sbettertotryeverydaynormalbankswhichhavebrancheseverywhere.We'vehadsuccesswith
SBIandCorporationBank.
HowevertheeasiestintermsofIdentityrequirementsseemstobePostOffices.
2.Entitlement
BankAccountforanypersonover18withsufficientdocumentation,openingdepositandan
'introducer'.
ForPostalSavingsAccountseeprocedurehere.Basicallyneed:
FormSB3;
PayinslipSB103;
Specimen,signature;and
Introducer.
Rs50minimumdeposit.
Forotherbanks:
FilledupForm(includingsignatureofan'introducer'whohasalreadyhadanaccountinthatbranch
formorethan6months);
Addressproof(RationCard&Icardwithsameaddress);and
Rs500minimumdeposittoopentheaccount.
AnappealdirectlytotheBankManager
5.SuccessStory
Kareen(fromtheDeathCertificatestoryabove)onlyhadtheVoterIcardanddeathcertificateofher
husband.TheSBIBankatSeelampurwasaskingforaRationcardwiththesameaddress.TheFood&
Supplyofficerwasn'tissuingrationcards,soKariworkerMarkmadeaspecialappealtotheSBIbank
ManagerwhoagreedtoopenanaccountforKareen.
Page14
IdentityDocuments(IncomeCertificate)
5.
DelhiStateGov't
DistrictAdministration(clickhereformydistrict'swebpage).
2.Entitlement
IfincomeisbelowRs24,000thenshouldbeentitledtoaBPLrationcardand
allthebenefitsthatcomewiththat(SeeAppendix4).
3.ApplicationProcedure(Chanceofsuccess60%.Timeframe2mths)
Seethefullprocesshere.Youneedtosubmit:
Applicationonplainpaper
CopyofRationCard
Affidavitastoresidence,occupation,propertyandincome.
SubmititatyourlocalSDMofficeanyworkingdaybetween9:30and6:00pm
ForSDMlocationsseeCitizenCharterp8,9orclickhere.(MyBastisSDMis__________________).
Thenthere'llbeapoliceinspectiontocheckonwhatyou'vesaidintheaffidavitistrue.
Thecertificateshouldbeissuedwithin21days.
TryagainattheSDM;then
RTItoSDM(forSDMlocationsseeCitizenCharterp8,9orclickhere);then
DelhiPublicGrievanceCommission(Fortheprocedureclickhere)
5.SuccessStories
Putyourshere!
Page15
IdentityDocuments(SC/ST/OBCCertificate)
6.
StateGovernment
DeputyCommissioner&SubDivisionalMagistrateforyourarea.
(ForSDMlocationsseeCitizenCharterp8,9orclickhereforyourarea's
DeputyCommissionerwebsite.).
2.Entitlement
AnymemberofaScheduledCasteorTribe(forlistofScheduledCastesclickhere)oranymemberofan
OtherBackwardCase(forlistofOtherBackwardCastesclickhere)iseligibleforacertificatewhichwill
thenentitletheholdertoapplyfor'reservation'entrytocertainpositionssuchasUniversityentrance&
somegovernmentjobs.
However,anyoneinthe'creamylayer'ofprofessions/incomeisexcluded.Clickhereforthe'creamylayer').
Theprocedureisdetailedwithallnecessarylinkshere.
I.forthosewho'vebeeninDelhisincebefore20Sept1951(ortheirchildren)
a) Submitthefollowingdocuments9:30am1:00pmatyourSDMoffice
1. FilledupForm(OBCformhere,SC/STformhere)attestedbyM.L.A.,M.P.,CouncillorsorGazettedOfficers
2. CopyofRationCardorotherProofofResidence.
3. BirthCertificate/SchoolCertificateshowingdateofbirthorifapplicantisilliterate,anaffidavitdeclaringage.
4. Anaffidavitdeclaringname,father'sname,residentialaddress,periodofresidenceinDelhi&caste,and
attestedbyoathcommissioner/notarypublic.
5. Incaseapplicantisamarriedwoman,proofofresidentialaddressbeforemarriage.
6. CopyofSCCertificateoffather/brother/sister,ifany.
7. WherenoSC/STCertificatehasbeenissuedtoanymemberofapplicantsfamily,twowitnesseswhoare
Governmentservantsarerequiredwhoshouldgiveinwritingthattheyknowthepersonandhiscaste,along
withtheattestedcopiesoftheiridentityCards.
8. DocumentsNo.2to7tobeattestedbyaGazettedOfficer.
b) Thenanenquirywillhappentocheckresidence,income,casteand'creamylayer'.
c) Shouldgetenquirywithin21days.
II.forthosewho'vebeeninDelhisinceafter20Sept1951(ortheirchildren)
Submitthefollowingdocuments9:301:00atSDMoffice
1. FilledupForm(OBCformhere,SC/STformhere)attestedbyClassIGazettedOfficer.
2. BirthCertificateorSchoolCertificate.
3. CopyofRationCardorOtherProofofResidence.
4. CopyofSC/STcertificateoffatherissuedbySDO/TehsildaroftheState.Originaltobeproducedforexamination.
Thenenquirywillhappentocheckresidence,income,casteand'creamylayer'.
Shouldgetresponsewithin21daysiffatherscertificateislegible&inorderorelsein60daysif
father'scertificaterequiresfurtherexamination.
TotheSDM'sofficewheresubmittedapplication;then
SubmitanRTItotheADMatyourDistrict.(Forthelistofdistricts,subdistricts&SDM'ssee
DelhiCitizensCharterp8,9orclickhere
foryourDistrict'sweb);then
SubmityourgrievancedirectlyonlinetotheDelhiPublicGrievanceCommission.Forthe
procedureclickhere
.
5.SuccessStory
RekhaoftheKariprojectsubmittedapplicationforSCCertificateandgotcertificatewithin4months.
Page16
D. Income
1.
Income(Pensions)
CentralGov't
MinistryofRuralDevelopment'sNationalSocialAssistanceProgramme(seesummaryhere.)
DelhiStateGov't
(ForWidows'Pension)DeptofWomen&ChildDevelopment(WCD)(forwebclickhere).
(ForOldage&Disabledpension)DelhiSocialWelfareDepartment(forwebclickhere).
NBpreviouslypensionswereavailablefromeitherMCDorDelhiStategovernment.Nowtheyhaveall
beencombinedunderaninitiativecalledMissionConvergence(forwebsiteclickhere).
2.Entitlement(SeeDelhiCitizenCharterp.8488)
a) WidowsPensionforwidows1860yrsold.Rs1,000/mthpaidquarterly(ifinclessthanRs60,000/yr)
(EntitlementasperWCDwebsiteclickhere&(DelhiCitizenCharterp.87)saysRs600/mth&incomelimitRs48,000.)
b) Oldagepensionforpeoplemorethan60yrsold.Rs1,000/mth(ifincomelessthanRs60,000/yr)
(EntitlementasperDelhiCitizenCharter(p.85)saysRs350/mth&incomelimitRs48,000.
c) DisabilityPensionSeeDisabilitySectionhere.
d) AssistanceforTBpatients.Rs300/monthtoassistinpurchasingnutritiousfood.
(SeeDelhiCitizenCharterp.86).
e) AssistanceforfamilieswhoseprimarybreadwinnerdiesNationalFamilyBenefitSch(clickhere).
AllapplicationsforpensionsthatwerehandledbythelocalGenderResourceCentre(GRC)are
nowhandledbythelocalMLA.Clickhereformap&clickheretotypeyourlocalitytoidentify
yourconstituency&heretoidentifyyourbasti'sMLA&phoneno.
TheMLA'sassistantwillassistinfillingoutthedocumentsandreceivethedocuments.
MLA'sofficerswillthendoanenquiry,andsubmityourdocumentstotheSocialWelfareDept.
TheSocialWelfareDeptwill(hopefully)approvetheapplication.
Pensionwillbedepositedinyourbankaccountand'backpaid'totheapprovaldate.
Documentsforeachscheme
a)WidowsPension(DelhiCitizenCharterp.88)(Chanceofsuccess60%.Timeframe3months)
5yrsofresidentialproof.(VotersID;RCard;orWitnessofneighbour,MLA,localshopkeeperonphtcyoftheirCard;
NumbersoftheBankAccount(9digitMICR#and7digitIFCS#);
1photo;
DeathcertificateofHusband;
Affidavitstating:Name;Address;Selfdeclarationthatincome<Rs60,000peryear;Allfamilymembersinhousehold;
Notreceivinganyotherpension;Notbeenmarriedsincehusband'sdeath;&Promisetonotifygovernmentifremarry.
b)OldagepensionPension(DelhiCitizenCharterp.85)(Chanceofsuccess60%.Timeframe3mths
5yearsofresidentialproof.(VotersID,RationCardor2neighbours'witness);
1photo;and
Affidavitstating:Name;Address:SelfdeclarationincomelessthanRs60,000/yr;Notreceivinganyotherpension.
c)Disabilitypension(Chanceofsuccess30%.Timeframe5months)
SeeDisabilitySectionhere&DelhiCitizenCharterp.86
Page17
INCOMEPensions(continued)
d)TBassistance
(DelhiCitizenCharterp.86)(Chanceofsuccess80%.Timeframe1month)
FormsignedbyDOTSprovider;and
DOTSCentreCard
CheckwithMLA;orGenderResourceCentre(whereeveryouapplied);
Checkprogressonthegovernmentwebsitehere;then
DirectappealtoDirectorofSocialWelfareDepartment;(ForOldagepension)orWomen&
ChildDepartment:(forWidows'Pension)1CanningLane,KGMarg,Tel:23070379;then
RTItoSocialWelfareorWomen&ChildDepartment(FindPIOherebyentering'SocialWelfare'
DelhiPublicGrievanceCommission(Forprocedureclickhere);then
ComplaintotheSupremeCourtCommissionersfornationalFamilyBenefitScheme&National
OldAgePensionscheme(clickhere).
5.SuccessStory
Widowspension:Kareen(fromthestoriesabove)nowhadaVotersIcard,DeathCertificateofher
husband,andabankaccount.Shestilllackedanydocumentshowingshe'dresidedinDelhifor5years.So
KariworkerAnugrahmadeaspecialappealtothedirectoroftheSocialWelfareDepartment,whothen
eventuallygrantedthepension.Thewholeprocesstooksome3months.
Also,inHarijanBastiSahyogworkersChandraKantahasassistedpeopletogettheOldAgepension,
WidowspensionandTBassistancethroughthelocalGRC.
Page18
2.
Income(PaymentforgirlchildrenLadli)
DelhiStateGov't
DepartmentofWomen&ChildDevelopment)(forwebclickhere).
2.Entitlement(DelhiCitizenCharterp.88)
Ladli.Paymentforfirst2girlchildrenineachfamilyoncethey've:
reached18yrs;
passedgrade10;and
enrolledin12th.
Foreligibilityrequirementsclickhere.
Paymentsare:
a) Rs.11,000/ifthegirlchildisborninaHospital/NursingHome/institutionsinDelhi.or
b) Rs.10,000/ifthegirlchildisbornoutsidetheHospitals/NursingHomes/institutions;then
c) Rs.5,000/onadmissioninClassI;then
d) Rs.5,000/onadmissioninClassVI;then
e) Rs.5,000/onadmissioninClassIX;then
f) Rs.5,000/onchildspassingClassX;then
g) Rs.5,000/onadmissioninClassXII.
Totalover1lakh(includinginterest)perchildifenrolledfrombirth.
AllapplicationsforpensionsthatwerehandledbythelocalGenderResourceCentre(GRC)arenow
handledbyDeptSocialWelfare(smallgirls)orSchool(forschoolgoinggirls).
DocumentsgotoDepartmentofSocialWelfareforapproval;then
Aboveamountsdepositedinbankaccountinthegirl'sname.
Documentsrequired
a) Birthcertificate(ifchilddoesn'thaveabirthcertificatesee'IdentityDocumentsBirthCertificate);
b) ResidentialproofshowingresidenceinDelhifor3yrs;
c) AnnualincomeoflessthanRs1lakh(selfdeclarationontheformitself);
d) Photographoftheparentswiththechild;
e) Schooladmissioncertificate(ifapplyingforoldergirl);&
f) Affidavitstating:Name;Address;SelfDeclarationthatincomelessthanRs1,00,000peryear;
Whichnumbergirlthisisforwhomyouareclaiming(firstorsecond).
AppealtoAdd'lDirectorWomen&ChildrenDept;1CanningLane,KGMarg,Tel:23070379;then
RTItoWomenandChildDepartment(FindPIOhere)
.
DelhiPublicGrievanceCommission(forprocedureclickhere);then
5.SuccessStory
ManygirlshavebeensuccessfullyenrolledintheLadlischeme,butbecausetheschemedoesn't'payout'till
thegirlreaches18yearsofage,there'sfewsuccessstoriesyet.
Page19
E. Education
DelhiStateGov't
DirectorateofEducation(forwebsiteclickhere).
MCD
EducationDepartment(forwebsiteclickhereforMCDwebsite).
2.Entitlement(SeeDelhiCitizenCharterp95).
Ageofchild
Fees?
Middaymeal? Textbookcost
Passingbonus
Primary15
(MCDschools)
5yrsto14yrs
None
Boys/Girls
Boys/Girlsfree
Girlsfromslums
Rs200
Middle68
(DelhiStateGov't
schools)
Passed5th
None
Boys/Girls
(Asof2010)
Boys/Girlsfree
Girlsfromslums
Rs400
Senior912
(DelhiStateGov't
schools)
Passed8th
Rs125/3mths
=Rs600/yr
None
Allowance
Girls9/10Rs250
Girls11/12Rs300
Girlsfromslums
Rs600
a)Admission(Chanceofsuccess80%.Timeframe1week)
Tryforadmissionbytakingchildtoanearbyschoolb/f31stAugust.AllMCDschoolsarelisted
here.
Youonlyneedthechild'sBirthCertificateorifdon'thavethebirthcertificate,anAffidavitstating;
child'sname,fathersname,address,dateofbirthandtheyearforwhichadmissionissought.Ifthe
yearofadmissiondependsontheexam(seebelow),thenleavethatdetailblankandfillitinlater.
Ifchildis714yearsold,thenhe/shemayhavetositanexamtogetappropriategrade.
Children14yrsorovercangostraightinto5thstandardwithoutanadmissiontest.
Ifthechildisreenrollingaftersomeperiodofnotstudying,thendothereenrolmentbyApril30th.
b)Books/Uniformsubsidy&Passingbonus(Chanceofsuccess50%.Timeframe2months)
ApplytoheadmasterwithcopyoftheRationcardwithchild'snameonit.
Initiallyapproachtheprincipaloftheschool;then
ForMCDschoolsvisitsMCDCitizenServiceBureau;then
ForDelhiStateGovernmentschools,visitDeputyDirectorofEducation(DDE)foryourzone(see
CitizenCharterp97);Mybasti'sDDEisat____________________________(enteratpage2);then
RighttoEducationTaskForceAdvocateAshokAgarwal9811101923;then
DelhiPublicGrievanceCommission(forprocedureclickhere);then
LodgeRTItoDirectorateofEducation(FindPIOhereandenter'EducationDDE'.)
5.SuccessStory
Inderwasstudyingin6thatGandhimemorialschool.Hewasbadlybulliedsoleftschooltotrytotake
admissioninanotherschool.For2yearshetriedunsuccessfully.RuksanaofKariprojecttookthecaseto
theDeputyDirectorofEducationfortheareawhointervenedandallowedadmission.
Page20
F. Household
1.
Household(Water)
1. Relevantdepartment
DelhiStateGov't
DelhiJalBoard.(Forwebsiteclickhere)
TheDelhiJalboardindividedinto22zones.Tofindyourbasti'szoneseep12,13oftheCitizenCharter.
MyBasti'sZoneis
(enteratpage2).
MCD
Slum&JJDepartment
2. Entitlement(DelhiCitizensCharterpp913).
a)ForJJClusterswithpipedwatersupply:
1tapper150people(Clickhere&seepage2/316'EnvironmentalImprovementinUrbanSlums').
Water24hours,exceptwhenmaintenanceworkisgoingon.
b)ForJJClusterswithnopipedwatersupply:
Regulartankersupply.Ifregulartankerdoesn'tcomethenemergencysupplywithin3hoursofthe
requestfreeofcharge,asseenintheJalBoardpolicyhere(under'SupplyofWaterTankers').
3. ApplicationProcedure
a)ForJJClusterswithpipedwatersupply:(Chanceofsuccess90%.Timeframe48hrs)
Toapplyforresumptionofwatersupply,phonetheJalBoardinyourZone.
PhnumbersaregiveninCitizensCharterpp.12&13.
MyBasti'sZone'sphonenumber__________________________________(enteratpage2).
b)ForJJClusterswithnopipedwatersupply:(Chanceofsuccess80%.Timeframe24hrs)
Toapplyforatankertosupplywater,applytotheZonalRevenueOfficerinyourzone(ZRO'sare
giveninCitizenCharterpp12&13);
MyBasti'sZRO'soffice&phnumber_____________________________(enteratpage2).
OrphoneTollfreeon1916
4. Advocacy(ifapplicationdoesn'tsucceed)
SubmitgrievancedirecttoJalBoard.Theprocedureisfoundhere.BasicallyfindtheJtDirectorfor
yourZone&submitthecomplaintbetween10amand1pmonthe3daysheworks;MyBasti's
ZRO'sJtDirectoroffice&phnumber_____________________(enteratpage2).;then
SubmitanRTItothePublicInfoOfficeroftheJalBoard.ForthelistofPIO'sclickhere;then
TheDelhiPublicGrievanceCommission.Fortheprocedureclickhere.
5. Successstory
a)PipedwaterInJantaColonytherehadbeennowaterintheMCDlinesfor2days.AnthonyDavidof
KariProjectphonedtheJalBoardinShahdara.Thewaterbeganflowingagainlaterthatday.
b)TankerwaterInBhalsvaDairyresidentsreliedontankerwaterfordrinkingforyears.Thetankercame
regularlyeveryfewdays.Onedaythetankerwaterwasyellowincolour.Itwasclearthatthedriverhad
soldthecleanwatertosomeoneelseandfilleduponuncleanwater.LocalresidentMrKalluchallengedthe
driverwhoadmittedhisfaultandpromptlywentawayandbroughtcleanwater.
Page21
Household(Electricity)
2.
PowerhasnowbeenprivatisedinDelhi.Delhiisdividedinto3zones:
NorthDelhi:NorthDelhiPowerLtd(NDPL)(forwebclickhere).
EastDelhi:BSESYamunaPowerLtd(BYPL)(forwebclickhere).
RestofDelhi:BSESRajdhaniPowerLtd(BRPL)(forwebclickhere
)
2.Entitlement(SeeDelhiCitizensCharterp.14)
a)RegularPowersupplyonlyinterruptedforseveralhoursatatimeforloadshedding.
b)Newconnectionwithin1weekincolonieswherethereisexistingconnections/infrastructure.
c)Electrificationofsomebastidependingonlocationofexistinginfrastructure.
d)Independentresolutionofbill/finedisputes.
a)Forpowercut(MayneedtogiveCRNnofromlatestbill)(Chanceofsuccess80%.Time1day)
NDPL66404040
BSESYamuna42895555/39999808
BSESRajdhani42895554/39999707
b)Fornewconnection(Chanceofsuccess80%.Timeframe1week)
SubmitapplicationtoBSES(forlistofBSESofficesclickhere)
1. Fillouttheform(Downloadtheformhere);
2.
3.
4.
5.
6.
7.
Attestedphoto;
ProofofResidence(RationCardcopy);
Payment.(Rs3600.Rs600initially,then30instalmentsofRs100.);
Affidavitstatingthatwon'tholdBSESliableetc(thetypistsneartheofficeknowthewording);
(Forbastiwhichisalreadyconnectedtopower)PhotocopyofelectricitybillfromNeighbour;
Getreceipt
c)Forelectrificationofabastiwithoutelectricity(Chanceofsuccess20%.Timeframe9months)
ApplydirectlytoBSES/NDPL
d)Forotherproblems,billingetc,(Chanceofsuccess40%.Timeframe3months)
ComplaintotheBSES/NDPLCustomerCareCentre
(formoredetailsseetheBSESgrievanceredressalmechanismhere)ortheNDPLmechanismhere)
a) ComplaintotheBSES/NDPLCustomerCareCentres9:303:00inperson;then
b) BSESSeniormanagement(1st&3rdSaturdays35pm)forlistoflocationsclickhere
Mybasti'sBSESdivisionalofficeis___________________(enterontableonpage2).;then
c) DelhiPublicGrievanceCommission(forprocedureclickhere).
5.SuccessStories
a)PowercutsWheneverthepowergoesoffinJantacolonyresidentcancallthelocalBSESofficeandbetoldhowlongit
willtakeforthepowertocomeback.Generallytheinformationgivenisactuallytrue!
c)ElectrificationofbastiPriorto2005HarijanBastiinEastDelhi,inwhichSahyoghadbeenworking,didnothave
legalelectricity.BSESwantedtochargeanextra'developmentcharge'ofRs6,0007,000extraperpersoninorderto
financetheinfrastructurenecessary.However,onapplicationbythecommunity,withSahyog'shelp,thecommunitygot
legalpoweratthenormalrate(Rs3,600)&thattoopayablebyinstalments.Thewholeprocesstookabout9months.
d)BillingproblemsFahima,aresidentofJantaColonyhadbeencaughtstealingelectricity,eventhoughthiswasbefore
thelegalelectrificationofthebasti.ShewasfinedRs60,000,anamountwaybeyondheremeans.MrMarkofKariproject
tookhercasetotheSeniorManagementattheBSESdivis'loffice&thefinewasreducedtoRs20,000.
Page22
Household(Gas)
3.
Cookinggasisnowsemiprivatised.Mostconnectionsarethrough:
IndianOilCorporationLtd(Indane)(thewebsiteishere).
2.Entitlement
EveryhouseholdwithaseparatecookingareaintheirhouseisabletoapplyforaGasconnection.
Newconnectionwithin15days.Inpakkacolonies1connectionperfamily(perfloor)isallowed
whileinJJclustersonly1connectionisallowedperplot,regardlessofthenumberof
floors/families.
Refillwithin1weekforRs345
a)Fornewconnection(forapplicationprocedureclickhere)
Fillouttheform
Submitwithproofresidence(1onlyof;ICard,RationCard,ElectricitybillorPhonebilletc).
Cost:
1. StoveRs1695,(CanuseownstoveifithasISOmark7originalreceiptofpurchaseand
checkedbyIndanestaffforRs250);
2. SecurityFeesRs.1250;
3. GasRs.345;
4. RegulatorRs.150;
5. Installation.Rs45;
6. DomesticGasConsumerCardRs45
TotalRs2,085(withownstove&pipe)
Getreceipt.
Thegaswillbedeliveredwithinaweek.
ComplaintotheIndaneCustomerCareCentre;then
IndaneSeniormanagement;then
DelhiPublicGrievanceCommission(forprocedureclickhere).
5.SuccessStory
In2008RehmatinJantaColonyhadnolegalgasconnection.ShewaspayingRs500forarefill.She
appliedatthelocalIndanedealer.InitiallytheyrequiredhertohaveaRationCardandanelectionIdentity
Card.Shepointedouttherulethatonlyoneoftheseisnecessary.Thentheywantedhertobuytheirstove
forRs1,695.AgainsheinsistedthatshealreadyhadanISOmarkstove.Theydidtheinspectionand
acceptedthestoveandshegotthelegalconnectforatotalofRs1,700.NowshepaysonlyRs311forarefill!
Page23
G.Housing&Colony
1.
Housing(Sanitation)
MCD
DEMS(DeptEnvironmentManagementServices)(forMCDWebclickhere)
2.Entitlement
MCDpridesitselfatdeliveringsanitationservices,eventobastis.Onit'swebsitehomepagehereitsays:
theMCDhastheuniquedistinctionofprovidingcivicservicestoruralandurbanvillages,ResettlementColonies,
regularisedunauthorisedcolonies,JJSquatterSettlements,slum'basties'InpracticetheMCDprovides:
Sweeperstocleaneveryday.
(ForthelistofSweepersinallMCDZones,clickherethenon'Departments',thenon'DEMS',thenon'Dutylistof
Safaikaramchariyas',thenonyourzone,thenonyourWardnumber).Findyourcolony'sSanitationInspector(SI)andAssistant
SanitationInspector(ASI).Mybasti'sSI___________________isandASIis___________________(enterontableonpage2).
Mosquitosprayingeveryyearbeforemonsoon.
a)Sweepers(Chanceofsuccess70%.Timeframe1month)
SpeaktotheSweepersInspector(Thanedar);then
PhonetheMCDControlRoom(011)22822700(getacomplaintnumber).
b)Mosquitospraying(Chanceofsuccess50%.Timeframe1month)
LocatethelocalSanitationOfficenearyourbastiandasktheMalariaInspectorfortheMalariaSpray
Worker(MSW)(otherwiseknowastheBheldar)tobesent;or
For'fogging'(sprayingwithamachine)applytotheChiefDistrictMedicalOfficer(CDMO)attheDistrict
Administrativeoffice(clickhere&enter'DHS'&scrolldownforlistofCMO's).
a)Sweepers
SpeaktotheSweepersInspector(Thanedar)again;then
PhonetheMCDControlroom(011)22822700(quotetheoriginalcomplaintnumber);then
SpeaktotheSanitationInspector(SI);then
ApplytotheDeputyCommissioneroftheMCD;then
RTItotheMCD(ForPIOclickhereandenter'MCDMCDGeneralDeptt');then
DelhiPublicGrievanceCommission(procedurehere)
b)Mosquitoes
ComplaintothelocalMalariaInspectorattheSanitationofficenearyourbasti;then
ComplaintotheCDMOatyourDistrict'sAdminoffice(clickhere&enter'DHS'forlist&scrolldown)then
DelhiPublicGrievanceCommission(procedurehere);then
RTItotheMCD(ForPIOclickhereandenter'MCDMCDGeneralDeptt')
5.SuccessStories
a)Sweepers
InSaraiKaleKhanbastitherewerenosweepers.SahyogworkerMrRakeshhelpedresidentsapplyforsweepersto
beappointed.TheSanitationSupervisorsaidtherewere2vacantpostsforsweepers,butnonehadbeenassigned.
UltimatelytheDeputyCommissionerofMCDappointedsweepers.Theprocesstook6months.
b)Mosquitospraying
InMadanpurKhadarbastithemosquitosituationwasgettingbad.MrRakeshofSahyogprojectspoketothelocal
MalariaInspectorforinitialspraying&thenthroughtheDistHealthofficergot'fogging'done.
Page24
2.
Housing(Paving,Toilets&Lights)
MCDSlum&JJdepartment(Clickhereformoredetails)
2.Entitlement(Clickhere&seep2/316'Environmental
Improvementinurbanslums').
a) Paving;
b) Toiletblocksoffering1toiletfor25people;and
c) Streetlighting30metresapart.
a)Paving(Chanceofsuccess70%.Timeframe13months)
ApplytothelocalMLA(Vidayak);or
Clickhereformap&click,heretoidentifyyourconstituencyandheretoseeidentifyyourbasti'sMLA.
Mybasti'sVidayakis_____________________________________________(enterdetailsonp2).
ApplytothelocalCouncillor(NigamParisad)
Clickhereandclickontheletter/alphabettofindyourColonyName,andcheckwhichWardandwhichMCDZone
yourcolonyisin.ThenclickheretocheckthenumberofyourWardandyourlocalCouncillor.
Mybasti'sCouncilloris____________________________________________(enterdetailsonp2).
b)Toiletblocks(Chanceofsuccess10%.Timeframe1year)
ApplytothelocalMLA(Vidayak)orCouncillor(NigamParisad)asdescribedabove.
a)Paving
DirecttotheVidayak;then
b)ToiletBlock
DirecttotheVidayak;then
5.SuccessStories
a)Paving
InMadanpurKhadarbastiinsouthDelhitherewasnopaving.MrRakeshofSahyogtogetherwith
residentsappliedtothelocalVidayak.After6monthstheentireblockwasconcreted.
b)Toiletblocks
Putyourshere!
c)StreetLights
Putyourshere!
Page25
3.
Housing(SlumDemolition/Relocation)
Central
DDA(orotherLandOwningAgency(LOA)(egJalBoard,Railways)
MCD
Slum&JJDepartment.(Clickhereformoredetails)
2.Entitlement
Forallresidentslivinginbasti'ssince1998.
a) Onsiteupgradationofthebasti(forpolicyclickhere(seep2)&here(seep2/316'insituupgradation');
Sofarthishasonlybeendonein4bastis,EktaViharinsouthDelhi,PrayogViharinWestDelhi,
madrasiBastiinMotiBaghandShahbadinDaulatpuror
b) Relocationtonewsiteforresidentswho'vebeenresidentsince1998(18mforthoseresidentsince
before1990and12mforthoseresidentafter1990;
a)Foronsiteupgradation(&legalisation)(Chanceofsuccess5%.Timeframe2years
ApplydirectlytotheLandOwningAgencyforNoObjectionCertificatetoUpgradation.
DirectlyapproachyourlocalMLAorMP.ClickhereformapshowingLokSabhaconstituencies&
here(scrolldown)tofindyourMP.
MylocalMPis__________________________(enteronpage2).
b)Forlandintherelocationsite(Chanceofsuccess40%.Timeframe5months)
Surveywillbedoneofallresidents;
Noticeofdemolitionwillbegiven;
Listofresidentseligibleforrelocationshouldbeposted;
ResidentspayRs8,000andreceivea'lalparchi'receipt;
Residentsdemolishtheirownhouse;
Justbeforedemolitionday,residentsreceiveawhiteparchiwiththeirnewplotnumber;&
OntheactualrelocationdaystheMCDprovidestrucks(1per2families)tomovetheirbelongings
(butnottheirbuildingmaterials)totherelocationsite.
a)Forlandintherelocationsite
DirecttotheMCDSlum&JJ;then
RTItotheLandOwningAgency(ForPIOclickhereandentertheLOA);then
TheLawyersCollective(LawyerswhoactedinBarapullahstorybelow)ph24377101/2.
5.SuccessStory
a)Forinsituupgradation:ThroughtheworkofASHAEktaVihar,nearRKPuramwastotallyredesigned
andgainedlegalstatusinthe1990's.Seewebsitehere.
b)Forrelocation:BarapullahslumwasbuiltonthebanksofthedrainagecanalnearNizamuddinRailway
Station.In2001theMCDgaveresidents6daysnoticeoftheir'relocation'.Aresidentsgroupchallengedthe
relocationintheDelhiHighCourtthroughlawyersattheLawyersCollective.Theyachievedastayofthe
evictionfor3monthstoallowresidentstodeconstructtheirownhousespeacefullyratherthanbyforce.
ThecourtalsoordertheMCDtoissuetitlecertificatestothelandintherelocationcolonybeforethe
eviction.
Page26
Housing(CompensationforFire/Flood)
4.
DelhiStateGov't
DelhiDisasterManagementAuthority(Forwebsiteclickhere).
SubDivisionalMagistrate(SeeDelhiCitizensCharterp8,9or
clickhereforyourbasti'sdistrict'swebsite&clickon'disaster'.)
2.Entitlement(SeeDelhiCitizensCharterp.5)
Forallresidentslivinginbasti'swholoseafamilymember'slifeortheirhouseduetofireorflood.
Rs1,00,000forlossoflifeofadult;
Rs50,000forlossoflifeofchild;
Rs20,000forseriousinjury;and
Rs1,000forlossofJhuggi
Asurveywillbedoneofallresidentsaffectedbythedisasterby:
FireDept;Police;&thearea'sSubDivisionalMagistrate.
NeedtosubmitthefollowingdocumentstoSDM:
Applicationforexgratiapayment;
Residentialproof;
Identityproof;
Deathcertificate(ifdeath);&
Medicalcertificate(ifinjury)
ComplaindirectlytotheSDM(SeeDelhiCitizensCharterp8,9forlistofSDMoffices);then
RTItotheSDM(forPIOsclickhereandenter'DyCommissioner'foryourdistrict);then
DelhiPublicGrievanceCommission(procedurehere)
5.SuccessStory
In1997intheslumbehindRajGhatafiredestroyedmanyhouses.Sahyogprojectwasworkinginthe
Colony.BoththeFireDepartmentandthePoliceDepartmentsurveyedthedamagedareaandmadealist
offireaffectedfamilies.Thenumberofaffectedfamilieswasslightlydifferentoneachlist,sothereliefwas
heldup.MrRakeshofSahyogprojectcontactedtheSDMforthedistrictwhodidtheirownsurveyafter
whichthereliefwasgiven.
Page27
H. HumanRightsAbuse
1.
DomesticViolence
DelhiStateGov't
Women'sCommission(ForWebsiteclickhere)
DelhiPolice.(Forwebsiteclickhere)
Mylocalpolicestationis_______________________________________(enterdetailsonpage2).
2.Entitlement
Freedomforwomenfromdomesticviolence(SeeDomesticViolenceAct2005here)whichincludes:
Actualabuseorthethreatofabuse;
Abusecouldbewhetherphysical,sexual,verbal,emotionaloreconomic;or
Harassmentbywayofunlawfuldowrydemandstothewomanorherrelativeswouldalsobe
covered.
TalktoMahilaPanchayatrunbylocalNGO'stoseeiftheycansolvetheproblem;or
AbusedwomanlodgesanFIRatthelocalPoliceStationafterwhichpolicearrangeformedical
examination/certificate&willinvestigatetheabuse;or
TalktotheDelhiCommissionforWomen.Abusedwomangivesastatement.Commissioncallsthe
husbandandifhedoesn'tappeartheDelhiCommissionforWomen'sforwardsthecomplaintto
court.
DirecttothePolice(forcontactsforcomplaintsclickhere)
DirecttotheDelhiCommissionforWomen;then
RTItotheDelhiCommissionforWomen(ForPIOclickhereandenter'WomenCommission
Delhi')
5.SuccessStory
FarookawasbeingabusedbyherhusbandinJantaColony.NazarethMahilaSamiti,alocalNGOcalleda
localwomen'spanchayatmeetingwhocondemnedtheviolence.Howeverthehusbandkeptabusing
Farooka.ShethenlodgedanFIRatthelocalpolicestation.Thepolicewarnedthehusbandtostayaway
fromhiswife.Hestayedaway.
Page28
2.
ChildLabour/Trafficking
Central
MinistryofLabour(Forwebsiteclickhere)
DelhiStateGov't
DelhiPolice.(Forwebsiteclickhere)
Mylocalpolicestationis_________________________________________(enterdetailsonpage2).
2.Entitlement
Nochildundertheageof14canbeemployedina'hazardousoccupation'whichincludesas
domesticservantsandinchaishopsanddhabas.(aspertheChildLabour(Prohibition&
Regulation)Act1986(seegovernmentpageonChildLabourhere.)
Nochildcanbetrafficked/prostitutedImmoralTraffickingPreventionAct.InfactunderthisAct
runningbrothelsisalsoillegal,althoughthisisrarelyenforced.Theonlycurrentlegalformof
prostitutionisforanadultfromtheirownhome.
Atollfreehelpline(1098)hasbeenmadeoperationalbytheNGOChildnline(seewebsitehere)to
receivedistresscallsaboutemployingchildreninthebannedsectors.Thisnumberismanned24
hoursadaybyNGO's.InDelhi,theseNGO'sincludeShaktiVani,STOP,BachpanBachovAndolan
&Butterfiles.TheChildlinetelephonenumber1098isfunctionalinthese72cities:
Agartala,Aurangabad,Chennai,Guwahati,Kanchipuram,Kozhikode,Nadia,Pune,South24Paraganas,Varanasi,Shimla,
Ahmedabad,Bangalore,Coimbatore,Hyderabad,Kanyakumari,Kutch,Nagapattinam,Puri,Thiruvananthapuram,Vijayawada,
Ludhiana,Ahmednagar,Baroda,Cuddalore,Imphal,Karaikal,Lucknow,Nagpur,Rourkela,Thirunelveli,Vishakhapatnam,
Akola,Bhopal,Delhi,Indore,Kochi,Mangalore,Nasik,Ranchi,Thrissur,Waynad,Allahabad,Bhubaneshwar,EastMidanapore
Jammu,Kolkata,Madurai,NewJalpaiguri,Salem,Tiruchirapalli,WestMidnapore,Alwar,Chandigarh,Goa,Jaipur,Kollam,
Mumbai,Patna,Shillong,Udaipur,Agra,Amarawati,Cuddalore,Gorakhpur,Kalyan,Kota,MurshidabadPortBlair,Sholapur,
UjjainandGurgaon.or
LodgeanFIRatthelocalPoliceStationafterwhichpolicewillinvestigatetheabuse;or
Ifachildisfreedfrombeingtrafficked,undertheJuvenileJusticeAct,she/hewillbehaveto
appearbeforeaChildWelfareCommitteewithin24hours,afterwhichshe/hewillbeplacedina
safehouseforupto6months,whiletheauthoritiesdecidewhetherit'ssafeforher/himtogohome.
Phone1098again;then
DirecttotheDelhiPolice(forcontactsforcomplaintsclickhere);then
RTItotheDelhiPolice(forcontactsforcomplaintsclickhere).
5.SuccessStory
AnimmigrantfamilytoDelhicameintotroublewhenthefathersuddenlyneededRs.11,000formedicaltreatment.He
borrowedfromamoneylender,aladywhosaid,"Youhavetogivemeyourdaughter(age12orso)toworkasadomestic
servantfor1yeartorepaytheloan."Thefatherletthelendertakehisdaughter.Oneyearlater,theparentswentbacktoget
theirdaughterand,despitesomeargument,broughtthegirlhome.Soonafter,thewomancametotheirhomeandsaid,
"Givemebackyourdaughtershehasn'tyetpaidoffyourdebt."Themotherrefusedandthewomanleft.Later,however,
shereturnedwithagroupofthugsandsaidtothefather,"YourwifeANDyourdaughterANDsonhavetocomewithus."
Hedidnotresistthemandtheytookhisfamilyaway.However,hewentoutandimmediatelycalledChildline'shotline
1098.Themanwhoansweredthephonesprangintoaction:Heworkedwithpoliceandtheyinterceptedthecaptorsandthe
familyatatrainstationbeforetheyleftthecity.Nowthefatherhashiswifeandsonanddaughtersafelyhome,andthe
moneylenderhasbeenchargedwithcrime.ItwasluckythefatherknewtheChildlinenumbertocall,andfortunatethatthe
NGOontheotherendofthephoneactedsoswiftly.
Page29
I. Appendices
1.
Appendix10StepstoCommunityProblemSolvingProcess
1.Builddeeprelationshipswithresidentsinthecommunity
Thekeytoanylastingchangeinapoorcommunityistheresidentsthemselves.
Oftenhowever,aftergenerationsofpovertyandbeingignoredbythepowerful,
residentsarequitedisempoweredsomuchsothattheypassivelyaccepttheir
situations.Vitallyimportanttoacommunitybeingabletoidentifyandsolveits
ownproblemsthenisforasmallgroupofresidentstodeveloptheknowledge,
skillsand'heart'(courage,selfconfidenceandselflessness)tobecomechange
agentswithintheircommunity.Webelievethebestwaytohelpkeyresidentsto
developthisknowledge,skillsand'heart'isbyourownstaffformingstrong
mutual,caringrelationshipswithseveralkeycommunitymembers.Hencefrom
theverybeginningoftheproblemsolvingprocessourstaffarelookingtoform
goodrelationshipswithkeyresidents.Inchoosingwithwhomtomakethe
relationships,wedeliberatelylookforkeypeoplewiththeright'heart'whocan
potentiallytakethecommunityforwardintheirdevelopmentjourneyafterourNGO'sstaffleave.Anadded
advantagetoforminggoodrelationshipswithresidentsisthatwewilltendtogetthe'real'storyonthe
communitywhenwedoourresearchonthecommunityinStep2.
2.LearnaboutthecommunityObserve&enquire
It'simportanttostarttheproblemsolvingprocessbybeinglearnersourselvesratherthancominginas
experts.Oneofthebestwaystolearnaboutthecommunityistosimplywalkaroundandobserveourselves
thesituationwithrespecttohousing,power,sanitation,water,communityrelations,marginalisedgroups
etc.Somethingsaboutthecolonyhowever,wecan'tobserve,suchasthehistoryofthecolony,what
residentsappreciateabouttheircolonyandwhattheyperceivetobetheirpriorityproblems.Forthese,more
hiddenaspects,weneedtoaskquestions,especiallyofthosewithwhomwearedevelopingcloseand
mutualrelationships(fromStep1above.)
3.Analysetheproblemsyourselfandwithyourcolleagues
InorderforourNGO'sstaffthemselvestohaveasenseofthemostpressingproblemswe,asateam,
analysewhatwe'velearntfromStep2.Thisanalysismayalsorevealwhichproblemsaffectmostresidents,
whichproblemsmaycreateoppositionetc,sorevealingwhichproblemswillhavethebestchanceofbeing
resolvedsuccessfully.Thisanalysisisnotsoastoimposethosefindingsonthecommunity,butratherto
havethoughtabouttheseissuesbeforerunningthecommunitymeeting,todecideonwhichproblemto
tacklefirst(step4).
4.Holdcommunitymeetingstoprioritisetheproblems
WhileourNGO'steamhasdoneitsownanalysisinStep3,it'svitalforthefinaldecisionastowhich
problemistackledfirst,toactuallybetakenbytheresidentsthemselves.Thisisdoneinacommunity
meetingattendedbyrepresentativesofasmanygroupsofresidentsaspossible;women,children,Muslims,
Hindus,thedisadvantagedandsoon.Thisisoneofthemostdifficultstepsintheentireprocess,asrunning
asuccessfulcommunitymeetingwithmanydifferentgroupsanddifferentopinionsisverydifficult.The
facilitatorwillattempttohearallparties,quietentheloudestvoicesandultimatelybuildconsensusamong
theresidentsastowhichproblemtotacklefirst.
Page30
5.Becomeanexpertintheresourcesthatcouldsolvetheproblems
Afterthecommunityhasdecidedwhichproblemtotacklefirst,ourNGOteamcanusethisManual,its
widernetworks,internetresearch,RTI(RightToInformation)applicationsandsoforthtogatherrelevant
informationonresourcesavailabletothecommunitythatmaybeusedtoresolvetheproblem.These
resourcesmaybefoundinthegovernment(inthisManual),amongotherNGOs,orindeedwithinthe
communityitself.Again,thisresearchisnotdonesoastoimposethoseresourcesonthecommunity,but
rathertohaveoptionstoputtothecommunityinthenextcommunitymeetingwhendevelopingaPlanof
Action(Step6).
6.Planactiontosolvetheproblem
Anothercommunitymeetingisheldtomakeaplanofactiontosolvethepriorityproblemdecided
inStep4.Theplanneedstospecifywhowilldowhat,whenitwillbedoneandwhowillpayforany
expenses.WhileourNGO'sstaffmaybeapartoftheactionplan,it'svitalthatourNGO'sstaffnot
taketoomuchresponsibility.Ifresidentsaren'twillingtogetinvolved,thenitindicatesalackof
commitmenttotheprocessandourNGO'sstaffneedtowaituntilthereissufficientcommitment
beforemovingon.ThisplanningphasemayalsobeagoodpointatwhichtointroduceGodasa
willingaidintheproblemsolvingprocess.InthemultifaithcontextofIndia,mostpeoplewill
readilyagreetocallonGodwithintheirowntraditiontohelpsolvecommunityproblems.
7.Taketheactionagreed
ResidentswhohaveagreedtotakestepsintheActionPlan(fromStep6)thenproceedtodoso.
Oftenthesestepsinvolveadvocatingwithgovernmentofficerstoimplementexistinggovernment
serviceswhichshouldbeavailabletoresidents.UsuallythiswillinvolveusingtheApplication
ProcedureoutlinedinthisManual.
8.Reflectontheactiontaken
If,aftercarryingouttheplanofaction,residentshavesucceededinsolvingtheproblem,thenit's
importanttocelebratethesuccess!Ifwehaven'tsucceeded,thenweneedtomakeanewplan
probablyusingtheAdvocacyStepsoutlinedinthisManualandusingourlearningsfromstep7.
Thencyclethroughsteps68untiltheproblemissolvedorbecomesunresolvable.
9.DoitallagainwithlessinvolvementfromtheourNGO&morefromtheresidents
AftertheresolutionofthefirstproblemwereturntoStep4andchoosethenextcommunityproblemto
tackle.IndoingsoourNGO'sstafftakelessresponsibility,whileencouragingresidentstotakemore
responsibility.Inthisway,graduallytheresidents,especiallythe'goodhearted'peoplelearnthewhole
problemsolvingprocesswellenoughthattheycaneventuallydoitwithoutthehelpofourNGO'sstaff.
10.FormaCBO
The'goodhearted'peopleidentifiedinStep1andmentoredthroughtheentireproblemsolvingprocess,
willeventuallyformanindependentCBO(CommunityBasedOrganisation),thatwillcarryonfacilitating
thecommunity'sdevelopmentafterourNGO'sstaffleave.Thatgroupmay,aftersometime,wishtoregister
asaformalCommunityWelfareAssociation,soastogiveitmoreauthorityindealingwiththegovernment
aswellasmoreaccountability.
Page31
2.
AppendixWriting&lodgingEffectiveApplications(withexample&tips)
Inyourletterofapplicationbesuretoincludethefollowing:
1. Aclearstatementofyourproblem.Forexampletherearenotenoughwater
tapsinyourcolony.
2. TherightyouhavetoNOThavethisproblemandtherelevantlaw(perhaps
withtherelevantwebsite).ForexampleundertheMCDpolicythereshouldbe
1tapforevery150people.
3. Yourrequestthatisspecificandclear.Whattoyouwantbywhen.For
exampleyouwant10extratapsinthecolonyby30December2011.
4. NextSteps:Ifyoudon'tgetthisactionwhatyou.Forexampleifyoudon'tget
thepavedroadby30thJune,you'lllodgeanRTI.
Copytheapplicationtotheheadofficesothelocalofficerismoreinclinedtoconsideryourrequest.
Thusanexamplelettermightlooklikethis:
DelhiJalBoard
NorthEastoffice
Shadhara
10thJanuary,2011.
Re:ApplicationforadditionalwatersourcesinJantaColony
Dearsir,
IliveinJantaColony,SeelampurinNortheastDelhi.Irespectfullystatethefollowing:
1. That60,000residentsliveinJantaColonyandthattherearefartoofewwatersourcesavailablefor
thoseresidents.
2. InotefromtheMCDdocumentavailableat:
http://delhiplanning.nic.in/PD/200910/Urban%20Development%20%5B315%20%20340%5D.pdf
thataccordingtoMCDguidelines1tapshouldbeavailableforevery150people.
3. SincemyColonyhas60,000residents,Iwouldthereforeliketoapplyfor20additionaltapsby
December2011,totakethetotalnumberoftapsalittlecloserto400inaccordancewithMCD
guidelines.
4. Ifthisisnotdone,IwilllodgeanapplicationundertheRTIAct2005totheJalBoard(northEastI)
Zoneofficetoknowwhathashappenedwiththisapplication.
Kindregards,
Ramesh Kumar
RameshKumar
H.No6
GaliNo7
SivarampurColony
NorthEastDistrict
Delhi110087
Tel9750478598
ccDelJalboardheadoffice
Page32
Tipsontheeffectivelodgementofapplications
A.Preparationforthemeeting
Takesomeonefromthecommunity.
Havethepurposeofthevisitclearlyinmind.
Getanappointmentifpossible.
Dressformally.
TakeyourIcard&visitingcardsifyouhavethem.
Haveyourdiary,paper&pen.
Take2copiesofanyletterordocumentyouwantopresent(withcctoProjectdirector).
Knowwheretheofficeis.
Haveenoughmoneyforauto(ifgettinglate)andforchaietcfortheofficerifappropriate.
Getthereontime.
B.Duringthemeeting
Introduceyourselfandifappropriatechecktheirname,designationandphonenumber.
Clearlystateyourpurposeforcoming(mayinvolvegivingtheletterifsogetareceivedstamp)
Repeatwhatevertheysaytoyou(whethernegativeorpositive)(Oftenwhentheofficerhearshis
unreasonableresponserepeatinghesoftensit.)
Clearlystatewhateverfollowupyouintendtomake.
Thankhim/her
C.Debriefthemeeting
Ifyouwentwithsomeonefromthecommunitythendebriefthemeetingbyasking:
Howwasthatmeetingforyou?
D.Recordthemeeting
Onyourreportingformat
Dateofmeeting
Timeofmeeting
Whoyoumetwith
Resultofthemeeting(attachextrasheetifnecessary)
Anyexpense
Attachthereceivedcopyofanylettergiven
Putanyfollowuponappropriatedateinyourdiary.
E.Followuponthemeeting
Dowhateversaidtotheofficeryouddo.
Ifitwasapromiseforsomeaction,checkmorefrequentlythatitwillhappenasthedateapproaches.
Oncepositiveresultachievedmakesuretothankthemwithphonecall.
Page33
AppendixNotesoneffectiveuseoftheRTI
3.
1.WhenistheRTIuseful?
a)Personalproblems(egPensionapplicationnotprocessed)
Onceyou'veappliedforsomegovernmentbenefit(usingthe
'ApplicationProcedure'inthisManual);and
Thenormalperiodhasexpired;and
Reasonableenquiries(usingthefirstadvocacystepinthismanual)haven'tworked.
b)Communityproblems(egGarbagenotcollected)
Whenapublicservicethatshouldhavebeendonehasn'tbeen.
2.HowtowriteanRTI
a)Necessaryinformation
PIO's,Departmentandaddress;
Date;
MentionofTheRighttoInformationAct2005;
Theinformationrequested(seeexamplebelow);
FeeRs10(remembertogetthereceipt)(forBPLRationCardholdersnoFee,attachacopyofRcard);
Yoursignature(oftheapplicant);
Yourname;
Youraddress;and
Yourtelephonenumber.
b)Howtoaskquestions(Seeexamplebelow.)
Statewhen,where&towhomyouappliedfortheservice,(attachacopy).Thenask:
i. Howlongsuchanapplicationshouldtakeaccordingtotheirrules.
ii. Whohashadyourapplicationonwhatdatesandwhatactiontheytook.
iii. Whatactionhasbeenorwillbetakenagainstanyofficerresponsibleforanydelay.
iv. Whenyourapplicationwillbeprocessed.
NBDon'taskwhyquestions.
3.ToWhom/WheretolodgeyourRTI
a)TheRTIrequestshouldbeaddressedtothePublicInformationOfficer(PIO)oftheconcerned
Governmentdepartment.
b)ForlistsofPIOstry:
http://delhigovt.nic.in/rti/search_pio.asporwww.delhigovt.nic.in
www.righttoinformation.orgorwww.rti.gov.in
c)Ifyou'reconcernedyou'llbetroubledbythegovernmentdepartmentyou'reasking,youcanposttheRTI.
UseregisteredorSpeedpost,soyouhavearecordofit.FortheRTIfeeuseapostalOrderwiththePayee
lineblank.ManyNGO'snowprefertoposttheirRTI'swhetherthere'sanythreatornot.
d)IfthatturnsoutNOTtobethecorrectgovernmentdepartment,it'sthePIO'sresponsibilitytosendthe
RTItothecorrectdepartment.Thereplyshouldstillcomew/i30daysfromtheoriginalRTIdate.
4.PossibleResultsandactions
Theinformationshouldthenbeprovidedtoyoubypostwithin3035daysoffilingtheapplication.Incase
ofinformationconcerningthelife&libertyofaperson,theinformationshouldbeprovidedwithin48hrs
ofthereceiptoftherequest.Thereare5possibleresults&correspondingactionstoyourRTIasseenbelow
Page34
Result
Action
1.NOresponsebutworkdone
None
2.Correctinformation
None
3.Noinfoorunrelatedinfo
ComplaindirectlytoCentralInformationCommission
4.Incompleteinformation
(90%ofcases)
ComplaindirectlytoCentralInformationCommission;or
Lodge1stAppeal
5.NotallowedtolodgeRTI
ComplaindirectlytoCentralInformationCommission
5.1stAppeal
a)Timelimit
Mustbewithin30daysofreceiptofthereply(ratherthanthedateofthereply).Buttobesafeappeal
within30daysofthedateofthereplyor60daysoflodgingtheRTIifnoreplyreceived.
b)Towhom
Totheappellantofficergiveninthereply.
c)Necessaryinformationintheappeal:
FirstAppellantAuthority;
Address;
Date;
RTIdate./number;
FilingthefirstappealagainsttheCPIOunderSection19oftheRTIAct;
ReceiptnoofRTI;
TheinformationaskedintheoriginalRTI.(attachcopyoforiginalRTI);
Replydate;
Theinformationreceived.(attachcopyofanyreply);
Thelackingintheinformation;
Signature;
Applicantsname;
Applicant'saddress;and
Applicant'sph.Number.
d)Hearing
Shouldhappenwithin30daysofappeal.
Youshouldbegivennoticeofthehearing,soyoucanattendifyouwantto.
Regardlessofyourattendance,youwillbegivenacopyofresultofhearing.
6.2ndAppeal
Ifyou'renotsatisfiedwiththereplyofthefirstappeal,theapplicantcanmakethesecondappeal
within90daysfromthereplyonthefirstappeal.
Addressto:
CentralInformationCommission
ClubbuildingOldJNUCampus(nearMunirka),Delhi110067
Thereisnotimelimitforhearing(ashortcomingintheAct).Currentlytaking68months.
TheCIChaslotsofpower.ItcanfineanoffenderRs250adayfromhis/hersalary.
NBformoreexampleRTI'sseetheexcellentbooklet'DriveAgainstBribewithRTI'byDelhibased
NGOKabir,Tel22485139emailkabir.rti@gmail.com
Page35
PublicInformationOfficer
ExampleRTI
SubDivisionalMagistrate
NE(Shahdara)District
WeaversColony,Delhi
10thMay2010
Sub:ApplicationundertheRTIact2005
ForinformationregardingapplicationforbirthcertificateofNazmaKhatoum
Sir,
ImadeanapplicationforabirthcertificateformydaughterNazmaKhatoum(DOB2 ndOct2001)
attheNE(Shahdara)DelhiSDMofficeon3rdMarch2005.Acopyofthatapplicationisattached.
Nosatisfactoryactionhasbeentakenonmyapplicationsofar.Thereforekindlyprovidethe
followinginformation:
i. Accordingtotherulesandregulationsofyourdepartment,whatisthestipulatedtimewithin
whichabirthcertificateshouldbeissued?
ii. Pleaseprovidethedailyprogressmadeonmyapplication.Pleasegivethenamesand
designationsoftheofficialswithwhommyapplicationwaslyingduringthisperiod.Please
intimatetheperiodswhenitwaslyingwithwhichofficerandwhatwastheactiontakenby
thatofficialduringthatperiod.
iii. Whatactionswillbetakenagainstsuchofficer/employeewhodidnotperformtheirduties
andcausedthisdelay?Whenwillthisactionbetaken?
iv. WhenwillIreceivemydaughter'sbirthcertificate?
Iamdepositingtheapplicationfee(Rs10)separatelyforthisRTI.
Ifyoufeelthattheaboverequestedinformationdoesnotpertaintoyourdepartment,thenplease
followtheprovisionsofsection6(3)oftheRTIAct2005.AlsoaspertheprovisionsoftheRTIAct,
2005,pleaseprovidethedetails(nameanddesignation)ofthefirstappellateauthorityw.r.t.your
departmentwiththereplytotheaboverequest,whereImay,ifrequired,filemyfirstappeal.
Thankyou.
Ramesh Gupta
RameshGupta
125Galino12
Zafrabad,Delhi
Tel9856478345
Page36
4.
AppendixSummaryofGovernmentServicesforAPL&BPL
Page
Availablefor
APL
Availablefor
BPL
CoveredunderSupreme
CourtCommissioners
RationCards
BPLRationCard
AAYRations
Anganwadi
MidDayMeal
SmartCards
Immunisations
DisabilityPension
Drug/alcoholrehab
10
ICard
11
BirthCertificate
12
PANCard
13
BankAccount
14
OBCcertificate
16
Widowspension
17
Ladli
19
Govtschooling
20
DrinkingWater
21
Electricity
22
Gasconnection
23
Paving&drains
24
SlumInfrastructure
25
Slumdemolition
26
Compensationfire
27
Domesticviolence
28
ChildLabour/Trafficking
29
Service
*
*
*
*
*
*
Page37
5.
AppendixACRONYMSused
Acronym Fullform
Meaning
Page#
AAY
AntodyaAnnYojana
Rationcardsfordestitute
APL
AbovePovertyLine
Rationcardsforregularresidents
4,7
BJP
BhartiyaJantaParty
Politicalpartycurrentlyinpowerlocally
BPL
BelowPovertyLine
CurrentlyRs24,000peryear
4,5,7,9
CMO
ChiefMedicalOfficer
HealthofhealthattheDistrictlevel
7,8,10,24
CSB
CitizenServiceBureau
MCD'sHelpCentre
12,20
DC
DeputyCommissioner
HeadofaDistrict
DOTS
DirectlyObservedTreatmentSchedule MethodoftreatmentofTB
18
EHA
EmmanuelHospitalAssociation
TheNGOsponsoringthisManual
ERO
ElectoralRegistrationofficer
TheofficertowhomapplytogoonVoterslist2,11
GRC
GenderResourceCentre
Singleagencyforpensions
17,19
ICDS
IntegratedChildDevelop'tScheme
SchemeunderwhichtheAnganWadifalls
INC
IndianNationalCongress
Politicalpartycurrentlyinpowercentrally 2
JSY
JanSurakshaYojana
Financialincentiveforhospitalbirths
LOA
LandOwningAgency
TheGov'tDeptwhichownslandabastiison26
MCD
MunicipalCorporationofDelhi
LocalgovernmentofmostofDelhi
Multiple
MLA
MemberofLegislativeAssembly
MemberofStateparliament
2,4,17,25,26
MP
MemberofParliament
MemberofNationalparliament(LokSabha) 2
NCT
NationalCapitalTerritory
NameforDelhi'sStateGovernment
Multiple
NDMC
NewDelhiMunicipalCorporation
LocalgovernmentforVIPpartsofDelhi
NGO
NonGovernmentOrganisation
Socialwelfareorganisation
1,5,7,28
PIO
PublicInformationOfficer
OfficertowhomanRTIislodged
Multiple
RSBY
RashtriyaSwasthyabimaYojna
GovernmentHealthInsuranceScheme
RTI
RighttoInformation
Legislationprovidingfreedomofinfo
Multiple
SDM
SubDivisionalMagistrate
HeadofasubdivisionofDelhi
2,9,1116
VREC
VotersRegist'n&ElectoralCentre
PlaceforhavingElectorICardmade
2,11
ZRO
ZonalRevenueOffice
JalBoard'sofficeforcomplaints
2,21
Page38
6.
AppendixSpareBastiinformationtables
Manual
page#
Service
Zone/Areaname
Name/Address/Phoneno.
Zone/Areaname
Name/Address/Phoneno.
Politicaldivisions
LocalGovernmentMCD(Wards)
24,25
MCDZones
12,24
25,26
NCTAdministrativeDistricts
712,24
2,26
Food&SupplyCircle
NearestMaternityHome
7,8
NearestDispensary
VoterRegist'n&ElectorVREC
11
SubDivisionalMagistrate(ERO
11,15,16,27
MCDCitizenServiceBureaus
12,20
Educationarea
20
JalBoardZone
21
BSES/NDPLoffice
22
BSESDivisionalOffice
22
24
LocalpoliceStation
28
Manual
page#
Service
Politicaldivisions
LocalGovernmentMCD(Wards)
24,25
MCDZones
12,24
25,26
NCTAdministrativeDistricts
712,24
2,26
Food&SupplyCircle
NearestMaternityHome
4
7,8
NearestDispensary
VoterRegist'n&ElectorVREC
11
SubDivisionalMagistrate(ERO
11,15,16,27
MCDCitizenServiceBureaus
12,20
Educationarea
20
JalBoardZone
21
BSES/NDPLoffice
22
BSESDivisionalOffice
22
24
LocalpoliceStation
28
Page39

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