UPSC Governance – Chapter 8: Citizen's Charters, Service Delivery and Grievance Redressal (21 MCQs)

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UPSC Governance – Chapter 8: Citizen's Charters, Service Delivery and Grievance Redressal (21 MCQs) – 21 questions, subject: Governance. Every question has the correct answer with a one-line explanation; tap "Show Answer". Free practice for TNPSC, UPSC, SSC, Bank and RRB exams – Shanmugam IAS Academy, Coimbatore.

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1.  

The idea of a citizen's charter began in:

Correct Answer: B [the United Kingdom]

Explanation:

Prime Minister John Major launched the Citizen's Charter in the United Kingdom in 1991 to make public services answerable to users.

2.  

Which of the following is NOT a module of the Sevottam model?

Correct Answer: B [Social audit]

Explanation:

Sevottam's three modules are citizen's charter, public grievance redress and service delivery capability; social audit is not one of them.

3.  

The first State to enact a Right to Services law was:

Correct Answer: A [Madhya Pradesh]

Explanation:

Madhya Pradesh's Lok Sewaon ke Pradan ki Guarantee Adhiniyam, 2010 was the first law making time-bound delivery of services a legal right.

4.  

CPGRAMS is run by the:

Correct Answer: C [Department of Administrative Reforms and Public Grievances]

Explanation:

The DARPG runs CPGRAMS, the online portal through which citizens lodge grievances against Central ministries and departments.

5.  

PRAGATI is a platform for:

Correct Answer: A [review of grievances and projects by the Prime Minister]

Explanation:

Launched in 2015, PRAGATI lets the Prime Minister review grievances, projects and schemes with Union Secretaries and Chief Secretaries by video link.

6.  

The Legal Services Authorities Act, 1987 came into force on:

Correct Answer: B [9 November 1995]

Explanation:

The 1987 Act was brought into force only on 9 November 1995, a date now observed as National Legal Services Day.

7.  

The Bureau of Indian Standards standard linked to Sevottam is:

Correct Answer: A [IS 15700]

Explanation:

Sevottam is linked to IS 15700:2005, the BIS standard for quality management in public service organisations.

8.  

Under the Consumer Protection Act, 2019 (as revised in 2021), a complaint about goods worth ₹1 crore goes to the:

Correct Answer: B [State Commission]

Explanation:

Since the December 2021 revision the State Commission hears complaints above ₹50 lakh and up to ₹2 crore, so ₹1 crore goes there.

9.  

The Directorate of Public Grievances is located in the:

Correct Answer: C [Cabinet Secretariat]

Explanation:

The Directorate of Public Grievances was set up in the Cabinet Secretariat in 1988 to examine grievances not settled by departments.

10.  

Consider the following statements:

1. A citizen's charter states the standards of service an organisation promises.
2. Right to Services laws impose penalties on officials who delay services.
3. The Central Right to Services Bill, 2011 is now law.

Which of the statements given above is/are correct?

Correct Answer: B [1 and 2 only]

Explanation:

Charters state promised standards and Right to Services laws penalise delay, but the 2011 Central Bill lapsed in 2014, so statement 3 fails.

11.  

Assertion (A): Many citizen's charters in India have failed to improve service delivery.

Reason (R): Most charters lack time limits and a mechanism for redress when promises are broken.

Correct Answer: A [Both A and R are true, and R is the correct explanation of A]

Explanation:

Charters fail largely because they lack time limits and redress for broken promises, so R is true and explains A.

12.  

Which of the following is entitled to free legal services under Section 12 without any income limit?

Correct Answer: C [A person in custody]

Explanation:

Section 12 entitles every person in custody to free legal services without any income test.

13.  

The Central Consumer Protection Authority was created under the:

Correct Answer: A [Consumer Protection Act, 2019]

Explanation:

The Consumer Protection Act, 2019 created the Central Consumer Protection Authority to act on class complaints and misleading advertisements.

14.  

The first RBI Integrated Ombudsman Scheme was launched in:

Correct Answer: D [2021]

Explanation:

launched on 12 November 2021; it was replaced from 1 July 2026 by the RB-IOS, 2026.

15.  

The Action Plan for Effective and Responsive Government, which introduced citizen's charters in India, was adopted in:

Correct Answer: C [1997]

Explanation:

The Conference of Chief Ministers in May 1997 adopted the Action Plan, which called for citizen's charters in public departments.

16.  

Which constitutional provision directs the State to provide free legal aid?

Correct Answer: D [Article 39A]

Explanation:

Article 39A, a Directive Principle, directs the State to secure equal justice and provide free legal aid.

17.  

Arrange the following in chronological order:

1. Madhya Pradesh Right to Services law
2. UK Citizen's Charter
3. Sevottam model
4. Legal Services Authorities Act comes into force

Select the correct answer using the code given below:

Correct Answer: C [2-4-3-1]

Explanation:

1991, 1995, 2006, 2010.

18.  

The Second ARC dealt with citizen's charters and grievance redressal in its report titled:

Correct Answer: A [Citizen Centric Administration – The Heart of Governance]

Explanation:

12th.

19.  

Lok Adalats are organised under the:

Correct Answer: D [Legal Services Authorities Act, 1987]

Explanation:

the 1987 Act gives Lok Adalats statutory status.

20.  

The Right of Citizens for Time Bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011:

Correct Answer: D [lapsed with the dissolution of the Fifteenth Lok Sabha in 2014]

Explanation:

the Bill lapsed when the Fifteenth Lok Sabha was dissolved in 2014.

21.  
UPSC Prelims 2020

In India, Legal Services Authorities provide free legal services to which of the following types of citizens?

1. Person with an annual income of less than Rs. 1,00,000
2. Transgender with an annual income of less than Rs. 2,00,000
3. Member of Other Backward Classes (OBC) with an annual income of less than Rs. 3,00,000
4. All Senior Citizens

Select the correct answer using the code given below:

Correct Answer: A [1 and 2 only]

Explanation:

the income ceilings then in use were below ₹1 lakh in general and below ₹2 lakh for transgender persons; OBC is not a separate category, and senior citizens qualify only within an income ceiling.

➤ Full notes, maps, tables, a reason for every option and Mains PYQs – U12 · Governance (UPSC book, ₹249): www.shanmugamiasacademy.in/study-materials/upsc-governance

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