Section 2 — Definition

In this Act, unless the context otherwise requires – (a) “complaint” means any application made by a citizen or a group of citizens to a Public Hearing Officer for seeking any benefit or relief relating to any policy, programme or scheme run in the State by the State Government or the Central Government, or in respect of failure or delay in providing such benefit or relief, or regarding any matter arising out of failure in the functioning of, or violation of any law, policy, order, programme or scheme in force in the State by, a public authority but does not include grievance relating to the service matters of a public servant, whether serving or retired, or relating to any matter in which any Court or Tribunal has jurisdiction or relating to any matter under Right to Information Act, 2005(Central Act No. 22 of 2005) or services notified under the Rajasthan Guaranteed Delivery of Public Services Act,2011(Act No. 23 of 2011); (b) "right to hearing" means an opportunity of hearing provided to the citizens on a complaint within the stipulated time limit and right to get information about the decision made in the hearing on the complaint ; (c) “Public Hearing Officer” means a Public Hearing Officer notified under section 3 ; (d) “Information and Facilitation Centre” means an Information and Facilitation Centre, including customer care centre, call centre, help desk and people’s support centre established under section 5; (e) “public authority” means the State Government and its departments and includes any authority or body or institution established or constituted by or under any law made by the State Legislature and owned, controlled or substantially financed, directly or indirectly, by the funds provided by the State Government; (f) “first appellate authority” means an officer or authority notified as such under section 3 ; (g) “second appellate authority” means an officer or authority notified as such under section 3; (h) “stipulated time limit” means the maximum time allowed to Public Hearing Officer for providing an opportunity of hearing on a complaint, or to the first appellate authority or the second appellate authority for deciding an appeal, or to the aforesaid authorities for informing the complainant or appellant, as the case may be, of the decision on such complaint or appeal, as the case may be; (i) “days” means the working days, referred to as time limit; (j) “decision” means a decision taken on a complaint or appeal or revision by the Public Hearing Officer or appellate authority or revision authority notified under this Act and includes the information sent to the complainant or the appellant, as the case may be; (k) “prescribed” means prescribed by the rules made under this Act; and (l) “State Government” means the Government of Rajasthan.