New right to time-bound government services introduced, appeals to be triggered automatically in case of delays
Online applications and digital monitoring, penalty of Rs 250 per day, up to a maximum of Rs 5,000, for negligence
New rules inspired by Hon’ble PM Shri Narendra Modi Ji’s mantra of ‘Minimum Government, Maximum Governance’: CM Rekha Gupta
New Delhi, November 2026 : In a significant step towards making government services in Delhi more transparent, accountable and accessible to citizens, the government led by Chief Minister Smt. Rekha Gupta has notified the Delhi (Right of Citizens to Time-Bound and Easy Delivery of Services) Act, 2026. The Act aims to ensure that government departments deliver services within prescribed timelines and that officials responsible for unnecessary delays are held accountable. It will replace the existing time-bound service delivery law of 2011 with a more modern and accountable system. The Chief Minister said that, inspired by Hon’ble Prime Minister Shri Narendra Modi Ji’s vision of ‘Nagrik Devo Bhava’ and the mantra of ‘Minimum Government, Maximum Governance’, the government is committed to making Delhi’s governance system citizen-centric, responsive and accountable, ensuring that every eligible citizen receives services on time and without difficulty.
Defined timelines and accountability for designated officers
One of the most important features of the new law is that citizens will have a statutory right to receive government services within a prescribed timeframe. Through a notification, the government will specify which services will come under the Act and the maximum number of days within which each service must be delivered. A designated officer will be made responsible for every service. The law will also cover the concerned departments, local bodies and notified institutions. This will make it easier to fix responsibility whenever an application remains pending. The new system will ensure that citizens do not have to wait indefinitely for government services. They will know which officer is responsible for their application and the deadline for completing the work.
Digital system from application to status tracking
The Act provides for online applications for government services as well as digital monitoring of their progress. Every application will be assigned a unique application number, allowing applicants to track its status online. The concerned departments will be required to maintain digital records of all applications and regularly update their status. Once an application is received, the designated officer will be responsible for either delivering the service within the prescribed timeline or communicating the reason for its rejection in writing.
This will spare citizens the need to repeatedly visit government offices simply to enquire about the status of their applications. It will also enable departments to monitor pending cases more effectively. Automatic escalation of appeals if services are not delivered within the prescribed timeline
An important provision of the Act is the system of automatic escalation of appeals. If the designated officer fails to deliver a service within the prescribed timeline, the original application itself will be treated as an appeal before the Citizen Grievance Redressal Authority. Citizens will not have to file a separate appeal merely because of the delay. In every department, an officer senior to the designated officer will be appointed as the Citizen Grievance Redressal Authority. The authority will hear the matter, direct the delivery of the service wherever necessary and fix responsibility for the delay.
Appeals will ordinarily have to be disposed of within 30 days. If the authority fails to resolve an appeal within the prescribed period, the matter will automatically be escalated to the Delhi Service Rights Commission. Besides hearing second appeals, the Commission will monitor the implementation of the Act. It will have the authority to inspect government offices, recommend departmental action, suggest improvements in procedures and initiate inquiries suo motu wherever necessary.
Penalty of Rs 250 per day for negligence, capped at Rs 5,000
The new law also provides for monetary penalties to ensure accountability among government officials. If a service is delayed without a valid reason, the concerned officer may be fined Rs 250 for each day of delay, subject to a maximum penalty of Rs 5,000. In addition, an officer may face a one-time penalty ranging from Rs 250 to Rs 5,000 for rejecting an application without proper or sufficient grounds. Before imposing any penalty, the concerned officer will be given an adequate opportunity to present their case and provide an explanation. The objective is to reduce unnecessary delays in government services, ensure effective resolution of grievances and make the administration more responsive to citizens.
Government’s aim is to establish citizens’ rights: Chief Minister
Chief Minister Rekha Gupta said the government's objective is not merely to provide public services but to ensure that every citizen receives their rights with dignity, transparency and within a prescribed timeframe. Timely delivery of services is a citizen's right and the administration's responsibility. The new Time-Bound Service Delivery Act is a reflection of this commitment. The government aims to create a system in which citizens do not have to make repeated visits to government offices to get legitimate work done or face unnecessary delays. Provisions for digital monitoring, automatic escalation of appeals and accountability of officials will make the administration more transparent and result-oriented.
