(1) A Civil servant shall be required to be sensitive all the time towards any grievance of citizens in matters of the
services delivered by his or her office in such manner as to have less grievance as far as possible.
(2) A Civil Servant shall respond to any information sought or grievance made or application made by a person in respect of any activity or business of his or her office in an appropriate and effective manner and with due respect and on time, and a Civil Servant acting as the Chief of the respective office shall make arrangements in such
manner as to handle such grievance appropriately and effectively in a timely manner.