BharatNotes Citizens' Charter
A document that sets out the rights of citizens with respect to a public service, specifying standards of service, entitlements, redress mechanisms, and accountability of the service provider.
Context & Background
Originated in the UK (1991 under John Major); India adopted it following the 2nd ARC recommendation; implemented by the Department of Administrative Reforms and Public Grievances (DARPG).
UPSC Exam Relevance
Voluntary in India — no statutory backing (unlike UK); 2nd ARC recommended making them statutory; Sevottam model assesses citizen charter effectiveness (IS 15700).
