Two parallel tools for the frustrated citizen: Citizens' Charter (ministry-specific service-delivery promise) and RTI Act §6 application (30-day information).

• Straightforward service — passport, PAN, ration card — the charter SLA is 14-21 days. Faster than RTI's 30.
• Public-facing offices with grievance officers — Railways, Banking Ombudsman, insurance IRDAI.
• When you have acknowledgement receipts and the SLA has passed.

• Information-heavy asks — why did the decision happen, who signed off.
• When the charter is silent on the specific service.
• When the charter is not enforceable (most are advisory).
• When you need paper trail for appeal (RTI gives this; charter rarely does).

Most savvy citizens file both the same day:

1. Citizens' Charter escalation → forces internal accountability.
2. RTI → creates a statutory paper trail and enforces 30 days.

When the RTI reply comes, you can often quote the Charter SLA breach in the §4(1)(d) request for reasons.

Print your ministry's Citizens' Charter from the official website, highlight the SLA, attach it to your RTI cover letter. PIOs respect the dual pressure — and it anticipates the “under process” defence.

1. DARPG Citizens' Charter central repository.
2. RTI Act 2005 §4(1)(d), §6.

Last reviewed: 25 April 2026.