Procedure for Disposal of Grievance Special Watch
The following Facility Notice was issued by the
Chief Commissioner of Customs, Mumbai-II JNPT on 3 December 2009.
[Customs Facility Notice No. 93 dated 3rd December
2009]
Sub: Procedure for
handling Grievance received from trade and other stake holders
Various
references including complaints are received from time to time in the Office of
the Chief Commissioner of Customs, Commissioner of Customs (Imports),
Commissioner of Customs (Exports) and Additional Commissioners/Joint
Commissioners from Trade and other Stake holders for redressal
of grievances they have in Customs matters. These grievances are being
monitored presently as Grievance Special Watch and are being attended to
in time bound manner so as to ensure highest level of services delivery to all
the Stake holders and Trade. Considering the volume of Grievance Special Watch
being received, it has been decided to formalize the process for the disposal
of such communications/Correspondence by adopting the following procedures with
immediate effect.
2. The
procedure for disposal of Grievance Special Watch:
(A) Chief Commissioner’s Office
The communications/correspondences addressed to
Chief Commissioner are received by Senior PA/Staff in the Chief Commissioner’s
Office. Upon receipt, the Senior P.A. would segregate the
communications/correspondence wherever any redressal
of grievance is sought and mark it as “Grievance Special Watch (GSW)”. An entry
of GSW would be made in the register made in this regards. Upon making entry in
GSW register, Sr PA would send a copy of GSW to the
concerned Deputy Commissioner. Simultaneously, GSW would be put up for perusal
and directions of the Chief Commissioner. The Concerned Dy. Commissioner,
within a period of 3-4 hours, will report to the Chief Commissioner, along with
the file, the reasons for pendency or non-redressal
of grievance. In this context, wherever necessary, the concerned Addl.
Commissioner/Joint Commissioner will also be present in this discussion. Based on
the facts and information available with the Department/in the file, a view
would be taken as to whether the issue could be resolved and grievance could be
redressed by the Department or as to whether for lack of information or for any
other reasons, the redressal of grievance is not
feasible immediately. In cases where delay is anticipated, the complainant
would be informed, on the same day or latest by next day, the reasons for non-redressal. Further, requirement of any information from the
complainant would also be spelt out in this communication. In other cases,
expeditious action would be taken to resolve the issue at the earliest but not
later than three working days. The decision/action taken for grievance redressal would be communicated to the complainant by
post/fax/e-mail.
(B) Disposal
of complaints received by Commissioner of Customs (Import) Commissioner of
Customs (Export), and Additional/Joint Commissioner:
The above procedure, as outlined in respect of
grievances addressed to Chief Commissioner, would mutatis-mutandis apply to the
complaints addressed to and dealt by Commissioner of Customs (Import),
Commissioner of Customs (Export), and Additional/Joint Commissioner, whether or
not endorsed to the Chief Commissioner. In case complaints are endorsed to the
Chief Commissioner, a copy of reply indicating the action taken will be
endorsed to Chief Commissioner Office.
3. The objective of this Facility Notice is to make
Public/Trade/Stake holders aware of the Grievance Redressal
Mechanism that has been put in place to fulfill our commitment for highest
level of service delivery.
4. Any difficulty faced in implementation of this
Facility Notice may be brought to the notice of the undersigned immediately.
This issues with the approval of the Chief Commissioner.
F.No.S/V-21
(107)/2009-CCO M.II