OFFICE OF THE
CHIEF COMMISSIONER OF CUSTOMS, MUMBAI-II
JAWAHARLAL NEHRU
CUSTOM HOUSE, SHEVA, DIST.-RAIGAD,
Tel.Nos.27241821,
27244701 FAX: 27243242
F.No.S/V-21 (107)/2009-CCO
M.II Dated:
03.12.2009
FACILITY NOTICE
No.- 93/2009
Sub: Procedure for
handling Grievance received from trade and other stake holders-reg.
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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.
(G.D. Lohani)
Addl. Commissioner of Customs,
CCO/JNCH.
To
All Concerned.