Circular No. 12/88 Dated 12-2-1988
Conference of Collectors in Nov.1987 – Certain recommendations relating to public relations and grievances redress – Regarding.- As extract of recommendations relating to “Public Relations and Redressal of Grievances” suggested in the Collectors’ Conference held in November, 1987 is appended below.
Having considered the aforesaid recommendations, the Board desires that the Collectors should review the present position in their charge and examine as to what extent the recommendations/requirements have been implemented and what further action needs to be taken in respect of their respective charges.
A report in this regard may be furnished to the Board by 10.3.1988.
An extract of recommendations relating to public relations and grievances redressal
GROUP — IV-2 Public Relations and Tax Payers’ Assistance Units.
(i) The post of Public Relation Officer should be filled by selected Senior Assistant Collectors as well as officers of the Central Information Service who may be taken on deputation for providing professional approach to this important item of work. To attract good officers special pay should be attached to the post.
(ii) A special leaflet on departmental procedures for handling complaints and grievances should be prepared for the guidance to the assesses.
GROUP –XI-C GRIEVANCES
23 Regular Institutional arrangements for Grievance Redressal in Custom Houses.
It is necessary to have exclusively an officer of the Deputy Collector’s level in the major Custom Houses designated as Grievance Officer and to give sufficient publicity regarding the availability of this Grievance Officer. He should have authority also to call for papers from any department and to suggest immediate solutions for setting the grievances and refer the matter to the Collector. Similarly, at the international airports, an officer of the level of Assistant Collector should be available exclusively as a Grievance Officer whom the passengers can approach immediately. All the Grievance Officers will keep a record of the grievances received and settled by them.
24 Redressal machinery available and suggestions—Central Excise Collectorates.
A Grievance Officer of the level of Deputy Collector in the Collectorate Headquarters and a Grievance officer at the level of Superintendent of Central Excise in each divisional office with minimum supporting staff will be necessary. The Collector and the Zonal Principal collector of Central Excise, who have been assigned the functions of presiding over Grievance Redressal Units and ensuring prompt disposal of public complaints, will monitor these units.
25 Grievance Redressal in Narcotics Department
Likewise, in the Narcotics Department also, to speedily sort out the grievances of opium cultivators, a grievance officer at the level of Deputy Narcotics Commissioner, in the Headquarters office of the Narcotics Commissioner, and Grievance officers of the rank of District Opium Officers in the DNC’s charges (as at Lucknow, Neemuch, etc) should be appointed.
26 General Suggestions
(a) All grievances should be promptly acknowledged indicating the time within which the complainant will be sent a reply. If for any reason the grievances could not be settled within the time, this process should be continued till the grievance is settled.
(b) For all forms and returns to be delivered to the Departmental officers which are required to be acknowledged, the system of self-contained perforated acknowledgment portion in the form itself should be introduced.
(c) The Collectors (Appeals) should also have separate officer for grievances in their set-up who should coordinate with the Grievance Officers of the Collectorates for sorting out the grievances of the appellants.
(d) In areas involving more than one Department, as for example, the Custom House and the Joint Chief Controller of Imports & Exports offices, constitution of combined grievance committees should be considered so that redressal is available at one point.
[F.No. 218/54/87-CX.6]