OFFICE OF THE COMMISSIONER OF CUSTOMS, CUSTOMS HOUSE, KANDLA,
KUCHCHH COMMISSIONERATE.
 PHONE NO. 02836 271468   FAX NO. 271467

 

F. NO. S/20-01/2010/Appg (G)                                         Dt.-  18.03.2010

 

STANDING ORDER NO.  11/2010

SUB: - Appointment of Nodal Officer to handle the work related to CPGRAM                         

 (Centralized Public Grievance Redress and Monitoring System) -reg.

        The Department of Administrative Reforms And Public Grievances ( DAR&PG)is the nodal agency to formulate policy guidelines for citizen-centric governance in the country. Redress of citizens' grievances, being one of the most important initiatives of the department, DAR&PG formulates public grievance redress mechanisms for effective and timely redress / settlement of citizens' grievances.

The DAR&PG has been making endeavors to bring excellence in public service delivery and to redress grievances of citizens in a meaningful manner by effectively coordinating with different Ministries and Departments of the Government and trying to eliminate the causes of grievances.  As a part of it, a website pgportal.gov.in is being maintained and monitored by them under Centralized Public Grievance Redress and Monitoring System (CPGRAMS). This is a Government of India Portal aimed at providing the citizens with a platform for redress of their grievances.
In above context and in pursuance to Member, CBEC Board’s letter D.O. F. No.283/02/2009-CX9 dated 21st December 2009 and the Dy. Commissioner of Customs, Appraising General is being nominated as nodal officer for attending the work related to CPGRAMS and to interact with Chief Commissioner’s Office.

The Nodal officer shall have the following functions:

  1. Everyday morning, Nodal Officer will visit the pgportal.gov.in, check whether any grievances have been posted by Citizen/forwarded to Commissioner of Customs, C.H. Kandla, parent office for redressing.

 

  1. If the grievance is pertaining to this Commissionerate, Nodal   Officer would attend   and examine the grievance. At this   stage, necessary report to the effect   “Under Examination At our   Level” would be fed at the portal. If required, grievance may be referred to concerned section for necessary action or for getting the current status of the case/grievance.
  1. For early redressal of the grievance, Nodal Officer would pursue it with the concerned sections. Staff of Appraising General Section would assist in pursuing the issues with the sections.

 

  1. On getting feedback from the sections, depending upon the feedback, appropriate interim/final report would be fed by Nodal Officer against the particular grievance.
  1.  If the grievance is not pertaining to this Commissionerate, grievance be returned to higher authorities/parent Department with appropriate comments.

 

  1. Nodal Officer would also interact with the Chief Commissioner’s Office on the issue of CPGRAMS.
  1. It would be the duty of Nodal Officer to dispose off the grievance expeditiously. Final replies to the grievances are to be provided to the complainant within 30 working days, failing which an interim reply should be provided to the concerned complainant.

 

                                                                                

(D.S. Negi )
Commissioner of Customs,
Kuchchh Commissionerate,
Kandla

To,

All the Officers Concerned

Copy for information to: 

1. The Chief Commissioner of Customs, Gujarat Zone, Ahmedabad.
2. The Commissioner of Customs Jamnagar, Ahmedabad
3.  All the Jt./Addl. Commissioners of Customs, Kuchch Commissionerate.
4. All the Asst. /Dy. Commissioners of Customs, Kuchchh Commissionerate.
5. Guard file
6. Notice Board.