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1 Citizens' Charter DEPARTMENT OF CONSUMER AFFAIRS Krishi Bhawan, New Delhi-llOOOl I (Ministry of Consumer Affairs, Food and Public Distribution)

2 Citizen's Charter - Department of Consumer Affairs Vision and Mission Vision: To enable consumers to make informed choices; ensure fair, equitable and consistent outcomes for consumers; and facilitate timely and effective grieva nce red ressa I. Mission: To empower consumers through awareness and education; enhance consumer protection and safety through progressive legislations and prevention of unfair trade practices; enable quality assurance through standards and their conformance; and ensure access to affordable and effective grievance redressal mechanisms. 2

3 Main Services / Transactions S. Servicel Transaction Weight Responsible Phone Processes Documents Fees No. (%) Person required (Designation) Category I Mode I Amount (Rs) 1. Publicit~ through 30 Director I OS dspub-ca 011- Approval of theme by the Agenda, print/electronic media Empowered Committee Minutes for Consumer Room No.461, Preparation of creative design Related Awareness H wing, Krishi documentsl (Jago Grahak Jago) Bhavan, art work New Delhi-1 Issue of commitment letter (Work Order) to DD/AIR/LSTV/DAVP/Other Agencies 2(1) 10 Appraisal of viable projects submitted by As per revised guidelines on Director I OS dircwfvoluntary Consumer Welfare Fund (CWF), ca@ nic.in 011- organizations for provided on the website of the Forms & funding from Room No. department. supporting Consumer Welfare documents as 456-A, Fund per existing G-wing, Krishi guidelines 2(2) 10 Interim reply in case Bhavan, of deficiencies after New Delhi-1 As per revised guidelines on appraisal of projects Consumer Welfare Fund submitted by provided on the website of the department. voluntary organizations funding Consumer Fund for from Welfare 2(3) Release of grants for 10 As per revised guidelines on projects for funding Consumer Welfare Fund from Consumer provided on the website of the Welfare Fund department. Forms & supporting documents as per existing guidelines

4 s. No. Servicel Transaction Weight Responsible Phone Processes Documents Fees (%) Person required (Designation) Category I Mode I Amount (~) 2(4) Release of grants for 10 ongoing projects from Consumer Welfare Fund. 3. Handling of Consumer Complaints i) Disposal of complaints by taking up with concerned Company/ Organisation; Director (Coop), 371, H-wing, Krishi Bhavan ii) Forwarding to National Consumer Helpline (NCH) dircoop-ca 011- for Response to 10 New Delhi-1 (i) Entry of grievance on Grievances CPGRAMS portal if grievance received in Ministry through or Acknowledgement (2) post; Interim reply (2) (ii) Taking a final decision on the grievance by the Final disposal concerned Division/ (6) Responsibility Centre with the approval of the competent authority in the Department, involving the NCH (iii) Conveying the final decision to the complainant by the concerned Division/ Responsibility Centre. 4

5 Performance Evaluation Criteria - Charter Evaluation Format - Services s. Service Weight Success Indicator Service Unit Weight Data Source Evaluation Criteria Standard within No. Service Excellent Very Good Fair Poor (%) Good 1. Publicity through 30 Frequency of campaign at bimonthl~ 10 Number of 100 Deptl Records print/electronic media intervals. multifor Consumer media 100@ Awareness campaigns {Jago Grahak Jago} 2(1) Appraisal of viable 10 Average time taken after receipt of Deptl Records projects submitted by complete proposal voluntary Number of organizations for Month funding from Consumer Welfare Fund 90@ (2) Interim reply in case 10 Average time taken after receiving the Deptl Records of deficiencies after proposal appraisal of projects submitted by Number of voluntary working organizations for days 90@ funding from Consumer Welfare Fund 2(3) Release of grants for 10 Average time taken from the date the Deptl Records projects for funding project is considered as complete Number of from Consumer without any deficiency and found Months Welfare Fund eligible 20#

6 s. Service Weight Success Indicator Service Unit Weight Data Source Evaluation Criteria No. Standard within Service Excellent Very Good Fair Poor (%) Good 2(4) Release of grants for 10 As per time frame decided in the MOU Deptl Records ongoing projects from Consumer Welfare Fund # Handling of 20 Average time for forwarding to 30 No. of 100 Deptl & NCH appropriate organizations working Consumer Records days Complaints Response to 10 Acknowledgement 7 No. of 20 CPGRAMS/ Grievances working Deptl & NCH days Records 100@ Interim reply 15 No. of 20 CPGRAMS/ working Deptl & NCH 90@ days Records Final disposal 45 No. of 60 CPGRAMS/ working Deptl & NCH days Records 0# [# - % - % Achievement] 6

7 Our Stakeholders Department of Consumer Affairs is the nodal agency for formulation of National Consumer Policy, implementing various consumer related programmes, formulating Standards through Bureau of Indian Standards (BIS), an autonomous body and Testing & Evaluation through National Test House (NTH), a sub-ordinate office for fulfillment of all the other objectives as mentioned in our Vision. In this process, the Department consults and collaborates with the following stakeholders:- State Governments and Union Territories [Food, Consumer Protection & Legal Metrology departments] Two responsibility centres namely BIS and NTH National Consumer Disputes Redressal Commission (NCDRC) (A quasi-judicial body) Indian Institute of Public Administration (IIPA) / National Law Schools Federation of Indian Chamber of Commerce & Industry (FICCI) Leading Voluntary Consumer Organizations All consumers under various disciplines across the country. 7

8 RESPONSIBILITY CENTRES The following responsibility centres are under the administrative control of this departme nt:- i. BUREAU OF INDIAN STANDARDS, NEW DELHI ii. NATIONAL TEST HOUSE, KOLKATA Name of the Responsibility Centre Officers' name & designation Contact details Bureau of Indian Standards, Shri Anil Jain, Tel. No: Manak Bhavan, 9 Bahadur Shah Head, Fax No: Zafar rnarg, New Delhi. Planning & Coordination Qnc(tV,bis.org.in National Test House, Dr. Sudipta Ghosh Ray, Tele No: (0) CP Block, Sector-V, Scientist-SB (Chern) Fax No: Salt Lake, Kolkata sudinta.ahoshravrsmth.sov.in Each Responsibility Centre has been authorized to formulate and implement their own Citizen Charter keeping in view their client requirements. 8

9 Grievance Redressal Process COMPLAINTS/GRIEVANCESLODGING PROCESS Consumers can lodge their complaints/grievances at the following places: (i) Written Complaints/Grievances at Facilitation Counter at the reception, Gate No.6, Krishi Bhawan, New Delhi (From 9.00 AM to 5.30 PM) (ii) Complainants can also lodge their grievances through Designated Officers and contact details:- Nodal Officer (Consumer-related Grievances) For grievances (concerning non-compliance of Charter) Shri S. S. Thakur, Director, Shri. Anil Bahuguna, Joint Secretary, 371, H wing, Krishi Bhavan, Room No.456-C, G wing, New Delhi Phone No: dircoop-ca@nic.in Krishi Bhavan, New Delhi Phone No: , Fax: anil.bahuguna@nic.in 9

10 FOR SPEEDY REDRESSAl OF GRIEVANCES Complainant should Lodge their grievances along with the verifiable and specific facts and figures, so that immediate action can be taken on the grievances without any loss of time at any stage. Provide complete contact details of the complainant with contact phone numbers with ID if any and this will help us to contact the complainant for any further clarifications on the complaint, instead of issuing communications by post. Timeline for response: Acknowledgement - Within 7 days Interim reply - Within 15 days (in case of matters related to subordinate formations) Expected Final Disposal- Within 45 days Can also register online complaints through the web portal: consumerhelpline.gov.in. linkages with more than 400 companies and service providers. having 10

11 Expectation from Service Recipients (Regarding release of grants under Consumer Welfare Fund) 1) Submission of complete proposals with requisite documents as per the guidelines issued by this Department For complete list of documents please refer to - 2) Submission of utilization certificates and physical progress reports in time where ever applicable, which will help us to process the cases of ongoing projects without any further delay. Format for ues as well as physical progress reports available on

12 SUBORDINATE/ ATIACHED / AUTONOMOUS ORGANISATIONSUNDERTHE DEPARTMENTOF CONSUMERAFFAIRS: Organisation The Director General, Bureau of Indian Standards (8IS) {Autonomous Body} Address Manak Bhavan, 9-Bahadur Shah Zafar Marg, New Delhi , Tel: , Fax: , ; dg@bis.org.in / URL: bis.org.in. The Director General, Sector-V, CP block, Salt Lake, Kolkata , Tel: 033- National Test House (NTH) , Fax: , dgnth@web.nic.in/ URL: nth.gov.in. Registrar, Upbhokta Nyaya Bhavan, F-Block, General Pool Office National Consumer Disputes Redressal Complex, INA, New Delhi-23. Commission {NCDRC} Tele: / 18, Fax: ; Mail: ncdrc@nic.in {Quasi-judicial Body} Managing Director, National Cooperative Consumers' Federation of India Ltd (NCCF), New Delhi Director URL: ncdrc.nic.in NCCFof India Ltd. NCUI Complex, 3, Siri Institutional Area, August Karanti Marg, Hauz Khas, New Delhi Tel: , Mail: nccf@rediffmail,com / URL: nccf-india.com. Kanke, Ranchi, J harkha nd Indian Institute of Legal Metrology, (IILM) Tele: , Fax: [Weights & Measures]