Setting up of call center to monitor grievances - Central Excise - 296/137/2013-CX (CPGRAMS) Pt.III

Government of India Ministry of Finance (Department of Revenue) Central Board of Excise Customs D.O. 296/137/2013-CX (CPGRAMS) Pt.III New Delhi , 26 th February, 2016 Subject : Setting up of call center to monitor grievances - Regarding. Reference is invited to this office letter F. No. 296/137/2013-CX.9(CPGRAMS) Pt.VI, dated 9-2-2016 wherein directions of Hon ble Prime Minister regarding timely and quality disposal of grievances were communicated. 2. Subsequently, Secretary (DARPG) held a meeting on 11-2-2016 to highlight expeditious disposal of public grievances pending at various levels on CPGRAMS portal. He emphasized that efforts should be made to remove the root cause of grievances. He also informed that a PG Call Centre has been launched from 12-2-2016 which would make outbound calls right up to last official along the line with whom any particular grievance is pending. The Call Center is also mandated to take feedback from the citizen regarding the quality of disposal of grievance. In this context, it is desired that Addl. Secretary/Joint Secretary in each department should review 10 disposed grievances and 5 pending grievances each day to assess the time taken for disposal as well as the quality of redress. 3. Taking note of the importance being given to grievance redress, it is desired that Chief Commissioners/Director Generals should review 10 grievances Pr. Commissioner/Commissioner should review 20-30 grievances every week. 4. The mechanism of grievance redress by CBEC and its offices has received adverse comments recently. It is, therefore, incumbent on each one of us to ensure that all grievances are redressed in a timely and effective manner. Yours Sincerely (NEERJA SHAH)