System of Grievance Redressal in the field formations of Customs

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..... ed these are attended to promptly. 2. In order to take care of the grievance(s)/complaint(s) the department has put in place a grievance redressal mechanism in the field formations of Customs. The grievance redressal machinery can broadly be categorized into two, viz: (I) Grievance Redressal System related to Cargo clearance; (II) Grievance Redressal System related to Passenger clearance I) Grievance Redressal System related to Cargo clearance : 3. The clearance of cargo at ports, air cargo complexes, ICDs and CFSs involves interaction of the trade with the officials of the Customs department. To redress the grievance of the public in so far as it relates to clearance of imported goods/export cargo a number of steps have be .....

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..... s. The System Manager holds regular meetings with the Remote EDI (RES) users, CHAs representatives, NIC, CMC and other agencies that support the EDI system. 6. In all major Custom Houses, a "Tele Enquiry System" has also been introduced in recent months. Any exporter, importer or his agent can dial the assigned numbers and ascertain the status of his bills of entry/shipping bills or DBK claim. The system provides a voice response and can also be used on fax mode. B. Accessibility of Senior Officers 7. The Chief Commissioner/Commissioners earmark time on all working days during which any person having any grievances relating to Customs is free to meet the officer without any prior appointment. A number of Commissioners allow th .....

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..... s the Wild Life, NIC or CMC their representatives are also invited for these meetings. E. Watch Dog Committee: 12. In addition to the above a watchdog committee has also been constituted under the chairmanship of the Chief Commissioner. This committee meets once in two months. Leading association of trade and industry and other agencies that interact with Customs have been included in the committee along with the senior officers of Customs to ensure meaningful dialogue. This Committee takes note of various procedural delays or problems in general being faced in Customs clearance on export/import or grant of various incentives. The feedback from trade and industry is used for necessary review of procedures taking measures to remov .....

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