Status Check, Procedures, Facilities

Organization : Principal Controller of Accounts Ordnance Factories
Service Name : Lodge Complaint/Grievance & Check Status
Location : Kolkata

Website : http://pcafys.gov.in/pages/display/145-grievance—complaints

Lodge Complaint/Grievance

Standard Operating Procedure for handling grievances received through website:
1. Grievances received till 10.00 am on a particular working day will be initialized for processing on the same day i.e. the content of the grievance should reach the concerned section by 3.00 pm.

Related : WBTDC Lodge e-Booking West Bengal : www.statusin.in/2641.html

2. Hard copies of the grievances will be forwarded to the concerned sections through a despatch register specially meant for this purpose for processing. Section has to submit its views to RTI/Grievance cell . RTI/Grievance cell will process the grievance till finalisation i.e. getting it approved by the Grievance Officer/Competent Authority and furnishing the reply to the aggrieved and upload the reply in the website.

3. The time limit for processing the grievance by section received through website should be 3 working days. If it is felt that the grievance should take more than 3 days , an interim reply should be given by the concerned section to the aggrieved through RTI/Grievance cell stating the action taken and status of the grievance. Such interim replys should be furnished periodically, till the final reply to the grievance has been furnished. In case the grievance is related to more than one section part replies are to be forwarded to RTI & Grievance Cell who will compile the same for furnishing the same to the aggrieved.

4. All grievances are to be disposed off ( except cases with interim reply) within 5 working days of receipt by this office. The maximum time limit for mitigating all complaints (especially for which interim reply was sent ) should be 30 working days ,as some may require responses from BrAOs/OFs/OFB etc.

5. A separate register containing the following columns should be maintained at RTI Cell for monitoring the status of the grievance.

6. The soft copies of all replies should be forwarded to RTI Cell through LAN. For this purpose folders for each section has to be created by the system administrator which can be accessed by the concerned section and RTI Cell only. Within such folder date wise sub folders should be created which will contain doc files named after the aggrived or Regn. No of grievance within which the final reply needs to be placed along with pdf files, if any for attachment. RTI cell will copy the same for uploading in the website after processing the hard copy.

7. Sections will also forward a weekly status of grievance report by Friday of each week or the last working day of the week to this section in the format given below. RTI Sn. will consolidate the report after reconciliation with the Grievance Register and will submit a weekly progress report to the Grievance Officer on Monday or the first working day of the week.

8. A fortnightly report of Grievances has to be generated by this cell for perusal of CoA and PCA along with details of cases outstanding for more than 15 days.

9. This SOP has been approved by the Principal Controller of Accounts (Factories).