Centralized Public Grievance Redress And Monitoring System (CPGRAMS) An initiative of

1. Centralized Public Grievance Redress And Monitoring System (CPGRAMS) An initiative of Department of Administrative Reforms & Public Grievances, Government of India In Technical Collaboration with National Informatics Centre Department of Electronics & Information Technology Government of India

2. Success story • Name : Ruma Handa Date: 2011-02-28 • Grievance : I have not received my income tax refund for ass. year 2009-10 till date depite repeated emails at refunds@incometaxindia.gov.in and at itro@sbi.co.in . Tollfree numbers given on these sites does not work. The local Assessing Officer has Updated my address in ITD database in October 2010. Kindly expaedite my refund please. PAN AAKPH4325B • Reply : The refund of the assessee of Mrs. Ruma Handa W/o Shri Subhash, has been processed and forwarded to SBI for dispatch (31.03.2011) • Reply date : 2011-04-30 • Offices involved : Central Board of Direct Taxes (Income Tax) (D/o Revenue), CHIEF COMMISSIONER OF INCOME TAX, SHIMLA • Name : Babu S Date: 2011-12-14 • Grievance : COMPLAINT AGAINST IRCTC Today morning(14/12/2011) I booked E-ticket for five persons on the website of IRCTC for journey from Palakkad Town to Trivandrum Central on 20/12/2011(Train No 16344). An amount of Rs.900/- has been debited from my SBI Debit card But I do not get any ticket on the site. No message containing PNR has been received on my mobile phone.(ticket reservation:919446521673). There is no ticket under the link 'Booked History' on the website. In short, I did not get any ticket for Rs.900/- debited from my SBI Account Number 10733197589. kindly take steps to credit my SB account with Rs 900/-. Though I contacted IRCTC customet care no(01139340000), I did not get any encouraging reply. • Reply : Refund amount Rs.890/- against Transaction Id 0429456528 has been adviced to Bank on 14.12.11, it will be credited to the customer’s card a/c within 4 working days . The case is settled. • Reply date : 2011-12-19 • Offices involved : M/o Railways, IRCTC

4. Acknowledgement

5. View Status

6. E-mail and SMS acknowledgement TD-PGPORTAL Your Grievance has been registered vide Registration number DOTEL/E/2012/02222. Please logon to: http://pgportal.gov.in for any further details.

7. Public Grievance Officer Login / action

10. Salient features of CPGRAMS Complainant can upload a relevant document while lodging a grievance Provision to forward to multiple sub-ordinate organizations is made available Public Grievance Officer can scan and upload the Action Taken Report(ATR) while filing the reply. Operations made easy for the Public Grievance Officers through seamless navigation The complainant is facilitated to provide the feedback on the redress of his/her grievance.

11. The numbers

12. CPGRAMS for states

13. http://www.pgportal.gov.in

14. Centralized Public Grievance Redress And Monitoring System (CPGRAMS) An initiative of Department of Administrative Reforms & Public Grievances, Government of India In Technical Collaboration with National Informatics Centre Department of Electronics & Information Technology Government of India

15. Success story • Name : Ruma Handa Date: 2011-02-28 • Grievance : I have not received my income tax refund for ass. year 2009-10 till date depite repeated emails at refunds@incometaxindia.gov.in and at itro@sbi.co.in . Tollfree numbers given on these sites does not work. The local Assessing Officer has Updated my address in ITD database in October 2010. Kindly expaedite my refund please. PAN AAKPH4325B • Reply : The refund of the assessee of Mrs. Ruma Handa W/o Shri Subhash, has been processed and forwarded to SBI for dispatch (31.03.2011) • Reply date : 2011-04-30 • Offices involved : Central Board of Direct Taxes (Income Tax) (D/o Revenue), CHIEF COMMISSIONER OF INCOME TAX, SHIMLA • Name : Babu S Date: 2011-12-14 • Grievance : COMPLAINT AGAINST IRCTC Today morning(14/12/2011) I booked E-ticket for five persons on the website of IRCTC for journey from Palakkad Town to Trivandrum Central on 20/12/2011(Train No 16344). An amount of Rs.900/- has been debited from my SBI Debit card But I do not get any ticket on the site. No message containing PNR has been received on my mobile phone.(ticket reservation:919446521673). There is no ticket under the link 'Booked History' on the website. In short, I did not get any ticket for Rs.900/- debited from my SBI Account Number 10733197589. kindly take steps to credit my SB account with Rs 900/-. Though I contacted IRCTC customet care no(01139340000), I did not get any encouraging reply. • Reply : Refund amount Rs.890/- against Transaction Id 0429456528 has been adviced to Bank on 14.12.11, it will be credited to the customer’s card a/c within 4 working days . The case is settled. • Reply date : 2011-12-19 • Offices involved : M/o Railways, IRCTC

17. Acknowledgement

18. View Status

19. E-mail and SMS acknowledgement TD-PGPORTAL Your Grievance has been registered vide Registration number DOTEL/E/2012/02222. Please logon to: http://pgportal.gov.in for any further details.

20. Public Grievance Officer Login / action

23. Salient features of CPGRAMS Complainant can upload a relevant document while lodging a grievance Provision to forward to multiple sub-ordinate organizations is made available Public Grievance Officer can scan and upload the Action Taken Report(ATR) while filing the reply. Operations made easy for the Public Grievance Officers through seamless navigation The complainant is facilitated to provide the feedback on the redress of his/her grievance.

24. The numbers

25. CPGRAMS for states

26. http://www.pgportal.gov.in