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Grievance handling functions at CO/RO

Grievance handling functions at CO/RO. Overview of the functions. Introduction. Effective grievance handling mechanism vital for customer satisfaction Litigations in the form of complaints before the forum/appeals in commission need to be skillfully defended

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Grievance handling functions at CO/RO

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  1. Grievance handling functions at CO/RO Overview of the functions

  2. Introduction • Effective grievance handling mechanism vital for customer satisfaction • Litigations in the form of complaints before the forum/appeals in commission need to be skillfully defended • Proper monitoring at the circle level reduces need for escalation and ensures prompt settlement

  3. Functional areas • Monitoring web based grievance handling mechanism by regions and divisions • Monitoring the complaints pending before district consumer forum • Defending cases before State and National commission • Close follow up of minister’s and other VIP’s cases for quick settlement

  4. Web based grievance handling • Customer care centres login and transact • Circle/regional offices monitor • Monitoring process is paperless and can drill down to the details of each case – transparency • Built-in escalation process alerts higher levels of pendency – escalation reports to be watched everyday for taking follow up action • Routine monitoring ensures healthy working of the system • Watch the demo of transaction and monitoring process

  5. Complaints before consumer forum • Cases before district forum defended by divisions • Monitoring cases essential to ensure that divisions show no laxity • Immediate follow up of cases going against the department to study the scope for appeal – time limit of 30 days to be adhered to

  6. Complaints/appeals before State commission • Original complaints where compensation exceeds Rs. Five lakhs are dealt in State commission – such cases to be defended through legal cell • Appeals – Cases where compensation awarded by DCF: Legal opinion to be sought immediately on decree and appeal filed within the time limit • Cases to be monitored for effective defence in every sitting – liaison with standing counsel (legal cell) • Execution of orders where no appeal is made to be followed up to avoid contempt proceedings • Fixing of responsibility for cause of action to be taken up to initiate recovery process • Orders of State commission to be promptly executed; process for appeal before National commission to be completed within the time limit

  7. Minister’s/VIP’s cases • Special attention to be given • Settlement process to be keenly watched for expeditious processing

  8. Thanks

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