Grievances can primarily be divided into three categories :

1. Complaints of corrupt practices against officers

2. Delay in decision making by officers

3. Grievances against merits of the decision taken by officers

For dealing with complaints against corrupt practices by officers, the department has a separate vigilance organization headed by the Directorate General of Vigilance. Any complaints of corruption against the officer can be lodged with the D.G. Vigilance at New Delhi or the Zonal Units of the Directorate of Vigilance.

Similarly, for redressal of grievances against the merits of a decision taken by any officer, the law itself provides for remedial measures in the form of appeals, revisions etc. to the departmental officers or to the tribunal as the case may be. An order passed by the officer contains a preamble indicating the authority to whom the appeal can be made and the procedure thereof. For the details of the mechanism for appeals, revisions the relevant provisions in the Excise law may be referred.

For all other types of grievances including delays in decision making, administrative machinery exists in each Central Excise Commissionerate to deal with such complaints. To begin with each field formation has an officer designated as the Public Relations Officer (PRO) who can be approached for seeking information on any technical or administrative matter.

For delays in decision making on the part of any officer (such as delay in sanction of refunds etc.) the aggrieved person is advised to meet senior offices like Additional/Joint Commissioners as also the Commissioners of Central Excise. Usually the Commissioners set apart an hour during the day to meet any member of the public without any prior appointment.

Apart from the aforesaid arrangements, a system of Public Grievance Committtee (PGC) also exists in Central Excise Commissionerates. These committees generally meet once a month and take up specific issues pertaining to delays or other matters of general interest. These committees are chaired by the concerned Commissioners of Central Excise and have representatives from various local trade organizations as also representative of other government departments. On request any person can be invited specially to these committees for any specific issue to be discussed.

There is another forum in the Commissionerates in the form of Regional Advisory Committees. These committees generally meet once a quarter and take up issues of general interest as against specific cases which are taken up by the PGCs. At the apex level there is the Central Excise Central Advisory Council which is chaired by the Finance Minister and in compliance of the heads of FICCI, CII, ASOCHAM, AIMO, FIEO etc. as its members, Two Members of Parliament are also represented on this council. This council takes up general issues relating to procedures and policy for Central Excise matters.

For details of officers who can be approached for redressal of grievances pertaining to this Zone, please see 'Officers" in respective Commissionerates.


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