Grievances can primarily be divided into
three categories :
1. Complaints of corrupt practices against
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
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.