Comprehensive Guidelines on Complaint Handling Mechanism

Comprehensive Guidelines on Complaint Handling Mechanism

Comprehensive Guidelines on Complaint Handling Mechanism

Through CGDA website

“हर काम देश के नाम”
रक्षा लेखा विभाग (र.ले.वि.) मुख्यालय a
उलान बटार रोड, पालम, दिल्ली छावनी-110010
DEFENCE ACCOUNTS DEPARTMENT (DAD) HEADQUARTERS
Ulan Batar Road, Palam, Delhi Cantt.- 110010

No. PERS/D&V/13006/2A/Vol-XXI

Dated 03.03.2022

To,

The Principal Controllers / Controllers

Subject: Comprehensive Guidelines on Complaint Handling Mechanism

A copy of the Central Vigilance Commission Circular No. 25/12/21 bearing No. 021-VGL-051/500040 dated 24.12.2021 on the above mentioned subject, downloaded from CVC website, is attached below for information, guidance and compliance please.

(Amit Kumar)
Sr. ACGDA (Pers)

CENTRAL VIGILANCE COMMISSION

Satarkta Bhawan, G.P.O. Complex,
Block A, INA, New Delhi-10023 Wo
No. 021/VGL/051
Dated. 24.12.2021

Circular No. 25/12/21

Subject: – Comprehensive guidelines on Complaint Handling Mechanism.

The Central Vigilance Commission receives a large number of complaints from various sources on continuous basis, containing different type of allegations against different levels of officials of Ministries/Departments/Organizations of Govt. of India.

2. In order to streamline the process of lodging of complaints by the citizens and to devise a proper mechanism for handling of complaints, the Commission has issued numerous guidelines from time to time. For the benefit of all stake holders. Comprehensive Guidelines on Complaint Handling Mechanism have been compiled, which are enclosed for guidance and reference.

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(Rajiv Verma)
Director

Comprehensive Guidelines on Complaint Handling Mechanism

Table of Contents
Introduction
Chapter-I1.1 Short Title & Commencement
1.2 Purpose
1.3 Applicability
Chapter-II2.1 Guidelines for the Complaint
2.2 Lodging of Complaints
Chapter-III3.1 Source of Complaints
3.2 Audit Repots
3.3 Complaint Handling Policy of Commission
Chapter-IV4.1 Action taken of Complaints in the Commission
4.2 Action on complaints where Investigation & Report (I & R ) sought by the Commission
4.3 Complaint forwarded for Necessary Action (N.A.) or closed without any action

4.3.1 complaints forwarded to CVOs for Necessary Action

4.3.2 Complaint closed without any action

4.4 Procedure for handling Complaints received against Secretaries to GOI, Chief Executive/ CMDs and Functional Directors of PSEs, PSBs and FIs
Chapter-V5.1 Action on Complaints received by Ministries/ Departments/Organisation

5.1.1. Initial action on Complaints received by Ministries/ Departments/Organisations

5.1.2 Scrutiny of Complaints

5.1.3 Disposal of Complaints

5.2 Action on complaints received by CPSE, PSB, PSIC, etc
5.3 Handling of complaints against Board level Officials
5.4 Handling of complaints against CVO, VO, etc
5.5 Action on complaints received from Members of Parliament and dignitaries
5.6 Action on Anonymous / Pseudonymous Complaints
Chapter-VI6.1. PIDP! Complaints -Provision of PIDPI Resolution
6.2 Amendments to PIDPI Resolution
6.3 Guidelines for the PIDPI Complainant
6.4 Procedure adopted by Central Vigilance Commission on PIDPI Complaint
6.5 Protection of Whistleblowers
6.6 Supervision and Monitoring of designated Authority
Chapter-VII7.1 Systemic Improvement
7.2 Reporting and Review of Complaints
7.3 Various timelines related to complaints
7.4 Withdrawal of Complaints by Complainant
7.5 Action against persons making false complaints
7.6 Commission’s powers to call for investigation/inquiry
Annexure IProforma for CVO Register 1 of complaints
Annexure IICentral Secretariat Manual of Office Procedure on complaints received from Members of Parliament and dignitaries

Comprehensive Guidelines on Complaint Handling Mechanism

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