MMTC LIMITED:CORPORATE OFFICE: NEW DELHIPERSONNELDIVISION

(IR SECTION)

NO.6/352/2007/IR/524/2012 September 27,2012.

OFFICE ORDER NO. MMTC/IR/22/2012.

Sub: Strengthening of Public Grievances Redressal Mechanism in the Company.

The existing grievance redressalmechanism was reviewed in the structuredmeeting of CMD/Directors/CVO held on 21.09.2012when it was felt to makesystemicimprovements to make grievance redressalmechanism more effective.After careful consideration, following modifications/measures are approved tofurther strengthen the existing Grievance RedressalMechanism circulated videoffice order No. MMTC/IR/18(i)/2007dated May 17,2007(copyattached):-

i) All DivisionalHeads at CO and Heads of ROsshall function as PublicGrievance Officers (PGOs).

ii) FirstMonday of every month shall be exclusivelydevoted by all PGOsfor hearing public grievances related to our suppliers/associates. Incase, Monday happens to be holiday, next working day shallbe publichearing day.

iii) All RO heads shall be present in their headquarters on 1sf Monday ofevery month to personally hear the grievances and to take remedialmeasures for grievance redressol. In case, due to unavoidablecircumstances like official tour, leave etc, a regional head happens tobe outside his headquarters, officiating PGO will hear the publicgrievances in hisabsence.

iv) A locked complaint box, if not already kept, should be placed nearreception area in each office.

v) Receptionistsand security staff should be given suitable instructionsabout Public Grievances hearing so that the complainants can meetrespective PGOswithout priorappointment.

vi) A desk officer shall be nominated at Corporate office and all regionaloffices. Thedesk officer shall be responsiblefor keeping proper recordof all grievances in a register (Annexure-I) and in computer. Thegrievance received has to be acknowledged to the complainantsafter docketing the same in the register / computer before forwardingthe same to concerned division. The desk officer will monitor / follow-up disposal of grievances with concerned divisionsand shall submitmonthly report to nodal PGOat C.O. ~ "I

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vii) Complaints which are not resolved at RO level should be forwarded toconcerned Department at C.O. with a copy to nodal PGO at CO (ShriVPMehta, GM(P).

viii} Reasonsfor rejecting a complaint should be clearly brought out in ourreply so that the complainant isaware of the factual position.

ix) Name & Designation, telephone, e-mail of PGO should be furnishedwhile replying the complaints.

x) Names of all Regional Heads and Divisional Heads as PGOsare beinghoisted on MMTCIntranet and website.

xi) All ROsshould analyse grievances received by them with a view toidentifying major grievance prone areas to take corrective measuresto reduce recurrence of such grievances.

xii) All complaints received in secretariats of CMD/Directors and heads ofregional offices shall be transferred to DeskOfficer (Public Grievances).

Thisissueswith the approval of competent authority.

~\h~.(ShamLal)

Dy.General Manager(IR)

Copy to• ESto CMD/PSsto Directors/CVO./Co. Secy.• All CGMs/GMs/DGMs at CO• All Regional Heads/Heads of Finance at CO/ROs• Secy. Gen. Fedn. of MMTC Staff Unions/Officers Associations/SC-ST

welfare Associations.• Gen Secy. MMTCEU,COIRO Kolkata• Notice Board• ShriArun Chandra, GM(Systems)with a request to arrange to hoist the

Office Order on the MMTC Intranet and also develop a systemenabling public to lodge their grievances online.

ANNEXURE-1

STATEMENT OF PUBLIC GRIEVANCES

SI.No. Name, Date of Brief Division to Date of Date of Date of Remarks,address, Receipt Subject of which the acknowledge- forwarding disposal if anycontact Grievance grievance ment to ofNo.of relates to concerned grievanceApplicant division

(S/Shri)

IMMTC LIMITED: CORPORATE OFFICE: NEW DELHI

PERSONNEL DIVISION(IR Section)

No.6/35212007/IRJ524. May 17, 2007

Office Order No. MMTC/IRl18(i)/2007

Sub: MMTC Public Grievances Redressal Mechanism.

In super-session of all earlier orderslinstructions, guidelineson the above subject, it has been decided with the approval of theCompetent Authority to further strengthen the Public GrievancesRedressat Mechanism, with immediate effect. A copy of thescheme is enclosed for guidance and compliance.

2 The Competent Authority has also approved nomination offollowing officers to function as Public Grievance Officers (PGO) \

S.No. Office Name & designation of Public GrievanceOfficerS/Shri

1. Corporate Office V.K. Pandey, General Manaosr (P). ,

Regional offices: I

2. Delhi Regional Office -. J.K. Chaturvedi, Dy. General Manaoer (P)3. Jhandewalan N.K. Chaturvedi, Dy. General Manacer (P)4. Jaipur Yoqesh Kumar, Sr. Manager (F&NP)5. Mumbai Ms Pallavi Kumar, Sr. Manager (P)6. Ahmedabad Parveen Jain, Dy. General Manager(P)7. Goa S.M. Thimmappa, Oy. General Manager

. , (P&A)8. Banqalore P. Thanqavel, Dy. General Manager (P)9. Chennai R. Vedamoorthi, ov General Manager (P)10. Vizag R. Gowekar, Dy. General Manager

(Law/P&A)11. Hvderabad V.L.N. Rao, ov General Manaqsr (P)12. Bellary R. Vasudev, Senior Manacer (P)13. Kolkata Ms Nabonita Bose, Dy. General Manager

Law)14. Bhubaneswar H. Mahapatra, Oy. General Manager (Law/P).

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2.. , To ensure meaningful review of the performance of PublicGrievances Redressal Mechanism, it has been decided to conduct review ofgrievances received and disposed off on quarterly basis at the level of therespective Regional/Zonal Head, CGM(P&A) at Corporate level and half yearlyreview at the level of Director(P).

3. Shri V.K. Pandey, General Manager (P) will also act as Nodal Officerunder Public Grievance Redressal Mechanism.

4. The above scheme comes into operation with immediate effect.

Q ..~(.'\\~(~m Lal) .

Sr. Manager (IR)Copy to:

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1.2.3.4.5.6.

ES to CMD/PSs to Directors/Cvt).All Zonal/Regional HeadsAll CGMs/GMs/DGM(IIC)/Company Secy.Nodal Public Grievance Officer, C.O.All Public Grievance Officers in Regional Offices.Secy General of Federation of MMTC Officers'

Associations.Secy. General of Federation of MMTC Employees' Unions

Office Order BookNotice Boards. I

7.8.9.

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.I MMTC PUBLIC GRIEVANCES REDRESSAL MECHANISM .• .,_., 'I,

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A Public Grievances Cell has been functioning in IVIMTC

since 1999. It has been decided to further strengthen the PublicGrievances Redressal Mechanism with immediate effect in super-

session of all earlier orderslinstructions issued from time to time.

1. . Objectives:

The objective of the Scheme is to establish a public service of quality,

efficiency, integrity, effectiveness and transparency.

2. Scope:

In order to achieve this objective, it is necessary to evolve a strategy to be

implemented in a time-bound and effective manner. Keeping in view the various

factors involved in grievance redressal issue, following areas need focused

attention:

(a) Identification of areas susceptible to corruption and/or grievance

generation, with the aim of id!entifying wrong doers and improving

processes and systems._.(b) Analyze the nature and causes of grievances with the aim of identifying

., systemic deficiencies in rules, regulations, policies, instructions, work

practices and procedures, a,nd effecting systemic changes to

remove/correct these deficiencies.

3. Procedure for Public Grievances Settlement:i

(i) The officers designated to function as Public Grievances Officer at

., Corporate Office and at Regio'nal Offices shall set aside two hours

every Wednesday from 1500 hours to 1700' hours for receiving and

"! hearing public grievances. : In case Wednesday happens to be holiday,

the subsequent workinq day shall be treated as the day for hearing and

disposal of grievances.

The name of PGO, their phone numbers and time of hearing grievances

shall be prominently displayed in the reception area of the office and

MMTC website.

(iii) The PGO shall analyze public grievances so received to help

(ii)

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identification of the problem areas in which modification of policies and

procedures could be undertaken with a view to making delivery of

services easier and more expeditious.

(iv) Deal with every grievance in fair, objective and just manner and issue

reasoned speaking reply for every grievance received.

(v) No grievance shall be rejected without having been examined in detail.

(vi) The public grievance received shall be disposed off within 30 working

days from the date of receipt.

(vii) Receipt of each grievance shall be acknowledged within 10 days of

receipt indicating the name, designation, and telephone number of the

officer processing the case.

(viii). The number of grievances received and disposed off during the month

shall be maintained in a register in each regional office as well as at

Corporate Office and tabulate4 as per format enclosed and forwarded

to Nodal Officer at Corporate Office by yth of the following month for<- .

onward submission to the Department of Commerce, Ministry of

Commerce & Industry, Govt. of India.

4. Review:

to ensure meaningful review of 'the performance of public grjev~mces..: ! I

redressal mechanism, the grievances received and disposed off will be reviewed

on quarterly basis at the level of CGry1/GM In-charge of the lone/Region.I

Likewise at Corporate Office quarterly! review will be conducted by CGM

(Personnel). The half-yearly review of public grievances shall be conducted at the

level of Director (P) who will function as the Director, Public Grievances., ..