The concept of ‘Sevottam’ envisages implementation of guidelines made under the “Service Quality Manual” issued by DGICCI, New Delhi. These guidelines would help in creating an integrated ‘Sevottam system’ for implementation, monitoring and review of Citizen’s Charter; receipt, readdress and prevention of public grievances; and customers, employees and infrastructure based service delivery capability. The ICD, TKD Commissionerate has been selected for the implementation of ‘Sevottam’ in Phase-II, with effect from 01-12-2010.

Services notified for implementation under Citizen’s Charter at ICD, TKD:

  1. Acknowledgement of all written Communication including declarations intimations, applications and returns, immediately and in no case later than 7 working days.

  2. Disposal of a refund claim within 3 months of receipt of a complete claim.

  3. Clear the goods, where the declaration relating to any consignment is complete and correct, -in case of imports, within 48 hours of filing of declaration

  4. Release of seized documents within 60 working days if they are not required by the department

  5. RTI appeal to be disposed off within 30 days of filing of application.

  6. IPR Registration to be provided within 30 days of filing of documents.

Central Dak System

A Central Dak System has been established in ICD, TKD w.e.f. 01.12.10 for receipt / dispatch of Sevottam related matters. Under this system, a Unique Receipt Id will be allocated against each Document, Application or Correspondence received. This unique Id shall be used for tracking and all future references.

Public Grievance Redressal:

A documented procedure for complaint handling process has been put into effect, with respect to Sevottam implementation and service delivery as per citizen charter, under ‘Central Public Grievance Redressal Officer’. The Details of ‘Central Public Grievance Redressal Officer’ for ICD, Tughlakabad given below. Any aggrieved person may lodge complaint with him on telephone, fax or email as provided below:-

The complaint received shall be acknowledged within 48 hours giving UID number, name, designation and telephone no. of the respective officer dealing with such complaint. The complaint so received shall be disposed off within 30 days from the date of its receipt, if no vigilance angle is involved in the complaint.

Facilitation Centre

A Facilitation Centre at the entrance of ICD, TKD, is being constructed, and will come into existence very shortly, for the guidance of Trade, Importers, CHAs and other sections of public at large under Sevottam implementation by the Commissionerate.

Sevottam Model