Public Grievances

GRIEVANCES REDRESSAL SYSTEM
Compliant handling procedure
The services are delivered at one level i.e.
1. Board Level
Submission of Complaint:
If any recipient of service has a complaint, he/she will be required to furnish the complaint in writing or by post or by fax or by hand and should be addressed to:
The Secretary
Punjab State Board of Technical Education and Industrial Training
Plot No 1A, Sector 36A, Cahandigarh-160036.
Fax No. 0172-2622587
Receipt and record of complaints
Every complaint will be received and delivered to the designated Public Grievance Officer (PGO). The PGO responsibility lies with the Administrative Officer of the Board.
Upon receipt of the complaint, the PGO shall confirm whether the complaint relates to the activities of the Board and, if so, shall deal with it.
Acknowledgement
The receipt of the complaint will be acknowledged, in writing in the following format, within two days of receipt of complaint:
To
…………………………
………………………..
Sub: ……………………………………………………………………………………………..
(Subject matter of the complaint)
Dear Sir/Madam,
Your Complaint dated………………………, on the subject cited above, has been received in this office on …………………….(date). Its Registration No is ……………………. The final decision on your complaint will be sent to you within 30 days.
Thanking You
…………………
Date: (Signature of the Official)
COMPLAINT REGISTER:
The PGO shall maintain a separate register for keeping the record of the complaints. A
complaint shall be recorded in the following format:
Record of complaint:
Regd.
No
Date of
Receipt
Contact
Details of
Complainant
Subject of
complaint
Date of
forwarding
to the
concerned
section
head
Date of
Receipt of
reply from
concerned
head
Date of reply
sent to the
complainant
Remarks
Investigation and Reply
Officers are designated in each of the offices as Complaint handling officers as follows:
At the Board level- Administrative Officer of the Board is the Designated Public Grievances
Officer.
The Secretary of the Board is the Nodal Officer and the Chairman of the Punjab State Board
of Technical Education and Industrial Training is the final appellate authority.
Root cause analysis will be done to identify the causes of the complaints.
The possible corrective action will be decided.
Analyses will be done if the action decided is correct action or any further correction
is possible.
Necessary corrective action will be taken.
The grievances shall be systematically analyzed for severity and for identification of
complaint prone area/section.
The PGO receiving the complaints shall be responsible for gathering and verifying all
necessary information to validate the complaints.
Once disposed at subordinate level the action taken report shall be checked for
quality and completeness of the response at higher level. The higher can choose to
send a query on the reply to the subordinate level. The report is considered finally
disposed only when accepted by the higher authority and communicated to the
complainant.
The decision to be communicated to the complainant shall be made by or reviewed
and approved by the nodal officer.
Appeal
If the complainant is not satisfied with the reply of the PGO, he will be free to appeal
against it to the Chairman of the Board, who will look into the matter at his own level. He
can get the matter investigated from any another officer. He can call the complainant for
personal hearing also. The appellant authority will give his decision within 15 days from receipt of appeal.
OMBUDSMAN
In case, normal Complaint handling mechanism does not respond to the satisfaction of the complainant, he/she can approach Administrative Secretary, Department of Technical Education and Industrial Training Punjab.
The Grievance Redress Path:
SOURCE
Section Head
From Citizen
Kept for examination
Secretary
PGO
Dealing Assistant
Assessment of Case
To Source/ Citizen
Within 30 working days
Action Taken Report