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