As a responsive and taxpayer-friendly department, we shall have in place the following mechanism:
- We shall promptly acknowledge complaints within 48 hours of receipt and attempt to provide final replies within 30 working days of their receipt. In case it is not possible to send the final reply within the time specified, an interim reply shall be furnished to the complainant.
- In case, the complaint is not attended to, within the prescribed time norms or the remedy offered is not satisfactory, an appeal can be filed with the Jurisdictional Commissioner/ Chief Commissioner.
- Common complaints and grievances can also be taken up with the Public Grievance Committee, Permanent Trade Facilitation Committee, Regional Advisory Committee and in the Open House meetings.
We shall endeavor to achieve minimum compliance level of 80% of the aforesaid time norms. Compliance levels shall be gradually enhanced through close monitoring, standardization of processes, use of IT enabled services etc
The detailed procedure for complaints handling process can be viewed on the CBIC website
www.cbic.gov.in.
The contact details of the Public Grievance Officer are under the head
‘Contact Us’.