Compendium of Citizen’s Charters

Government of Andhra Pradesh

Dr MCR HRD IAP Campus

Road No. 25, Jubilee Hills

Hyderabad 500033

March 2004

No part of this book may be reproduced in any form without permission in writing from the publisher, except by a reviewer or a research scholar who may quote brief passages in a review in a magazine or a newspaper or for research purposes as the case may be.

Printed and published by the Executive Director, Centre for Good Governance, Dr MCR HRD IAP Campus, Road No. 25, Jubilee Hills, Hyderabad 500 033.

About CGG

The Centre for Good Governance (CGG) was established by the Government of Andhra Pradesh (GoAP) in October 2001, to help it achieve its goal of transforming government in accordance with Vision 2020. CGG coordinates and supports the designing and implementation of GoAP’s Governance Reform Programme and undertakes action research, provides professional advice to, and conducts change management programmes for government departments and agencies to help them implement their reform agenda successfully. The Centre works closely with policy makers like ministers, officials, experts and other stakeholders, especially citizens, to promote Simple, Moral, Accountable, Responsive and Transparent (SMART) government.

CGG aims to be a world-class institution to guide governance reforms in Andhra Pradesh, other states in India, and the developing world by bringing together knowledge, technology and people.

Acknowledgements

Citizen’s Charters appearing in this collection were compiled by Mr. Vasanth Kumar Parigi, Leader, Accountable Government Workstream, CGG.

Contents

GROUP I: ECONOMIC DEVELOPMENT (PRIMARY SECTOR) 7

Agriculture 7

State Seeds Developmet Corporation 12

State Agro Industries Development Corporation 15

Sugar 20

Sericulture 24

Horticulture 25

Marketing (Farmers’) 35

State Warehousing Corporation 36

Cooperation 39

State Cooperative Bank Limited 58

Oil Seeds Growers’ Federation 62

Civil Supplies 65

Fisheries 68

Meat Development Corporation Limited 70

GROUP II: ECONOMIC DEVELOPMENT (SECY & TERTIARY ) 72

Industries and Commerce 72

Commissionerate of Tenders 86

Handicrafts 88

Industrial Development Corporation 91

State Financial Corporation 94

Handlooms & Textiles (Weavers’) 97

Khadi & Village Industries Board 101

Employment & Training 105

Labour 108

Factories 110

AP Technology Services 115

Environment, Forest, Science & Technology 118

Forest 120

Pollution Control Board 127

GROUP III: HUMAN DEVELOPMENT 131

Adult Education 131

Dr B R Ambedkar Open University (Learners’) 135

Jawaharlal Nehru Technical University 136

State Archives & Research Institute 141

State Institute of Educational Technology 146

Jawahar Bal Bhavan 149

Urdu Academy, Andhra Pradesh 152

AP Government Text Book Press 157

Collegiate Education (Employees’) 159

Intermediate Education (Students & Parents) 165

Intermediate Education (Employees’) 168

Technical Education (Employees’) 171

Telugu Academi (Second Language Telugu Course) 176

Telugu Academi (Publication & Sales) 177

Telugu Academi (Employees) 179

AP Vaidya Vidhana Parishad 181

Drugs Control Administration 187

NTR University of Health Science 190

AP Housing Corporation 196

AP Housing Board 201

AP Housing Federation 204

GROUP IV: WELFARE 206

Social Welfare 206

AP SC Cooperative Finance Corporation Limited 211

Tribal Welfare 215

Backward Class Welfare 219

AP BC Cooperative Finance Corporation Limited 224

State Wakf Board 227

Women Development & Child Welfare 230

AP Women’s Cooperative Finance Corporation 235

Disabled Welfare 239

AP State Minorities Finance Corporation 244

Youth Services 247

Sainik Welfare 249

GROUP V: RURAL URBAN LOCAL BODIES 253

Women’s Empowerment & Self Employment 253

Panchayati Raj Institutions 256

Water Conservation Mission 259

Municipal Administration (Urban Local Bodies) 263

Municipal Corporation of Hyderabad 265

Hyderabad Metro Water & Sewerage Supply Board 279

Town and Country Planning 285

Hyderabad Urban Development Authority 290

GROUP VI: INFRASTRUCTURE 297

Chief Engineer, Tungabhadra (Cuddapah) 297

AP State Irrigation Development Corporation Limited 299

Chief Engineer, National Highways 304

Roads & Buildings 307

Public Works (Raods & Buildings) Department 311

Road Transport Authority 314

Boilers 317

Electrical Inspectorate 323

AP TRANSCO 330

Singareni Collieries 342

Non Conventional Energy Development Corporation 343

GROUP VII: REVENUE GENERATION 354

Commercial Taxes 354

Prohibition & Excise 357

Registration & Stamps 361

Small Savings & State Lotteries 364

Treasuries & Accounts 367

GROUP VIII: GOVERNANCE 372

Anti-Corruption Bureau 372

Fire Services 376

Printing, Stationery & Stores 380

Prisons 384

AP Police 390

Commissioner of Police 396

Malakpet Police Station 401

AP Forensic Science Laboratories 403

Revenue, Settlement, Survey & Land Records 405

DEPARTMENT OF AGRICULTURE

CITIZEN’S CHARTER

The main objective of the Department of Agriculture is to facilitate provision of latest technologies in Agricultural Production thereby enhancing the economic status of the farmers:

1. By imparting training at all levels.

2. By mass contact through literature and media.

3. By making available quality inputs.

4. By organising adoptive trials and demonstrations at village levels.

Aims of the Department:

Soil Testing—collecting of soil samples, analysing and issuing of soil health cards for applying balanced fertilisers to get more yields and also to maintain the soil structure & texture. Interested Farmers can also send soil & water samples from their fields to the Soil Testing Lab for testing and getting the results.

Inputs—Facilitate arrangements and monitoring of quality inputs viz., seeds, fertilisers and pesticides in required quantities. Interested farmers can send seed, fertiliser and pesticide samples under the guidance of Mandal Agricultural Officer concerned to the laboratories. The analysis of the farmers samples will be taken on priority basis and results communicated, but how ever the test results cannot be basis of action under relevant Acts. The seed, fertiliser and pesticide testing laboratories in the State are listed in Annexure 1.

Farm Machinery—Department to facilitate providing of latest and useful farm equipment on subsidy to the farmers.

Technology Transfer—Dissemination of latest technology in increasing unit yields, improving the quality standards, reducing cost production, Integrated Pest Management, Integrated Nutrient Management through trainings of farmers at Agricultural Market Committees and Village Level and organising on farm extension demonstration plots.

Exposure visits—Organising exposure visits to the interested farmers in AP and outside.

Availability of Information

Department is implementing National Pulses Development Programme, Accelerated Maize Development Programme, Oilseeds Production Programme, Integrated Cotton Development Programme and schemes under Work Plan and schemes under Agriculture Development fund.

Farmers can obtain the information on the above schemes and programmes in technical aspects, subsidies available, etc., from the Divisional Assistant Directors of Agriculture in the district.

Application Forms for manufacturing and sale of inputs, i.e., Seeds, Fertilisers, and Pesticides can be obtained from the Licensing Authority concerned. The details of the grant of licenses, issuing authority fees, etc., are given in the Annexure-II.

Publicity: Literature on different crops can also be had from the Farmers Training Centres located in the districts. Farmers can watch the “Rythu Mitra” Programme on Teja TV on all days from 6.00 PM to 7.00 PM. Farmers can also update their knowledge by reading Padipantalu, a monthly journal published by the Department of Agriculture with a subscription of Rs.60/- annually to “Assistant Director of Agriculture” (Printing), SAMETI Complex, Old Malakpet, Hyderabad-500 036.

Complaint Redressal: Courteous and helpful service will be extended by all Departmental staff at all levels. If anyone has any complaint, they are welcome to register their grievances with the concerned Mandal Agricultural Officer or Divisional Assistant Director of Agriculture or District Joint Director of Agriculture. The Telephone Numbers of District Joint Directors of Agriculture and officers in Commissionerate of Agriculture is given in the Annexure-IV.

Complaints on hoarding, black marketing, stocking and selling substandard and spurious inputs or unauthorized sale of inputs by any individual or individuals, dealers, etc., can also be registered with the Joint Director of Agriculture or the nearest Divisional Assistant Director of Agriculture or the Mandal Agricultural Officer.

The Department will continue to persevere for the betterment of the farming community. Co-operate with us and send your valuable suggestions for extending more qualitative services to the farming community.

ANNEXURE-I

ADDRESSES OF QUALITY CONTROL LABORATORIES IN THE STATE

Sl. No.	Name of the Officer	Laboratory	Location
I	SEED TESTING LABORATORY
1 2 3	Assistant Director of Agril. Assistant Director of Agril. Assistant Director of Agril.	Seed testing laboratory Seed testing laboratory Seed testing laboratory	Rajendra Nagar Ranga Reddy (Dist.) Tadepalligudem West Godavari (Dist.) Yemmiganur Kurnool (Dist)
II	FERTILISER CONTROL LABORATORY
1 2 3 4 5	Assistant Director of Agril. (FCO) Assistant Director of Agril. (FCO) Assistant Director of Agril. (FCO) Assistant Director of Agril. (FCO) Assistant Director of Agril. (FCO)	Fertiliser control Laboratory Fertiliser control Laboratory Fertiliser control Laboratory Fertiliser control Laboratory Fertiliser control Laboratory	Rajendra Nagar Ranga Reddy (Dist.) Warangal Bapatla Guntur (Dist.) Anantapur Tadepalligudem West Godavari (Dist.)
III	PESTICIDE TESTING LABORATORY
1 2 3 4 5	Assistant Director of Agril. (PTL) Assistant Director of Agril. (PTL) Assistant Director of Agril. (PTL) Assistant Director of Agril. (PTL) Assistant Director of Agril. (PTL)	Pesticide Testing Laboratory Pesticide Testing Laboratory Pesticide Testing Laboratory Pesticide Testing Laboratory Pesticide Testing Laboratory	Rajendra Nagar Ranga Reddy (Dist.) Anantapur Guntur Tadepalligudem West Godavari (Dist.) ARS Campus Warangal
IV	PESTICIDE CODING CENTRE
1	Deputy Director of Agriculture (I.A.)	Pesticides Coding Centre	SAMETI compound, Old Malakpet, Hyderabad

ANNEXURE-II

Sl. No.	Type of License	Issuing Authority	Fees	Period of License	License will be issued by
1	Grant/Renewal of certificate for manufacturing of fertiliser mixtures.	Commissioner for Agriculture	Rs.1000/-	3 years	30 days
2	Grant/Renewal of certificate for manufacturing of special mixtures of fertilisers.	Commissioner for Agriculture	Rs.500/-	3 years	30 days
3	Grant/Renewal of certificate of Registration of wholesale to manufacturers’ pool handling agencies and importers.	JDA (Fert.) O/o C&DA	Rs.2250/-	3 years	30 days
4	Grant/Renewal of certificate of registration of whole sale retailer/dealer.	ADA (Regular) in their respective Divisions	Rs.1250/- Rs.2250/-	3 years	30 days
5	Grant/Renewal of License to Manufacturing of insecticides.	C&DA	Rs.2000/- per Pesticide & minimum of Rs.20,000/- per any number of insecticides.	2 years	30 days
6	Grant/Renewal of License to Sell, Stock, or Exhibit for sale or distribute of insecticides.	District JDAs in their respective Districts	Rs.500/- per pesticide & maximum Rs.7500/- per any number of insecticides in municipalities Rs.100/- per insecticide and Maximum of Rs.1500/- for any Nos. of insecticide in other areas.	2 years	30 days
7	Grant & Renewal & Amendment of License in respect of seed companies & dealers who carry on sale Premises and Seed Godowns in more than one district.	Addl. Dir. of Agril. (Crops)	Rs.50/-	3 years	Although there is no specified period for grant or renewal of seed license by the licensing authority, application will be disposed off within 60 days
8	Grant & Renewal & Amendment of Seed License.	District JDAs in their respective districts	Rs.50/-	3 years	Although there is no specified period for grant or renewal of seed license by the licensing authority, application will be disposed off within 30 days
9	Complaint regarding sale of spurious/sub-standard seed/pesticide/fertilisers.				3 days
10	Complaint relating to seed MOU.				15 days

A P STATE SEEDS DEVELOPMENT CORPN

A MODEL FORMAT FOR CITIZEN’S CHARTER

1. The Aim :

To serve the farming community in a more effective manner.

2. We deliver the following services :

A. Organizing production of quality seeds of various crop varieties.

B. Procurement and distribution of seeds to farmers at reasonable prices to support Agricultural Production Programme.

C. Acting as Nodal Agency for State Government sponsored seed multiplication and distribution programme on agreed terms.

3. Our Aim is to achieve the following services delivery/quality parameters :

	NATURE OF SERVICE	SERVICE DELIVERY STANDS TIME LIMIT (DAYS/HOURS/MINUTES)
A	Production of quality seeds of various crop verities.	Based on the market assessment and technical considerations like promotion of newly developed public verities production programme will be finalized. Quality of the seeds will be ensured both during crop and processing periods by the Field Officers as per standards prescribed for the purpose. Time: Season-wise arrangements will be ensured.
B	Procurement and distribution of seeds to farmers at reasonable prices to support Agricultural Production Programme.	Most of the required quality seeds for the Farmers will be supplied at reasonable prices through own Otlets, AMCs, Dealers, PACSs, DCMSs, etc., Time: Seeds will be distributed in time based on seasonal conditions.
C	Acting as Nodal Agency for State Government	During Drought Contingency, Flood Mitigation , Green Manure seed supply and Crop Diversification Programmes, APSSDC acts as the Nodal Agency for the State Government. Time: As per the directions from State Government.

4. Availability of Information : Information on the following subjects can be obtained from our officers listed below :

1. Information relating to	2. Name of the Officer	3. Designation	4. Located at	5. Telephone / Fax / E-mail
A	Sri K. Basava Rao	Manager (Production)	Head Office	3236088 3234295 3236238 3212384 Fax No. 040-3243401
B	Sri P. Koteswara Rao	Manager (Marketing)	Head Office	-do-
C	Sri Panduranga Rao	Executive Assistant to Managing Director	Head Office	-do-

5. For information outside office hours, please contact :

Cell No. 98481 39887 – Manager (Mrktg) - Sri P. Koteswara Rao

6. Complaint redressal systems :

Courteous and helpful service will be extended by all the staff. If you have any complaints to make in the delivery of the above standards you are welcome to register your complaints with the following officers :

Name of the Officer	Designation	Located	Telephone / Fax / E-mail
a) Sri K. Basava Rao	Manager (Production)	Head Office	3236088 3234295 3236238 3212384 Fax No. 040-3243401
b) Sri P. Koteswara Rao	Manager (Marketing)	Head Office	-do-
c) Sri Panduranga Rao	Executive Assistant to Managing Director	Head Office	-do-
d) Names are in Annexure	District Manager (Seeds)	List of Units enclosed vide Annexure – II	Details are in Annexure - II

7. A centralized customer care center / grievance redressal center is also available at APSSDC, Hyderabad / APSSDC district Officers where you can lodge your complaint.

8. All complaints will be acknowledged by us within 5 days and final reply on the action taken will be communicated within 15 days.

9. Consultation with our users / stakeholders

· We welcome suggestions from our customers.

· We would like to conduct opinion polls.

· We hold periodical consumer / dealers meetings with users and if you wish to be associated with this please contact our nearest Unit Offices.

10. We seek your co-operation on the following :

Citizen’s Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following :

a) To assist the Department of Agriculture in accelerating the spread of high yielding varieties.

b) To promote research in Agriculture in general and need production, processing and storage techniques in particular, in collaboration with ICAR, Agriculture Universities, N.S.C. and other allied institutions.

11. Guide Book / Hand Book / Consumer Helpline

We have published Handbook for the guidance of our customers with the title

“CROPS AND SEED PRODUCTION TECHNOLOGY “. Please contact Manager (Production) 1/c for more details.

Our Helpline number is 3212181 in Head Office (Hyderabad)

Our customer information centers are located at all our Unit Offices (details are in Annexure).

We are committed to constantly revise and improve the services being offered under the Charter. All suggestions are invited.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS

MANAGING DIRECTOR

MANAGING DIRECTOR

A.P.STATE SEEDS DEV.CORPN.LTD.

5-10-193, II Floor, HACA Bhavan,

Hyderabad-500004.

A.P. STATE AGRO INDUSTRIES DEVELOPMENT CORPORATION LIMITED.

6-2-45/7, ADVOCATES COLONY, A.C. GUARDS, HYDERABAD-500 004

CITIZENS’ CHARTER

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1. The Aim/purpose of this charter is to work for better quality in public service. To protect the farming community from private trade due to our existence in the field.

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2. We deliver the following service.

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a) Hiring of Bulldozers for leveling the undulated lands scientifically with efficient operating staff, for construction of Fish Ponds, construction of irrigation tanks, afforestation , ripping with heavy duty Rippers, for making Water Canals etc., on nominal hire charges which were approved by the Board of Directors. The present rate of hire charges is Rs. 980=00 per machine hour, with special bulk discounts. We are protecting the farming community from private trade by regulating the hire charges. The above service is being rendered to the needy farmers through our Branches headed by Regional Managers located at 9 places in the State.

b) Distribution of Tractors, Trailers, Tankers, power Tillers, Modern Agricultural Machinery, Agricultural Implements, P.P. Equipment of repute makes under subsidy schemes of Department of Agriculture and Department of Horticulture at reasonable prices. Most of the Bullockdrawn & Hand operated Agricultural Implements are being manufactured at our Central & Regional Workshops duly maintaining quality standards. The above items are being marketed through our Agro Service Centres located in each district under under the direct control of Regional Managers. Attending pre-delivery service & after sales service for the machinery supplied through us.

c) Sale of tyres, tubes, batteries to the farmers and customers through our Agro Service Centres at very competitive prices.

d) We are proposing to Green houses, poly houses for Flori culture & vegetable growing to enable the farmers to produce export quality products.

e) Taking the latest R & D from lab to land, to equip farmers with latest technology and earn money from the biomass hitherto to thrown as waste.

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3. Our aim is to achieve the following service delivery/quality parameters

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Nature of service Service Delivery Standards-Time limit (days/hours/minutes) Remarks

a) Providing of Bulldozer The prescribed application for requisition will be given free of cost. It

will be registered on the spot. A priority register is being maintained

for allotting the dozer as per priority. Token Deposit of Rs. 1000/- if

paid by the Customer is accepted and the same will be adjusted in the

hire charges. Dozer will be allotted within 24 hours or at the maximum

of 7 days, duly collecting the hire charges. If the party asks for refund,

the same will be refunded within 15 days by way of cheque / D.D. No

user charges are levied. The leftover balance amount if any will be

refunded immediately, on receipt of claim from the party in the

prescribeed proforma, which is free of cost. The field inspection of

Engineer / Regional Manager will be done same day or next day, on

receipt of application and detailed estimation will be given to the party

to enable the customer to pay the hire charges.

b) Agro Service Centre Marketing of tyres, tubes, batteries, plastic crates, poly sheets from

ready stock immediate or within 7 days for the stocks not available

at the counter.

c) Agricultural Machinery The same day from Ex-Stock. Within 7 days for the stock not available

readily at the Counter.

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4. Availability of Information : Information on the following subjects can be obtained from our officers listed below:

-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Information relating to	Name of the Officer	Designation	Located at	Office Telephone/ Fax/E-Mail	Res Telephone
All services as stated in column-3	Sri T. Ramakrishna, IFS	VC & MD	Hyderabad	23397081	23556892
	Sri K.L. Raju	General Manager (AE)	Hyderabad	23394234	23532989
	Sri D.V. Rajaiah	Manager (AE)	Hyderabad	23085980	23344266
	Sri Y.V.Raghavaiah	Manager	Jagtial	221098
	Sri M.Krishna Hari	Regional Manager	Nalgonda	247527
	Sri M. Ramanandham	Regional Manager	Eluru	230731	223404
	Sri R. Rama Rao	Regional Manager	Visakhapatnam	2516589	2725327
	Sri N.S. Rama Raju	Regional Manager	Vizianagaram	224256	------
	Sri G. Gopalakrishna	Regional Manager	Nellore	2331274	9849238797
	Sri M.C. Rajamohan	Regional Manager	Ananthapur	270815	227224
	Sri K. Venkata Rao	Regional Manager	Chittoor	233721	9440012745

5. For information outside office hours, please contact : Sri K.L Raju, General Manager (AE) – 040-23532989

-------------------------------------------------------------------------------------------------------------------------------------------------------------------Availability of prescribed forms

------------------------------------------------------------------------------------------------------------------------------------------------------------------ Title of the Form Fee to be paid Whom to contact

b) Application for Refund of deposit Free Concerned Regional Manager

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6. Complaint redressal systems

Courteous and helpful service will be extended by all the staff. If you have any complaints to make in the delivery of the above standards, you are welcome to register your complaints with the following officers :

-------------------------------------------------------------------------------------------------------------------------------------------------------------------

Name Designation Located Telephone/Fax/E-Mail

-------------------------------------------------------------------------------------------------------------------------------------------------------------------

a) Sri T. Ramakrishna, IFS Vice Chairman & Managing Director Hyderabad 040-23397081

b) Sri K.L. Raju General Manager (AE) Hyderabad 040-23394234

FAX : 040-23394234

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7. A centralized customer care center / grievance redressal centre is also available at Hyderabad where you can lodge your complaint.

8. All complaints will be acknowledge by us on the same day and final reply on the action taken will be communicated within 7 working days.

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9. Consultation with our users / stakeholders

-------------------------------------------------------------------------------------------------------------------------------------------------------------------

We welcome suggestions from our users.

-------------------------------------------------------------------------------------------------------------------------------------------------------------------

10. We seek your co-operation on the following :

-------------------------------------------------------------------------------------------------------------------------------------------------------------------

Citizens’ Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way (Give details relevant to the concerned Departments)

a) To protect our machinery and materials by providing watch & ward.

b) To co-operate and communicate the field problems if any our Regional Offices to take immediate remedial actions.

11. Guide Book/Hand Book/Consumer Helpline

-------------------------------------------------------------------------------------------------------------------------------------------------------------------

Our Helpline number is :

AS INDICATED AT PAGE NUMBER-3 UNDER ITEM NUMBER-4

We are committed to constantly revise and improve the services being offered under the Charter.

“LET US JOIN IN MAKING THIS CHARTER A SUCCESS”

DRAFT FORMAT FOR CITIZENS’ CHARTER – SUGAR DEPARTMENT

1. The Aim/purpose of this charter is to work for better quality in public service

Specially for sugarcane growers and Entrepreneurs connected with cane and sugar development.

2. (Enumeration of services delivered by the department) we deliver the following services:-

a) Cane Development through the Cane Development Councils, Factories duly involving funds under Macro Management by Educating Farmers (cane growers) on cane cultivation.

b) Ensuring Cane price payment to the cane suppliers by sugar factories

c) Issue of licenses to Vacuum pan Sugar Factories / Kh . Units.

d) Issue of license to jaggery units

e) Declaration of factory zones for supply of cane to the sugar factories

f) Regulation of supply and purchase of cane in the factory zones.

g) Settlement of disputes cane growers and sugar factories on cane supply, payment etc.,

3. Our aim is to achieve the following service delivery / quality parameters

Nature of Service	Service Delivery Standards Time Limit (days/hours/minutes)	Remarks
a) Cane payment to farmers by the sugar factories	With in 14 days from the date of purchase of cane	Sec. 19(2) of APS(RS & P) Act 1961
b) Declaration of zones of existing sugar factories.	-	-
c) For new sugar factories declaration of zone after filing IEM (Industrial Entrepreneur Memorandum) at Govt. of India	-	-
d) Renewal / Fresh License for manufacture of sugar vacuum pan sugar factories.	Before start of crushing season i.e. 15^th Nov., of every year	As per Sugar (Control) Order 1966 order 1975
e) Issue / renewal of License to Kh.Units Kh. Units for Manufacture of Kh. Sugar	Before starting of crushing season i.e. 15^th Nov., of every year	4/9 of AP Kh.Sugar Manufacture Licensing Order, 1966
f) Issue of Jaggery License / permit to applicants	-	As per A.P. Jaggery Manufacturing Licensing Orders, 1975

4. Availability of Information: Information on the subjects shown under item (3) above can be obtained from our Officers listed below:

5. For information outside Office hours, please contact.

Availability of prescribed forms

Title of the Form

Fee to be paid

Whom to contact

a) Form 1, Estimates of cane required by a sugar factory for declaration of zone

Rs. 10/-

Asst. Cane Commissioner

b) Form 2, Offer by a cane grower for supply of cane to the factory.

Asst. Cane Commissioner Occupier of the factory.

c) Agreement between a cane gower and the Occupier of the factory

-do-

d) License for manufacture of sugar for five years by sugar factory.

Sugar factory upto 1250 TCD But lessthan 2500 TCD Rs. 12,500/-

Sugar Factory with more than 1250 TCD, But lessthan 2500 TCD Rs. 12,500/-

Sugar Factory with 2500 TCD and above Rs. 15,000/-

Asst. Cane Commissioner and Commissioner of Sugar & Cane Commissioner , Hyderabad.

e) Grant of license for manufacture of Kh. Sugar

Crushing capacity 10 tonnes per 24 hours Rs. 900/- for 3 years

License authority

Cane Commissioner

A.P., Hyderabad

Asst. Cane

Commissioner can be contacted

Crushing capacity 10 to 20 tonnes per 24 hours Rs. 1350/- for 3 years.

Crushing capacity 21 tonnes per 24 hours Rs. 1800/- for 3 years.

f) Application form for the permit for the purchase of sugarcane for manufacture jaggary.

Asst. Cane Commisisoner.

g) Application for grant of license for the for manufacture of Jaggery

Rs. 100/- for a period of 3 years or part thereof

-do-

Forms are also available in the wab at www______________(where applicable)

And can be downloaded. -No-

6. Complaint redressal systems

Coarteous and helpful service will be extended by all the staff. If you have any complaints to make in the delivery of the above standards you are welcome to register your complaints with the following officers commencement.

Name	Designation	Located	Telephone/Fax/ E-Mail
a) Dr. Prem Chand IAS	Commissioner & Director of Sugar & Cane Commissioner	Hyderabad	23244292 Fax: 23244253
b) Sri G.Jaganmohan Reddy	Deputy Cane Commissioner	Hyderabad	23242660
c) Asst. Cane Commisioners / Cane Regulation Inspectors

We have also created a web site for registering complaints at www______________

And you are welcome to use this facility. -No-

7. A centralized customer care center / grievance redressal center is also available at Hyderabad where you can lodge your complaint.

8. All complaints will be acknowledge by us within 5 days and final reply on the action will be communicated within 15 days.

9. Consultation with our users / stakeholders

· We welcome suggestions from our users

10. We seek your co-operation on the following

a) Suggestions on cane development, cane drawal by sugar factories by sugar factories, cane regulation, zone declaration.

11. Guide Book / Hand Book / Consumer Help Line

Our customer information center is located at Hyderabad and all the Asst. Cane Commissioner Offices at District Level. Phone Nos : 23244291 & 23242660 (Hyd).

We are committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS :

SD / - Dr. PREM CHAND.

COMMISSIONER OF SUGAR

(G. ACHYUTHA RAO)

ASSISTANT DIRECTOR

For DIRECTOR OF SUGAR

ANNEXURE To e-G.O.Rt.No.72, A & C (Seri)Dept. dated 24-01-2003

DETAILS OF CITIZEN CHARTERS FORMULATED FOR THE DEPARTMENT OF SERICULTURE

Sl.No.	Name of the Service	Standard	Officer responsible for Special/Unit	Time required for completion of service from date of complaint	Higher Officer to contact in case of no service from responsible officer	Penalty to responsible officers and his concerned subordinates in case of failure	Remarks
1	Supply of quality Disease free sayings	a) Pebrine free b) Fecundity with 300- 400 eggs /dft in case of egg sheets or13 grams / box	In charge Grainage	Within 10 days from written ndent date with advance of 25% of cost of indented number of Dfts OR reply in writing about non-compliance.	Assistant Director (S) Concerned	Rs. 10-00% case
2	Facilitation for High Yielding Varity(HYV) mulberry cuttings.	a) Age of the cutting b) Health of the cutting c) Size of the cutting	In charge Technical Service Centre	Within 3 weeks from the date of application OR reply immediately in case of non-compliance.	Assistant Director (S) Concerned	Rs. 10-00% case
3	Demonstration of a infection	Farmer to procure as per advise.	In charge Technical Service Centre	Within a weeks from the date of request.	Assistant Director (S) Concerned	Rs. 10-00% case
4	Service to new farmer taking up sericulture	Suitability of and availability of water for irrigation.	In charge Technical Service Centre	Within a month from the date of application.	Assistant Director (S) Concerned	Rs. 10-00% case
5	Technical guidance to sericulturists especially in case of disease out break.	Immediate inspection and suitable advise.	In charge Technical Service Centre	Immediate	Assistant Director (S) Concerned	Rs. 20-00% case
6.	Marketing of cocoons in Govt Cocoons Markets	a) Open auction fair transaction. b) Correct weigh and payment on the same days of transactor. c) Ensure display of different Cocoon Market	In charge Govt. Cocoon Market	On the same day	Assistant Director (S) Concerned	Rs. 20-00% case

CITIZEN CHARTER

DEPARTMENT OF HORTICULTURE

OBJECTIVE

To improve the quality of public service provided by Horticulture Department through proper ACCOUNTABILITY & TRANSPARENCY

SERVICES PROVIDED

Ø Technical services on cultivation of Horticulture Crops.

Ø Organizing various ON FARM / OFF FARM Training Programs.

Ø P.G. Diploma course in Land Scaping in collaboration with J.N.T.U.

Ø Train the unskilled labour / unemployed youth in Land Scape activity.

Ø Conduct Method and Result oriented demonstrations

Ø Crop Valuation for Land acquisition and assessment during Natural Calamities.

Ø Implementation of Andhra Pradesh Micro Irrigation Project.

Ø Implementation of special projects like Agri Export Zones, Cashew & Plantation crops.

Ø Promotion of Horticulture Growers Associations.

Ø Promotion of contract farming.

Ø Promotion of Horticulture Nurseries as Industry.

Ø Promotion of Post Harvest Technology.

Ø Promotion of Processing Units for Horticulture Crops.

Ø Promotion of Exports of Horticulture products.

Ø Organize vegetable production for continuous supply of fresh Vegetables through Rythu Bazars.

SERVICE STANDARDS

Item of Service Targeted Response time

· Technical Services

- without field visit Immediately

- with field visit 7 Days

· Supply of Hybrid Veg.Seed 20 Days

· Micro Irrigation

- Preliminary inspection within 7 Days

- Issue of Tentative sanction 7 Days

- Final inspection 10 Days

· Fruits , Spices , Medicinal & Aromatic Plants and other schemes

- Sanction 7 Days

- Grounding 15 Days

· Floriculture

- Sanction 7 Days

- Grounding 60 Days

Training Programmes &

Fields Visits

· At field level

- Fixing the date 2 Days

- Oraganisation 15 Days

· Outside the district / State

- Fixing the date 5 Days

- Oraganisation 15 Days

SERVICES PROVIDED TO EXPORT TRADERS

v Preliminary inspection of Fruit Orchard

for Export - 5 Days

v Issue of Phyto Sanitory Certificate - 2 Days

v User Charges - Rs. 100/- per Unit.

SERVICES PROVIDED TO URBAN

AREAS / CITY DWELLERS

Kitchen Gardening

Home Gardening

Land Scaping

1. Laying out Kitchen Garden / Home Garden

2. Design and layout of Land Scape

3. Rendering Technical advices

4. Organizing garden festival to create awareness,

competitive spirit among urban dwellers in

ornamental gardening.

OTHER SERVICES

Ø Method / result Demonstrations 10 Days

Ø Crop Valuation

- Land acquisition 10 Days

- Natural calamities

(Damage Assessment) Immediately

Ø Registration of Co-operative Societies 30 Days

Ø Preparation of Project Reports 15 Days

Ø Issue pf Identity Cards in Rythu Bazars 7 Days

Ø Forwarding Proposals to other agencies

Like NHB, CDB etc. 10 Days

AVAILABILITY OF PRESCRIBED FORMS AND INFORMATION

Departmental Schemes - Online / Free

Micro Irrigation Forms - Online / Free

Hi-tech Floriculture printed Forms - Rs. 25/-

Book lets on specified crops - Rs. 10/-

VISIT OUR WEBSITE :

aphorticulture@hotmail.com

dirhort@yahoo.com

dhorticulture2002@yahoo.com

Contact Address :

ADH / HO(T) at District level

LEAF & WATER ANALYSIS LAB

1. Analysis of plant nutrient status and to recommend

the remedial measures.

2. Analysis of irrigation water for toxic elements, which affect

the quality and yield of crops.

3. User charges to be collected from farmers :

1. Leaf Analysis - Rs. 100/- per sample

2. Water Analysis - Rs. 25/- per sample

4. Analytical Report :

1. Leaf Analysis - 7 Days

2. Water Analysis - 3 Days

COMPLAINTS / SUGGESTIONS

Ø Commissioner & Director of Horticulture

at State Level

Ø Asst. Director of Horticulture /

Horticulture Officer (Tech.)

at District Level

Complaint redressal systems
Courteous and helpful service will be extended by all the staff. If you have any complaints to make in the delivery of the above standards, you are welcome to register your complaints with the following officers :
Sl.No.	NAME, DESIGNATION & HEAD QUARTER	PHONE NO.
Sl.No.	NAME, DESIGNATION & HEAD QUARTER	OFFICE	RESIDENCE	CELL PHONE
1	Sri. O.Laxman Rao, A.D.H. Srikakulam	08942-223347		98484-98301
2	Sri R.Vaikunta Rao, A.D.H., Vijaya NAgaram	08922-275759 fax : 274280		98484-98302
3	Sri S.Ram Mohan, A.D.H. Visakhapatnam	0891-2796386	0891-25343666	98484-98303
4	Sri P.V.S.Ravi Kumar, A.D.H. Kakinada, E.G. District.	0884-2373526	0884-2350286	98484-98304
5	Sri C.Srivenkateswara Rao, A.D.H. Eluru, W.G. District	0812-31975	0812-51293	98484-98305
6	Sri M.Venkateswarlu, A.D.H. Vijayawada, Krishna.	0866-546568	0866-541466	98484-98306
7	Sri K.JAyachandra Reddy, A.D.H. Guntur	0863-2320510	0863-256828	98484-983ss07
8	Sri Y.Vidya Sankar, A.D.H., Ongole Prakasam Dist.	08592-233920	08592-231109	98484-98308
9	Smt B.Padmathamma A.D.H. Nellore	0861-2328922		98484-98309
10	Sri K.Srinivasulu, A.D.H. Chittoor	08572-233725	08572-234714	98484-98311
11	Sri P.Konda Reddy, A.D.H. Kadapa	08562-249497		98484-98310
12	Sri M.Anantha Rao, A.D.H, Ananthapur	08554-21138		98484-98312
13	Sri M.V. Ramana Prasad A.D.H. Karnool	08518-277194	08518-277756	98484-98313
14	Sri V.V.S.Sai Baba, A.D.H. Mehaboobnagar	08542-270318		98484-98315
15	Smt. S.Geetha, A.D.H. R.R.Dist.	3323736 / 3370194	3374194	98484-9832
16	Sri D.V.L.Ravindran, A.D.H. Sangareddy, Medak	911-277042	911-277507	98484-98320
17	Sri Y.V.S.Prasad A.D.H. Nizamabad	08462-237895	08462-239544	98484-98317
18	Sri N.V.Ramana A.D.H. KArimnagar	0878-2260941		98484-98318
19	Sri L.Venkata Ram Reddy, A.D.H. Adilabad	08732-26899	08732-22716	98484-98316
20	Sri E.NArasimha Rao, A.D.H. Khammam	08742-228290	08732-22716	98484-98319
21	Sri K.Venkateswarlu A.D.H. Warangal	0870-2578091		98484-98321
22	Sri N.Mahendra Reddy A.D.H. Nalgonda	08682-244830	08682-227539	98484-98314
SPECIAL PROJECT OFFICERS
1	SRI m.b.Gopala Swamy, D.D.H, Cashew Development Project, Visakhapatnam	0891-2796386	0891-2735933
2	Sri A.Suryanarayana, A.D.H. Cashew Devt. Project, Visakhapatnam			98484-98324
3	Sri T.V.Subba Rao, A.D.H. Plantations, Rajahmundry, E.G.Dist.	0883-2442483	0883-2423317	98484-98323
4	Sri B.Pandu Ranga, A.D.H. Oilpalm Seed Garden, Rajahmundry.	0883-247550
5	Smt P.Sunitha, A.D.H. Leaf Analysis Lab, B.T.C. Hyderabad	6585221	24542684 / 24540892
6	Sri Iqbal Ahamed, D.D.H. A.E.Z. Chittoor		040-23564464	98484-98326
7	Sri R.Vidya Bhushan, A.D.H. A.E.Z. Vijayawada	0866-2546568		98484-98325
Sl.No.	NAME, DESIGNATION & HEAD QUARTER	PHONE NO.
Sl.No.	NAME, DESIGNATION & HEAD QUARTER	OFFICE	RESIDENCE	CELL PHONE
1	SRI J.S.V.PRASAD, IAS., Commissioner & Director of Horticulture , A.P., Hyderabad	23234091 / 23232324 FAX NO : 23212792	23376189	-
2	Sri P.Naganand, Addl. Director of Horticulture O/o D.H., A.P. Hyd.	23234091 / 23232324 FAX : 23212792	23352915	98484-98328
3	Sri M.Rajnga Swamy, Addl. Director of Horticulture (ODP) O/o D.H., A.P. Hyd.	-do-	92832617	98484-98329
4	Sri K.Surendranath, Dy. Director of Horticulture O/o D.H., A.P. Hyd.	-do-	24063488	98484-98331
5	Smt. Sabia Sahana Dy. Director of Horticulture O/o D.H., A.P. Hyd.	-do-	24549380
6	Sri K.Amarnath Reddy, Dy. Director of Horticulture O/o D.H., A.P. Hyd.	23236576	24035674	98484-98333
7	Sri V.Sambasiva Rao, Dy. Director of Horticulture O/o D.H., A.P. Hyd.	23234091 / 23232324 FAX : 23212792	23513067	98484-98330
8	Sri K.Sadananda Reddy, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	-do-	27843033	98484-98339
9	Sri S.Butcha Reddy, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	-do-	27567974	98484-98334
10	Sri S.Radhakrishna Murthy, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	-do-	27034656	98484-98340
11	Sri Venkateswara Rao, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	-do-		98484-98335
12	Sri S.Chandra Prakash, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	-do-	6577504	98484-98338
13	Dr. Suhasini, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	-do-	23058359	98484-98337
14	Sri Dharmaja, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	-do-		98484-98348
15	Sri Subba Raidu, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	-do-	6348775	98484-98336S
16	Sri NAyeem Khan, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	23236576		98484-983343
17	Smt. Ch.Padmavathi H.O./ Vice Principal, H.T.I. Red Hills, Hyd.	232327581	23515129	98484-983356
18	Sri M.Satyanarayana Rao, Asst. Director of Horticulture O/o D.H., A.P. Hyd.	23234091 / 23232324 FAX : 23212792		98484-983341
19	Sri S.Satyanarayana, Asst. Director of Horticulture Hyderabad .	-do-	23531863
20	Smt. U.Sudha, Horticulture Officer, IT&DM, O/o D.H., A.P. Hyd.	-do-	23522140	98484-983354
21	Sri K.Srikanth Reddy, Horticulture Officer, Floriculture, O/o D.H., A.P. Hyd.	-do-		98484-983349
22	Smt. K.Vanajalatha, Horticulture Officer, Apiculture, O/o D.H., A.P. Hyd.	-do-		98484-983353
23	Sri D.Ramesh, Horticulture Officer, P.H.M. O/o D.H., A.P. Hyd.	-do-		98484-983355
24	Sri T.Srinivas, Officer on Special Duty	-do-		98484-983358
25	Sri M.Govinda Rao, Officer on Special Duty	-do-		98484-983359
26	Sri Abdul Ilayas Ahamed, Officer on Special Duty	-do-		98484-983360
27	Sri K.Ranjit Kumar, Officer on Special Duty	-do-		98484-983361

We have also created a web site for registering complaints at :

aphorticulture@hotmail.com

dirhort@yahoo.com

dhorticulture2002@yahoo.com

Password : Department.

FARMER’S CHARTER

1. Right of information regarding prices

2. Ensuring fair value for the produce

3. Ensuring accurate weighing

4. Freedom from unscrupulous traders and practices

5. Ensuring payment on the same day

6. Providing human and animal health care

7. Providing quality inputs

CITIZEN’S CHARTER OF APSWC

1. Andhra Pradesh State Warehousing Corporation is rendering the following services :-

a) To provide scientific warehousing to minimize storages losses.

b) To facilitate loans to farmers, traders, depositors for pledge finance loan against Warehousing receipt.

c) To help farmers and traders to store their stocks in the Warehouses for a better and reasonable rates and to avoid distress sale.

d) To provide Handling and Transport services to the depositors at their request.

2. Our aim is to achieve the following service delivery / quality parameters ;

Nature of Service	Service Delivery Standards Time limit (days / hours / minutes)	Remarks
a) Acceptance of stocks & issue of Acknowledgement / Warehousing receipts.	One Hour	---
b) Delivery of Stocks	Half an Hour	---
c) Prophylactic & curative treatment to the stocks	Immediately as and when necessary	---
d) Submission of reports to the depositors	As prescribed by the depositors	---
e) Payment of Godown Rentals to the investors.	Three Days	---
f) Payment of Handling & Transport Bills	Three Days	---
g) Payment of preservation & Maintenance bills.	Five Days.	---

3. Availability of Information : Information on the following subjects can be

obtained from our officers listed below :

Information relating to	Name of the Officer	Designation	Located at	Telephone / Fax / E-Mail
a) Payment of Godown rents.	Mr. P.Bhima Raju	G.M. (B&L)	H.O. (Hyd’bad)	040-24732276 040-24601616 bhimaraju@apswhc.com
b) Payment of H&T
c) Payment of Preservation & Maintainan., bills
d) All Quality Control matters.	Mr.M.M.A. Quadri.	G.M (M&Qc.)	H.O. (Hyd’bad	040-24732276 040-24601616 quadri@apswhc.com
e) All Finance & Accounts matters	Mr. S.Satyanarayana	G.M. (F&A)	H.O. (Hyd’bad	040-24732276 040-24601616 suryanarayana@apswhc.com
f) All Establishment matters	Mr.D.V.Krishna	G.M. (P&A)	H.O. (Hyd’bad	040-24732276 040-24601616 dvkrishna@apswhc.com

4. For information outside Office hours, please contact.

Availability of prescribed forms :

Title of the Form	Fee to be paid	Whom to contact
a) Stock Deposit Application Form at Warehouse	Free of Cost	The Concerned warehouse Manager.
b) Stock delivery order at warehouse	Free of Cost	The Concerned warehouse Manager.

Forms are also available in the Web Site http://www.apswhc.com/ and can be downloaded.

5. Complaint redressal systems :

Courteous and helpful service will be extended by all the staff. If you have

any complaints to make in the delivery of the above standards you are welcome to

Name	Designation	Located	Telephone / Fax / E-Mail
a) Complaints on Staff working at Warehouses.	Concerned Warehouse Manager.	At respective warehouses.	At respective warehouses.
b) Complaints on Warehouse Manager.	Concerned Regional Manager.	At respective Regional Manager’s office	At respective warehouses.
c) Complaints on Regional Manager. & General Managers	Managing Director	Head Office, Hyderabad	040- 24732276 040-24601616 md@apswhc.com

Ø We have also created a web site for registering complaints at

http://www.apswhc.com/ and you are welcome to use this facility.

6. A centralized customer care center / grievance redressal centre is also available at Head Office, Hyderabad , where you can lodge your complaint.

7. All complaints will be acknowledged by us within 2 (two) days and final reply on the action taken will be communicated within 4 (four) days.

8. Consultation with our users / stakeholders:

Ø We welcome suggestions from our users.

Ø Our web site http://www.apswhc.com/ indicating your willingness to be

Available for consultation, survey on the points enlisted in the charter.

9. Guide Book / Hand Book / Consumer Help line :

Please contact Mr. Suresh Kumar, I.T. Officer for more details.

Our helpline number is 040-24732276 / 24603854 / 24603194.

Our customer information center is located at Hyderabad. Phone No. 040-24732276 / 24603854 / 24603194.

We are committed to constantly revise and improve the services being offered under the Center.

DEPARTMENT OF COOPERATION

CITIZEN’S CHARTER

COMMISSIONER FOR COOPERATION &

REGISTER OF COOPERATIVE SOCIETIES,

3^RD FLOOR, GRIHAKALPA BILDINGS,

NAMPALLY, HYDERABAD - AP

PHONE : STD : 040

OFFICE :

24613043 (RCS PES III)

24732164 (GENERAL)

CHAPTER – 1

The Department of Cooperation has its main objective of facilitating and strengthening the functioning of the Cooperative Societies, based on Cooperative Principles and Cooperative identity. To this end, the Department administrators the Cooperative Laws, which govern the functioning of the Cooperative Societies.

A Cooperative Society is an autonomous association of persons united voluntarily to meet common economic, socio and cultural needs and aspirations of the members through jointly owned and democratically controlled enterprises Cooperative societies are expected to function according to certain Cooperative principles. For this they shall frame their byelaws. The Cooperative principles to which the byelaws confirm are:

a) Voluntary membership in the Cooperatives, which is available, without restrictions of any social, political, racial or religious discrimination, to all persons who can make use of its services and are whiling to accept the responsibilities of membership.

b) Members enjoy equal rights of voting (one member, one vote) and participate in decisions affecting their Cooperatives. The affairs of the Cooperative Societies are administered by persons elected or appointed in a manner agreed by the members and accountable them.

c) Member’s Share Capital shall only receive a strictly limited rate of interest, if any

d) The economic results, arising out of the operations of a Cooperative Society, belong to its members and shall be distributed in such a manner as would avoid one member gaining at the expense of others, which shall be achieved.

i) by provision for development of business of the Cooperative Society.

ii) by provision for common services (or)

iii) by distributing among members in proportion to their transactions with the Cooperative Society.

e) Cooperative Societies shall make provision for the education of their members, office bearers and employees and of general public, in the principles and techniques of cooperation, both economic and democratic.

f) Cooperative Societies, in order to best serve the interest of their members and their communities, shall actively cooperate in every practical way with other Cooperatives at local & national levels.

There are three Acts governing the functioning of the Cooperative Societies.

1. A.P. Cooperative Societies Act, 1964 with corresponding Andhra

Pradesh Cooperative Societies Rules, 1964.

2. A.P. Mutually Aided Cooperative Societies Act, 1995.

3. A.P. Multi State Cooperative Societies Act, 1984.

Where the Cooperative Societies depend on the Govt. the provisions of the APCS

Act, 1964 operate. For the Cooperative Societies, which are not dependent on Govt. resources, the provisions of Andhra Pradesh MACS Act apply. Cooperative Societies, which have their area of operation in more than one State, they come within the purview of A.P. Multi State Cooperative Societies Act, 1984.

The administering of the Cooperative laws is done thro’ a “ Registrar of Cooperative Societies “. The Registrar includes any person on whom all or any of the powers of the Registrar under the concerned Acts are conferred.

At the revenue divisional level, the Deputy Registrar of Cooperative Societies, acting as Divisional Cooperative Officer is conferred with the powers of the 1964 Act over the primary Cooperatives, where individuals are members. At district level, the Joint Registrar of Cooperative Societies acting as DCOs and the District Collectors are conferred with powers of 1964 Act over the Central Cooperatives which have the Primary Cooperatives as members. At State Level, the Apex Cooperative Societies are regulated by the RCS, who is also the Commissioner for Cooperation. Under 1995 Act, only RCS / Joint Registrar of Cooperative Societies are vested with the powers.

There are a wide variety of Cooperatives registered and functioning. Barring PACs, Marketing Societies, Housing Coops., Employees Credit Coops., Urban Banks, various Weaker Section Coops., all other Cooperative Societies, which activities majorily fall within the developmental functions of the line departments concerned, are regulated by respective officials of those departments – they are called Functional Registrars – for eg. DD / AD of the Depts. of Sericulture, Handloom and Weavers, Fisheries, Animal Husbandry, Andhra Pradesh Dairy, Industries etc.,

The Dept. of Cooperation, besides supervising, monitoring & regulating the functioning of the Cooperative Societies according to the Cooperative laws, perform certain promotional and development functions related to Cooperative Societies. Trough the Cooperative Institutes of ICM, Rajendranagar & Andhra Pradesh State Cooperative Union, Hyderabad , the member’s education is taken up. Financial assistance of the Govt. is channeled thro’ the department to the needy Cooperative Societies and their federal Societies.

CHAPTER – 2

SERVICESA FROM THE DEPARTMENT OF COOPERATION

The aim of the Cooperative Department is :

· To stand witness and assist in the formation of Cooperatives by citizens. Towards

this end, the Department shall

1. Dissemination on how to form and register the Cooperatives.

2. Respond promptly to proposals for registration.

3. Keep update record of Registration and make this information accessible to public and supply authenticated copies on demand.

· Other important services provided by the Department to the Cooperative Societies under APCS Act, 1964 are :-

o Registration of byelaws & amendments to byelaws to render the Cooperative Society a body corporate by its registered name with perpetual succession and a common seal.

o Conduct of Elections to the new Managing Committees at the expiry of the present Committees.

o Conduct of yearly Audit of Coops. To arrive at the financial & working status of them.

o Settlement of disputes between member(s) & the Society, touching the constitution, management or business of the Society.

o Recovery of debts to Societies by its members on application and of dues under a decision, award or an order.

o Conduct Enquiries & Inspections into the constitution, working and financial conditions on application by members or suo moto, in order to take timely action on irregularities committed etc.,

o Liquidate the Non-viable & non-functioning Cooperatives on application by the members or suo moto.

o Appointment of Interim Management Committees, where it was not possible to conduct elections to the managing Committees of the Cooperatives.

o Punitive action against erring managements :-

- Supercession of MCs, inorder to set right the affairs of the Cooperatives.

- Recovery of loss caused to the Societies thro’ Surcharge Proceedings.

- Disqualification of members & managing Committee members of the Cooperatives, who are not eligible to continue.

- Criminal action against delinquents u/s 79 & 83 of APCS Act.

o Accord statutory approvals for certain transactions as part of the regulation of the Cooperatives, Societies are expected to send timely proposals for such approvals.

- 116 - Staffing Pattern and Pay scales.

- Investment of funds under Rule 37

- Borrowing of funds, under Rule 40 by Societies.

- Sanction of Prosecution, under Section 83

- Sale Confirmation, under Rule 52.

· a) Responding to the grievances from the public, Societies and members of the Societies.

b) Convening of General Body meetings of Cooperatives on requisition.

· Pursuing and monitoring rectification of defects pointed in the Audit / Enquiry / Inspections.

Our Aim is to achieve the following Service Delivery parameters

Sl.No.	Nature of Service			Service delivery Standards	Time limits	Remarks
A	REGISTRATION OF COOPERATIVE SOCIETIES
1	Dissemination of information		Information concerning procedure for registration of society is available on website URL – This information in booklet form can be obtained in any of the following offices on payment. - Office of the Commissioner for Cooperation and Registrar of Coop. Societies A.P. Hyderabad - Telephone No. 24732164 - All the District and Divisional Cooperative Officers, in the State. (list at infra)			Concerned Head of the Offices are to be contacted.
2	Dissemination of information about the societies registered.		category-wise, district wise, societies registered under 1964 and 1995 Act will be available on website and in concerned o/o Cooperative Department Officials / Functional Registrars.			Divisional Cooperative officers & Divisional or District heads of the line depts. to contact. In case of improper response complaint against the concerned lies with District or State Head of the respective Depts.
3	Registration		The Citizens desirous to form a Coop. Society should submit an application to the Registrar along with :- a) One Copy of proposed byelaws of the Society b) Copy of the Minutes of the meeting signed by the applications. c) Sworn statement from each applicant that he/she belongs to different family. The applicants or the promoters of the proposed society should not be less than 10 persons and each should belong to different family. When Registrar satisfies that the application conforms to the requirements, a certificate of registration is issued. The Registering authority for Primary level, Dist. Level and Apex level societies is the Deputy Registrar of Coops. Concerned having jurisdiction over the territory.		Primary Society : 45 days from date of receipt of application. Other societies 60 days from date receipt of application.	If application for registration is refused within the time stipulated, the applicant can prefer appeal to Coop. Tribunal under Section 76 of APCS Act 64. if no response or order of refusal is received by the applicant within the period, a Revision can be preferred under Section 77 of APCS Act with next higher cadre official.
4	Making registration information available to public and supply of certified copy.		Basic data is made available on website Certified copies can be obtained on payment from the Dy. Registrar concerned.		7 days	In case of improper response complaint against the concerned lies with District or State Head of the respective Depts.
B	OTHER SERVICES
1	Amendment of Byelaws		The proposal for amendment to the byelaws to be submitted to the Dy. Registrar concerned within 30 days from the date of General Body Meeting in which resolution was passed. The Dy. Registrar shall register the amendment or reject it on considering whether the amendment is necessary or desirable in the interest of the society or the Coop. Movement.		10 days from the date of receipt of the proposals.	If application for registration of amendments is refused within the time stipulated, the applicant can prefer an appeal to Coop. Tribunal under Section 76 of APCS Act 64. If no response or order of refusal is received by the applicant within the period, a Revision can be preferred under Section 77 of APCS Act with next higher cadre official.
2	Conduct of Elections to Cooperatives
	a) Elections to Un-aided Coop. Societies. b) Elections to Aided Societies :-	The incumbent managing Committees themselves shall conduct elections before the expiry of the term. The expenditure for conduct of election shall be born by the societies themselves. The Government / Registrar / District Election Authority shall conduct elections in accordance with the procedure laid down in Rule 22 of A.P.C.S. Rules, 1964 before the expiry of the term and subject to regulation by Government. The expenditure for conduct of elections shall be done by the societies themselves.			Before the expiry of the term of the present managing Committee. Before the expiry of the term of the present managing Committee.	If incumbent managing Committee of the society could not conduct elections, the District Election Authority/ Dist.Collector shall conduct election on request of the members of the society. In order to prevent void in the continuous management the Registrar (i.e. the Deputy)
3	Audit of Cooperatives a) Audit of Un-aided Societies. b) Audit of Aided Societies.	The Managing Committee of the society is responsible for causing audit of the accounts of the society through Chief Auditor or Chartered Accountant. The Chief Auditor shall cause to conduct audit on payment of audit fee by the society.			Within 6 months from the date of closure of financial year.	The Managing Committee ceases to hold office if it does not submit statement of accounts within (3) months of closing of the accounting year, to the Chief Auditor or his subordinate. The action lies with DR of the Coops. Working in the divisions. In case of improper response complaint against the concerned lies with District / State Head.
4	Settlement of disputes	The Registrar shall decide the disputes touching the constitution, management and business of a society, which arise between members and members, members and society, and a society and another society on filing of application by the aggrieved party.			6 months from the date of application.	In deciding the dispute the Registrar is deemed be a Civil Court and the dispute as a suit. The party aggrieved by the decision of the Registrar or arbitrator can appeal to Coop. Tribunal under Section 76 of APCS Act.
5	Recovery of dues to Societies / Govt.	The Registrar on application by the society or financing bank or financing bank or federal society issues certificate for recovery of debt after the scrutiny of the records of the society and after hearing the party affected. The Certificate issued by the Registrar under Section 71 is deemed as a decree of a Civil Court and conclusive proof of arrears due by the members or by the society. Such amounts stated in the certificate are recoverable as arrears of land revenue. The certificate under Section 71 or Award or decision under Section 61 issued by the Registrar is executable by attachment and sale of movable and immovable properties of the judgment debtors.			The E.P. filed before the Registrar is executable within 12 years.	The aggrieved party in the matter of Issue of Certificate under Section 71 or Execution of E.P. under section 70 can appeal for redress of grievance to the Cooperative Tribunal, under Section 76 of the Act.
6 a.	Inquiry	The Registrar, on his own motion or application of members of the Committee or federal society can order inquiry under Section 51 into the constitution, working and financial condition of a society to find irregularities and misutilization of funds and to take action on the persons responsible for misdeeds.			4 months (extendable by another 2 months) from the date of issue of Inquiry procs.	Based on the inquiry report, the Deputy Registrar takes Civil action for recovery of misappropriated / loss amounts caused to the society; also he takes Criminal action against delinquents under APCS Act & IPC; In case of improper response complaint against the concerned lies with District or State Head of the Dept.
6 b.	Inspection	The Registrar, on his own motion or application of Creditor can order Inspection under Section 52 of the A.P.C.S. Act into the affairs of the society and to inspect books of accounts of the society to find irregularities committed in its working.			3 months (extendable by another 2 months) from the date of issue of Inspection procs.	Based on the inspection report, the Registrar takes Civil action for recovery of misappropriated / loss amounts caused to the society; also he takes Criminal action against delinquents under APCS Act & IPC
7	Liquidation	The Registrar appoints a liquidator to wind up the affairs of the society after conducting an enquiry under Section 51 or inspection under Section52 or on application by the 2/3 rd members of society. Based on the final report of the liquidator Registrar issues winding up proceedings of the cooperative society under liquidation.			Winding up procs. With in 3 years from the date of ordering liquidation.	The liquidator appointed by the Registrar shall take steps to settle all the claims against the society after realizing the assets of the society. He continues to exercise the powers till the affairs of the society are wound. Appeal against liquidation lies to Coop. Tribunal u/s 76.
8	Appointment of interim management Committees	The Registrar appoints the Person or Persons-Incharge-Committee to manage the affairs of a society where the term of the elected Committee expires and there is no Committee to manage its affairs and where it is not possible to conduct elections immediately.			P-I-C is for an initial period of 6 months (extendable to aggregate period of 3 years.)	The appeal against P-I-C appointment lies with Cooperative Tribunal u/s 76.
9	Punitive action against erring management / staff / members of the society.
	a) Supersession of the MC	The Registrar supersedes the management of a society if it is not functioning property and if there is mismanagement and mal-administration in its affairs or if the Committee of a society willfully disobeys the lawful orders or directions by the Registrar.				Supersession order issual by the Registrar is appealable to the Coop. Tribunal under Section 76.
	b) Surcharge	On application duly signed by the Chief Executive of the society / its President or on own motion by the Registrar the surcharge orders are passed under Secretariat.60 for the recovery of amounts as determined during inquiry or Inspection or Audit.				Any sum due for recovery ordered under surcharge is recovered by attachment of movables and immovable properties of the of the delinquent as arrears of land revenue, for suo moto recovery, the responsibility lies with Deputy Registrar of Cooperatives; In case of improper response complaint against the concerned lies with District or State Head of the Dept.
	c) Disqualification of members	the members of the Committee who acquired disqualification under Section 21 – A(1), (1A) (1B) and 21 – AA (1) (2) of the Act are declared disqualified and ceased to be members of the Committee after conducting due enquiry, on application or on own motion by the Registrar.				Before a member of the Committee is declared disqualified an opportunity is given to him by the Deputy Registrar by notice and on considering the reply, necessary orders are passed,; In case of improper response complaint against the concerned lies with District or State Head of the Dept.
	d) Criminal action against cognizable offenders under the Act.	The Committee or any employee of the society is punishable under the Section 79, 79-A, 80, 81 & 82 for certain offences committed under the Act – like, furnishing false information, disobeying summons or other lawful order /requisition/ direction of the Registrar or transferring movable or immovable properties on which charge was created in favour of the Societies for the loans taken or for failure to produce books or makes false entries in the bks of a/cnts etc., and indulging in corrupt practices etc.,				For suo moto action, Deputy Registrar of the Coops. Is the competent officer; In case of improper response complaint against the concerned lies with District or State Head of the Dept.(The punishment for the offenses mentioned involves fine or imprisonment for a particular period or both)
10	Statutory Approvals
	a) Approval of staffing pattern and pay scales of employees of society.	The Registrar shall give prior approval to the society for fixing staffing pattern, pay scals and allowances for the employees within an expenditure which shall not exceed 2% of the working capital or 30% of gross profit in terms of actual in year which ever is less.				The Societies which do not receive the state aid can themselves fix staffing pattern and pay scales within their limits of income and budgetary allocations; The competent authorities for such approvals are Deputy Registrar of Coops. for the Primaries, Joint Registrar of the Coops for Central Coops; Registrar of the Cooperatives at State HQs for Apex Coops.
	b) Investment of reserve fund	If a society which deposited or invested its reserve fund separately shall obtain the approval of the Registrar for utilizing such funds for other purposes, under Rule 37 (3)
	c) Restrictions on borrowings by societies.	The Society should borrow within the limits fixed or approved by the Registrar from time to time.				The Registrar of the Cooperatives at State HQs fixes or approves a credit limit to each society depending on its paid share capital, reserves and other parameters of credit worthiness.
	d) Confirmation of Sale and issue of Sale Certificate	The Registrar after conducting the sale of immovable property of the defaulter to the society issues a sale confirmation order under Rule 52 (14) (iii) and also issues a sale certificate under Rule 52 (14) (v) to the auction purchaser.				The Registrar acts as a Civil Court for the purpose of Execution of E.P.s and conduct of sale of properties of the defaulters. The aggrieved party can appeal to Coop. Tribunal under Section 76 of the Act; Deputy Registrar of the Coops. working in the divisions or at the seat of Coop. Central Bank or Apex bank, is competent to issue the sale certificates.
	e) Sanction for prosecution	The Registrar is competent to approve the sanction of prosecution under Section 83(3) of he A.P.C.S Act, of the delinquents who committed frauds and misappropriated the funds of the society and committing offences under Section 79 and 79(A) of the Act.				The criminal liability is fixed on the persons responsible for causing loss to the society with criminal intent and the Deputy Registrar launches prosecution under the provisions of the Act and also IPC against the persons responsible.; In case of improper response complaint against the concerned lies with District or State Head of the Dept
11	a) Responding to the grievances from the public, societies and members of societies.	If any member of the society is denied any service which he ought to have got it from the society and the society refuses such service in unreasonable and discriminatory manner and on application from such aggrieved member, the Registrar after giving an opportunity to the society directs the Committee to render such service subject to its availability, under Section 22. If any society is aggrieved by another society or federal society, Registrar issues similar direction on enquiry.			Within 60 days from the date of application.	The Deputy Registrar / Joint Registrar ensures that no member of the society is discriminated upon and the benefits which have to be received by the members should reach them uniformly, without any lopsided favours and direct the societies to cater to the needs of the members evenly; In case of improper response complaint against the concerned lies with District or State Head of the Dept
	b) Convening General Body meeting on requisition from members	The Registrar calls general body meeting of the society when the Committee of the society fails to call the general body meeting on requisition from members of the society or on his own motion.			15 days	When Committee of a society fails in its duty and when there is no Committee or a dispute on Committee or a dispute on the competence of the Committee to function, Registrar (Deputy or Joint) steps in and call for general body to iscuss the important issues or urgent nature; In case of improper response complaint against the concerned lies with District or State Head of the Dept
12	Pursuing and monitoring rectification of defects in audit / enquiry / inspection.	The Registrar draws the attention of the society under Section 54 of the Act, to the defects pointed out in audit, enquiry and inspection and directs the society to rectify such defects within specified time.				The rectification of defects pointed in audit, enquiry and inspection is an important item which is an important item which is to be remedied to maintain good health of the society and run its affairs in a sound manner. Therefore, the Deputy / Joint Registrar keeps a vigil on such lapsers and insists on rectification and ensures that the society does not slip into dysfunction; In case of improper response complaint against the concerned lies with District or State Head of the Dept

Following are the fees payable to the Government Account for certain of the Services listed above, as per Rule 46 & 48 of APCS Act, 1964. forms with other prescribed enclosures are available with District & Divisional level offices & at in the web at http://www.apcooperation@ap.gov.in/

Sl.No.	Items of work and particulars	Amount prescribed (in Rs.)
1.	Registration of Coops
	A) Primary Societies
	i) Coop.Urban Banks	25,000.00
	ii) Housing Societies	20,000.00
	iii) Employees CCS	5,000.00
	B) Dist.Level Socs.	10,000.00
	C) State Level Socs Federations	25,000.00
	D) Apex level socs.	25,000.00
	E) Weaker Sections Socs.	500.00
2.	Amendment of Byelaws :-
	All Societies	-	1% of Registration Fee subject to a minimum of Rs.50/- per proposal.
3.	Fees prescribed for Audit of Coops.
	I. 1) AP State Coop. Bank 2) D.C.C.Bs. 3) Agril. Coop. Credit Societies with working capital of Rs.1.00 crore and above.	-	Full cost of auditors deputed for concurrent and / or final audit where Coop. department auditors are deputed under Govt. Fundamental Rule 127 by the Chief Auditor.
	II. All Cooperatives other than the ones mentioned in category I above and working capital or turnover as the case may be of Rs. 100.00 lakhs and above.	-	Full cost of auditors deputed for Audit under FR 127. OR Audit fee at the rate 0.12% on loans and advances or working capital or turnover of the whichever less if the Society is audited by the Circle Auditors subject to a maximum of Rs. 1.00 lakh.
	III. All other Cooperative Societies	-	Audit fee at the rate 0.12% of the working capital or turnover of the society, subject to a maximum of Rs.1.00 lakh. The Cooperative Institutions with working capital turnover of less than Rs.2.00 lakhs. Shall pay audit fee at the rate of 0.12% on working capital / turnover subject to a minimum of Rs.100/- (one hundred)
	IV. Stock Verification		The Society shall pay to Government stock verification cost 200/- per day per head in addition to TA & DA if the stock verification arranged by the Chief Auditor on request of the society. Further, the society has to pay honorarium of Rs. 50/- per day per person reported.
4	Enquiry under section 51 of APCS Act.	-	10% of Registration Fee.
5	Inspection Under Section 52 of APCS Act.	--	5% of Registration Fees subject to a minimum of Rs.100/-
6	Arbitration – Settlement of disputes :	-	a) 1% of the amount in dispute subject to a minimum of Rs.50/- and maximum of Rs. 1000/- in respect of monetary cases. b) On each plaint Rs.500/- only in respect of non-monetary cases.
7	Providing Certified copies / documents etc.
	1. Per Page.	2.00
	2. Copy of byelaws	100.00
	3. Copy of audit reports
	a) Apex Societies	1000.00
	b) Dist.socs and Urban Coop. Banks.	500.00
	c) Primary socs.	100.00
8	Fee for conduct of Elections	---	25% of Registration Fee.
9	Issue of Certificates by Registrar (under Secretariat.71) for recovery of dues arrears.	---	1% of the dues subject to a minimum a minimum of Rs.50/- and maximum of Rs. 1000/-

The information on the above services can be obtain from the officers listed below :

Sl No.	Name of the District	Name of the D.C.O.	STD	DCO Office ph.	E - Mail
1	Adilabad	Sri U. Madhusudhana Rao	08732	226248	dco_adb
2	Ananthapur	Sri T. Pullaiah	08554	274134	dco_atp
3	Chittoor	Sri T.H. Nataraja Rao	08572	233491	dco_ctr
4	Cuddapah	Sri Rama Krishna i/e	08562	242095	dco_cdp
5	EG. Dist (Kakinada)	Sri G.Sambasiva Rao	0884	2373754	dco_eg
6	Hyderabad	Sri V. Amarendra Rao	040	24600114	dco_hyd
7	Gunture	Sri A.V.V.Prasad	0863	2234462	dco_gnt
8	Karimnagar	Sri G.Venkateshwara Reddy.	95878	2243520	dco_kmnr
9	Khammam	Sri R.S. Sastry	958742	224736	dco_kmm
10	Krishna (Machilipatnam)	Sri Tirupal	08672	2575713	dco_krsn
11	Kurnool	Smt I. Rama Devi	958518	277938	dco_ knl
12	Mahaboobnagar	Sri A.S.L.N. Murthy	958542	242503	dco_ mbnr
13	Medak Hqr Sangareddy	Sri Md. Yakub Ali	911	276526	dco_ mdk
14	Nalgonda	Sri T.Murali Krishna	958682	224365	dco_ nlg
15	Nellore	Sri NAgi Reddy	0861	2325863	dco_ nlr
16	Nizamabad	Sri M.Surender	958462	221005	dco_ nzbd
17	Prakasam(Ongole)	Sri P. Ravi Prakash	08592	232707	dco_ ong
18	Rangareddy	Sri V. Nageswara Rao	040	23235071	dco_ rr
19	Srikakulam	Sri R.Madhava Rao	08942	270661	dco_sklm
20	Visakhapatnam	Sri K.Ganapathi.	0891	2563864	dco_vsk
21	Vijjaya Nagarm	Sri V.I.Narasimha Rao	08922	273292	dco_vsnm
22	Warangal	Sri Rajesham	95870	2511169	dco_wgl
23	W.G. Dist (Eluru)	Sri K.B. Narasinga Rao	08812	230655	dco_wg

Complaint Redressal Systems

Name	Designation	Located	Telephone s/ Fax / e-mail
1) Sri D.R.Garg, I.A.S.,	Commissioner for Cooperation & Registrar of Coop. Societies, A.P. Hyderabad	3^rd Floor, Gruhakalpa, M.J.Road, Nampally, Hyderabad – 500 001	24613043 E-Mail : CCANDRCS@ap.gov.in
2) Sri P. Ramana Reddy	Additional Registrar	4^th Floor, Gruhakalpa, M.J.Road, Nampally, Hyderabad – 500 001	24650911 E-Mail : Ar2 @ ap.gov.in
3) Sri M.P.Subramaniam	Additional Registrar / Chief Auditor	3^rd Floor, Gruhakalpa, M.J.Road, Nampally, Hyderabad – 500 001	24743310 E-Mail : CCANDRCS@ap.gov.in
4) sri Khader Ali Khan	Additional Registrar	5^th Floor, Gruhakalpa, M.J.Road, Nampally, Hyderabad – 500 001	24613044 E-Mail : ar1@ap.gov.in
5) Sri P.Ratnam	Additional Registrar	4^th Floor, Gruhakalpa, M.J.Road, Nampally, Hyderabad – 500 001	24613042 E-Mail : ar2@ap.gov.in
6) Sri J.Aseervadam	Joint Registrar (Administration & Accounts)	4^th Floor, Gruhakalpa, M.J.Road, Nampally, Hyderabad – 500 001	24732164 – 119 e-Mail : jadmn @ap.gov.in
7) All District Cooperative Officers (by name)	District Cooperative Officer of respective district	District headquarters	Verify supra.

All complaints will be acknowledged by us within 7 days and final replay on action will be communicated within 30 days.

Consultation with our users :

We welcome suggestions from our users. Periodical Sahakara Sadassulu will be held in the districts. You are invited to participate in these Sadassulu. For details, you are requested to contact the District Cooperative Officer concerned.

We seek your Cooperation on the following :

Citizen Charter is an effort to improve the quality of service provided by us, by giving as much information as possible to the users. We request you to help us in the following way:

1. Bringing to the notice of the concerned officials the irregularities noticed in the Cooperative Societies for prompt action.

2. Bringing evidences if any available to the concerned officials for rectifying defects and mismanagement in the Cooperative , if any.

3. Bringing to the notice of the superior officials on delays etc., on the part of the lower officials in the Department.

Guide Book / Hand Book :

Handbooks are being published for the guidance of the users on various aspects of the services being rendered by the Department. It will be useful to the cooperatives as well as their members and as well to the public. These books will be available at nominal rates at the district offices and the Head Office during office hours, from 01-102003 onwards.

A web site is also being created at http://www.apcoopcreatrion@ap.gov.in/ from 01-11-2003 onwards.

We are committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN HANDS IN MAKING THIS CHARTER A SUCCESS.

A.P.STATE COOPERATIVE BANK LIMITED

HYDERABAD

CITIZEN’S CHARTER

VISION :

The vision of APCOB is to position a dynamic viable and sustainable Cooperative Credit system for meeting timely and adequately all credit needs of the people in rural areas, with focus on agriculture and rural development at affordable costs for transforming the rural economy of the State by 2007.

It is also the vision of the APCOB to transform itself in to a modern, dynamic and Cooperative Bank extending all the modern Banking services to the people.

SERVICES RENDERED :

The Bank is operating a 3 tier Cooperative Credit Structure. APCOB is at APEX level while the District Coop. Central Banks are in the middle level and the Primary Agricultural Coop. Societies are at the primary level. The PACS extend loans to their member farmers for the following purposes:

INVESTMENT CREDIT [TERM LOANS] :

Minor Irrigation Purposes	Like Bore / tube wells, submersible pumpsets, drip and sprinkler irrigation systems etc.,
Horticultural Purposes	Like raising of mango, citrus, lime, guava etc., orchards.
Plantation Purposes	Like eucalyptus, subabul, sericulture etc.,
Farm Mechanization Purposes	Like purchase of tractors, harvester combines, threshers etc.,
Land Development purposes	Like waste land development, reclamation of lands etc.,
Animal husbandry Purposes	Like dairy, poultry farming, fisheries, aquaculture etc.,

PRODUCTION CREDIT [CROP LOANS] :

Loans are given for raising crops like :

Irrigated crops	Like paddy, sugarcane etc.,
Commercial crops	Like groundnut, tobacco, chillies, cotton
Irrigated dry crops	Like maize, vegetables etc.,
Rainfed crops	Like jowar, castor, grams tec.,

APCOB and DCCBs extend loans directly for the following purposes :

1. Non-farm sector loans for establishing and running small businesses, transport, trade etc.,

2. For house building activities in urban & rural areas.

3. For Employees Cooperative Credit Societies.

4. Gold loans.

5. Consumer durable loans.

The APCOB and DCCBs extend the following Banking services.

1. All types / kinds of Deposit accounts.

2. Issue of Demand Drafts / Bankers cheque etc.,

3. Cheque discounting.

4. Safe Deposit locker facilities.

The APCOB is shortly starting anywhere Banking.

PROCEDURE FOR OBTAINING AGRICULTURAL LOANS

Long Term Loans :

Agricultural loans can be obtained by becoming a member of the PACS and submitting the filled in application with all the documents listed there in. Initially a share capital of Rs. 300/- has to be paid. After the loan is sanctioned, further share capital at the rate of 5% of term loan sanctioned has to be paid. In respect of term loans 1% evaluation fees on the estimated cost of investment has to be paid. Al the documents that are needed to establish the title of the applicant over the lands offered for mortgage have to be furnished. The feasibility of the proposal and the need for the loan have also to be established. Depending on the eligibility of the concerned PACS, the loan proposal will be admitted or rejected in the beginning itself. If admitted, the loan will be sanctioned within 21 days.

CROP LOANS :

To obtain crop loans the applicant has to submit the basic documents like Pahani, pass book etc., and also a declaration form creating a lien on his land in favour of the society. If the PACS is eligible to sanction further crop loans, such loan will be sanctioned within 10 days in the first instance and thereafter on the same day in the subsequent years. The member will be given a Cooperative Kisan Credit Card which enables him to repay and draw again as per his necessity. Further he can be assured of getting crop loan every year.

AVAILABILITY OF INFORMATION :

For agricultural loan necessary information can be obtained from the concerned PACS, branch of DCCB and DCCB HO. For information on other types of loans it can be obtained from the concerned branch / HO of DCCB and from branches or the HO of APCOB in respect of Twin Cities.

The rates of interest of different types on loans and deposits, quantum of loans etc., are dynamic in nature and are liable for frequent changes. Hence, the required information may be obtained at the moment of necessity.

CUSTOMER’S / BORROWER’S OBLIGATIONS :

The prospective borrowers should furnish all the necessary documents at one time which facilities loan sanction quickly.
The borrowers should utilize the loans taken promptly and fully for the intended purposes, so that they can reap the full benefit out of their investment.
The borrowers should promptly repay the loan installments as per the prescribed time schedule.
this being a Cooperative organization, the borrowers who are also the members and owners of the society, should take active part in the management of the society to keep it sound and viable. The persons who avail loan assistance form the cooperatives should patronize them with thrift and deposits.

COMPLAINTS :

In case of hardship or difficulties, complaint can be made to the following :

In respect of Agricultural loans	To the concerned Branch Manager or to the General Manager of DCCB.
In respect of other Loans	To the General Manager of DCCB.
In respect of APCOB	To the Managing Director of the Bank.

Sd/-

Managing Director

F.B.O

Dy. General Manager (P&D)

A P OIL FEDERATION

CITIZEN’S CHARTER

BACKGROUND :

Andhra Pradesh is one of the seven states considered for implementation of Vegetable Oil Project by the National Dairy Development Board, Anand. It has been registered under Andhra Pradesh Co-operative Societies Act, 1964 in Spetember, 1980 and actual operations started from April’ 1983.

AREA OF OPERATIONS :

The APOILFED operates in the districts of Mahabubnagar, Nalgonda, Khammam, Krishna, Gunture, Prakasham, Kurnool, Cuddapah, Anantapur, Chittoor, Nellore, East & West Godavari.

CORE FUNCTIONS OF APOILFED :

· Procurement and distribution of oilseeds.

· Oilpalm development.

· Consumer marketing of edible oils.

SERVICES RENDERED BY THE APOILFED :

· Area expansion by encouraging farmers to take up new areas under Oilpalm.

· Fertilizer and seedlings distribution to Oilpalm farmers.

· Procurement of Fresh Fruit Bunches (FFB) through collection centres as per the convenience of the farmers.

· Procurement of Groundnut, Sunflower, Safflower, Soyabean and Copra as the Nodal Agency of NAFED.

· Timely distribution of quality seeds at reasonable prices to the farmers.

· Seed Multiplication Programme for groundnut and soyabean by

· Procuring breeder seed from the Agriculture University.

· Sale of quality Groundnut Oil, Sunflower Oil, Soyabean Oil, Palmolein Oil, Gingely Oil, Coconut Oil and Vanaspathi in consumer packs at reasonable prices.

HOW TO ACCESS THE SERVICES OF THE APOILFED :

-----------------------------------------------------------------------------------------

SERVICE CONTACT

-----------------------------------------------------------------------------------------

1. FFB Procurement & Sri K.Brahmaji Rao,

Fertilizer distribution Manager (OPD),

APCOGF Ltd, 9^th Floor,

Parsirambhavan, Basheerbagh

HYDERABAD – 500 004

Tel No. 23211924 (O)

27131535 ®

Cell No. : 9848038761

Sri K.J.Prabhakar Rao,

Divisional Officer,

23-B, 4-45, Subbammadevi

High School Road, R.R.Pet,

ELURU – 534 002.

Tel No. 08812-242245 (O)

Cell No. 9848144973.

2. Seed Procurement Sri P.Sudhakar Rao,

Manager (P&I),

APCOGF Ltd, , 9^th Floor,

Parsirambhavan, Basheerbagh

HYDERABAD – 500 004

Tel No. 35502117 (O)

23564514 ®

Cel No. : 9848024218

3. Consumer Marketing Sri Y.Rambabu,

Manager (Mktg.),

APCOGF Ltd, , 9^th Floor,

Parsirambhavan, Basheerbagh

HYDERABAD – 500 004

Tel No. 23241534 (O)

55582798 ®

Cell No : 9849027740

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VIGILANCE OFFICER :

Sri D.Suryaprakasham,

Manager (OPD),

APCOGF Ltd, 9^th Floor,

Parsirambhavan, Basheerbagh

HYDERABAD – 500 004

Tel No. 23211924 (O)

23811120 ®

Cell No. : 9848021487

GRIEVANCES REDRESSAL MECHANISM

Any grievance / complaint / can be lodged with the office of the Managing Director, APOILFED, 9^th Floor, Parsirambhavan, Basheerbagh, HYDERABAD – 500 004. The grievance / complaint can also be lodged electronically at APOILFED’s website http://www.apoilfed@eth.net/

CITIZENS’ CHARTER : CIVIL SUPPLIES DEPARTMENT

1. F.P.SHOP RESERVATIONS

S.NO.	CASTE	%RESERVATION
1	SCHEDULED CASTE	15%
2	SECHDULED TRIBE	6%
3	BACKWARD CLASSES	25%
4	PHYSICAL HANDICAPPED	3%
5	WOMEN	30% of which 1% shall be reserved for widows of Ex-serviceman.

2. F.P.SHOP APPOINTING AUTHORITY

S.NO.	DISTRICT	AUTHORITY
1	VISAKHAPATNAM CITY & HYDERABAD	DISTRICT SUPPLY OFFICER
2	ALL DISTRICTS EXCEPT VISAKHAPATNAM & HYDERABAD	REVENUE DIVISIONAL OFFICER/SUB COLLECTOR

3. F.P.SHOP DEALERS APPOINTMENT

S.NO.

EDUCATIONAL QUALIFICATIONS

AGE

A pass in 10^th Class is the minimum educational qualification for appointment as F.P.Shop Dealer

Minimum 18 years

Maximum 40 years

Where no candidate is available with the said minimum qualification a candidate possessing lesser educational qualification may be appointed as F.P.Shop Dealer.

REVENUE DIVISIONAL OFFICER/SUB COLLECTOR

4. F.P.SHOP TIMINGS

S.NO.

DISTRICT

TIMINGS

WEEKLY HOLIDAY

HYDERABAD & VISAKHAPATNAM CITY

8.00 AM-12 Noon

4.00 PM-8.00PM

FRIDAY

ALL DISTRICTS EXCEPT HYDERABAD & VISAKHAPATNAM

7.00 AM-11 Noon

4.00 PM-8.00PM

SATURDAY

5. COMPLAINTS ON F.P.SHOPS

Complaints on F.P.Shops regarding late lifting of stocks in the month, irregular supply of essential commodities, late opening of the F.P.Shop, less weighment of the commodities etc.

a	HYDERABAD, VISAKHAPATNAM	Assistant Supply Officers, District Supply Officers, Joint Collector, Collector, Chief Rationing Officer and Legal Metrology Officials.
b	ALL DISTRICTS EXCEPT HYDERABAD & VISAKHAPATNAM	Mandal Revenue Officers, Revenue Divisional Officers, Sub-Collector, Joint Collector, Collector.

6. RATION CARDS

Sl.No	Item of Work	Time Limit	Authority to effect changes	Weighta-ge
1	Inclusion / Deletion of family members (by presentation to Area Rationing Office)	1) Same day on presentation of ration cards with required proofs necessary. 2) Within seven days if physical verification is necessary (for additions)	M.R.O. in Districts / A.SOs in Hyderabad & Secunderabad, Visakhapatnam	1%
2	Change in address within jurisdiction of the same F.P.Shop	Same day	M.R.O. (in districts) A.S.Os in Hyderabad & Secunderabad, Visakapatnam & Vijayawada
3	Issue of surrender certificate on transfer of family to other city of otherwise.	Same day	M.R.O. in Districts/ A.S.Os in Hyderabad & Secunderabad, Visakhapatnam.
4	Change in address including change in F.P.Shops	Within one week	M.R.O. in Districts/ A.S.Os in Hyderabad & Secunderabad, Visakhapatnam.	1%
5	Issue of new ration cards/family card with surrender certificate etc. within same State.	Within seven days	M.R.O. in Districts/ A.S.Os in Hyderabad & Secunderabad, Visakhapatnam.	1%
6	Issue of new ration cards in case of change	Within two weeks	M.R.O. in Districts/ A.S.Os in Hyderabad & Secunderabad, Visakhapatnam.	1%
7	Issue on new ration cards	One month after due verification	M.R.O. in Districts/ A.S.Os in Hyderabad & Secunderabad, Visakhapatnam.	1%
TOTAL				5%

DEPARTMENT OF FISHERIES

CITIZEN CHARTER

CITIZEN’S Charter of the Department of Fisheries has been designed to convey to the stakeholders about the services, the department would deliver, the following services as per the standards set forth the following areas.

v Grant of lease of fishery rights in the tanks is vested with the Department.

v Supply of fish seed from the Government fish seed farms.

v Issue of Fishing permits / Licenses.

v Seed quality and Disease diagnosis tests.

v Soil & Water quality analysis tests.

v Organization & Registration of Fishermen Cooperative Societies.

v Rendering technical guidance to aqua farmers / Fisher folk.

S.No.	Itenm of work	Time
1	Disposal of Fishery rights in Dept., tanks	1 week
2	Supply of Fish Seed	Same day
3	Issue of Fishing Permit . Licenses	Same day
4	Seed Quality Testing – Disease diagnosis	Same day
5	Soil & Water Analysis	Same day
6	Organization & Registration of Fishermen Cooperative Societies	70 days
7	Bifurcation of Fishermen Cooperative Societies.	90 days
8	Admission of new members	60 days
9	Disputes on member’s admission	60 days
10	Elimination of Bogus members	90 days
11	Registration of fisheries craft (MFR Act)	Same day
12	Issue of License	Same day
13	Processing & Forwarding of GAIS claim	1 month
14	Issue of Photo identity cards	Same day
15	Technical guidance to farmers	3 days
16	Preparation of Project Reports	7 days
17	Action on all representations	15 days

The following guidelines are given to implement the charter :

Availability of Forms & Information :

v All relevant forms and technical information should be made available with Fisheries Development Officer / AIF stationed at Mandal Head quarters.

Courtesy and Response :

v Every officer of the Dept is obliged to receive the citizen with a smile, offer a seat and attend to him with pleasing manners.

v A suggestion / complaint box is prominently displayed in every office.

v When an application is rejected, reasons for such rejection will be communicated.

v All applications are registered for orderly receipt and disposal.

Grievance Redressal :

v Every Monday is earmarked for redressal of citizen grievances and the head of the office should be available in H.Q. to receive grievances and in his absence notify the senior most officer to attend to the work.

Public Relations :

v An officer should be designated to look after public relations.

ANDHRA PRADESH MEAT DEVELOPMENT CORPORATION LIMITED.

SHANTHI NAGAR :: HYDERABAD -28

***

Present :- Dr.Md.Nissar Hussain,

M.Sc. Dairy P.G. (Australia)

MANAGING DIRECTOR.

Proc. No. 616/Estt/2002 Dated : 01-07-2003

Sub :- APMDE Ltd., - Formation and Evaluation of Citizen’s Charter.

Ref :- Govt.D.O.Lr.No.2651/GPM & AR/OSD/2003, dt : 24-5-2003.

***

The attention of all the Officers and Staff is invited to the reference cited, wherein the Government have evolve Certain procedures for speeding up the Official business with more efficiency.

The Corporation has evolved the Citizen’s Charter as detailed below and each employee is answerable to the public in case of deviation, without proper reasons therefore.

1) Inter Departmental matters (Within Corporation).

(a) Routine matters

Ex. Leaves

Section / T.O. /M.D. - 05 Days

(b) Other than routing matters.

Ex. Representations

Appeals,

Vigilance

Section / Section Head/ M.D. - 15 Days

Section/T.O.S.O.(M)/M.D. - 10 Days

2) The name of the ‘Nodal Officer in the corporation for service Charter monitoring and informations :

------------------------------------------------------------------------------------------------------------

Name Designation Phone Nos.

Office Residence

------------------------------------------------------------------------------------------------------------

DR. C.V. RAMA RAO Special Officer 23391321 23533566

(Meat)

------------------------------------------------------------------------------------------------------------

3) Suggestions for improving this service Charter are welcome and may be sent to Managing Director, A.P. Meat Development Corporation Limited, Shantinagar, Hyderabad. Phone No. 23391321, 23307156.

All the employees are requested to see that the Citizen’s Charter is

implemented in its true spirit in office. A Board Chart indicating the time duration for each Job / Work has been displayed in office Varandah for the sake of information of public.

MANAGING DIRECTOR

All the Officers in Office.

All the Staff members in Office.

Stock File.

Spare – 1.

Citizen’s Charter - Industries

1. Our Mission

To bring long term broad based benefits to the public and industry by increasing competition and choice through market processes by

· Promoting investment in the state

· Providing the right environment for capability and productivity building of the industry

· Regulating the industrial growth by market processes

· To ensure pollution free growth of industries in the state

· To create employment and increase the self-employment opportunities for the youth in the State.

· Providing interface of Industry with other Government, Non-Government agencies.

2. Our vision

· To make Andhra Pradesh the foremost industrialized state in the country

· To create 17 to 20 million new jobs by 2020

· To ensure 7 fold increase in per-capita income by 2020

· To achieve an average 10.9% industrial growth rate

3. Our Commitment:

· To extend courtesy to the investor

· To provide quality service

· Simple, Moral, Accountable, Responsive and Transparent Governance

· To disseminate information to industry

· To prepare investor friendly policies

· To provide escort services to encourage industrial ventures in the state

· Optimum utilization of resources available in the state

· To create world-class infrastructure and an environment that promotes investments in the state

· Through e-Governance give instant services to industry and Trade exchanges and eliminate industry interface with licenses.

· To make all target groups aware of Government policies

· Collect feed back from entrepreneurs and industry for improving service delivery

4. Our Services:

· To assist and guide the entrepreneurs to set up industrial units

· To enable the entrepreneur to get different industrial approvals & clearances from various departments at a single point

· To Register Small Scale Industry/Tiny Industry/ Small Scale Service & Business Enterprises in the spot.

· Sanction of incentives to eligible industrial undertakings

· To create a transparent and automatic system of allotment of Scarce Raw Materials like Coal / Molasses / Rectified Spirit / DS to industrial units

· To Arrange financial assistance to educated unemployed youth from Banks to set up their firms under Prime Minister’s Rozgar Yojana Scheme.

· To provide Marketing Assistance to local industrial units through Rate Contract.

· To Rehabilitate Sick Small Scale Industrial units

· To settle disputes arising due to non-receipt of payments to local SSI suppliers from various purchasers especially Government Departments by acting as arbitrator through the Industry Facilitation Council

Online Services:

· Providing SSI Provisional Registration at http://www.aponline.gov.in/

· Status of the applications under single window clearances at http://www.aponline.gov.in/

· Industry information in the website http://www.apind.com/

· Redressal of grievances of the entrepreneurs – mail address: ddgriev@inds.ap.gov.in

· Updation of production data of the industry

5. Our Clients

· Entrepreneurs

· Firms – sick and running

· Educated and unemployed youth

6. Expectations from our clients:

· To give information to industry

· To inform project opportunities

· To provide information on Policy issues

· Documentation and documentation procedures & application forms

· To exhibit status of processing of client’s applications for various services

· Whom to contact for what?

· Addresses and Phone Nos of the officers

· Use e-Governance

7. Standards of our services:

Sl. No.	Nature of the Service	Service delivery time period
1	Project Ideas	Across the table
2	Provisional Registration	Across the table/online (www.aponline.gov.in)
3	IL/EOU	In respect of IL/EOU permissions from Govt. of India, remarks to Govt. of India will be furnished within 10 working days from the date of receipt from Secretariat for Industrial Approval (SIA), New Delhi In respect of proposals to manufacture explosives, applications will be recommended to SIA within 7 working days on receipt of remarks from General Administration Department, Law & Order.
4	Credit Assistance 1. Financial Assistance under PMRY 2. Credit Assistance to SSI/TINY units 3. Credit from APSFC and Credit/Equity from APIDC	Sponsoring the applications to the Banks within 7 working days by the DICs after selection by the Committee Recommending SSI/TINY loan applications to the Banks within 7 working days along with the feasible report by the DIC. Within three working days
5	Clearances/Approvals required to set up an industrial undertaking under Single Window Act	Forwarding the applications to the competent authority within 3 working days
6	Non-Pollution Acknowledgement for non-polluting industries	DICs will issue the Ack. Within 5 working days
7	Hire purchase of machinery	DICs will forward the applications to NSIC within 7 working days
8	Permanent Registrations	Within 15 working Days from the date of receipt of application in DIC in complete shape.
9	Scarce Raw Materials 1. Coal 2. RS/DS for new industrial units 3. RS/DS for existing industries and Molasses for existing units	At district level (upto 100 MTs), the proposals will be recommended to Singareni Colleries within 20 working days. In case of above 100 MTs, the proposals will be recommended to Commissioner of Industries within 20 working days At State level (above 100 MTs), the proposals will be recommended to Singareni Colleries within 15 working days after receipt of proposal from DICs. DICs / COI will forward the applications for adhoc allotment to applications for adhoc allotment to the competent authorities within 3 working days through single window. DIC’s will recommend the units to Commissioner of Industries within 30 working days and which will be recommended to the concerned authorities within 15 working days
10	State Govt. Incentives 1. DLC cases (upto Rs. 15 lakhs) 2. SLC cases (Above Rs. 15 lakhs)	District Level Committee will sanction the incentives within 30 working days from the date of receipt of application in full shape. DIC will forward the claim to Commissionerate of Industries within 15 working days from the date of receipt of application in full shape. State Level Committee will sanction the incentives within 15 working days from the date of receipt of proposal from the General Manager, DICs.
11	Reimbursement of expenditure incurred in obtaining quality certification i.e. ISO/BIS 1. State Incentives 2. Central Incentives	DICs will forward the applications within 15 working days to Commissioner of Industries for sanction of incentives Commissioner of Industries will sanction the incentives within 15 sanction the incentives within 15 working days after receipt of application from DICs. DICs will forward the applications within 15 working days to Development Commissioner (SSI), New Delhi for sanction of incentives.
12	Marketing Assistance 1. Registration under Single Point program. (NSIC) 2. Registration under DGS&D	DICs will forward the application within 7 working days to NSIC
13	Revival of SSI sick units	Sanctions the incentives under AP Small Scale Industries Revival Scheme within 30 days after receipt of appraisal report from the concerned appraisal agency.

8. Contact Officers at State Level

S. No.	Service	Officers Sri.	Designation	Location	Tel No./E-mail
1	Project Ideas	N. Veerabhadra Rao	Joint Director (INDIC)	Commissionatrate	3202131 Ext.224 JD_INDIC@inds.ap.g
2	IL/EOU	N. Malleswara rao	Joint Director (CDCC)	Commissionatrate	3202131 Ext.211 JD_CDCC@inds.ap.g
3	Greivances relating to Large & Medium Industries	R. Venugopal Reddy	Additional Director	Commissionatrate	3202131 Ext.212 AddlDir2@inds.ap.go
4	Scarce Raw Materials	H. Sivaram	Joint Director (SIDIC)	Commissionatrate	3202131 Ext.238 mailto:JD_SSI@inds.ap.gov.i
5	Sanction of Incentives to SLC	R. Madhusudhana Rao	Joint Director (II)	Commissionatrate	3202131 Ext.223 JD_II@inds.ap.gov.in
6	Sanction of Incentives for BIS/ISO	Y.V. Rao	Joint Director (M)	Commissionatrate	3202131 Ext.230 mailto:JD_MKTG@inds.ap.g
7	Greivances relating to Small Scale Industries	I.V. Naidu	Additional Director	Commissionatrate	3202131 Ext.212 AddlDir1@inds.ap.go

9. Contact Officers At District Level

S. No.	Service	Name of the Officer	Designation	Location	Tel No/E-mail
1	Project Ideas	General Manager of the Concerned District Industries Centre	General Manager	Respective District Headquarters	As per the List
2	Provisional Regn.
3	Credit Assistance
4	Pollution Ack
5	Hire purchase of machinery
6	Permanent Regn.
7	Scarce Raw material
8	Incentives
9	Marketing Assistance
10	Incentives for ISO/BIS

Relevant Printed Application Forms are available at Respective District Industries Centre / Commissionerate of Industries and they can also down load from http://www.apind.com/

10. Our Monitoring System:

· Hon’ble Chief Minister reviews the performance of the industries department and industrial development in the state every month in the State Investment Promotion Board meeting

· Chief Secretary, Government of AP reviews the inter-departmental issues with senior officers of various departments and resolve user departmental issues.

· Production details of the 3,370 industries in the state are monitored on month to month basis

· Every month General Managers conference / Video Conference with all District Officers will be held monthly to review various programmes of industrial development.

11. Our resources:

· 95% of the departmental officers are Technical Graduates/Post Graduates

· All the District offices are equipped with modern office equipment

· An exclusive website developed to provide detailed information about the industries

· Increasing use of e-Governance

12. Redressal of Grievances

A. The Small Scale Industries may represent their Grievances to the SSI Cell in the Commissionarate of Industries for necessary help and Guidance and they can also E-mail to Dy Dir_SSIGrev@inds.ap.gov.in

B. The Large & Medium Scale Industries may represent their Grievances to the Grievance Cell in the Commissionarate of Industries for necessary help and Guidance and they can also E-mail to DyDir_LMGrev@inds.ap.gov.in

WE ARE COMMITTED TO IMPROVE OUR SERVICES TO CREATE INVESTMENT FRIENDLY ENVIRONMENT IN THE STATE AND WE SEEK YOUR COOPERATION IN OUR EFFORT.

District Industries Centers in the State

S. No.	District	General Manager Sri.	Office Address	Phone No	E-mail Address
1	Srikakulam	Y L Pradeep Kumar	7-4-30, New Colony	08942-225895	gmdic_sklm@inds.ap.gov.in
2	Vizianagaram	M. Anna Rao	Industrial Estate	08922-225478	gmdic_vznm@inds.ap.gov.in
3	Visakhapatnam	L Laxman	Industrial Estate	0891-2558166 0891-2558165	gmdic_vsk @inds.ap.gov.in
4	East Godavari	V.R.V.R. Naik	Industrial Development Area, Kakinada	0884-2344139 0884-2374291	gmdic_eg@inds.ap.gov.in
5	West Godavari	V. Sathyanarayana	Near Collectrate, Eluru	08812-230354 08812-231435	gmdic_wg@inds.ap.gov.in
6	Krishna	D. Thrimurthulu	Jawahar Auto Nagar, Vijayawada	0866-2555104 0866-2553673	gmdic_krsn@inds.ap.gov.in
7	Guntur	B. Pandu	Opp. Collectorte	0863-2234864 0863-2234931	gmdic_gnt@inds.ap.gov.in
8	Prakasham	V. Srinivasam	Nellore Road, Ongole	08592-233042	gmdic_prk@inds.ap.gov.in
9	Nellore	Ramakrishna	Industrial Estate	0861-2328658 0861-2324489	gmdic_nlr@inds.ap.gov.in
10	Chittor	B. Subba Rao	Industrial Estate	08572-228224 94402 74004	gmdic_ctr@inds.ap.gov.in
11	Ananthapur	N Subba Rao	DPAP Compound	08554-240005 08554-236232	gmdic_atp@inds.ap.gov.in
12	Kurnool	Azmath Khan	B-Camp	98518-230212 98518-233598	gmdic_cdp@inds.ap.gov.in
13	Cuddapah	S Kutubuddin	Income Tax Road, Smit Road	08562-252269 08562-244159	gmdic_knl@inds.ap.gov.in
14	Nizaqmabad	Ch. Rama Rao	Near Collectorate	08462-237153	gmdic_nzbd@inds.ap.gov.in
15	Adilabad	K Ramulu	Near Collectorate	08732-226450 08732-226660	gmdic_adb@inds.ap.gov.in
16	Karimnagar	P. Sambasiva Rao	Industrial Estate	08722-240378 08722-240916	gmdic_kmnr@inds.ap.gov.in
17	Mahaboobnagar	S. Yadagiri	Industrial Estate	08542-242292 08542-242088	gmdic_mbnr@inds.ap.gov.in
18	Nalgonda	K. Govinda Reddy	DIC, Nalgonda	08682-223078 08682-223417	gmdic_nlg@inds.ap.gov.in
19	Warangal	M. Laxmaiah	Industrial Estate, Mulug Road	08712-2427134	gmdic_wgl@inds.ap.gov.in
20	Khammam	K. Prasada Rao	Industrial Estate	08742-228279	gmdic_kmm@inds.ap.gov.in
21	Medak	G.Ramakanth Rao	Near PWD Office, Sangareddy	911-276529 911-274899	gmdic_mdk@inds.ap.gov.in
22	Ranga Reddy	V. Indra Sena Reddy	Balanagar X Roads, Hyderabad	040-23078149 040-23079168	gmdic_rr@inds.ap.gov.in
23	Hyderabad	M. Udayabhaskar	Musheerabad	040-27617652 040-27614708	gmdic_hyd@inds.ap.gov.in

Useful departmental websites

S No	Website address	Department / Agency
1	http://www.apind.com/	Commissioner of Industries
2	http://www.aponline.gov.in/	Govt. of AP
3	http://www.apspcb.org/	AP Pollution Control Board
4	http://www.aptranscorp.com/	APTRANSCO
5	http://www.apsdcl.com/
6	http://www.apeasternpower.com/
7	http://www.apcentralpower.com/
8	http://www.apnpdcl.com/
9	http://www.apgenco.com/	APGENCO
10	http://www.ercap.org/	AP Electricity Regulatory Commission
11	http://www.apiiconline.com/	AP Industrial Infrastructure Corporation
12	http://www.apiicestates.com/
13	http://www.apiicltd.com/
14	http://www.apsez.com/
15	http://www.apmines.com/	Department of Mines
16	http://www.scclmines.com/	Singareni Colleries
17	http://agri.ap.nic.in/	Department of Agriculture
18	http://www.aphorticulture.com/	Department of Horticulture
19	www.ap.nic.in/apforest	Forest Department
20	http://aplife.ap.nic.in/	Department of Labour, Factories, Employment
21	http://www.apidc.org/	AP Industrial Development Corporation
22	http://www.apsfc.com/	AP State Finance Corporation
23	http://www.apinfrastructure.com/	Industries & Commerce Department
24	www.aproads.com http://www.aptransport.org/ http://www.apinfrastructure.com/	Roads & Buildings
25		Transport Department
26		Infrastructure – Inds&com.Dept.
27	http://www.hydahyd.org/	Hyderabad Urban Development Authority
28	http://www.vepz.net/	Visakhapatnam Export Processing Zone
29	http://www.ap-it.com/	Department of Information Technology
30	http://www.stph.net/	Software Technology Park of India
31	http://www.itinfocity.com/	L&T Infocity (Hitec City)
32	http://www.msitprogram.net/	MSIT Program
33	http://www.iiit.net/	International Institute of Information Technology
34	http://www.genomevalley.org/	Biotechnology Park
35	http://dbt.nic.in/	Department of Bio-technology, GOI
36	http://www.biotech.co.in/	Department of Bio-technology, GOI
37	http://www.iciciknowledgepark.com/	ICICI Knowledge Park
38	http://www.spbiotechpark.com/	Biotechnology Park
39	http://www.techno-preneur.net/	CSIR
40	http://www.tifac.org.in/	TIFAC
41	http://www.aptdc.com/	AP Technology Development Centre
42	http://www.aptdc.com/	AP Industrial Technical Consultancy
43	http://www.iictindia.com/	Indian Institute of Chemical Technology
44	http://dipp.nic.in/	Department of Industrial Promotion
45	http://www.nic.in/	National Informatics Centre
46	http://www.fisheries.com/	Department of Fisheries
47	http://www.aptourism.com/	Department of Tourism
48	http://www.ciionline.org/	Confederation of Indian Industry
49	http://www.fapcci.org/ www.fapsia.com http://www.fapsia-apssicentre.com/	Federation of AP Chambers of Commerce & Industry
50		Federation of AP Small Industries Association
51		Federation of AP Small Industries Association
52	http://www.isb.edu/	Indian School of Business
53	http://www.cidex-tradefairs.com/	CIDEX trade Fairs
54	http://www.hitex.co.in/	HITEX, Exhibition complex
55	http://www.indiatradepromotion.org/	Indian Trade Promotion Organization
56	www.indiainfoline.com/sect	Industry Sectors information
57	http://www.aptelecom.gov.in/	Telephone Directory
58	http://www.scrailway.gov.in/	South Central Railway
59	www.aponline.gov.in/apportal/webdirectory/webdirectory.aspx	Govt. of AP Web Directory

ORGANOGRAM – DIC

GM – General Manager IPO – Industrial Promotion Officer CSR – Cooperative Sub- Registrar

COMMISSIONERATE OF TENDERS, HYDERABAD

CITIZENS CHARTER

1. AIM :

The purpose of this charter is to achieve Transperancy / efficiency in Public Service.

2. SERVICES DELIVERED :

a) Evaluation and approval of tenders of Public Works costing above Rs. 1 crore pertaining to Irrigation and Roads & Buildings Departments and National Highway Works of above Rs. 5 crores.

b) Render advice in all matters pertaining to evaluation and processing of tenders and assist Government in bringing out tender reforms from time to time.

3. SERVICE DELIVERY PARAMETERS :

Our aim is to achieve the following service delivery parameters :

Nature of Service

Service Delivery Standards i.e. Time Limit for Disposal

1) Approval of tenders received from

respective Chief Engineers

Within a Week.

2) Clarifications / Advice on any

matter pertaining to Evaluation of

tenders

Within 3 Days

4. AVAILABILITY OF INFORMATION :

Information on the following subjects can be obtained from the officers listed below :

Information Relating to

Name and Designation of the Officer

Phones Office / Residence

1) Tenders under process

in COT

1. Sri A. Krishna Murthy,

Superintending Engineer

3225451 (O)

3537700 ®

2) Clarification on any matter pertaining to evaluation of tenders

2. Sri Gopala Krishna

Executive Engineer

3. Sri N.Ranga Reddy

Executive Engineer

3225451 (O)

3831984 ®

3225451 (O)

4073297 ®

5. COMPALINT REDRESSAL SYSTEM :

Courteous and helpful service will be extended by all the staff. If you have any complaints to make in the delivery of the above services, you are welcome to register your Complaints with the following officers :

Name	Designation	Phone
1. Sri A. Krishna Murthy,	Superintending Engineer	3225451
2. Sri Gopala Krishna	Executive Engineer	3225451
3. Sri N.Ranga Reddy	Executive Engineer	3225451

You can also send your complaints through posts.

All complaints will be acknowledged by us within a day and final reply on the action taken will be communicated within 4 days.

6. GUIDELINES :

We have published working guidelines for effective processing of tenders and circulated to all the Chief Engineer / Superintending Engineers of Irrigation, Roads and Buildings Departments. They are also available for reference in the office.

7. SUGGESTIONS :

We welcome suggestions from our users, for improving our services and we seek your co-operation in this regard.

Citizens’ Charter is a joint effort between us and you to improve the quality of

service provided by us.

We request you to help us by pointing out the delay in our service and the

officer responsible for the same.

We are committed to constantly improve the services being offered under the

Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS.

COMMISSIONER

HANDICRAFTS DEPARTMENT

FORMAT FOR CITIZENS’ CHARTER

The Aim/purpose of this charter is to work for better quality in public service.

(Enumeration of services delivered by the department ) we deliver the following services :-

a. Marketing b. Conducting c. Conducting

Handicrafts Exhibitions Training Programmes.

Our aim is to achieve the following service delivery/quality parameters.

Name of Service Service Delivery Standards Remarks

Time Limit (days/hours/minutes)

Availability of Information on the following subjects can be obtained from our officers listed below :

1.Information relating to	2. Name of the Officer	3. Designation	4. Located at	5.Telephone/Fax/ E-mail
a.	L.S.R.Sastry	Sr. Manager	Hyderabad	27616461/107
b.	R.Prabhakar Rao	Sr. Manager	Hyderabad	27616461/109
c.	Smt. Naaz Baquer	Dy. Manager	Hyderabad	27616461/104

Complaint redressal systems.

Name	Designation	Located	Telephone / Fax / E-Mail
a. Smt. Naaz Baquer	Dy. Manager	A.P. Handicrafts Development Corporation, “Hasthakala Bhavan”, R.T.C.Cross Roads, Musheerabad, Hyderabad.	27616461/ Extn. 104

We have also created a web site for registering complaints at http://www.aphandicrafts.gov.in/ and you are welcome to use this facility.

Centralized customer care center / grievance redressal center is also available at Head Office/Lepakshi, R.T.C.Cross Roads, Hyderabad where you can lodge your complaint.

All complaints will be acknowledged by us within 3 days and final reply on the action taken will be communicated within 7 days.

Concultation with our users/stakeholders.

We welcome suggestions from our users. We have put suggestion box in all out Showrooms.
We conduct polls.
We hold periodical meetings with users/user representatives and if you wish to be associated with this please contact us
Please also enter your details at our web site http://www.lepakshihandicrafts.gov.in/ indicating your willingness to be available for consultation, survey on the points onlisted in the Charter.

We seek your co-operation on the following.

Citizen’s Charter is a joint effort between us and you to improve the quality

of service provided by us and we request you to help us in the following way (Give details relevant to the concerned Departments)

a) by giving valuable suggestions.

Guide Book/Hand Book/Consumer Helpline.

We have published a Handbook for the guidance of our customers.

Our Helpline Number is 7616461 Extn. 104

Our Customer information center is located at 7616461 Extn. 104

We are committed to constantly revise and improve the services being offered under the Charter.

A. P. INDUSTRIAL DEVELOPMENT CORPORATION

CITIZEN’S CHARTER

1. The Aim/Purpose of this charter is to work for better quality in public service

2. We deliver the following services to investors:

· Equity Participation

· Term Loan

· Medium Term Loan

· Short Term Loan

· Loan for Acquisition of Pre-Existing Productive Assets

· Bill Discounting Scheme

3. Our aim is to achieve the following service delivery/quality parameters:

Name of the Service (Sanctions)	Service Delivery Standards Time Limit (days/hours/minutes)
a. Equity Participation	45 days
b. Term Loan	45 days
c. Medium Term Loan	30 days
d. Short Term Loan	30 days
e. Loan for Acquisition of Pre-Existing Productive Assets	30 days
f. Bill Discounting Scheme	15 days

4. Availability of Information:

Information on the following subjects can be obtained from our officers listed below:

Information Relating to	Designation of the Officer	Located at	Telephone/Fax/ E-mail
a. Equity	DGM (Projects)	APIDC, Hyderabad	apidc@ap.gov.in apidc@rediff.com
b. Term Loan	DGM (Projects)	APIDC, Hyderabad	apidc@ap.gov.in apidc@rediff.com
c. Medium Term Loan	DGM (Finance)	APIDC, Hyderabad	apidc@ap.gov.in apidc@rediff.com
d. Short Term Loan	DGM (Finance)	APIDC, Hyderabad	apidc@ap.gov.in apidc@rediff.com
e. Loan for Acquisition of Pre-Existing Productive Assets	DGM (Finance)	APIDC, Hyderabad	apidc@ap.gov.in apidc@rediff.com
f. Bill Discounting	DGM (Finance)	APIDC, Hyderabad	apidc@ap.gov.in apidc@rediff.com

5. For information outside office hours, please contact:

Deputy Manager (Administration & PR)

Availability of prescribed forms:

Title of the Form	Fee to be paid	Whom to contact
Financial Application (soft copy)	Rs.100/- in case or DD drawn in favour of APIDC Ltd., payable at Hyderabad	AGM (Projects)
Tender Forms for purchase of assets of sick units	Rs.1000/- in cash or DD drawn in favour of APIDC Ltd., payable at Hyderabad	General Manager (Asset Management Cell)
Industrial Directory of APIDC assisted units (soft copy)	Rs.150/- in cash or DD drawn in favour of APIDC Ltd., payable at Hyderabad	Manager (MIS)

Forms are also available in the web at http://www.apidc.org/ and can be downloaded.

6. Complaint redressal systems:

Designation of the Officer

Located at

Telephone/Fax/E-mail

Executive Director

APIDC, Hyderabad

apidc@ap.gov.in

apidc@rediff.com

Executive Director

APIDC, Hyderabad

apidc@ap.gov.in

apidc@rediff.com

7. A centralised customer care centre/grievance redressal centre is also available at APIDC, Ist Floor, Parisrama Bhavanam, Hyderabad-500 004, where you can lodge your complaints.

8. We will acknowledge all complaints within 2 days and final reply on action taken will be communicated within 7 days.

9. Consultations with users/stakeholders:

¨ We welcome suggestions from our users.

¨ We send Feedback Formats to the entrepreneurs.

¨ We hold periodical meetings with users/user representatives and if you wish to be associated with this please contact DGM (Projects), APIDC, at Hyderabad.

¨ Please also enter your details at our website http://www.apidc.org/ indicating your willingness to be available for consultation, survey on the points enlisted on the Charter.

10. We seek your co-operation on the following:

Citizen’s Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way:

¨ Furnish all relevant information enlisted in the Application Form for Financial Assistance.

¨ Fulfil all the terms and conditions stipulated in the Sanction Letter issued by the Corporation.

11. Guide Book/Handbook/Consumer Helpline

We have published a Brochure/Handbook for the guidance of our customers. Please contact AGM (Projects) OR Manager (MIS) for more details.

Our Customer Information Centre is located at Parisrama Bhavanam, Basheer Bagh, Hyderabad -500 004.

We are committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS!

ANDHRA PRADESH STATE FINANCIAL CORPORATION

CITIZEN’S CHARTER

01 The Aim/Purpose of this charter is to work for better quality in public service.

· APSFC has already obtained ISO certification of 9002:1994 Series.

· The quality policy of the Corporation aims to be the leading term lending financial institution in the State by providing adequate and timely financial assistance to its customers for industrialisation specifically in tiny and small scale sectors.

· The Corporation shall ensure customer satisfaction through professional management and teamwork with commitment to implement the requirements of ISO 9001-2000.

· The Corporation shall also review and improve continually the suitability and effectiveness of quality management system and its quality objectives.

02 (Enumeration of services delivered by the department) we deliver the following services:

a) Sanction of term loans (TL)

b) Sanction of working capital term loans (WCTL)

c) Legal/Execution of security documents for all term loans

d) Disbursement of all term loans and working capital loans

03 Our aim is to achieve the following service delivery/quality parameters:

Nature of Service	Service Delivery standards Time limit (days/hours/minutes)	Remarks
a) Sanctions of all TL & WCTLs	Branch level sanction – 4 days Zonal level sanction – 9 days HO level sanction – 32 days	Management is of the opinion to take much care and steps to reduce the lead time further
b) Execution of loan security documents (legal formalities )	Branch/Zonal level sanctions – 7 days HO sanctions – 14 days
c) Disbursement	Within 2 days ( after completing the legal formalities)

04 Availability of information: Information on the following subjects can be obtained from our officers listed below:

1. Information	2. Name of the Officer	3. Designation	4. Location	5.Telephone/ Fax/E-mail
a) Loan enquiry		DGM (DPI)	HO, Hyd.
b) HO sanctions Br. & Ops. Zone Screening/Sanction Committee	Concerned Branch Managers (BMs)	GM (proj.) As per the list Furnished	HO, Hyd
c) Disbursements for all loans	Concerned Branch Managers (BMs)	As per the list Furnished

05 For information outside office hours, please contact:

Availability of prescribed forms :

Title of the Form	Fee to be paid	Whom to contact
a) Loan applications upto Rs.10.00 lakhs	Rs.150/-	Concerned BM
b) Loan applications above Rs.10.00 lakhs & upto Rs.150.00 lakhs	Rs.300/-	-do-
c) loan applications above Rs.150.00 lakhs	Rs.500/-	-do-

Service Charges:

Apart from the above, service charges for the term loans upto Rs.5.00 lakhs is Rs.1,000/- and for above Rs.5.00 lakhs @ 0.4% on the applied loan amount.

Service charges for additional working capital term loans applied within six months from the date of closure and with existing security - @ 0.02% on the applied amount.

Sick units books: Hand book on sick units available for sale – Rs.200/-

06 Complaint redressal systems (at Head Office and Branch Offices):

Name

Designation

Located

Telephone/fax/

e-mail

a) Current officer holding the post

Managing Director

HO., Hyd

e-mail : apsfc@hd1.vsnl.net.in

b) Branch level

Branch Manager (BMs)

As furnished in the list of addresses.

We have also created a web site for registering complaints at http://www.ap-sfc.com/. And you are welcome to use this facility.

07 All complaints will be acknowledged by us within 7 days and final reply on the action taken will be communicated within 30 days.

08 Consultation with our users/stakeholders:

· We welcome suggestions from our users.

· We hold periodical review meetings for every three months with users/user representatives and if you wish to be associated with this please contact HO/Branch.

· Please also enter your details at our web site http://www.ap-sfc.com/ indicating your willingness to be available for consultation, survey on the points enlisted in the Charter.

09 We seek your co-operation on the following:

Citizen’s Charter is joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way (give details relevant to the concerned Department):

a) To furnish relevant information/documents such as land documents, machinery quotations, civil estimates, bio-data, solvency declarations, etc., and other documents pertaining to the proposed projects, seeking all term loans and working capital term loans.

b) To furnish relevant information/documents pertaining to disbursement of all term loans and working capital term loans after execution of security documents.

10 Guide Book/Hand book/Consumer Helpline:

We have published a hand book on our schemes for Financial Assistance and Lending Policy for the financial year 2002-2003.

We have also published a hand book on sick units available for sale.

Other information :

a) Dy. General Manager (DP&I), Head Office, Hyderabad for loan Enquires.

b) Concerned BMs at Branches as per list furnished above.

We are committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS!

DEPARTMENT OF HANDLOOMS AND TEXTILES

Weavers’ Charter

“Creating prosperity for weavers by combining Welfare in Wrap with the Wealth in Weft.”

1. Our Mission:

The Handlooms and Textiles Department is dedicated to:

a) Fulfill the role in Vision 2020 by concentrating on garment manufacturing which has been identified as growth engine.

b) Participate and fulfill the role in the employment generation mission of Vision 2020.

c) Implementation, monitoring and review of Handloom policies, programmes and schemes to enhance the socio-economic conditions of weavers in the State.

d) Extend financial support to Apex and Primary Weaver Cooperative Societies for effective implementation of various developmental and welfare schemes which are aimed to benefit Handloom weavers/powerloom weavers.

e) Support the Handloom and Textile Sectors in upgrading – skill, knowledge market infrastructure, health and living conditions.

2. Our Values:

The Handloom and Textiles Department is committed to:

a) Recognise the needs and welfare of all weavers in the State.

b) React with clarity in implementing with suitable programmes/schemes.

c) Reach every nook and corner of the Handloom and Textile Sector with a helping hand.

3. Our Commitment:

a. To work towards the overall development and growth of handloom weavers.

b. To regularly monitor the implementation of schemes and receive suggestions for effective implementation.

c. To support the Handloom and Textile sector at large in the areas of Human Resources Development, Infrastructure, Marketing, Raw material, Supply, Design input, Finance, Export, etc.

d. To negotiate with all related agencies, organisations, other departments to better further the support system.

e. To monitor the implementation of various Developmental and Welfare schemes meant for Handlooms and Textiles sector till the expected goals are achieved.

f. To incur expenditure in schemes with transparency, accuracy, consistency, quick reach, and result orientation.

g. To identify the problem areas in Handlooms and Textiles sector, make analysis and entrust to concerned persons for redressal.

h. To periodically review the schemes to ensure continuous effort to upgrade skills of the weavers and to motivate them to cope with the changing world scenario.

i. To extend and strengthen the extension services at the field level, to bridge the design gap and techno gap facing the weavers.

j. To involve reputed designers and design institutions like NID and NIFT to facilitate weavers to shift to garments and help them to weave fabrics which are suitable for garment for the new market.

4. Our Reach:

To reach weavers in Cooperative and outside the Cooperative fold, Weavers’ Cooperative Societies, Apex bodies, Corporations, entrepreneurs, processors, printers, exporters, industrialists engaged in production, processing, weaving, designing, crafting, and printing Handloom Textiles in organised, unorganised sectors in Urban, Semi Urban and Rural areas through:

a) Our focal point, i.e., Office of the Commissioner, H&T & DC, AEPs, IVth floor, BRKR Bhavan, Tank Bund Road, Hyderabad.

b) Andhra Pradesh Handloom Weavers Cooperative Society Limited (APCO), Narayanaguda, Hyderabad.

c) Regional Directors’ Offices at Hyderabad, Warangal, Tirupathi, Ongole and Rajahmundry.

d) Deputy Directors’ (Enforcement) Offices at Hyderabad, Warangal and Tirupathi.

e) Assistant Directors’ Offices at all head quarters except in Ranga Reddy, Khammam and Visakhapatnam.

f) Divisional Marketing offices of APCO in the State.

g) Pragada Kotaiah Memorial IIHT, Venkatagiri, Nellore District.

h) Telugu Chenetha Parisramika Sikshana Kendram, Hindupur, and Weavers’ Training Centre at Karimnagar.

Each of our above offices in committed to help the weavers and set standards of performance by which the quality of services and their dedication to perform it can be assessed.

5. Our Activities:

From our focal point at Hyderabad – Processing of proposal under various schemes after clearance by SLMC, monitoring and evaluation of implementation of schemes, continuous interaction with District Officers and other implementing agencies for effective implementation and review till all objectives are fulfilled and through:

a) APSHWCS Ltd., (APCO) - Supply of raw material and market support to member cooperatives.

b) Regional Deputy Director - Textile Sector covering Powerlooms, Processing, Sizing, Spinning, Hosiery and Apparel wings.

c) Deputy Director (Enforcement) - Enforcement of Handlooms Reservation Order, Powerloom clusters, Insurance, and Housing to Powerloom workers.

d) Assistant Directors – Implementation of all Government Schemes, District Registrar of Primary Weavers’ Cooperative Societies.

e) Divisional Marketing Officer, APCO, Procurement and Marketing of Handloom cloth, Technical guidance to primaries.

f) SPKM IIHT - HRD, Skill upgradation.

g) Training Centre – HRD, Skill upgradation, Training.

6. Our Schemes:

a) Scheme of supply of yarn at mill gate price (input related scheme).

b) Deendayal Hathkargh Protsahan Yojana (Development Scheme).

c) Workshed-cum-Housing, Thrift fund, Group Insurance, Health Package (Welfare schemes).

d) DEPM, Exhibitions and District Level fair, Buyer-Seller meets (Marketing schemes).

e) Setting up enforcement machinery to implement Handloom Reservation Act.

f) Establishment of textile parks and Apparel Export Parks – Conduct training programmes in garment making (HRD scheme).

g) Training programmes to powerloom workers (HRD scheme).

7. Our Functionary Role:

a) The Assistant Director (H&T), The District Level functionary shall ensure that:

i. All the eligible weaver members of cooperatives enrolled in Thrift fund-cum-Savings and Security Scheme and all claims are sent to LIC in 15 days and money received within 45 days.

ii. All the weavers above age of (60) years get monthly pension under State scheme and the spouse of deceased weavers gets Family pension under Family Pension Scheme to be approved.

iii. All the eligible weavers suffering from occupational diseases covered under Health Package Scheme and provided with adequate medical assistance and medicines.

iv. The weaver localities provided with drinking facility through Bore Wells, Hand bores, Dug wells, etc.

v. Every weaver member is given access to design and technology.

vi. To concentrate on weavers outside the cooperatives fold.

vii. The role of Registrar is performed with honesty, transparency and within the statutory time frames.

b) The APCO, the marketing agency for member cooperatives shall ensure:

i. Provision of adequate work to all the weaver members of affiliated cooperatives.

ii. Qualitative and quantitative supply of raw materials procured from Government Organisations like NHDC, NTC, etc.

iii. Lesser carrying cost on the inventory procuring market driven products.

iv. Accountability on the concerned Technical Assistant/Procurement Officers for the loss caused on the handloom products not sold within (3) months from the date of receipt in the showroom.

v. Conduct of vigorous market surveys to develop marketable products and to become lead supplier in the market.

8. Our Monitoring:

i. State Level Monitoring Committee.

ii. District Level Monitoring Committee.

iii. Society/Implementing Agency Level Monitoring/Implementation Committee.

9. Performance Standard:

i. Continue to publicise programmes and schemes.

ii. Update database to serve better.

iii. Welcome suggestions and advice to improve performance standards to the best of satisfaction.

iv. Ensure to be a no reminder office.

v. Take quick decisions and check delays level jumping system.

vi. Extend judicious physical and financial support.

vii. Introduce compensation payable to weavers for delays on the part of District Offices and Territorial Offices and gradually move to complete recipient monitoring.

viii. To set a time frame or all schemes and programmes.

10. Complaints:

i. Aimed to settle complaints within 15 working days, if not, reasons for the delay and the likely time to be informed.

ii. May be lodged through telephone, letter, fax or visit to concerned officers.

DEPARTMENT OF HANDLOOMS AND TEXTILES

ANDHRA PRADESH KHADI AND VILLAGE INDUSTRIES BOARD

HYDERABD

CITIZEN’S CHARTER

1. The Aim / Object / Purpose of constitution of this charter is to work for better quality in service to the public

2. We deliver the following services :-

a. Generate rural employment under Margin Money Scheme of Khadi & Village Industries Commission, Mumbai.

b. Impart training in Village Industries Schemes.

c. Arrange financial assistance through Co-operative Banks / Nationalised Banks / RRBs / for viable projects.

d. Provide marketing assistance for Khadi & Village industries products.

3. Our aim is to achieve the following service delivery / Quality parameters

Nature of Service	Service delivery standards (Time Limit)	Remarks
a. Sanction of Margin Money	Within 45 days from the date of receipt of proposals in full shape at H.O.	Subject to availability of KVIC funds under the scheme.
b. Conversion of MM in to Grant	Within 15 days from the date of receipt of proposals in full shape at District Office of the Board.	The D.O / F.M in the District Office in coordination with the concerned Bank will take steps for conversion of Margin Money into Grant on completion of 2 years of successful implementation.
c. Release of pledged / Mortgaged documents.	Within 20 days from the date of clearing of loan and interest and after conversion of MM into grant.	Under pattern approach and CBC programme.
d. Imparting of Training	As and when the batch starts in the trade applied for.	Schedule “A” indicating the nature of industry and the duration of training.

Availability of information on the following subjects can be obtained from our officers list below.

Information relating to

Name of the Officer

Designation

Located at

Telephone / Fax &

E-Mail

a. Submission of proposals for sanction of Margin Money Scheme details about the Scheme.

District Officer as per Schedule

F.M / D.O

District Head Quarters

As per Schedule B

b. Sanction of M.M

Sri B. Shyam Rao

F.M

H.O.

Hyderabad

3399645.

Ext: 307

c. Overdue position

a. At Head Office

b. District Office

Sri Surender Reddy

As per schedule

F.A&CAO

F.M/D.O

H.O.

Hyderabad

Dist.H.Qts.

3397253

As per Schedule B

d. release of securities

a. At head Office

b. District Office

Sri B. Shyam Rao

As per schedule

F.M

F.M/D.O.

H.O. Hyd

Dist H.Qts.

3399645

Ext: 307

As per schedule B

e. Imparting of Training

Sri B.K.V. Gupta

Principal

KGMV

Rejendranagar

4015089

f. Marketing

Sri B.Nageswar

General Manager

Khadi-n-Craft Humayunnagar Hyderabad

3399207

g. General Information

a. At Head Office

b. District Office

Sri B.K.V.Gupta As per Sehedule

Dy. CEO

F.M/D.O

H.O, H’nagar

Hyderabad

Dist. H.Qts

3397353

As per schedule B

For information out side office hours, please contact:-

At Head Office

1. Sri B.K.V.Gupta - Dy. Chief Executive Officer

Ph. 3516492 (040)

2. Sri B. Surender Reddy - Financial Advisor and

Chief Accounts Officer

Ph. 7171266 (040)

At Districts

1. As per Schedule ‘B’ - D.O/F.M at District Offices

as per Schedule B

Availability of Prescribed forms:-

Title of the Form

Fee to be paid

Whom to contact

a. Application for sanction of MM

Nil

D.O/F.M at Dist

H.Qts as per schedule B

b. Application for conversion of MM into Grant

Nil

D.O/F.M at Dist

H.Qts as per schedule B

Complaint redressal systems :-

Name Designation Located Telephone/Fax/E-Mail

B.K.V.Gupta Dy.CEO(Vigilance H.O),Hyderabad 3397353 (o)

Fax: 3516492 ®

All complaints will be acknowledged by us with in 10 days and final reply on the action taken will be communicated with in 30 days.

Consultation with our uses/beneficiaries:-

a) We welcome suggestions from our beneficiaries/public.

b) We hold periodical awareness camps with beneficiaries / representatives of the beneficiaries. If you wish to be associated with us please contact our D.O/F.M at the relevant District H.Qts or the Chief Executive Officer/Dy. Chief Executive Office, at Head Office, Hyderabad.

We seek your cooperation on the following:-

Citizens’ Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way.

In effective grounding of the project as per schedule.
In overcoming the set backs in proper implementation of projects.

Guide Book/Hand Book/Consumer Helpline:-

We have published a hand book (PALLE SEEMALA PATTU GOMMALU GRAMEENA PARISRAMALU) for the guidelines of our beneficiaries.

Please contact Statistical Information Office for more details.

Our Help line number is 3399645 – Ext: 321

We are committed to constantly revise and improve the services being offered under the charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS

Sd/- G. Narendranath

Chief Executive Officer

GOVERNMENT OF ANDHRA PRADESH

DEPARTMENT OF EMPLOYMENT AND TRAINING : AP : HYDERABAD

CITIZEN’S CHARTER

---------------------------------------------------------------------------------------------------------------------

I. THE AIM / PURPOSE OF THIS CHARTER :

The aim of this Charter is to outline clearly the services offered by the Employment Exchanges of Department to different categories of citizens. The very purpose of the Citizen’s Charter is for providing transparent and responsive administration as contemplated in (E) SMART.

II. THIS DEPARTMENT PROVIDES THE FOLLOWING SERVICES :

1. Registration 2. Renewal 3. Updating

4. Sponsoring 5. Career Guidance Service

6. Occupational Information Service

7. Forwarding of applications to employers.

III. OUR SERVICE TIME FRAME :

(A) TO CANDIDATES :

ITEM OF WORK	RESPONSE TIME		WHOME TO CONTACT
ITEM OF WORK	Minimum	Maximum	WHOME TO CONTACT
1. Registration for Employment Assistance	30 Minutes	2 Hours	Registration Asst.
2. Renewal of Registration.	30 Minutes	2 Hours	Renewal Asst.
3. Updating of Record	30 Minutes	2 Hours	Dist. Emp. Officer/ Emp Officer (VG)
4. Enquiries / Grievances	15 Minutes	1 Hour	- do-
5. Transfer of Registration.	Same Day		- do-
6. Forwarding of applications against the vacancies advertised by Central Employment Exchange.	Within 3 days after the last date.		- do-
7. Occupational Information	Same Day		- do-

(B) TO EMPLOYERS :

-------------------------------------------------------------------------------------------------------------------------------

1. Guiding Employers about the provisions 15 Minutes 30 Minutes Dist.Emp.

of the Employment Exchange (CNV) Officer

Act, 1959.

2. Sponsoring of Candidates. Within 2 days - do-

-------------------------------------------------------------------------------------------------------------------------------

IV. AVAILABLE OF FORMS AND INFORMATION TO CANDIDATES AND EMPLOYERS :

(A) CANDIDATES :

NAME OF THE FORM PERSON TO CONTACT

--------------------------------------------------------------------------------------------------------------------------------------------

1. Registration Form Registration Assistant

2. Information about what documents to get for Registration Registration Assistant

(B) EMPLOYER :

1. Vacancy Notification form Junior Employment Officer

2. ER-I Quarterly Return / Form Junior Employment Officer

3. ER-II Biennial Return / Form Junior Employment Officer

4. Information about filling these forms. Junior Employment Officer

V. OFFERING COURTEOUS AND HELFUL SERVICE :-

OFFERING TO CONTACT :

-------------------------------------------------------------------------------------------------------------------------------

Name of the Officer Designation Phone Nos.

---------------------------------------------------------------------------------------------------------------------

1. Sri Dist. Emp. Officer

2. Sri Emp. Officer (VG)

3. Sri Jr. Emp. Officer

VI. COMPLAINT :

WHOME TO CONTACT

-------------------------------------------------------------------------------------------------------------------------------

DESIGNATION PHONE/FAX ADDRESS

-------------------------------------------------------------------------------------------------------------------------------

i) Sri D.E.O

ii) Sri R.E.O.

iii) Sri D.E.&T.

-------------------------------------------------------------------------------------------------------------------------------

IMPROVEMENT SUGESSIONS

-------------------------------------------------------------------------------------------------------------------------------

NAME OF THE OFFICER DESIGNATION ADDRESS

--------------------------------------------------------------------------------------------------------------------------------------------

1. Sri S.K.Jani Jt.Director (EMP) 3^rd Floor, BRK Bhavan,

Tank Bund, Hyderabad -63.

2. Sri M.Madana Mohana Rao Dy.Director (EMI) 3^rd Floor, BRK Bhavan,

Tank Bund, Hyderabad -63.

--------------------------------------------------------------------------------------------------------------------------------------------

VII. CITIZENS INITIATIVE FOR BETTER SERVICES :

A) TO CANDIDATES :

i) Meet the Officer.

ii) Please read the displayed information & speech career guidance.

iii) Please surrender Employment Card if no longer required.

iv) Renew your Registration Card within stipulated time.

B) BETTER SERVICES – EMPLYER ROLE :

i) Notification of Vacancies.

ii) Intimation of results of selection to the Employment Exchange (within 15 days from the finalization of result).

iii) Follow the rule of reservation if applicable.

iv) Send call letters to the candidate by Registered post giving him at least 15 days time.

v) Collect and return the Employment Card of the selected candidates to the respective Employment Exchange.

vi) Send the periodical returns.

Sd/- V.Vendatrami Reddy

DIRECTOR (FAC)

Employment & Training

AP : HYDERABAD

DEPARTMENT OF LABOUR

CITIZEN’S CHARTER

MAJOR FUNCTIONS OF THE DEPARTMENTAL OFFICERS:

The following time limits are prescribed for issuing registration and license under Labour Laws and for disposal of grievance and complaints on non enforcement of the Labour Laws.

ASSISTANT LABOUR OFFICERS:

Registration of Shops and Establishments - within 14 days

Complaints for enforcement of closure of shops on Sundays

and on Holidays - within 14 days

Night visits for ensuring closing hours - within 3 days

Non-implementation of Minimum Wages – inspections - within 7 days

Disposal of the grievances by way of arranging spot payment or

filing claims before the appropriate authority - within 7 days

LABOUR OFFICERS:

Registration of Motor Transport Undertaking - within 7 days

Registration of Beedi and Cigar Establishments - within 7 days

Complaints of non-enforcement of Minimum Wages-

inspection will be arranged - within 7 days

Grievances will be redressed by way of arranging spot

payment or filing claim application before appropriate authority - within 14 days

ASSISTANT COMMISSIONERS OF LABOUR:

Conciliation Officer under Industrial Disputes Act-

Issues of strikes and lockouts will be taken up - within 3 days

Issue of license under Contract Labour Act - within 7 days

Issue of Registration under Contract Labour Act for Prl.

Employers - within 7 days

Disposal of Registration of applications for Trade Union Regn. - within 7 days

Disposal of cases under Minimum Wages Act, Payment of Wages

Act, Workmen’s Compensation Act, Shops and Establishments

Act and Payment of Gratuity Act - within 14 days

Redressal of complaints of non-enforcement - within 14 days

DEPUTY COMMISSIONERS OF LABOUR:

Registration of Trade Union (*including the period of

Verification by ACL) - within 14 days

Complaints on enforcement will be arranged to redress - within 7 days

Disposal of cases under Labour Laws - within 3 days

The Department will make sincere effort to set standards, provide information, ensure openness, and to be impartial and accessible to the public to settle grievances at an early date.

CITIZENS’ CHARTER

FACTORIES DEPARTMENT

1. The Aim/purpose of this charter is to work for better quality in public service.

2. We deliver the following services :

We implement relevant statutory provisions for ensuring Safety. Health & Welfare of workers employed in the factories registered under Purview of the Factories Act and also Safety of Public around the Major Accident Hazard factories.

Registration and issue of license

Approval of plans of factories

Enquiry into accidents

Enquiry into complaints / Press Reports

3. Our aim is to achieve the following Service delivery quality parameters.

Nature of Service Service Delivery Standards

Time Limit (days/hours/minutes)

1 Registration and issue of License Within a period of 20 days from the date of receipt provided that process is commenced and the license application is in order.

2. Approval of Plans of new factories. Within one week (Provided that plans are in order)

Enquiry into accidents:

a) Fatal accident and dangerous occurrences Immediately

b) Serious accident Within forty eight hours

Enquiry into complaints/ Press Reports :

a) Relating to fatal accidents / dangerous occurrences Immediately

b) Relating to serious accidents Within forty eight hours

c) Relating to wages/overtime/others Within 7 days from the date of coming to knowledge.

4. Availability of Information : Information on the following subjects can be obtained from the concerned officers listed below :

Information relating to

Name of the Officer

Designation

Located at

Tel.ph./Fax/

E.mail

Implementation of relevant statutory provisions Registration and issue of license Approval of plan of factories Enquiry into accidents Enquiry into complaints/press Reports

DIRECTORATE :

1.Sri G.Hemachandra

Babu

2. Sri P.V.Venkatesham

3.Sri R.Koteswara Rao

4.Sri N.Surender

5.Sri M.Venkat Reddy

6.Sri T.P.Krishna

7.Smt N.G.Vaidehi

Director of Factories

Jt.Chief Inspector of Factories

Dy. Chief Inspector of Factories

Inspector of Factories

1-10-17,

Ashoknagar,

Hyderabad –

500 020.

-do-

7632467 (O)

3703169 ®

7611848(O)

4044067®

7637643(O)

7697643(O)

7700578®

7638449(O)

7662333®

7638449(O)

7561618®

7637958(O)

FIELD OFFICERS

8. Sri S.Fiazuddin

9. Sri K.Srinivasa Rao

10.Sri K.Parameswara Rao

11.Sri A.Suryanarayana

12.Sri K.Srinivasa Rao

13.Sri K.Mohan Rao

14.SriD.Chandrashekara

Varma

15.Sri D.Chandrashekara

Varma

16.Sri B. Satyanarayana

17.Sri A.S.R. Prasad

18.Sri D. Radha Krishna

19. Sri D. Radha Krishna

20.Sri A. Balaji Sridhar

21.Sri K. Mohan Rao

22.Smt. S.Ushasree

23.Sri J.Sivasankar Reddy

24. Smt. S.Ushasree

25.Sri T.Ramakrishnaiah

26.Sri G.Balakishore

27. Sri Ch.Kishan

28.Sri K.Gowrishankar

29. Sri K.Gowrishankar

30.Sri K.N.Srihari

31.Sri K.N.Srihari

32.SriV.Ramakrishna

Reddy

33.Sri R.Eswaraiah

34.Sri M.Srinivasa Rao

35.Sri G.Jankinath

36.Sri M.Praveen Kumar

37.Sri Y.Gangadhar

Reddy

38.Sri J.Swamidass

39.Sri M.Mallikarjuna

Naik

40.Sri M.Manohar Reddy

41.Sri J.Swamidass

42.Sri K.N.Srihari

43.Sri K.Kesavulu

44.Sri M.V.Sivakumar

Reddy

45.Sri K.N.Srihari

46.Sri Mahender

47.Sri P.M.Chandra

Mohan

48.Sri M.Srinivasa Reddy

49.Sri P.Satyanarayana

50.Smt. Kamala Carol

51.Sri Y.Mohan Babu

52.Smt.Ch.Laxmi Kumari

53.Sri Saleem Hussain

54.Sri G.Satyanarayana

Raju

55.Sri M.Venkanna

56.Sri K.Srinivasa Rao

57.Sri M.Venkanna

Jt.Chief Inspector of Factories,Vizag.

Inspector of Factories,Vizag-I

Inspector of Factories,Vizag-II

Dy. Chief Inspector ofFactories,Kakinada

Inspector of Factories,Kakinada-I

Inspector of Factories,Kakinada-II

Dy. Chief Inspector of Factories, Eluru

I/c, Inspector of Factories, Eluru

Inspector of Factories

Bhimavaram

Dy. Chief Inspector of Factories,

Vijayawada

Inspector of Factories

Vijayawada - I

I/c Insp. of Factories

Vijayawada - II

Inspector of Factories

Machiliatnam.

Dy. Chief Inspector of Factories,Guntur.

Inspector of Factories,Guntur-I

Inspector of Factories,Tenali

I/c, Inspector of Factories,Guntur-II

Inspector of Factories

Narasaraopet

Dy. Chief Inspector of Factories ,Nellore

Inspector of Factories

Nellore

I/c Inspector of Factories,Ongole-I

Inspector of Factories Ongole-II

I/c Dy.Chief Inspector of Factories

Cuddapah.

I/c Inspector of Factories, Cuddapah

Inspector of Factories

Chittoor.

Dy.Chief Inspector of Factories,Warangal

Inspector of Factories,Warangal

Inspector of Factories,Karimnagar

Inspector of Factories, Khammam

Inspector of Factories, Adilabad

Dy.Chief Inspector of Factories,Nalgonda

Inspector of Factories,Nalgonda-I

Inspector of Factories,Nalgonda-II

I/c Inspector of Factories, Mahaboobnagar

Dy.Chief Inspector of Factories, Kurnool

Inspector of Factories, Anantapur

Inspector of Factories, Kurnool –I

I/c Inspector of Factories, Kurnool–II

Dy.Chief Inspector of Factories, R.R.Dist.

Inspector of Factories, R.R. - II

Inspector of Factories, R.R – III

Dy.Chief Inspector of Factories, Hyd (TC)

Inspector of Factories, R.R – I

Inspector of Factories, Jeedimetla

Inspector of Factories, Hyd – I

Inspector of Factories, Hyd – II

Dy.Chief Inspector of Factories,Hyd(Rural)

Inspector of Factories

Nizamabad-503 001

Inspector of Factories

Sangareddy – I

I/c Inspector of Factories

Sangareddy - II

50-50-35/B,

Near Gurudwara,

Seetammadhara(w)

Sri Gurucharan Marg, Vizag – 13

-do-

64-16B,

Pratapnagar,

Kakinada

-do-

27-16-4,

Agricultural Officer’sasson,

Eluru.

3-11-11,D.N.R. College Road,Bvm.

40-25-77, Patamata Lanka, Vijayawada

-do-

30-195, Malkapuram,Fort Road,Machiliatnam

4-2-5B,1^st lane, Ramannapet,

Guntur.

-do-

22-11-80,Bose Road,Tenali.

4-2-5B,1^st lane, Ramannapet,

Guntur.

15-8-11/1, Panasathota,Behind Nagurvali Takies, Narasaraopet-522601

124/65&23, Dayakar Reddy Building,Near Dist. Court, Nellore

-do-

34-1-78, Hospital Road,near Enuguchettu, Ongole-523 001

8/209,8/210,Ravindranagar, Cuddapah -516 002

-do-

2-12-411,Sowcar’s Bunglow Road, Kongareddy pally,, Chittor-517 001

T.B.Road, Nakkalagutta, Hanumakonda, Warangal

9-1-130/4, Bhagath Nagar,Karimnagar.

71-62,Dwaraka Nagar,Khammam 2

Municipal Complex,1^st Floor, Adilabad-504 001

6-5-62,Ravindra Nagar colony, Nalgonda– 508 002

-do-

8-6-117/6, BharatGasBuildingKrishna Mandir Road, Padmavathi colony, Mahaboobnagar

Narasingaraopet,

Kurnool - 518 001

11-457A, Aravindanagar,

Anantapur-515 001

Narasingaraopet,

Kurnool - 518 001

-do-

1-10-247, Ashok nagar, Hyderabad

-do-

10-1-200, Mahaveer Marg,

Hyderabad .

-do-

1-10-247, Ahok Nagar, Hyderabad

6-2-200/6, Subbanna Nagar, Nizamabad-503001

Qtr.No.1001, STD Plant, Near BHEL Busdepot,

Patancheru,

Medak Dt.-502 319

0891-550294(O)

-do-

0884-376211(O)

-do-

08812-31190(O)

08816-26217(O)

0866-484002(O)

-do-

0866-484002(O)

0863-231096(O)

-do-

08644-28595(O)

0863-231096(O)

08647-22863(O)

0861-326364(O)

-do-

08592-33070 (O)

-do-

08562-44836(O)

-do-

08572-33464(O)

08712-577283(O)

-do-

08722-48689(O)

08742-28219(O)

08732-26314(O)

08682-47229(O)

-do-

08542-72033(O)

08518-20259(O)

08554-20382(O)

-do-

7612847(O)

7613954(O)

-do-

7612675(O)

7611682®

7613954(O)

3328657(O)

3398733(O)

-do-

7612847(O)

3314392®

08462-37702(O)

911-41151(O)

-do-

5. For information outside office hours please contact :

Name of the Officer	Designation	Located at	Telephone/Fax/ E-mail
1.Sri G.Hemachandra Babu	Director of Factories	1-10-17, Ashok Nagar, Hyd.	3703169 ®
2.Sri P.V.Venkatesham	Jt.Chief Inspector of Factories	- do -	4044067 ®
3.Sri R.Koteswara Rao	Jt.Chief Inspector of Factories	- do -	-
4.Sri N.Surender	Jt.Chief Inspector of Factories	- do -	7700578®
5.Sri M.Venkat Reddy	Dy.Chief Inspector of Factories	- do -	7662333®
6.Sri T.P.Krishna	Dy.Chief Inspector of Factories	- do -	7561618®

Availability of prescribed forms :

Title of the Form

Fee to be paid

Whom to contact

a) Form – I

b) Form – II

c) Challan Form

NIL

Reception counter in Head Office & concerned offices at District level.

The forms are available in the subordinate offices of the Department located at District Head Quarters. Also they are available in Factories Departmental slot on A.P. Portal website viz., http://www.aponline.gov.in/

6. Complaint redressal systems :
Courteous and helpful service will be extended by all the officers and staff. If you have

any complaints to make in the delivery of the above standards, you are welcome to register your complaints with the following officers.

Sl.No.	Officer	Whom to approach for help
1.	Staff	Concerned officer.
2.	Asst. Inspector of Factories	Concerned Inspector of Factories/ Concerned Dy. Chief Inspector of Factories
3.	a) Inspector of Factories (except Visakhapatnam, Vijayanagaram & Srikakulam) b) Inspector of Factories Visakhapatnam, Vijayanagaram & Srikakulam)	Concerned Dy. Chief Inspector of Factories / Director of Factories Joint Chief Inspector of Factories, Visakhapatnam / Director of Factories
4.	Dy. Chief Inspector of Factories / Joint Chief Inspector of Factories, Visakhapatnam	Director of Factories

7. Complaint registers are made available at the Directors and also at the officer of all the Departmental officers.

8. All complaints will be acknowledged by us within 7 days and reply on the action taken will be communicated within 15 days.

9. Guide Book.

We have prepared a Brochure (guide book) regarding approval of Plans/Licensing/Registration procedures/Inspection requirements for guidance of the concerned.

ANDHRA PRADESH TECHNOLOGY SERVICE LIMITED

CITIZEN’S CHARTER

Section – I

APTS extends consultancy services to all Government Departments and Public Sector Undertakings in procurement of Computers & peripherals, Office Automation equipment, Computerization of the Departments, Application Software, Training, Networking, Communication & Connectivity. In order to extend better and assured quality service to the Departments, vendors and staff, APTS has brought out a ‘Citizen Charter’.

Section – II

APTS services :

1) Issue estimate and proforma Invoice

2) Procurement services

3) Payment to vendors

4) Service benefits to APTS staff

Section – III - Service Delivery Standards

Sl. No.	Nature / Service	Service delivery standards Time Limit	Remarks
A. For User Departments
1	Furnishing Proforma Invoice and Advance Stamped Receipt to departments on request	Within 3 working days
2	After receipt of funds from the department the procurement targets will be as follows : If it is less than Rs. 5 lakhs If the value is between 5 to 50 lakhs If the value is more than 50 lakhs If it is World Bank procurement	Within 30 working days Within 46 working days Within 78 working days Within 150 working days
B. For Vendors : payments on receipt of documents
1	65% payment on delivery	Within 10 working days
2	90% payment on installation	Within 10 working days
3	100% payment on acceptance test	Within 10 working days
C. Within the Department
1	Release of increment	Within 10 working days
2	Payment of TA bills	Within 10 working days
3	Payment of Education/Festival Advances	Within 5 working days
4	Payment of E.L. encashment	Within 5working days
5	Leave arrears	Within 15 working days
6	Sanction of HBA / Vehicle loans.	Within 24 working days

Section – IV

Information on the status of procurements, payments and staff benefits can be obtained from APTS at the following numbers (040-23220305)

Name of the contact person Telephone No.

Mrs.V.Sreedevi, PA to MD 23224935

Mrs.P.Durga Bhavani, PA to GM 23227131

Mrs.Sri Latha, PA to DGM 23224810

Section – V - Responsibilities

To extend better quality service, we request the user Departments and vendors to fulfill certain formalities as listed below :

Responsibility of User Department :

1. User should give his requirement in detail, component-wise including locations with addresses, contact person and Phone No.

2. The user department should transfer the full amount on receipt of Proforma Invoice. Any modifications like specifications quantity etc. are to be notified to the APTS before TCPC meeting or during TCPC meeting.

3. The department should make arrangements for site preparation including sufficient power sockets, furniture etc.,

4. Department should nominate one person responsible for correspondence with APTS, receive deliverables, sign necessary documents like Delivery Challan, installation report and call reports etc.

5. The department should inform to their branches/sub-offices about the procurement details being done for them.

6. The Incharge should attend TCPC meeting whenever request comes from APTS.

7. The department should sign and return the TCPC minutes within 48 hours after receipt from APTS.

8. To issue instructions to all the branches/sub-offices to sign on installation reports, call reports by the Head of the office or the authorized person.

Vendor’s Responsibilities :

1. After receipt of the Purchase Order, check the details of the delivery date, configuration and cost including taxes etc.., If any mistakes, to be notified to APTS within 24 hours for issuing necessary amendments.

2. To furnish invoices in triplicate. References of PO to be mentioned.

3. To furnish delivery challans duly signed by the Head of the office or his authorized person where the supplies are being made. This should be in triplicate. The covering letter should have APTS reference PO No.

4. Submit installation reports in triplicate to HWP division and one copy to CSD.

5. To make correspondence to APTS for any particular issue, it should be PO-wise only i.e., PO No. should be mentioned.

6. Any Bank Guarantee or DD or any other document should indicate APTS reference No. / PO No.

7. Satisfactory certificate should cover at least a period of 30 days from the date of successful installation.

“We are committed to constantly revise and improve

the services being offered under the Charter”

CITIZEN’S CHARTER OF E.F.S&T DEPARTMENT

GOVERNMENT OF ANDHRA PRADESH , SECRETARIAT

1. The Functions of the Department are :

Conservation & Protection of Forests in A.P.

Reservation & De-reservation of Forests Lands

Mining Leases

Implementation of State & Centrally Sponsored Schemes relating to Forest Department

Issuing Transit permits in Patta lands

Wildlife Protection

Management of Zoological Parks, National Parks & Wildlife Sanctuaries

Controlling Smuggling of Forest Produce

Conservation of Medicinal Plants

Implementation of Neeru-Meeru Programme

Shore Area Development

Pollution Control & Environment Protection

Prevention & Control of Water & Air pollution

Popularization of Science

Inculcating scientific temper among the youth

Promotion of Energy Efficient devices and

Training skill improvement.

2. The service delivery time frame for the services rendered by the

Department are given below :

i) Citizen Related :- Complaints on Pollution Problems

a) Routine matters … 03 Days

Ex : Representation & Appeals

b) Other than Routine matters … 10 Days

Ex : Mining Leases, Beedl Leaf Schemes

ii) References/Letters from other departments (inter departmental)

a) Routine matters … 03 Days

Ex : U.O.Notes, Files

b) Other than Routine matters … 07 Days

Ex : Policy decision files

iii) Intra Departmental matters (within department )

a) Routine matters … 03 Days

Ex : Leave, Postings, Increments etc.,

b) Other than Routine matters … 10 Days

Ex : Representations, Appeals, Vigilance

c) Service matters … 10 days

Ex : Promotions etc.,

3. The name of the Nodal Officer in the Department for Service Charter

monitoring & information

Name Designation Telephone

Sri P. Raghuveer, IFS Addl. Secy. to Govt. 23457963(O), 23414281(R)

4. Suggestions for improving this Service Charter are welcome and may be sent to :

Principal Secretary to Government ,

E.F.S.&T Department .

Phone No. 23451440.

T. CHATTERJEE

PRINCIPAL SECRETARY TO GOVERNMENT ( I / C)

CITIZENS’ CHARTER OF FOREST DEPARTMENT

1. The Aim/purpose of this charter is to work for better quality in public service.

2. (Enumeration of services delivered by the department) we deliver the following services:-

a) Services at Zoos

b) Granting of permission for Timber Depots and Sawmills

c) Supplying of bamboo to Burood Societies

d) Seedling Distribution

e) Granting of permission for Felling of private Patta land trees.

f) Processing the project files for getting permission from Government of India under FC Act – 1980

g) Redressal of Grievances

h) Permission for Transportation of Old Hut Material

i) Granting permission for film shooting in the Forest areas

j) Representation/Grievances received from the staff.

3. Our aim is to achieve the following service delivery/quality parameters

Nature of Service	Service Delivery Standards Time Limit (days/hours/minutes)	Remarks
A. Services at Zoos
1. To show the visitors the local, National and some international wild animals to possible extent in natural surroundings.	This service will be provided between 8-30 AM to 5-00 PM
2. To show the visitors animals like Tiger and Lion in their best possible natural habitat in our Safaries and providing proper transport facilities	9-30 AM to 4-30 PM
3. To show the visitors some of the nocturnal animals, in simulated night condition when they are active by reversing their bio rhythm and to provide proper interpretation	8-30 AM to 5-00 PM
4. To educate the visitors about the wildlife with the help of interpretation and signage boards.	8-30 AM to 5-00 PM
5. To provide recreation to the children with the help of Joy rides on Train and Elephant back at given schedule.	Train : At every Half an hour between 8-30 AM to 5-00 PM Elephant : 3-00 PM to 5-00 PM

B. Granting of permission for Timber Depots and Sawmills
Granting of license for the Depot	30 days
C. Suppling of bamboo to Burood Societies
Allotment of Burood Societies to the Circle/Division for the supply of Bamboo	10 days
D. Seedling Distribution
Supply of seedling to the people from SF nurseries	With in 48 hours subject to the availability of seedlings
E. Granting of permission for Felling of private Patta land trees
1. Granting of felling permission for the non-teak trees in the private patta lands, provided the application is in complete shape	30 days
2. Granting of felling permission for teak trees in the private patta lands.	45 days
3. Granting of felling permission for conversion of charcoal.	30 days
F. Processing the project files for getting permission from Government of India under FC Act – 1980
1. Receipt of project – proposal in PCCF office and forwarding it to the concerned DFO.	15 days
2. Scrutiny of FC Act proposals, Site inspection forest land and non forest land (C.A) and forwarding to Circle office.	45 days
3. Scrutiny and forwarding the FC Act project proposal to Principal Chief Conservator of Forests Office, from the Circle Office.	15 days

4. Scrutiny and forwarding the proposal to the State Government from the Office of Principal Chief Conservator of Forests.	15 days

G. Redressal of Grievances
1. Representations received from public representatives i.e. MP, MLA, etc.	Within 30 days
2. Representations received from public	30 days
H. Permission for Transportation of Old Hut Material	30 days After receipt of application in complete shape
I. Granting permission for film shooting in the Forest areas	Within 3 days
J. Representation/Grievances received from the staff	30 days
4. Availability of Information: Information on the following subjects can be obtained from our officers listed below

1. Information relating to	2.Name of the Officer	3. Designation	4. Located at	5. Telephone / Fax / E-Mail
A. Services at Zoos.
1. To show the visitors the local, National and some international wild animals to possible extent in natural surroundings	CURATOR, ZOO	CURATOR, ZOO	Hyderabad	(O) 24477355
2. To show the visitors animals like Tiger and Lion in their best possible natural habitat in our Safaries and providing proper transport facilities.	CURATOR, ZOO	CURATOR, ZOO	Hyderabad	(O) 24477355

3. To show the visitors some of the nocturnal animals, in simulated night condition when they are active by reversing their biorhythm and to provide proper interpretation	CURATOR, ZOO	CURATOR, ZOO	Hyderabad	(O) 24477355
4. To educate the visitors about the wildlife with the help of interpretation and signage boards.	CURATOR, ZOO	CURATOR, ZOO	Hyderabad	(O) 24477355
5. To provide recreation to the children with the help of Joy rides on Train and Elephant back at given schedule.	CURATOR, ZOO	CURATOR, ZOO	Hyderabad
B. Granting of permission for Timber Depots and Sawmills
Granting of license for the Depot	DFO Territorial Forest Divn.	DFO Territorial Forest Divn.	Respective Districts
C. Suppling of bamboo to Burood Societies
Allotment of Burood Societies to the Circle/Division for the supply of Bamboo	Principal Chief Conservator of Forests	Principal Chief Conservator of Forests	Hyderabad	(O) 23235488 23210857
D. Seedling Distribution
Supply of seedlings to the people from SF miseries	Dy.CF, P&E	Dy.CF, P&E	Respective Districts

E. Granting of permission for Felling private Patta land trees
1. Granting of felling permission for the non-teak trees in the private patta lands.	DFO Territorial Forest Divn.	DFO Territorial Forest Divn.	Respective Districts
2. Granting of felling permission for teak trees in the private patta lands	CF Territorial Circle	CF Territorial Circle	Respective Districts
3. Granting of felling permission for conversion of charcoal.	DFO Territorial Forest Divn.	DFO Territorial Forest Divn.	Respective Districts
F. Processing the project files for getting permission from Government of India under FC Act- 1980
1. Receipt of project proposal in PCCF Office and forwarding it to the concerned DFO	PCCF	PCCF	Hyderabad	(O) 23235488 23230149
2. Scrutiny of FC Act proposals, Site inspection forestland and non-forest land (C.A) and forwarding to Circle Office	Divisional Forest Officer (Territorial), Forest Division	Divisional Forest Officer (Territorial), Forest Division	Respective Districts
3.Scrutiny and forwarding the FC Act project proposal to Pri Chief Conservator of Forests Office	Conservator of Forest (Territorial), Circle	Conservator of Forest (Territorial), Circle	Respective Districts

4. Scrutiny and forwarding the proposal to the State Govt. from the Office of Pri Chief Conservator of Forests	Principal Chief Conservator of Forests	Principal Chief Conservator of Forests	Hyderabad
G. Redressal of Grievances
1. Representations received from public representatives i.e. MP, MLA, etc.	PCCF/CF/DFO	PCCF/CF/DFO	Hyderabad and Respective Districts	(O) 23235488 23230144
2. Representtions received from public	Divisional Forest Officer	Divisional Forest Officer	Respective Districts
H. Permission for Transportation of Old Hut Material	DFO Territorial Forest Divn.	DFO Territorial Forest Divn.	Respective Districts
I. Granting permission for film shooting in the Forest areas	Conservator of Forest (Territorial),	Conservator of Forest (Territorial),	Respective Districts
J. Representation/ Grievances received from the staff.	PCCF/CF/DFO	PCCF/CF/DFO	Hyderabad / Respective Districts	(O) 23235488
5. For information outside Office hours, please contact:- Concerned Conservator of Forests/ Divisional Forest Officer in their districts and Reception office in Principal Chief Conservator of Forests Office. Ph. No. 24652424;24650230

6. Complaint redressal systems:- ChiefConservator of Forests (Vig) / Conservator of Forests (Vig), O/o Prl. CCF, Hyd. Ph. No. 24650023 may be contacted.

Name	Designation	Located	Telephone/Fax/E-Mail
a. Sr. S.K. Das, IFS.,	Principal Chief Conservator of Forests	Hyderabad	(O) 24745588 (R) 23390258 e-mail: PCCF@efs.ap.gov.in
b. Sr B.S.S. Reddy, IFS.,	Chief Conservator of Forests (Vig.)	Hyderabad	(O) 24650023 (R) 23391119
c. Sri B. Murali Krishna, IFS.,	Chief Conservator of Forests (T&E)	Hyderabad	(O) 24650041 (R) 27406425

7. All complaints will be acknowledged by us within 1 day and final reply on the action taken will be communicated within 30 days.

8. Consultation with our users / stakeholders:

* We welcome suggestions from users

9. We seek your co-operation on the following

a) Inform us about the notorious timber smugglers.

b) Inform us about the Wildlife poachers.

c) Inform us about illegal storage of timber and other forest produce.

d) Inform us about encroachers and encroachments in forestland.

10. Guide Book/Hand book/Consumer Help line

We have published a Handbook for the guidance of our customers. Please contact FUO at O/o Principal Chief Conservator of Forests, Hyderabad. Office for more details. Ph.No. 24602441

We are committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCEESS:

Sd/- Sitaram Gupta,

For Principal Chief Conservator of Forests

// True copy //

Andhra Pradesh Pollution Control Board

2^nd FLOOR, HUDA COMPLEX, MYTRIVANAM, S.R.NAGAR,

HYDERABAD – 500 038

Website : http://www.apspcb.org/.

CITIZEN’S CHARTER

1. SERVICES

· Guiding users to continuously improve Environment Quality Management (EQM).

· Attending to public grievances on environmental issues.

· Providing Environment Education along with specific and general Environment Quality Information.

· Continuously following up on compliance of conditions issued.

2. Name of the Service Time Limit

1. Issuing Industry Consent for Operation conditions 15-30 days

2. Issuing Industry Consent for Establishment conditions 30-60 days

3. Issuing Hazardous Waste Management Authorization 15-30 days

4. Issuing Bio-medical Waste Management Authorization 15-30 days

5. Issuing Municipal Solid Waste Management Authorization 15-30 days

6. Response time to attend public grievances 72 hrs.

7. Legal hearing and remedial action 30 days.

8. Dissemination of information through RO – 30 days

electronic & print media ZO – Need based

9. World events days, National Green Crops,

Educational programmes Monthly

10. Environmental baseline database management Ongoing

and dissemination

3. Information Officer Designation Located Telephone

a 1. Website apspcb.org / touch screen kiosks at ZOs/Head office

a 2. do

a 3. SEE(HWM)

a 4. BMW Cell 23752728

a 5. MSW Cell

b 1. Task Forces / ZO / RO

b 2. do

4. All forms available at web site and processing fee shall be collected at the time of

submission of the application. Printed forms are also available at all Regional Offices

on cost basis.

5. Complaints can also be registered at Website http://www.apspcb.org/

6. All complaints will be acknowledged and action taken will be intimated.

7. Consultation with users of all services

HO - fortnightly (Head Office)

ZO - fortnightly (Zonal Office)

RO - monthly (Regional Office)

If anyone would like to participate in the meetings, you are requested ti register his/her name and area of interest.

8. Areas where we seek your cooperation :

a. Report perceptible pollution to the officers of the board whose names, addresses, contact numbers are available above.

b. Complaints should be factually correct and true.

9. guidebook and hand books & other publication are available at all offices.

WE ARE COMMITTED TO IMPROVE OUR SERVICES UNDER THIS CHARTER AND WE SEEK YOUR COOPRATION INTHIS EFFORT.

Andhra Pradesh Pollution Control Board

Citizen’s Charter

3. SERVICES

Guiding users to continuously improve EQM.

Attending to public grievances on environmental issues.

Creating awareness and providing specific and general EQ information.

4. Name of the Service Time Limit

a 1. CFO compliance 15-30 days

a 2. CFE processing 30-60 days

a 3. HWM authorization 15-30 days

a 4. BMW authorization 15-30 days

a 5. MSW authorization 15-30 days

b 1. Response time to attend public grievances 48 hrs.

b 2. Legal hearing and remedical action 30 days.

c 1. Dissemination of information through RO – 30 days

electronic & print media ZO – Need based

c 2. World events days, National Green Crops,

World Bank awareness programmes monthly

c 3. Environmental baseline database ongoing

DRAFT CITIZENS’ CHARTER FOR ADULT EDUCATION

The Aim/Purpose of this charter is to achieve 95% literacy in the age group of 15-35 by 2005 AD in Andhra Pradesh as announced by Hon’ble Chief Minister in the Vision 2020 Document.

1. We deliver the following services

Creating atmosphere conducive to learning among illiterate masses.
Imparting skills in literacy ie., Reading, Writing & Numeric to a minimum level to the illiterate adults in the age group of 15-35.
Providing teaching & learning material (Primers, Note Books & Pencils) to the non literate members of community learning centre at free of cost.
Conducting evaluation of learning standard of neo-literate free of cost.

CONTINUING EDUCATION PROGRAMME

Keep the Continuing Education Centre open for six hours, two hours in the morning and four hours in the evening depending upon the local convenience of the people.
Provide opportunities for Continuing Education to the illiterates, semi-literates and educated persons at the village level.
Run the reading room with Newspapers, Periodicals and other books on all working days.
Give the books, which are available in the centre on loan basis to the neo-literates and other persons who are interested.

2. Our aim is to achieve the following service delivery/quality parameters

Service Delivery Standards

Name of Service

(Time limit days/hours/minutes)

One Week

Remarks

To achieve atleast 95% literacy by 2005 AD

By 2005 AD

4. Availability of information on the above subjects can be obtained from our Officers listed below:

Information Relating to Above subject	Name of Officer	Designation	Located at	Telephone Fax / E.mail
At State Level	Sri P. Venkateswara Rao	Asst. Director (M)	O/o. DAE, C&DSE Campus, Hyderabad	23211513 23211528 (Fax)
At District Level	The Deputy Director of Adult Education	Dy. Director of Adult Education	Generally in the premises of the Collectors office in the concerned District.	As per the list enclosed.
Constituency Level	POAE at Revenue Division level	PO / APO	RDO / Sub-Collector’s Office	-do-
At Mandal Level	MLO / Supervisor	MLO / Supervisor	At MPDO’s Office	--
At Village Level	Preraks / Volunteers	Preraks / Volunteers	At Grampanchayat Office	--

5. For information outside office hours, please contact.

Available on phone at various offices mentioned above.

6. Complaint redressal systems

Name

Designation

Located

Telephone / Fax / E-Mail

Sri K. Shivakumarappa

Dy Director (G)

O/o Director of Adult Education, A.p., Near Telephone Bhavan Saifabad, Hyderabad-4.

23211513

23211528 (Fax)

7. You can lodge your complaint with the above officer at Hyderabad, for the

redressal of grievances, if any.

8. All complaints will be acknowledged by us within (07) days and final reply on

the action taken will be communicated within (20) twenty days.

9. Consultation with our users / stakeholders

We welcome suggestions from our users.
We conduct exit / opinion polls.

10. We seek your co-operation on the following

Citizens’ Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way.

a) Providing Adult Literacy to non-literates in the age group of 15-35 years.

b) Providing Continuing Education to neo-literates for stabilization and improvement of literacy skills.

11. Guide Book / Hand Book / Consumer Helpline

Pamphlets and broad sheets are being published and can be had from the Dy.Directord of Autdle in the Districk. Please contact our Officers for more details.

Our help line number is 232112513 at Hyderabad.

Our customer information neme is located at Hyderabad. Phone no. 232112513, E-mail – dir_audlut@au.com.in.

Other Information :

A) You can interact with this office by issuing a telenga under code ”ADULTED’ Hyderabad .

B) You can obtain any information from District / Mandal /Village Headquarters.

We are committed to consultancy revised and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCES :

k. DHIA KUMAR PARRPA

l. FOR Direcot of Audult Education.

PHONE NUMBERS – DDAs
Sl.NO	Name	District & code	Office	Recidence
1	Hymavathi	Adilabad – 08732	30142
2	MD. Ja	Ananthapur – 08574	23292	40641
3	K. Ramachandra Reddy	Chittor – 08554	40111	30006
4	K.Obula Reddy	Cuddapah - 08562	44341 44869
5	P.Lakshmi Bai	E.Godavari-08864	361009	375945
6	T.Gopal Reddy	Guntur -0863	351797
7	G.V.R.R.Prasad	Hyderabad -040	3201951	4093514
8	B.V. Balarami Reddy	Karimnagar – 08722	43548 40698
9	M.Elisha Rao	Khammam – 08742	24685	25436
10	C.P. Ratna Kumar	Krishna – 08672	52439
11	K.V.S. Chowdary	Kurnool – 08518	77253	34460
12	P.Janardhana Reddy	Mahaboobnagar – 08542	41493 41787	72258
13	M.Rajeswari	Medak – 911	76588	76229
14	P.Agaih	Nalgonda- 08682	32015 44900
15	A.Ravinder	Nellore – 0861	326396
16	V.Sambasiva Rao	Nizamabad-08462	24753	54864
17	Ch. Bose	Prakasam – 08592	34230
18	B.Subbarayudu.	Rangareddy - 040	3232576 241123	3317274
19	M.Ammaji Rao	Srikakulam-08942	23290	27050 28679
20	O. Nirmala	Visakhapatnam-0891	550537 551001	575914, 722782
21	A.Veeraiah.	Vijaya Nagaram: 08922	24863
22	R.Ramarao	Warangal – 08712	570806	572490
23	D.Kailasapathi Rao	W.Godavari – 08812	64196
24	Dr.C. Krishan Mohan Rao.	Hyderabad -040	2311513	2321513
25	K.sivakumarappa	Hyderabad -040	2311513
26	P.V.Nagender Rao	Hyderabad -040	2311513	23817744
27	Md.Ismail	Hyderabad -040	23211513	24460230

DR.B.R.AMBEDKAR OPEN UNIVERSITY

Prof.Ram Reddy Marg, Road No. 46, Jubilee Hills, Hyderabad .(A.P.)

LEARNERS’ CHARTER

THE VISION

2003

THE MISSION

Dr.B.R. Ambedkar’s social philosophy of education as a means of creating an egalitarian society is the vision of this University. Access to relevant quality education and training programmes for diverse sections of society with a focus on hitherto deprived sections at lower costs by using the modern technologies in teaching-learning processes as well as in administrative and support services is the goal of this university. The University programmes aim at mak9ng education and training instruments for living and for making a living.

Enrichment of on-going academic programmes;

Com[potency building through education and training programmes;

Interactive individual based teaching-learning process;

Reliable and credible student evaluation systems;

Result oriented, accountable and transparent administrative and logics support systems and

Research, innovation, training and networking for system development and staff development;

University’s Responsibilities towards Learners

Learner’s Responsibilities of Learning

Information learners and public about the University programmes, systems and activities.

Preparation of adherence to Academic Calendar

Curriculum design for education and training programmes.

Enrolment of learners.

Development of quality print, electronic and multimedia learning materials.

Timely distribution of learning materials Providing interactive, technology enabled Learner Services.

Conduct of examinations for assessment of student performance and award of degrees, diplomas and certificates.

Prompt response to student enquiries and study needs.

Networking/Collaboration for value addition to learning.

Finding out about the University Programmes, Admission Regulations and Teaching-Learning Systems.

Keeping a record of all documents and communications related to study.

Following the time schedules, rules and regulations of the University

Regular and intense self-study of print, electronic and multi-media learning materials.

Optimum use of the Face to Face Academic Counseling and other Support Services.

Preparing for writing of assignments and year end examinations.

Receiving the degree and living as worthy alumni of the University.

Giving feedback for system improvement.

Having faith and ability to pursue the studies through self study method.

JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY

KUKATPALLY : : HYDERABAD

CITIZENS’ CHARTER

THE AIM / PURPOSE OF THE CHARTER IS TO WORK FOR BETTER QUALITY IN PUBLIC SERVICES.
THE SERVICES RENDERED BY THE DIFFERENT WINGS OF THE UNIVERSITY:-
THERE ARE TWO BANKS, NAMELY, SBH & AB IN UNIVERSITY CAMPUS TO PAY AMOUNTS THROUGH CHALLAN/DD IN THE NAME OF THE REGISTRAR, J.N.T.U, HYDERABAD.

ACADEMIC WING:

Sl. No.	ITEM ISSUE OF	FEE BY DD in favour of Registrar	SERVICE DELIVERY TIM
1	Academic Regulations, Course Structure & Detailed syllabus	Rs. 40/- + Postal Charges extra	Same day in person 7 Days by Post
2	Application for affiliation	Rs. 500/- + Postal Charges extra	Same day in person 7 Days by Post
3	NOC for establishment of New Engineering colleges which are permitted by Government	Rs. 10,000/- + Postal Charges extra	Same day in person 7 Days by Post
4	Inspection fee for grant of affiliation	Rs. 10,000/- + Postal Charges extra	Same day in person 7 Days by Post
5	Affiliation fee for 3 Branches For Additional Branch	Rs. 1,00,000/- + Postal Charges extra	Same day in person 7 Days by Post

ADMISSION WING

Sl.No.

ITEM ISSUE OF

FEE By DD in favour of Registrar

SERVICE DELIVERY TIME

Application to :B:F.A

Application to B.Tech (CCC)

Application to PG Programme

Application to Research Programme with registration fee

Rs.350/- *

+ Postal Charges extra

Rs. 300/- *

Rs. 500/- *

Rs. 1000/- *

* The information as and when announced will be available in university web site www.intu.ac.in

Same day in person

7 Days by Post

General Information about courses and Colleges

As announced from time to time & available in university web site http://www.intu.ac.in/

EXAMINATION WING:

Sl.No.	ITEM	FEE By Chellan/DD in favour of Registrar	SERVICE DELIVERY TIME
ISSUE OF
1.	Application for degree to be issued at the time of convocation	Rs. 10/- + Postal Charges extra	Same day in person 7 Days by Post
2.	Marks Memo	Rs. 10/- + Postal Charges extra	Same day in person 7 Days by Post
3.	Duplicate Marks Memo	Rs. 100/- + Postal Charges extra	Same day in person 7 Days by Post
4.	CMM and Memos PC – CMM for UG Degree PC for PG Degree	Rs. 85/- Rs. 30/- + Postal Charges extra	7 Days
5.	Duplicate CMM-accompanied by Police Certificate	Rs. 500/- + Postal Charges extra	Same day in person 15 Days by Post
6.	Migration Certificate	Rs. 50/- + Postal Charges extra	Same day in person 7 Days by Post
7.	Degree Certificate Before Convocation (UG & PG) After Convocation (UG & PG) In absentia for UG & PG (Before or After Convocation) Post Convocation after Late Fee	Rs. 100/- + Postal Charges extra Rs. 100/- + Postal Charges extra Rs. 500/- + Postal Charges extra Rs. 100/- per Year + Postal Charges extra	30 Days Same day in person 7 Days by Post 30 Days 30 Days
9.	Duplicate Degree Certificate Accompanied by Police Certificate	Rs. 500/- + Postal Charges extra	15 Days
10.	Name Change Proceedings – with Certification copy from Gazette	Rs. 50/- + Postal Charges extra	15 Days
11.	Official Transcripts	Rs. 20/-each	15 Days
12.	Duplicate memos for entire ourse	Rs. 300/- set	10 Days

6. ALL COMPLAINTS WILL BE ACKNOWLEDGED WITHIN 7 DAYS AND

FINAL REPLY ON THE ACTION TAKEN WILL BE COMMUNICATED

WITHIN 30 DAYS.

7. SUGGESTION FROM OUR USERS/STAKEHOLDERS:

WE WELCOME SUGGESTIONS FROM OUR USERS.

8. WE SEEK YOUR CO-OPERATION ON THE FOLLOWING:

CITIZENS’ CHARTER IS A JOINT EFFORT BETWEEN US AND YOU TO

IMPROVE THE QUALITY OF SERVICE PROVIDED BY US AND WE

REQUEST YOU TO HELP US TO HELP YOU IN THE FOLLOWING WAY.

BY GIVING SUGGESTIONS IN WRITING TO THE REGISTRAR IN PERSON.
BY SENDING YOUR SUGGESTIONS BY POST TO THE REGISTRAR.
BY SUBMITTING THE APPLICATIONS WITH ALL THE REQUIRED DETAILS AND DOCUMENTS REQUIRED INCLUDING THE FEE.
THE APPLICATIONS FROM THE STUDENTS ON THE ROLLS OF AFFLIATED COLLEGES WILL HAVE TO BE FOR WARDED BY THE PRINCIPAL OF THE COLLEGE CONCERNED WITH DUE RECOMMENDATION. NO APPLICTION WILL BE CONSIDERED WITHOUT SUCH A RECOMMENDATION.

9. GUIDE BOOK/HAND BOOK/CONSUMER HELPLINE:

WE HAVE PUBLISHED HAND BOOKS FOR STUDENTS OF DIFFERENT

COURSES. PLEASE CONTACT THE OFFICERS OF THE ACADEMIC WING

FOR MORE DETAILS.

WING ORGANISED BY

ACADEMIC DAP – SECTION

ADMISSIONS CO-ORDINATOR

EXAMINATIONS CONTROLLER OF EXAMINATIONS

WE ARE COMMITTED TO CONSTANTLY IMPROVE THE SERVICES BEING OFFERED UNDER THE CHARTER.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS!

3. AVAILABILITY OF INFORMATION: INFORMATION ON THE FOLLOWING SUBJECTS CAN BE OBTAINED FROM OUR OFFICERS LISTED BELOW:

NAMES OF THE OFFICERS

DESIGNATION

LOCATED AT

TELEPHONE/FAX/E-MAIL

ACADEMIC WING:

SRI. AHMED HUSSAIN

SRI. A. SATYANARAYANA

JOINT REGISTRAR (ACADEMIC)

DY. REGISTRAR (ACADEMIC)

ROOM NO.205

ROOM NO.201

23158662 EXT:201

23158662 EXT:202

ADMISSION WING:

PROF. B.K.GANDHI

SRI.S.SAMABAMURTHY

CO-ORDINATOR

(ADMISSIONS)

ASST. REGISTRAR

(ADMISSIONS)

ROOMNO. 180

ROOM NO.182

23158662 EXT:180

23158662 EXT :182

EXAMINATIONS WING:

PROF. GOVINDA RAJULU

SRI.J. RAMASEKHAR

SRI.K. CHANDRASHEKAR

CONTROLLER OF EXAMINATIONS

ASST. REGISTRAR (EXAMS)

ROOM NO.300

ROOM NO.303

ROOM NO.304

23158662 EXT:300

23158662 EXT:303

23158662 EXT:304

4. COMPLAINT REDRESSAL SYSTEMS:

COURTEOUS AND HELPFUL SERVICE WILL BE EXTENDED BY ALL THE STAFF. IF YOU HAVE ANY COMPLAINTS TO MAKE IN THE DELIVERY OF THE ABOVE SERVICES YOU ARE WELCOME TO REGISTER YOUR COMPLAINTS WITH THE ABOVE OFFICERS OR WITH Dr. P.RAM REDDY. REGISTRAR.J.N.T.U IN PERSON OR BY PHONE TO HIS PHONE NO.23158665/E-MAIL:jntuadm@hd2.dot.net.in

5. ‘STUDENTS SERVICE CENTRE’ IN EXAMINATION SECTION – PRO – IS AVAILABLE FOR ENQUIRY. ROOM NO.303

CITIZEN’S CHARTER

ANDHRA PRADESH STATE ARCHIVES & RESERCH INSTITUTE

TARNAKA, HYDERABAD – 500 007

1. The Aim and Purposes :

The aim and purpose of the “Citizen’s Charter” is to render quality services to the

public, Government and the Research Scholars and also to inculcate Archival Awareness.

Records are useful in administration for referencing and retrospection; for Researchers to bring to light the hidden facts and for the citizen to establish their property and citizenship rights.

The Andhra Pradesh State Archives and Research Institute is a repository of both the administrative and historical records of the State of Andhra Pradesh covering the periods of Bahmani, Qutub Shahi, Adil Shahi, Mughals, Asaf Jahi, East India Company and Post Independence Records. The Records are in different languages of Telugu, Kannada, Marathi, Urdu, Persian and English.

The Oldest document dated back 1406 A.D. with regard to the grant of Kalyanabad village to Moulana Mohammad Khasim by Sultan Feroz Shah Bahmani.

2. (ENUMERATION OF SERVICES DELIVERED BY THE DEPARTMENT )

Delivers the following services :

a) Custody and maintenance of all Government records.

b) Preservation and conservation of the records on scientific lines.

c) Preparation of reference media for holdings.

d) Conducting Training Programmes on Archival Administration and record management to the Record Keepers of the Government departments.

e) Inspecting the Government Record Rooms and rendering advise for upkeep of the records.

f) Survey and acquisition of the Private Scholars.

g) Supplying the Records to Research Scholars.

h) Conducting Seminars, lectures, Archival Week for inculcating archival consciousness.

3. AIM TO ACHIEVE THE FOLLOWING SERVICE DELIVERY STANDARD.

Nature of Service	Service delivery standard	Remarks

a) Supply of Records to Government .	3 to 5 days	Subject to furnishing correct particulars.
REPOSITORY – I
i) Secretariat records of Ex-Hyderabad State (1864-1948)	- do -	- do -
ii) Daftar Records (1724-1863)	- do -	- do -
REPOSITORY – II
i) Secretariat records of Andhra Districts. (1920-1956)	- do -	- do -
ii) A.P. Government G.O.s (1956-1980)	- do -	- do -
b) Supply of Records to the Public.	5 to 7 days	- do -
REPOSITORY – I
i) Firmans (1724-1948)	- do -	- do -
ii) Sanads	- do -	- do -
iii) Muntakhabs (1974-	- do -	- do -
iv) Gazette Notifications (1832-1956 of Nizam’s Government.)	- do -	- do -
v) Siyanamahs (Marriage Certificates )	- do -	- do -
REPOSITORY – II
i) Electoral rolls (1984-1991)	- do -	- do -
ii) Gazette Notifications (1832- of Government records to 2000)	- do -	- do -
c) Supply of Records to Research Scholars	3 to 7 days	- do -
REPOSITORY – I REPOSITORY – II
i) District Collectorate Records (1766-1860) ii) Secretariat Department Records of Ex-Hyderabad and Andhra Pradesh .(1864-1980)	- do – - do -	- do – - do -
iii) Proceedings of Board of Revenue (1857-1966)	- do -	- do -
iv) Mughal Records (1628-1950)	- do -	- do -
LIBRARY AND DOCUMENTATION :
i) Census Reports (!871-1991)	- do -	- do -
ii) Administrative Reports (1900- )	- do -	- do -
COMMITTEE :
i) Family & Private Collections (1906-1990)	- do -	- do -
ii) Back issues of Newspapers (1875-1930)	- do -	- do -
iii) Rare Books (1875-1930)	- do -	- do -
RESEARCH ROOM & REPROGRAPHY :
i) Microfilm rolls	- do -	- do -

4. AVAILABILITY OF INFORMATION : INFORMATION ON THE FOLLOWING SUBJECTS CAN

BE OBTAINED FROM OUR OFFICERS LISTED BELOW :

NAME	DESIGNATION	LOCATED	TELEPHONE NO. FAX NO.
a) Sri Omer Abdul Aziz	Archivist	Repository I	O : 700 3372 F : 700 2373
b) Sri N.Sesha Sayi	Archivist	Repository II	- do -
c) Sri Atiya Shaheen	Sr. Res.Asst.	Mughal Records	- do -
d) Sri S.Ramakrishna	Archivist	Research Room Reprography	- do -
e) Sri P.V.Seetharama Rao	Librarian	Library Documentation	- do -
f) Sri Muneer Ah,ed	Archivist	Committee	- do -

If there is further difficulty please contact :

1) Commissioner

2) Deputy Director

3) Assistant Director (concerned)

5. OFFICE HOURS, PLEASE CONTACT :

Title of the Form	Fees to be paid	Whom to contact
1. Attested copies and Gazette Notifications
a) Record Search Fee	Rs. 10-00	1) Receptionist
b) First Year, 2^nd year upto 10 years	Rs. 5-00	2) Sri N.Seshasayi, Archivist.
c) Above 10 years upto d) Prior to 1858	Rs. 10-00 Rs. 10-00	3) Sri O.A.Aziz, Archivist.
2. Requisition for Publications.	As per the Catalogue.	Smt. M.Suguna Archivist.
3. Application for admission to Research Room & Library		Sri S.Ramakrishna Archivist and Sri P.V.Seetharama Rao, Librarian.
4. Supply of duplications of Microfilm Copies dupli-photos.		Sri J. Murali, J.A.
a) Transcription Calligraphy	1.00
b) Duplication Calligraphy	1.00
c) Microfilm from 1 to 10 frames for every additional frames.	3.00 0.30
d) Positive from 1 to 10 frames.	1.00
e) Enlargements big size 12’’ x 10’’	4.00
f) Dupliphot 14’’ x 18’’	8.00
For every additional copy	4.00

Admission to the Research Scholars is subject to production of Bonafide Certificate issued by Research Supervisor and also submit two passport size photos to issue an identity card.

6. COMPLAINT REDRESSAL SYSTEMS :

Courteous and helpful service will be extended by all the staff. Any complaints to make in the delivery of the above standards, may be register with the following officers :

NAME

DESIGNATION

LOCATED

TELEPHONE NO. FAX NO.

1. Dr. Zareena Parveen

Public Relation Officer

Room No. 25

O : 700 3372

F : 700 2373

Any delay further contact, Commissioner, Deputy Director, and Assistant Director (concerned).

7. A centralized customer care centre/ suggestion, centre is available at Head Office where

you can lodge your suggestion.

8. All suggestions will be acknowledged by us within 3 days and final reply on the action

taken will be communicated within 7 days

9. Consultation with our users :

Welcome suggestions from users : Quarterly interactive session with users (Research

Scholars and others).

Regular meeting of Research Review Committee for the improvement of facilities to the Research Scholars.

10. We seek your co-operation on the following :

Citizens’ Charter is a joint effort between us and you to improve the quality of

services provided by us and help us in the following way :

a) For obtaining information give correct particulars of the date, G.O. No. and Date and Year.

b) Use proper methods while seeking grievance redressal.

c) Obtain acknowledgement for all your applications.

d) If any delay contact the concerned officer.

Research Scholars :

a) Give correct reference about the record series with date, year and the department and category.

b) Tampering the records will be viewed seriously.

c) Reprographic/Xerox facilities are available subject to condition of the records.

Suggestion always welcome to serve you better.

11. Guide Book/Hand book/Consumer Helpline :

Please contact Public Relation Officer for more details.

Our customer information centre is located at Hyderabad , Phone No. 700 3372

Fax No. 700 2373.

Committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS.

STATE INSTITUTE OF EDUCATIONAL TECHNOLOGY ::

EDUCATIONAL TELEVISION STUDIOS

RAMANTHAPUR :: HYDERABAD-13

ANDHRA PRADESH

DEPARTMENTAL CITIZENS’ CHARTER

** ** ** **

01. The Aim/purpose of this charter is to work for better quality in public service:

The purpose of this Charter is to produce bettery quality Educational media software in the form of Video and Audio lessons and their transmission on Doordarshan and All India Radio, Hyderabad Kendras in the allotted transmission slots.

02. Enumeration of services delivered by the department we deliver the following

services:

a) Curriculum based Educational Video and Audio lessons for classes I to VII with Telugu as medium of instruction.

b) Transmission of Educational Video and Audio lessons;

c) Organize training and orientation programmes for teachers and other field functionaries in the utilization of media material:

03. Our aim is to achieve the following service delivery/quality parameters:

Sl. No.	Nature of Service	Service Delivery Time Limits
01.	Educational Video Lessons/Programmes	Transmitted under the caption *‘TELESCHOOL’* over Doordarshan, Hyderabad from Monday to Friday excluding public holidays and General Holidays between 10.30 hrs. to 11.00 hrs-30 mts. Per day.
02.	Educational Audio/Radio Lessons	Broadcast under ‘SCHOOL RADIO’ through All India Radio, Hyderabad on Monday, Tuesday and Friday between 14.30 hrs. to 14.45 hrs – 15 mts. On each day
03.	Any other educational programmes	As approved by the Executive Committee of SIET, AP, Hyderabad.

04. Avaukavukutt if Information : Information on the following subjects can be

obtained from our officers listed below:

Sl. No.	Information relating to centre incharge	Name of the Officer & Designation	Located at	Phone/Fax Nos. In office
01.	Relating to overall activities of Prodn. Centre	Ms.G.N. VIDYA Director	State Institute of Ednl. Technology Ramanthapur Hyderabad-13	27038339 (O) 27038122 (Fax) 27405437 (R)
02.	ETV Lessons/ Programmes transmission	Sri M.V. NAIDU Dy. Prodn-in-Charge	-do-	27038208
03.	Audio Lessons transmision and Training programmes	Sri P.SREERAMULU Officer-in-Charge	-do-	27038108
04.	Technical facilities	Sri M. SEETHAPATHI RAO Dy. Engg-in-Charge	-do-	27038081
05.	Administrative matters	Sri K.MALLA REDDY Administrative Officer	-do-	27038356

05. The information outside Office hours, please obtain from:

Through Internet: http:/www.siethyd.nic.in

Through e-mail: sietaphyddn.india@yahoo.com

06. Complaint redressal systems:

Sl.No.

Name of the Officer

Designation

Located at

Phone/Fax/Res. Nos.

01.

Ms.G.N.VIDYA

Director

State Institute of Ednl. Technology, Ramanthapur, Hyderabad – 500 013

27038339 (Off)

27038122 (Fax)

27405437 (Res)

e-mail address:

sietaphyddn.

India@yahoo.com

Ø We have also created a web site for registering complaints at:

http:/www.siethyd.nic.in

07. Consultation with our users / stakeholders:

Ø We welcome suggestions from user teachers, students and parents;

Ø We conduct evaluation studies on sample basis both formative and summative;

Ø Identify the topics for programme production by inviting experienced meetings to and practicing teachers; We hold subjectwise-sub group

Ø Please also enter your details at our web site http:/www.siethyd.nic.in indicating your willingness to be available for consultation, survey on the points enlisted in the charter:

08. We seek your co-operation on the following sister organizations and others to improve

the quality of service provided by us:

a) Commissioner & Director of School Education;

b) State Council for Research & Training;

c) District Primary Education Project;

d) A.P. Open Schools;

e) District Institute of Education & Training;

f) Educationists and Media persons;

g) Teachers and parents;

09. Guide Book/ Handbook / Consumer Helpline:

We have published a Handbook for the guidance and available:

Ø A handbook on operation and utilization of CTVs;

Ø A handbook on operation and utilization of RCCPs;

Ø A handbook on pre and post telecast activities in the class room;

We are giving ETV Programmes transmission schedule as follows:

Ø Daily in ‘VAARTHA’ news paper under ‘Mogga” caption; and

Ø Monthly in ‘VELUGU’ Educational Magazine:

** ** ** **

JAWAHAR BAL BHAVAN

CITIZEN CHARTER

1. Aim / purpose of this charter is to work for better quality in public services.

2. (Enumeration of services delivered by the department) we deliver the following services :-

a) Recreational Centre – Making the child to learn Arts & Crafts.

3. Our aim is to achieve the following service delivery / quality parameters.

Nature of Service	Service Delivery Standards -Time limit(days/hours/minutes)	Remarks
1) Dance : Kuchipudi, Bharata Natyam, Kathak, Folk.	10.30a.m. to 5.00 p.m.	* Friday weekly off.
2) Instruments : Mridangam, Tabla, Veena 3) Music : Karnataka, Hindustani 4) Art & Craft : Dranding, Painint & Paper Cutting. 5) Sciences : Experiments , Aquarium, Planetarium 6) Library & Literary Activity : Children Books –		* All Government Holidays are the Holidays to this Institution.
30,000 available. 7) Tailoring : Stitching, Toy & Doll Making, Embroidery, Flower Making.		* Sunday is the working day
8) Clay Modeling : Making Models with Clay
9) Games : Karate, Skating, Table Tennis, Crams, Chess, Chainees Chequeers.
10) General : Museum, Traffic Park, Children’s Play Equipment.

4. Availability of Information : Information on the following subjects can be obtained

from our officers listed below:

1. Information relating to	2. Name of the Officer	3. Designation	4. Located at	5. Telephone /Fax/E-Mail.
a. Sri M.V.B.G. Tilak		Director	Public Gardens Hyderabad	3299948
b. Sri K. Madhava Reddy		Asst. Director	-do-	3233956
c. Sri G.Bhaskar Kumar		Secretary	-do-	3233956

5. For information outside office hours, please contact :

----------------------------------------------------------------------------------------------------------------

Availability of prescribed forms

----------------------------------------------------------------------------------------------------------------

Title of the Form Fee to be paid Whom to contact

----------------------------------------------------------------------------------------------------------------

a) --- --- ---

b) --- --- ---

c) --- --- ---

----------------------------------------------------------------------------------------------------------------

Forms are also available in the web at http://www.---/ (where applicable) and can be downloaded.

6. Complaint redressal systems : Complaint Box kept at Reception.

----------------------------------------------------------------------------------------------------------------

Name Designation Located Telephone/Fax/E-mail

----------------------------------------------------------------------------------------------------------------

a) Sri M.V.B.G. Tilak Director Jawahar Bal Bhavan, 3299948

Public Gardens,

Hyderabad .

b) Sri K. Madhava Reddy Asst.Director -do- 3233956

c) Sri G.Bhaskar Kumar Secretary -do- 3233956

----------------------------------------------------------------------------------------------------------------

We have also created a web site for registering complaint ear http://www.---/ and you are welcome to use this facility.

7. A centralized customer care center / grievance redressal centre is also available at Jawahar Bal Bhavan, where you can lodge your complaint.

8. All complaints will be acknowledge by us within 7 days and final replay on the action taken be communicated within 15 days.

9. Consultation with our users / stakeholders.

* We welcome suggestions from our users.

* We conduct Opinion Polls.

* We hold periodical/annual meetings with users/user representatives and if you wish to be associated with this please contact , Director, at Jawahar Bal Bhavan, Public Gardens, Nampally, Hyderabad

* Please also enter your details at our web site http://www.---/ indicating your willingness to be available for consultation, survey on the points enlisted in the Charter.

10. We seek your co-operation on the following :

Citizen’s Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way (Give details relevant to the concerned Departments) :

a) Donation in terms of kind (to JBB).

b) Self Service.

11. Guide Book / Hand Book / Consumer Helpline :

We have published a Handbook for the guidance of our customers. Please contact

Asst. Director for more details.

Our Helpline number is : --- (But Ph.No. 3233956)

Our customer information center is located at Jawahar Bal Bhavan, Hyderabad .

Phone No. 3233956.

Other information :

a) Admission fee Rs. 12.00 per Annum per Child.

Age group 5 to 16 for all communities children.

b) Recreational Activity Centre.

We are committed to constantly revise and improve the services being offered under

the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS

URDU ACADEMY ANDHRA PRADESH

11-4-637, A.C. GUARDS, HYDERABAD

CITIZEN’S CHARTER

IN THE AREAS WHERE THERE IS MAXIMUM INTERFACE WITH THE PUBLIC

The Urdu Academy is an autonomous body, constituted by the Govt. of Andhra Pradesh vide G.O.Ms. No. 1466, Dt. 31-12-1975, registered under A.P. (Telangana Area) Public Societies Registration Act. 1350 Fasli for promotion, protection & development of Urdu Language & Literature.

As per the bye-laws of the academy, the policies & projects of the Academy to fulfill the aims & objects of the Academy are determined by the Board of Governors of the Academy.

The area of activity of the Urdu Academy is limited to the Poets, Writers, Linguists, Urdu organizations, Urdu Students, Urdu Journals, Urdu Newspapers, Urdu News Agencies. Basically Urdu Academy’s functioning, its schemes & projects mean for the promotion & protection of Urdu Language & Literature, its nothing to do with only the minorities & its activities are basically literary & academic not pertaining to the welfare.

All the schemes, which implemented by the Academy are annual schemes such as :

1) Awards 2) Financial Assistance 3) Vocational Courses

4) Scholarships 5) Open (Urdu) Schools 6) Infrastructure facilities

As far as the references from C.M. Office & implementation of C.M’s announcements are concerned, the reference & announcement reflects public interest & their welfare. As and when the matter pertaining to Urdu & Urdu Academy is referred by the Chief Minister’s Office or Ministers’ Office, the name is promptly being attend to and report is being sent to the Peshi to C.M. or Minister with indication of compliance.

Implementation of all these schemes are very transparent & all decentralized. In the implementation of the schemes notifications are issued to the press & applications are called for. All schemes are referred to the sub-committees for recommendation. There recommendations are finalized by the Board of Governors. All the Committees, constituted with the eminent persons, who are experts in the concerned subjects.

The Schemes are enclosed :

SCHEMES IMPLEMENTED BY

URDU ACADEMY ANDHRA PRADESH

1. SCHOLARSHIPS (E.B.C. & MERIT)

2. BEST URDU TEACHERS AWARD

3. BEST URDU STUDENTS AWARD

4. FINANCIAL ASSISTANCE TO URDU LIBRARIES

5. INFRASTRUCTURAL FACILITIES TO URDU SCHOOLS

6. OTHER PROFESSIONAL CENTRES

(Urdu Typewriting / Shorthand Lower / Higher Grades Coaching & Training)

7. FINANCIAL ASSISTANCE TO VOLUNTARY ORGANISATIONS WORKING FOR CULTURAL DEVELOPMENT OF MINORITIES

8. URDU OPEN SCHOOLS

URDU ACADEMY ANDHRA PRADESH

1. SCHOLARSHIPS :

(E.B.C. & Merit)

v To encourage the Students to study with Urdu Medium.

v More than 2,87,493 Students are studying with Urdu Medium at School level.

v 4000 and more students are studying in Junior Colleges and 2000 Students at Degree College and more than 500 at P.G. level.

v Issue of notification in all leading News Papers by July every year and receipt of Application Forms and to computerization. Holding of meeting of Scholarship Committee for finalization and release of Scholarships to the Students.

v This scheme has been appreciated by the Students and Parents.

v There is very need to enhance the grant under Preserving and Promotion of Urdu Language.

2. BEST URDU TEACHERS AWARD :

v To encourage the Urdu Medium Teachers.

v Paper Notification along with proforma will be published in the News Papers. Proposals should reach this office through D.E.Os. A committee consisting of President A.P. Urdu Academy, Director S.C.E.R.T., Joint Secretary to Govt., Edn. Dept., one senior D.E.O. and Director / Secretary Urdu Academy will finalise the list of Best Teachers Award.

v We are gaining Good response from Urdu Medium Teachers.

3. BEST URDU STUDENTS AWARD :

v To encourage the Students who are studying with Urdu Medium.

v Particulars are called for from Commissioner, S.S.C, Board and D.E.Os. in the State to send the list of Rank holders in VIIth and Xth Class from each Dist. A committee consisting of 5 members will finalize the list of Best Urdu Students Award.

v Good response from Students and Parents.

4. LIBRARIES :

v There is one Central Library at Hyderabad. Apart from this 32 Libraries / Reading Centres are running in Districts.

v Every month more than 30,000 persons are utilizing the Libraries in the State.

v There is need to strengthen these Libraries by enhancing grants.

5. OTHER PROFESSIONAL CENTRES :

v Urdu Typewriting, Lower / Higher Grades Coaching & Training is arranged on free of cost to Urdu Medium Students.

v This facility of training is provided from 1988.

v So far a large number of students have passed Urdu Typewriting Exam conducted by the Board of Technical Education.

v Diploma in Computer Application Course is started under “Roshini” Package for Urdu Knowing people to develop the skill of information Technology. This course is affiliated with S.B.T.E.

v The duration of this course is six months consisting of 90 students.

v There are 17 Computer Centres working in the 13 Districts where Urdu is 2^nd official Language.

6. INFASTRUCTURE FACILITIES TO URDU SCHOOLS :

v The existing conditions of Urdu Medium Schools with reference to infrastructure facilities are not encouraging.

v To improve the existing facilities of this scheme started.

v Paper notification calling application for grant of infrastructural facilities.

v Grant will be released to applications recommended by Dist. Collectors.

v Every year Govt. provides financial assistance to Urdu Schools.

v This scheme has been appreciated by public.

7. FINANCIAL ASSISTANCE TO VOLUNTARY ORGANIZATIONS WORKING FOR CULTURAL DEVELOPMENT OF MINORITIES :

v Govt. provides financial assistance to various cultural organizations which are working in various fields like Educational, Professional and Technical Education.

v Various Non-Govt. organizations working specially in Villages / Mandals are encouraged by extending financial assistance to them.

v Govt. will constitute a Committee. The said committee called for applications for grant-in-aid through Dist. Collectors. All applications / Proposals received from Dist. Collectors will be consolidated and forwarded to Govt. for issue of G.O. Urdu Academy will release the grants to voluntary organizations as per Govt. Orders.

v This scheme has been appreciated by the public.

v There is very need to enhance the grant under this scheme.

8. OPEN SCHOOLS :

v This Scheme is meant for the Urdu Mother tongue drop outs at primary level in (8) Districts, 100 Urdu Open Schools established (Hyderabad 40, Ranga Reddy 10, Medak 08, Nizamabad 08, Kurnool 10, Guntur 08, Cuddapah 08, Ananthapur 08.)

v With this scheme literacy can be improved specially Girls Education in slum areas can be improved.

v The duration of the scheme is 10 months. Application called for from N.G.Os for running Urdu Open Schools through Dist. Collectors. The Dist. Collector in consult with D.E.O., D.M.W.O., finalise the application and forward the selected list to A.P. Urdu Academy, Hyd.

v Proposed to establish 200 more Urdu Open Schools in the State. Received good response.

A.P. GOVT. TEXT BOOK PRESS, HYDERABAD

CITIZENS CHARTER

The purpose of this charter is to work for better quality in public service.
We deliver the following service to the citizens.

Making available of the all the Nationalized Text Books required for the student populace studying in classes I to X in Telugu, English, Urdu and Hindi media besides minority language books of bordering districts of the state.

Our aim is to achieve the following service delivery parameters.

Nature of service Service Delivery Standards

Making available of the Nationalized Text Books required by the Students by the time of reopening of the schools every academic Year.

Availability of Information : Information on the following subject can be obtained from our officers listed below :-

Information Relating to	Designation of the officer	Located at	Telepone / Fax / E.Mail
DISTRICT LEVEL:
Availability Of N.T.Books	1. District Educational Officer	District Head Quarters of concerned
	2. Manager District Govt., Text Book Sales Office
STATE LEVEL:
	Deputy Director (Admn), A.P. Govt. Text Book Press	Mint Compound Hyderabad-500 063	040-23237524 23237525

For information outside office hours, please contact.

Ph. Nos. 040-2327524 and 23237525

Complaint redressal systems:

Courteous and helpful service will be extended by all the staff. If you have any complaints to make in the delivery of the above standards you are welcome to register you complaints with following officers.

District Educational Officers and the Manager District Government. Text Book Sales Offices of the concerned district in each district headquarters at district level

Deputy Director (Admn.), A.P. Govt. Text Book Press, Mint Compound,

Hyderabad -500 063.

A centralized customer care center/grievance redressal center is also available at A.P. Govt. Text Book Press, Mint Compound, Hyderabad where you can lodge your complaint.
All complaints will be acknowledged by us within 4 days and final reply on the action taken will be communicated within 10 days.
Consultation with our users/stakeholders.

We welcome suggestions from our users.

We seek your co-operation on the following:-

Citizen’s charter is a joint effort between us and you to improve the quality of

service provided by us and we request you to help us in the following way:-

Customer Helpline:

Our helpline number is 23237524

We are committed to constantly revise and improve the services being offered under the Charter.

DEPARTMENT OF COLLEGIATE EDUCATION

EMPLOYEES’ CHARTER OF COLLEGIATE EDUCATION

OBJECTIVES

The purpose of this charter is to provide better quality and quick service to employees (academic and non-academic) of the department.

SERVICE PROVIDIED

Sl.No.	Nature of Service	Service Delivery Std. Time limit	Remarks
1.	Issue of No objection certificate for obtaining pass port or to go abroad.	3 days
2.	Full Additional Charge Arrangements Prl/RJD	3 days
3.	Sanction of additional charge allowances.	7 days
4.	Sanction of leaves other than casual leaves	7 days
5.	Sanction of annual grade increments.	7 days
6.	Approval of fly leaves	7 days
7.	Release of grants to Private Aided colleges	7 days
8.	Approval of promotions in Aided colleges.	10 days
9.	Pay fixations	10 days
10.	Approval of correspondent ship of Aided colleges.	7 days
11.	Sanction of group insurance/family benefit fund	15 days
12.	Reimbursement of medical expenses.	7 days	After receipt of report from DME
13.	Sanction of GPF part final withdrawal proposals to AG	10 days
14.	Processing of GPF final withdrawal proposals to AG	15 days
15.	Compassionate appointments	10 days
16.	Appointments, promotions, transfers, FIP/reporting after leave postings.	15 days
17.	Permission to fill up the post in Aided Colleges.	10 days
18.	Forwarding pension proposals to AG	15 days
19.	Disciplinary cases a) Which do not involve suspension b) Which involve suspension.	90 days 1-2 years *	*depending on the nature of case.

WHOM TO APPROACH

In case the above schedule is not adhered to, Sri A.M. Somasudaram, Assistant Director may be approached. Tel No : 461 5576-218(Ext).

REDRESSAL MECHANISM

JD/DD concerned shall personally see that the grievance is redressed on the same day or the next day.

HELPLINE

Our help line Tel. Numbers are 4615576 and 4747685.

We are committed to constantly revise and improve the services being offered under the charter.

Let us join in making this charter a success.

WHAT WE EXPECT FROM YOU

Quality, performance, maintenance of professional ethics etc.

GOVERNMENT OF ANDHRA PRADESH

DEPARTMENT OF COLLEGIATE EDUCATION

CITIZEN’S FOCUS

OBJECTIVES

1. To make the students / parents aware of the services provided by the college to them

2. To provide quality service to the students of the college, who are primary customers of the Department.

3. To provide better service to teacher and non-teaching staff of the department.

The Colleges provide the following services to its customers :

· Transparency in admissions to colleges

· Issue of Certificates

· Payment of scholarships

· Providing books from the library

· Community participation through CPDC and Parent Teacher Association

SERVICES PROVIDED

S.No.

Nature of Service

Service Delivery

Std. Time Limit

Contact Person

Admissions

a) Admission procedures and time frame for admissions

b) Grievance redressal

Facilities and Fee

a) The courses, infrastructural facilities, faculty position, counseling and fee structure.

b) Grievance redressal

Academic Programmes

a) No. of working days and no. of teaching hours (theory and practical) taken up for each subject.

b) Grievance redressal

Extra curricular activities

a) Games and Sports facilities

b) NCC / NSS

c) Literary and cultural activities

d) Career guidance programmes

e) Guest lectures / extension lectures

f) Grievance redressal

Issue of certificates for regular students (as per rules and on submission of application in proper form)

I. Transfer Certificate

II. Bonafide and conduct certificates.

III. Migration certificates (if issued at the college level)

IV. Grievance redressal

Scholarships

a) Issue of cheques (On production of 75% attendance certificate)

b) Grievance redressal

As per the guidelines of University concerned.

3 days

As given in the prospectus

7 days

As given in the prospectus

3 days

As given in the prospectus

2 days

3-5 days

2-3 days

3 days

2 days

Within 7 days after receipt of the amount from the Treasury 3 days

Admissions in charge

Name :

Phone No:

Academic in charge

Name :

Phone No.

Lecturer in charge

Official concerned

Name:

Phone No.

Official concerned

Name:

Phone No.

WHOM TO APPROACH

Principle shall be contacted when the grievance is not redressed within the stipulated time by the first level contact person concerned mentioned in the table above.

SERVICES PROVIDED

S.No.	Nature of Service	Service delivery std. Time Limit	Remarks
1	Issue of No Objection Certificate for obtaining passport or to go abroad.	3 days
2	Full additional charge arrangements Pr1 / RJD	3 days
3	Sanction of additional charge allowances	7 days
4	Sanction of leaves other than casual leaves	7 days
5	Sanction of annual grade increments	7 days
6	Approval of fly leaves	7 days
7	Release of grants to Private Aided Colleges	7 days
8	Approval of promotions in Aided Colleges	10 days
9	Pay fixations	10 days
10	Approval of correspondent ship of Aided Colleges	7 days
11	Sanction of group insurances / Family benefit fund	15 days
12	Reimbursement of medical expenses	7 days	After receipt of report from DME
13	Sanction of GPF part final withdrawal for Principal of Government Degree Colleges	7 days
14	Processing of GPF final withdrawal proposals to AG	7 days
15	Compassionate appointments	10 days
16	Appointments, Promotions, transfers, FIP / reporting after leave postings	15 days
17	Permission to fill up the post in Aided Colleges	10 days
18	Forwarding pension proposals to AG	15 days
19	Disciplinary cases a) Which do not involve suspension b) Which involves suspension	90 days 1-2 years	Depending on the nature of case

COMMUNITY PARTICIPATION

1. To involve the local community in the over all development of the College, a “College Planning and Development Council” (CPDC) is constituted for each Government College as per the rules and regulations provided by the Department.

2. Membership would be provided to the local community in this body to advise and assist the Principal in Developmental activities of the College.

3. The CPDC would mobilize public donations for the development of colleges involving parent / local community.

4. This body would act as an active media between the College and the community for mutual benefit.

5. Parent Teacher Association shall be constituted and meet periodically discuss the measures to provide quality education.

6. All the complaints / grievances received by the Principal would be discussed in the Staff Council / CPDC to find a way out.

THANK YOU

DEPARTMENT OF INTERMEDIATE EDUCATION

CITIZEN’S CHARTER

(For students and parents)

Aim/Objectives: The purpose of this charter is to make the students/parents aware of this services provided by the College to them and to provide quality service to the students of the College.

Enumeration of services delivered by the Department: We deliver the following services:

a) Admission; b) Infrastructure facilities & Faculty; c) Academic Programme;

d) Extra-curricular Activities; e) Issue of TC, Bona fide & Conduct Certificate, etc.;

f) Scholarships.

Our aim is to achieve the following services delivery/quality parameters:

Sl. No.

Nature of Service

Service Delivery Standards & Time limit

Contact Person

Admissions:

a) Admissions procedures and time-frame for admissions (Conventional & Vocational)

b) Grievance redressal

As per the guidelines of BIE Schedule.

3 days

Admissions in-charge

Name:

Phone No.

Facilities and Fees:

a) The courses, infrastructural facilities, faculty position, counseling and fee structure

b) Grievance redressal

As given in the prospectus

7 days

Academic in-charge

Name:

Phone No.

Academic programmes:

a) No. of working days and No. of teaching hours (theory and practical) taken up for each subject.

b) Grievance redressal

As given in the prospectus and as per BIE Schedule

3 days

Department in-charge

Name :

Phone No.

Extra curricular activities:

a) Games and Sports facilities

b) NCC/NSS

c) Literary and cultural activities

d) Career guidance programmes

e) Guest lectures/extension lectures

f) Grievance redressal

As given in the prospectus published by the college

2 days

Lecturer in charge

Issue of certificates for regular students (as per rules and on submission of application in proper form):

I. Transfer certificate.

II. Bona fide and conduct certificates

III. Grievance redressal

3-5 days

2-3 days

2 days

Admissions in-charge of the College concerned

Scholarships:

a) Issue of Cheques

b) Grievance redressal

Within 7 days after receipt of the amount from the Treasury

3 days

Official concerned

Name :

Phone No.

Principal shall be contacted when the grievance is not redressed within the stipulated time by the first level contact person concerned mentioned in the table above.

In case the above schedule is not adhered to Joint Director (Services) may be approached on Tel. No. _______.

Availability of information : Information on the following subjects can be obtained from our officers listed below

Information relating to	Designation of Officer	Located at	Telephone/Fax/ e-mail
All services matters	J.D. Services	CIE, Hyderabad
All Services matters	D.D./A.D. Services	CIE, Hyderabad

JD/DD concerned shall personally see that the grievance is redressed within a week.

Complaint Redressal Systems:

Designation of Officer	Located at	Telephone/Fax/E-mail
Joint Director ” ” ”	Hyderabad, Warangal, Rajahmundry, Guntur, Cuddapah
Joint Director (Services)	CIE, Hyderabad
Joint Director (Vocational)	CIE, Hyderabad

· We have created a web site for registering complaints at http://www.interboard.ap.com// http://www.ap.interboard.nic.com/ and you are welcome to use this facility.

7. A centralised customer care/grievance redressal centre is also available at Commissioner of Intermediate Education, Hyderabad where you can lodge your complaints.

8. All complaints will be acknowledged by us within 10 days and final reply on the action taken will be communicated within 15 days.

9. Consultation with Employee Organisations:

· We hold periodic review meetings with Employee Organisations (Teaching & Non-Teaching).

10. Consultation with our users/stake holders:

² We hold periodic review meetings of College Development Committees and Parent Teacher Association meetings at least twice a year in the Colleges.

² We welcome suggestions from our Students, Parents, Students’ Organisations, and Service Organisations.

² We hold periodic review meetings with parents/students and representatives of service organisations and if you wish to be associated with this, please contact PRO, BIE, Hyderabad at ________.

² Please also enter your details at our web site http://www.interboard.ap.com// http://www.ap.interboard.nic.com/ indicating your willingness to be available for consultation, survey on the points enlisted in the Charter.

11. We seek your cooperation on the following:

Citizen’s Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way:

STUDENTS:

· Come regularly and punctually to the College

· Attend all classes without exception

· Be sincere and honest in all activities/dealings

· Participate in curricular/extra-curricular activities with zeal and enthusiasm

· Appear for all monthly/quarterly/half-yearly/pre-final examinations compulsorily

· Bestow personal interest in maintenance and use of infrastructural facilities

· Be courteous and polite to all

· Use proper methods while seeking grievance redressal

PARENTS:

· Ensure and check the regular attendance of his ward

· Attend all parent-teachers meetings compulsorily

· Active participation in developmental activities of the college

· Immediate response to progress reports/letters

· Alerting the Teachers/Principals when situations demand

· Above all identify themselves with the institution and extend active co-operation/guidance

12. Help line:

Individual staff members, in-charges of the Departments and the Principal can be approached by students/parents for any help, at the college level.

Our customer information centre is located at CIE, Hyderabad; Other information can be had from: PRO, BIE, Hyderabad,

We are committed to constantly revise and improve the services being offered under the Charter.

Commissioner and Director, Intermediate Education

Andhra Pradesh

CITIZEN’S CHARTER

(For Employees—Teaching and Non-Teaching)

Aim/Objectives: The purpose of this Charter is to provide better quality and quick service to employees (teaching and non-teaching) of the department.

Enumeration of services delivered by the Department: We deliver the following services: Issue of NOC, FAC arrangements to all executive posts, promotions, transfers, sanctioning of increments, leaves and allowances, Grant-in-aid to Aided Jr. Colleges, GPF withdrawals, Reimbursement of Medical expenses, Compassionate appointments, filling-up of posts in Aided Colleges, Pension proposals, Disciplinary Cases, etc.

Our aim is to achieve the following services delivery/quality parameters:

Sl. No.	Nature of Service	Service Delivery Standards & Time Limit	Remarks
1)	Issue of No Objection Certificate for obtaining passport or to go abroad	3 days
2)	Fill Additional charge Arrangements Principals/RJD/DVEOs	3 days
3)	Sanction of additional charge allowances	7 days
4)	Sanction of leaves other than casual leaves	10 days
5)	Sanction of annual grade increments	8 days
6)	Approval of fly leaves	10 days
7)	Release of grants to Private Aided Colleges	15 days
8)	Approval of promotions in Aided Colleges	12 days
9)	Pay fixations	15 days
10)	Approval of correspondent ship of Aided Colleges	7 days
11)	Sanction of group insurance/family benefit fund	15 days
12)	Reimbursement of medical expenses	7 days	After receipt of report from DME
13)	Sanction of GPF part final withdrawals for Principals of Govt. Junior Colleges	10 days
14)	Processing of GPF final withdrawal proposals to AG	8 days
15)	Compassionate appointments	10 days
16)	Appointments, Promotions, transfers, FIP/reporting after leave postings	15 days
17)	Permission to fill up the post in Aided Junior Colleges	15 days
18)	Forwarding pension proposals to AG	15 days
19)	Disciplinary cases: Which do not involve suspension Which involve suspension	100 days 1-2 years	* depending on the nature of case

4. Availability of information: Information on the following subjects can be obtained from our officers listed below:

Information relating to	Designation of Officer	Located at	Telephone/Fax/ e-mail
a) Admission Procedure, Academic Programme, Fee particulars, Vocational Courses	J. S. Academic JS/DS (Voc.)	BIE, Hyderabad ”
b) Faculty, Scholarships	J.D. Services	CIE, Hyderabad
c) Extracurricular activities	Concerned College Principal

5. For information outside Office hours, please contact: The Principal of the College concerned.

Availability of prescribed forms:

Title of the Form	Fee to be paid	Whom to contact
a) Admission form	Rs.1.00	Principal of any Jr. College

Forms are also available in the web and can be downloaded.

6. Complaint Redressal Systems:

Designation of Officer	Located at	Telephone/Fax/e-mail
Joint Director ” ” ”	Hyderabad, Warangal, Rajahmundry, Guntur, Cuddapah
Joint Director (Services)	CIE, Hyderabad
Joint Director ( Vocational)	CIE, Hyderabad

We have created a web site for registering complaints at http://www.interboard.ap.com// http://www.ap.interboard.nic.com/ and you are welcome to use this facility.

7. A centralised customer care/grievance redressal centre is also available at Commissioner of Intermediate Education, Hyderabad where you can lodge your complaints.

8. All complaints will be acknowledged by us within 10 days and final reply on the action taken will be communicated within 15 days.

9. Help line:

Our customer information centre is located at CIE, Hyderabad

Other information can be had from: Regional Joint Directors stationed at Hyderabad, Warangal, Guntur, Rajahmundry and Cuddapah.

10. We seek your cooperation on the following:

Citizen’s Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way:

Quality education delivery, maintenance of professional ethics, etc.

We are committed to constantly revise and improve the services being offered under the Charter.

Commissioner and Director, Intermediate Education

Andhra Pradesh

DEPARTMENT OF TECHNICAL EDUCATION

EMPLOYEES’ CHARTER

Objectives:

The purpose of this charter is to provide better quality and quick service to employees (teaching and non teaching) of the Department.

Services delivered by this department:

1	Issue of the no objection certificate for obtaining passport and to go aboard
2	FIll additional charge of principal/RJD
3	Sanction of additional charge allowances
4	Sanction of leaves other than casual leaves
5	Sanction of annual grade increments
6	Release of grants to private, aided polytechnics/engineering colleges
7	Pay fixations
8	Sanction of group insurance/family benefit fund
9	Reimbursement of medical expenses
10	Sanction of GPF part final withdrawal of Principal/HODS of government Polytechnics/RJDs
11	Processing of GPF final withdrawal proposals to AG
12	Compassionate appointments
13	Appointments, promotions, FIB/Reporting after leave postings
14	Forwarding of pension papers to AG
15	Disciplinary cases a. which do not involve suspension b. which involves suspension

We have set the following Targets/Standards/Response time for delivery of services by our department:

Sl. No.	Nature of Services	Services Delivery Standard Time Limit	Remarks
1	Issue of the no objection certificates for obtaining passport and to go aboard	3 days
2	Fill additional charge of Principal/RJD	3 days
3	Sanction additional charge allowance	5 days
4	Sanction of leaves other than casual leaves	4 days
5	Sanction of annual grade increments	6 days
6	Release of grants to private, aided polytechnics/ engineering colleges	8 days
7	Pay fixations	10 days
8	Sanction of group insurance/family benefit fund	15 days
9	Reimbursement of medical expenses	6 days after receipt of report from DME
10	Sanction of GPF part final withdrawal of Principal/ HODs of Government Polytechnics/RJDs	6 days
11	Processing of GPF final withdrawal proposals to AG	5 days
12	Compassionate appointments	15 days
13	Appointments, promotions, FIB/Reporting after leave postings	12 days
14	Forwarding of pension papers to AG	15 days
15	Disciplinary cases a) which do not involve suspension b) which involve suspension	90 days 1 years	* depending on the nature of case

Whom to Approach:

In case of the above schedule is not adhered to AD (OP) may be approached.

Redressal mechanism:

Assistant Director concerned shall personally see that the grievance is redressed on same day or next day.

Helpline:

Our helpline Telephone Nos. are _______, _______ and _______

We are committed to constantly revise and improve the services being offered under the Charter.

What we expect from you:

Quality education delivery, maintenance of professional ethics, etc.

EMPLOYEES’ CHARTER OF GOVERNMENT POLYTECHNICS

OBJECTIVES:

The purpose of this charter is to provide better quality and quick service to employees (teaching and non-teaching) of the Department.

Services delivered by this department

1	Issue of the no objection certificate for obtaining passport and to go aboard
2	Fill additional charge of arrangements/HOS Laboratory, etc.
3	Sanction of additional charge allowances
4	Sanction of leaves other than casual leaves/FA/LTC/Surrender EL
5	Sanction of annual grade increments
6	Pay fixations
7	Sanction of group insurance/family benefit fund
8	Reimbursement of medical expenses
9	Sanction of GPF part final withdrawals/Loans
10	Processing of GPF final withdrawal proposals to AG
11	Compassionate appointments
12	Forwarding of pension papers to AG
13	Appointments, promotions, FIB/Reporting after leave postings
14	Disciplinary cases a. which do not involve suspension b. which involve suspension

We have set the following Targets/Standards/Response time for delivery of services by our department

Sl. No.	Nature of Services	Services delivery Standard Time limit	Remarks
1	Issue of No Objection Certificate to obtain passport to go aboard	2 days
2	Fill additional charge of arrangements/HOS Laboratory, etc.	2 days
3	Sanction of additional charge allowances	3 days
4	Sanction of leaves other than casual leaves/FA/LTC/ Surrender EL	2 days
5	Sanction of annual grade increments	5 days
6	Pay fixations	5 days
7	Sanction of group insurance/ family benefit fund	5 days
8	Reimbursement of medical expenses	5 days after receipt of sanction orders from CTE
9	Sanction of GPF part final withdrawals/loans	3 days
10	Processing of GPF final withdrawals proposals to AG	5 days
11	Compassionate appointments	7 days after receipt of permission from the CTE
12	Appointments, Promotions, FIB/ reporting after leave postings	7 days
13	Forwarding of pension papers to AG	7 days
14	Disciplinary cases c. which do not involve suspension d. which involve suspension	7 days 6 months depending on the nature of case & orders from CTE

Whom to Approach:

In case any delay/problems, contact the Administrative Officer.

Redressal mechanism:

The principal shall personally see that the grievance is redressed on the same day or the next day.

What we expect from you:

Quality education delivery, maintenance of professional ethics, etc.

CITIZEN’S CHARTER FOR POLYTECHNICS

1. AIM

The Citizen’s Charter is the part of the endeavor to ensure the delivery of student friendly services and smart governance in the educational institution under the purview/control of the Commissionerate of Technical Education.

2. Services rendered by the College administration

i. Coordination of Admissions.

ii. Admission of students allotted to conducting of academic programme according to the curriculum by the SBTET, like announcing working days/ teaching hours by the Head of the Departments/Principal.

iii. Monitoring curricular and extra curricular activities like games, sports, NCC/NSS.

iv. Attending to various grievances of students.

v. Conducting unit tests, Diploma examinations, CEEP, etc.

vi. Providing services to the society through community polytechnic scheme sanctioned by the ministry of Human resources development, by imparting vocational training to unemployed youth, housewives, etc.

vii. Extend test services of materials to various organisations and conduct short term courses in computers and such other vocational trainings to unemployed youth.

3. A. Target times for various services:

i. Issue of TC 1 day

ii. Issue of Bona Fide certificate 1 day

iii. Issue of Provisional certificate 1 day

iv. Issue of Marks list 1 day

3. B. Disbursement of Scholarships

(through crossed cheques only) 7 days

4. Dissemination of Information & Complaint redressal

i Academic matter and syllabus coverage, HOD

attendance, etc.

ii Scholarships AO/OS

iii Games and sports PD (Physical Director)

iv Extra curricular activities Student advisor/(HOD)

v Hostel Warden/DeputyWarden

vi NCC NCC Officer

vii Training and placement Principal/HOD

5. Redressal of grievances will be attended within 7 days.

6. Conduct of Staff, Student and Parent meet and elicit suggestions for improving standards in all respects.

7. Cooperation expected from students and parents

i Students are requested to maintain discipline, decorum and adhere to conduct rules and bestow their attention on studies for improving knowledge taking the services of staff members, utilising the library & laboratory facilities, etc.

ii Parents are requested to have adequate interaction with principal and HODs regarding the general behaviour and academic pursuit of their wards.

TELUGU ACADEMY

SECOND LANGUAGE TELUGU TEACHING PROGRAMME

CONDUCTING TEULUGU COURSES

OBJECTIVES

The purpose of this charter is to make the candidates whose mother tongue is not Telugu and working in the Government Department and individuals aware of working knowledge in Telugu.

SERVICE PROVIDED

Sl.No.	Nature of Service	Service Delivery Std. Time limit	Contact Person
1.	Telugu Introductory Course	48 Working Days	R.O. Concerned
2.	Telugu Advanced Course	48 Working Days	R.O. Concerned
3.	Training Programme to Non-Telugu IAS Probationers	30 Days	R.O. Concerned

WHOM TO APPROACH

Head of Department shall be contacted when the grievance is not redressal with in the stipulated time by the first level contact person concerned mentioned in the table above.

TELUGU ACADEMY

PUBLICATION AND SALES CHARTER OF TELUGU ACADEMY

OBJECTIVES

The purpose of this charter to make the students/parents aware of the services provided by the Akademi to them and to provide quality service to the students of the various levels of the Higher Education.

SERVICE PROVIDIED

Sl.No.	Nature of Service	Service Delivery Std. Time limit	Contact Person
1.	Preparation of Text Books for Intermediate level.	As per the syllabus prescribed by BIE. 6 Months	D.D. / R.O. Concerned
2.	Preparation of Text Books for Degree & P.G. level.	As per the syllabus prescribed by respective Universities/UGC 6 Months	D.D. / R.O. Concerned
3.	Preparation of other books.	As per resolutions made by the Standing Committee for Academic matters. 12 Months	D.D. / R.O. Concerned
4.	a) Printing, Publication b) Sale of Text books	6 Months	P.O. S.S.O.
5.	Academi Programmes a) Seminars & Workshops b) Subject meetings & Review meetings c) Guest lectures / extension lectures d) Interaction with prominent Personalities in various fields.	Yearly 2 Monthly 10 Yearly 4 Yearly 4	Official Concerned
6.	Meritorial awards	Every year, depending upon the results announced by B.I.E.	HOD
7.	Telugu Journal	Trimonthly	Editor
8.	Grievance redressed	15 days concerned	Official
9	Exhibitions a) Mobile Book Exhibitions b) Book exhibitions at the Regional Centres. c) State level Book Exhibitions.	Yearly 3 Yearly 8 Yearly 2	S.S.O.

WHOM TO APPROACH

Head of Department shall be contacted when the grievance is not redressal with in the stipulated time by the first level contact person concerned mentioned in the table above.

EMPLOYEES CHARTER OF TELUGU ACADEMY

OBJECTIVES

The purpose of this charter is to provide better quality and quick service to employees (academic and non-academic) of the department.

SERVICE PROVIDIED

Sl.No.	Nature of Service	Service Delivery Std. Time limit	Remarks
1.	Issue of No objection certificate for obtaining pass port r to go abroad.	5 days
2.	Full Additional Charge Arrangements Officers	5 days
3.	Sanction of leaves other than casual leaves	10 days
4.	Sanction of annual grade increments.	30 days
5.	Sanction of PF part final withdrawals	10 days
6.	Processing of PF final withdrawal.	10 days
7.	Compassionate appointments	90 days
8.	Forwarding pension proposals	15 days
9.	Disciplinary cases c) Which do not involve suspension d) Which involve suspension	120 days 1-2 years	* depending on the nature of case.

WHOM TO APPROACH

In case the above schedule is not adhered to, Administrative Officer may be approached Telephone No. 3225215.

REDRESSAL MECHANISM

A.O. & A.C.O. concerned shall personally see that the grievance is redressed on the same day or the next day.

HELPLINE

Our help line Tel. Numbers are 3225215 and 3225359. We are committed to constantly revise and improve the services being offered under the charter.

Let us join in making this charter a success.

WHAT WE EXPECT FROM YOU

Quality, performance, maintenance of professional ethics etc.

WHOM TO APPROACH

Head of Department shall be contacted when the grievance is not redressed with in the stipulated time by the first level contact person concerned mentioned in the table above.

DRAFT CITIZEN’S CHARTER FOR APVVP HOSPITALS

1. PREAMBLE:

This charter is an expression of the commitment and resolve of this hospital to provide to its patients information about the services that are available, the quality and standards of service that they may expect, as also the machinery and procedure available for redressal of their grievances and complaint.

2. GENERAL INFORMATION:

2.1 Hours of Work:

Out Patient Department:

Morning…………A.M to……………..

Evening………….P.M to………………

Administrative Office

Week days………A.M to………………

Lunch Break……P.M to…………P.M

Saturdays………A.M to…………P.M

Closed on Sundays and Gazetted Holidays.

Casuality/Emergency Department	Open throughout 24 hours on all days
Resident Medical Officer	Available throughout 24 hours on all days
Duty Doctor	Every Department connected with casuality/Emergency will have a minimum of one duty doctor available for 24 hours
Specialist Doctors	………….A.M to…………P.M on ……………………….
Laboratory	Week days……….A.M. to ……….P.M Lunch break ……..A.M to ………. P.M Saturdays ………..A.M to ………...P.M Closed on Sundays & Gazetted Holidays

2.2 OTHER FACILITIES:

The list of doctors on duty, the names of Resident Medical Officer, Medical Superintendent, Heads of Different Departments along with their location and telephone numbers etc. is displayed at the Reception.
Wheel Chairs and stretchers are available on request at the gate/reception for facility of patients who are not in a position to walk. Walkways/lifts are also available for access to higher floors.
A location map is on display at the Reception for easy access to various Departments by the patients.
Every staff in this hospital can be identified by their uniform and name badge.
Information regarding the fees and other payments if any to be made for use of the various facilities/diagnostic and other machines and equipment and/or for specialists fees/medicines etc. are also displayed at the Reception. For every payment a properly authenticated official receipt will be given.
Adequate drinking water and toilet facilities are available for the convenience of the public.
Adequate display boards are available at different location for guidance of visitors and out-patients.
Ambulances are available for use on payment throughout 24 hours.
There is a laboratory available in the hospital premises for various tests.
There is a standby generator to cater to Emergency services in case of general break down of electricity.
Public telephone booths are available at various locations in the hospital.(wherever available)
A canteen is available for catering to visitors and out-patients during normal working hours.

3. SERVICE STANDARD:

This hospital has

………….Doctors

………….Nurses

………….Beds

3.1 Standards of service and adequate degree of patient care can be provided to

the extent proper and workable ratio between doctor to patient, nurses to

patient and beds to patients are maintained, as also the extent of availability

of resources and facilities. Consistent with this every possible effort will be

made by this hospital.

- to provide access to hospital and professional medical care to all patients who visit the hospital.

- To prescribe a workable maximum waiting time for out-patients (depending upon the 1) type of facility 2) department 3) staff available), before they are attended to by a qualified doctor and/or specialists and continuously strive to improve upon it.

- To ensure availability of beds and operation theatres facilities as freely as possible.

- To ensure treatment of emergency cases with utmost promptitude and attention.

3.2 Every out-patient seeking treatment at the hospital will be registered and issued a slip for recording details of the symptoms, diagnosis and treatment being provided.

3.3 The patients right to privacy, dignity, religious and cultural beliefs, as also their right to be informed, right to consultation and choice shall be respected.

3.4 No patient shall be treated or examined without his/her consent or the consent of the guardian in the case of minor and the consent of the legal heir in the case of a patient who is unconscious or otherwise unable to express himself. If a legal heir is not available, but a medical intervention is urgently needed and delay is dangerous, the doctor shall be entitled to carry out necessary treatment or operation without such consent.

3.5 No patient shall be used for any research or experiment without a written consent and without being informed of the potential hazards or discomforts involved.

3.6 All patients and visitors to the hospital will receive courteous and prompt attention from the staff and officials of the hospital in the use of its various services.

3.7 Qualified pharmacists shall handle drugs and ensure proper potency and quality of the drug. Every effort will be made to ensure adequate availability of drugs especially those which are life saving. Availability of essential drugs shall be on display.

3.8 Reliability and promptness of laboratory results will be ensured and whenever possible such reports will be made available within 8 hours.

3.9 Operation theatre shall be maintained on a regular basis to ensure that they are serviceable all the time and every effort will be made to keep the hospital and its surroundings, clean, infection-free and hygienic.

3.10 Patient feed back at the time of discharge shall be obtained for improving the

quality of service standards.

4. EQUIPMENT & FACILITIES / SERVICES AVAILABLE:

This hospital has the following services available:

4.1 Speciality Services

4.2 Diagnostic Services

(Egs. X-Ray Machines, testing laboratory, Ultra sound, Cat scan, ECL,

EEG & Oxygen pipe in every room in Intensive Care Unit, centralized air-

conditioned timing in ICU, 24 hour duty nurses for ICU, Physio Therapy

equipment etc….)

5. WHEN THINGS GO WRONG OR FAIL:

5.1 Appropriate action will be taken on those responsible for such failures and action taken to rectify the deficiencies. Complainants will also be informed of the action taken.

5.2 In case of likely persistence of the deficiency, the reasons for the delay in rectifying the deficiency and the time likely to be taken for rectifying the same, will be displayed prominently for the information of the public.

5.3 Special directions would be given to the non-medical staff to deal with the patients and public courteously. Any breach in this regard when brought to the notice of the hospital authorities shall be dealt with appropriately.

5.4 The hospital encourages the patients and the public to inform the authorities when things go wrong. Complaint Book at the casuality and enquiry/reception

5.5 Weekly review meeting will be held of all Heads of Departments to look into performance reports, grievances/complaints & their redressal, non-functioning of equipment, delays in repair, maintenance/replacement of equipments identification of deficiencies etc. and time bound action taken for improving performance.

6. GRIEVANCES / COMPLAINTS / REDRESSAL:

6.1 There will be a designated Medical Officer whose name, location and telephone number is duly displayed at the Reception and elsewhere in the hospital for grievance/Complaint will be acknowledged immediately and dealt with finally within 7 working days.

6.2 Every patient/visitor shall have the right to be heard regarding his/her grievance/complaint.

6.3 If the complainant is not satisfied with the disposal of his grievance/complaint, he can approach to the Head of the Hospital and thereafter the Hospital Advisory Committee.

6.4 A Hospital Advisory Committee consisting of the Head of the Hospital, the Heads of Departments/Wings of the hospital, officials incharge of the maintenance of hospital building, electrical systems and various equipments, representatives of consumers organizations, local MLAs/MPs etc. will be constituted to review periodically the overall performance of the hospital in terms of patient care and treatment as also redressal of grievances & complaints. Hospital Advisory Committee (HAC) Board may be displayed near the reception.

7. RESPONSIBILITIES OF THE USERS:

7.1 Users of the hospital are entitled to demand adherence of all concerned to the Charter Principles as indicated above and bring any shortcomings or deficiencies to the notice of the appropriate authorities.

7.2 Users should appreciate the various constraints under which the hospital is functioning and ensure its smooth functioning without inconveniencing other patients and visitors.

7.3 They should help the hospital authorities in keeping the hospital and its surroundings clean and in proper sanitary condition.

7.4 Provide useful feedback and constructive suggestions regarding the quality and extent of service available at the hospital.

7.5 Refrain from misusing the facilities available or demanding an undue favour from the staff and officials.

8. SUGGESTION FOR IMPROVEMENT:

Any suggestion for improvement of this charter document will be most welcome and may be addressed to:

---------------------------------------------------------

A. P. DRUGS CONTROL ADMINISTRATION

CITIZEN’S CHARTER

Services offered by this department:

· Information on licensed Blood Banks.

· Information on Banned Drugs.

· Information on prices of Notified Drugs.

· Information on drugs about contra-indications, doses, etc.

· Complaints on services of Chemists and Druggists.

· Complaints on quality and adverse reaction of drugs.

II. Our Service Standards

We have set the following Targets/Standards/Response Time for delivery of services by our department:

Sl. No	Item of Work	Targeted Response Time
a.	Information on licensed blood banks	One day/visit http://www.apcda.com/
b.	Information on Banned drugs	Immediate/visit http://www.aidcoc.org/
c.	Information on prices of Notified Drugs	Two days/visit http://www.nppaindia.com/
d.	Information on drugs about contraindications, doses, etc.	Two days/visit http://www.rxforce.com/
e.	Complaints on services of Chemists and Druggists	15 days for local dealer 30 days for outstation dealer.
f.	Complaints on quality and Adverse reactions of drugs	Result will be communicated to you after receipt of Quality Report.

In respect of the above information, complaints can be lodged at the concerned Drugs Inspector’s Office.

In case any further follow-up and for suggestions to improve the services, where you feel necessary, please contact the following officers:

1. Joint Director, Drugs Control Administration, Vengalarao Nagar ,

Hyderabad–500 038; E-mail: apdca@ap.gov.in

2. Director, Drugs Control Administration, Vengalarao Nagar , Hyderabad–500 038; E-mail: apdca@ap.gov.in

3. Inspector General, Drugs and Copy rights, Drugs Control Administration, Vengalarao Nagar , Hyderabad–500 038; E-mail: apdca@ap.gov.in

III. Availability of Forms and Information:

Check list and Forms, please visit http://www.apcda.com//http://www.pharmabiz.com/ or respective Associations.

IV. Guidance and Help can obtained from the Concerned Drugs Inspector’s Office.

V. In case any further follow-up and for suggestions to improve the services, where you feel necessary, please contact the following officers:

1. Deputy Director-I, Drugs Control Administration, Vengalarao Nagar,

Hyderabad–500 038; E-mail: apdca@ap.gov.in

2. Joint Director and Director (FAC), Drugs Control Administration, Vengalarao Nagar, Hyderabad – 500 038; E-mail: apdca@ap.gov.in

3. Additional Director General, Drugs and Copy rights, Drugs Control Administration, Vengalarao Nagar , Hyderabad-500 038; E-mail: apdca@ap.gov.in

VI. HOW YOU CAN HELP US TO HELP YOU BETTER?

i Follow the Guidelines give under the Drugs and Cosmetics Act 1940 and rules thereunder.

ii Associate Drugs Control Administration in meetings of professional organisations like IPA, BDMA, etc.

iii Apply for renewal of licenses in time.

iv While dispensing drugs against prescription, consult the doctor in case of doubt.

v In case of doubt on quality of drugs or complaint from citizens, inform the nearest Drugs Inspector.

HOW YOU CAN HELP US

FOLLOWING GUIDELINES ARE FOR YOUR SAFETY AND HEALTH

1. Consult qualified Doctor and use drugs as per his advice only.

2. Purchase medicines from licensed Medical Shop and insist for bill.

3. In case of non-availability of any drug, please inform nearest officer of Drugs Control Administration for taking further action.

4. Look for the date of expiry and price printed on the label of the drug and if any discrepancy is found, please report to us for taking necessary action.

5. Inform details of any adverse drug reaction you have come across on the use of any drug to us for investigation immediately.

6. Show the drug purchased by you to your doctor for verification and guidance.

7. Destroy all containers of used medicines along with their labels.

8. Keep medicines out of reach of Children.

9. Store medicines properly as per the directions given on the label.

10. Citizen has right to get drug/cosmetics analysed on cost by Government Analyst as per the Drugs and Cosmetics Act.

11. Aggrieved citizen can institute prosecution against any erring dealer/ manufacturer under the Drugs and Cosmetics Act.

12. Don’t accept medicines labeled as “Physician’s Samples” and “Govt. Supply not for sale” from any Medical Shop.

Clarification :

1. Our operations are restricted to Allopathic Drugs and Cosmetics.

2. No action will be taken on anonymous complaints.

CLIENT’S CHARTER

I. Services offered by this department :

1. Grant of manufacturing licenses

2. Renewal of manufacturing licenses

3. Grant/renewal of approval for Approved Laboratories

4. Approval of Additional Products

5. Approval of Technical Staff

6. Recommending for Grant/Renewal of Licenses to Central Licensing Authority, Delhi, with respect to Vaccines and Sera; Large Volume Parenterals; Blood Banks

7. Effecting changes in existing licenses

8. Issue of WHO GMP Certificate

9. Issue of Free Sale Certificate

10. Issue of Market standing Certificate

11. Issue of GMP Certificate

12. Issue of Non-conviction Certificate

13. Issue of production capacity Certificate

14. Grant of Sales Licenses

15. Renewal of Sales Licenses

16. Effecting in existing Sales Licenses

II. Our Service Standards

We have set the following Targets/Standards/Response Time for delivery of services:

Sl. No.	Item of Work	Targeted Response Time
1	Grant of manufacturing Licenses	21 Working days
2	Renewal of manufacturing Licenses	60 Working days
3	Grant/Renewal of approval for Approved Laboratories	30 Working days
4	Approval of Additional Products	10 Working days
5	Approval of Technical Staff	10 Working days
6	Recommending for Grant/Renewal of Licenses to Central Licensing Authority, Delhi with respect to Vaccines and Sera; Large Volume Parenterals; Blood Banks	30 Working days
7	Effecting change in existing Licenses	10 Working days
8	Issue of Free Sale Certificate	5 Working days
9	Issue of Market Standing Certificate	5 Working days
10	Issue of GMP Certificate	15 Working days
11	Issue of Non-Conviction Certificate	5 Working days
12	Issue of Production Capacity Certificate	5 Working days
13	Issue of WHO GMP Certificate	30 Working days
14	Grant of Sale Licenses	30 Working days
15	Renewal of Sale Licenses	90 Working days
16	Effecting change in existing Sale Licenses	15 Working days

NTR UNIVERSITY OF HEALTH SCIENCE :: A.P.:: VIJAYAWADA

CITIZENS’ CHARTER

THE AIM / PURPOSE OF THIS CHARTER IS TO WORK FOR BETTER

QUALITY IN PUBLIC SERVICE.

THE SERVICES RENDERED BY THE DIFFERENT WINGS OF THE

UNIVERSITY :-

ACADEMIC WING:

Sl.No.	ITEM	FEE	SERVICE DELIVERY TIME
ISSUE OF
a)	STATUTES AND REGULATIONS OF VARIOUS	Rs.500/- FOR EACH COURSE	SAME DAY IN PERSON 2DAYS BY POST.
b)	APPLICATIONS FOR DEGREES TO BE ISSUED AT THE TIME OF CONVOCATION.	AS ANNOUNCED	SAME DAY IN PERSON. 2 DAYS Y POST.
c)	HAND BOOKS OF DIFFERENT COURSES	Rs.75/- FOR MBBS Rs.50/- FOR OTHER COURSES
d)	EQUIVALENCE CERTIFICATES.	Rs.1000/- FOR INDIAN CERTIFICATES Rs.5000/- FOR FOREIGN CERTIFICATES	2 WEEKS BY POST 2 DAYS IN PERSON
e)	DEPUTATION ORDERS FOR PG STUDENTS.	Rs.500/-	2 DAYS
f)	CERTIFICATE OF REGISTRATION & PROVISIONAL AFFILIATION.	Rs.50,000/- FOR MEDICAL & DENTAL COLLEGES Rs.25,000/- FOR PARAMEDICAL COURSES.	DATE FIXATION FOR INSPECTION WITHIN A WEEK.

ADMISSIONS WING:

Sl.No.	ITEM	FEE	SERVICE DELIVERY TIME
a)	ISSUE OF ADMISSION APPLICATIONS.	AS ANNOUNCED.	2 DAYS BY POST SAME DAY IN PERSON
b)	GENERAL INFORMATION ABOUT COURSES AND COLLEGES.	FREE	7 DAYS
c)	SANCTION OF LEAVE TO U.G. & P.G. STUDENTS.	FREE	10 DAYS

EXAMINATIONS WING:

Sl.No.	ITEM	FEE	SERVICE DELIVERY TIME
	ISSUE OF
a)	MARKS MEMOS	Rs.20/- FOR REGULAR Rs.50/- FOR DUPLICATE	7 DAYS FOR MBBS & BPT (COMPUTERISED) 30 DAYS FOR OTHERS (MANUAL)
b)	RETOTALLED THEORY ANSWER SCRIPTS	Rs.500/- PER SUBJECT.	30 DAYS FROM THE DATE OF ANNOUNCEMENT OF RESULTS.
c)	PROVISIONAL PASS CERTIFICATE	Rs.50/- FOR UG Rs.75/- FOR PG	7 DAYS
d)	ORIGINAL DEGREE CERTIFICATE UG PG IN PERSON IN ABSENTIA IN ADVANCE POST CONVOCATION	Rs.1000/- Rs.1000/- Rs.1500/- Rs.2000/- Rs.1500/- + LATE FEE OF Rs.200/- PER ANNUM	30 DAYS (UG) 40 DAYS (PG)
e)	DEGREE CERTIFICATE ON EXTRA PAYMENT.	DOUBLE OF REGULAR FEE	2 DAYS UG 7 DAYS PG
f)	MIGRATION CERTIFICATE	Rs.50/-	30 DAYS
g)	OFFICIAL TRANSCRIPTS	Rs.1000/-	30 DAYS
h)	DUPLICATE DEGREE CERTIFICATE	Rs.3000/-	20 DAYS
i)	NAME/SURNAME CHANGE PROCEEDINGS	Rs.500/-	15 DAYS

AVAILABILITY OF INFORMATION: INFORMATION ON THE FOLLOWING SUBJECTS CAN BE OBTAINED FROM OUR OFFICERS LISTED BELOW:

NAMES OF THE OFFICERS

DESIGNATION

LOCATED AT

TELE-PHONE /FAX/E-MAIL

ACADEMIC WING:

DR.P. CHANDRASEKHAR

SRI.P.S.KRISHNA PRATAP,

JOINT REGISTRAR (ACADEMIC)

ASSISTANT REGISTRAR (ACADEMIC)

ROOM NO. 107

ROOM NO. 141

451206

EXT:114

451206

EXT:123

ADMISSIONS WING:

SRI Y.KOTAIAH,

SRI G.K.CHOUDARY,

SMT P.S.RAMA DEVI,

DEPUTY REGISTRAR

(ADMISSIONS)

ASSISTANT REGISTRAR

(ADMISSIONS)

ASSISTANT REGISTRAR (ADMISSIONS)

ROOM NO.130

ROOM NO.131

451206

EXT:115

451206

EXT:116

451206

EXT:117

EXAMINATIONS WING:

DR. D.VIJAYA KUMAR

SRI K.JAGANNADHA RAO

SMT G.ANURADHA

DEPUTY REGISTRAR

ASSISTANT REGISTRAR (EXAMS)

ROOM NO.217

ROOM NO.213

ROOM NO.206

451206

450247 EXT:212

451206

EXT:214

451206

EXT:214

451219

COMPLAINT REDRESSAL SYSTEMS:

COURTEOUS AND HELPFUL SERVICE WILL BE EXTENDED BY ALL THE STAFF. IF YOU HAVE ANY COMPLAINTS TO MAKE IN THE DELIVERY OF THE ABOVE SERVICES YOU ARE WELCOME TO REGISTER YOUR COMPLAINTS WITH THE ABOVE OFFICERS OR WITH DR.S.NARASIMHA REDDY, REGISTRAR IN ROOM NO.110 IN PERSON OR BY PHONE TO HIS PHONE NO.450431.

A CENTRALIZED CUSTOMER CARE CENTER/ GRIEVANCE REDRESSAL CENTER IS ALSO AVAILABLE AT RECEPTION COUNTER WHERE YOU CAN LODGE YOUR COMPLAINT.
ALL COMPLAINTS WILL BE ACKNOWLEDGED WITHIN 7 DAYS AND FINAL REPLY ON THE ACTION TAKEN WILL BE COMMUNICATED WITHIN 30 DAYS.
SUGGESTION FROM OUR USERS / STAKEHOLDERS:
- WE WELCOME SUGGESTIONS FROM OUR USERS.
WE SEEK YOUR CO-OPERATION ON THE FOLLOWING:

CITIZENS’ CHARTER IS A JOINT EFFORT BETWEEN US AND YOU TO IMPROVE THE QUALITY OF SERVICE PROVIDED BY US AND WE REQUEST YOU TO HELP US TO HELP YOU IN THE FOLLOWING WAY.

A) BY GIVING SUGGESTIONS IN WRITING TO THE REGISTRAR IN PERSON.

B) BY SENDING YOUR SUGGESTIONS BY POST TO THE REGISTRAR.

C) BY SUBMITTING THE APPLICATIONS WITH ALL THE REQUIRED DETAILS AND DOCUMENTS REQUIRED INCLUDING THE FEE.

D) THE APPLICATIONS FROM THE STUDENTS ON THE ROLLS OF AFFILIATED COLLEGES WILL HAVE TO BE FORWARDED BY THE PRINCIPAL OF THE COLLEGE CONCERNED WITH DUE RECOMMENDATION. NO APPLICATION WILL BE CONSIDERED WITHOUT SUCH A RECOMMENDATION.

GUIDE BOOK / HAND BOOK / CONSUMER HELPLINE.

WE HAVE PUBLISHED HANDBOOKS FOR STUDENTS OF DIFFERENT COURSES. PLEASE CONTACT THE OFFICERS OF THE ACADEMIC WING FOR MORE DETAILS.

WING	ROOM NO.
ACADEMIC	107
ADMISSIONS	130
EXAMINATIONS	RECEPTION COUNTER.

WE ARE COMMITTED TO CONSTANTLY IMPROVE THE SERVICES BEING OFFERED UNDER THE CHARTER

LET US JOIN IN MAKING THIS CHARTER A SUCCESS !

REGISTRAR

N.T.R. University of Health Sciences

VIJAYAWADA – 520 008. A.P.

ANDHRA PRADESH HOUSING CORPORATION

A MODEL FORMAT FOR CITIZEN’S CHARTER

1. The Aim/purpose of this charter is to work for better quality in public service.

2. (Enumeration of services delivered by the department ) We deliver the following

services:-

a) Housing to weaker sections b) Cost Effective and Eco friendly

Building Materials

3. Our aim is to achieve the following service delivery / quality parameters.

Nature of Service

Service Delivery Standards – Time limit (days/hours/minutes)

Remarks

Not Applicable As construction of Houses

is dependent on funds availability time frame cannot be set.

4. Availability of information on the following subjects can be obtained from our officers

listed below :

1. Information relating to	2. Name of the Officer	3. Designation	4. Located at	5. Office Telephone / Fax / E-mail
a&b	B. Subhasbabu	SE - I	Hyderabad	(040) 7663348 / 3225018
a&b	SMAK Azad	SE – II	Hyderabad	(040) 7662007 / 3225018
a&b	Narayanaswamy	DM	Srikakulam	(08942)22934/23581/ 22939
a&b	J.Laxman	DM	Vizianagaram	(08922) 26756
a&b	Sai Satya Srinivas	DPO	Visakhapatnam	(0891) 754167 / 755064
a&b	P.Sriramulu	DM	East Godawari	(0884) 378704 / 378781
a&b	R.V.V.Satyanarayana	DM	West Godawari	(08812)51530/31457 /37204
a&b	G.Niranjan	DM	Krishna	(08672) 52414 / 52495
a&b	C.V.Mohan Rao	DM	Guntur	(0863) 241563/354804
a&b	Vijay Sekhar Rao	DM	Prakasam	(08592)33204 / 27190
a&b	P.Ravi Prakash	DM	Nellore	(0861) 328604 / 321872
a&b	Pandu Ranga Rao	DM	Chittoor	(08572)33506/29750
a&b	S.Rama Subbu	DM	Cuddapah	(08562)41323/45572
a&b	L.Murali	DM	Ananthapur	(08554)20456/33436
a&b	P.Vijay Kumar	DM	Kurnool	(958518)35557
a&b	D.Selvaraj	DM	Mahaboobnagar	(958542)42807/45791
a&b	B.Dhanunjayudu	IC DM	Ranga Reddy	(040) 3241546
a&b	Ch.Venkateswara Reddy	IC DM	Hyderabad	(040) 3203099/6626385
a&b	Sarathbabu	DM	Medak	(911) 76296
a&b	L.Ravi Kumar	DM	Nizamabad	(958462)21202/32747
a&b	Mallikarjuna Rao	DM	Adilabad	(08732) 26337/23098
a&b	K.Janardhan Reddy	DM	Karimnagar	(958722)43723
a&b	P.Manik Reddy	DM	Warangal	(958712) 577681/575091
a&b	Nagasiva Rao	DM	Khammam	(958742) 28391/32743
a&b	S.Eswaraiah	DM	Nalgonda	(958682)28582/45597
a&b	V.V.S.R.S.Subramanyam	DEE	Adilabad	(08732)26337
a&b	Vacant i/c DEE Manchiryala	DEE	Nirmal	(08734)42769
a&b	S.Vanaja Rani	DEE	Manchiryala	(08736)53201
a&b	V.Subramanyam	DEE	Asifabad	(08733) 70543
a&b	K.Nageswara Rao	DEE	Utnoor	(08731)75281
a&b	M.Venkata Subbaiah	DEE	Ananthpur	(08554)20456
a&b	K.Roop Chandra	DEE	Dharmavaram	(08559)23385
a&b	M.Chandramouli Reddy	DEE	Hindupur	(08556)20117
a&b	T.Ramesh	DEE	Chittoor	(08572)33506
a&b	K.Adi Subramanyam	DEE	Tirupathi	(08574)46132 98490-30105
a&b	K.B.Venkatesh Reddy	DEE	Mandapalli	(08571)62427
a&b	M.V.S.Prasad	DEE	Cuddapha	(08562)45572
a&b	S.V.R.Prasad	DEE	Rajampet	(08565)40412
a&b	D.Sudhakar Reddy	DEE	Proddutoor	(08564)53770/58200
a&b	M.G.S.Prasad	DEE	Kakinada	(0884)378704
a&b	S.Raghubhushan Rao	DEE	Peddapuram	(08852)41485/41660
a&b	G.Satyananrayana	DEE	Amalapuram	(08856)31424
a&b	Tarachand	DEE	Rajahmundry	(0883)442586
a&b	R.Ravi Shankar	DEE	Rampachodavaram	(08864)43563
a&b	V.Dasiel	DEE	Guntur	(0863)241563
a&b	K.Ravi Kumar	DEE	Tenali	(08644)28897
a&b	K.Ravinder Reddy	DEE	Narasaraopet	(08647)22531
a&b	Ch.Venkateswara Reddy	DEE	Hyderabad	(040)3203099
a&b	P.Narasimha Rao	DEE	Karimnagar	(08722)44645
a&b	K.Sai Ram Naidu	DEE	Jagityala	(08724)21732
a&b	G.Narayana	DEE	Manthani	(08729)7127
a&b	P.V.Venkatapathi	DEE	Pedapalli
a&b	K.Pavan Krishna	DEE	Khammam	(08742)28391
a&b	G.N.Shesubabu	DEE	Kottagudem	(08744)43411/30411)
a&b	G.Bhoodaiah	DEE	Bhadrachalam
a&b	P.Raghuram	DEE	Palvancha	(08744)53123
a&b	V.S.Satyanarayana	DEE	Machilipatnam	(08672)52414
a&b	P.Arjun Rao	DEE	Vijayawada	(0866)476498
a&b	K.Subramanyeswara Rao	DEE	Gudiwada	(08674)44384
a&b	P.Chandrashekar Rao	DEE	Nuzvidu
a&b	V. Chandrashekar Reddy	DEE	Kurnool	(958518)35557
a&b	Nagabhushamnam	DEE	Adoni	(958512)53522
a&b	K.Basavaiah	DEE	Nandyal	(958514)43095
a&b	G.Uma Maheswar Rao	DEE	Mahaboobnagar	(958542)42870
a&b	C.V.Prasad	DEE	Nagar-kurnool	(9585438)26430
a&b	V.Bhaskar	DEE	Gadwall	(958546)62592
a&b	K.Satya Prasad Reddy	DEE	Narayanpet	(958506)82563
a&b	V.Sridevi	DEE	Medak	(911) 55092
a&b	R.V.Kameswar Rao	DEE	Sanga Reddy	(911)56296
a&b	M.A.Azeez	DEE	Siddipet	(08457)23763
a&b	T.V.R.Sesha Sai	DEE	Nalgonda	(958682)45597
a&b	D.Venu Gopal Rao	DEE	Bhongir	(958685)42911
a&b	S.Mohan	DEE	Miryalaguda	(958689)41778
a&b	Balachandrulu	DEE	Nellore	(0861)328604
a&b	K.Ramachandran	DEE	Kavali	(08626)43717
a&b	B.V.Nagesh	DEE	Gudur	(08624)51449
a&b	G.Somulu	DEE	Nizamabad	(958462)21203
a&b	R.Prakash	DEE	Kamareddy	(958468)29413
a&b	G.E.Jaya Prakash	DEE	Bodhan	(958467)22773
a&b	V.Vijaya Kumar	DEE	Ongole	(08592)31214
a&b	T.V.Seshaiah	DEE	Kandukur	(085982)34599
a&b	K.Tarakarama Rao	DEE	Markapuram	(08596)22228
a&b	K.Brahmanandam	DEE	Chevella	(040)3227907 / 08
a&b	N.N.Mohan Rao	DEE	Hyderabad East Divn	(040)3227907 / 08
a&b	Kasi Visweswara Rao	DEE	Vikarabad	(040)3227907 / 08
a&b	S.V.Ramana Murthy	DEE	Srikakulam	(08942)22934
a&b	P.Srinivasa Rao	DEE	Tekkali	(08945)44512
a&b	B.H.Srinivas	DEE	Palakonda	(08942)63246
a&b	M.V.Ramana	DEE	Visakhapatnam	(0891)754167
a&b	N.Ganapathi	DEE	Narsipatnam	(958932)35451
a&b	C.S.S.Somaraju	DEE	Paderu	(958935)40208
a&b	S.Koteswara Rao	DEE	Vizianagaram	(08922)26756
a&b	A.Nageswari	DEE	Parvathi Puram	(08944)61219
a&b	A.V.R.Ramdev Reddy	DEE	Warangal	(08712)77681
a&b	A.Venkateswara Rao	DEE	Mahaboobabad	(08719)40059/P.P.
a&b	U.Shanmuka Rao	DEE	Mulugu
a&b	E.Srinivas Rao	DEE	Eluru	(08812)31457
a&b	G.Koti Reddy	DEE	Kovvur	(08813)31512
a&b	G.V.Prasad	DEE	Narsapur	(08814)73386

5. For information outside office hours, please contact :

Availability of Prescribed form

Title of the Form	Fee to be Paid	Whom to Contact
a)
b)
c)

Forms are also available in the web site at http://www.nil/ (Where the applicable and be downloaded.)

6. Complaint redressal system

All the staff will extend courteous and helpful services. If you have any complaints to make in the delivery of the above standards you are welcome to register your complaints with the following officers.

Name	Designation	Located	Telephone/Fax/E-mail
a)	M.D. Housing Corporation	Hyderabad	3228932, 3228930
b)	D.B Housing	District Head Quarter	As shown against item(4)
c)	Divisional Executive Engineer	Sub Division Head Quarter	As shown against item(4)

We have also created a web site for registering complaints at http://www.__________/ and you are welcome to use this facility.

7. A centralized customer care centre/grievance redressal centre is also available at

Head Office District and division Head quarters, where you can lodge your complaint.

8. All complaints will be acknowledged by us within 7 days and reply on the action taken

will be communicated within 30 days.

9. Consultation with our users / stakeholders Not applicable.

· We welcome suggestions from users.

· We conduct _________ Polls.

· We hold periodical _____________________ meetings with users/user representatives and if you wish to be associated with this please contact ___ at_

· Please also enter your details at our website http://www.__/ indicating your willingness to be available for consultation, survey on the points enlisted in the charter.

10. We seek your co-operation on the following Not applicable.

Citizens’ Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way (give details relevant to the concerned department )

a. Not applicable

b. Not applicable

11. Guide Book/Hand book/Consumer Helpline

We have published a Handbook for the guidance of our customers. .

Our Helpline number is 23228930.

Our customer information office is located at DM Office, District Head Quarters,

We are committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS.

ANDHRA PRADESH HOUSING BOARD

CITIZEN’S CHARTER

1. The Aim / purpose of this charter is to work for better quality in public service.

2. We deliver the following services.

Provision of houses / Flats / Plots

3. Our aim is to achieve the following service delivery / quality parameters.

Sl.No.	Nature of Service	Service Delivery Standards ( Time limit )	Remarks
a)	Drawal of lots for allotment of houses / flats / plots notified.	Three months	From the last date fixed for receipt of applications.
b)	Construction of houses / flats	Two years	From the date of commencement of the scheme.
c)	Developed plots	One year	From the date of commencement of development works.
d)	Registrations	30 days	From the date of full payment of the cost.

4. Availability of information on the following subjects can be obtained from our

officers listed below:

Information relating to

Name of the Officer

Designation

Located at

Office Telephone / Fax / E-mail

a) Drawal of lots

Sri M.G.K.Murthy Raju

Also Officers in the concerned Divisions

Estate Officer

Assistant Estate Officer

Hyderabad

List enclosed

4603571-75

Ext. 320

b) Construc-tion of houses / flats / plots

Sri Mazhar Uddin

Also Officers in the concerned Divisions

Chief Engineer

Executive Engineer

Hyderabad

List enclosed

4603294

c)Registra-tions

Sri M.G.K.Murthy Raju

Also Officers in the concerned Divisions

Estate Officer

Executive Engineer

Hyderabad

List enclosed

4603571-75

Ext. 320

5. For information outside office hours, please contact :

Sl.No.	Name of the Officer	Designation	Office Telephone / Fax / E-mail
1	Sri K.V.Rmana Chary	Vice-Chairman & Housing Commissioner	3350258
2	Sri Mazhar Uddin	Chief Engineer	3316648
3	Sri M.A.Azeem	Secretary	6825796
4	Sri M.G.KMurthy Raju	Estate Officer	3150329
5	Sri T.S.V.Ratnam	Public Relations Officer	3741821
6	Sri D.S.Raju	Project Coordinator

6. Complaint redressal systems.

Sl.No.	Name of the Officer	Designation	Office Telephone / Fax / E-mail
1	Sri K.V.Rmana Chary	Vice-Chairman & Housing Commissioner	4732063
2	Sri Mazhar Uddin	Chief Engineer	4603294
3	Sri M.A.Azeem	Secretary	4732195
4	Sri S. Bhoopal Reddy A.E.O., Prahahitha Cell	Assistant Estate Officer	4732063 Ext. 217
5	Concerned Executive Engineers in Divisions	Executive Engineer	List enclosed

7. A centralized customer care centre/grievance redressal centre is also available at

Prajahita Cell, 1^st floor, Gruhakalpa, M.J.Road, Hyderabad – 500 001, here you can lodge your complaint.

All complaints will be acknowledged by us within 7 days and reply on the action taken

8. All complaints will be acknowledged by us within 7 days and reply on the action taken

will be communicated within 30 days.

9. Consultation with our users

· We welcome suggestions from users.

· Our Executive Engineers will hold bimonthly meetings with the allottees in the

respective colonies and if you wish to be associated with this, please contact the Executive Engineer concerned.

10. We seek your co-operation on the following

Citizens’ Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way;

a) Timely payment of installments.

b) Take possession of the house allotted to you within 30 days of its completion.

c) Do not carry out any additions and alternations to the house / flat allotted to

you, without prior approval of APHB and the Local Authority.

11. Our customer information center is located at Public Relations Officer, Ground Floor, Gruhakalpa, M.J.Road, Hyderabad – 500 001.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS.

A.P. HOUSFED : HYDERABAD

CITIZENS’ CHARTER

1. SERVICE DELIVERED BY THE A.P.HOUSFED.

A) LOANS FOR CONSTRUCTION OF NEW HOUSES / REPAIRS / RENEWALS.

B) GUIDENACE TO THE CO-OP. HOUSING SOCIETIES TO CATER TO THE HOUSING NEEDS OF RURAL AND URBAN COMMUNITIES.

2. OUR AIM IS TO ACHIEVE THE FOLLOWING SERVICE DELIVERY / QUALITY PARAMETERS.

Nature of Service Service Delivery Standards Remarks

Time Limit(Days/Hours/Minutes)

a) Sanction of Loans to 3-7 days Depending on

Individuals through validity of Title

Primary Coop. Housing Societies.

b) Release of Loans 3-7 days - do -

c) Return of Documents 1 day Subject to

clearance of loan.

3. AVAILABILITY OF INFORMATION : INFORMATION ON THE FOLLOWING SUBJECTS CAN BE OBTAINED FROM OUR OFFICERS LISTED BELOW :

Information related to	Name of the Officer	Designation	Located at	Telephone/ Fax / E-mail
A	Sri T. Sreenivasulu	Managing Director	Baghlingampally, Hyderabad	7662619 Fax : 7666342
A	Sri Syed Azam Hussaini	Regional Manager	Baghlingampally, Hyderabad	7668606 7660181
A	Sri C.H.Chandra Mouleswara Rao	Regional Manager	Labbipet, Vijayawada.	475468
A	Sri G.Venkataiah	Regional Manager	Cuddapah	43170
Boiler	Sri T.Sreenivasulu	Managing Director	Baghlingampally, Hyderabad	7662619 Fax : 7666342
Boiler	Sri Y.Gopal Raddy	General Manager	Baghlingampally, Hyderabad	7668606 7660181
C	Sri Y.Gopal Raddy	General Manager	Baghlingampally, Hyderabad	7668606 7660181

4. AVAILABILITY OF PRESCRIBED FORMS.

Title of the Form

Fee to be paid

Whom to contact

a) Application for affiliation

Free of cost

Head Office, Hyderabad

b) Loan Application Forms

One set & Rs. 10/-

1) Stores, Head Office.

2) Regional Office, Vijayawada/Cuddapah

3) Primary Coop. Housing Society in your area.

SOCIAL WELFARE DEPARTMENT – CITIZENS’ CHARTER

The Social Welfare Department is dedicated to the integrated and overall development of the most vulnerable section of the population in the state, the SCHEDULED CASTES. According to 1991 census the scheduled caste population in the state is 105.92 lakhs, which accounts for 15.93 percent of the state’s total population.

The main mission of the department is educational, socio-economic development, welfare and protection of scheduled castes. Besides this Social Welfare department has been implementing programmes of ‘Social Defense’ like homes for orphan children rehabilitation of Jogins and bonded labourers and pensions to poor windows.

The Commissioner ate of Social Welfare is responsible for implementation of educational programmes through hostels and scholarships, implementation of Protection of Civil Rights Act, 1955 and the Scheduled Castes and Scheduled Tribes (Prevention of Atrocities) Act, 1989, reservation policy, monitoring the progress in filing up of backlog vacancies and monitoring of Special Component Plan.

VISION of the Department :

· The State will play a proactive and aggressive role in empowering and protecting all disadvantaged groups, and bringing all backward areas into the mainstream of the economy and society.

· The first step in this endeavor will be to eradicate poverty and eliminate current inequalities that prevent the members of some of its groups from realizing their full potential.

· By 2020 Andhra Pradesh will be a just and egalitarian society. There will be equal opportunity for all and full protection of rights of disadvantaged and vulnerable groups. All sections of society will have equal access to opportunities for education and employment.

· To create robust safety net Andhra Pradesh will need to redefine its mix of programmes and focus them on specific vulnerable groups.

The department is headed by Commissioner, Social Welfare. He is assisted by the Additional Commissioner, Additional Director, Six Zonal Joint Directors and other staff.

At district level District Collectors are mainly implementing the schemes with the assistance of the Deputy Director (Social Welfare), District Social Welfare Officers. In addition 165 Assistant Social Welfare Officers assist the Dy. Director (SW) in the executive functions at the erstwhile Taluk Head Quarters.

1. POST MATRIC SCHOLARSHIPS

Department sanctions Post Matric Scholarships to the SC students studying in recognized institutions, Dy. Director (SW) is the sanctioning authority.

· SERVICES

· Supply of application forms at the time of admission

· Sanction of Scholar ships – Maintenance Fees.

CITIZENS’ RESPONSIBILITIES

· Enclose genuine certificates

· Fill up all the columns of the application form.

· Submit the application forms in time.

· Submission of acquittances and UCs of one quarter before the next sanctions.

RESPONSE TIME

· Receipt of Scholarship forms by 30^th September in respect of General Courses.

· Receipt of Scholarship forms by 30^th November or one month from the date of admission in respect of professional Courses.

· Sanction of Scholarships – By 30^th June for Renewals.

- By 30^th November for fresh students of general courses.

- By 31^st December for fresh students of professional courses.

WHOM TO CONTACT

· Initial Contact – College Principal

· Second Contact – Asst. Social Welfare Officer / Dist. Social Welfare Officer

· Third Contact Dy. Director Social Welfare

· Fourth Contact Commissioner Social Welfare / Government

PREMATRIC SCHOLARSHIPS

The ASWOs are sanctioning Pre Matric Scholarships to students from 3^rd to 10^th class Day Scholars.

· SERVICES

· Sanction of Scholarships

CITIZENS’ RESPONSIBILITIES

· Enclose genuine certificates.

· Fill up all the columns of the application form.

· Submit the application forms in time.

· Submit acquittances in time for amounts paid.

RESPONSE TIME

· Sanction of Scholarships – By 31^st August for Renewals

- By 31^st October for fresh

WHOM TO CONTACT

· Initial Contact – School Head Master

· Second Contact – Asst. Social Welfare Officer

· Third Contact – District Social Welfare Officer

2. PRE MATRIC HOSTELS / ANANDA NILAYAMS / CHILDREN HOMES / ASHRAM SCHOOLS / V M HOME / OLD AGE HOME

Pre Matric Children studying from classes 3 rd to 10^th children of those engaged in Unclean occupations / orphans / old age people will be admitted into hostels / Ananda Nilayams / Children Homes / Old Age Home respectively. They will be provided free boarding and lodging facilities.

SERVICES

· Applications for Admission into Hostels / Other Institutions

· Payments to parties subject to availability of budget.

CITIZENS’ RESPONSIBILITIES

· Enclose genuine certificates.

· Fill up all the columns of the application form

· Submit the application forms in time

· Maintain discipline and decency

· Keep the surroundings clean.

RESPONSE TIME

· Applications for Admission into Hostels – within 15 days from the date of admission into schools.

· Payments to parties – from the date of admission subject to availability of budget.

· Incentive Award – within 30 days subject to availability of budget

WHOM TO CONTACT

· Initial Contact – Dy. Director Social Welfare / District Collector

· Second Contact – Commissioner of Social Welfare.

ATROCITIES, RELIEF & LEGAL AID

Depending on the atrocity, department sanctions the relief. The District Collector is the sanctioning authority.

SERVICES

· Atrocity of the incidence.

· Registration of Police case.

· Sanction of Relief and Legal Aid and other rehabilitation measures.

CITIZENS’ RESPONSIBILITIES

· Genuine cases should be reported

RESPONSE TIME

· Registration of Police case – The moment it is reported

· Sanction of Relief with in a couple of days

· Sanction of rehabilitation – 30 days after the case is registered.

WHOM TO CONTACT

· Initial Contact – Station House Officer / MRO

· Second Contact – Dy. supt. of Police / Dy. Director Social Welfare / RDO

· Third Contact – Dist. Collector

· Forth Contact – IG PCR Cell / Commissioner Social Welfare / Govt.

OTHERS

Government is sanctioning budget for construction of community halls at a cost of Rs. 3.00 lakhs at a cost of Rs. 3.00 lakhs for each community hall with 85% Government funds and the remaining 15% amount is to be met from the local bodies in the from of Shramadan.

Government provides assistance for NGOs working for upliftment of SCs.

SERVICES

· Sanction of New Community Halls / Ambedkar Statues

· Sanction of assistance to Non Government Organisations

CITIZENS’ RESPONSIBILITIES

· Suggest suitable places for Community Halls etc.

· Indicate genuine need and demand. Mobilise public contribution prescribed.

RESPONSE TIME

· Sanction of New Community Halls / Hostel / Ambedkar Statues – Proposals to Government / Reply to Representatives – within 15 days.

· Sanction of assistance to Non Government Organisations – within 30 days after the receipt of Dist. Collectors report subject to availability of budget.

WHOM TO CONTACT

(Community Halls)

· Initial Contact – DD(SW) of concerned district

· Second Contact – CSW, AP, Hyderabad

(SW Fund)

· Initial Contact – AD Fund in the Office of the CSW, AP, Hyderabad.

· Second Contact – CSW, AP, Hyderabad.

Note : Suggestions for improving this Citizen’s Charter are welcome and may be sent to Commissioner, Social Welfare Department, Hyderabad. Phone : 040-23391361.

ANDHRA PRADESH SCHEDULED CASTES COOP FINANCE CORPORATION LIMITED,

5^TH FLR., T.S. BHAVAN, MASAB TANK HYDERABAD

Andhra Pradesh Scheduled Castes Coop Finance Corporation as a part of its efforts to improve the quality and promptness in the delivery of services to the citizens of A.P. belonging to Scheduled Castes, this Citizens Charter is prepared. This charter fixes the responsibility on the officials of APSCCFC, Hyderabad and the District Societies and the time frame in which the concerned officials have to attend to and redress the public grievances.

About the Corporation background

The Corporation was set up in December 1973 and was registered under the AP Cooperative Societies Act, 1964. The share holding between the State and Government of India is 51:49 respectively.

Objectives

To work for the economic upliftment and to improve the standard of living of the Scheduled Castes.
To plan, promote, undertake and assist the projects for income generating activities.
To mobilize grants, loans and advances from the State Government, Government of India and Financial Institutions and release funds to the District Societies as per the Action Plans.
To offer training programs for skill upgradation for, self and wage employment.
Empower women and self-help groups for taking up economic support activities.

Organization chart

State Level

Committee of Persons

VC & Managing Director

GM(Dev & Fin) GM (Admn.,) Legal Officer

Spl. Officers Admn.Officer A.E.O.

CSR/Supdt. AEOs

MEOs Subordinate Staff

District Level Chart

Dist. Collector / Chairman

Executive Director

EO APO

AEO Subordinate Staff

Subordinate Staff

Head Office – APSCCFC (Functions)

The corporate head office formulates policies in terms of preparing annual Action Plans, monitors implementation of schemes and mobilizes resources from various financial institutions.

Functions of the District Societies

The District Societies function under the guidelines of the Committee under the Chairmanship of the Collector. The Executive Directors of the District Societies will be mainly responsible for implementation of various schemes formulated by the APSCCFC for the benefit of SCs. The District Societies will in turn prepare village wise, mandal wise Action Plans and credit plans at District level.

Preparation of Annual Action Plans & Credit plans at District level.
Identification of eligible applications & sanctioning and grounding of schemes.
Mobilizing funds from other agencies like DRDA, Local Bodies & Banks.
Organizing training and awareness programs for the beneficiaries.
To coordinate with other Government agencies like AP Transco, Ground Water Dept. etc.,

Eligibility for availing loans

All the Supreme Court families who are below poverty line and whose annual income is less than Rs.19,654/- in Rural areas and less than Rs. 27,247/- in Urban areas are eligible to avail the scheme under APSCCFC. In respect of schemes financed by NSFDC, the income of the beneficiaries should be double the below poverty line i.e., Rs. 20,000/- in rural areas and Rs. 55,000/- in urban areas. The minimum age limit is fixed at 18 years.

Achievements of the APSCCFC

The Corporation has provided assistance to 34.53 lakh S.Cs in the State, involving an expenditure of Rs.2058.74 crores since its inception, during the last 28 years.

Repayment Schedule

The loan component on the financial assistance given to the beneficiaries has to be recovered in installments as per the schedule fixed for each scheme. The amounts recovered can be remitted to a separate head of account opened at Mandal level Bank branch to facilitate the beneficiaries to remit the amounts promptly without going to the District head quarters.

Availability of prescribed forms

Title of the Form

Fee to be paid

Whom to contact

1. Application form for Financial

Assistance by the APSCCFC

Free supply

1. Executive Director

District S.C.Coop Service Society

2. Mandal Development Officer of

the respective Mandal

Complaint redressal systems

Courteous and helpful service will be extended by all the staff. If the public have any complaints to make in the delivery to the above standards they are welcome to register their complaints with the Executive Director, District Scheduled Castes Service Coop. Society Limited located at District head quarters, at District level.

We have also created a web site for registering complaints at http://www.apsccopr.com/ and all are welcome to use this facility.

A centralized grievance redressal center is also available at the office of the Managing Director, AP S.C.Co-op. Finance Corporation Limited, Hyderabad.

All complaints will be acknowledged within 7 days and final reply on the action taken will be communicated within 30 days.

CITIZENS CHARTER

TRIBAL WELFARE DEPARTMENT

1. The Aim / Purpose of this Charter is to work for better quality in public service.

2. (Enumeration of services delivered by the Department) we deliver the following services :

3. Our aim is to achieve the following service delivery / quality parameters.

Item	Nature of service	Service Delivery Standards Time Limit (days / hours / minutes)	Remarks
a	Admission of eligible ST students in Tribal Welfare Educational Institutions – Ashram Schools, Hostels, Resdential Schools and GVVKs.	31^st of Aug	Subject to the seats available and open of admissions
b	Sanction of Post Matric Scholarships to the eligible ST students	As per schedule from time to time
c	Sanction of Prematric Scholarships to the eligible ST students	As per schedule from time to time
d	Grievances redressal and coordination	15 days
e	Sanction of Legal aid to the eligible cases	30 days
f	Imparting Pre-examination training, Vocational training to the ST youth	As per schedule from time to time
g	Providing Referral fund to patients in needy cases	24 hours
h	Sanction of Educational loan to the eligible ST students	As per Guide Lines
i	Caste verification and clearance of bogus certifications	60 days
j	Relief and rehabilitation to victims of atrocities against STs and implementation of PCR Act	15 days
k	Providing financial assistance to ST families below poverty line	60 days from the date of application	Subject to the Dist level strategies of implementative as applicable from time to time
l	Providing epidemic surveillance in tribal areas	As per schedule from time to time

4. Availability of Information : Information on the following subjects can be obtained from our officers list below :

Information Relating To		Name of the Officer	Designa-tion	Located at	Telephone / Fax / E-Mail
Information Relating To		Name of the Officer	Designa-tion	Located at	Telephone / Fax / E-Mail
Subject	Item
(1)		(2)	(3)	(4)	(5)
Planning	m	Joint Director (Planning)	JD	O/o Commissioner of Tribal Welfare, T S Bhavan Masab Tank, Hyderabad.	Ph. 33171777 / 78 Fax : 3315236 E-Mail: comtwd@hd2.dot.net.in
Education	a,b,c,d,I	Deputy Director (Education)	DD (Edn.)
Programmes	h	Deputy Director (Programmes)	DD (Prog)
Residential Schools	a	Joint Secretary (Gurukulam)	Joint Secy. (Guru)
LTR, Caste Verification and Training	f,g,j,k	Joint Director (TCR & TI)	JD (TCR & TI)
Economic Support	l	General Manager TRICOR	GM TRICOR
Grievances	e	Deputy Director (Appraisal)	DD (App)

5. For information outside office hours, please contact

Availability of prescribed forms

Title of the Form	Fee to be paid	Whom to contact
(a) Sanction of Financial Assistance under TRICOR	Free of cost	Project Officers of ITDA’s of ITDA Dists and Member Secretary / Dist Tribal Welfare officers of all non ITDA Dists
(b) Post-matric Scholarship	Free of cost	Project Officers of ITDA’s of ITDA Dists and Dist Tribal Welfare Officers of all non ITDA Dists
(c) Caste Certificate verification.	-	Director, Tribal Cultural Research and Training Institute.

Forms are also available in the web at http://www.aptribes.com/ and can be downloaded.

6. Complaint redressal systems

Name	Designation	Located	Telephone / Fax / E-Mail
(a)	Dist Tribal Welfare Officer for non ITDA Dists	All non ITDA Dists.	-
(b)	Project Officers for ITDA Dists.	ITDA Dists	-
(c)	Joint Director (T.W)	Head Office, Hyderabad	Ph. 33171777 / 78 Fax : 3315236 E-Mail : comtwd@hd2.dot.net.in
(d)	Director (TRI)
(e)	Gurukulam
(f)	TRICOR

We have also created a web site for registering complaints at http://www.aptribes.com/

7. A centralized customer care center / grievance redressal center is also available at Commissionerate of Tribal Welfare, Masab Tank, Hyderabad where you can lodge your complaint.

8. All complaints will be acknowledged by us within (3) days and final reply on the action taken will be communicated within (15) days in case of non-financial need and in (45) days in case of financial need.

9. Consultation with our users / stakeholders

We welcome suggestions from our users.

We conduct opinion polls.

We hold periodical coordination meetings with users / user representatives and if you wish to be associated with this please contact Project Officers / Dist Tribal Welfare Officers concerned.

Please also enter your details at our web site http://www.aptribes.com/ indicating your willingness to be available for consultation, survey on the points enlisted in the Charter.

10. We seek citizens co-operation on the following

Citizen’s Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way (Give details to the concerned Departments)

(a) Feed back of Schemes implemented by the Department

(b) Suggestions for Economic Support – Margin Money, NSTFDC Loans.

11. Guide Book / Hand Book / Consumer Helpline

We have published a Handbook for the guidance of our customers. Please contact Information Officer for more details.

Our Helpline number is 23317177, 23317178

We are committed to constantly revise and improve the services being offered under the Charter.

B.C. WELFARE DEPARTMENT

CITIZEN’S CHARTER

COMMISSIONERATE

The Backward Classes population in Andhra Pradesh is approximately 50% of the total population of 757.27 lakhs (2001 Census). At present 94 castes have been listed as Backward Classes in Andhra Pradesh and out of them 21 castes are vocational groups.

The Department is headed by Director / Commissioner of B.C. Welfare. He is assisted by a joint Director, (3) Deputy Directors, (1) Assistant Director, Accounts Officer and other staff.

At District level the District Collectors are mainly implementing the schemes with the assistance of District B.C. Welfare Officers are functioning at Divisional level. There are 1427 Hostel Welfare Officers looking after the welfare of the boarders in the BC hostels.

I ) Aim of the organization :

“ To bring the Backward Classes socially, educationally and economically on par with other developed communities and to achieve a just and egalitarian society “.

II) Services provided to the Citizens :

1. Providing boarding and accommodation facility to 1.50 lakh Prematric BC students through 1427 hostels.

2. Providing Post-matric Scholarships to about 3.00 lakh BC students studying Post-matric Courses.

3. Providing Tution Fees and Special Fee reimbursement to the eligible BC students studying Post-matric Courses.

4. Providing quality education to about 10,000 BC students through BC Residential Schools.

5. Providing coaching facilities to 10,000 BC students appearing for competitive examinations and Professional courses through Study Circles.

6. Providing training programme to BC Advocates.

7. Sanctioning Inter Caste marriage incentives to the eligible couple.

8. Registration of Nayee Brahmin Societies.

9. Registration of Washermen Societies.

10. Construction of a B.C. Bhavan at the State level.

III) Our service standards :

We have set the following facilities, standards and response time for delivery of the services :

1) Hostels :

Admission to the boarders

a) Completion of admissions within 20 days from

the last date of receipt of applications – 30^th June

b) Display of list of names of selected students is on

notice board of the Hostel and at the offices of

ABCWOs and DBCWOs. -

c) Nutritious food is provided -

d) Tutorials & coaching to Hostel boarders

is provided -

e) Health checkup for the boarders once in

two Months through local PHC Doctor is arranged. -

How hostel boarders can help

Ø Maintaining the hostel Premises, living rooms and the kitchen neat and clean.

Ø Using litterbins.

Ø Plantation of trees and raising kitchen garden.

Ø Conservation of rainwater.

Ø Avoid wastage of water.

Ø Proper maintenance of toilets.

Ø Forming squads with specific turn duties to monitor issue of daily stocks and proper implementation of “MENU” prescribed.

Ø Complaining to the right officer at the right time.

Ø Following the study plan and taking the advantage of special coaching.

2) Post-matric Scholarships : Time Schedule

a) Notification for fresh Post-matric Scholarships June

b) Drawal and disbursement of 1^st & 2^nd quarters

renewal scholarships (Subject to availability of Funds) October

c) Convening of Scholarships Committee meeting and

Sanction of fresh Scholarships November

d) Drawal and Disbursement of 1^st spell fresh

Scholarships (Subject to availability of Funds) December

e) Drawal and Disbursement of 3^rd quarter renewal

& 2^nd spell fresh scholarships. March / April

f) Notification of Scholarships sanctions and

Publishing Hand books. April

g) Post – cards to parents on sanction of Post-matric

Scholarships. April

h) Displaying the sanctions data on the internet. April

i) Providing applications free of custody

j) Sanctioning of fresh scholarships December

3) Coaching to BC students appearing for various Competitive examinations : Plan schedule

Notification for :

a) Civil Services (Prelims) - October 1^st week

b) IES / IFS - January 1^st week

c) EAMCET - January 1^st week

d) ICET - April 1^st week

e) EDCET - May / June 1^st week

f) Civil Services (Mains) - August 1^st week

g) GATE - December 1^st week

h) Merugu - July 1^st week

4) Administration of Justice :

1) Issue of Notification - August

2) Selection Committee meeting and

selection of Candidates - September

5) Registration of Nayee Brahmin Societies :

Registration of Society - 30 days from filling

of application

6) Registration of Washermen Societies :

Registration of Society - 30 days from filling

of application

IV) Availability of forms and information :

a) various forms relating to the Department may be obtained on ‘ free of cost ‘ as given below :

1) Hostel admission forms - HWO / ABCWO / On line

2) Post-matric Scholarship forms - Institutions / ABCWO .On Line

3) Application from for coaching

programme in Study Circles - Director concerned / On line.

All these applications are kept online.

b) Officers to be contacted for information / complaints / suggestions.

V) Response time :

All complaints shall be acknowledged within two days of receipt and a final reply in the action taken will be communicated in 10 days.

VI) How you can help us :

You can help improve the services by

a) Filling up all the columns of the application forms and enclosing genuine

Certificates.

b) Submitting the application forms in time.

c) Filling the application directly before the officer concerned i.e, ABCWO / HWO.

d) Giving your valuable suggestions about the omissions and commissions in implementing the various schemes.

VII) Consultations with users :

a) By conducting Bi-monthly meetings with parents of hostel boarders at the respective hostels.

b) By conducting meeting with Principals of Colleges and Student Organizations once in 6 months for disbursement of Post-matric Scholarships at Divisional Head Quarters in each District.

c) Our Website is http://www.apbcwelfare.net/

DIRECTOR OF B.C. WELFARE.

CITIZEN CHATER FOR ANDHRA PRADESH BACKWARD CLASSES

COOPERATIVE FINANCE CORPORATION LIMITED, HYDERABAD

The B.C, Cooperation was established in the year 1971 with the main objective of dedicating itself to the task of economic upliftment od number of B.C.s in Andhra Pradesh. This is achieved by way of contemplating various economic support schemes to B.C.s

B.C.s who are economically and socially backward have not able to develop for want of adequate finances besides lack of modern technical know how i.e. production and also Marketing / Sales etc., The Corporations main aim is to fill up the gap and to act as a special instrument for planned economic growth of B.C.s.

With a view to achieve the object of providing faster and better services to the target group, the Government started one District B.C. Society in each district in the year 1975. These societies are affiliated to the B.C. Corporation and implement the day to day activities as per the programmes and policies of the Government and the B.C. Corporation as outlined from time to time.

The B.C. Corporation is working under the B.C. Welfare Department and the overall control of the management is vested with the Board of Directors. The Vice Chairman and Managing Director with the help of the officers and supporting staff look after the day-to-day administration of the activities.

The schedule / charter to be followed in the Corporation for attending the different representations / grievances received in Head Office are as follows :

I. Non – Service Related Matters :

Representation received from individuals / Associations for sanction of loans. (The Applications shall be forwarded to E.D.s of District B.C. Societies.)

---

3 days

Matters relating to irregularities connected with sanction of schemes / grounding of schemes.

---

2 days

iii

Processing of the representations and submission of report wherever necessary

---

Within two weeks

II. Processing / Release of funds under all schemes --- 3 days

To District Societies.

III. Service Related Matters :

i	Complaints received on the staff of Head Office to be processed.	---	Within 48 hours
ii	Complaints received on the staff of District B.C. Societies regarding irregularities in scheme sanctions / service related matters.	---	Within 48 hours
iii	Complaints received on implementation of rule of reservation in service matters.	---	3 days

IV. Matters related to within the Corporation i.e. Section to Section Information :

i	Routine Matters	---	7 days
ii	Important / Urgent Matters related either with services or schemes.	---	3 days

V. References received from Vigilance / ACB :

i	Service Matters	---	15 days
ii.	Non- Service Matters	---	7 days

VI. References received from B.C. Welfare Department and Chief Ministers Office:

i	Service Matters	---	15 days
ii.	Non- Service Matters	---	7 days

VII. References received from other Secretariat Departments :

i	Service Matters	---	15 days
ii.	Non- Service Matters	---	7 days
iii	Miscellaneous matters calling for certain information	---	15 days

VIII. References received from other Developmental --- 7 days

Departments, like DRDA, S.C. Corporation,

S.T. Corporation etc., calling for schemes related

Information.

The said citizen charter implementation will be supervised by Sri V.Madhusudan,

Special Officer (ADARANA) Contact Nos. 23399094 / 23398106.

Any improvements / suggestions / modifications on the said citizen charter are welcome.

V.C. & Managing Director

All the Concerned

Andhra Pradesh State Wakf Board

A MODEL FORMAT FOR CITIZENS CHARTER

1. The Aim/purpose of this charter is to work for better quality in public service

2. (Enumeration of services delivered by the department we deliver the following services

a) Protection of Wakf properties, development of wakf properties identification of wakf properties, issue of marriage certificates.

b) Implementation of the following Government plan schemes for socio-economic development of Minorities.

· Repairs and Maintenance of Wakf institutions construction boundary walls of Muslim burial ground for protection maintenance allowance to Muslim diverced women, releasing of Grant-in_Aid for construction of Wakf complexes.

c) Administration of Qazzath

d) Implementation of Mansha-e-Wakf of institutions

3. Our aim is to achieve the following service delivery/quality parameters

(a) Qazzath Section :- Identification of placed of Public Response.

Nature Time Fee

(i) Issue of Marriage/Divorce Urgent Required 24 Hrs Rs. 100/- Per copy

Religion Certificate Ordinary/ 3 days Rs. 50/- Per copy

Tatkal 30 minutes Rs. 200/- Per copy

(ii) Sale of Marriage Regular 30 minutes Rs. 337/- per set

Certificates, Booklets

Siahjath Registers, Covers

To Quazis

Note: The Applicants are requested to contact the Accounts Officer/Chief Executive Officer in case of any difficulty

(b) Accounts Section

Nature Time Fee

(i) Sales of Challans/ Regular 0-10 minutes Rs. 1.00

applications forms

(ii) Sale of Registration forms 0-10 minutes Rs. 15.00

(iii) Acceptance of Challans 0-10 minutes

(iv) Budget form set (3) 0-10 minutes Rs. 15.00

4. Availability of information on the following subjects can be obtained from our offices listed below.

Information relating to	Name of the officer	Designation	Located at	Telephone / Fax / E-mail
a) Head Office	Mirza Hasan Ali Baig	C.E.O	Haj House	3233818 3233811/33
b) Accounts Qazzath Computer & P.F	P. Khaja Shafee	A.O	Haj House	3241144 3233811-30
c)Establishment Inward, Outward	Syed Basheer	ADM	Haj House	3233811
d)Grant-in-Aid Record, Survey	Sadiq Ali Khan	A.S	Haj House	3233811
e) D.C.B.,	M.A. Azeem	A.S.	Haj House	3233811
f) Rent	M.A.Azeem	A.S.	Haj House	3233811
g) Committee	Sk. Mahamood	A.S.	Haj House	3233811
h) Atiyath	SM. Ahmed Ali Khan	A.S.	Haj House	3233811
i) D.M. Protection	Md. Basheeruddin	A.S.	Haj House	3233811
j) Protection	Md.H.A.Ansari	E.O	Haj House	3233811
k) Legal	Md.K.Mohiuddin	L.O.-I	Haj House	3233811
l) Project	Mod Omer Siddiqui	P.O.	Haj House	3233811
k) NOC, Haj House Revolving Fund	L.Abdul Khadir	A.E.	Haj House	3233811

5. For information outside office hours, please contact

Availability of prescribed forms

Title of the Form	Fee to be paid	Whom to contact
a) Registration of Wakf properties	Rs. 15/-	Accounts Section
b) Budget of Wakf Institution	Rs. 15/-	Accounts Section
c) Application for Marriage / Religion Divorced Certificates	Rs. 05/-	Qazath Section

DEPARTMENT OF WOMEN DEVELOPMENT AND CHILD WELFARE

CITIZEN CHARTER

S.No	Schemes	Facilities / Services	Service / Whom	Charter Display / Campaign Mode	Time for application processing	Officials/Officers for contact
A 1 2	ICDS Services Nutrition Immunisa-tion	Supplementary Nutrition to Children, Pregnant & Lactating Mothers in the form of RTE/Local Food Services provided in coordination with staff of Health Department 1) Health checkup a) Immunisation for Children, Pregnant Women b) Growth monitoring on monthly / quarterly basis c) Administering IFA tablets on Monday and Thursday d) Referral Services 2) Pre School Education Activity	-Children Between 0- 6 Years -Pregnant & Lacting Mothers Below Poverty Line 1) 0-6 years 2) Pregnant and Lactating Mothers Below Poverty Line Families 3 to 6 Years	Display at all Anganwadi centres Indicating the following a) Time for feeding (Local Food Model) at 11.00AM b) Take home ration. i) for Children below 3 years, Pregnant & Lacting Mothers on 2^nd and 4^th Saturday of every month. c) Quantity of ration. i) 6 months - 6 years 80 gms. ii) Lacting & Pregnant Women 135 gms Immunization and Health Check Up on every 2^nd and 4^th Saturday Programme dates will be displayed at Notice Board of the Anagnwadi Center. Time Table of Class will be displayed in nagnwadi Center.	No Application is required for Admission or Services. No Application is required for Admission or Services.	Anganwadi Worker Mothers Committee Anganwadi Worker Mothers Committee
S.No	Schemes	Facilities / Services	Service / Whom	Charter Display / Campaign Mode	Time for application processing	Officials/Officers for contact
3	Registra-tion of births and deaths	-	For all families in Anganwadi Areas	-	Immediately on receipt of Application	Anganwadi Worker
4	Family Survey	-	All residents of Anganwadi Area.	Quarterly Survey	2^nd week of last month of the quarter. No application is required.	Anganwadi Worker
B	DEPARTMENTAL INSTITUTIONS
1	Sishu Vihar	Adoption	Child less Adoptive Parents	There is long waiting list of Childless Couples.	3 Months	1. Adoption Cell in Directorate or Child Develop-ment Project Officer Office in Tirupathi. 2. P.D.s in the Districts.
2	Children’s Home	Free Boarding and Lodging, Medical Aid, Books etc.,	For girls between 6-18 years. Open to Orphans, Ex-service men, Disabled and Destitute upto 18 years of age or completion of 10^th class.	Child Helpline Periodic Notification in Press during May/June and other subsequent dates if vacancies are available.	15 days	Childrens Home Superinte-ndent, Project Director concerned.
3	Collegiate Home	Free Boarding and Lodging, and Cloths etc.,	State Home Childrenagter completion of class 10 and destitute Children pursuing higher studies.	Press Notification Display on Notice Board of Office	1-2 weeks depending on eligibility and vacancy position.	Superinte-ndent of the home or the Project Director concerned.
4	Working Women’s Hostels	Staff and Infrastructure provided by Department. Boarding and Lodging Students Manage Cooperative Basis.	Working women , Technical and Professional Students.	Press Notification Display on Notice Board of Office	1-2 weeks depending on eligibility and vacancy position.	Superinte-ndent of the hostel CDPO. Project Director.
5	Service Home	Providing Food, Cloths and Shelter, Education and Skill Development Training for rehabilitation.	Women between 18-35 years destitute, disabled and widows	Press Notification Display on Notice Board of Office	1 Week	State Home Officers, PD.
6	State Home	- Food, cloths and shelter Can say from 3-5 years period. - Children below 5 years can stay with Mother. - Skill Development Training.	Women discharged from correctional institution, any Women seeking shelter	Press Notification Display on Notice Board of Office	1 Week	State Home Officers, PD. Admissionas per availability of vacancies
7	Old Age Home	Providing Food, Cloths and Shelter	Women above 60 years of age without family or from destitutes.	Press Notification Display on Notice Board of Office	1 Week	State Home Officers, Project director of District.
8	Rescue Home	Food, Clothing Shelter and Counselling	Convicted women are kept during the period of conviction.		1 Week	Rescue Home Officer.
C	DEPARTMENTAL SCHEMES
1	GIRL Child Protection Scheme (GCPS)	One time deposit of Rs.5,000/- scholarship on 5^th, 7^th and 10^th.	Girls below 2 years of age Below Poverty Line.	- Press Coverage - Janma Bhoomi - Office Notice Board	3 Months	Child Development Project Officer Project Director.
2	Balika Samruddhi Yojana (BSY)	Post Birth grant of rs.500/- Scholarship from 1^st to 10^th Class.	Girl Child Below Poverty Line families(BPL) born after 15^th August 1997.	- Press Coverage - Janma Bhoomi - Office Notice Board		Child Development Project Officer Project Director.
3	Kishora Balika Padhakam (Adolescent Girls)	- Providing Medical Checkup - IFA tablets-Deworming -Skill Development Services - Empowerment of Adolescent Girls	Girls between 12-17 years of BPL families.	- Press Coverage - Janma Bhoomi - Office Notice Board		Child Development Project Officer Project Director.


For information outside office hours, please contact for availability of prescribed forms

Title of the form	Fee to be paid	Whom to contact

a) Application for admission into Children homes/Service homes/Working Women’s Hostel	Free of Cost	C.D.P.O./Service Home/Children Home Officer
b) Girl Child Protection Scheme and Balika Samruddhi Yojana Applications	Free of Cost	C.D.P.O./P.D.

COMPLAINT REDRESSAL SYSTEMS :-

Courteous and helpful service will be extended by all the staff. If you have any complaints to make in the delivery to the above standards, you are welcome to register your complaints with the following officers.

Name of the Officer	Designation	Location	Telephone/Fax/email
	Joint Director (P)	Directorate
	Regional Deputy Director	Regional Office
	Project Director	District Office
	Child Development Project Officer	Project

All complaints will be acknowledged on the same day and will be replied in 10 days time.

We seek for best co-operation from the Public always. CITIZEN CHARTER is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way.

a) Advices/Suggestions in Written/Oral for better services.

OUR HELP LINE NUMBER IS : Women Help Line –

Child Help Line –

We are committed to constantly revise and improve the services being offered under the charter.

LET US JOIN TOGETHER IN MAKING THIS CHARTER A SUCCESS

A.P. WOMEN’S CO-OPERATIVE FINANCE CORPORATION

CITIZENS’ CHARTER

1. The Aim/purpose of this charter is to work for better quality in public service

2. We deliver the following services.

a) Skill Development of women by providing Training

b) Tharuni Vikas Kendrams (Business Counseling Centers) for the advice of women for starting own units

c) Marketing of the products manufactured by women entrepreneurs/women groups

d) Management of working women’s hostels at Hyderabad & Nizamabad

e) Processing of Proposals of NGOs under NORAD/STEP/WWH schemes of Government of India

f) EDP

g) Sensitization Programmes

h) Demonstration

i) Girl Child Labour Rehabilitation Programme

j) Mother Units

k) Incubators

3. Our aim is to achieve the economic upliftment of women by self/wage employment through Skill Development/Training, Marketing Avenues to Women Groups/Women Entrepreneurs, rehabilitation of Girl Child Labour and providing cheap and safe Hostel accommodation of working women etc. by providing the following services delivery/quality parameters.

Sl. No.	Institution	Facilities/Services	Services to whom	Charter Display/ Campaign mode	Time for application processing	Officials/Officers to contact
1	Telugu Bala Mahila Pragathi Pranganam	(1) Skill Development of women by providing Training (2) Advise/Councelling of women for starting own units (3) EDP (4) Sensitization Programmes (5) Demonstration (6) Girl Child Labour Rehabilitation Programme (7) Mother Units (8) Incubators	Women between 18-35 years Adolescent Girls upto 17 years.	Press Release, Display on Notice Board through the Meetings of Field functionaries.	1. Within (15) days from the notification in every half year. 2. Same day	District Manager of TBMPPs in all districts.
2	ICDS project/ District Women & Child Development Agency	1) Processing of the proposals of NGOs and recommending to Government of India under NORAD/STEP/WWH	NGOs	Criteria guidelines will be displayed on the Notice Board. Result of Processing will be displayed Interactive Sessions through workshops.	Within (90) days of submission of Applications.	CDPO of ICDS Project/Project Director of DW & CDAs in all Districts.
3	Working Women’s Hostels	Boarding & Accommodation	Working women/students	Display on Notice Board on Hostel, Press Notification regarding sanctioned strength, vacancy position and criteria for admission.	Immediate depending on eligibility & vacancy position	Manager, Working Women’s Hostels, Jubilee Hills,Kushaiguda & Nizamabad
4	Tharuni Resource Centre	Marketing of the Products	Women entrepreneurs/Women Groups	Press release, Display of Notice Board, Organisation of Exhibitions –cum sale whenevr organized.	Continuous process.	Smt. Vijaya Sree Prasad. N Consultant, MM & DM’s APWCFC, Hyd.

4. Information on the following subjects can be obtained from our officers listed below.

1. Information relating to

2. Name of the Officer

3. Designation

4. Located at

5. Telephone/Fax/E-Mail

a) Skill development of women by providing training

b) Tharuni Vikas Kendrams (Business Counseling Centers) for the advice of women for starting own units.

c) Marketing of the products manufactured by women entrepreneurs/women groups

d) Management of working women’s hostels at Hyderabad & Nizamabad

e) Processing Proposals of NGOs under NORAD/STEP/WWH schemes of Government of India

f) EDP

g) Sensitization Programmes

Smt. Anupama Singh, IRS

Sri C.V. Ramaiah

Managing Director

General Manager

(Dev.)

APWCFC 8-3-222,

Vengalarao Nagar

(Ameerpet) Hyderabad-

500038.

APWCFC 8-3-222,

Vengalarao Nagar

(Ameerpet) Hyderabad-

500038.

23732597/23735435/

apwcfc_ho@yahoo.co.in

23732597/23735435/

apwcfc_ho@yahoo.co.in

9848010414

For information outside office hours, please contact. 1. Sri C.V. Ramaiah, General Manager(Dev), 9848010414, 2. Smt. Vijaya Sree Prasad. N, Consultant 27002347, 3. Sri D.S.V. Prasad Rao, Superintendent, Tel. No. 24540115

5. Availability of prescribed forms.

Title of the Form	Fee to be paid	Whom to contact
a. Application/Bio-data for admission in Mahila Pranganams	Free	APWCFC, Hyderabad & DMs of TBMPPs at District Level.
b. Application form for Marketing/Projects and guidelines	Free	APWCFC, Hyderabad & DMs of TBMPPs at District Level. Managers of Tharuni Vikasa Kendrams
c. Processing Applications to NGOs	Free	APWCFC, Hyderabad & DMs of TBMPPs, CDPOs, of ICDS Projects, Project Directors of District Women & Child Development Agencies.

Forms Availability : Available on the Web (under creation)

6. Complaint redressal systems.

Courteous and helpful services will be extended by all the staff. If anybody has complaints to make in the delivery of the above standards they are welcome to register complaints with the following Officers or in Suggestion/Complaint Box.

Name

Designation

Located

Telephone/Fax/E-Mail

a) Sri C.V. Ramaiah

General Manager (dev)

APWCFC 8-3-222, Vengala rao Nagar, (Ameerpet), Hyderabad-

500038.

2372597/23735435/

apwcfc_ho@yahoo.co.in

9848010414

We also proposed to create a web site for registering complaints.

7. A centralized customer care center/grievance redressal center is also available at O/o APWCFC, 8-3-222, Ameerpet, Behind Saradhi Studios, Hyderabad -500038. Where you can lodge your complaints.

8. All complaints will be acknowledged on the same day and final reply on the action taken will be communicated within 7 working days.

9. Consultation without users/Stake holders

· We welcome suggestions from our users regarding improvement of facilities i.e. Accommodation, Food, Quality of Training etc.

· We hold periodical meetings with users/stake holders (NGOs/Women Trainees) through District level functionaries.

10. We seek co-operation on the following.

Citizen’s Charter is a joint effort between us and you. To improve the quality of service provided by us, we request you to help us in the following way

a) By giving correct Name, address/advices or suggestions in writing/oral.

b) By responding immediately for further information.

11. Guide Book/Hand book/Consumer Helpline

Our Help Line number is : 23732597

Our customer Information Center is located at the office of the APWCFC, 8-3-222, Ameerpet, Behind Saradhi Studios, Hyderabad-500038.

Phone No: 23735435

We are committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS!

GOVERNMENT OF ANDHRA PRADESH

DISABLED WELFARE DEPARTMENT

CITIZENS’ CHARTER

IN RESPECT OF DISABLED WELFARE DEPARTMENT

Andhra Pradesh is the first State in the country to focus its attention towards disabled persons and has taken up several welfare schemes for the amelioration and mainstreaming of disabled persons in the society. The State Government have started a separate department in addition to attach the Disabled Welfare with a separate Minister and Secretary to Government.

1. The Aim / Purpose of this Chapter is to work for better quality in public service, particularly for the amelioration and mainstreaming of disabled persons in the society by providing required physical and financial rehabilitation through various schemes taken up by the Department.

2. This department will provide the following services to the disabled persons in the State.

MANDATE OF THE DEPARTMENT

a) Implementation of provisions of the Persons with Disabilities Act, 1995.

b) Implementation of the National Trust Act, 1999.

c) Implementation of the National Policy on Older Persons, 1999.

d) Multi Sectoral Coordination with various Government departments for

Prevention
Early Identification and detection
Education
Employment
Rehabilitation
Mainstreaming

e) Promotion of Education, Employment & Rehabilitation.

f) Implementation of Grants-in-Aid schemes of Govt. of India.

g) Networking and monitoring of Government of India Grants-in-aid projects of NGOs

h) Networking with National Institutes, Regional Centres, Corporate Hospitals & Corporate Sector Industries.

i) Empowerment of Differently Abled.

3. To achieve the objectives of the department and for effective service delivery / quality parameters, the following services are offered by the Department.

§ The Department will provide admission to 3800 disabled children (both boys and girls) who are studying upto Xth class in 41 hostels meant for them which are spread over the different districts in the State.

§ The Department is maintaining 6 Residential Schools for Hearing Impaired children at Karimnagar, Miryalaguda, Hyderabad, Bapatla, Ongole and Vizianagaram and will provide admission to 978 such children the Residential school upto X class.

§ The Department is maintaining 5 Residential Schools for VH children at Vizianagaram, Visakhapatnam, Hindupur, Mahaboobnagar and Karimnagar and the Department will provide admission to 698 VH Children from class I to X in these schools.

§ The Department will provide admission to 215 aged disabled and blind persons of both sexes in 3 Homes being maintained by the department.

§ The Department will sanction scholarships to 13260 disabled students @ Rs. 35/- PM from class I to V and @ Rs. 50/- PM from Class VI to VIII whose annual income does not exceed Rs. 24000/-.

§ The department will sanction scholarships to 12860 disabled students @ Rs. 85/- PM from class X to Intermediate, Rs. 125/- PM for graduation, Rs. 170/- PM for PG and professional courses, whose annual income does not exceed Rs. 24000/-

§ The Department will sanction scholarship to disabled students @ Rs. 400/- PM towards scholarship and Rs. 1000/- towards contingent expenditure to the Research scholars.

§ The Department will sanction scholarships to mentally retarded children @ Rs. 1000/- PA who are admitted in the specialized Institution meant for them and which are not receiving grant in aid from the Government of India and whose annual income does not exceed Rs. 12,000/-.

§ The Department will sanction Rs. 75/- PM to 6700 disabled persons who have registered their names in the employment exchanges towards unemployment allowance, whose annual income does not exceed Rs. 12,000/-.

§ The Department will sanction pensions @ Rs. 75/- PM to 50,000 disabled persons who are destitutes having no regular means of subsistence from their own source of income are through financial support from their family members and who are not in receipt of any other such pensions.

§ The Department will monitor and supervise the working of about 474 Non Governmental Organization working for the cause of disabled persons in the State.

§ The department will promote and encourage the voluntary organizations to take up innovative schemes for the welfare of the disabled persons in terms of the provisions of the PWD Act 1995.

4. Availability of Information : Information on the following subjects can be obtained from the officers listed below :

Information relating to	Name of the Officer	Designation	Located at	Telephone / Fax / E-Mail
Overall information about the entire department.	Sri R. Sundar Vadan	Commissioner	6^th Floor, Chandra Vihar, M.J.Road, Hyderabad.	24734873 / 24619048 / dw_cheyutha@ yahoo.com
Planning, Administration and Non-Governmental Organizations	Sri Z.V. Prasad	Deputy Director	-do-	-do-
Budget / Releases and Accounts Matters	Sri K. Nanda Kumar	Accounts Officer	-do-	-do-
General Information	Sri M. Ramesh Chandra Rao Sri Md. Akbar Ali Sri Md. Quader Hussain	Assistant Directors	-do-	-do-
Placement Services	Sri T.L. Narasimha Rao	Placement Officer	-do-	-do-

5. For information outside office hours please contact :

Availability of prescribed forms

Title of the Form	Fee to be paid	Whom to contact
Train Concession forms	Free of cost	Placement Officer
Reimbursement of Tuition fees for professional courses	Free of cost	Placement Officer
Petrol subsidy forms	Free of cost	Placement Officer
Copies of Government Orders and other brouchers	Free of cost	Placement Officer
Application forms for Scholarships, Aids and Appliances, Loans under self-employment schemes, etc.	Free of cost	Assistant Director / District Manager, APVCC of concerned districts.

§ The Department will sanction grants to 1000 disabled persons towards subsidy for starting self employment schemes at the rate of Rs. 3000/-.

§ The Department will issue Multi Purpose Identity cards to 7,50,000 disabled persons to avail the concessions / benefits etc. being extended by various agencies.

Since the Commissioner ate of Disabled Welfare is an apex agency of the department for monitoring and effective implementation of above schemes for the welfare of disabled by the Assistant Directors who are heads of offices in the districts, the Commissioner will release the required budget from the available budget allocations on quarterly basis to the districts for implementation of the schemes.

§ After enactment of the Persons with Disabilities Act, 1995 which came into force from February 1996 the scope of the Disabled Welfare Department has become vast as detailed below.

§ The Department will coordinate with the educational Institutions to reserve 3% seats in favour of the disabled children in Government and aided schools.

§ The Department will coordinate will other developmental departments to reserve 3% of funds out of all poverty alleviation schemes for the welfare of he disabled persons in terms of the section 40 of the PWD Act 1995.

§ The Department will ensure and monitor the implementation of 3% jobs in the Government Departments, Cooperative Sector as per the jobs identified.

§ The Department will provide 25 seats in the Teacher’s Training Centre to teach the Visually Handicapped at Teacher Training Centre, Hyderabad.

§ The Commissioner , Disabled Welfare who is also the State Commissioner under PWD Act 1995 is vested with Quasi-Judicial Powers in terms of sections 62 and 63 of the PWD Act 1995 will exercise the powers of the Civil Judge to protect the rights of the Disabled persons in the matters of education, employment, Empowerment and non-discrimination. Aggrieved persons may file their cases in the Court of State Commissioner for Disabilities.

§ The Department will coordinate with the National Institutes viz. NIMH, NIVH, AYJNIHH in implementation of Training programmes, Research activities for early intervention, prevention and detection of the disabilities.

6. Complaint Redressal Systems

Name of the Officer

Designation

Located at

Telephone / Fax / E-Mail

Sri R. Sundar Vadan

Commissioner

6^th Floor,

Chandra Vihar,

M.J.Road,

Hyderabad.

24734873 /

24619048 /

dw_cheyutha@

yahoo.com

Sri Z.V. Prasad

Deputy Director

-do-

7. A Centralized customer care centre / grievance redressal centre is also available at Commissioner ate.

8. All complaints will be acknowledged on the same day and final reply on the action taken will be communicated within 15 days.

9. Consultation with our users / stakeholders

10. This department seeks the cooperation with the following departments as detail below.

a) Education Department : to ensure 3% of seats reserved in favour of the disabled in all the Educational Institutions.

b) Medical and Health Department : to take necessary steps for prevention of disabilities at grass-root levels. To issue medical certificates to the disabled persons through the district medical boards at free of cost.

c) Transport Department : to provide free / concessional passes to disabled persons.

d) Rural Development : For distribution of disabled pensions to the disabled in the mandals.

e) Banks : All the Nationalised, Cooperative and Grameena Banks in the State are requested to process the applications of the disabled for sanction of loans under self-employment schemes immediately and liberally.

f) Guide Book / Hand Book / Consumer Helpline

A book of “Compendium of Government Orders and Instructions” was printed and made available in the Commissionerate and District Offices for the use of disabled persons.

COMMISSIONER

DISABLED WELFARE

ANDHRA PRADESH STATE MINORITIES FINANCE CORPORATION

CITIZEN CHARTER

The Andhra Pradesh State Minorities Finance Corporation Limited was incorporated under the Companies Act, 1956 and the Corporation was established in the year 1985 to assist the weaker sections of Minorities viz; Muslims, Christians, Sikhs, Buddhists and Parsis for their socio-economic development. The objective of the Corporation is to assist the weaker sections among the minorities for their economic development by providing margin money loans and direct loans with the assistance of Govt. of A.P. and National Minorities Development and Finance Corporation (NMDFC) for setting up of business, Industrial and Service Units.

The entire share capital is contributed by Government of Andhra Pradesh. The Government of Andhra Pradesh is empowered to constitute a board of Directors along with Chairman consisting of nominee and official Directors.

Initially Corporation introduced and implementing only Margin Money Loan Schemes up to 1995. Since then there is rapid growth in terms of Budget as well as activities.

The Corporation formulated no. of schemes to cater to needs of all categories and segments of Minorities. At present the following schemes are being implemented.

1. Anti Poverty Programme (APP)

2. Self Employment Programme (SEP)

3. NMDFC Margin Money Scheme

4. C.M.E.Y. Programme

5. Tatkal Scheme

6. Construction of work shed in Autonagars

7. DOMWUA

8. Vocational Training Programme

9. Scholarship (Pre metric & Post metric)

10. Rehabilitation of Destitute, Orphans, Through NGO’s

11. Rehabilitation of Dependents of Convicted victims

12. Health Camps (Eye Camps)

Process Selection :

There are different methods of selection depending on the type of schemes time of implementation and the category of beneficiary. For this purpose the schemes have been classified into 3 categories.

Bankable Schemes & Direct Loan Schemes
Welfare Programmes

1. Bankable Schemes & Direct Loan Schemes :

Under Bankable & Direct Loan Schemes in convergence process the Beneficiaries will be identified in Grama Sabhas organized by respective Nodal Officers as per the following eligibility norms.

Should be a Minority (Muslims, Christians, Sikhs, Buddhists & Parsis)
Must be a B.P.L. Families
Below 50 years
Annual income should be less than Rs. 22,000/-
Should have sufficient knowledge in the proposed activity. If necessary any requisite training, Licenses also.

2. Welfare Schemes

Particularly under Scholarship schemes and employment generation schemes the Beneficiaries will be finalized by the committees constituted for this purpose by the Government / Board of Andhra Pradesh State Minorities Finance Corporation.

Every year a notification will be given inviting applications. The notice will be published in leading News papers particularly in Urdu, Telugu & English Languages.

Eligibility Criteria :

Must be a Minority (Muslims, Christians, Sikhs, Buddhists & Parsis)
Annual Income less than Rs. 44,000/-

ROLE OF APSMFC

a) After receipt of eligible beneficiaries list from the respective Nodal Officers along with requisite documentation as per the norms of APSMFC. (i.e., One Surety for Margin Money Loan up to Rs. 6,300/- & 2 surities for Margin Money Loans beyond Rs. 6,300/-). Margin Money will be released to respective financial Institutions.

b) After release of Margin Money follow up will be done for immediate grounding through Nodal Officers.

c) Direct Loans also will be disbursed through Nodal Officers in Public Meetings Grama Sabhas.

d) Scholarships will also be disbursed to the Students through their Colleges by way of Cheque or otherwise twice in a year as per prescribed norms.

e) APSMFC shall conduct post monitoring & appraisal.

f) APSMFC will be recovering its loans & ensures proper recovery of institutional Loans also.

COMMITMENTS OF APSMFC

On receipt of proposals from Nodal Officers along with necessary documents and enclosures.

Proposals will be furnished to District Collector with in one week.
On receipt of Collectors approval Margin Money will be released to Banks / Loans through Nodal Officers within 10 days under intimation to the beneficiary and Banker.
On receipt of Scholarship Applications will be put up to the designated Committee within 30 days.
Any application for financial assistance will be forwarded to the respective Nodal Officers within one week under intimation to the Applicant.
All Mondays will be observed as grievance day for redressal of public grievances in person.

DO’s

Contact MPDO for Application or further information on any Scheme.
Participate in Grama Sabha for assistance under any scheme.
Visit our website on WW.APSMFC.COM for any clarification.
Incase of delay beyond 30 days in grounding of scheme by the Banker report to District Collector / Nodal Office / MPDO / District Manager or V.C. & Managing Director, 5^th Floor, A.P. Haj House, Nampally, Hyderabad.
If you come across any middle man indulging in medeasion for loans etc., report to MPDO / Nodal Officer / District Manager Minorities / District Collector.
District Manager found to be indulging in unethical practices report to Collector or V.C. & managing Director, APSMFC to the given address wait for reply in 1 days.

DON’T’s

Don’t depend on middleman for any assistant
Don’t encourage unethical practices.
Don’t hesitate to approach designated officers in case of difficulties

GOVERNMENT OF ANDHRA PRADESH

DEPARTMENT OF YOUTH SERVICES

CITIZEN’S CHARTER

1. The purpose of this charter is to provide quality in public service to the youth forming into self-help groups under CMEY programme.

2. Services delivered by the department :

a) To help in formation of CMEY youth groups landless poor unemployed and below poverty line who are in the age group of 18-35 years (with 15 members each group). Selection is based on thrift, discipline and unity, initiative in solving village problems participation in Government programmes training / orientation programmes.

b) To impart training to the eligible CMEY youth groups in six Modules of training including EDP (Entrepreneurial Development Programme) and skill up gradation.

c) To render financial assistance to the extent of Rs. 2.00 lakhs for setting up self-employment units of the choice of the groups under industry, business and service sectors or more depending upon the viability of the unit, as there is no ceiling for bank loan.

d) To extend required support to the existing units to enhance their functional ability, under PMRY also.

3. Our aim is to achieve the following service delivery.

a) Nature of Service : Financing under CMEY programme.

b) Service Delivery Stands : Soon after completion of training VI modules programmes / 6 months period from formulation of group.

4. Availability of information : At Website.

5. Availability of Prescribed forms :

a) Tilte of the Form : Application for financial assistance under CMEY programme.

b) Amount to be Paid : Free of Cost.

c) Whom to contact : DYWO & Ex-Officio CEO STEP in the District Head Quarters concerned.

6. Complaint redressal systems :

If you have any complaints to make in the delivery of the above standards, you are

welcome to register your complaints with the following officers :

S.No.

Name of the Officer and Designation

Address

Telephone No.

Sri G. KAmal Vardhana Rao, I.A.S.

Director of Youth Services.

3^rd floor, Parisram Bhavan, Basheer Bagh, Hyderabad

E.Mail:

youthservices@rediffmail.com

Fax No. 3233990

3234360

3235052

Smt. Mumtaz Fatima

Dy. Director of Youth Services.

3^rd floor, Parisram Bhavan, Basheer Bagh, Hyderabad

Fax No. 3233990

3233900

3235052

Ext. 231

7. All complaints will be acknowledged by us within 7 days and reply on the action taken will be communicated within 30 days.

8. We welcome suggestion from our users :

We hold periodical meetings to review the status of implement of programme at state/regional/district level.

9. We seek your co-operation on the following :

Citizens’ Charter is a joint effort between us and youth to improve the quality of

services provided by us and help us in the following way :

a) Follow the guideline given under CMEY programme.

b) Associate in all training programmes with out fail.

c) Choose the right economic activity based on skill aptitude and available resources.

10. We have published pamphlets / brochures a Handbook on training material for the guidance of our customers.

Please contact DYWO & Ex-Officio CEO of the district concerned for more details.

SAINIK WELFARE

CITIZEN’S CHARTER

1. AIM / PURPOSE OF THIS CHARTER

The Department of Sainik Welfare undertakes various welfare measures in respect of ex-servicemen and their dependents of the State. The main purpose of this Charter is to create awareness amongst the ex-servicemen and their dependents on various welfare measures extended to them by the State Government and Central Government.

2. (Enumeration of services delivered by the Department) we deliver the following services

A defence personnel struggles a lot in service. He make an utmost scarifices of his pleasures of his life, like leaving his family and guarding our motherland at the borders of the Country. As he retires from the Armed Forces viz The Army, The Navy and The Air Force, he would like to find a solace for the rest of his life. The Department of Sainik Welfare delivers the following services to them :

a) Registration and Issue of Identity Cards.

b) Monitor implementation of reservation in employment extended by Govt of India / State Govt.,

c) To assist ex-servicemen in placements in the Private Sector, Public Sector Undertakings.

d) To assist in self employment schemes being implemented by Govt of India and recommending their cases for sanction of loan from Financial Institutions like APSFC, NABARD, APKVIC and Banks etc.,

e) To extend benefits to the battle casualties, war widows, recipients of gallantry awards like medical, education, travel, canteen, telephone STD booths, allotment of house and land sites and Financial Assistance etc.,

f) To assist for medical treatment through Military Hospitals, Corporate Hospitals empanelled by Ministry of Defense.

g) Monitor the implementation of reservations in various academic courses available to the Children of Armed Forces Personnel.

h) To assist in settlement of pensions / family pensions and other benefits.

i) To organize Pension Adalats

j) To assist the Branch Recruiting Officers in Recruitment Rallies

k) To maintain Sainik Rest Houses

l) Disbursement of financial assistance to the II World War Veterans

m) To organize resettlement training to the ex-servicemen

n) To sanction marriage grant, monthly financial assistance, Interest subsidy, funeral grant, educational concessions to the ex-servicemen and their dependents from Special Fund for Reconstruction and Rehabilitation for ex-servicemen.

o) To conduct Rajya Sainik Board meeting to review the various welfare measures to the ex-servicemen and their dependents.

3. The Sainik Welfare Department/ s aim is to achieve the following service delivery / quality parameters

Appendix - I

Time limit for disposal of various currents at the District Level

Sl. No.	Service	Response Time	Person to be contacted
	CENSUS
1	Issue of Identity Card to ex-servicemen / widows of ex-servicemen	30 minutes to 2 hours	Zilla Sainik Welfare Officer
2	Issue of Duplicate Identity Cards to exsm / widows of exsm .	30 minutes to 2 hours	Zilla Sainik Welfare Officer/Concerned Asst
	EMPLOYMENT
3	Registration of exsm for employment	30 minutes to 2 hours	Zill Sainik Welfare Officer/Concerned Asst
4	Renewal of employment registrations	30 minutes to 2 hours	Zilla Sainik Welfare Officer/Concerned Asst
5	Sponsoring the names of ex-servicemen for employment	Within 48 hours or receipt of indent	Zill Sainik Welfare Officer/Concerned Asst
	SELF - EMPLOYMENT
6	Processing the cases of ex-servicemen for self employment ventures	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
7	Identification of eligible exsm/widows for undergoing resettlement training	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
8	Processing the cases of ex-servicemen for allotment of Army Surplus Vehicles / Oil Product Agencies etc.	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
	WELFARE
10	Processing the cases of exsm / widows of exsm for allotment of land	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
11	Processing the cases of exsm/widows of exsm for allotment of house sites	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
12	Processing the cases of exsm/widows of exsm for allotment of houses under Indira Awaas Yojana/EWS.	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
13	Processing the cases of exsm/widows of exsm for issue of duplicate discharge certificate	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
14	Processing the cases of exsm/widows of exsm for change of home address	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
15	Processing the cases of serving personnel for verification of home posting.	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
16	Processing the cases of ex-servicemen for re-survey Medical Board	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
17	Processing the cases of exsm/widows of exsm for Police protection regarding land disputes etc.,	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
18	Processing the cases of exsm/widows of exsm regarding family litigations.	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
19	Processing the cases of exsm/widows of exsm for sanction of family pension	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
20	Processing the cases of exsm/widows of exsm for sanction of Army Group Insurance	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Asst
21	Initiation of monetary grants in respect of Gallantry Awardees Soldiers for provision of Compassionate appointment	3 days to 5 days	Zilla Sainik Welfare Officer/Concerned Clerk
	ISSUE OF VARIOUS CERTIFICATIONS
22	Issue of Dependent Certificate for admission into education Institutions under CAP category	30 minutes to 2 hours	Zilla Sainik Welfare Officer/Concerned Asst
23	Issue of unemployment certificate for admission into Military Hospitals	30 minutes to 2 hours	Zilla Sainik Welfare Officer/Concerned Asst
24	Issue of Certificate for availing Canteen Stores Department facilities	30 minutes to 2 hours	Zilla Sainik Welfare Officer/Concerned Asst
25	Issue of Bonafide Certificate to sons of Ex. Servicemen for enrolement into Army/Unit HQ quota	30 minutes to 2 hours	Zilla Sainik Welfare Officer/Concerned Asst
	SATION OF GRANTS FROM SPECIAL FUND,ACWF,KSB
26	Initiation of the cases of exsm/widows of exsm for sanction of financial assistance / Adhoc Grant	30 minutes to 2 hours	Concerned Sr. Asst / Jr. Asst
27	Processing of the cases of exsm/widows of exsm for sanction of financial assistance / Adhoc Grant	Within 3 days	Concerned Sr. Asst / Jr. Asst
28	Initiation of the cases of exsm/widows of exsm for sanction of Marriage Grants.	30 minutes to 2 hours	Concerned Sr. Asst / Jr. Asst
29	Processing of the cases of exsm/widows of exsm for sanction of Marriage Grants	Within 3 days	Concerned Sr. Asst / Jr. Asst
30	Initiation of the cases of exsm/widows of exsm for sanction of funal grants	30 minutes to 2 hours	Concerned Sr. Asst / Jr. Asst
31	Processing of the cases of exsm/widows of exsm for sanction of funeral Grants	Within 3 days	Concerned Sr. Asst / Jr. Asst
32	Initiation of the cases of exsm/widows of exsm for sanction of Educational Concessions/ITI Stipends/ B&L Charges	30 minutes to 2 hours	Concerned Sr. Asst / Jr. Asst
33	Processing of the cases of exsm/dependents of exsm for sanction of Educational Concessions/ITI Stipends/B&L Charges	With in 3 days	Concerned Sr. Asst / Jr. Asst
34	Initiation of the cases of Non-Pensioner II World War Veterans/Windows for financial assistance	30 minutes to 2 hours	Concerned Sr. Asst / Jr. Asst
35	Processing of the cases of Non-Pensioner II World War Veterans/Widows for financial assistance	With in 3 days	Concerned Sr. Asst / Jr. Asst
36	Initiation of the cases of Ex. Servicemen / Widows for Financial Assistance from DAPWF/ACW Fund/Army/Navy/Air Force Benevolent Funds.	30 minutes to 2 hours	Concerned Sr. Asst / Jr. Asst
37	Processing of the cases of Ex. Servicemen / Widows for Financial Assistance from DAPWF / ACW Fund/Army/Navy/Air Force Benevolent Funds	With in 3 days	Concerned Sr. Asst / Jr. Asst
38	Initiation of the cases of Ex. Servicemen / Widows for Financial Assistance towards Marriage Grants daughter’s marriage / Re-imbursement of medical expenses / house repairs etc., from the funds at the disposal of KSB	30 minutes to 2 hours	Concerned Sr. Asst / Jr. Asst
39	Processing of the cases of Ex. Servicemen / Widows for Financial Assistance towards Marriage Grants daughter’s marriage / Re-imbursement of medical expenses / house repairs etc., from the funds at the disposal of KSB	With in 3 days	Concerned Sr. Asst / Jr. Asst
40	Disbursement of various grants to the respective grantees	With in 7 days or date on which the grantees reports	Zilla Sainik Welfare Officer

GOVERNMENT OF ANDHRA PRADESH

PANCHAYAT RAJ & RURAL DEVELOPMENT : COMMISSIONERATE :

WOMEN EMPOWERMENT & SELF EMPLOYMENT : HYDERABAD .

CITIZEN’S CHARTER

1. The Aim / Purpose : To work for better quality in public service

2. Enumeration of services deliver by the department : The following services are delivered by the Department through DRDAs & Velugu Offices located in each District.

a) Sanction of units under Swarnajayanti Grama Swarozgar Yojana Scheme and Swarnajayanti Grama Swarozgar Yojana Special Projects.	b) Implementation of Old Age Pensions under National Old Age Pension Scheme.	c) Implementation of National Family Benefit Scheme.
d) Sanction of Matching Grant / Revolving Fund to women Self Help Groups.	e) Sanction of LPG Gas connections to members of Women Self Help Groups under Deepam.

3. Our Aim is to achieve the following service delivery / quality parameters.

Nature of Service	Service Delivery Standards Time limit (days / hours / minutes)	Remarks
a) Swarnajayanti Grama Swarozgar Yojana.(SGSY)	Objective of the Scheme :- The objective of SGSY is to bring the assisted poor families (Swarozagris) above the poverty line in three years, by providing them income-generating assets through a mix of bank credit and Government subsidy.
1. Identification of Beneficiaries of SGSY Scheme.	Time Limit one Day : Identification of beneficiaries on the spot on the day of joint screening.	Banker / MPDO/ Sarpanch and Designated Officer will select the deserving beneficiaries from Below Poverty Line list / Participation identification of the Poor survey in Grama Sabha in a Transparent Manner and beneficiaries list is displayed in Grama Sabhas.
2. Sanctioning of SGSY Scheme.	15 days from the date of Applications received in full shape.	DRDA & Velugu Officers are ensuing the Bank Linkages as per schedule from by SLBC & FBI.
3. Basic orientation / skill development training programme to swarozgaries.	Within 15 days after sanction.	Training will be imparted involving the Line Departments.
4.Asset creation by swarozgaries. (Identified key activities)	Within One month from the date of release of amount by the bank.	Swarozgaries are at liberty to produce the assets themselves without observing the system of purchasing committee. Non procurement of asset by the Swarozgaries within a month will attract legal action against him / her.
5. Verification Assets.	Within 7 days after procurement of assets by the beneficiaries.	Banker / MPDO/ APO & Representative of Line department will verify asset.
b) National Old Age Pension Scheme (NOAP) :	Objective of the Scheme :- Financial Assistant of Rs. 75/- per person to the eligible persons aged above 65 years who are destitutes having little or no means of subsistence.
1) Release of National Old Age Pension (NOAP)	Every month by 20^th Pension will be released to MPDO through cheque by DRDA for ensuing month.	Every month by 5^th Village Secretary will disburse Old age pensions to pensioners in a transparent mode is presence of Surpanch and other Committee members.
2) Selection of new cases of National Old Age Pension.	One day during open Grama Sabha.	In the Grama Sabhas involving Villagers, DWACRA members in a transparent way.
3) Filling of vacancies caused due to death cases under NOAP.	Within 15 days after intimation of the death case.	Pensions to be released to new cases during next Grama Sabha invariably.
.c) National Family Benefit Scheme (NFBS):	Objective of the Scheme :- Financial Assistant of Rs.5,000/- on the death of any primary bread earner who is within 64 years of age.
1) Release of NFBS amount to MROs.	Amount will be released by DRDA to RDOs. Through RDO sanctions and releases to MROs. Once in 3 months for all the target cases of 3 months.	The procedure is implemented without any deviations.
2) Release of NFBS amount to legal heirs of the deceased persons.	Within one month from the date of report of death to the MRO.	Rs. 5,000/- per NFBS case to be released to legal heirs by way of Cheque by the MRO.
d) STATE MATCHING GRANT / SGSY REVOLVING FUND.
1) State Matching Grant / SGSY Revolving Fund.	SGSY Revolving Fund & State Revolving Fund to Women SHGs. Will be released on the basis of seniority and eligibility criteria prescribed by the Government and also as per availability of Grants.	Equivalent to the savings of the Group subject to a maximum of Rs. 10,000/- under State Revolving Fund.
e) DEEPAM	Objective of the Scheme :- Supply of LPG Gas connections to women of Self Help Group.
1) Deepam	LPG Gas connections to women SHG members will be released on the basis of seniority & as per target.	Identification of beneficiaries as per Government guidelines is the responsibility of the department.

4 & 5. Availability of Forms & Information : All forms are available at free of cost in DRDAs and also on our web site http://dwcra.ap.nic.in/

6. Courtesy : Every officer of the department is obliged to receive the citizen with a smile, offer a seat and apologize for any inconvenience caused. If any complaint is to be made in the delivery of the above standards you are Welcome to register your complaints with the Project Director of DRDA concerned or Commissioner, WE & SE at State level.

7. Services : a) Public assistance cell / help Desk is opened in every office to guide and assist in filling the forms and furnishing with information about procedures to be followed as per guidelines for various schemes adopted by the department. b) A suggestion / complaint box is prominently display in every office. c) When an application is rejected reasons for rejections will communicated in writing.

9. What to do if things go wrong : If something goes wrong or if there is any delay in the service, you can phone up or fax to the following officers listed below : 1. Smt. C.Suvarna, IFS., .. Director (DWACRA) .. Tele-fax Nos. 27612407 / 27612404 / 27612406 Website : http://Dwcra.ap.nic.in 2. Sri G. Rajendra Prasad .. Director (SGSY) … - do – 3. Sri G. Chandramouli … Spl. Officer (M&E) … - do -

10. How can you help us : You can help improve the services we render to you by following the guidelines listed : a) File application in order with correct details and procedure are available in Helpdesk. The web site http://dwcra.ap.nic.in/ also gives the details b) File application through MPDOs concerned for better service. Take the help of “ Public Assistant Cell / Help Desk “ available in all DRDAs. c) Please do not approach any middleman. d) Keep record of particulars of documents held by you like … Ration Card / Photo Identification Card etc., which will help in processing the applications.

Sd/- C.S.RAMALAKSHMI,

Commissioner, WE&SE

PANCHAYATI RAJ INSTITUTIONS

CITIZEN’S CHARTER

PREAMBLE

This Charter is a commitment of Gram Panchayats to provide all residents under the Gram Panchayat area the following services:

· Adequate and effective sanitary arrangements;

· Adequate and safe drinking water;

· Proper internal roads and drains;

· Adequate street lighting;

· Prompt registration of Births and Deaths;

· Facilitate construction of Toilets for each household within a specified time frame to be evolved by each of the GP locally;

· Display prominently details of major ongoing schemes and eligibility criteria of beneficiaries;

· Issue timely notices to the residents of the Panchayat giving all details of the dues to be paid by them such as house tax, water charges, land cess, etc.

COMMITMENTS BY GRAM PANCHAYATS

Gram Panchayats shall carry out following functions and duties with:

· Commitment for quality and standard of service;

· Courtesy, time bound and helpful attitude;

· Objectivity and transparency;

· Promptness and efficiency;

· Leaflets will be provided about the procedure to be followed for obtaining various permissions/certificates.

COMMITMENTS BY CITIZENS

· To be prompt in payment of property tax, water charges, trade license fee, etc. (taxes and non-taxes);

· To adhere to the general layouts as per the Town & Country Planning Regulations;

· To construct a toilet for his/her household, as per the period to be specified by the Gram Panchayats;

· To construct buildings as per approved plan;

· To use drinking water without any wastage.

CITIZENS’ SERVICE CENTRES

A receipt has to be given to the applicant(s) indicating the date of receipt of the application/petition and the date and the time of giving service/attending complaints/ grievances as per the pro forma indicated in Annexure - I. The time schedule given for disposal of the applications relating to the activities mentioned is only illustrative/suggestive. It is for each Gram Panchayat to adopt the time schedule with minor variations depending upon the local conditions to be placed before the Gram Panchayat committee for approval and ratification by the Gram Sabha subsequently. Initially, the services, which are essentially required by the Citizens on day-to-day basis and which do not have supply constraints and non-financial needs have been listed for extending services by the GPs to their Citizens. It is for the GPs to add financial need also depending on their financial soundness in the process extending other basic services.

All Gram Panchayats have to display on a notice board of each service centre about the Procedure to be followed by the applicants to avail the services. The initiative has to be taken by the Gram Panchayat to adhere to the time schedule approved by the Gram Panchayat based on the model time frame issued in the draft Citizen’s Charter communicated.

Specimen formats in which the applications have to be received and certificates/approvals to be issued by the Gram Panchayats are appended in the annexures, for the guidance of the Gram Panchayats as a ready reckoner. However, the time frame as indicated in the Act and Rules for certain services, which are specified and the formats prescribed in the act if any shall be complied with as it is.

MECHANISM FOR IMPLEMENTATION OF CITIZENS’ SERVICE CENTRES:

Every citizen, who wishes to avail the above services including other services to be provided by the Gram Panchayat has to submit an application at the Citizen Service Centre duly enclosing supporting (required) documents between 10.00 AM to 1.00 PM normally. It is again for the Gram Panchayat to notify this timing locally to facilitate public convenience, preferably in the Forenoon. The Assistant in-charge of the Citizen Service Centre shall give an acknowledgment in token of having received the request duly indicating the date and time on which he or she can obtain the permission/certificate/service from the Service Centre as per the time schedule specified for the purpose. Permission/certificate/license shall be issued from the Service Centre daily from 3.00 PM to 6.00 PM (preferably in the Afternoon). The Citizen should not be troubled with piecemeal objections, but has to be aided by the Gram Panchayat to submit the requests in full shape at the time of acknowledging the receipt of application itself.

To ensure that the time schedule is adhered to in extending the services, the Panchayats are directed to pay a token compensation of Rs. 10/- per day from their general fund to the applicants for the delay caused beyond the time schedule specified towards loss of their valuable time in obtaining the required services from the Gram Panchayat. This amount has to be recovered from the persons responsible for the delay in rendering the services. This step will definitely go a long way in adhering to the time schedule by all Gram Panchayats besides enforcing discipline among the concerned as a measure of responsive and responsible administration.

Leaflets and literature for obtaining various services from Citizens’ Services Centres in Gram Panchayats have to be ensured to give wide publicity to this item of public importance work at local level. The formats suggested in the enclosures to this Charter will help Gram Panchayats in extending the services without difficulty as an illustrative measure. The specimen formats as prescribed in the Rule/Regulations already in vogue shall continue to be adhered to without any deviation. Where such formats are not readily available, the suggested formats can be adopted with minor changes as required locally.

It is also desirable to get these applications/formats printed and supplied to the applicants on payment of nominal cost by the Gram Panchayats. In any case, it is for the Gram Panchayats to take initiative to display on their notice boards at each of these service centres about the procedure to be followed by the applicants to avail the service.

Commissioner (PR&RE)

SERVICE DELIVERIES OF PANCHAYATI RAJ INSTITUTIONS

Sl. No.	Activity	Time Schedule
A	ISSUE OF CERTIFICATES 1. Issue of Nativity Certificate 2. Issue of Residence Certificate 3. Recommendation for Caste Certificate to competent authority 4. Recommendation for Income Certificate to competent authority 5. Issue of Birth and Death Certificates (Vide GO Ms. No.276 PR & RD (Mdl.II) Dept., Dated 18-07-2002)	2 days 2 days 2 days 2 days 2 days
B	REGISTRATIONS/EXTRACTS/LICENSES 1. Registration of Births and Deaths 2. Assessment of Property Tax and allocation of Door Number 3. Disposal of Building Applications 4. Sanction of Water Supply 5. Recommendation of Layouts to the competent authority 6. Transfer of Property (mutation) 7. Issue of License 8. Pahani/Adangal Extract	3 days 15 days 15 days 30 days 15 days 15 days 5 days 2 days
C	REDRESSAL OF GRIEVANCES 1. Repairs to pipeline leakage 2. Repairs to hand pumps 3. Replacement of bulbs/tubes for street lighting 4. Complaints regarding stagnant drains 5. Complaints regarding road cuts and pits 6. Complaints regarding cleaning of dustbins 7. Information with all details of dues to be paid by a resident to the Panchayat/Government	24 hours 3 days 2 days 2 days 3 days 2 days 5 days

WATER CONSERVATION MISSION

CITIZEN CHARTER

WATER CONSERVATION MISSION :- WCM is established on 1.5.2000, which is visualized as an advisory body a the state level with water conservation and sustainable utilization as its main goal with Hon’ble Chief Minister as Chairperson and Commissioner, Rural Development as Chief Executive officer.

VISION :- Sustainable water conservation and utilization.

MISSION OBJECTIVES :- The objective of the Water Conservation Mission is to make concrete efforts on the conservation and utilization of water on sustainable basis.

Ø Develop a clear vision for water conservation and its sustainable utilization at the state level.

Ø Develop a strategy for water conservation at the state level.

Ø Ensure that a time bound action plan for water conservation and utilization is prepared for the state.

Ø Take measure to ensure convergence of he plans and programmes of the various departments working directly or indirectly for water conservation and utilization.

Ø Ensure promotion of suitable cost-effective and sustainable measures for water conservation and utilization in the state.

Ø Ensure that proper steps are taken for involving the local people in the movement for water conservation.

Ø Regularly monitor and oversee the implementation of the water conservation and utilization plan in the state.

Ø Initiate public debate on important policy issues related to water conservation and its sustainable use and build consensus for policy reforms related to water and its sustainable utilization.

APPROACH:-

Ø Environmental Engineering : Soil and water conservation from ridge to valley.

Ø Cause spring flows in dry rivers and streams.

Ø Promoting recycling of waste water.

Ø Pollution check to water resources.

Ø Revival of traditional water harvesting structures.

Ø Participatory technology for increasing ground water recharge.

Ø Improved Irrigation management and change in cropping patterns.

Ø Natural regeneration improvement.

Ø Roof top Rain water harvesting structures in urban areas.

IMPLEMENTATION :- State government launched Neeru-Meeru programme coinciding with 12^th round of Janmabhoomi programme to coverage efforts of all departments involved in water conservation and management and to ensure large scale participation of people. Neeru-Meeru activities are aimed at creating more filling space for harvesting rain water which contributes additional ground water recharge.

Seven line departments, i.e., Rural Development, Forest, Minor Irrigation (I&CAD), Minor Irrigation(PR), Rural Water Supply (PR), Municipal Administration and Endowments are actively involved in implementation of water conservation and management of water resources. Citizens can approach these departments for any information regarding water conservation and its sustainable utilization. The planning, execution of works is responsibility of the respective department, in their jurisdiction of area of working.

INITIATIVES OF WATER CONSERVATION MISSION :-

(i) Time bound Phase wise implementation of Neeru-Meeru programme

Ø Ensuring convergence of activities of different departments associated with water conservation in preparation of the action plan for water conservation and its time bound implementation by regular reviews. Starting from 1-5-2000 to 31-5-2003 6 phases of Neeru-Meeru programme is completed and from 1-6-2003 to 31-12-2003 the 7^th phase programme is in progress.

(ii) People’s Participation through Committees

Ø The Government have constituted committees at district, constituency, municipal, mandal and gram panchayat level duly involving elected representatives, officials. N.G.Os and other concerned agencies in order to facilitate peoples participation in water conservation movement. The periodicity of meeting of these committees is one month.

Ø Neeru-Meeru works are executed by stake holder groups or committees, viz masterhed association, Vana Samrakshana Samithis, Water user associations, DWCRA, CMEY, Yuva Shakthi and village education committees are involved in the execution of Neeru-Meeru works.

(iii) Transparency and Accountability

Ø Documentation and display of Neeru-Meeru works on Social Audit Board at village level.

(iv) Verification and Maintenance

Ø Verification of works being carried out through periodical inspections by (departmental) special teams in all the districts.

Ø Maintenance / repairs being undertaken by line departments involving user groups regularly.

(v) Water Audit

Ø Simplified Procedures adopted to enable the local people to carry out Water Audit at village level and to take judicious decisions keeping in view the available water resources.

(vi) Cost-effective Structures

Ø Adopting cost effective and locations specific structural designs as suggested by Technical Committee.

Ø Training and capacity building of official and stake holders in all technical aspects.

Ø Telugu and English manuals of “Chaturvidha Jalaprakriya” (Four Water Concept) are printed and copies are made available to all panchayat for understanding cost-effective technology for better planning and implementation.

(vii) Replication of Successful Experiments

The innovations in water conservation and managements like recharge through dried up wells, sunken pits, diversion wires, subsurface dykes, chain of tanks, mini percolation tanks etc. are popularized and taken measures for replication in the state.

(viii) Awareness Building Measures :

Ø Posters depicting the necessity of water harvesting displayed in 23000 gram panchayats & 110 municipalities during Janmabhoomi gram sabhas. Discussions followed.

Ø Hoardings at key places in metro cities and district head quarters.

Ø Messages on R.T.C. buses connecting to interior villages.

Ø Newsletter in Telugu and English highlighting the success stories of rain water harvesting.

Ø Exposure visits and Jala Yatras are also taken up for the user groups in order to replicate successful practices.

(ix) Jalamitra Awards :

Ø The Government have instituted Jalamitra awards at State and District level to recognize good work being done in areas of water conservation and its management.

Ø These awards will be presented every year on the World Water Day, i.e., on 22^nd March. The awards for year 2002 are presented on 22^nd March 2003.

(x) Jalachaitanyam :

Ø The WCM has been playing a pro-active in the areas of water conservation and management in the state for the past two years and this has resulted in creation of additional storage capacity all over the state. However, on account of failure of monsoon for three consecutive years, ground water recharge was not possible and on account of continued drawal, water levels have depleted alarmingly. Government had therefore decided to launch a massive campaign to enhance people’s awareness on water conservation and management in all the villages in the state. This programme which was named ‘Jalachaitanyam’ was conducted from 5^th to 14^th April 2003 in all the villages on campaign mode and on every day a specific theme was highlighted for discussion.

(xi) A.P. Water Vision :

Ø The purpose of vision development is to address concerned about water future in A.P. and for comprehensive overview of the water sector. Stake-holder consultation process has been adopted to develop the water vision by a team of national and international experts. Various water related departments, institutions and water experts provided inputs for the water vision development and review the draft. The vision reflects the opinions of the concerned, not only of the various government departments faced with the daunting task of managing an increasingly scare resource, that also of the millions of common rural and urban water users, whose every day lives depend on this vital and precious commodity. The shared water vision is supported by water sector overview which reveals the status of water resources in the state today and a strategic from work for action, which identifies the priority initiatives that are required to put the water vision into practice.

(xii) Capacity Building :

Ø The capacity building programme to the field level functionaries at all levels from involved departments in the districts is taken up by involving Engineering Staff College of India. This will help the field functionaries to help the user groups in proper execution of works. This will also strengthen scientific planning and participatory approaches in execution of Neeru-Meeru works.

AVAILABILITY OF INFORMATION :- All the activities of water conservation Mission is placed on interactive website http://www.wcmap.org/ and all the citizens are welcome to use this facility and give suggestions.

We have published book on cost-effective water harvesting structures in the lines of Four water concepts and also a book on A.P. Water Vision and these are available on website too.

CONTACT ADDRESS :- Water Conservation Mission, 6^th floor, APLIC building, Tilak road, Abids, Hyderabad.

E-mail address:- apwem@rediffmail.com

Website :- http://www.wemap.org/

Phone Numbers:- 24756109 & 24756103

MUNICIPAL ADMINISTRATION/

URBAN LOCAL BODIES

CITIZEN’S CHARTER

PREAMBLE

This Charter is a commitment of Urban Local Bodies to provide all residents of urban areas the following services:

Adequate and effective sanitary arrangements
Adequate and safe drinking water
Proper roads and drains
Adequate street lighting
Sufficient number of parks
Prompt registration of Births and Deaths

Our Commitment

Municipalities and Municipal Corporations shall carry out their functions and duties with:

Commitment for quality and standard of service
Courtesy, time bound and helpful attitude
Objectivity and transparency
Promptness and efficiency
Leaflets will be provided about the procedures to be followed for obtaining various permissions/certificates

Mechanism for Implementation of the Services Centre

Every Citizen who wishes to avail the above services has to submit an application at the Services Centre duly enclosing required fees between 10:30 am to 1:30 pm.
Leaflets explaining the procedure for obtaining permissions/certificates/ sanctions are made available to the applicants at services centre free of charge.
The Assistants allotted to services centre have to carefully scrutinize the applications received and they must satisfy themselves that all the documents and information required to be attached to the application are submitted by the applicant.
The Assistant in charge of the Services Centre shall give an acknowledgment to the applicant duly indicating the date and time on which he can obtain permission/ certificates from the Services Centre as per the time indicated.
Permission letters/certificate shall be issued from the Services Centre daily from 2.00 pm to 5.00 pm.
The Citizens need not enter sections in Municipal Office to make enquires about their applications as the time limit is prescribed for each service.
To ensure time schedule in providing the above services, ULBs were directed to pay compensation of Rs.50/- per day to the applicant if the time schedule is not followed by ULBs in according permissions and issuance of certificates towards loss of their valuable time.
This amount has to be collected by ULBs from the persons responsible for the delay in rendering the services. This step will definitely go long way in adhering to the time schedule by all Urban Local Bodies.

Monitoring the functioning of services centre

Separate registers have to be maintained for various services to be rendered from the service centre.
The section head should review the register daily and satisfy himself that the time frame fixed is being followed strictly in issue of permission, certificates, and sanctions.
Municipal Commissioner shall review the register once in five days.
The compensation payable to the applicants has to be met in the first instance from the contingent amount of the office and afterwards recovered at source from the salary of the employee found responsible.
Feedback from applicants about the functioning of the service centre shall be gathered in the prescribed format after handing over permission/certificate.
Monthly progress report shall be furnished to head of the department about the functioning of service centre.

SERVICE CENTRES

Service centres have been opened in all Municipalities/Municipal Corporation with effect from 14.5.2001 to receive applications and dispose them in time bound manner as shown hereunder:

Sl. No.	Activity	Time Schedule
1.	Assessment of property tax and allocation of door number	15 days
2.	Disposal of building applications	15 days
3.	Sanction of water supply house service connection
	a) General category b) OYT	30 days 10 days
4.	Issuance of Birth and Death certificates	5 days

Note: Compensation will be paid @ Rs. 50/- per day to the applicants if the above time schedule is not followed by Municipalities/Municipal Corporation towards loss of valuable time of the applicants

GRIEVANCE REDRESSAL

Grievances redressal schedule relating to the following services are shown hereunder.

Sl. No.	Item of Work	Time Frame
1.	Garbage Clearance	1 day
2.	Clearing of Drains	2 days
3.	Anti larval operations	Once in 2 weeks
4.	Provision of dust bins	2 weeks
5.	Repairs to pipeline leakages	1 day
6.	Replacement of street lights	5 days
7.	Repairs to road cuttings	7 days

WE EXPECT CITIZENS

To be prompt in payment of property tax, water charge, trade license fee, etc.
To use dusts bins for depositing garbage and not to throw it in drains.
To use drinking water without any wastage.
To avoid open defecation.
To construct buildings in approved layouts.
To construct buildings as per approved plan.
To avoid unauthorised constructions and deviations from sanctioned plans.
To help city administration in rendering services in an efficient manner.

Municipal corporation of Hyderabad

citizen’s charter

Foreword

As part of its efforts to improve the quality and promptness of service to the citizens of Hyderabad and Secunderabad, the Municipal Corporation of Hyderabad has released “The Citizen’s Charter” to achieve the twin purposes of streamlining public service and informing the citizens of their rights and responsibilities.

This document is a commitment to provide efficient and prompt services to the citizens in the expectation that the citizens will reciprocate and involve themselves in the healthy growth and upkeep of the city.

Keeping with the resolve of the State Government to provide an efficient administration, the Municipal Corporation adopts the principle of a ‘Smart’ Administration that is Simple, Moral, Accountable, Responsive, and Transparent. Our aim is to create a local administrative machinery that is attuned to public expectations and which will create a lasting partnership between citizens and the administration in an endeavour to building a brighter tomorrow.

The purpose of the citizens’ charter is to:

· Provide all information to citizens about the services and concerned departments of the MCH;

· Generate awareness about rights and responsibilities of citizens vis-à-vis the functioning of MCH;

· Create a network of administrative centres that can receive and act upon public grievances;

· Enlist the cooperation of the people in maintaining a clean and green city in the spirit of togetherness.

While the charter fixes responsibilities on officials of the MCH and a time frame in which they are to attend to and redress grievances, it expects the citizens to help the administration by keeping in mind their responsibilities as ideal citizens.

Prompt payment of taxes, avoiding and discouraging encroachments, protecting MCH property, planting trees and nurturing them, conserving rain water, and keeping their surroundings clean are some of the responsibilities the administration wishes the citizens to carry out.

Corporate citizens too can contribute and help in the creation and upkeep of lung spaces and green belts, beautification and maintenance of traffic islands and public parks, etc.

Most of the revenue of the corporation comes from property tax. Prompt payment of taxes by the citizens, corporate bodies and even government organisations would go a long way in helping the MCH undertake several development programmes.

One citizen-friendly scheme that the administration has launched is the self-assessment of property tax, where the onus is put on the citizen and faith placed in him/her to disclose details. MCH expects all the citizens to respond positively to this scheme.

MCH realizes that proper interaction and active participation of citizens is necessary for developing and maintaining a socially responsive civic administrative machinery. Hence is this effort to reach out to people in the hope that they will respond with the same amount of enthusiasm for a better future.

The citizen’s charter is a commitment of the Municipal Corporation of Hyderabad to raise the standard and efficiency of public services. The citizen’s charter also highlights the rights of the citizens and involves them in a meaningful partnership with the civic body.

The Municipal Corporation of Hyderabad provides the following services to the citizens:

· Roads, drains and other civic infrastructure amenities

· Sanitation & public health

· Town planning

· Parks & playgrounds

· Veterinary services

· Urban community development & slum upgradation

· Registration of births & deaths

· Licences & permissions

· Enforcement of public health & town planning regulations

Hyderabad has been a forerunner and a path breaker in several areas of urban planning and administration. It is an acknowledgement of the commitment and dedication of the MCH work force as well as a tribute to the discerning citizens of Hyderabad. MCH is the proud recipient of the “Clean City Award” for three consecutive years. The Municipal Corporation of Hyderabad will make all efforts to improve the quality of the existing services and become more responsive to the changing needs of citizens.

Rights confer concurrent duties on the citizens and therefore, it is once again requested that all the citizens participate wholeheartedly in the overall development of the city by observing and fulfilling their duties as conscientious citizens.

Aim: Smart Administration

simple

moral

Accountable

Responsive

Transparent

Citizens’ Cooperation

· Throw waste at designated places

· Use litter-bins

· Avoid throwing garbage in drains/nalas

· Avoid connecting sewer lines to drains

· Avoid letting wastewater on roads

· Conserve rain water

· Avoid leaving animals unattended on roads & public places

· Avoid misuse of parks

· Plant trees and help them grow

· Stop damage to the municipal property

· Pay licence fees/property taxes/charges on time

· Get plans approved for construction & usage

· Do not encroach public places

Complain to the right officer at the right time

HEALTH AND SANITATION DEPARTMENT

MCH has gone to great lengths to give its citizens a clean and green city and is the winner of the national “Clean City Award” for 3 years consecutively. A clean city involves services in different areas like sanitation, greenery maintenance, and health. The Health and Sanitation Department ensures a clean city and is headed by Additional Commissioner, Health and Sanitation, duly assisted by CMOH, Chief Entomologist and the Chief Veterinary Officer and the AMOH (HO) at the city level and Assistant Medical Officers of Health at circle levels.

The department is engaged in Solid Waste Management and Public Health to keep the city neat and clean. Veterinary, Anti-Malaria operations, issue of Birth and Death Certificates, and Issue of Trade Licences are the supporting activities of this department.

A. SOLID WASTE MANAGEMENT AND PUBLIC HEALTH

1. Street cleaning including sanitary measures, daily from 6 am to 2 pm in privatised areas on all days and non-privatised areas on all days, except on Sundays.

2. Collection and transportation of garbage, daily from 7 am to 3 pm in privatised areas on all days and non-privatised areas on all days, except on Sundays.

3. Cleaning on selected main roads twice daily, from 10 pm to 6 am & 7 am to 3 pm.

4. Debris and construction waste removal service.

5. Sweeping of public roads.

6. Sanitary measures to keep the city clean.

7. Providing or replacing garbage bins.

8. Maintenance of public urinals and toilets on daily basis.

9. Repairs and white washing of toilets once a year.

10. Removal of blockages/chokings in urinals and toilets.

Voluntary Garbage Disposal Scheme

This Scheme helps the residents of a locality to come together and take up door-to-door collection of garbage. Residential Welfare Associations can apply to MCH and can avail of a tricycle free of cost for collection of garbage. The Association in turn engages a Rag Picker to collect garbage from their doorstep every day using this tricycle. There are presently around 500 (five hundred) users of this scheme in operation in the MCH area.

Voluntary Garbage Disposal Scheme

How Can Citizens Help?

· Ensure that your premises are cleaned before street cleaning and throw garbage in the bins before the pick-up time.

· Keep the surroundings of your building clean.

· Segregate your garbage into biodegradable and non-biodegradable and discard them separately.

· Report non-sweeping and not lifting of garbage.

· Use urinals and toilets provided for public use.

· Place a complaint if they are not cleaned or if repairs are needed.

Response time

· Garbage will be lifted within 24 hours of complaint.

· No sweeping in the area will be looked into within 24 hours.

· Debris removal—within 1 week after receipt of request from the party, on cost recovery.

· Debris removal—once in a month from the public places where debris is deposited unauthorized.

· Provision/Replacement of garbage bins—within 15 days.

· Removal of Chokes/Clogs—within 48 hours of detection/ receipt of complaint.

Emergency Operations:

· Complaints of inundation—within 4 to 8 hours.

· Fallen tree trunks/branches—within 4 to 8 hours.

· Building/Wall collapse cases—within 4 to 8 hours.

Whom to Contact

Initially, the Sanitary Supervisor in the ward office; In case of inaction on initial complaint, please contact AMOH/AC (Z)à AC (H&S)à C&SO.

B. VETERINARY ACTIVITIES

This is headed by the Chief Veterinary Officer and helps to control indiscriminate straying of dogs and cattle on roads that cause blocks and hazards to citizens.

Services

· Catching of rabid, ferocious dogs.

· Removal of dead animal carcasses.

· Impounding stray cattle.

· Immunisation and licensing of dogs.

· Educating people on rabies through various media.

How Can Citizens Help?

· Get a license for your dog.

· Report rabid dogs.

· Complain about stray cattle.

· Ensure cleanliness of cattle sheds and premises.

Response Time

· Removal of dead animals/carcasses—within 24 hours of receiving complaint/detection.

· Catching of rabid, ferocious dogs—within 4 to 8 hours of receiving information.

Whom to Contact

C.VET.O, AC (H&S), C&SO - in case of no action on initial complaint.

C. ANTI MALARIA OPERATIONS

MCH’s Entomology Wing is headed by the Chief Entomologist. This Department helps in keeping the city free from the menace of mosquitoes.

Services

· Anti larval operations—Treating open breeding sources like the River Musi,

nala-s, and other water logging areas once a week.

· Fogging operations—As and when required with anti-mosquito spray.

· Mosquito control.

How Can Citizens Help?

Prevent breeding of mosquitoes by removing stagnant water;

Keep all water vessels, overhead tanks and domestic wells covered;

Report unhygienic roads and surroundings promptly.

Whom to Contact?

Initially, Chief Entomologist, MCH Head Office; In case of inaction on initial complaint, contact AC (H&S).

D. REGISTRATION OF BIRTHS AND DEATHS

This wing is headed by the Additional Commissioner (Health and Sanitation). MCH issues these certificates at a nominal cost. This service also helps MCH keep track of the census.

All births/deaths have to be reported within 21 days of occurrence with the respective ward office in case of both institutions and non-institutions. Institutions mean HOSPITALS and CLINICS. Non-institutions mean other than these. For institutions, Medical Officer or RMO has to report to the Sub Registrar through Form 1 for reporting Births and Form 2 for reporting Deaths. In case of non-institutions like homes, the head of the household in the capacity of informant is expected to report the event to the Sub Registrar of concerned Ward Office.

Services

· Registration of births and deaths.

· Issue of birth/death certificates.

· Inclusion of name in birth certificate.

· Correction of name in birth certificate.

· Supply of extra copies of certificates.

How Can Citizens Help?

· Furnish Birth/Death information to the Sub-Registrar of the respective circle/ward in time.

· Please report immediately and obtain the certificate, if not registered earlier.

· Be prompt in obtaining Birth & Death Certificates as it helps the census officers in estimating the population.

Response Time

· Issue of Birth/Death Certificate—(Extract from the Registrar) or Non-availability Certificate—within 72 hours (3 days) of receipt of application

· Inclusion of name in Birth Certificate—3 days

· Correction of name in Birth Certificate—3 days

· Supply of extra copies—3 days

· Issue of Birth/Death Certificate in case of Non-institutions - within 1 week

Whom to Contact

Initially, Statistical Officer, MCH Head Office; In case of inaction on initial complaint, contact AC (H&S).

E. TRADE LICENCES

This wing is headed by the Additional Commissioner (Health and Sanitation). Permits and licences are issued by the Assistant Medical Officer of Health at the Circle Office. Any citizen wanting to do business, establish a trade, shop, etc., in the city has to obtain a Trade Licence Permit from MCH and pay a fee for this permit. Trade Licence applications are available at the Treasury Counter at Circle Offices.

MCH Services

· Issue of fresh licences and renewal of old licences for trade.

· Action on complaints.

How Can Citizens help?

· Pay permit fees and taxes regularly.

· Ensure that license renewals are made in time.

· Cooperate with officials during their visits.

· Conduct only that business for which licence is given.

Response Time

· Issue of trade licences—within 2 weeks of receipt of application

· Renewal of trade licences—within 15 days

· Action on complaints—3 days

Whom to Contact

Initially, AMOH of the concerned circle; In case of inaction on initial complaint, CMOH, AC (H&S), C&SO.

Infrastructure

Growth and all round development of the City are determined by the growth of infrastructure facilities. MCH is trying to ensure a planned and expanding civic infrastructure for the smooth development of the city.

This Department is headed by The Additional Commissioner (Works). The Engineering Department is headed by the Chief Engineer who supervises the day-to-day operations of the department. The Superintending Engineers and Executive Engineers of the various zones report to the Chief Engineer. This department is involved in the execution and maintenance of roads, drains and other civic amenities.

A. ROADS

Functions

· Construction and maintenance of MCH roads.

· Resurfacing roads.

· Beautification of arterial roads through private sponsorship.

· Widening and improvement of existing roads.

· Installation and maintenance of road furniture like footpaths, lamp posts, etc.

· Street lighting.

How Can Citizens Help?

· Do not construct or dump material which obstructs or blocks a road.

Do not encroach on pavements or footpaths.
Use dustbins.

· Do not vandalise road furniture.

· Apply for permission to put up lights, shamianas, to take out processions, and other such public functions to be carried out on a road.

· Seek MCH permission for digging, scaffolding, or building enclosures on a public road.

· Help MCH in maintaining and protecting the city's roads and public property.

Response Time

· Filling up of pot holes—7 days

· Removal of obstruction on roads—3 days

· Road cutting permission (emergency)—7 days

Whom to Contact

Initially, AE in Ward Office; In case of inaction on initial complaint, please contact EE/SE/CE - AC (Works), C&SO.

DRAINS

MCH ensures smooth flow of rainwater through drains. During the monsoon months, the department functions 24 hours a day in different parts of the city. Complaints may be registered here as well. Please contact Circle Ward Office for more details in this regard.

Functions

a) Storm Water Drains

· Construction of drains

b) Rain Water Harvesting

To recharge ground water.

· Constructing new drains for easy flow of rain water.

· Removing chokes in storm water drains by way of de-silting.

· Replacing man-hole covers.

How Can Citizens Help?

· Please do not throw garbage into drains and gutters as they cause blockages.

· Ensure that nobody steals or vandalises drain covers.

· Ensure rain water harvesting in your premises.

· Promptly report blockages/chokes.

Response Time

· Blockage/Chokes of storm water drains—1 day

· Replacing of catch pit covers—3 days

· Removal of water stagnation—1 day

Whom to Contact

Initially, AE in Ward Office; In case of inaction on initial complaint, please contact EE/SE/CE – AC (Works), C&SO

C. Green City: For a Clean and Green City

The Horticultural Wing and the Urban Forestry Division together deal with the greenery in the city. They maintain small parks, landscape public parks, and are responsible for greenery in colonies and the city.

MCH has plans to transform Hyderabad into a verdant haven of greenery. Several projects on the anvil are:

i) Micro Climate Project

MCH plans to add green spaces to the city wherever possible by planting trees. These places will not only help counter pollution and add to the beauty of the city but also will help in creating a better environment.

ii) Parks & Community Parks

Development of existing large parks and building smaller community parks for individual localities.

iii) Open Space Plantations & Avenue Plantations

MCH will adopt any open space available in the city for plantation of saplings to nurture a green environment. These lands will have strip plantations, block plantations, etc. These plantations will help to stabilise the environment in addition to adding beauty to the city.

iv) Wayside Views

Hyderabad has many charming views. MCH will develop vantage points of view by providing wayside views. These views will break the monotonous topography and provide little pockets of greenery.

In addition to these, MCH also carries out

· Roadside plantations

· Avenue plantations

· Greening & maintenance of traffic islands and footpaths

How Can Citizens Help?

· Plant trees & help them grow.

· Avoid misuse of parks.

· Localities, Colonies or Housing Societies can join MCH's ‘Green City’ plans by contributing to their locality's park maintenance and upkeep.

· Report encroachments in parks.

· Report uprooting and stealing of trees & saplings from parks.

Whom to Contact

Initially, JH at Park; In case of inaction on initial complaint, please contact SH/CH - Parks, AC (Parks), C&SO.

Town Planning

This division of MCH ensures planned expansion of the city. It has two divisions: planning and enforcement, in every circle of the city. The department is headed by the Additional Commissioner (Planning) duly assisted by the Chief City Planner, Additional Chief City Planner, City Planners, Asst. City Planners, Town Planning Assistants in the Head Office and Assistant City Planner or City Planner at the Circle level. Planning and enforcement wings of this department carry out the following functions:

Functions

· Grant building & house permissions.

· Give layout plan approvals.

· Issue occupancy certificates.

· Issue certified copies of approved plans.

· Issue licences to technical persons.

· Check unauthorised encroachments on roads and footpaths.

How Can Citizens Help?

· Report illegal constructions, dangerous constructions and violations.

· Follow the regulations by way of FSI and setbacks given by MCH.

· Do not encroach on government & public property.

· Remove encroachments & obstructions.

· Ensure houses are built in housing areas and industries in area allotted to them.

· Check indiscriminate and hazardous buildings.

· Ensure that unauthorised construction of stalls on roads and footpaths do not take place.

Ensure that footpaths are clear and are not encroached upon.

Response Time

· Grant of individual building permissions—15 days

· Grant of group housing scheme—30 days

· Grant of multi-storeyed buildings—30 days

· Plot sub division approvals—30 days

· Layout approvals—60 days

· Issue of occupancy certificate—15 days

· Issue of certified copies—15 days

· Issue of licence to technical persons—15 days

· Removal of encroachment on public property—7 days

· Other obstruction/encroachments removal—7 days

· Unauthorised constructions—10 days

Whom to Contact

Planning: Initially, ACP in Circle Office; In case of inaction on initial complaint, please contact CCP/ZAC - AC (Planning), C&SO.

Enforcement: Initially, ACP/DMC in Circle Office; In case of inaction on initial complaint, please contact CP/ZAC - CCP, AC (Planning), C&SO.

Urban Community Development

MCH contributes not only to the infrastructure development of the city, but also to improve the quality of life of its citizens through various programs in slums.

This Department is headed by the Additional Commissioner (UCD), who is supported by Director (UCD) and Project Officers (UCD).

Programmes of UCD

· Identification of needs.

· Activities of convergence.

· Facilitation.

· Work for improvement of living conditions.

· Main programme is to bring changes in attitude of communities for self development.

· Self help groups in slums/community structure/CBO.

· Self employment schemes.

· Skill upgradation of slum people.

Total Slums - 792

Population - 12.58 lakhs

No. of families - 2.51 lakhs

Slums developed under ODA - 510
(Overseas Development Administration)

Literacy rate in slums - 33.71

Special Nutrition Programme Centres - 205

No. of Community Halls - 391

No. of Balvadi Schools - 40

No. of Sewing Centres - 20

No. of Thrift & Credit Groups - 1376

No. of DWACRA Groups - 136

Individual Water Connections Provided - 3613

Functions

A. Slum Development

MCH has a Project Officer (UCD) in each circle who will take up slum improvements by way of:

· Initiating proposals from slum dwellers for roads, infrastructure;

· Initiating proposals from slum dwellers for electric lights to electricity wing of MCH;

· Motivating Health and Family Welfare programmes in slums in Urban Health Post areas;

· Promoting Balwadi and Schools for slums;

· Initiating proper drinking water and drainage facilities in slums;

· Motivating slum people on clean, healthy environment;

· Forming thrift and credit groups/DWCUA groups;

· Providing training to slum people on various activities;

· Helping in self employment to educated unemployed youth;

· Strengthening Community Based Organisations (CBOs).

How Can Citizens Help?

· By doing their bit in maintaining cleanliness and sanitation of the slum;

· Using the public toilets provided;

· Putting a stop to indiscriminate, unplanned construction and encroachments.

Whom to Contact

UHP’s/dispensaries - CMOH, AC (UCD)

UCD - P.O. - AC (UCD) - C&SO

Property Tax

This department is headed by the Additional Commissioner of Finance. This department generates revenue through property tax collection, collection of rents from municipal properties, and advertisement fees.

This department has adopted new methods to improve civic services and provide quality facilities to citizens. MCH has introduced self-assessment scheme for easier evaluation and provided more outlets for paying of taxes through bank counters, Citizen Service Centres and twin centers and also through the Internet.

The Self-Assessment scheme is introduced to achieve the following objectives:

To ensure complete transparency and openness in levy and collection of Property Tax.
To build a computerised Property Tax Data Base and to assign a unique Property Tax Identification Number (PTIN).
Rationalisation of Property Tax.
To minimise prolonged disputes between tax-payers and MCH.

Functions

· Assessment and collection of property tax.

· Lease of advertisement space and collection of charges.

· Levying and collection of municipal rents from properties and estates of MCH.

· Mutation of property.

· Issue and renewal of advertisement permissions.

How Can Citizens Help?

· By prompt payment of taxes within due date.

· By payment of reasonable tax for commercial and household properties.

· By clearing long pending arrears.

Response Time

· Assessment—30 days

· Settling disputes—30 days

· Vacancy remission—15 days

· Extract of assessment—7 days

· Mutation—30 days

· Advertisement permissions fresh/renewal—30 days

Whom to Contact

Initially, BC / TI (Tax) in circle office; In case of inaction on initial complaint, please contact CVO/ZAC - AC (Finance), C&SO Municipal Markets - EO-AC (f) - C&SO.

table indicating NAMES OF AREAS FALLING UNDER

circle and wardS

Circle

Ward No.

Areas

Circle 1

ABC

Saidabad Colony, Dabeerpura,

Kaladera, New Malakpet, ABK Colony, Chanchalguda,

Malakpet, Malakpet Race Course, Dilsukh Nagar, Gaddi Annaram, Saleem Nagar, Sail, Moosarambagh.

ABC

Edibazar, Inside Dabeerpura,

Saidabad X Road, Yakutpura, Rein Bazar X Road, Brahman-wadi, Kishanbagh, Talab Katta, Madannapet, Petla Burzu, Azampura, Ahmed Nagar.

ABC

Kandikalgate, Chandrayanagutta,

Chatrinaka, Janammet, Engine Bowli, Aliabadmarket,

Kanchanbagh, Barkas, Phool Bagh, Uppguda, Lal

Darwaza, Hafiz Babanagar, Bhavani Nagar, Gowlipura,

Riyasat Nagar, Kandikalgate, Pisalbanda, Aman Nagar,

Lalitha Baghu, Jangammet Old City, Moin Bagh.

Jambagh, Chaderghat Road, Noorkhan Bazar, Inside

Yakutpura, Inside Dabeerpura, Purani Haveli,

Charminar, Kalikaber (Kaman), Pattargatti, Estate

talkies, Miralam Mandi, Noorkhan Bazar, Kala Kabar,

Sultan Shahi, Darulshifa, Alija Kotla.

Moghalpura, Meerjumla Talab, Haribowli, Sultan Shahi,

Lal Darwaza, Gowlipura.

Circle II

Seetarampet, Gode Ki Khaber, Manghal Hat, Chanda,

Wadi, Gyan Bagh, Goshamahal, Begum Bazar,

Dhoolpet, Jumrat Bazar, Siddiamber bazar, Alijapetla,

Indira Nagar, Dayala Bowdi.

Fhilkhana, Osmangunj, Kishangunj, Gowliguda,

Afzalgunj, Mahaboob Gunj, Osman Shahi, Maharaj gunj,

Imlibun.

Dhoodbowli, Bandlaguda,

Mahadurpura, Outside Aliabad, Shamsergunj, Jahanuma,

Nandi Musliguda, Kalapather, Kamalpura, Father

Darwazar, Misri Gunj, Zoo Park, Falaknuma, Tadiban,

Hasan Nagar.

Puranapool, Kabuthar Khana,

Hussaini Alam, Lal Bazar, Shalibanda, Ghajibanda,

Shankargunj, Moti Nagar, High Court, City College,

Petla Burzu.

New Bridge, Madina Hotel, Mahaboob

Ki Mahendi, Ganga Mahal, Ghanzi Bazar, Chellapura,

Gulzar House.

Circle III

ABCDE

Chikadpally, Gandhi Nagar,

Domalguda, Gaganmahal, Kavadiguda, Bakaram, Musheerabad, Nagamaiahkunta, Azamabad, RTC

Colony, Jamisthanpur, OU Campus, Mohan Nagar,

Harinagar, Ramnagar, Vidya Nagar, Risola, Adikmet,

Bolakpur, Bapuji Nagar, Parsigutta, Indira Nagar, Tajis

Nagar, Ashok Nagar, Achai Nagar, Boya basthi,

Gangaputra Sangam, Nagamaiah Kunta, Gemini Colony,

Medibasthi, Indira Park.

Nallakunta, Shankermutt, Vidyanagar,

Adikmet, OU Campus, Tilaknagar, Kachiguda,

Amberpet, New Patel Nagar, Sivanand Nagar, Tulasi

Ram Nagar, Golnaka, Krishna Nagar, Prem Nagar, Amber

Nagar, Sunder Nagar, Patel Nagar, Sanjeevaiah Nagar.

Nimboliadda, Esamia Bazar, Chappal

Bazar, Kutbiguda, Bagh Lingampally, Barkatpura,

Narayanguda, Vittalwadi, Hyderguda, Himayathnagar,

Liberty Road, Keshava Nagar, Ratna Nagar,

Basheerbagh.

Circle IV

Langerhouse, Tolichowki, Shaikpet, Golconda Fort,

Bada Bazar, Chota Bazar, Risala Bazar, Nayakhila,

Banjara Darwaja, Ram Devguda, 1st Lancer, Kakatiya

Nagaram Bukiyfer Hospital.

AC Guards, Chinthal Basti, Shanthi Nagar, Mallepally,

Vijaya Nagar Colony, Humayun Nagar, Masab Tank,

Ahmed Nagar, Rahamat Nagar, Syed Nagar, Pochamma Basthi, Sarojini Devi Hospital Road.

Aghapura, Bhoiguda Kaman,

Seetharam Bagh, Afzal Sagar, Nampally, Bazarghat,

Habeeb Nagar, Old Mallepally.

Old Mallepally, Asif Nagar, Mehdipatnam, Muradnagar,

Syed Aliguda, Aman Nagar, Kummerwadi, Seetharam

Bagh, Ayodhya Nagar Colony, Ring Road,

Gudimalkapur, Murad Nagar, Kulsumpura.

Seetharam Bagh, Uppar Dhoolpet,

Razdar Khanpet, Puranapool, Raheempura, Muslidipura,

Jiyaguda, Karwan, Tappa Chabutra, Tallaguda,

Sabjimandi, Joshiwada, Lak Chakranagar, Jirra, Aman

Nagar, Sathyanarayan Nagar, Balaji Nagar, Santhosh

Nagar Colony, Kamalipura.

Circle V

Khairatabad, Saifabad, Lakdikapool,

Chinthal Basthi, AC Guards, Prem Nagar, Yerramanjil

Colony, Somajiguda, Anand Nagar, Arya Nagar, Moti

Nagar, Punjagutta, Banjara Hills, Ameerpet, Raj

Bhavan Area, Methodist Colony, Film Nagar, Jubilee

Hills, Ameerpet X Road, Yella Reddy Guda.

Sanjeev Reddy Nagar, Sanathnagar,

Yerragadda, Father Nagar, Champapet

ABCD

Toli Chowki, Punjagutta, Banjara Hills,

Yerragadda, Mental Hospital, Yousufguda,

Yellareddyguda, Srinagar Colony, Borabanda,

Shoukipet, Balkampet, Rahmat Nagar, Jawahar Nagar.

Circle VI

Kingkoti Road, Boggulakunta, Eden

Bagh, Abids Road, Jambagh, Troop Bazar, Sultan Bazar,

Bank Street, Badi Chowdi, Esamia Bazar, Gowliguda,

Putlibowli, Moti Market, Rama Mandir, Hanuman Tekdi,

Esamia Bazar, Dayanand Nagar.

Gowliguda, Jambagh, Osmangunj,

Kattelamandi, Gandhi Bhavan, Aghapura, Nampally

Darga, Fathe Sultanan Line, Nampally Station Road,

Adarsh Nagar, Basheerbagh, Gunfoundry, Kingkoti, Ram

Kote, Abids, Koti (Putlibowli), Eden Bagh, Navathpad,

Birla Mandir, Goshamahal, Liberty X Road, Bazarghat,

Moazzam Jahi Market, Indira Nagar, Goshamahal,

Darussalam.

Zone	Zone Number	Areas
Secunderabad Division-I to VI	I	Sardar Patel Road, Sarojini Devi Road, Park Lane, General Bazar, Rastrapathi Road
	II	Prenderghast Road, Begumpet, Palace Rasoolpura, Prakash Nagar, Minister Road, Tobacco Bazar, Subhash Road, Pan Bazar, Nallagutta, Ramgopalpet, MG Road, SD Road, Raja Mudaliar Street, Dhan Bazar, Somasundaram Street, Rangraz Bazar, Is Pan Bazar, Old Bhoiguda, Hill Street, Subhash Road, Rastrapathi Road, Pan Bazar (1) & (2), Lal Temple, Durgadas Street
	III	Ghas Mandi, Andia Nagar, Zerra, Hyderali Basthi, RP Road, Padmini Nagar, Chilkalguda, Venkatapuram Colony, Zamisthanpur, Jail Road, New Bhoiguda, ID Hospital, Bansilalpet, Gandhi Nagar, Bolakpur.
	IV	SPG Church, Upperguda, Station Road, Bandimett, Sajjanlal Street, Hisamgunj, Pot Market, RP Road, Ghas Mandi, 1st Chatri Bazar, Kondaswamy Street, Second Bazar, Lyaloo Street.
	V	Sardar Patel Road, SD Road, Abdul Razzak Road, Hussain Ali Bazar, Kotaiah Bazar, Syed Abdullah Bazar, G. Subbaiah Street, Balaram Qtrs., SMC Blocks, Mohammadguda, Rly. Colony, Chilkalguda, Addagutta.
	VI	Mylaramguda, Chinta Bowli, Mohammadguda, Chilkalguda, Lalapet, Mettuguda, Seethaphalmandi, Rly. Colony.

HYDERABAD METROPOLITAN WATER SUPPLY &

SEWERAGE BOARD (HMWSSB)

CITIZEN’S CHARTER

The aim and purpose of this charter of HMWSSB is to confirm publicly, the service assurance given to the customers, who pay their bills regularly, for water and sanitation services from the Board, to confirm the standards that the Board has set for itself, with regard to providing services to its customers, and to state the customer’s obligations. This Charter is not a legal document for enforcement against either the Board or the customers.

This Charter came into effect from January 26, 2000.

HMWSSB provides the following services to its customers.

a) Supply of potable drinking water

b) Sewage collection and disposal

This Charter addresses HMWSSB’s services regarding the following:

· New Water Supply & Sewerage Connection

· Quality & Quantity of Water Supply

· Billing Services

· Complaint Types and Redressal Time

· Customer's Obligations

Release of new water supply and sewerage connection:

The Deputy General Manager, Single Window Cell, HMWSSB, Khairatabad, Hyderabad, 500004, exclusively deals with sanction of new connections.

Issue of application forms
1. Application forms can be availed of at a nominal fee of Rs.l0.00
2. Forms are supplied on all working days during office hours
3. Forms are available at all Cash Collection Counters and at Single Window Cell (SWC)
Acceptance of filled in application form

The filled in application forms will be

Accepted only at the Board office (SWC)
Accepted during office hours on all working days
Accepted only after preliminary scrutiny at SWC
Acknowledged by issuing a receipt on the spot by SWC

A process fee will be collected for applications of domestic and non-domestic categories.

Sanction
1. The Board (SWC) will take a minimum of 15 working days and a maximum of 30 working days to sanction or reject the application, from the date of receipt.
2. The Board will communicate sanction or rejection within 15 working days thereafter.
3. Customer to contact SWC at Head Office of the Board at Khairatabad, any time (during working hours) after expiry of 30 working days.
4. In the event of failure to issue sanction order or a formal rejection letter after 30 working days and on personal visit of the customer to the Single Window Cell (SWC), an amount of Rs. 20/- (Rupees twenty only) will be paid as a token of its commitment to the customer.
5. Customer will be given a fresh date (not more than 15 days hence) and if the customer dos not get any response on his subsequent visit to the SWC, he/she will again be paid Rs. 20/- and the Managing Director/ Director Technical, of the Board will personally meet such customers to explain the reasons for delay.

If the stated amount is not deposited within 30 days of sanction order, the order becomes invalid. A fresh application will be made for process and the process fee paid earlier will be forfeited.

Payment of Fees

All payments will be

Accepted at SWC of Board’s Head Office, Khairatabad on all working days during office hours.
Accepted by Demand Draft/Cheque/Cash in the Board’s Khairatabad Bank Account or Board Office (SWC).
Accepted in full only and no instalments will be allowed.
Acknowledged and receipts will be issued at the SWC.

Release of Water Supply Connection
1. Individual water supply connection will be released within 30 (thirty) working days from the date of payment of connection fee in full.
2. The connection fee includes boring, tapping of distribution main, supply and laying of necessary pipe including supply and fixing of meter chamber, gate valve, prescribed water meter, etc.
3. The Board is responsible for obtaining the MCH road cutting permission, including all civil works connected with the laying of service connection up to the customers’ premises, including fixing water meter.
4. The customers are requested not to pay or engage any plumber/contractor for the aforesaid work.
5. The customers are advised to have a sump of adequate capacity close to the meter. The meter chamber shall be located only within 2 meters from the boundary/ inside the premises.
6. All the materials required like communication pipes, compression fittings, gate valve, meter and meter chamber for giving service connection from the tapping point up to the customer premises including the meter will be supplied by the Board.
7. The customers should not engage the services of any employee of the Board for taking the connection.

Release of Sewerage Connection
1. The customer shall construct sewer manhole with silt catch pit within the premises before the Board gives the sewerage connection.
2. The Board shall connect sewer line from internal sewer manhole of the customer’s premises to the main sewer line.

WATER SUPPLY:

HMWSSB promises—

A. Quantity: Assures a minimum of 250 litres/connection/day

B. Quality: Assures to provide potable water

Residual Chlorine to be maintained in the water supplied

Minimum ---0.25 pm

Maximum ---1.00 pm

C. Timing: Adhere to the notified timings. Any change will be informed in advance.

· Planned interruptions will be informed within 24 hours of advance notice.

· Any unplanned delay will be informed at least 2 hours in advance.

D. Duration of Supply: Assured one-hour minimum supply on a supply day.

E. Contingency Plan:

In case of disruption in regular piped water supply, a Contingency Plan will be implemented as per the area in which the supplies are disturbed. Details can be perused at the concerned Section Office of the Board.

BILLING SERVICES:

· First bill will be issued within a maximum of three months after the release of connection.

· All subsequent/regular bills shall be issued presently on a

o Bi-monthly basis for Domestic category;

o Monthly Basis for all other categories.

· Payment of water and sewerage cess will be accepted at any of the e-Seva centres and at the designated Cash Collection Counters of the Board.

· Payments will be accepted presently in cash, Cheque and Demand Drafts.

· Receipts will be issued for all payments at the Cash Collection Counters.

· Disconnection of water supply and sewerage connection will be carried out with a notice of 7 days after the due date.

COMPLAINTS:

The categories of complaints include no water supply, leakage in distribution main and service connection, suspected water pollution, low pressure, blockage and chokes, missing manhole cover, sewage overflow, repairing or replacement of meters, dispute on bills, change in category of consumption, etc. Under the Citizen's Charter, minimum and maximum time has been fixed in terms of days for attending to all the above such categories of complaints from the time of receipt and the same, as follows:

COMPLAINT TYPES & REDRESSAL SCHEDULE

Sl. No.	Nature of complaints	Redressal Time (in days)
	Water Supply
1	No Water for X days	3	4
2	Low water pressure	3	4
3	Polluted water supply	3	4
4	Water leakage	2	3
5	Erratic timing of water supply	2	3
6	Change of category of water supply	7	10
7	Illegal usage of motor	1	2
	Sewerage
8	Sewerage overflow on the road	2	3
9	Blockage/chokes at customer premises	1/3	3
10	Replacement of missing manhole cover	1	2
11	Private septic tank cleaning	7	15
	Metering & Billing
12	Excess bill and verification	7	10
13	Non-receipt of water bill	7	10
14	Cleaning and maintenance of meters	7	10
15	Domestic meter repairs and replacements	7	15
16	Meter repairs other than domestic	1 ^½	7
	Request Services
17	Tanker required in Board’s supply area	1	2
	Others
18	Complaints relating to bore wells, PSPs, illegal connection, etc.	1	7

However the customer will be supplied 250 liters per connection per day if the supply is not restored in 2 consecutive supply days. The Board will only extend this facility to customers who do not have any arrears. This facility is only for complaints registered with 1916.

Tankers will be arranged up to the nearest accessible place and from there the customer has to take the water.

Metro customer care:

All complaints of the customers shall be registered by phone through MCC number 1916 only.

MCC Phone number 1916 works round-the-clock.

Communication:

The board will adopt such channels of communication as are faster to inform the customers in shorter time.

Courtesy and helpfulness:

All employees of HMWSSB are committed to customer service. The following officers may be contacted in case of any necessity.

Chief General Manager (E), O&M Circle I, Goshmahal
	General Manager (E), O&M Division I, Goshmahal
	General Manager (E), O&M Division II, Goshmahal
	General Manager (E), O&M Division III, Goshmahal
Chief General Manager (E), O&M Circle III, Goshmahal
	General Manager (E), O&M Division IV, Goshmahal
	General Manager (E), O&M Division V, Goshmahal
	General Manager (E), O&M Division X, Goshmahal
Chief General Manager (E), O&M Circle II, SR Nagar
	General Manager (E), O&M Division VI , SR Nagar
	General Manager (E), O&M Division VII, Maredpally
	General Manager (E), O&M Division IX, Control Room

CUSTOMERS’ OBLIGATIONS:

Customers should pay water bills promptly.
Customers should protect and maintain water meter in good condition. Tampering of water meter is an offence punishable under HMWSSB Act.
Customers should not use any Booster Pumps to draw more water. It causes serious inconvenience to others. It is a serious offence.
Customers may inform the Metro Customer Care on phone number 1916 about any illegal installation of pumps by others.
Customers may inform the MCC on phone 1916 about any illegal connections.
Customers may inform the MCC on phone 1916, if any sewer line blockage/chokes or water leakage is noticed on the roads.
Customers should educate all their family members not to throw domestic waste in their toilets. This will choke sewer lines.
Customers should advise the public not to dump building materials like sand, stone, etc., near sewer manholes, which may enter sewer line and cause chokes and blockages.
Customers should not open sewer manhole covers to let off the rainwater, as this will choke the sewer lines, which are not designed to carry rainwater.
Customer should insist, on any HMWSSB employee, visiting his premises, to show his identity card so as to avoid cheating.
Customers to avoid pit taps, as they are a major source of pollution.
Customers should conserve water, as it is a precious resource. They must use taps and other appliances that minimize wastage and lead to saving of water at every point of consumption.
Customer is expected to make necessary arrangements for rooftop collection of rainwater. Assistance can be had from Ground Water Department and HMWSSB.
Customer, as the ultimate beneficiary of all public assets, must bestow personal interest in protecting and promoting their use. Any wilful misuse must evoke customer's concern prompting action.

Suggestions:

We invite your suggestions for improving our service to customers. Please send them to CGM, MCC, Progressive Towers, 6th Floor, Khairtabad, Hyderabad 500004.

Glossary:

Citizen: A person who resides in Hyderabad Metropolitan Areas as defined in the HMWSSB Act 15 of 1989 [Section 2(f)].

Charter: A document of Assurance.

Citizen's Charter: A document of Service Assurance given to the customer by the service provider.

Citizen's Charter of HMWSSB: The Citizen's charter introduced by HMWSSB on 26-01-2000 subject to alteration, as and when effected.

Board: The Hyderabad Metropolitan Water Supply & Sewerage Board constituted under Section 3 of the Act 15 of 1989.

Customer: A Resident/Welfare Association/Society/Organization receiving water supply & sewerage facilities from HMWSSB Board and who has proof of paying for the same.

Regular Customer: A customer of HMWSS Board who has not more than 2 consecutive bills in arrears.

Stated Amount means the amount indicated in the sanction order of connection for Water Supply or Sewerage or both or any other charges for services provided.

******

DIRECTOR OF TOWN AND COUNTRY PLANNING

640, A.C. GUARDS, HYDERABAD

CITIZENS’ CHARTER

1. The Aim / purpose of this charter is to provide services for Planned Urban Development and to improve the quality of life.

2. We deliver the following services :-

a) Master Plans of Town (General Town Planning Scheme) for Municipal Councils.

b) Indicative Land Use Plan of Mandal Headquarter for Gramapanchayats

c) Changes of Land use of Master Plans

d) Type design plans for parks / play grounds / Office Buildings / Buildings utilized by general public to Municipalities and Gramapanchayats

e) Technical approval of Layouts through Municipalities and Grama Panchayats

f) Technical approval for Installations through Grampanchayats and District Industries Centers.

g) Technical Approval of Buildings through Municipalities and Grampanchayats (Group Housing / Apartments and residential buildings of more than 10 mts Height)

3. Our aim is to achieve the following service delivery / quality parameters

Nature of Service	Service Delivery Standards Time limit (days/hours/minutes)
a) Master Plan	1 ½ to 2 years
b) Indicative Land Use Plan	3 months
c) Change of Land use	1 month
d) Layouts	15 days
e) Installation	15 days
f) Buildings permission	15 days

4. Availability of Information : Information on the following subjects can be obtained from our officers listed below :

Information Relating to

Name of the Officer

Designation

Located at

Telephone No. / Fax / E-Mail

a) Type design

b) Installation permission

c) Building permission

Sri K.V. Subba

Reddy

---do---

Joint Director

(RE) (I/C)

---do---

Hyderabad

---do---

3323176

---do---

a) Master Plan / Indicative Land Use Plan

b) Layouts

c) Change of

Land use

Sri S. Jaweed

Akthar

---do---

Joint Director

(M.P) (i/c)

---do---

Hyderabad

---do---

3323176

---do---

At Regional level, the information can also be obtained from the Regional Offices directly as follows :

Name of the Officer	Designation	Location	Phone Number
Sri K. Anand Babu	RDDTP	Hyderabad	040-3399765
Sri Thimma Reddy	RDDTP	Guntur	0863-350093
Sri K.M. Hussain	RDDTP	Warangal	08712-567546
Smt. T.V.V. Laxmi	RDDTP	Rajahmundry	0883-467627
Sri N. Sampath Kumar	RDDTP (I/c)	Nellore	0861-326597
Smt. Janaki Ammal	RDDTP (I/c)	Anantapur	08554-21712
Smt. Vijaya Kumari	RDDTP (I/c)	Visakhapatnam	0891-550125

5. Regarding the information relating to supply of prescribed forms for payment of fee for different types of applications to be made, the applicants may contact concerned local bodies whose information will be available on web.

6. Complaint redressal systems

Courteous and helpful service will be extended by our staff. If you have any complaints to make in the delivery of the above standards by our staff you are welcome to register your complaints with the following officers.

Name

Designation

Located

Telephone / Fax / E-Mail

1. Sri K.V. Subba

Reddy

JDTP(RE)(I/c) & Vigilance Officer

640, A.C. Guards,

Hyderabad

3323176

2. Sri Syed Jaweed Akthar

JDTP(MP)

640, A.C. Guards,

Hyderabad

3323176

7. A grievances redressal center is also available at each Regional office where you can lodge your complaint. (details of Regional Offices at (4) above).

8. All the complaints will be acknowledged by the local bodies and by the Regional Offices within 7 days and final reply on the action taken will be communicated to you within 15 days.

9. Consultation with our users

We welcome suggestions from our users. For further information please contact the Joint Directors.

10. We seek your co-operation on the following:

Citizen Charter is a joint effort between you and us to improve the quality of life and expedition of services.

a) We expect the Citizens to

· Respect the Master Plans by following the Land Uses and Zoning Regulations.

· Take approval and follow approved building plans for construction.

· Abstain from purchasing plots in unapproved layouts.

· Abstain from encroachment of Municipal & Government lands and co-operate in safe guarding them.

· Abstain from un-authorized construction / un-authorized sub-division of land and co-operate with the Town Planning staff in guarding against un-authorised development activity.

b) We also seek your co-operation on the following :

i. While submitting the proposals for LAYOUTS / BUILDING PERMISSION please submit the proposals in full shape i.e. along with the following through Commissioner of the Municipality or Executive Officer of the Gramapanchayat :

· Proposed Layout plan / Building Plan prepared by Licensed Surveyors / Architects.

· Registered ownership documents attested by Gazetted Officer.

· Urban Land ceiling clearance (if the land is located in Urban Agglomeration).

· Extract of Master Plan / Indicative Land Use Plan / Village map.

· Topo detailed plan showing the surrounding details to 100Mts radius.

· Fee receipt copy.

· Concerned Town Planning staff report.

· No Objection Certificate from concerned Mandal Revenue Officer that proposed land is not Government Land and is not affected in Tank bed / Sikkam / Water bodies / High Flood Level.

ii) Industrial / Installation permission through Gramapanchayat or District Industries Center.

· Proposed installation plan showing machinery details, Horse Power etc and prepared by Architects / Licensed Surveyors.

· Registered ownership documents attested by Gazetted Officer.

· Urban Land Ceiling clearance (if the land falls in Urban Agglomeration).

· Extract of Master Plan / Indicative Land Use Plan / Village map.

· Fee receipt copy.

· Concerned Municipality / Gram Panchayat resolution.

· Topo detailed plan showing the details of surrounding to a radius of 100Mts.

· Concerned Town Planning Staff remarks.

· No Objection Certificate from Andhra Pradesh Pollution Control Board / Explosive Dept. wherever required.

· No Objection Certificate from Mandal Revenue Officer concerned for proposed land is not a Govt. Land and that it is not a Sikkam / High Flood Level / Tank bed / Water bodies land.

iii) Change of land use through Municipal Councils / Grampanchayats.

Proposed plans

Registered ownership documents attested by a Gazetted Officer.

Municipal / Gram Panchayat resolution

Topo detailed plan showing the details of surrounding to a radius of 100Mts

Extract of Master Plan.

Concerned Town Planning Staff remarks

Urban Land Ceiling clearance (if the land falls in Urban Agglomeration).

No Objection Certificate from Mandal Revenue Officer concerned that the land is not Govt. Land / Sikkam / Tank bed / Water Bodies / High Flood Level.

11. A handbook for the guidance of the users can be obtained from the Head Office and Regional Offices by paying Rs. 150/- only.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS

Director of Town and

Country Planning

HYDERABAD URBAN DEVELOPMENT AUTHORITY

HUDA’S CITIZEN CHARTER

HUDA’s endeavour to make Hyderabad a planned city and to improve the quality of life in terms of environment of every citizen, the HUDA releases this citizen’s Charter with the objective of streamlining public services on the principles of SMART administration launched by the Govt. of Andhra Pradesh to keep alive public expectations and inform the citizens regarding their rights and responsibilities. This document is a commitment to provide efficient and prompt services to the citizens in the expectation that the citizens will reciprocate and involve themselves in the sustained planned growth of their city.

The purpose of this Charter is to :

Efficient and prompt and courteous service with dedication to integrity and fairness.
Provide all important information to the citizens about various services.
Time bound and transparent service in all transactions.
Solicit co-operation of the people in achieving the main objectives of HUDA through partnership and togetherness.

This Charter is not a legal document against the HUDA nor the customers. This charter comes into effect from 01-03-2003.

1. PREAMBLE

In order to ensure proper planning and development of Hyderabad Development Area as per the Master Plan and Zonal Development Plans and making Hyderabad a model city in the country and citizens can contribute and help HUDA in keeping away from unauthorized developments and seek proper permissions in the interest of improving the quality of life and general environment.

The HUDA therefore, believes that proper interaction with and active participation of the citizen in the process of planning and implementation of plan is necessary to achieve its objective and provide efficient and standardized services to the citizens while fixing responsibilities on the officials and time frame in which they are to attend and redress public issues and grievances on a people friendly basis.

1.1 The HUDA provides the following services to the public.

a) Layouts permission

b) Building permissions

c) No objection certificates – to undertake commercial and industrial activities.

d) Land use information

2. SERVICE STANDARDS

The HUDA provides following services to the public.

2.1 PLANNING

a) Layout permissions – Residential, commercial, industrial.

i) Plot sub-division, amalgamation etc.,

ii) Group housing schemas.

b) Building permissions

i) Residential apartment Complexes upto stilt + 5 floors.

ii) Multi-storied buildings beyond 5 floors.

iii) Commercial, shopping Complexes, educational buildings.

iv) Industrial buildings.

Note : Individual residential building permissions – The HUDA has authorized local bodies concerned to grant permissions.

c) No Objection Certificates

To undertake activities like establishing petrol pump stations, cinema theatres etc.,

d) Appeal to HUDA as per the Zoning Regulations.

e) Change of land use.

f) Land use information.

Land use certificates are issue by HUDA as per the land use envisaged in the Master P)lan/Zonal Development Plans.

Note : In all the above cases, the technical approval is given by HUDA and final sanction is released through the local body concerned.

3. SERVICE DELIVERY STANDARDS & TIME SCHEDULE :

3.1 PLANNING :

Name of Service

Service Delivery Standards Time Limit

Remarks

Land use information/certificates.

For MCH Area Non-Municipal area.

3 days

2 days

The application should indicate all the details along with the application.

I For MCH Area :

1) Location plan/site plan of premises No.

2) Sale deed/Gift deed/Building plan with

premises No. or

3) Sy.No. & Village Name

II For Non-MCH Area :

1) Sy.No., village, Mandal and district.

No Objection Certificates

30 days (for normal permissible cases)

20 days (after the approval by HUDA Board) for approval clause by HUDA Board.

Application should enclose all the required documents.

Building permissions

30 days

The application should enclose the following required documents to avoid delay.

1. Main documents i.e. Registered sale

deeds/Gift deeds/Pattadar pass books/title

deeds etc.,

2. Link documents.

3. Revenue records i.e. pahani, khasra

pahanies, ROR proceedings, ORCs etc.,

4. No Objection Certificate if the land under

reference is in MCH area/recorded as

Govt. land.

5. Affidavit for peripheral/Core area

mentioning the applicant-wise, Survey

Number-wise & extents. If the land under

reference is within the limits (i.e.1000

sqmts. In core area & Acrs. 5.00 in

peripheral area) under ULC Act duly

Notarized.

6. No Objection Certificate from S.O.ULC

if the land under reference is in excess of

limits mentioned above either in main

documents/link documents.

7. Encumbrance certificate for the last 13

years.

8. All documents should be attested by

Gazetted officer.

Layout permissions

60 days

35 days(Final layout)

- do -

Change of Land use

30 days

- do -

3.2 ESTATES :

a) Allotment of residential and commercial plots, shops etc.,

b) Collections of auction amount and rental lease amount.

c) Registration of plots after full payment of the cost.

d) Redressal of grievances on amenities to the residents of the Complexes.

3.3 ALLOTMENTS OF PLOTS BY AUCTION / DRAWAL OF LOTS

Sl. No.	Activity	Time schedule
1	Issue of statement for payment of Initial Deposit	On the auction day
2	Allottee can avail time for payment of Initial Deposit.	7 days
3	Issue of confirmation – cum provisional allotment letter after payment of Initial Deposit.	7 days
4	Issue of possession letter after receipt of full payment.	3 days
5	Physical inspection of site (on a specified date)	1 day
6	Issue of final allotment letter after taking over possession & intimation of registration chargers separately	3 days
7	Forwarding documents for registration after submission of stamp papers by the allottee.	3 days

Note : Grievances on the above issues (3.3) to be addressed to the Estate Officer, HUDA.

3.4 LEASING OF SHOPS BY WAY OF AUCTION

Sl. No.	Activity	No of Days
1	Payment of 50% bid amount by the applicant immediately	1 day(Auction day)
2	Issue of allotment letter after payment of security deposit.	3 days
3	Forwarding of lease deed documents to the Sub-Registrar after submission by the lessee.	3 days
4	Handing of the shop by the Asst. Estate Officer.	2 days

3.5 LEASING OF SHOPS WITHOUT AUCTION

Sl. No.	Activity	Time schedule
1	Issue of application for lease of the shop	1 day
2	Issue of allotment letter and intimation of registration charges for lease deed.	7 days
3	Registration of lease deed after submission of Stamp papers and payment of Security Deposit etc.,	5 days
4	Handing over of shop by the Asst. Estate Officer.	2 days

Note : Grievances on the above issues (3.4 & 3.5) to be addressed to Resources & Development Officer, HUDA.

4. ACCESS TO INFORMATION

Procedure/Guidelines & prescribed fee will be prominently displayed.
Application & brochure indicating terms and conditions will be sold if the allotment is by auction. Auction notification will be published in the newspapers.

5. CITIZENS OBLIGATIONS

§ To ensure timely deposit of all dues/installments/ground rent and other payments

demanded from time to time.

§ To adhere strictly to terms and conditions of allotment and proper upkeep and maintenance of the property.

6. AVAILABILITY OF INFORMATION

Information on the following subjects can be obtained from our officers listed below.

Information relating to Planning permissions	Name of the Officer	Designation	Telephone/Fax/E-Mail
1. Municipal area	V.Venugopal Reddy	Chief Planning Officer	6260053 / 98481-71207
2. Non- Municipal Area	S.Viswanath Rao	Planning Officer	27905371 98481-71213
3. General complaints & Grievances on C.D.A., Master Plan	S.P.Shorey	Special Officer (RMP)	27902942 98481-71204

7. For information outside Office hours , please contact/Log on to HUDA’s Website : http://www.hudahyd.org/

7.1 FORMS

Title of the Form	Application Fee	Whom to contact	Phone
a) Layouts	Rs. 10/-	Planning Officer (V)	98481-71213
b) Bldg Permissions	Rs. 10/-	Admn. Officer (DC)	56555921
c) NOCs	Rs. 10/-	Admn. Officer (DC)	- do -
d) Land use information	Rs. 5/-	Admn. Officer (Plg) or Planning Officer concerned	56559650

Forms are also available in the web at http://www.hudahyd.org/ applicable. They can be downloaded and used.

8. COMPLAINT REDRESSAL SYSTEMS

Name

Designation

Located

Telephone/Fax/E-mail

a) Mr. Ravinder Reddy

Secretary

HUDA

98481-71203

hudahyd@hd2.dot.net.in

b) Mr. Krishna Baji

M(P&PR)

HUDA Office

98481-71210

hudahyd@hd2.dot.net.in

We have also created a web site for registering complaints at http://www.hudahyd.org/ . And you are welcome to use this facility.

9. A Centralized Customer Care / Grievance Redressal / Public Assistance Cell is also available at HUDA office, Police Lines, Secudarabad – 500 003, where you can lodge your complaint.

10. All complaints will be acknowledged by us immediately in Inward Section and reply on the action taken will be communicated within 7 days

11. CONSULTATION WITH OUR USERS/STAKE HOLDERS

§ We welcome suggestions from our users. (Complaint & Suggestion Box at the reception counter)

§ Please also enter your details at our website http://www.hudahyd.com/ indicating your willingness to be available for consultation, survey on the points enlisted in the Charter.

§ Our E-mail address : hudahyd@eth.net

12. WE SEEK YOUR COOPERATIVE-OPERATION ON THE FOLLOWING

Citizen’s Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way.

a) Ways and means of streamlining the planning Technical approval system.

b) Creation of transparency, mutual accountability, etc.

13. GUIDE BOOK / HANDBOOK / CONSUMER HELPLINE

Handbook will be available for the guidance of our customers. Please contact Administrative Officer, Public Assistance Cell for more details.

Our Helpline number is 7900126 / 7. Our Customer Information Center is located at Reception Cell, HUDA Office, Police Line, Secundarabad – 3. Phone No. 7900127.

14. OTHER INFORMATION

a) A separate inter active redressal page on our website.

b) We also have a column ‘ASK HUDA’ published by the Deccan Chronicle on every Friday where the HUDA replies to all issues raised.

We are committed to constantly revise and improve the services being offered under the Charter.

OFFICE OF THE CHIEF ENGINEER (PROJECT), TUNGABHADRA, CUDDAPAH.

CITIZENS CHARTER

1. AIM : The purpose of this project is, modernization of K.C. Canal with the Aid Japan

2. SERVICES DELIVERED :

To supply water through K.C. Canal system to the tail KND and improve the Irrigation potential in the Districts Kurnool and Cuddapah.

3. SERVICE DELIVERY PARAMETERS :

The aim of the project is to supply water to the Irrigation Lands in Cuddapah and Kurnool District.

4. AVAILABILITY OF INFORMATION :

Information on the following subject can be obtained from the Officers listed below :

Information Relating	Name & Designation of Officer	Office / Residence Phone
Officer Technical – 1	B. Vijay Kumar, D.E.E.,	55811 Office Residence
Officer Technical – 2	M. Kmizer Baig, D.E.E.,	55811 Office Residence
Officer Technical – 3	A. Suryanarayana Reddy, D.E.E.,	55811 Office Residence

5. COMPLAINT RESIDRESSAL SYSTEM :

Courteous and helpful service will be extended by all the staff. If you have any complaints to make in the delivery of the above services you are welcome to register your complaints with the following Officers.

Name

Designation

Phone

1. M. Kmizer Baig

Deputy Chief Engineer

(Incharge)

55811 (o)

You can also send your complaints through posts.

All complaints will be Acknowledged by us within a day and final reply on the action taken will be communicate within 4 days.

6. GUIDE LINES :

NIL

7. SUGGESTIONS :

We welcome suggestions from users for improving our services and we seek you cooperation in this regard.

SD/-K. RAVINDER REDDY,

CHIEF ENGINEER (PROJECT)

TUNGABHADRA : : CUDDAPAH

NON TECHNICAL P.A. TO C.E. (P).

ANDHRA PRADESH STATE IRRIGATION DEVELOPMENT CORPORATION LIMITED

(A State Government Undertaking)

CITIZEN’S CHARTER

1) The Andhra Pradesh State Irrigation Development Corporation provides following services to provide irrigation facility to the upland and drought prone areas for uplifitment of small, marginal, SC, ST and other Backward Class farmers belonging to weaker section of society.

Survey, Investigation and Construction of

a) Lift Irrigation Schemes

b) Borewells, Tube wells and Infiltration wells

2) OUR STANDARDS

a) Lift Irrigation Schemes :- Lift Irrigation Schemes with Ayacut upto 500 acres will be formulated and execution will be completed within one year. L.I. Schemes with Ayacut above 500 acres will be completed in about 2 years after fulfillment of following aspects.

i) Receipt of land holding particulars certified by Mandal Revenue Officer, Ayacut map and investigation charges at Rs. 50/- per acre.

ii) Land required for construction of L.I. Scheme Head works, canals etc., shall be given to the Corporation at free of cost.

iii) Hydrological clearance from competent Irrigation Authority is received.

iv) Release of funds from Government / District Agencies and beneficiaries contribution if any.

b) Borewells / Tubewells / Infiltration Wells :

The above type of Ground Water Schemes will be formulated and execution will be completed in 2 months after fulfillment of following aspects.

i) Receipt of land holding particulars certified by Mandal Revenue Officer, Ayacut map and Investigation charges at Rs. 100/- per acre.

ii) Subject to feasibility regarding availability of Ground Water and feasibility of power supply.

iii) Release of funds from Government / District Agencies and receipt of beneficiaries contribution, if any.

3) COURTESY :

Every officer of the department is oblized to receive the citizen with a smile, offer a seat and apologize for any inconvenience caused.

4) SERVICES :

A suggestion / Complaint box is prominently displayed in every office in a prescribed format.

5) GRIEVANCES REDRESSAL MECHANISM :

Head of the Office or his deputy redresses grievances between 4.00 p.m to 5.00 p.m. on every working day.

6) WHAT TO DO IF THINGS GO WRONG :

If something goes wrong or if there is any delay in the service, you can phone up to the officers listed below during working hours.

SL. No.	Officer	Phone
1	Vice-Chairman and Managing Director	23730295
2	Officer on Special Duty	23731053
3	Executive Engineer	23755940
4	Manager (Finance)	23731139
5	Manager (Administration)	23730428

You can also give complaint by fax to 23731153

C.V.S.K.SARMA,

SECRETARY TO GOVERNMENT

Andhra Pradesh State Irrigation Development Corporation

CITIZEN’S CHARTER

The Andhra Pradesh State Irrigation Development Corporation provides following services to provide irrigation facility to the upland and drought prone areas for upliftment of small, marginal, SC, ST and other backward class farmers belonging to weaker section of society.

1. Survey, Investigation and construction of

a) Lift Irrigation Schemes

b) Borewells, tube wells and Infiltration wells.

2. SCOPE OF WORK :

a) Lift Irrigation Schemes :

L.I. Schemes with ayacut upto 500 acres will be formulated and execution will be completed within one year, L.I. Schemes with ayacut above 500 acres will be completed in about 2 years, after completion of following activities.

The time required for each of the activity is indicated below.

Sl.No.	Activity	Approximate time required
1	On receipt of representation from beneficiaries / public representatives. The beneficiaries will be addressed to furnish land holding particulars certified by MRO, ayacut map and investigation charges @ Rs. 50/- per acre.	1 week
2	Receipt of the particulars mentioned above along with investigation charges at Rs. 50/- per acre along with consent for giving the land required for construction of Head works, canals to the Corporation at free of cost.	1 month
3	Submission of Hydrological clearance proposals by APSIDC to irrigation authority concerned.	2 weeks
4	According Hydrological clearance by Engineer-in-Chief. Irrigation concerned irrigation authority.	1 month
5	Detailed Investigation and preparation of estimates for posing to Financial assistance.	2 months
6	Administrative approval and release of funds :
A)	For NABARD Schemes under RIDF
i)	Obtaining financial clearance of Government	2 months
ii)	Obtaining clearance of NABARD	1 month
iii)	Obtaining administrative approval from Government	1 month
	Total for NABARD Schemes under RIDF	8 months and 3 weeks
B)	For deposit works	2 weeks
	Total for deposit works	5 months & 1 week

The above type of Ground Water Schemes will be formulated and execution will be completed in 2 months after completing the following activities.

The approximate time required for each of the activity is indicated below.

Sl.No.	Activity	Approximate time required
1	On receipt of representation from beneficiaries / public representatives the beneficiaries will be addressed to furnish land holding particulars certified by MRO, ayacut map and investigation charges @ Rs. 100/- per acre	1 week
2	Receipt of land holding particulars certified by MRO, ayacut map and investigation charges @ Rs. 100/- per acre from beneficiaries.	3 weeks
3	Ground Water feasibility report assessment by conducting survey by Geologists of APSIDC	1 week
4	Electrical feasibility report from AP TRANSCO	2 weeks
5	Posting the proposal to Government / District agencies for finance	1 week
6	Administrative approval and release of funds by Government / District agencies.	3 weeks
	Total	2 months and 3 weeks

3. COURTESY :

Every Officer of the department is obliged to receive the citizen with a smile, offer a seat and apologize for any inconvenience caused.

4. SERVICE :

A suggestion complaint box is prominently displayed in every office in a prescribed format.

5. GRIEVANCES REDRESSAL MECHANISM :

Head of the office or his deputy redresses grievances between 4.00 PM to 5.00 PM on every working day.

6. WHAT TO DO, IF THINGS GO WRONG :

If something goes wrong or if there is any delay in the service, you can phone up to the officers listed below during working hours.

Sl.No.	Officer	Phone
1	Vice-Chairman & Managing Director	23730295
2	Officer on Special Duty	23731053
3	Executive Engineer	23755940
4	Manager (Finance)	23731139
5	Manager (Administration)	23730428

You can also give complaint by Fax to 23731153.

VICE-CHAIRMAN AND MANAGING DIRECTOR

A MODEL FORMAT FOR CITIZEN’S CHARTER

12. The Aim/purpose of this charter is to work for better quality in public service.

13. (Enumeration of services delivered by the department ) We deliver the following

services:-

a. Improvement of Riding Quality b. Maintenance of National Highways

c. Providing Standard Reflectory Sign Boards d. Providing sufficient Carriageway

width as per traffic intensity.

14. Our aim is to achieve the following service delivery / quality parameters.

a. Filling pot holes and ruts over berms : 1 week

b. Breaches due to floods : Two days

c. Collapse/Emergency repairs to Cross Drainage works : 1 week

15. Availability of information on the following subjects can be obtained from our

officers listed below :

Information relating to	Name of the Officer	Designation	Located at	Office Telephone / Fax / E-mail
1	2	3	4	5
a. Policy matters such ac sanctions, Grant & Expenditure etc.,	B. Prabhakara Rao	Chief Engineer	Hyd	040-3318074 040-3393197 ccnh_goap@yahoomail.com
b. Over all monitoring of works in the circle.	1. T.Narayana Rao 2. M.L.N.Chary 3. P.Prithvi Raj 4. G.Goverdhan Rao	S.E.(N.H)Hyd S.E.(N.H)Ong S.E.(N.H)Atp S.E.(N.H) VZM	Hyd Ongole Anantpur Vizaysa-nagaram	040-3323863 FAX-08592-20350 FAX-33483 08554-27399 Fax-79126 08922-20146 FAX-29386
c. Execution of works	1.N.Raghuma Reddy 2.M.Subba Rao 3.N.Narsimha Reddy 4.D.Pratap Reddy 5.P.Suryaprakash Reddy 6.K.Raj Gopal Chetty 7.K.Raj Gopal Chetty 8.V.Venkata Surydu 9.K.Chalapati 10.D.Chandrasekhar Reddy 11. D.Chandrasekhar Reddy 12. D.Chandrasekhar Reddy	EE(N.H)Hy.I EE(N.H)HyII EE(NH)Perkit EE(N.H)Wngl EE(N.H)Knl EE(N.H)Atp EE(N.H)Mdpl EE(N.H)Cdp EE(N.H)NEl EE(N.H)Kkd EE(N.H)Vzg EE(N.H)Skm	Hyderabad Hyderabad Perkit NZB Warangal Kurnool Anantapur Mandana- palle Cuddapah Nellore Kakinada Vizag Srikakulam	040-331880 040-3372103 08463-28571 08712-577663 08518-30703 08554-20875 08571-27433 08562-44116 0861-336837 0884-379838 0891-797670 08942-22567

5. For information outside office hours, please contact :

Cooperative-ordinator : R.Suryanarayana Rao,

Dy.Chief Engineer, Ph.No. 040-3393180

Availability of Prescribed Forms

Title of the Form	Fee to be Paid	Whom to Contact
Tender Schedules	Will be notified in Notice Inviting Tenders	Concerned Superintending Engineer, Executive Engineers mentioned at 4(b) & (c)

Forms are also available in the web site at http://www.aproads.com/ (where applicable) and be downloaded.

6. Complaint redressal system.

Name of the officer

Designation

Located at

Phone

B. Prabhakara Rao

R.Suryanarayana Rao

Chief Engineer

Dy. Chief Engineer

Hyderabad

040-3318074

040-3393197

ccnh_goap@yahoomail.com

040-3393180

T. Narayana Rao

M.L.N.Chary

P.Prithvi Raj

G.Goverdhan Rao

S.E.(N.H)Hyd

S.E.(N.H)Ong

S.E.(N.H)Atp

S.E.(N.H) VZM

Hyd

Ongole

Anantpur

Vizaysa-nagaram

040-3323863

08592-20350

08554-27399

08922-20146

FAX-29386

We have also created a web site for registering complaints at http://www.aproads.com/ and you are welcome to use this facility.

7. A centralized customer care centre/grievance redressal centre is also available at Head Office District and division Head quarters, where you can lodge your complaint.

8. All complaints will be acknowledged by us within 7 days and reply on the action taken

will be communicated within 15 days

9. Consultation with our users / stakeholders

· We welcome suggestions from users.

· We conduct _________ Polls.

· We hold periodical _____________________ meetings

Text Box: Not Applicable with users/user representatives and if you wish to be

associated with this please contact ___ at_

· Please also enter your details at our website http://www.__/

indicating your willingness to be available for consultation,

survey on the points enlisted in the charter.

10. We seek your co-operation on the following

a. To co-operate in up keeping of National Highways.

b. To give valuable suggestions regarding improvements and maintenance.

11. Guide Book/Hand book/Consumer Helpline

We have published a Handbook for the guidance of our customers. Please contact _____ officer for more details. – Not Applicable.

Our Helpline number is 040-3318074

Our customer information office is located at Hyderabad Phone No. 040-3318074

Other information :

The NH.5, NH.7 in Andhra Pradesh is under the control of National Highways Authority of India. We are committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS.

CITIZEN’S CHARTER OF ROADS AND BUILDINGS DEPARTMENT (RBD)

I. The aim of this organization is to build improve develop and maintain the state road network to the national standards by removing the geometrical deficiencies and accident prone areas.

The main functional role of RBD is .

1. Construction and maintenance of Roads, Culverts, Bridges, Causeways, fly overs, replacement of level crossings with ROB/RUBs and other means of road communication.

2. Construction and Maintenance of State Government Buildings pertaining to various departments.

II. Our department provides the following services to Citizen’s :

AND

III. Our Service Standards :

Sl. No.	Nature of Services	Targeted response time
1	Preparation of profoma estimate for obtaining Administrative Sanction.	2 days
2	Soil exploration detailed site investigation including quarries and preparation of detailed estimate.	40 days
3	Identification of land to be acquired for grounding the work, preparation of land schedule and initiating land acquisition proceedings.	60 days
4	Issue of technical sanction to the estimates of roads, bridges & buildings.	10 days
5	Preparation of Bid Document and Bill of Quantities (B.O.Qs)	5 days
6	Invitation and receipt of tenders in Division Offices. Circle Offices & Chief Engineer’s Offices .	35 days
7	Accepting tenders in Division Offices, Circle Offices & Chief Engineer’s Offices from the date of receipt of tenders.	5 days
8	Conclusion of agreement with the contractor after communicating acceptance.	7 days
9	Display of Information Boards for on-going works of roads, bridges and buildings at work site.	5 days
10	Interaction with the sister departments like APSEB, Municipal Administration, HUDA, Railways, Public Health, I&CAD, PR, Forest Departments etc, for clearances of procedural and physical hurdles in grounding the works.	30 days
11	Execution of works with quality assurance	As per agreement
12	Payment of land acquisition component to the respective authorities.	7 days
13	Filling pot holes	3 days
14	Filling of Ruts and rain gullies	3 days
15	Jungle clearance	2 days
16	Filling of berms	2 days
17	According permission to road cutting for OF cables etc.	2 days
18	Temporary Restoration of breaches and restoration of traffic during floods, and other natural disasters like cyclones etc.	2 days
19	Temporary restoration of traffic on collapsed CD works due to floods.	2 days
20	Answering to the representations from public	2 days
21	Action taking to adverse comments from press.	Same day
22	Taking suitable action on any suggestions or grievances received from public.	4 days
23	Furnishing reply to general correspondence, which include letters from VIPs, etc	4 days
24	Furnishing replies to Audit Paras	7 days
25	Implementing C.M’s Assurances	15 days
26	Registration to Contractors	10 days
27	Implanting the road identification marks like km, stones, sign boards, caution boards,reflectors, etc.	5 days
28	BOT projects-encouragement of private and public partnership in construction of bridges and by-pass to major towns.	35 days
29	Filing of Counter affidavits in Court cases	2 days
30	Providing on-line services such as a. Works procurement b. File disposal c. Performance Indicators (OLPTS)	a) 30 days b) 15 days c) 2 days
31	Issue of Experience Certificate to Contractors	2 days
32	Attending Electrical problems in Government Buildings	1 day
33	Attending Drainage problems in Government Buildings	2 days
34	Attending Leakage problems to buildings	10 days
35	Fitness Certificates to the Buildings.	2 days
36	Cinematography Fitness Certificates	5 days
37	Barricading, helipad arrangements for VIPs visits	2 days

IV. Availability of forms and information

As and when necessary, the same will be developed.

V. Courteous and helpful service

Name of the Officer	Designation	Located at	Phone / E-mail	Times available

APPEND AT ANNEXURE I

VI. We Welcome complaints

To receive the complaints and adverse media replies a P.R.O at Head Office, Circle Office, Division Offices, Sub-Division Offices have been nominated and the P.R.Os will give the replies to the complaints on the same day. The Names, Designations and their Telephone Nos are displayed on the notice board in their offices, in the following format.

Name of the Officer	Designation	Located at	Phone / E-mail	Times available
A. RAJULU	Executive Engineer (R&B) and P.R.O. at Head Office	Office of Engineer-in- Chief(R&B), Erramanzil, Hyderabad.	040-23390977

The Deputy Superintending Engineer at the Circle Office. Divisional Officer (Works) at Division Office and Senior Assistant at Sub-Divisional Office are the Public Relations Officers in the RBD.

VII. How you can help us :

Taking Department permissions prior to cutting roads.
Not allowing construction of unauthorized speed breakers.
Unauthorized occupation / encroachment of Government lands has to be informed to the Govt. and removal of encroachment with the help of Revenue and Police Department.
Wherever the works are in progress, your presence is required in qualitative execution and immediate reporting, if any lapse if found IN TRANSPARENCY MANNER.
Cooperation with the department official in handing over the lands acquired for execution of works.
Not to encourage anonymous petitions.

VIII. Consultations with users.

In rural areas estimates are being prepared with the consultation of users (Users Estimates).

FORMS FOR REPRESENTATIONS, COMPLAINTS AND GRIEVANCES ETC.

There are no prescribed forms for representations, complaints and grievances. All such issues in any written form from the citizens, public representatives, other departments are being accepted and further processed.

Acknowledgement Form

ACKNOWLEDGEMENT

We acknowledge here with the representation petition / complaint / request from Sri Smt. / Kumari _________________________________________on_____________

_________at time______________.

Name of Citizen

E-Mail Id

Phone No.

Postal Address for

Correspondence

Desktop Officer

RDB

GOVERNMENT OF ANDHRA PRADESH

PUBLIC WORKS (R&B) DEPARTMENT

CITIZEN’S CHARTER OF ROADS & BUILDINGS DEPARTMENT

Roads and Buildings Department serves the public in Construction of Roads, Bridges and also Government Buildings including Travelers Bungalows. It serves the public in laying better roads for effective and speedy transportation. Its public service is enormous. As a part of Citizen’s Charter ,Roads and Buildings Department has launched Website (http://www.aproad.com/) to have better interaction from the public. This leads to effective, transparent and good governance. Under the Citizen’s Charter feedback from the public can be obtained. Every day number of suggestions is being received and action is being taken on the suggestion from the public. The feedback from the public can be obtained on the following items.

(i) Is the Officer listening to your problems leisurely ? Yes/No

(ii) Are the staff members of the Office attending to their duties judiciously ? Yes/No

(iii) Is the Officer taking prompt action on the allegation leveled against his staff members ? Yes/No

(iv) Is the Officer preparing / paying the bills to the Contractors promptly ? Yes/No

(v) Is the Officer maintaining the Inspection Bungalows properly ? Yes/No

(vi) Is the Officer removing the unauthorized encroachments on the Road side margins promptly ? Yes/No

(vii) Is the Officer attending to the patch works on the Roads ? Yes/No

(viii) Is the Officer maintaining the berms properly ? Yes/No

(ix) Is the Officer maintaining the public buildings in tidy condition ? Yes/No

(x) Is the Officer paying attention for maintaining avenue trees ? Yes/No

(xi) Is the Officer adding steps to safeguard public properties under the control ? Yes/No

(xii) Does the Officer take prompt action to restore traffic in cases of Traffic interruption caused by seasonal conditions ? Yes/No

The Executive Engineer (R & B) Department take prompt action for improvement to berms, filling of pot-holes, Jungle clearance for visibility and minor improvements needed for riding surface and replies on these items will be sent to the petitioner within seven days.

The Roads and Buildings Department is implementing micro level planning also in vision 2020. Roads and Buildings Department is already bring the best technologies available in the world. The Engineer-in-Chief (Roads) Administration is already in the users list maintained by the World Highways and as and when the new techniques are introduced anywhere in the world, the same will be known to the Department on the same day. Accordingly those techniques will be adopted in the improvement of Roads and Bridges for better transportation to the public.

ROADS AND BUILDINGS DEPARTMENT

CITIZEN CHARTER

---------------------------------------------------------------------------------------------------------------------------

S.No. Subject Officer Contact No.

Concerned

1) Service & Administrative matters Deputy Engineer- 23390499

in-Chief (R&B)

(Administration)

2) Pertaining to Roads matters Deputy Chief 23390822

Engineer (Roads)

3) Pertaining to Buildings Deputy Chief 23390048

Engineer (Bldgs.)

4) Pertaining to National Highways Chief Engineer 23393197 /

(National Highways) 23318074

5) Pertaining to NABARD works Chief Engineer

(NABARD) 23317045

6) Pertaining to A.P.Road Managing Director 23315397

Development Corporation A.P.R.D.C.

ANDHRA PRADESH ROAD TRANSPORT AUTHORITY

CITIZEN’S CHARTER

The Department provides the following services as per the standards set forth in this Charter.

§ Issue of driving licenses to drive different categories of non-transport personalised vehicles.

§ Registration of non-transport personalised vehicles.

§ Acceptance of tax remittances by both personal and transport vehicles.

§ Fitness certificates for all types of transport vehicles.

Our Standards:

§ The department has offices of the following type attending to various items of work listed in item Number (ii)

Office	Service Provided
a) Offices located at District Headquarters	All services listed in item Number (ii)
b) RTA offices located at sub-divisional level
c) Unit offices headed by MVIs

§ We have set the following targets/standards/response time for delivery of documents in respect of all applications found in order

Item of Work

Fees and Service

Charges

Targeted Response

Time

§ Driving license (DTC/RTO/Unit offices)

Learner’s license (for each class of vehicle)
Fresh Driving License

Rs.60.00

Rs.390.00

Same Day

§ Registration of new vehicles/other state vehicles (DTC/ RTO/Unit offices)

2 wheeler
4 wheeler

Rs.160-00

Rs.400.00

Same Day

§ Issue /renewal of Fitness Certificate

Three wheelers
Light motor vehicle
Medium motor vehicle
Heavy motor vehicle

Rs.230-00
Rs.360-00
Rs.460-00
Rs.560-00

Same Day
Same Day
Same Day
Same Day

· MVI offices attached to DTC/RTO offices located away from these offices [items of work shown against (a) and (b) above]

Two days

Other Applications:

Item of Work

Fees and Service

Charges

Targeted Response

Time

Driving license

o International driving license

o All other transactions relating to driving licenses.

· Renewal

· Duplicate

Rs.350.00

Rs.330.00

Rs.315.00

2 hours

Registration of vehicle

o Temporary registration

· 2 wheeler

· 4 wheeler

Rs.330.00

Rs.65.00

2 hours

o Issue of duplicate registration certificate

· Invalid carriages

· Motor cycles

· Light motor vehicles

Rs.110.00

Rs.130.00

Rs.300.00

2 hours

o Transfer of ownership

· Invalid carriages

· Motor cycles

· Light motor vehicles

Rs.110.00

Rs.130.00

Rs.300.00

Same day

o Other transactions

· Change of residence/ place of business

§ Motor cycle

§ Light motor vehicle

Rs.120.00

Same day

· Endorsement/ termination of hire purchase in the R.C.

§ Motor cycle

§ Light motor vehicle

Rs.200.00

Rs.300.00

Same day

Issue of tax tokens (i.e., acceptance tax remittance) in respect of those vehicles where there are no cases pending and tax and penalty arrears are not due.

Rs.5.00 upto

Rs.500/- of tax

Rs.10.00 above

Rs.500/- of tax

2 hours

Availability of Forms & Information:

All forms are available at Help Desks in every DTC, RTO & MVI office, priced at Rs.1/- each. The forms can also be downloaded from our website http://www.aptransport.gov.in/ and from the A.P. portal http://www.apportal.gov.in/

Courtesy:

Every officer of the department is obliged to receive the citizen with a smile, offer a seat and apologise for any inconvenience caused.

Services:

§ Public Assistance Cell/Help Desk is opened in every office to guide and assist citizens in filling the forms and furnishing with information about procedures to be followed as per law for various services like registration of motor vehicles, issue of driving licences, etc.

§ A suggestion/complaint box is prominently displayed in every office in the prescribed manner.

§ When an application is rejected, reasons for rejection will be communicated in writing in the standardized format.

§ A token system is available for orderly receipt and disposal of applications.

Grievances Redressal Mechanism:

Head of the office or his Deputy redresses grievances between 4.00 p.m. to 5.00 p.m. on every working day.

What to do if things go wrong:

If something goes wrong or if there is any delay in the service, you can phone up or fax to the officers marked (*) listed in the Annexure – I during working hours.

You can also register complaints at the e-mail address, tc@ap.gov.in

How can you help us:

You can help improve the services we render to you by following the guidelines listed below.

§ File applications in the right order with correct details. Pamphlets explaining procedures are available at Help Desks. The website http://www.aptransport.org/ also gives these details.

§ File applications directly in our offices for better service. Take the help of “Public Assistance Cell”/Help Desk available in all the offices.

§ Please do not approach any middleman, broker or agent, licensed or not.

§ Keep record of particulars of documents held by you like Driving License, Registration Certificate, etc., this will help you obtain duplicate document, if original is lost.

CITIZEN’S CHARTER

RELATING TO THE BOILERS DEPARTMENT

GOVERNMENT OF ANDHRA PRADESH

1. The Aim/purpose of this charter is to work for better quality in public service

2. We deliver the following services :-

a) Registration of New Boilers (including their Economics and pipelines).

b) Periodical Fitness Certification of Boilers in use (including their connected Economisers and Steam Pipelines).

3. Our aim is to achieve the following service delivery/quality parameters.

Name of the Service Service Delivery Standards Remarks

Time Limit

a) Registration of New Boilers With in 30 days from the

(including their Economics date of completion of -------------

and pipelines) erection.

b) Periodical Fitness Certification With in 30 days from the A specific date is

of Boilers (including their date of expiry of previous fixed for inspect-

connected Economisers and certificate. tion and a mini-

Pipelines) mum of 10 days

advance notice is

given. Further,

the Boiler can

be used during

period between

expiry date and

date of inspection

4. Mode of Application :

No specific format for application is being insisted upon. A Boiler owner can apply mentioning the Service required, Number if Boiler and location of the Boiler.

5. Availability of Information : Information on the following subjects can be obtained from

our officers listed below :

Information Relating to

Designation of the Officer

Located at

Telephone / Fax / E-mail

Registration of New Boilers (including their Economics and pipelines)

Director of Boilers, A.P., Hyderabad

Manoranjan Complex, Block M2, III Floor, M.J.Road, Nampally, Hyderabad , Andhra Pradesh

4732249

4733222

Periodical Fitness Certification of Boilers in use (including their connected Economisers and Steam Pipelines)

Deputy Chief Inspector of Boilers(Power Boilers), Hyderabad

Deputy Chief Inspector of Boilers(Hyderabad Urban Region), Hyderabad

Deputy Chief Inspector of Boilers(Hyderabad Region), Hyderabad

Deputy Chief Inspector of Boilers(Warangal Region), Warangal

Deputy Chief Inspector of Boilers(Visakhaptnam Region),Visakhaptnam

Deputy Chief Inspector of Boilers(Rajahmundry Region), Rajahmundry

Deputy Chief Inspector of Boilers(Vijayawada Region), Vijayawada

Deputy Chief Inspector of Boilers(Ananthapur Region), Ananthapur

Inspector of Boilers, Circle-I, Hyderabad

Inspector of Boilers, Circle-II, Hyderabad

Inspector of Boilers, Circle-III, Hyderabad

Inspector of Boilers, Circle-IV, Hyderabad

Inspector of Boilers, Nalgonda Circle, Nalgonda

Inspector of Boilers, Karimnagar Circle, Karimnagar

Inspector of Boilers, Visakhapatnam Circle, Visakhapatnam

Inspector of Boilers, Kakinada Circle, Kakinada

Inspector of Boilers, Eluru Circle, Eluru.

Inspector of Boilers, Vijayawada Circle, Vijayawada.

Inspector of Boilers, Guntur Circle, Guntur.

Inspector of Boilers, Nellore Circle,Nellore.

Inspector of Boilers, Tirupathi Circle, Tirupathi.

Inspector of Boilers, Kurnool Circle, Kurnool.

Manoranjan Complex, Block M2, III Floor, M.J.Road, Nampally, Hyderabad , Andhra Pradesh

1-9-799, Julywada, Subedari, Hanumakonda, Warangal - 506 010

Dormitory, 1&2, BHPV Township, Visakhapatnam– 530 012

23-11-6/3-1, Adjecent Building, sriramnagar, opp.A.P.Paper Mills Road, Rajahmundry-533 105.

40-1-48/2, Valluri Complex, 1^st Floor, Labbipeta, Vijayawada- 520 010

6-581, Ramnagar, Anantapur-515 004

Manoranjan Complex, Block M2, III Floor, M.J.Road, Nampally, Hyderabad , AP

---- do---

---- do ----

5-8-48, 1^st Floor, ?Manyamchalka, Miryalaguda Road, Nalgonda.

5-8-270, Kama road, Rampur, Karimnagar-505001

Dormitory, 1&2, BHPV Township, Visakhapatnam– 530 012

67/1/37A, Ashok Nagar,Opp.Kamal Veer Theatre, Kakinada-533003, E.G. Dist

27-14-16, Beside Collectorate Canteen, Eluru-534006, W.G.Dist.

40-1-48/2, Valluri Complex, 1^st Floor, Labbipeta, Vijayawada- 520 010

3-12-7B1/86, III Floor, Pattabipuram, Guntur-522 006

A.P.C.S.I.D.C. Building, Savitri Nagar, 7^th Cross Road, Nellore-4

19-9-2, Thiruchanoor Raod, Naidu Building, 1^stFloor,Tirupathi-515501

11-102, Abbasnagar, Karnool – 518 002.

4733390

4733223

4732190

575843

517107

434010

472638

23197

4733343

4732249

44239

45975

513139

372469

34781

490442

235745

333778

53658

30653

6. For information outside office hours, please contact : Sri Y.V.Rami Reddy,

Director of Boilers, A.P.

Hyderabad,Res-3408364.

7. Complaint redressal Systems/Appellate Provisions :

Courteous and helpful service will be extended by all the staff. If you have any complaints to make in the delivery of the above standards, you are welcome to register your Complaints/appeal with the following complaint redressal appellate authorities :

Order made by Appellate Limitation

Authority Period

1. Inspector Chief Inspector 30 Days

2. Chief Inspector Constituted by the State 30 Days

Government

3. Appellate authority constituted Central Government 2 Months

by the State Government.

8. A centralized customer care centre/grievance redressal centre is also available at

Hyderabad where you can lodge your complaint. The complaint may be addressed to

Sri S.Safdar Ahmed, Grievances Officer, Office of the Director of Boilers, 3^rd Floor,

M-2, Manoranjan Complex, M.J.Road, Hyderabad -500 001.Telephone No. 4733223

9. All complaints will be acknowledged by us within 10 days and reply on the action taken will be communicated within 30 days.

· We welcome suggestions from Boiler Owners.

10. We seek your co-operation on the following.

Citizens’ Charter is a joint effort between us and you to improve the quality of service provided by us and we request you to help us in the following way :

a) A Boiler owner who intends to use the Boiler beyond expiry date of the existing certificate, is requested to apply to the concerned Inspector alongwith Challan for prescribed fee, one month in advance of the expiry date of the certificate.

b) As stipulated under section 6 of the Indian Boilers Act, no owner of a Boiler shall use the Boiler or permit it to be used.

i) Unless it has been registered in accordance with the provisions of the Act;

ii) In the case of any Boiler which has been transferred from one state to another, until the transfer has been reported in the prescribed manner;

iii) Unless a certificate or provisional order authoprising the use of the Boiler is for the time being in force under the Act;

iv) At a pressure higher than maximum pressure recorded in such certificate or provisional order;

v) Unless the Boiler is kept incharge of persons holding the Boiler Attendant’s/Boiler Operation Engineer’s certificate as required under relevant Rules.

c) As stipulated under section 8(1) of the Indian Boilers Act, a certificate authorizing the use of the boiler shall cases to be in force.

i) On the expiry of the period for the Boiler; or

ii) Where any accident occurs to the Boiler; or

iii) When the Boiler is moved, the Boiler not being a vertical Boiler the heating surface of which is less than 18.58 square metres, or a portable or a vehicular boiler; or

iv) When any structural alteration, addition or renewal is made in or to the Boiler ; or

v) If the Director of Boilers in any particular case so directs, when any structural alteration, addition or renewal is made in or top any steam-pipe attached to the Boiler ; or

vi) On the communication to the owner of the Boiler of an order of the Director of Boilers or Inspector prohibiting its use on the ground that it or any steam-pipe attached thereto is in a dangerous condition.

11. Hand book/Consumer Helpline

We have published a Handbook for the guidance of Boiler owner. Please contact any officer of the Department for more details.

Our Helpline number is 4732249.

We are committed to constantly revise and improve the services being offered under the Charter.

LET US JOIN IN MAKING THIS CHARTER A SUCCESS.

ELECTRICAL INSPECTORATE DEPARTMENT

CITIZEN’S CHARTER

I. FUNCTIONS OF ELECTRICAL INSPECTORATE ORGANISATION

The Electrical Inspectorate organization is responsible for enforcement of the provisions of

I.E. Act 1910 and I.E. Rules, 1956
A.P. Cinemas (Regulations) Act, 1955 and A.P. Cinemas (Regulations) Rules, 1970; Rules for Public Exhibition of Videos.
A.P. Electricity Duty Act, 1939 and Rules made there under.
The A.P. Electrical Licensing Regulations, 1987.
House Hold Electrical Appliances (Quality Control) Order, 1981, 1988, 1989 and 1993.

This organization is under the administrative control of the Energy Department, Government of Andhra Pradesh and is headed by the Chief Electrical Inspector to Government.

1. I.E. Act 1910 & I.E. Rules, 1956.

(a) Approval of drawings for fresh and Additions/Alterations in the existing

EHV/HV/Generator, installations.

(b) Inspection and issue of statutory approvals for EHV and HV Installations of

consumers (new as well as additions and alternations in the existing installations)

under Rules 63 of I.E. rules, 1956.

than 10KW of IPPs and others under Rule 47A of Indian Electricity Rules, 1956.

(d) Inspection and approval of Electrical Installation in high rise buildings (of more

than 15 meters height) under Rule, 50-A of I.E. Rules, 1956.

(e) Statutory inspections of the Electrical Installations of Licensees and sanction

holders.

(f) Annual Inspection of all EHV/HV consumers installation under Rule, 46 of I.E.

Rules, 1956.

(g) Inspection and issue of statutory approvals for all Neon Sign & X-Ray installation

under Rules 71 and 73 of I.E. Rules, 1956.

(h) Inspection of temporary installation pertaining to exhibition public functions etc.,

under Section 30 of I.E. Act, 1910.

(i) Investigation of Fatal and non-fatal electrical accidents and analyze the causes

thereof and recommend remedial measures.

(j) Examine and finalize arbitration cases between the consumers and kthe

suppliers/licensees.

2. A.P. Cinemas (Regulations) Act, 1955, A.P. Cinemas (Regulation) Rules, 1970, Rules for Public Exhibition of films on Videos and Rules for construction of Drive in Cinemas;

(a) Granting of construction permission for all types of Cinemas (temporary,

permanent & Semi-permanent) Inspections and granting of Electrical and fire

certificates in Form “D”.

(b) Inspection and granting of Electrical and Fire Certificate for Video

installations in Form-D(V).

(d) Conducting examinations for Cinema Operators and grant of Competency

Certificates and Cinema Operator Licenses to Successful candidates.

3. A.P. Electricity Duty Act, 1939 and Rules made there under;

a) Inspection of Accounts of all SAOs of Discoms, Licensees/IPPs, etc., for the purposes of assessing the Electricity Duty payable on the sale of energy and raise the Debit.

b) Inspection of accounts of all Licensees and sanction holders in the state and assess the Electricity Duty payable and raise the Debit.

c) The rate of Electricity Duty is 6 paise per unit of sale and consumption of energy.

d) The Electricity Duty is exempted when the generation is for captive consumption but duty is leviable on entire consumption sale when there is third party sale.

e) The Duty is not chargeable on sale of power wherever the price per unit is 12 paise and below.

f) The consumption by Central Government installation, including railways is not dutiable.

g) The duty is not leviable on consumption/sale of energy upto 16,666 units P.M. or 2 lakhs units in a year.

4. A.P. Electrical Licensing Regulations, 1987:

a) Grant Licenses to electrical Contractors (‘A’ Grade and ‘B’ Grade)

b) Grant of Supervisor and Wireman certificate of competency and Permits to eligible persons.

c) Oversee the proper implementation of Licensing Regulations throughout the State.

5. House Hold Electrical Appliances (Quality Control) Order, 1981, 1988 & 1993.

a) For the implementation of the House Hold Electrical Appliances (Quality Control) Order, 1981, 1988, 1989 & 1993, the Chief Electrical Inspector to Government is Appropriate Authority and the Principal Secretary, Energy Department is the Appellate Authority. These orders are issued under the provision of Section 3 of Essential Commodities Act, 1955.

b) The main objects of the order is to prevent manufacture, distribution and sale of sub-standard Domestic electrical appliances in the interest of public safety. Under the provisions of this order it is an offence to manufacture, distribute, store or sell any substandard appliance which is not in conformity with the specified standard with a view to strictly implement these orders the ‘Appropriate Authority” i.e., the Chief Electrical Inspector to Government has authorized all Dy. Electrical Inspectors of the Organization to search all the electrical shops selling of HHEA and seize any unauthorized and substandard goods/appliances and initiate action as per the provisions of essential commodities Act.

6. The standards laboratory of the Electrical Inspectorate has the facilities to test the following:

(a) Energy meters, RSS (Rotation Sub-Standard) meters, Meggers, Direct indicating

instruments, current transformers, rubber gloves and transformer Oil samples.

1. Copper Chokes.
Tube light fittings.
Rubber pads.
P.V.C. Cables
Bearing pads.
X Rods
Switches, Sockets, MC CB’s
Ceiling Fans
Capacitors.
Automatic Street Light Switches.
Electronic Ballast.
CFL adopter.
AAA Conductors.
Heavy duty Chokes (SV & MV)
Stators for Flourescent Lamps.

The Electrical Inspectorate also undertakes testing of consumer installations for leakage, measurement of insulation resistance of equipment and Earth resistance at the request of consumers and on payment of requisite fees.

II. Service delivery standards:

1) Approval of Electrical Drawings of EHV/HV/MV:-

Installations if it is received in full shape = 3 working days.

2) If Statutory Approvals of EHV/HV/MV

Installations/Section 30 = 7 working days.

3) Arbitrator Cases

(Judgment will be issued after final hearing) = 25 working days.

4) Periodical Inspections of EHV/HV Installations = As per calendar month.

Will be conducted after receipt of Inspection fees

As per G.O.Ms.No.45, dated 4.5.2002 well in

advance.

5) Electrical Accidents:-

1) Supplier/Owner/User to intimate the Electrical Inspector over phone or by Telegram with in 24 hours followed by within 48 hours a written report in the prescribed form as per Rule 44A of I.A. Rules, 1956.

2) Investigation and finalization and submission of investigation report within 45 working days.

6) Issue of Electrical & Fire Certificate – = 15 working days.

Form “D” and “D” (V) after receipt of

application in full shape.

7) Cinema Operators Licenses (Fresh)

Examinations will be conducted once in a

year in the month of December. Results

will be published in local paper within

(90) days.

a) Issue of Competency Certificate

& Cinema Operators Licenses = 30 working days.

b) Renewal of Cinema Operator

Licenses = 15 working days.

8) Duty realized from Licensees is a

continuous process.

9) Applications for issue of Supervisor and

Wireman Permit is a continuous process

throughout the year.

Licensing Committee will meet once

in 6 months approximately. After approval

of Committee Certificates, permits and

licenses for both ‘A’ and ‘B’ grade.

b) will be issued fresh = 45 working days.

c) Renewals of Permit of the Permit = 15 working days.

holders

10) “A” Grade and “B” Grade

a) Electrical Contractor Licenses. After

receipt of application in full shape. = 7 working days.

b) Renewals of “A” Grade and “B” Grade = 5 working days.

Electrical Contractor Licenses. After

receipt of application in full shape.

11) Issue of authorization to Test the

Transformer oil and protective relays kit. After

Receipt of the report from concerned authorities. = 7 working days.

12) Testing of Transformer oil, Rubber Gloves,

Cables, etc. = 7 working days.

13) Searching and Seizing of spurious

Materials continuous process

III. Availability of Information:-

Sl. No.	Information relating to	Designation	Located at	Telephone Nos.
1	I.E. Rules 1956 and I.E. Act, 1910	a) Dy. Chief Elecl. Inspector to Govt., Hyderabad. b) Dy. Chief Elecl. Inspector to Govt., Hyderabad (Rural) c) Electrical Inspector, Kurnool. d) Electrical Inspector, Vijayawada. e) Electrical Inspector, Visakhapatnam.	Mint Compound, Hyderabad Chikkadapally, Hyderabad. 10/72, Krishna Nagar, Kurnool. D. No. 27-6-30, 1^st floor, Prakasham Road, Governerpet, Vijayawada Plot No. 2/1, Sector 10, M.V.P. Colony, Vizag - 17	23453613 27664516 229806 2569729 2551861
2.	APC (R) Rules, 1970 and H.GE.A	All the Dy. Elecl. Inspectors of Field Sub-Divisions located at	Vizianagaram, Visakhapatnam, Rajahmundry, Kakinada, Eluru, Vijayawada, Guntur, Nellore, Tirupathi, Cuddapah, Mahaboobnagar, Karimnagar, Waran-gal, Nalgonda, Nizamabad and Chikkadpally.
3.	Duty Act	Accounts Officer	Mint Compound, Hyderabad.	23453023
4.	Licensing	Dy. Chief Elecl. Inspector, Hyderabad.	Mint Compound, Hyderabad.	23453613

IV. Complaint Redressals:-

All Regional Offices situated at Hyderabad, Kurnool, Vijayawada and Visakhapatnam.

Every citizen shall follow BIS standards/National Electric Code, I.E. Rules, 1956 and A.P.C. (R) Rules, 1970 while establishing EHV/HV/MV/Installations, or purchasing of electrical equipments/Electrical Appliances to minimize the Electrical Accidents and loss life to human, Animals and loss of Equipment and property and thus save energy.

V. The reference books pertaining to the above information:-

I.E. Act, 1910.
I.E. Rules, 1956.
A.P.C. (R) Rules, 1970
Electricity Duty Act, 1939.
A.P. Electrical Licensing Regulations, 1987.
House Hold Electrical Appliances (Quality Control) 1981, 1988, 1989, 1991 and 1993.
ISI Standards.
National Electric Code.
A.P. Portal.