CITIZENS’ CHARTER
FOOD, SUPPLIES & CONSUMER WELFARE DEPARTMENT, ORISSA
This Charter is a declaration of our commitment to achieve excellence in the formulation and implementation of Policies and Procedures of the Food, Supplies and Consumer Welfare Department for the benefits of the public at large.
This charter is prepared with the objective of putting forth commitments of the services provided by different wings of the Government to their clients, the standards of the services provided by them and how these services can be effectively utilised.
Knowledge and awareness among the general public and the consumers about these charters will certainly create an atmosphere to persuade public service providers to make their systems more transparent, purposeful and effective. This will also make the service providers set high standards and develop systems to measure how best they can carry out their charter commitments. It is a tool for the public to derive benefit as best as it can.
The Consumer movement is said to have dawned in India with the enactment of Consumer Protection Act, 1986 and this act has set in motion a revolution in the field of consumer’s rights. This act provides an extremely good opportunity to the consumers for quick redressal of their grievances. It is a unique piece of social legislation, the basic objective is to provide speedy and inexpensive justice to the consumers and it is said to be a milestone in the history of socio-economic legislation in India. The act enshrines the following rights to the consumers :
a) Right to be protected against the marketing of goods and services which are hazardous to life and safety.
b) Rights to be informed about the quality, quantity, potency, purity, standard and price of goods or services so as to protect the consumer against unfair trade practices.
c) Right to be assured, wherever possible, access to a variety of goods and services at competitive prices.
d) Rights to be heard and to be assured that consumers’ interests will receive due consideration at appropriate Fora;
e) Rights to seek redressal against unfair trade practices or unscrupulous exploitation of consumers and;
f) Right to consumer education.
Responsibilities of Consumers :
For exercising rights, we should;
i) obtain information regarding quality and price before making any purchase.
ii) be careful about false and/or misleading advertisements.
iii) purchase goods having ISI mark, Agmark etc. as and where available for safety and quality.
iv) obtain proper receipt / cash memo for purchases made and guarantee / warranty card duly stamped and signed by the seller, wherever applicable.
v) approach District Forum, State Commission or National Commission for redressal of consumer grievances against sale of defective goods or deficient services or adoption of unfair or restrictive trade practices.
We
· administer the Consumer Protection Act, 1986 under which consumer redressal agencies at the district and State level have been set up to provide speedy and inexpensive relief to the consumer with genuine grievances.
· operate the State Consumer Welfare Fund and forward application for central consumer welfare fund which provides financial assistance for promoting and protecting the welfare of consumers, generate consumer awareness and strengthen the consumer movement in the state.
· administer the Essential Commodities Act 1955 that has been enacted to ensure easy availability of essential commodities to consumers and protect them from exploitation by traders.
· administer the Standards of Weights & Measures Act, 1976 and the Standards of Weights & Measures (Enforcement) Act, 1985 for the regulation of weights and measures, weighing and measuring instruments in the State.
· monitor the open market prices of essential commodities and take appropriate steps to check any unwarranted increase in prices of such commodities and ensure easy availability of these commodities in the state.
· administer the Emblems & Names (Prevention of Improper use) Act, 1950, that provides for preventing the improper use of certain emblems and names (specified in the schedule of the Act) for professional and commercial purposes.
· administration of BIS, standardisation and certification.
We commit to make all endeavours.
To deal with all applications for recommendation to Government of India for financial assistance from the Consumer welfare fund within the time frame set out in Annexure – I.
To deal with all applications received under the provisions of the weights & Measures Acts and Rules made there under within the time frame set out in Annexure – II.
To give prompt attention to public grievances and dispose them off within the time frame set out in Annexure – III.
To take all possible steps, including amendment of the consumer Protection Act, 1986 and rules made there under wherever required to facilitate the speedy disposal of cases filed in the consumer redressal agencies.
To establish the apex advisory body, namely, State Consumer Protection Council (SCPC) and Dist. Consumer Protection Council (DCPC) under the Consumer Protection Act, 1986 to promote and protect the rights of the consumers and hold regular meetings thereof.
To monitor market prices of essential commodities closely, take all possible steps that such prices remain at reasonable levels and provide information on market prices of essential commodities on the department’s website, updated daily and to ensure easy availability of these commodities across the State.
To provide on the Department’s website, all information that may be useful to be public including information relating to the various laws administered by the department, market prices of essential commodities, consumer Welfare Fund, application forms for obtaining financial assistance from the consumer welfare fund or approvals under the various provisions of the Weights & Measures Acts and Rules made there under, fax / telephone/ E-mail address of officers dealing with various subjects in the Department and to regularly update such information.
Annexure – I
Time frame for Disposal of Application for Assistance under the Consumer Welfare Fund.
Application for Financial Assistance
Applicant to be intimated within 15 working days of receipt if the eligibility criteria are not met or application is incomplete.
Decision on eligible and complete applications to be taken and intimated within four weeks from the date of receipt of recommendations of the District Collectors where called for and for released of funds from Central Consumer Welfare Fund the applications will be forwarded after due approval of steering committee within four weeks.
Release of Grant
Grant will be released after issue of sanction in cases approved by the Standing Committee on CWF within 30 days after the applicant complies with all the pre-release requirements of the sanction by State Government/ Government of India.
Settlement of Accounts
Accounts will be settled within 45 days after the submission of audited statement of expenditure and meeting other requirements prescribed in the terms and conditions of the grants.
Annexure – II
Time frame for dealing with Applications under The Weights & Measures Acts & Rules made there under.
1.(a) Registration under Rule 35 of the Within 20 days from the date
Packaged Commodities Rules 1977 of receipt of complete Application.
Including Shorter Address.
(b) Return of incomplete Application Within 10 days from the date
forms for removal of deficiencies. of receipt.
2. Application for model approval under
the provisions of model Approval
Rules.
(a) Initial processing of application and Within 15 days from the date
return of incomplete application. of receipt of application.
(b) Processing of final test report from the Within 90 days
laboratory for notification in the Gazette.
3.(a) Application for manufacture of non- Within 45 days from the date of
standard weights or measures under receipt of complete application.
the General Rules.
(b) Return of incomplete Application form Within 10 days from the date
for removal of deficiencies. of receipt of application.
Time frame for Disposal of Public Grievances
Acknowledgement. Within 15 days.
Referring the grievance to the concerned Within 15 days.
Organization (if it does not directly concern
the Department) under intimation to the
petitioner with an advice to inform the petitioner
directly of the outcome within 3 months
CITIZENS’ CHARTER FOR THE TARGETTED PUBLIC DISTRIBUTION SYSTEM (TPDS)
1. The Government of Orissa views the TPDS as an important constituent of the strategy for food security by ensuring minimum supplies of foodgrains to the population Below Poverty Line (BPL). The Government will implement the TPDS to the best advantages of the beneficiaries with utmost transparency and efficiency.
2. The TPDS functions through a network of Fair Price Shops/Ration Shops. House holds belonging to volunerable sections of the Society like landless labourers, marginal farmers, rural artisans, craftsmen such as potters, tappers, weavers, blacksmiths, carpenters in rural areas and slum dwellers and persons earning their livelihood on daily basis in informal sectors e.g. casual labourers, porters, coolies, rickshaw-pullers hand-cart pullers, fruit and vegetable sellers on pavements in urban areas as identified by Panchayati Raj Department and Housing and Urban Development Department in their BPL Survey will be normally covered under BPL and entitled to get foodgrains as per criteria fixed by Food, Supplies and Consumer Welfare Department at specially subsidised/subsidised prices.
Entitlement
3. The Government of Orissa in Food, Supplies and Consumer Welfare have issued separate cards to the BPL families and promises to issue foodgrains as will be fixed by Government from time to time per month per family at the Fair Price Shops (FPS) indicated in the card.
4. The Price of rice/wheat at the FPS shall not be more than consumer price fixed by Government from time to time.
5. The rice/wheat supplied at the FPS shall be of Fair Average Quality as prescribed by Government of India.
Fair Price Shop
6. As instructed in Para - 8 of F.S & C.W. Department letter No. 18672(30), dt. 26.05.1997, the FPS shall open on all days during scheduled business hours except declared closure day as per the labour Act between 8 A.M. to 12 Noon and 4 P.M. to 8 P.M. The cardholders can get their entitled allotment on any opening day any time/on the dates indicated in the cards. The foodgrains shall be supplied in full monthly entitlement within the month. As many of the BPL card holders can not afford to purchase their increased quota in one installment they shall be allowed to purchase their monthly quota on weekly basis as instructed by the Chief Secretary to all Collectors in letter No. 34797 (30), dated 26.12.2001.
7. The Government will ensure periodical checking of special ration cards to identify and eliminate bogus ration cards and also to take stern action against persons found guilty of misusing the TPDS benefit.
The Government will also carry out addition/deletion of family members, change in address, transfer of ration cards in a time bound manner as follows:
|
Sl.No |
Item of work |
Time limit |
Authority to effect changes |
|
1 |
Inclusion/Deletion of family members (by representation to Areas Rationing office) |
i) Same day on presentation of ration cards with required proof. ii) Within seven days if physical verification is necessary (for addition) |
C.S.O./A.D.M./A.C.S.O., as the case may be
-do- |
|
2 |
Change in address within jurisdiction of the same FPS |
Same day |
-do- |
|
3 |
Change in address including change in F.P.S. |
Seven days |
-do- |
|
4 |
Issue of surrender certificate on transfer of family to other city or otherwise |
Same day |
-do- |
|
5 |
Issue of new ration card within the State (with surrender certificate) |
Seven days |
-do- |
|
6 |
Issue of new ration card in case of change of State |
Two weeks |
-do- |
Ration Cards :
8. Every family residing in the State will be entitled to a ration card under the Regulations as prevalent from time to time. The following procedure may be followed in this regard :
i) The criteria prescribing eligibility and procedure for issue of ration cards will be widely publicised and made available to any citizen on demand.
ii) Simple application forms in easy language will be available at the Office of the C.S.O./A.C.S.O. for being filled by the applicants for ration cards. Pass port size Photographs may be required to be affixed if so required in the Application Form.
iii) Special arrangements are made at the office of C.S.O./A.C.S.O. to help the applicants to fill up the forms and to explain the procedure followed before Ration Cards are issued in their favour.
iv) Every application for Ration card will be duly acknowledged on the spot and given a suitable Registration Number.
v) The acknowledgement slip will indicate the date on which the Ration Card can be collected in case all the information as required have been correctly given and it has been possible for the authorities to do the required verification and complete the various formalities.
vi) In case the Ration Card is not ready for collection on the date as specified in the acknowledgement slip, the reason for the delay and the likely date by which the card will be available will also be invariably intimated.
vii) All Ration cardholders will be suitably advised and given appropriate guidance regarding the FPS at which they could register their cards for obtaining supplies. Any difficulty faced by the cardholders in this regard will be resolved within two days by deputing appropriate inspecting officials to the FPS under intimation to the cardholder.
Viii) All staff and officials having public contact in connection with issue of Ration cards will wear name budges and will attend to the needs of the public courteously and promptly.
ix) The names of officials, their designation, telephone numbers and address to whom grievances/complaints relating to delay or rejection of application for ration cards could be addressed will be prominently displayed at the concerned office premises.
x) All grievances/complaints and other correspondences will be duly registered and acknowledged on the spot across the counter or within 7 days by post.
xi) Final replies to such grievances/complaints etc. will be issued within 30 days.
xii) Wherever possible computerised information system will be introduced to ensure efficient and effective pursuit and disposal of grievances and complaints.
xiii) Stringent steps would be taken to ensure detection of bogus and unauthorised Ration cards through a system of effective surprise checks.
xiv) The criteria for identifying those below the Poverty line to be covered by TPDS will be transparent and widely publicised.
xv) Complaints/grievances regarding inclusion or non-inclusion in the Below Poverty Line target group for coverage under TPDS will be dealt with by Collector of the District, the details regarding which will be prominently displayed in all concerned offices.
xvi) Special cards of distinctive colour will be issued to families Below Poverty Line, which would entitled them to obtain the essential commodities at specially subsidised/ subsidised rates.
9. The Government of Orissa will formulate and implement foolproof arrangements for delivery of foodgrains and other essential commodities to Fair Price shop and for its subsequent distribution to the intended beneficiaries through the shop in a transparent and accountable manner.
Inspection and Checking :
10. To make the system more effective and efficient and to enforce accountability the Government of Orissa will prescribe an Inspection Schedule for all Officers. During these inspection, the quality and quantity of ration being supplied through FPS, smooth functioning of the FPS with reference to opening and closing time of FPS, dealings of FPS owner/its workers with beneficiaries will be checked.
Right to information :
11. Each FPS will display information such as beneficiary's entitlement of various commodities, the issue, prices, names of Fair Price Shopkeeper, timings of opening and closing of F.P.S. and weekly closing days, stock position etc. at a conspicious place (as per Annexure-IVB)
12. The F.P.S. will also display procedure for lodging the complaints with reference to quality and quantity of ration and other problems being faced by the beneficiaries during the course of getting their ration.
13. The consumer attached to the F.P.S. will be entitled to inspect the stock register, sales register and ration card register at the F.P.Ss.
14. Allocation of various commodities to the Districts, blocks, FPS will given wide publicity. The Panchayat and Municipality will be informed of the allocation made and quantities actually distributed, every month.
15. Information regarding allotment to the issue from any F.P.S. of commodities, can be obtained by any one for a period up to three months from the C.S.O/A.C.S.O on payment of prescribed fees of Rs.50.00 (Rupees fifty) only.
Vigilance and Public Participation :
16. Government of Orissa will constitute Vigilance committees to review the functioning of the scheme periodically at Fair Price Shop/Panchayat Level/District level and State level associating the members from Government, social organisations, consumer organisations, local body members etc.
Training of Personnel engaged in T.P.D.S. activities.
17. Training Programme including workshops will be formulated and arranged in association with the voluntary consumer and social organisations including youth and women organisations in order to motivate the staff engaged in implementation of TPDS. The Government of Orissa will also consider suitable incentives for rewarding good work, while ensuring at the same time that lapses, if any, are dealt with.
18. The Government of Orissa would like to reiterate its' commitment to TPDS with it's focus on the poor through this Charter and expects all agents concerned with the implementation to do their utmost for efficient, effective and successful implementation of TPDS.
Citizens' Responsibilities :
19. In return the Government of Orissa expects from the citizens ;
i) not to misuse the facilities and indulge in or encourage any malpractice.
ii) report promptly to the authorities concerned any instances of irregularity or other malpractice.
iii) give suggestions, if any, for the improvement of this Character to the Secretary to Government, Food Supplies and Consumer Welfare Department.
20. The model single page Charter for the State Food, Supplies and Consumer Welfare Department/Corporation, District Food and Civil Supplies Offices, Issue Depots at F.C.I./OSCSC and Fair Price Shops are opened at Annexure-I, II, III and IVA respectively which could be displayed at a prominent location in the office which is easily visible to the costumers.
21. All the above services and commitments will be honoured without the citizen having to pay any bribe.
*********
Single Page Charter for State Food, Supplies and Consumer Welfare Department / Corporation.
1. The entitlement of ration cardholders and the details of allotment of commodities to the district/sub-divisions will be given due publicity.
2. The norms for opening a Fair Price Shop and Kerosene Oil Depot will be made public, Applications shall be duly acknowledged ad replies given within 7 (seven) days.
3. Complaints about quality and weighments of foodgrains can be made to the following official(s) of the Grievance Cell.
Name : Secretary to Government
Address: Food Supplies and Consumer Welfare Department, Bhubaneswar.
Annexure- II
Single Page Charter for District Food and Civil Supplies Office.
1. We can be approached for any issue relating to the ration cards and also for redressal of any inconvenience/grievance relating to Fair Price Shop.
2. We will register all petitions and issue acknowledgement on the spot across the counter. Final replies to petitions will be issued within 30 days.
3. Petitions relating to ration cards will be disposed of within specified time limits as shown below :
|
Sl.No |
Item of work |
Time limit |
|
1 |
Inclusion/Deletion of family members (by representation to Area Rationing office) |
i) Same day on presentation of ration cards with required proof (wherever necessary) ii) Within seven days if physical verification is necessary (for additions) |
|
2 |
Change in address within service area of the same FPS |
Same day |
|
3 |
Change in address including change in F.P.S. |
Seven days |
|
4 |
Issue of surrender certificate on transfer to other city or otherwise |
Same day |
|
5 |
Issue of new ration card within the State (with surrender certificate) |
Seven days |
|
6 |
Issue of new ration card in case of change of State |
Two weeks |
4. We will make available on demand by any interested citizens a copy of details of issues by FPS, register of ration cards in FPS, allotment of commodities to FPS etc. on a nominal fee.
Annexure-III
Single page Charter for the Issue Depots of FCI/SCSC
1. We display the quality of foodgrains supplied in sealed transparent containers / plastic bags and one such bag is given to the FPS dealer to be displayed at Fair Price Shop.
2. We display the price of foodgrains supplied both for the BPL and APL and also the economic cost price.
3. The foodgrains supplied would be of the quality approved and as per the specification.
4. The time limit for issue of foodgrains is _________hours/days after depositing the money.
5. The FPS dealer is entitled to draw sample of the commodity sold and get them sealed in the presence of witness and lodge complaint regarding the quality to the District office whose address and telephone no. are as under
On this address any malpractice, irregularities/complaint about price, quality and weighment can also be lodged.
Annexure-IVA
Single page Charter for Fair Price Shops.
1. This Fair Price Shop provides PDS commodities viz. Rice, wheat sugar, edible oil and kerosene oil to the ration card holders attached to this shop. Working hours scale of issue price, stock position and name of the owner and displayed separately on the board.
2. Families below Poverty Line (BPL) holding special cards will get 10 kg. of foodgrains (rice or wheat or both) per month at following prices.
Rice Rs. per kg.
Wheat Rs. per kg.
3. The card holders serviced by this FPS are entitled to inspect the stock register, sale register and ration card register.
4. The functioning of this fair price shop is monitored by a Vigilance Committee. Any grievance may be addressed to :
1. The Fair Price Shop Committee of the G.P.
2. Grama Sabha.
3. Retail Level Committee.
(Viz. Social workers, voluntary consumer organisations, local body/Panchayat Members etc.)
5. Grievances can also be addressed to the following Government official(s)
1. Collector of the District.
2. Principal Secretary to Government, F.S. and C.W. Department.
Timings AM to PM
Lunch AM to PM
Closed on day
i) Serial No. (if any) of
FPS with other details
ii) Name of the FPS owner
iii) Total No. of Special
Cards attached with the FPS
iv) Details of PDS Commodities
|
Sl. No. |
Name of the commodity |
Opening Stock |
Rate per kg |
Entitlement per card / unit |
Closing stock (at closing hour of the FPS) |
|
1 |
2 |
3 |
4 |
5 |
6 |
|
1 |
|
|
|
|
|
|
2 |
Wheat |
|
|
|
|
|
3 |
Sugar |
|
|
|
|
|
4 |
Edible Oil |
|
|
|
|
|
5 |
Kerosene Oil |
|
|
|
|
|
|
||
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