P. C. MODY
Chairman, CBDT &
Special Secretary to the Government of India
GOVERNMENT OF INDIA
Ministry of Finance/Department of Revenue
Central Board of Direct Taxes
North Block. New Delhi –110001
Tele : 23092648 & Telefax : 23092544
DO No. Dir.(Hqs.)/Ch.(DT)/39(2)/2019
New Delhi, 21st June, 2019
Sub. : Timely and proper redressal of Public Grievances
As you all are aware, Grievance Redressal is a major aspect of the department’s public relations exercise as also one of the primary focus areas of the Government and it is monitored at the highest level. It is important for safeguarding the right s and dignity of the taxpayer on one hand while enforcing higher standards of accountability on officers and staff at the other.
2. It has been re-iterated from time to time through written and verbal injunctions that all the Pr. Chief Commissioners. Chief Commissioners I Director Generals and their subordinate officers shall ensure that grievance redressal is one of their focus areas. It has also been conveyed that the senior officers shall personally monitor specified number of grievances and will ensure that the same are resolved in their Regional Charge within the prescribed time of 30 days. In almost every video-conference the issue of expeditious resolution of grievances is also being highlighted by the Board.
3. However. inspite of all these efforts by the Board it is seen that the total number of pending grievances on CPGRAMS as on 20.06.20 19 is 2647 out of which 885 grievances are pending for more than 30 days. Likewise 34026 cases of e-Nivaran are still pending for resolution. These figures are a cause of serious concern and point to a lackadaisical attitude in the effective redressal of the grievance by the concerned authority.
4. Therefore. 1 would like you to ensure that all officers under your jurisdiction are directed to take requisite steps so as to reduce the avenues of grievances. Necessary steps must also be taken to redress all cases of CPGRAMS pending for more than 30 days. All e-Nivaran cases must also be resolved in a systemic manner adhering to the given time lines.
with best wishes,
(P. C. Mody)
All Pr. Chief Commissioners of Income Tax/
Pr. Directors General of Income Tax