Complaint Handling Mechanism

Since an effective complaint mechanism energizes public vigilance against irregularity, it is provisioned for in Project design.  Also, once the Project is effective, it would be constantly assessed for efficacy. Most essential though, is to ensure that whistle-blowers are completely protected since they often play the greatest role in anti-corruption efforts. For this reason, it will be ensured, that all complainants would be assured of strict confidentiality and professionalism, and that no actions are taken against innocent people. Additionally, complaints against Project staff should be handled by an independent entity for the system to be credible.

All the district level offices of the Line Departments., viz. Coop. & Mktg. Dept., Agriculture Dept. and Animal Husbandry Dept., will designate one senior officer, in each district office, as the Grievance Redressal Officer, who will receive any complaint relating to any matter relating to the Project. The District Head of the concerned line departments will be designated as the Appellate Authority relating to the grievance redressal. The names and contact details of these officers will be published on the website. The details of the scope and nature of complaints, procedure for handling complaints, designated authorities at district level, public disclosure are mentioned in the subsequent para on the Grievance Redressal Mechanism. The nature of complaints which may be envisaged to be received by the Grievance Redressal officer at the district level can be enlisted as follows:

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Since an effective complaint mechanism energizes public vigilance against irregularity, it is provisioned for in Project design.  Also, once the Project is effective, it would be constantly assessed for efficacy. Most essential though, is to ensure that whistle-blowers are completely protected since they often play the greatest role in anti-corruption efforts. For this reason, it will be ensured, that all complainants would be assured of strict confidentiality and professionalism, and that no actions are taken against innocent people. Additionally, complaints against Project staff should be handled by an independent entity for the system to be credible.

All the district level offices of the Line Departments., viz. Coop. & Mktg. Dept., Agriculture Dept. and Animal Husbandry Dept., will designate one senior officer, in each district office, as the Grievance Redressal Officer, who will receive any complaint relating to any matter relating to the Project. The District Head of the concerned line departments will be designated as the Appellate Authority relating to the grievance redressal. The names and contact details of these officers will be published on the website. The details of the scope and nature of complaints, procedure for handling complaints, designated authorities at district level, public disclosure are mentioned in the subsequent para on the Grievance Redressal Mechanism. The nature of complaints which may be envisaged to be received by the Grievance Redressal officer at the district level can be enlisted as follows:

  • Procurement related complaints, 
  • Quality of material used in constructed related complaints,
  • Quality of construction related complaints,
  • Measurement of work completed related complaints,
  • Completion Certificate related complaints,
  • Payment of the bill related complaints,
  • Quality of delivery related complaints.
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