1. Lodging of complaints:
Complaints are to be sent to the Chief Vigilance Officer either by post / courier or through email. Telephonic complaints should be followed by written confirmation.
2. Handling of complaints received from MPs and other VVIPs:
All the complaints received through MPs & former MPs, will be immediately acknowledged by vigilance-KPT. Such complaints will be processed on priority.
3. Complaints received over phone:
All complainants making complaints on phone are advised to send their complaints in writing with complete details. Only exceptional cases of very serious and urgent nature will be noted down in the form of a brief note together with name and address and telephone numbers of the complainant and would be further processed. Complainants not giving their identity may be treated as anonymous.
4. Handling of complaints received by E-mail:
Complaints made through e-mail should contain complete postal address. Such complaints will be dealt as a normal complaint on print of its hard copy by a designated person on a daily basis.
5. Complaint receipt and registration:
All the complaints received by the Chief Vigilance Officer are diarised and then distributed to concerned Vigilance Inspectors/I.O in the Vigilance Department who examine it to determine whether they need to be pursued. In case, the complaint is registered, it will be given a Inward Registration Number.
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6. Initial assessment of complaints:
All the complaints on receipt are analysed and sorted as per the following procedure:
a) The complaints are filed if the same are vague or do not contain verifiable facts.
b) If the complaint is anonymous or pseudonymous, it will generally be filed after the approval of CVO. In exceptional cases where verifiable facts are provided, the complaint can be used as a source of information, after the approval of CVC.
c) In case a complaint has been received by a Vigilance Officer, he will forward the same to CVO for further orders.
d) Complaint received from CVC under “Public Interest Disclosure & Protection of Informer” will be dealt with as prescribed in time bound manner.
e) All complaints received from CVC will be replied to, giving the status, within 60 days and investigation will be completed in 90 days.
f) After registration of the complaint, requisite investigation will be carried out as per laid down procedure.
g) Acknowledgement will be issued in respect of complaints taken up for investigation. |
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7. Auditing of Complaint handling process:
CVO will once in a year audit complaint-handling process.
8. Review of complaint handling process:
The status of pending complaints / action taken on complaints will be reviewed by the CVO every month.
9. Complaint tracking
All registered complaints will be monitored by the CVO through the monthly report, from the date of initial receipt through the entire process, till the complaint is closed or a final decision is taken. |
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