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Grievance Redressal Mechanism Working Procedures

Investor Facilitation Agency

Ease of Doing Business

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Definition of Grievance

“Grievance” is

A grievance is a formal complaint that is raised by an investor/ applicant. Grievance

procedures means dispute resolution that may be used by a Government to address

complaints by investors/ applicants.

Objective of Grievance Redressal Mechanism (GRM)

GRM will ensure that Investor’s grievance is resolved maintaining transparency and fairness

in entire workflow. The objectives of GRM is as follows:

To expedite the resolution process by connecting the investor’s grievance to the concerned

department in very first place

Increase transparency and confidentiality of the information given by investors while

dealing with grievances within online grievance redressal mechanism

To reduce turn-around time of investor’s grievance by integrating auto-escalation matrix

defined in this process document

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Detailed process flow

Grievance process flow will help the investors for better visibility of logged grievance in the

grievance online system.

Login www.ifpgujarat.gov.in

Raise Grievance

Applicant to fill grievance form

Name of the Department

Grievance Form: • Basic Details of the

applicant • Name of the Department • Description

Department ‘Not Known’

Automatically sent to resp. Dept. nodal officer for

redressal

Relationship Manager will scrutinize and forward the application to concerned Nodal Officer of Dept.

On submission of Grievance form – Ticket number will be generated Ticket number will also be sent

through SMS

Nodal Officer will update appropriate response on Grievance

portal

Nodal officer to take necessary

action

Grievance will get auto escalate to the Head of Dept.

To resolve within 7 days

YES NO

Relationship manager will send an SMS to applicant for feedback and closure of grievance

To resolve within 5 days

Once SMS received from an applicant

Relationship manager will close the grievance in the

system

Grievance sent to Nodal officer to undertake necessary action

YES Applicant gets appropriate response from the department

NO Applicant not satisfied with the response given by the department

Applicant response

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Step 1: Applicant shall visit Single window online portal -

www.ifp.gujarat.gov.in. Select ‘Raise Grievance’.

Step 2: Applicant shall fill necessary details – basic details, name of the

department and grievance description.

Step 3: Once the grievance is submitted, Ticket number gets generated (an SMS

is sent to applicant that the grievance is registered within online single window

portal)

Step 4: If an applicant selects “Name of the Department” within the grievance

online form, the grievance shall get automatically forwarded to respective nodal

officer of the department. Whereas if an applicant selects “Department Not

Known” within the grievance online form, then the grievance shall get

automatically forwarded to Relationship manager at Investor Facilitation Agency

(IFA). The Relationship manager will scrutinize the grievance and forward it to

respective department nodal officer. The nodal officer will get 7 days to resolve

the grievance. (Notification no. GHU: 102017-(39)-102017-456075-I, dated: 18

October 2017, Gujarat Single Window Clearances Rules, 2017)

Step 5: If the grievance is not resolved within 7 days timeline, the grievance shall

get auto escalate to Head of the Department. The Head of the Department shall

resolve the grievance within 5 days. (Notification no. GHU: 102017-(39)-102017-

456075-I, dated: 18 October 2017, Gujarat Single Window Clearances Rules, 2017)

Step 6: Once the grievance is resolved, the Relationship manager will sent an

SMS to an applicant for feedback. Once the feedback is received as ‘YES’. The

grievance shall get closed in the online system.

Step 7: If an applicant sends feedback as ‘No’, then the grievance shall be sent to

nodal officer for further clarification. Nodal officer will resolve the grievance in

prescribed time as mentioned in Notification no. GHU: 102017-(39)-102017-

456075-I, dated: 18 October 2017, Gujarat Single Window Clearances Rules, 2017)

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Screen shot of Grievance Redressal Mechanism

An Investor may log Grievance from www.ifpgujarat.gov.in

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The Grievance is reflected in login of respective department Grievance

Redressal Officer:

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The Department Grievance Officer writes his response to the grievance and may

attach any additional documents:

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Department Grievance Officer Sends Grievance to RM for Closure:

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The RM gets a Closure request:

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Applicant gets an SMS Alert:

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The applicant may Mark the Grievance as “Resolved” or “Reopen” the service

request.

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Tracking of Registered Grievance

Applicant can track registered grievance by inserting Ticket No. under “Track your

Grievance”

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Monitoring of Registered Grievance

1) The Relationship Manager (RML) at Investor Facilitation Agency (IFA) shall provide MIS reports of grievances to Chairman IFA. The Chairman shall call respective department to resolve pending grievances. 2) The monitoring committees appointed by the Government as mentioned in Gujarat Single Window Clearances Rules 2017, shall ensure that all grievances are resolved within prescribed time limit. Cases involving delays will be placed under before Single Window Facilitation Committee headed by Chief Secretary.

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