Subject: Disposal of representation/petition

            In a recent matter involving a representation for condonation of shortfall of stay in India, the Hon’ble MOSF(R) has expressed his anguish over the indifferent and unresponsive approach and lack of sensitivity of our officers even to the genuine representations/complaints by general public. The field officers did not even bother to forward representation to the Government and recommend condonation at their own initiative till the matter was brought to Minister’s notice by a VIP. The Hon’ble Minister has observed that the rule and regulations should be used to the benefit of our citizens rather than applying them mechanically creating more work for every body.

2.     These observations may kindly be circulated to all the offices under your charge and steps taken to ensure that all genuine representations/grievances from trade, Industry and general public concerning customs and Excise are attended to promptly with considerable and sympathetic approach in tune with the commitments made in our Citizen Charter. Representations of similar nature that may be pending at various levels may be got examined on their merits on priority basis and appropriate action be taken immediately under intimation to Board.