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 Himachal Pradesh Horticulture Development Society

"...to support small farmer and agro-entrepreneurs in Himachal Pradesh to increase the productivity, quality and market access of Horticulture commodities" 


Grievance Redressal Mechanism

Nature of Grievance's in the Context of the Project:

During the process of project implementation grievances from community may arise on the following issues.

  1. Procurement/imports of plants, materials etc.
  2. Quality of plant material from the Special Purpose Vehicles (Nurseries).
  3. Quality of civil works in the Clusters.
  4. Measurement of works completed in the clusters.
  5. Payment of bills.
  6. Accounts and Financial matters.
  7. Representation of women and other groups.
  8. Issues related to capacity building, planting technologies.
  9. Accessibility of Implementation authorities.

 

Authorities Responsible for Resolution of Grievance:

  1.        Grievance Redressal Officers and Appellate Authority have been designated at the PCU, SPV and PIU level.
  2.        Any grievance related to the project can be submitted to the Grievance Redressal Officer.
  3.         In case the complainant is not satisfied with the response from the Redressal officer, he can appeal before the Appellate Authority

 

Stage

Unit

Grievance Redressal Officer

Time Period

Appellate Authority

Time Period

Horticulture

 STAGE 1

BIU

Concerned Horticulture Development Officer

30 Days

Concerned Subject Matter Specialist

30 Days

 STAGE 2

DIU

Concerned Subject Matter Specialist

30 Days

Deputy Director of Horticulture

30 Days

 STAGE 3

PIU

Nodal Officer

30 Days

Project Director, HPHDP

30 Days

 STAGE 4

PCU

Team Leader, HPHDS/Joint Director/ Deputy Director(Hort.)

30 Days

Project Director, HPHDP

30 Days

SPV - HPNDODMS

STAGE 1

PCDO

Incharge, PCDO

30 Days

Managing Director,  HPNDODMS

30 Days

STAGE 2

PCU

Team Leader, HPHDS

30 Days

Project Director, HPHDP

30 Days

HPMC

 STAGE 1

PIU

General Manager, HPMC

30 Days

Managing Director, HPMC

30 Days

STAGE 2

PCU

Team Leader, HPHDS

30 Days

Project Director, HPHDP

30 Days

HPSAMB

STAGE 1

Regional APMC's

Concerned Secretary of respective APMC

30 Days

Managing Director, HPSAMB

30 Days

STAGE 2

PCU

Team Leader, HPHDS

30 Days

Project Director, HPHDP

30 Days

UHF-Nauni

STAGE 1

PIU

Nodal Officer, PIU-UHF

30 Days

Vice Chancellor, UHF Nauni

30 Days

STAGE 2

PCU

Team Leader, HPHDS

30 Days

Project Director, HPHDP

30 Days

 

Stages for Grievance Redressal Mechanism:

 

Modes for Presenting Grievances:

A. Complaint Boxes : 

  1. Complaint boxes will be provided at PCU, Block, District level or regional level offices of the Horticulture, Agriculture, HPMC regional offices, APMCs and PCDOs.
  2. The Complaint Boxes will be opened by the Grievance Redressal Officer on every Wednesday (if holiday then next working day).

B. Complaint/s received over Telephones : 

  1. The complaints can be made to the respective Grievance Redressal Officer on telephone. 

C. Email

  • The complaints can also be submitted electronically on the email address of the grievance redressal officer

 

Process for Resolution of Grievances:

  1. Every designated Grievance Redressal Officer and Appellate Authority will maintain a separate Complaint register.
  2. All complaints received in black & white, telephone, email will be entered in the Complaint Register. 
  3. The Grievance Redressal Officer will provide reply to complainant within 30 days.
  4. In case the complainant is not satisfied with the reply provided by the Grievance Redressal Officer, an appeal can be made to the Appellate Authority.
  5. The Appellate Authority will dispose of the appeal within 30 days.    
  6. In case the complainant is not satisfied with the decision of the Appellate authority, she/he can approach the next stage grievance redressal.
  7. Grievance redressal officers may receive complaints which do not pertain to their office. The GRO will then forward the complaint to the concerned higher authority immediately but not later than 7 days. 

The next higher authority after receipt of the complaint from the lower office (in context of above) shall deal the same as per the time schedule prescribed above. 

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