Centralized Public Grievance Redress And Monitoring System CPGRAMS

Centralized Public Grievance Redress And Monitoring System (CPGRAMS) An initiative of Department of Administrative Reforms & Public Grievances, Government of India In Technical Collaboration with National Informatics Centre Department of Electronics & Information Technology Government of India

Success story • • • Name : Ruma Handa Date: 2011 -02 -28 Grievance : I have not received my income tax refund for ass. year 2009 -10 till date depite repeated emails at refunds@incometaxindia. gov. in and at itro@sbi. co. in. Tollfree numbers given on these sites does not work. The local Assessing Officer has Updated my address in ITD database in October 2010. Kindly expaedite my refund please. PAN AAKPH 4325 B Reply : The refund of the assessee of Mrs. Ruma Handa W/o Shri Subhash, has been processed and forwarded to SBI for dispatch (31. 03. 2011) Reply date : 2011 -04 -30 Offices involved : Central Board of Direct Taxes (Income Tax) (D/o Revenue), CHIEF COMMISSIONER OF INCOME TAX, SHIMLA Name : Babu S Date: 2011 -12 -14 Grievance : COMPLAINT AGAINST IRCTC Today morning(14/12/2011) I booked E-ticket for five persons on the website of IRCTC for journey from Palakkad Town to Trivandrum Central on 20/12/2011(Train No 16344). An amount of Rs. 900/- has been debited from my SBI Debit card But I do not get any ticket on the site. No message containing PNR has been received on my mobile phone. (ticket reservation: 919446521673). There is no ticket under the link 'Booked History' on the website. In short, I did not get any ticket for Rs. 900/- debited from my SBI Account Number 10733197589. kindly take steps to credit my SB account with Rs 900/-. Though I contacted IRCTC customet care no(01139340000), I did not get any encouraging reply. Reply : Refund amount Rs. 890/- against Transaction Id 0429456528 has been adviced to Bank on 14. 12. 11, it will be credited to the customer’s card a/c within 4 working days. The case is settled. Reply date : 2011 -12 -19 Offices involved : M/o Railways, IRCTC

Acknowledgement

View Status

E-mail and SMS acknowledgement TD-PGPORTAL Your Grievance has been registered vide Registration number DOTEL/E/2012/02222. Please logon to: http: //pgportal. gov. in for any further details.

Public Grievance Officer Login / action

Salient features of CPGRAMS • Complainant can upload a relevant document while lodging a grievance • Provision to forward to multiple sub-ordinate organizations is made available • Public Grievance Officer can scan and upload the Action Taken Report(ATR) while filing the reply. • Operations made easy for the Public Grievance Officers through seamless navigation • The complainant is facilitated to provide the feedback on the redress of his/her grievance.

The numbers Receipts 250000 Disposals 180000 201197 200000 172489 150000 139197 107935 100000 168311 160000 147028 140000 120000 117612 100000 80000 60000 53075 52057 40000 20000 18736 0 6/30/1905 7/1/1905 7/2/1905 7/3/1905 7/4/1905 12: 00: 00 AM 12: 00 AM 0 2008 2009 2010 2011 2012

CPGRAMS for states

http: //www. pgportal. gov. in

Centralized Public Grievance Redress And Monitoring System (CPGRAMS) An initiative of Department of Administrative Reforms & Public Grievances, Government of India In Technical Collaboration with National Informatics Centre Department of Electronics & Information Technology Government of India

Success story • • • Name : Ruma Handa Date: 2011 -02 -28 Grievance : I have not received my income tax refund for ass. year 2009 -10 till date depite repeated emails at refunds@incometaxindia. gov. in and at itro@sbi. co. in. Tollfree numbers given on these sites does not work. The local Assessing Officer has Updated my address in ITD database in October 2010. Kindly expaedite my refund please. PAN AAKPH 4325 B Reply : The refund of the assessee of Mrs. Ruma Handa W/o Shri Subhash, has been processed and forwarded to SBI for dispatch (31. 03. 2011) Reply date : 2011 -04 -30 Offices involved : Central Board of Direct Taxes (Income Tax) (D/o Revenue), CHIEF COMMISSIONER OF INCOME TAX, SHIMLA Name : Babu S Date: 2011 -12 -14 Grievance : COMPLAINT AGAINST IRCTC Today morning(14/12/2011) I booked E-ticket for five persons on the website of IRCTC for journey from Palakkad Town to Trivandrum Central on 20/12/2011(Train No 16344). An amount of Rs. 900/- has been debited from my SBI Debit card But I do not get any ticket on the site. No message containing PNR has been received on my mobile phone. (ticket reservation: 919446521673). There is no ticket under the link 'Booked History' on the website. In short, I did not get any ticket for Rs. 900/- debited from my SBI Account Number 10733197589. kindly take steps to credit my SB account with Rs 900/-. Though I contacted IRCTC customet care no(01139340000), I did not get any encouraging reply. Reply : Refund amount Rs. 890/- against Transaction Id 0429456528 has been adviced to Bank on 14. 12. 11, it will be credited to the customer’s card a/c within 4 working days. The case is settled. Reply date : 2011 -12 -19 Offices involved : M/o Railways, IRCTC

Acknowledgement

View Status

E-mail and SMS acknowledgement TD-PGPORTAL Your Grievance has been registered vide Registration number DOTEL/E/2012/02222. Please logon to: http: //pgportal. gov. in for any further details.

Public Grievance Officer Login / action

Salient features of CPGRAMS • Complainant can upload a relevant document while lodging a grievance • Provision to forward to multiple sub-ordinate organizations is made available • Public Grievance Officer can scan and upload the Action Taken Report(ATR) while filing the reply. • Operations made easy for the Public Grievance Officers through seamless navigation • The complainant is facilitated to provide the feedback on the redress of his/her grievance.

The numbers Receipts Disposals 250000 180000 168311 201197 200000 172489 160000 147028 140000 120000 150000 117612 139197 100000 107935 100000 80000 60000 52057 40000 20000 0 6/30/1905 7/1/1905 7/2/1905 7/3/1905 7/4/1905 12: 00: 00 AM 12: 00 AM 53075 18736 0 2008 2009 2010 2011 2012

CPGRAMS for states

http: //www. pgportal. gov. in