CENTRAL GOVERNMENT EMPLOYEES

WELFARE HOUSING ORGANISATION

CITIZEN’s CHARTER

Preamble:

1.1 This Charter is a commitment of Central Government Employees Welfare Housing Organisation(CGEWHO) with the responsibility to undertake social welfare housing schemes on No-profit-No-loss basis for Central Government employees serving and/or retired including spouses of deceased employees by promoting the construction of houses at various selected stations, all over the country, through self-financing housing schemes.

1.2 CGEWHO is also committed to do all such things as are incidental or conducive to the attainment of the above mentioned objectives. Besides, CGEWHO aims at providing facilities in an efficient, transparent, accountable and cost effective manner, at all levels.

1.3 Planning, construction and award of contracts in a transparent manner and in the best interest of the Government, Public and beneficiaries by ensuring all around integrity as well as best possible structural and design safety standards under efficient supervision.

2. Efficient provisioning so as to have prompt operation & maintenance of various services such as water supply, electrification, lifts, drainage and horticulture etc. in the housing complexes.

2.1 Providing good quality and well constructed houses at most reasonable costs.

2.2 Time bound, efficient, prompt, courteous and across the counter services with a dedication integrity and respect.

3. CGEWHO further commits itself to the following:-

3.1 Issue of receipt of payments and timely replies to all the correspondence within a period of 7 working days. Also, in case of any delay an intimation regarding the reasons for such delay and when the reply can be expected.

3.2 By printing a separate section e.g. `Part A’ of each Scheme brochure for every housing scheme announced by the organisation and providing all specific details about that particular housing scheme, including local requirements and specific details including location maps, configuration, areas etc.

3.3 By keeping the beneficiaries and public informed on various decisions of their interests e.g. eligibility standards and other changes etc through newspapers and news-letters.

4. CGEWHO IFC:-

By display of names of Officers with their designation, Telephone no., location in their respective Directorate and wearing of name badges by officials who have dealings with the public.

By making available printed information on time bound display of various transactions at Reception (IFC).

4.1 By providing the reception desk (May I help you Desk) with computer facility having programmed information consisting of details about all the housing schemes.

4.2 By making available general formats and requisition slips for depositing and withdrawal transactions, change of address etc at IFC.

5. GRIEVANCES REDRESSAL:

Through a right approach to concerned Officers at various levels if grievances are not settled at lower levels.

5.1 To take the issue to the highest level, if not settled at the normal channel, for redressal.

5.2 Name of the Nodal Officer to be contacted for submitted applications, allotment of houses and for redressal of grievances:

Shri M K Maity, Dy. Director(Admn),

CGEWHO, A Wing, 6th Floor,

Janpath Bhawan, Janpath,

New Delhi - 110 001,

Contact Telephone Nos.:23739722 and 23355408.

6. BENEFICIARIES’ OBLIGATIONS:

6.1 To ensure timely deposit of all dues/installments.

6.2 To strictly adhere to the terms and conditions of allotment and also the procedures prescribed for processing of loan applications, withdrawals, tripartite agreement etc and pending the required enclosures for speedy disposal of beneficiaries’ cases.

6.3 To mention registration number in all the communications sent to CGEWHO.

6.4 Not to send any loose instrument i.e. cheque, draft etc. Such instrument be sent with a covering letter bearing registration number etc.

6.5 Not to make such queries regarding contractual or budgetary matters of confidential nature to the organisation.

6.6 Information, in brief, regarding time bound disposal of various transactions with CGEWHO.

7. ALLOTMENT LETTERS:

7.1 If computerized draw of lots is conducted-within 3 months of formal closure of the scheme.

7.2 If allotment is made on first cum-first served basis-within 15 days on receipt of application.

8. Possession Letters-within 07 days of receipt of final payment and requisite documents.

9. Refunds to unsuccessful allottees within 90 days of the closing of the subscription list.

10. Other documents e.g. No Objection Certificate, Co-ownership Certificate etc-within 7 days.

11. Despatch of receipt made against payments received by post-within 7 days.

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