[Link].

E-14012/5/2024/SOP(GR) 2024

STANDARD OPERATING PROCEDURE (SOP)

FOR
GRIEVANCE REDRESSAL
AT
Land Ports

Land Ports Authority of India, New Delhi

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TABLE OF CONTENTS
Subject Page
1. Need of SOP ...............................................................................................................3
1.1 Grievance .............................................................................................................3
1.2 Grievance Redressal .............................................................................................3
2. Role of LPAI………………………………………………………………………….....3-4
3. Grievance Redressal Framework ..............................................................................4-6
3.1 Types of Potential Grievances of ……...................................................................4-5
3.2 Grievance Resolution Officer…………………….…………………………….……5-6
3.3 Nodal Appellate Authority…………………….…………………………………….6
4. Grievance Lodging Process.........................................................................................6-7
4.1 Authorized Agencies of GoI…………………………………………………….…..6
4.2 Online Grievance Portal ........................................................................................6
4.3 Offline Grievance Submissions ............................................................................6-7
5. Procedure for Handling Grievances ..........................................................................7- 8
6. Timeline for Resolution...............................................................................................8
7. Escalation ....................................................................................................................8
8. Contacts………………………………………………………………………………….8-9
8.1 At LPAI HQ………………………………………………………………………….8
8.2 At ICP Level………………………………………………………………………….9
9. Conclusion ....................................................................................................................9-10

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1. Need of SOP
Land Ports Authority of India (LPAI) recognizes the importance of maintaining a
safe, secure, and harmonious environment for all its s t a f f , users, including
passengers, cargo vehicle drivers, and the public. LPAI has implemented a
comprehensive grievance redressal mechanism that addresses various concerns and
complaints that may arise during its operations.

LPAI's grievance redressal mechanism aims to handle a wide range of issues that
may affect passengers, traders, and other users involved in cross-border movement at
India's Land Ports. By providing a structured channel for addressing complaints and
concerns, LPAI aims at enhancing the overall experience and satisfaction of all individuals
interacting with its services and facilities.

1.1 Grievance
A grievance is any formal complaint or expression of dissatisfaction lodged by any
user/staff of Land Ports regarding the facilities, accessibility, security, health and
safety, service quality, poor management, cargo handling operations, or conduct within
the land ports.

This SOP doesn’t cover issues with respect to travel document, Immigration,
Customs, BGF or any other stakeholders service provided at land port. Issues related to
RTI applications, court related matters / subjudice matters, suggestions and disciplinary
proceedings of Government employees are also not covered under this SOP.

1.2 Grievance Redressal

Grievance redressal refers to the systematic process of receiving, processing,
and resolving complaints or grievances reported by stakeholders/public/staff. It
encompasses actions taken to address and rectify issues raised to ensure the effective
delivery of services.

2. Role of LPAI
Land Ports Authority of India (LPAI) and other agencies play crucial roles in
managing passenger movement & cargo terminal operations at Integrated Check Posts
(ICPs) along India's international land borders. Here's an overview of their roles and
responsibilities:

Role of LPAI:
 LPAI is responsible for developing, managing, and maintaining land ports to
facilitate cross-border movement of passengers and goods.
 provides state-of-the-art infrastructure at ICPs, including cargo terminal
buildings, passenger terminal buildings, and mechanized equipment for cargo
handling.
 LPAI coordinates the functions of various government agencies working at ICPs to
ensure smooth operations.
 LPAI regulates the entry and exit of passengers and goods at ICPs.
 LPAI manages service facilities such as warehouses, parking areas, and other
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amenities at ICPs.
 The LPAI Act of 2010 provides the legal framework for LPAI's operations, while other
agencies function under their respective laws and regulations. LPAI's role as a
coordinating body ensures that all agencies work together efficiently to facilitate cross-
border trade and movement while maintaining necessary security protocols.
Further, the role of LPAI is not only related to promoting trade and passenger
movement across the border, but also to develop the socio economic, cultural and
educational aspects of the region by involving the local people and local administration.
LPAI also facilitates conducting of the cross border meetings with officials of the
neighboring countries and their respective traders and business delegates.

3. Grievance Redressal Framework

3.1 Types of Potential Grievances.
In the process of discharging its function as mandated in the LPAI Act 2010, various
types of grievances arise as under:

ISSUE GRIEVANCES
 Improper queuing or breaking of queuing
Service  Lack of staff to assist
 Harassment or unprofessional conduct by
LPAI personnel
 Hygiene and cleanliness of facility
 Loss of cargo or theft during handling or
loading or storage
 Porter/ pickup/ drop service at land port
 Lack of essential services such as
drinking water, food counters, or medical
 Assistance

Facility  Non-functioning equipment at the facility such as weighbridge,

scanning machine, AC, conveyor, lifts, charging port, etc.
 Inadequate facilities for differently abled
 passengers
 Poor or confusing signage
 Insufficient seating/ parking space
 Lack of amenities such as toilet, sanitary napkin.
 changing station, Wi-Fi, or any other facility
 Lack of adequate rest areas, toilets, parking or any other essential
facility
 Drinking Water, Electricity and Connectivity

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Policy/ non-  Improper billing by the ICP

operational/  Gender related grievances
Mics.  Safety non- compliance
 Any other policy related
 Grievances of regular employees.
Staff grievance  Grievance of contractual employees.
 Violation in tender procedure, favouritism, etc.
Vendor

By identifying and addressing these potential grievances at various touchpoints,

LPAI aims to enhance the overall experience for passengers and cargo vehicle
drivers. Implementing a robust grievance redressal mechanism ensures that
complaints are handled efficiently, effectively and transparently, contributing to the
smooth and seamless operation of India's Land Ports.

3.2 Grievance Resolution Officer: -

 Director (Operations), LPAI [email i.d. grievances-lpai@[Link]]is designated as Grievance
Resolution Officer (GRO). In his absence, Deputy Secretary (Administration) will act as GRO
 First working day of every month will be observed as NO MEETING day in LPAI HQ
when GRO should be available in his room from 10 hrs to 13 hrs to receive and hear
public grievances. Field level officers/Manager, ICP shall also observe first working day
of every month as a NO MEETING day to hear public grievances.
 Deal with every grievance in a fair, objective and just manner.
 Grievance received at field /ICPs to be redressed by Manager concerned and a report
along with a copy of the complaint shall be forwarded by the Manager to the Grievance
Redressal Officer in LPAI HQ.
 If the content of the complaint is beyond his purview, he will forward the complaint to the
GRO for appropriate action.
 Keeping in view seriousness of certain complaint, the GRO will suo motu take up the
matter for examination and disposal.
 Analyse public grievances received to help identification of the grievance prone areas in
which modification of policies and procedures could be undertaken with a view to making
the delivery of services easier and more expeditious.
 Issue booklets/pamphlets about the schemes/services available to the public indicating
the procedure and manner in which these can be availed and the right authority to be
contacted for service as also the grievance redressal authority.
 Pick up grievances appearing in newspaper columns which relate to LPAI and take
remedial action on them in a time bound manner.
 Strengthen the machinery for Redress of Public Grievances through strictly observing
NO MEETING day on the first working day of every month, displaying name, designation,
room number, telephone number etc. of GRO/ICP Manager at the reception and other

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convenient places, placing a locked complaint box at reception, and giving more publicity
about the grievance redressal machinery, etc.
 The GRO will also deal with Staff Grievance and take appropriate action to redress the
grievance with the approval of Competent Authority.
 GRO will act as nodal officer to include the Public Grievances work and receipt/disposal
statistics relating to redress of public grievances in the Annual Action Plan and Annual
Administrative Report of LPAI.
 Petitions/complaints on public grievances and staff grievances shall be disposed of and
appropriate reply sent to the complainant within one month of receipt of the Complaint
and all concerned shall strictly adhere to such time limits.
 Issue a reasoned and a speaking reply for every grievance rejected after a decision is
taken by the competent authority.

3.3 Nodal Appellate Authority

Secretary, LPAI [grievances-lpai@[Link]] is designated as Nodal Appellate Authority.

If any petitioner/complainant is not satisfied with the reply of GRO, he may file an appeal with
Nodal Appellate authority.

4. Grievance Lodging Process

The grievance lodging process at the Land Ports Authority of India (LPAI) is designed so as
to make it accessible, transparent and efficient mechanism ensuring easy lodging and tracking
of complaints. This section outlines the steps and channels available for lodging of grievances.

4.1 Authorized Agencies of GoI

Though the grievances of the public are received at various points in the Government of
India, there are designated nodal agencies in the government apart from the Department of
Administrative Reforms and Public Grievances, for handling of public grievances. The
aggrieved person can lodge complaint with these organizations also.

4.2 Online Grievance Portal

Access: LPAI utilizes the CPGRAMS platform for online receipt and disposal of
public grievances. This system allows for the submission of grievances from anywhere,
at any time, and facilitates tracking through a unique registration number. Grievances
can be submitted through the online portal which can be accessed through the given
link: [Link].

4.3 Offline Grievance Submissions

Individuals who prefer to submit their grievances through alternative channels
have several options at their disposal. These diverse submission methods are
designed to accommodate various preferences and ensure accessibility for all users.
The available alternatives include:

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(i) Physical Submission: Land Port users can also submit grievances in
person at designated grievance redressal desks located within ICPs and LPAI
offices.

(ii) Via Email: Grievances can be filled via email as well a s on the given email
address: grievances-lpai@[Link]

(iii) Drop Boxes: Secure drop boxes are available for stakeholders both in LPAI Head
Quarter and ICPs for submission of grievance petitions.

Note: The grievance petitions should contain the following information irrespective of
mode of submission: -

Name of the Complainant : ………………….

Son /daughter/wife of : …………………….
e-mail i.d.: …………………………..Telephone/Mobile No:……………………………
Complete Address for communication: - House No………..Village/Town………….
District:………………City:………………….State…………….PIN No:……………….

5. Procedure for Handling Grievances

Stage 1: Once the grievance/complaint is submitted through any of these methods,
it is first received by the ICP Manager or GRO as the case may be.
(i) The receiving Authority is required to establish the bonafides of the
complainant by sending a letter through registered post or speed post in
the address of the complainant. If no response is received within fifteen
days, a reminder shall be sent in the given address. If still no response is
received even after lapse of fifteen days from the date of issue of
reminder, the complaint shall be treated as pseudonymous and forwarded
to GRO for closure. Since as per existing Government of India Guidelines
no action is to be taken on pseudonymous or anonymous complaint, the
Complainant should indicate their correct address, telephone number or e-
mail i.d. so that appropriate action can be taken by the Competent
Authority in LPAI and a reply can be sent to the complainant resolving the
issue.
(ii) If the Complaint is actionable i.e. not pseudonymous or anonymous, The
ICP Manager then forwards a copy of the grievance to the GRO, LPAI. This
ensures that the grievance is directed to the appropriate authority for
resolution.
(iii) During the investigation process, it is essential to pose specific pre-defined
queries to ensure a comprehensive and systematic review of the grievance.
These queries help in gathering all relevant information and facilitate a fair
resolution. Pre-defined queries such as the nature, when and where,
individuals involved in the incident are looked up to.
(iv) If the subject matter of the grievances comes within the purview of the
Manager, ICP, the Manager shall send a copy of the grievance along with
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redressal report/order to the GRO at the LPAI headquarters.

(v) If the nature of grievance does not come within the scope of the
power/function of Manager, ICP, he shall forward the complaint to the GRO.
(vi) If any complaint is found to have any vigilance angle, the complaint should
directly be forwarded to the CVO, LPAI by the Complainant or the Manager or
GRO as the case may be. Any complaint containing allegation on corrupt
practices by officers or employees of LPAI/ICPs like bribery, misappropriation,
favouritism, nepotism, misuse of official machinery, violation of tender
procedure and/or anybody facilitating such corrupt activities, etc. is said to
have vigilance angle.
(vii) If any complaint regarding sexual harassment against regular or contractual
employee is received, it should be forwarded to the Chairperson, Internal
Complaint Committee on Sexual Harassment in LPAI.
(viii) So far as Vigilance and Sexual Harasment cases/complaints are
concerned, these will be dealt with by the competent authority as per
rules on the subject.

Stage 2: I f t h e P e t i o n e r i s n o t s a t i s f i e d wi t h t h e r e p l y o f t h e I C P
M a n a g e r he can further escalate the grievance by submitting it in
writing to the GRO and if anybody is not satisfied with the reply of GRO he
may send an appeal to the Secretary, Land Ports Authority of India.

6. Timeline for Resolution

The goal is to resolve the grievance within 30 days. If additional time is required
due to the complexity of the issue, the complainant is informed, and the resolution
period may be extended up to 90 days.

7. Escalation
The escalation process is designed to ensure that grievances are addressed
promptly and effectively. The typical response time for complaints is 7 days.
Escalation level Authority Method of complaint Time Frame
1st level ICP Manager Hard copy / Online 7 days
2nd level GRO Hard Copy/ Online 15 days
3rd level Secretary Hard Copy/Online 30 days
8. Contacts: -
The Complaint/Petition should be addressed to the following officers: -

8.1 At LPAI HQ level: -

 Grievance Redressal Officer/Director (Operations):
Address: Land Ports Authority of India, 1st Floor, Lok Nayak Bhawan, Khan
Market, New Delhi-110003 Email: grievances-lpai@[Link]
Telephone Number : 011-24340765

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8.2 At ICP level: -

Manager, Land Contact No. Email i.d.

S. No.
Port
1. Agartala 0381-2328842 [Link]-lpai@[Link]
0381-2970007
2. Attari 0183-2990691 [Link]-lpai@[Link]
3. Dera Baba Nanak 01871-292374 [Link]@[Link]
4. Jogbani 06455-242000 [Link]-lpai@[Link]
5. Moreh 03872-264621 icpmoreh@[Link]
6. Petrapole 8130305848 [Link]-lpai@[Link]
9456792211
7. Raxaul 06255-226111 [Link]-lpai@[Link]

8. Srimantapur 0381-2917355 [Link]@[Link]

9. Sutarkandi 8369346847 [Link]@[Link] /
9833279008 [Link]@[Link] /
6900520911 icp-skd@[Link]
10. Dawki 8448125457 [Link]@[Link]
11. Rupaidiaha 9839279037 icp-rup@[Link]
12. Sabroom 9002157248 icp-sabroom@[Link]

This table provides a clear and organized view of the contact information for Land
Port Managers. It allows easy reference when needing to contact a specific Land Port
Manager for grievance registration or other inquiries.

Navigations and signages are available at every ICP to guide users to the "May I
Help You" desk for any queries.

9. Conclusion
The establishment of a comprehensive grievance redressal mechanism at the Land
Ports Authority of India (LPAI) is a testament to the organization's commitment to
fostering a transparent, efficient, and harmonious environment for all
stakeholders. By implementing a structured Standard Operating Procedure (SOP) for
grievance redressal, LPAI ensures that complaints and concerns are addressed
promptly and fairly, thereby enhancing stakeholder satisfaction and trust.

By adhering to these principles and procedures, LPAI not only resolves

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individual grievances but also strengthens its overall operational framework,

contributing to the efficient and seamless functioning of India's land ports. The
commitment to a robust grievance redressal mechanism underscores LPAI's dedication
to upholding the highest standards of governance, service delivery, and stakeholder
engagement.
*****

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