Steel Authority of India Limited - Citizen's Charter

CITIZEN’S CHARTER (Excellence in Public Service Delivery) Version 1.2

STEEL AUTHORITY OF INDIA LTD. Ispat Bhawan, Lodi Road, New Delhi – 110003. Website : http://www.sail.co.in/

Citizen’s Charter: Steel Authority of India Limited

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INDEX
S.No. PART-I : GENERAL 1.1 1.2 PART-II : COMMITMENT 2.1 2.2 2.3 3.1 3.2 3.3 3.4 3.5 Objectives of Citizen’s Charter Management’s Commitment Expectations from the Citizens Service Delivery Process Policies of the Company Feedback Mechanism Monitoring & Improvement of Citizen’s Charter Review of Citizen’s Charter and Service Delivery Annexure –I Annexure –II Annexure-III Annexure-IV Annexure-V Annexure-VI Annexure-VII Annexure-VIII 5 5 6 7 8 8 9 9 10 14 15 17 19 20 21 24 Scope of Citizen’s Charter General Information about SAIL 3 3 Content Page No.

PART-III : CITIZEN SERVICE DELIVERY

Citizen’s Charter: Steel Authority of India Limited

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PREAMBLE
Citizens are understood as any stakeholder with significant impact and influence on the company ranging from customers, vendors, investors, alliance partners, Government to society at large. SAIL’s Citizen’s Charter contains three broad areas. First part outlines Scope of the Charter and General Information about the company. Second part contains the information on management commitment to the Citizens, details of company business and Citizens’ obligations, thereby making Citizens better informed and empowering them to demand better products and services. In the last part, it describes Citizens’ Service Delivery, by managing the key ingredients for good product and service delivery, and building its own capacity to continuously improve delivery through feedback mechanism.

PART I: GENERAL
1.1 Scope of Citizen’s Charter The charter demonstrates our ability to consistently provide quality products and efficient and responsive services that meet requirements of our Citizens with applicable legal, statutory and regulatory requirements. It aims to enhance Citizens’