DEENDAYAL PORT TRUST

(2017-18) General Administration Department P.O. Box 50, Administrative Building, , Kutch, – 370201.

www.deendayalport.gov.in

Document No. : KPT/CCPG/2013

Revision 01

Issue Date 1st April, 2018 Next review April, 2019

Note:

Copyright © 2016 Deendayal Port Trust. All Rights Reserved. No part of this document may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic or otherwise, including photocopying, reprinting or recording, for any purpose, without the express written permission of DPT.

DISCLAIMER The information in this book is provided “as is”, with no warranties whatsoever, including any warranty of merchantability, fitness for any particular purpose or any warranty otherwise arising out of any proposal, specification or sample. This document is provided for informational purposes only. Information in this document is subject to change without notice. 1

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Content sheet

? No. Chapter Name Page No. 1 Cover Page 1 2 Content sheet 2 3 Profile of KPT & Vision And Mission 3-4 4 QHSE Policy 4-5 5 Objectives of citizens charter 6 6 Listing of available infrastructure facilities 6 Details of business transacted by KPT 1. Services provide by Traffic Department 7-9 2. Services provide by Finance Department 9-10 3. Services provide by Medical Department 11-12 7 4. Service Provided by Chief Mechanical Engineer 12-14 5. Service Provided by Civil Engineering Department 14-18 6. Service Provided by Marine Department 18-19 7. Service Provided by G.A. Department 20 8 List of Stakeholders and Clients 21-22 Details of Grievance redressal mechanism 22 1. Information on receipt 22 2. Communication to complainants 23 9 3. Department wise public Grievance officers 24 4. Time Norms for redressal 25 5. Level of responsibility for redressal 25-26 10 Periodic Review 26 11 Indicative Expectations from Service Recipients 26-27 12 Next Review 27

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DEENDAYAL PORT TRUST

A BRIEF PROFILE

The History of the Major Port of Kandla goes back to 1930, when H.E. Khengarji III, the Maharaja of Kutch built a RCC jetty at Old Kandla. Initially Ships with draught up to 8 metres could berth in the said jetty throughout the year. This Jetty became the nucleus of what in later years was to emerge as the Kandla Port.

After independence due to the loss of Port to , Kandla was cited for development as an alternative Major Port. Kandla Port was declared as a Major Port on April 8, 1955 and subsequently, in the year 1963, the Parliament enacted Major Port Trusts Act, 1963, and a Board was constituted under the provisions of the said Act on 29th February 1964. Since then, this Major Port of Kandla has come a long way in becoming the "Port of the New Millennium”.

The Kandla Port Trust has been renamed as Deendayal Port Trust vide Gazette Notification No.S.O3114(E) dated 24.9.2017.

In 1946-47, the cargo handled at the Port of Kandla was merely 58 thousand tones, whereas in year 2016-17, Port has Created History in Cargo Handling by handling 105.44 Million Metric Tons of Cargo. The performance was even more commendable as it came up despite continuing impact of Global economic recession and Industrial slowdown in the country's economy.

Deendayal Port was also pioneer to take up Indian Oil Corporation’s Project of Single Point Mooring in 1976 to handle Crude at its Satellite Port at Vadinar near Jamnagar. ESSAR happens to be second company which has also now availing this facility with an SPM and four product jetties.

Deendayal Port is also a partner in Kutch Railway Company to improve connectivity in the region. It has contributed 1/4th of the Project cost towards Vessel Traffic Management System (VTMS) in Gulf of Kutch.

The Port’s liberal Public Private Participation drive since long has resulted in the Port becoming beacon of benchmarking in the Port Sector. Some of the early moves were developing of Liquid Tankage Facility for storing of liquid cargoes, which has resulted in the development of largest Tank Farm Storage facility in India. With over 9.73 lakh Kilo Litres of tankage and 15.92 lakh Kilo Litres of tankage built and operated by Private tank farms, the Port is able to provide with competitive handling of liquid cargoes. The Port’s efforts to connect the tank farms directly through pipelines from all its jetties have resulted into active participation by the private entrepreneurs, which has further improved productivity as well as cargo volume.

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On the other side, land is also provided just outside the gates of the Port for construction of Godowns, which has enabled exporters and importers to use the Godowns as storage points for cargo before clearance. Deendayal Port’s endeavor for public private participation in port operations has also encouraged substantial private investments in modern equipments inside the Port, which has resulted into substantial investment in Handling Equipments. This is one of the major reasons of improvement in the productivity, clearance of cargo from wharf for import cargo and proper feeding of vessels for export cargo. Similarly, the varied private equipments have aided in handling a range of Commodities.

Deendayal Port has emerged as a nerve center of India’s economic activity and playing a vital role in the growth and development of the regional economy. The port has already positioned and has been recognized as India’s biggest POL Products Handling Port. Also, the largest Offshore Oil Terminals have been built in the Port waters of Deendayal Port. The Port has an impressive track record of contributing significantly to the country’s international maritime trade over seventy years.

Numerous welfare measures have been implemented. The e-governance in the Port Administration and Port Operations has been initiated with a lot of transactions now going online. The DPT has also taken several measures in last few years to increase Transparency by introducing e-tendering, e-auction, standardized tender documents etc.

Vision

“To be the one of the most economical Modern Ports rendering cost effective services to our customers”

Mission

“Deendayal Port will emerge as a vibrant, world class, multi-cargo port offering services at multiple locations and having a dominant share of regional cargo by virtue of its ability to effectively leverage its locations and land resources for facilitation of growth of economic activities and investments, with the objective of developing mutually beneficial and sustainable linkages with port-based industries and users, thereby, making Deendayal Port Trust the driver of economic growth in the region”. QHSE Policy

“We at Deendayal Port Trust are committed to Providing Maritime Services Timely of best Quality with cost effectiveness & matching the expectation of customers with professionalism with commitment to managing environmental matters as an integral part of our business. In particulars, it

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is our policy to assure the environmental integrity of our processes and facilities at all times and at all places. We will do so by adhering to the following principles”:

Compliance:-

Comply with applicable laws and regulations and will implement programs and procedures to ensure compliance. Compliance with environmental standards will be a key ingredient in the training, performance reviews and motivation of all employees.

Risk Reduction, Prevention and Resource Management:-

Seek opportunities, beyond compliance requirements, for reducing risk to the environment, establish and meet our own quality standards where employee management systems and procedures are specifically designed to prevent activities and/or conditions that may pose a threat to the environment. looking for ways to minimize risk and protect our employees and the communities in which we operate by employing clean technology, including safe technologies and operating procedures, as well as being prepared for emergencies.

Strive to minimize releases to the air, land or water through use of cleaner technologies and the safer Handling. Minimize the amount and toxicity of waste generated and will ensure the safe treatment and disposal of waste. Manage scarce recourses such as water. energy, land and forests in an environmentally sensitive manner.

Communication:-

Communicate our commitment to our employees, vendors and customers. Solicit their inputs in meeting our EMS goals.

Continuous Improvement

Continuously measure our progress. We will review our progress at least on an annual basis. Continuously seek opportunities to improve our adherence to these principles and will periodically report progress to our stakeholders. Comply the requirement of International Standards for continual improvement.

(Shri Sanjay Bhatia , IAS) Chairman

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Objectives of Citizens Charter:

Our convention is to define Quality Goals and targets on Project Basis and to review the actual performance with respect to these yearly goals and targets.

 To provide our Clientele, efficient and economical Port services. To render value for money and value added services to our Customers, to their utmost satisfaction  To create facilities of international standards, and facilitate quicker turnaround of vessels.  To maintain peaceful industrial relations by recognizing our workforce as an asset and develop them to adopt to the changing Port scenario.  To participate in social development by contributing to the society at large.  To be Environment friendly.

Facilities available at Port :

The following facilities are available at Deendayal Port Trust

 Navigational Facilities  Appropriate Infrastructure  Chemical & Liquid Handling Complex  Storage Facilities  Container Handling Facilities  Wharf Cranes  Off Shore Oil Terminal (OOT)-Vadinar

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Services standards are as follows based on working days

Traffic Department

* Average Time taken after based on submission of prescribed documents complete in all respects Officer Responsible Sr. Main Services Timelines* for delivery of Contact details of the officer No. services Traffic Manager / Sr. Dy. Traffic Shri Mukesh Balani Manager / Dy. [email protected] 1 Allotment of Berths 1 Day Traffic Manager Office of the Tel No. 270625 Traffic Manager Mobile No. 9825227047 P&C Building, New Kandla Dy. Traffic Shri Mukesh Balani Registration of Port Manager / Sr. Dy. Traffic Manager/ [email protected] 2 users 7 Days Office of the Tel No. 270625 Traffic Manager P&C Building, New Mobile No. 9825227047 Kandla Shri A. H. Patni 3 Wharfage Noting 1 Day [email protected] ATM (CDC) Online Tel No. 271016 Mobile No. 9426991319 Labour Inspector, Allotment of Dock Labor Shri Shankar Jivaji 4 1 Day Cargo Handling Tel No. 270281 Gangs Division, Mobile No. 9426451554 New Kandla

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Allotment of Storage ATM (W/H) for Shri Abir Bose, ATM(R/P) 5 Spaces (Rental /Transit) 1 Day Covered Space & Tel No. 270373 ATM(R/P) for Mobile No. 9727704662 rental plots

Dy. Traffic Shri Mukesh Balani Issue / Renewal of Manager / Sr. Dy. Traffic Manager/ Authorization [email protected] 6 7 Days Office of the Permission to sign Traffic Manager Tel No. 270625 various documents

P&C Building New Mobile No. 9825227047 Kandla Dy. Traffic Shri Mukesh Balani Manager / Sr. Dy. [email protected] Processing of Wharfage Traffic Manager / Tel No. 270625 7 Refunds 10 Days Office of the Mobile No. 9825227047 Traffic Manager P&C Building New Kandla Dy. Traffic Shri Mukesh Balani Manager / Sr. Dy. [email protected] Issue of Photography Traffic Manager / Tel No. 270625 8 permission 1 Days Office of the Dy. Mobile No. 9825227047 Traffic Manager P&C Building New Kandla Shri A. H. Patni Issue of Over Turn Tel. No.270271016 3 months 9 Receipts (OTRs) ATM (Shipping) [email protected] [email protected] Mobile No. 9426991319 Shri Mukesh Balani Processing the Traffic Manager, applications for Issue / Office of the [email protected] 10 Renewal of Stevedoring 02 months Traffic Manager Tel No. 270625 Licenses for approval of P&C Building New Mobile No. 9825227047 Chairman Kandla Traffic Manager Shri Mukesh Balani Release of Collateral Office of the [email protected] 7 Days 11 Securities & Bank Traffic Manager Tel No. 270625 P&C Building New Guarantees furnished by Mobile No. 9825227047 Kandla 8

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Contractors & Vendors)

Traffic Manager, Shri Mukesh Balani Reply to representations Chairman, [email protected] / applications / 12 30 Days Office of the Tel No. 270625 complaints received Traffic Manager Mobile No. 9825227047 P&C Building New Kandla Replies to letters received Traffic Manager, Shri Mukesh Balani from MPs/ MLAs / Minister Office of the Traffic [email protected] 13 / Leader of Opposition etc 7 Days Manager Tel No. 270625 (Common for all P&C Building New Mobile No. 9825227047 departments) Kandla

Services By Finance Department

Officer Sr. Timelines Responsible for Main Services Contact details of the officer No. * delivery of services 7 Days (after Ms. Ganga Moolchandani receipt of Issuance of Bills to users Assistant Accounts 1 all Tel No. 270272 / Customers officers (CDC) relevant Mobile No. 8980785745 documents in order)

10 Payments to users, working vendors, contractors & days after Shri Tushar Chakroborty consultants through receipt of 2 Accounts Officer Tel No. 220908 Cheque / RTGS / NEFT all (Works Audit) (Other than final bills of relevant Mobile No. 9727759654 contractors) documents in order

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Shri Tushar Chakroborty Reply to representations Assistant Accounts Tel No. 220908 3 / applications / 30 Days Officer Mobile No. 9727759654 complaints received (Works Audit)

7 days Release of Collateral working Shri Tushar Chakroborty Securities & Bank days after receipt of Assistant Accounts Tel No. 220908 4 Guarantees furnished by Officer Contractors & Vendors all Mobile No. 9727759654 relevant (Works Audit) documents in order.

10 Days

(after Ms. Ganga Moolchandani Refund of excess deposit of receipt of Senior Accounts 5 Marine Charges / Cargo officers (CDC) all Tel No. 270272

Related Charges relevant documents Mobile No. 8980785745 in order)

Smt. Nita Harani Clearing Of Transfer Of Assistant Accounts 6 4 Days Tel No.221308 Land Cases Officer (COST)

Mobile No.09825563291

Replies to letters received from MPs/ FA&CAO, Office of the Shri D. N. Sondhi MLAs / Minister / 7 7 Days FA&CAO Tel No. 222047 Leader of Opposition etc A.O Building, (Common for all Gandhidham Mobile No. 9825214726 departments)

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Services By Medical Department

Officer Sr. Timelines Responsible for Main Services Contact details of the officer No. * delivery of services Dr. (Mrs.) Kalindi Gandhi Forwarding the payment Tel No. (02836)-225767, bills of referrals hospital 234113 1 to concerned 15 Days Chief Medical departments of the Officer [email protected] employees [email protected]

Dr. (Mrs.) Kalindi Gandhi Forwarding the payment Tel No. (02836)-225767, bills of consultant/ 234113 2 20 Days Chief Medical visiting doctors to Officer finance department. [email protected] [email protected]

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Replies to letters Chief Medical Dr. (Mrs.) Kalindi Gandhi received from MPs/ Officer Tel No. (02836)-225767, MLAs / Minister / Kandla Port Trust 3 7 Days 234113 Leader of Opposition etc Hospital, (Common for all Gopalpuri, [email protected] Gandhidham departments) [email protected] Chief Medical Dr. (Mrs.) Kalindi Gandhi Reply to representations Officer Tel No. (02836)-225767, Kandla Port Trust 4 / applications / 30 Days 234113 Hospital, complaints received Gopalpuri, [email protected] Gandhidham [email protected]

 Services by Mechanical Engineering Department

* Average Time taken after based on submission of prescribed documents complete in all respects

Officer Sr. Responsible for Contact details of the Main Services Timelines* No. delivery of officer services Registration of 3 Months from Shri Manohar Dana 1 Dy. Materials receipt of application Tel No. (02836) 234114 Vendors Manager and document in Mobile No. 9825227255 Subject to vacancy of Shri B.J. Solanki 2 Hiring of Dry Dock Superintendent Tel No. (02836) 270285 slot Engineer (Mech) Mobile No. 9726188222 1 month subject to Release of LT Power Shri A.K. Sharma 3 compliance of all XEN (E) I/C Tel No. (02836) 270209 Supply required formalities Mobile No. 9913200232 and the point should

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be within 30 Mtrs. From the point of supply

15 Days after receipt Shri A.K. Sharma of application and 4 Disconnection of Tel No. (02836) 270209 payment of full and XEN (E) I/C Power supply Mobile No. 9913200232 final bill amount

whichever is later

Shri A.K. Sharma XEN (E) I/C Tel No. (02836) 270209 Mobile No. 9913200232 Shri B.J. Solanki Processing of RA bills Superintendent Tel No. (02836) 270285 of the Contractors and Engineer(Mech.) bills of vendors, Mobile No. 9726188222 suppliers and Shri A.Ramasamy 5 30 days consultants (Other Tel No. (02836) 271012

than final bills of Dy.CME Mobile No. 9825235196 contractors)

Dy. Materials Shri Manohar Dana Manager Tel No. (02836) 234114 Mobile No. 9825227255

Shri A.K. Sharma XEN (E) I/C Tel No. (02836) 270209 Mobile No. 9913200232 Shri B.J. Solanki Superintendent Tel No. (02836) 270285 Processing of Final Engineer(Mech.) 6 Mobile No. 9726188222 Bills of the 30 Days Shri A.Ramasamy Contractors Dy.CME Tel No. (02836) 271012 Mobile No. 9879505124 Dy. Materials Shri Manohar Dana Manager Tel No. (02836) 234114 Mobile No. 9825227255 Shri A.K. Sharma XEN (E) I/C Tel No. (02836) 270209 Release of Security 30 days Mobile No. 9913200232 7 Deposit submitted in Shri B.J. Solanki Superintendent form of DD/B.G. Tel No. (02836) 270285 Engineer(Mech.) Mobile No. 9726188222 Dy.CME Shri A.Ramasamy

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Tel No. (02836) 271012 Mobile No. 9879505124 Dy. Materials Manager Shri Manohar Dana Tel No. (02836) 234114 Mobile No. 9825227255

Shri A.K. Sharma XEN (E) I/C Tel No. (02836) 270209 Mobile No. 9913200232 Shri B.J. Solanki 30 Days subject to Superintendent Reply to Tel No. (02836) 270285 genuine Engineer(Mech.) 8 representations / Mobile No. 9726188222 representation/ applications / Shri A.Ramasamy complaint/ complaints received Dy.CME Tel No. (02836) 271012 application Mobile No. 9879505124 Dy. Materials Shri Manohar Dana Manager Tel No. (02836) 234114 Mobile No. 9825227255 Replies to letters received from MPs/ Chief Mechanical Shri Sarojkumar Das MLAs / Minister / Engineer 9 7 Days P&C Building, Leader of Opposition etc (Common for all New Kandla Mobile No.9825226944 departments) Tel No. (02836) 220636 (02836) 270632

 Services by Civil Engineering Department

Sr. Officer Responsible for Contact details of the Main Services Timelines* No. delivery of services officer

Shri Suresh Patil Tel No. (02836) 233192 Registration of Vendors & 1 60 Days Chief Engineer Mobile No. 9825227046 Contractors [email protected] kptdesign [email protected] Shri Prakash Shadadpuri Engineering Department Tel No. (02836) 220360 Replies to letters received (Circle Office) from MPs/ MLAs/ Minister/ [email protected] 2 VIP Reference/ Trade 07 Days Engineering Department Shri K.J. Todarmal Union/ Leader of (TPA to CE) kptdesign [email protected] Opposition, etc Engineering Department Shri Sunil Menon (PA to CE) Tel No. (02836) 220050 14

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Mobile No. 9825548323 Shri Rajendra Prasad Superintending Engineer Tel No. (02836) 220038 (Design) Mobile No. 9727754360 [email protected] Shri N.M. Parmar Superintending Engineer Tel No. (02836) 270266 (Project) Mobile No. 9825227046 [email protected] Executive Engineer Shri K.J. Todarmal executiveengineercivil1@gmail. (Construction) com Shri V. Raveendra Reddy Superintending Engineer Tel no. (02836) 270429 (Harbour & Kandla Estate) Mobile No. 9825227038 [email protected] Executive Engineer(Road) Shri Srinivas Rao Mobile No. 9427251059 (Road) [email protected] Shri Manoj Gohel Executive Engineer (TD) [email protected] Superintendent Engineer Shri N.M. Parmar (C-1) [email protected] Shri N.M. Parmar Sr. Engineer (PL) Tel No. (02836) 220013 Mobile No. 9825225962 [email protected] Shri Sureshkumar M. Sr. Dy. Secretary Tel.No. (02836) 221375 (Gandhidham Township) Mob. No. 9825227044 [email protected]

Shri Suresh Patil Tel No. (02836) 233192 Chief Engineer Mobile No. 9825227243 [email protected] Engineering Department Shri Prakash Shadadpuri (Circle Office) Tel No. (02836) 220360 Engineering Department Shri K.J. Todarmal (TPA to CE) [email protected] Replies to Shri Sunil Menan Engineering Department Representations/ Tel No. (02836) 220050 3 30 Days (PA to CE) Complaints, Applications Mobile No. 9825548323 received Shri Rajendra Prasad Superintending Engineer Tel No. (02836) 220038 (Design) Mobile No. 9727754360 [email protected] Superintending Engineer Shri N.M. Parmar

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(Project) Tel No. (02836) 270266 Mobile No. 9825227046 [email protected]

Shri K.J. Todarmal Executive Engineer executiveengineercivil1@gmail. (Construction) com

Shri V. Raveendra Reddy Superintending Engineer Tel no. (02836) 270429 (Harbour & Kandla Estate) Mobile No. 9825227038 [email protected] Shri Srinivas Rao Mobile No. 9427251059 Executive Engineer (Road) [email protected]

Shri Manoj Gohel Executive Engineer (TD) [email protected] Superintendent Engineer Shri N.M. Parmar (C-1) [email protected] Sr. Engineer (PL) Shri N.M. Parmar Tel No. (02836) 220013 Mobile No. 9825225962 Shri Sureshkumar M. Sr. Dy. Secretary Tel.No. (02836) 221375 (Gandhidham Township) Mob. No. 9825227044 [email protected] Shri Suresh Patil Tel No. (02836) 233192 Chief Engineer Mobile No. 9825227243 [email protected] Processing of bills of the Contractors and bills of Engineering Department Shri Prakash Shadadpuri 4 vendors, suppliers and 20 days ( Circle Office) Tel No. (02836) 220360 consultants (Other than final bills of contractors) Residential Shri Sureshkumar M. and Non- Sr. Dy. Secretary Tel.No. (02836) 221375 Residential (Gandhidham Township) Mob. No. 9825227044 Issue of Transfer 30 days [email protected] 5. Permission Shri V. Raveendra Reddy Superintending Engineer Tel no. (02836) 270429 90 days (Harbour & Kandla Estate) Mobile No. 9825227038 [email protected]

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Residential Shri Sureshkumar M. and Non- Sr. Dy. Secretary Tel.No. (02836) 221375 Residential (Gandhidham Township) Mob. No. 9825227044 15 days [email protected]

Issue of Mortgage Shri V. Raveendra Reddy 6. Permission 45 days Superintending Engineer Tel no. (02836) 270429 (Harbour & Kandla Estate) Mobile No. 9825227038 [email protected]

RESIDENTIAL 15 days NON-RESI. Shri Sureshkumar M. 15 days. In Sr. Dy. Secretary Tel.No. (02836) 221375 case of Legal (Gandhidham Township) Mob. No. 9825227044 Issue of Mutation heir mutation, [email protected] 7. Permission 15 days after approval of HOD Shri V. Raveendra Reddy

Superintending Engineer Tel no. (02836) 270429

(Harbour & Kandla Estate) Mobile No. 9825227038 [email protected] Residential Shri Sureshkumar M. 15 days Sr. Dy. Secretary 8. Issue of Ownership Letter Tel.No. (02836) 221375 Non-Resi. (Gandhidham Township) Mob. No. 9825227044 15 days [email protected] Shri Sureshkumar M. 1 Month Sr. Dy. Secretary Tel.No. (02836) 221375 (Gandhidham Township) Mob. No. 9825227044 Allotment of Land on [email protected] 9. Leave and License Shri V. Raveendra Reddy /Temporary Basis Superintending Engineer Tel no. (02836) 270429 1 Month (Harbour & Kandla Estate) Mobile No. 9825227038 [email protected] Allotment by way of Auction Shri Sureshkumar M. of Plots 6 months Sr. Dy. Secretary 10. Tel.No. (02836) 221375 (Gandhidham Township) Mob. No. 9825227044 (i). On Leave and License [email protected]

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Basis Shri V. Raveendra Reddy Superintending Engineer Tel no. (02836) 270429 (ii). On Long term Basis 6 months (Harbour & Kandla Estate) Mobile No. 9825227038 [email protected] Shri Sureshkumar M. Sr. Dy. Secretary 1 year Tel.No. (02836) 221375 (Gandhidham Township) Mob. No. 9825227044 [email protected] 11. Renewal of leases Shri V. Raveendra Reddy Superintending Engineer Tel no. (02836) 270429 1 year (Harbour & Kandla Estate) Mobile No. 9825227038 [email protected] Shri Sureshkumar M. Sr. Dy. Secretary 30 days Tel.No. (02836) 221375 Release of Collateral (Gandhidham Township) Mob. No. 9825227044 Securities and Bank [email protected] 12. Guarantees furnished by Shri V. Raveendra Reddy contractors and vendors Superintending Engineer Tel no. (02836) 270429 30 days (Harbour & Kandla Estate) Mobile No. 9825227038 [email protected]

 Services by Marine Department

S. Average Time taken after based on submission of prescribed documents complete in all respects Officer Sr. Responsible for Main Services Timelines* Contact details of the officer No. delivery of services Tugs/Floating Crafts for Capt. T. Srinivas 1 12 hrs Hire Deputy Conservator Tel No (02836) 233585 Mobile No. 9825232982

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Shri K.M. Mathew Berthing / Unberthing / 2 12 hrs. Tel No. (02836) 270201 , Harbour Master Shifting of Vessels 270047 Mobile No. 9512999109 3 Ship Arrival Registration 6 hrs. Harbour Master Shri K.M. Mathew Tel No (02836) 270201 4 Grant of NOC to vessels 6 hrs. Harbour Master Shri K.M. Mathew Tel No. (02836) 270201 Issue of various licenses such as (a) Sludge License Capt. T. Srinivas 5 30 days Tel No (02836) 233585 (b) Garbage removal Deputy Conservator License Mobile No. 9825232982

© Harbour Craft Licence

Processing of bills of the Contractors and bills of Capt. T. Srinivas 6 vendors, suppliers and 20 days Deputy Conservator Tel No (02836) 233585

consultants (Other than Mobile No. 9825232982 final bills of contractors)

Capt. T. Srinivas Deputy Conservator Processing of Final Bills Tel No (02836) 233585 7 30 days of the Contractors COM Vadinar Tel. No. (02833)256749, 256280 Shri K.M. Mathew Harbour Master Tel No. (02836) 270201 Capt. T. Srinivas Release of Collateral Deputy Conservator Securities & Bank Tel No (02836) 233585 8 7 days Guarantees furnished by COM Vadinar Tel. No. (02833)256749, 256280 Contractors & Vendors Shri K.M. Mathew Harbour Master Tel No. (02836) 270201 Capt. T. Srinivas Deputy Conservator Tel No (02836) 233585 Reply to representations

9 / applications / 30 days COM Vadinar complaints received Tel. No. (02833)256749, 256280 Shri K.M. Mathew Harbour Master Tel No (02836) 270201 Replies to letters Capt. T. Srinivas Deputy Conservator received from MPs/ Tel No (02836) 233585 10 07 days MLAs / Minister / Leader COM Vadinar Tel. No. (02833)256749, 256280 Shri K.M. Mathew of Opposition etc. Harbour Master Tel No. (02836) 270201 19

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 Services Provided by Administration Department

Total Average Time taken after, based on submission of prescribed documents complete in all respects Officer Responsible Sr. Contact details of the Main Services Timelines* for delivery of No. officer services (a) Processing of Bills of

Port Hired Vehicle (small)

1 30 days (ii) Shri Y.K. Singh, (b) Processing of Bills of Mobile No.9825227079 Personnel Officer Hired Buses Tel No.(02836) 223828 Replies to letters received Shri Suresh Balan from MPs / MLAs / Tel No.(02836) 221375 2 7 days Senior Deputy Secretary Minister/Leader of Mob. No.9825227044

Opposition etc. Allotment of Sardar Vallabhbhi Patel, Shri A.B. Pradhan, Tel No.(02836) 230072 3 Auditorium, Open Area 15 days Labour Officer Mobile No.9586545289 behind SVP Auditorium, Sports Complex, Gopalpuri

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List of Stakeholders and Clients

S. No Stakeholders / Clients

01 Ministry of Shipping , Govt. of India/ BOT Operators

02 MPs/MLAs/Leaders of Opposition & other political leaders

03 Custom House, New Kandla

04 State Government & its various departments

Port Users (Vessel Agents / Custom House Agents / Stevedores / Importers / 05 Exporters/ Trade Licensees)

06 Tariff Authority for Major Ports

07 Dock Safety Inspectorate

08 Local Police Authorities / Investigative/ Intelligence agencies/ Weather Bureau

Local Municipality / Income Tax and Service Tax Department /Other Government 10 Departments

11 Maritime Industries & Citizens of India

User associations like Kandla Port Custom House Agents Association, Stevedores 14 Association, Steamship agents association and association of particular cargoes

15 Gandhidham Chamber of Commerce and Industry

Chartered Accountants / Sales Tax / Service Consultants / Advocates / Consultants 17 empanelled with us

18 Vendors/Suppliers/ Contractors registered with port / intending to work with port

19 Bankers / Referral Hospitals / Visiting Doctors / Part time specialists

22 SRC Ltd/ CISF

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25 Masters of Vessels

Assistant Labour Commissioner (Central), Regional Labour Commissioner (Central), 26 Chief Labour Commissioner (Central), Inspector of Factories, DGFASLI etc.

Grievance Redressal Mechanism

The Grievance Redress Mechanism for Kandla Port Trust covers the processes of receipt, redress, and prevention and also contains information in the following sections:

i. Information on receipt ii. Communication to complainant iii. Time norms for redressal iv. Level of responsibility for Redress v. Analysis and prevention

In what follows, each process section is described briefly. I. RECEIPT OF INFORMATION

Kandla Port Trust has various sources for receipt of information on grievances.

 Personal Visit: Through Personal visit to grievance office of concerned department.

 Email: [email protected] direct mail for grievances.

 Post: write to the Director, Grievances, P. O. Box No. 50, A. O. Building, Gandhidham- Kutch.

 Telephonic : Contact to Administration Department on 02836-230072

 Suggestion/Complaint Box: Suggestions/Complaint Boxes are available at Office Buildings.

 Online through website: follow the link for registration of your grievance on web.

Monthly Meeting for Personnel grievances with the Director of Public Grievances will be arranged on 1st Thursday of every month at the office of the Secretary, Deendayal Port Trust, from 4:00 PM to 5:00 PM.

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II COMMUNICATION TO COMPLAINANT

STEP - 1

The Secretary of Kandla Port Trust will function as Director of Public Grievances.

At the time of acknowledgement, the office of the Secretary should provide the complainant the following information:

1. Unique grievance number to facilitate monitoring and reminders by complainants. This unique grievance number will be reflected in the all correspondence exchanged between the complainant and Port related to the specific grievance till it is closed. The complainant and the concerned Public Grievance Officers (PGO) should be instructed that the subject of the grievance and the unique grievance number should not be changed during the currency of the correspondence. 2. Expected time of redressal as mentioned in the Para (iv).

3. Contact details like email address, telephone no. and name of the concerned ;officer dealing with the subject of the grievance in case the complainant wishes to provide any additional information/particulars related to the grievance directly to the concerned dealing officer. 4. If not redressed within the expected time, action to be taken by the complainant.

STEP_-2

The office of the Secretary will forward the details of the complaint along with the full address of the complainant and unique grievance number to the department specific Public Grievance Officer.

At the time of final redressal, the complainant should be provided with the following information by the office responsible for redressal of the grievances:

1. Action taken for redressal 2. If not satisfied with the redressal action, avenue for pursuing the matter further.

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DEENDAYAL PORT TRUST

 Departmentwise Public Grievance Officers

Name & Designation of Department Contact Details the officer Shri Mukesh Balani, [email protected] Traffic Department Tel No. 270625 Traffic Manager Mobile No. 9825227047 Mechanical Engineering Shri Manohar Dana, Tel No. (02836) 234114 Dept. Dy. Materials Manager Mobile No. 9825227255 Shri Suresh Patil Tel No. (02836) 233192 Civil Engineering Dept. Mobile No. 9825227243 Chief Engineer [email protected]

General Administration Shri Suresh Balan, Tel No.(02836) 220033 Department Senior Deputy Secretary Mobile No.9825227480

Shri T. Srinivas Marine Department Deputy Conservator Tel No (02836) 233585 Mobile No.9825232982 Tel No. (02836) 220214 Shri A. Krishnan Mobile No. 9825227036 Finance Department Sr. Dy. CAO

Tel No. 225767, 234113 Dr. (Mrs.) Kalindi Gandhi Mobile No.9825611208 Medical Department CMO [email protected] [email protected]

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DEENDAYAL PORT TRUST

III Time norms for redressal

Sr. Grievance category Times norm for redressal No. 1 Charter related grievances 90 days 2 Berthing policy 90 days 6 Storage Policy 90 days

IV Level of Responsibility for redressal

There will be levels of responsibility for redressal of each category of grievance and its time norms.

In case the grievance is not redressed at a particular defined level, then an avenue should be available to the complainant to approach the next higher authority.

The responsible officials at each level should alert their next superior official well in advance and in time if a grievance is likely to exceed the prescribed time norm.

The next higher authority should call for a report to redress escalated grievance and take appropriate action without the complainant having to repeatedly remind or pursue the issue. Different Levels of Responsibility

Level 1 = Concerned Divisional Officer/ATMs Level 2 = Concerned HODs Level 3 = Director of Grievances Level 4 = Chairman/Dy. Chairman THE TABLE FOR LEVEL OF RESPONSIBILITY FOR REDRESS:

Sr. Type of Time line for Time line for Time line for Time line for No. complaint Level 1 Level 2 level 3 level 4 1 Services 30 days At the end of 30 At the end of 60 At the end of 90 included in days + 30 days days + 15 days days Citizen’s Charter 2 Berthing Policy 30 days At the end of 30 At the end of 60 At the end of 90 days + 30 days days + 15 days days

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DEENDAYAL PORT TRUST

3 Storage policy 30 days At the end of 30 At the end of 60 At the end of 90 days + 30 days days + 15 days days

Periodic Review

The Deendayal Port Trust has a system in place to call for monthly reports on grievance redressal from Responsibility centers. The report also contains information regarding the status of unaddressed/ unresolved grievances. DPT has automated the system of monthly report to automatically generate this information. All Departments can also consolidate the grievances redressed and pending at their own level on a monthly basis. The Director of Public Grievances of the Deendayal Port Trust would review the grievances pending at their own level and with the Responsibility centers periodically. Indicative Expectations from Service Recipients

Sr. No Indicative Expectations from Service Recipients

01 Timely payment of prescribed port charges to ensure smooth delivery of services

02 Submission of all the documents prescribed by the port duly complete in all respects

03 Efficient and responsible utilization of Port Infrastructure

04 Regular feedback on quality of service and suggestions for its improvements

05 Co-operation / Co-ordination with various agencies connected with port operations

06 Compliance of rules and regulations connected with port operations

Users are expected to indent for equipment in advance and comply with procedures for 07 timely supply.

08 Users shall Indent for Gangs in advance fulfilling formalities to enable timely deployment

Users are expected to declare Expected Time of Arrival (ETA) / Expected Sailing Time (EST) 09 of their vessels in advance to enable planning of berthing / unberthing / sailing movements

The licensees shall ensure that all mandatory requirements are fulfilled as per the Load 10 Restrictions / Cargo stacking instructions etc. issued from time to time

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DEENDAYAL PORT TRUST

11 Regularly visit to the web site

Familiarize with the port procedures and contact appropriate official for obtaining the 12 required service.

Advance information of visit, stay and purpose of visit is expected from the guests who wish 13 to avail services of port guest house

Compliance with the Port security requirements, carrying all requisite documents like photo 14 ID proof like Driving License /Voters card / Passport / PAN Card or their duly notarized 15 Carrycopies RC book of the vehicle entering port.

16 Comply with all safety instructions issued by the port management from time to time

Month and Year for the next review of the Charter

APRIL 2019

Ensuring the Compliances

The Citizen Charter has been developed with an objective of improving the quality of public service delivery system.

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