CITIZENS’ CHARTER

PUDUCHERRY DISTILLERIES LTD.

(A Government of Puducherry Undertaking)

Arrack Blending and Bottling Unit

145, Ariyapalayam,

Puducherry-605110

Web site: www.pdl.puducherry.gov.in

JANUARY-2015

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CONTENTS

S.No. Description Page No 1 Preface 2 2 Vision 3 3 Mission 3 4 Business Transacted 4 5 Clients/Stake holders 5 6 Services provided to Client Groups 9 7 Grievance Redress Mechanism 10 8 Expectations from Clients 12 9 Nodal Departments/Administrative 13 Departments 10 Month & Year for next Review 13 11 Conclusion 13 12 Abbreviations used 14 13 Composition of Task Force for 14 review of Citizen’s Charter 14 Organisation structure 15

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1. Preface

Puducherry Distilleries Ltd., is an incorporated Government Company since 1972 under the Company’s Act 1956, with its authorised paid-up capital wholly subscribed by the Government of Puducherry.

The Company is the only Depot authorised by the Government of Puducherry to sell Arrack to the lessees confirmed by the Excise Department, after the auction of the Arrack shops every year. The Company’s concern is about the quality and safenature of the Arrack sold to the lessees, who in turn sell the same to the Citizens. Bearing in mind this concern the Company has formulated this Charter with the aim to serve its clients in an efficient way.

The Company does not deal directly with citizens. However, the taste of the end-user, who is the citizen, is taken into consideration while determining the quality of Arrack. The Company aims to satisfy the Citizens especially of the working class.

A task Force was constituted by the Managing Director, of the Company for the formulation of the Citizens’ Charter of this Company. The structure of the Task Force is given at Appendix.

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2. Vision

- Provide uninterrupted supply of safe and quality Arrack (Country Spirit) including IMFL Products to the people of the Union Territory of Puducherry through licensed vendors.

- Enhance the level of Customer Satisfaction.

- Continually improve the effectiveness of the Quality Management System.

- Adhere to safe work practices and applicable statutory and regulatory requirements.

3. Mission  To procure good quality Rectified Spirit, the raw material for Arrack.

 To study the suitability of the raw material before considering for procurement.

 To follow all possible scientific means of Blending methods in the preparation of Arrack.

 Reduce the system non-conformities.

 Maintain nil accident status.

 Adhere to applicable statutory and regulatory requirements.

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4. Details of Business transacted

The Company, Puducherry Distilleries Ltd., is involved primarily in the Blending and Bottling of Arrack, Country Spirit. The process involves in the procurement of Rectified Spirit which is the main raw material. This is blended with water treated using Reverse Osmosis technique. For thorough mixing and blending compressed air is used. This blend is allowed to mature for about 36 hours and the Arrack is ready. This liquor is bottled in 180 ml. and 750 ml. bottles. This is sold to the licensed lessees identified by the Excise Department, Government of Puducherry against the valid permits issued by the Excise Authorities. The Arrack is also sold to the lessees in loose form also in cans. The Arrack sold conforms to the Indian Standard IS: 5287: 2005. The lessees in turn sell Arrack to the consumers.

In addition to the above, the Company supplies De-natured Spirit conforming to the Indian Standard IS:324-1959 and Rectified Spirit conforming to Indian Standard IS:323-1959 to Hospitals, Educational Institutions and manufacturing units who require these Spirits only against valid permits issued by the Excise Department, Government of Puducherry.

The price list of these items W.E.F 01.06.2014 is given below:

Denatured Spirit Rectified Spirit Plain Arrack (1 Litre) (1 Litre) Loose VAT @ VAT @ VAT (1 Litre) 750 ML 180 ML 14.5% 3% @20% VAT @ 3% ₨. ₨. ₨. ₨. ₨. ₨. ₨. Basic Price 25.376 19.032 5.914 77 77 77 77 Excise Duty 4.5 3.3750 0.81 Sub.Total 29.876 22.407 6.724 77 77 77 77 VAT 15% 4.4814 3.361 1.009 11.165 2.31 15.4 2.31 Total 34.357 25.768 7.733 88.165 79.31 92.4 79.31 Income Tax 1% 0.344 0.258 0.077 Surcharge in I.T. 0.000 0.000 0.000 E.du.Cess 0.000 0.000 0.000 Total 34.70 26.03 7.81 88.165 79.310 92.400 79.310 * VAT on ED Extra at applicable rates

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5. Details of Clients

PUDUCHERRY DISTILLERIES LIMITED ARRACK BLENDING & BOTTLING UNIT Shop Details For The Lease Year 2014-15 REGION:PUDUCHERRY S.No. Shop Name of the Lessee Location Daily Code Quota In Litres 1 AM01 SATHIYASEELAN N. ARIANKUPPAM 775 2 AM02 NARAYANASAMY B. 557 3 AM03 MAHALINGAM S. PERIAVEERAMPATTINAM 248 4 AM04 KAMALA J. 530 5 AM05 EZHILRAJA POORANANKUPPAM 251 6 AM06 SATHIYASEELAN N. ABISHEKAPAKKAM 440 7 AM07 MAHALINGAM S. 359 8 AM08 ANANDHAJOTHI.B KASANTHITTU 299 9 AM09 MURALI V. T.N. PALAYAM 487 10 BR01 SORNAM S. KARAYAMBUTHUR 689 11 BR02 ALAMELU J. MANMEDU 702 12 BR03 ALAMELU J. KURUVINATAM 840 13 BR04 SHANMUGAM P. ARACHIKUPPAM 720 14 BR05 ALAMELU J. 649 15 BR06 MURUGAN C. 625 16 BR07 NEHRU @ KUPPUSAMY G. KANNIKOIL 1447 17 BR08 RADHAKRISHNAN S. MANAPET 340 18 BR09 KUMARAGURU K. 476 19 BR10 SUNDARI S. 349 20 BR11 TAMILSELVI.R MULLODAI 1744 21 BR12 RADHAKRISHNAN S. 328 22 BR13 SORNAM S. 309 23 BR14 PRAKASH.M COMMANDANMEDU 1060 24 BR15 NAGARAJAN.I KUDIYIRUPPUPALAYAM 280 25 BR16 ALAMELU J. NARAMBAI 301 26 BR17 SUDHA V. UTCHIMEDU 776 27 BR18 KAMALA J. SORIANKUPPAM 1200 28 MT01 MAILASALAM P. MANALIPET 373 29 MT02 KALYANAKUMAR N. THIRUKANUR 1323 30 MT03 JAYALAKSHMI.M SOMPET 181 31 MT04 SARALA.S 258 32 MT05 SARALA.S MADAGADIPET 383 33 MT06 JAYAPRAKASH S. THIRUVANDARKOIL 486 34 MT07 JAYALAKSHMI.M SORAPET 297 35 MT08 JAYALAKSHMI.M PUDUKUPPAM 126 36 MT09 MANIKANDAN R. KUPPAM 315 37 MT10 MAHALAKSHMI S. SELLIPET 417 38 MT11 JAYALAKSHMI.M VADHANUR 301 39 MT12 SARALA.S PURANASINGUPALAYAM 362 40 MT13 SUGUMARAN P. KOTHAPURINATHAM 268 41 MT14 MAHALAKSHMI S. VAMBUPET 338 42 MT15 DHARMALINGAM.B SANNIYASIKUPPAM 217

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43 MT16 MOORTHY E. KUMARAPALAYAM 612 44 MT17 BHARATHI SUTHUKENY 343 VENGATESWARAN K. 45 MT18 DEVIKA V. THIRUBUVANAIPALAYAM 611 46 MT19 IYYANAR K. LINGAREDDIPALAYAM 523 47 MT20 RAMACHANDIRAN V. KUNICHEMPET 199 48 MT21 VEERAPPAN S. CHETTIPET 514 49 MT22 JAYAPRAKASH S. SILUKKARIPALAYAM 158 50 MT23 KALIAPERUMAL N. MANNADIPET 490 51 MT24 SARALA.S NALLURKUCHIPALAYAM 178 52 NM01 ARUMUGAM K. MADUKARAI 1511 53 NM02 SARALA.S KARIAMANICKAM-I 319 54 NM03 ARULRAJ L. KARIAMANICKAM-II 504 55 NM04 RAJENDIRAN.M 373 56 NM05 CANAGARADJOU.V 958 57 NM06 CANAGARADJOU.V -I 677 58 NM07 RAJENDIRAN.M. ERIPAKKAM 240 59 NM08 RAJENDIRAN.M 360 60 NM09 CANAGARADJOU V. KARIKALAMPAKKAM-11 220 61 NM10 RAJENDIRAN.M 180 62 OT01 NEHRU @ KUPPUSAMY G. SANJIVIRAYANPET 606 63 OT02 JAYACHANDRAN P. KALAPET 883 64 OT03 PRABU M. PILLAICHAVADY 611 65 OT04 RAJARAJAN G. KARUVADIKUPPAM 970 66 OT05 ALAMELU J. LAWSPET 1333 67 OT06 MANIKANDAN R. KAVUNDANPALAYAM 2174 68 OT07 SRI SUMATHY METTUPALAYAM 1502 PADMAVATHY ENTR. 69 OT08 PRAKASH M. MOOLAKULAM 911 70 OT09 VEERAPPAN S. 265 71 OT10 PRAKASH.M KANAPATHYCHETTIKULAM 1263 72 PY01 MEENA MALARVIZHI M. KATTAMANIKUPPAM 1087 73 PY02 SELVAM V. MUTHIAMUDALIARPET 1515 74 PY03 PARAMESWARI A. PUDUCHERRY 1879 75 PY04 SELVAM.V KOMBAKKAM 518 76 PY05 SELVAM.V MURUNGAPAKKAM 414 77 PY06 NARAYANAN.S DUBRAYAPET 364 78 VR01 KALIAPERUMAL.N SEDARAPET 1973 79 VR02 MURALI .V PILLAIYARKUPPAM-I 444 80 VR03 SUGUMARAN P. ARIYUR 531 81 VR04 PRABU .M URUVAIYAR 393 82 VR05 JAYACHANDRAN P. VILLIANUR 784 83 VR06 RAVICHANDIRAN M. KANUVAPET 471 84 VR07 SORNAM S. MANGALAM 400 85 VR08 SEGAR R. KIZHUR 419 86 VR09 KALIAPERUMAL.N KARASUR 282 87 VR10 KALIAPERUMAL.N THONDAMANATHAM 459 88 VR11 VADIVELU @ DHANDAPANI ARIYAPALAYAM 337 89 VR12 DEVI M. SIVARANTHAGAM 178 90 VR13 SHANTHI N. PORAYUR 344 91 VR14 MANIKANDAN R. VADAMANGALAM 521 92 VR15 JAYACHANDRAN P. MANAVELY(V) 699 93 VR16 KUMARAGURU K. KEEZHAGRAGARAM 416

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94 VR17 DEVIKA V. 697 95 VR18 SRIDEVI S. PILLAIYARKUPPAM-II 293 96 VR19 RAVICHANDIRAN.M PANGUR 420 97 VR20 PRABU M. ARASUR 446 98 VR21 SIVAKUMAR A. PUDUNAGAR(KANUVAPET) 190 99 VR22 MURALI V. PERUNGALUR 282

REGION: KARAIKAL S. No Shop Name of the Lessee Location Daily Code Quot a In Litres 1 KL01 DHANABAL R. KARAIKALMEDU 540 2 KL02 MURUGESAN A. PILLAITHERUVASAL 214 3 KL03 NADESAN.S ODUTHURAI 394 4 KL05 NADESAN.S DHARMAPURAM 378 5 KY01 GANESSAN.S KONNAKAVELY 390 6 KY02 MOORTHY V. POOVAM 1135 7 KY03 MOORTHY V. VARICHIKUDY(S) 454 8 KY04 LETCHOUMANAN L. KOTTUCHERRY 517 9 KY05 BABY D. MANDAPATHUR 145 10 NU01 SINNAIYAN N. NALLATHUR 1367 11 NU02 NADESAN.S ANNAVASAL 691 12 NU03 VEERAMANI.S VADHIYIRUPPUSALAI 183 13 NU04 VEERAMANI.S KULAKUDY 517 14 NU05 RAMKUMAR K. VADAMATTAM 256 15 NY01 MURUGESAN A. MANAMUTT1 834 16 NY02 MOORTHY V. POONTHOTTAM 1056 ROAD 17 NY03 NADESAN S. NERAVY 631 18 NY04 SARAVANAN G. KAKAMUZHI 421 19 TM01 SINNAIYAN N. VANJOOR 2310 20 TM02 MOORTHY V. MELAYUR 649 21 TM04 VIKRAMAN J. KEEZHAIYUR(S) 549 22 TR01 NADESAN.S AMBAGARATHUR 1390 23 TR02 SINNAIYAN N. SETHUR 609 24 TR03 RAJKUMAR K. THENNANKUDI 256 25 TR04 RAGUVEERARAM R. THIRUNALLAR 453 26 TR05 RAJASEKARAN.S SORAKUDY 317 27 TR06 VIKRAMAN J. ATHIPADUGAI 142 Coding Explanation REGION:PUDUCHERRY REGION:KARAIKAL AM - COMMUNE KL - KARAIKAL BR - KY - KOTTUCHERRY COMMUNE MT - MANNADIPET COMMUNE NY - NERAVY COMMUNE NM - NU - NEDUNGADU COMMUNE OM- OULGERET MUNICIPALITY TM - T.R PATTINAM COMMUNE PY- PUDUCHERRY MUNICIPALITY TR - THIRUNALLAR COMMUNE VR- VILLIYANUR COMMUNE

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5(i). Stake Holders S.No Name Details of Stake 1 Consumers & Clients Arrack, DNS & RS sale 2 General Public Safety &Environmental Protection 3 Local Bodies Profession Tax Property/Wealth Tax & license Fees

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6. Details of Services provided to Client Groups a. Client: General public

No direct service is provided to the General Public.

b. Licensed lessees/ Clients

Sl.No. Main Services Standard Responsible Documents Officer Required 1 Verification & Registration of 5 minutes for each The Excise Confirmation Permits/documents client Superintendent Order (For Initial Stationed at the registration only) Company & Permits issued by Excise authorities 2 Requirement assessment & 10 minutes for each Deputy General Confirmation preparation of client Manager (Sales) Order (For Initial Invoice/Challan registration only) & Permits issued by Excise authorities 3 Issuance of Delivery Challan Immediately after Sales Section Duly paid in payment of Invoice personnel Invoices certified by Bank 4 Loading , Delivery/Release One hour after Ware House Delivery Slip & issuance of Delivery Personnel & filled in Release Challan Excise seal Superintendent 5 Issuance of Purchase Details , 30 minutes after Sales Section -- returned Materials Statements request personnel (Less detailed) 6 Issuance of Purchase Details 24 Hours after request Deputy General Requisition letter (More Detailed) and requisite payment Manager (Sales) and Payment of Rs.100/ per Receipt statement 7 Issuance of Account details; Automatically every Deputy General ---- Security Deposit, Stock of three months Manager (Sales) Company material held 8 Refund of Security Deposit 10 days after return of Deputy General Requisition letter all materials Manager (Sales) belonging to the Company on written request

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7. Details of Grievance Redress Mechanism

1. In case of Procedural delays, non-conformities of Excise documents, the service recipients/stake holders can contact the following Officer for redress of their grievance:-

The Excise Superintendent, Puducherry Distilleries Ltd. Arrack Blending & Bottling Unit Ariyapalayam, Villianur, Puducherry 605110 Phone: 0413-2666844

2. In case of delays in the services mentioned at Serial Numbers 2 to 8 of Details of Services provided to Client Groups and on quantity of goods sold, the service recipients/stake holders can contact the following Officer for redress of their grievance:- Thiru. R.Susairaj, Deputy General Manager (S&E), Puducherry Distilleries Ltd. Arrack Blending & Bottling Unit Ariyapalayam, Villianur, Puducherry 605110 Phone: 0413-2666844 Cell No. +91 9442068102 e-mail: [email protected]

3. In case of matters related to quality of goods sold the service recipients/stake holders can contact the following Officer for redress of their grievance:- Thiru. S.Tensingh, General Manager Puducherry Distilleries Ltd. Arrack Blending & Bottling Unit Ariyapalayam, Villianur, Puducherry 605110

Phone: 0413-2666844 Cell No. +91 9442559578 e-mail: [email protected]

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1. In case of general grievances related to all issues like extension of timings, mode of payments etc. the service recipients/stake holders can contact the following Officer for redress of their grievance:-

Thiru. S. Kulothungan, Company Secretary Puducherry Distilleries Ltd. Arrack Blending & Bottling Unit Ariyapalayam, Villianur, Puducherry 605110 Phone: 0413-2667578 Cell No.+91 9842367578 e-mail: [email protected] , [email protected]

1. In case of grievances are not redressed finally, the same can be taken up at higher level to the following authorities:

1. The Managing Director, Puducherry Distilleries Ltd. Arrack Blending & Bottling Unit Ariyapalayam, Villianur, Puducherry 605110 Phone: 0413-2667222 Cell No. +91 9488225599 e-mail: [email protected], [email protected]

2. The Deputy Commissioner (Excise), Government of Puducherrry, Excise Department, Thattanchavady, Puducherry-605009 Phone: 0413-2252493

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8. Expectations from Clients

The Clients to avoid delay/refusal of services may

1. Check the Documents received from Government Departments before they are brought to the Company for perusal/disposal.

2. Come in time with all relevant documents, Cash/Demand Draft, vehicle etc.

3. Return all the materials belonging to the Company received during previous purchases.

4. Pay additional Security Deposits to avoid Demurrage.

5. May lift 90% or more of the Daily Guaranteed Quota of Arrack to avail Quantity Discount extended by the Company on monthly basis.

6. Give immediate feed-back on quality, quantity, service standards etc. directly to the Company.

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9. Nodal Department

S.No. Responsibility Address Phone Email Centres/ No. Departments 1. Excise Thatanchavady, +91-413- Department, Puducherry- 2252847, 605009 2253462

Administrative Department 1. Department of Thatanchavady, +91-413- [email protected] Industries and Puducherry- 2248476, & Commerce 605009 2248320, 2248168

10. Month and year for the next review of the Charter

January 2016 11. Conclusion

As a part of Performance Monitoring and Evaluation System (PMES) for Government Departments/Organizations, the Company has reviewed the Citizens’ Charter. Feedback from the Lessees and in general the Citizens regarding the services

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rendered by the Company are most welcome, as this would enable the Company to improve the services rendered.

Feedbacks/suggestions on the Citizens’ Charter can be sent to:-

The Managing Director, Puducherry Distilleries Ltd., 144-145 Ariyapalayam, Villianur, Puducherry-605110

12. List of Abbreviations Used

Abbreviation Stands for DNS De- Natured Spirit ED Excise Duty IMFL Indian Made Foreign Liquor IT Income Tax RS Rectified Spirit VAT Value Added Tax WEF With effect from

13. Composition of Task Force for review of Citizen’s Charter

1. The Managing Director – Chairman 2. The Company Secretary – Member 3. The General Manager -- Member 4. The Deputy General Manager- Member

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