You are on page 1of 19

CITIZENS CHARTER

LEGAL METROLOGY DEPARTMENT,


GOVERNMENT OF NCT OF DELHI
ROOM NO. 117-118, C-BLOCK, VIKAS BHAWAN,
NEW DELHI
www.weights.delhigovt.nic.in

DECEMBER, 2011

PREFACE

The Weights &Measures Department is functioning under the Legal Metrology


Act, 2009 and rules framed there under. The prime objective of the Department is to
regulate the use of correct weighing and measuring instruments in production, trade and
commercial transactions within the ambit of various provisions of the aforesaid Act with
a view to safeguards the interests of the consumers.
This Charter aims at bringing the details of services offered by this Department
under the above Act and the authorities responsible for their effective implementation at
District/Zonal level for the citizens of Delhi so that they are aware of various services,
rights and to whom to approach in case of any inconsistency in the delivery of the
services. Few other objectives of the Charter are as follow:

To place before the public an overview of the Weights and Measures


Department.
To inform the citizens about the kinds of services provided by the
Department.
To inform about the eligibility criteria to the citizens to avail the services.
To inform about the procedure and criteria for obtaining Verification
Certificates/Licences for Manufacturer/Dealer/Importer/Registration of
Packers/Importer etc. which give business opportunities to citizens to earn
their living-hood.
To enumerate the grievance reporting and handling procedures so that the
rights of the citizens are safe guarded.

This booklet also incorporates the right of the citizens under RTI Act 2005/ e-SLA
Agreement. The Department would be coming out with timely updated version of this
charter so that any change in policy, procedure related to the issuance of
Certificate/Licences/Verification Certificates gets reflected in the charter.
It is hoped that the measures suggested in this booklet would result in effective,
hassle free implementation of the various services offered by the Department in the
State and enable the eligible citizen to get their entitlements under Legal Metrology Act,
2009 and Rules made there under.

Citizens Charter

Page 2 of 19

TABLE OF CONTENTS
1.

CHAPTER 1: OVERVIEW OF THE WEIGHTS & MEASURES DEPARTMENT............................4

1.1
1.2
1.3
1.4

ORGANIZATIONAL HIERARCHY.........................................................................................5
RESPONSIBILITY CENTERS SUBORDINATE OFFICES..............................................................5
MISSION OF THE WEIGHTS & MEASURES DEPARTMENT.......................................................6
VISION OF THE WEIGHTS & MEASURES DEPARTMENT.........................................................6

2.

CHAPTER 2: INFORMATION TO CITIZEN....................................................................................7

2.1
2.2
2.3

2.7

GENERAL INFORMATION ................................................................................................7


PROCEDURE FOR AVAILING THE SERVICES OF THE DEPARTMENT.............................................8
PROCEDURE FOR GRANT/RENEWAL OF LICENCES FOR MANUFACTURER/ DEALER/ REPAIRER OF
WEIGHTS OR MEASURES...............................................................................................9
PROCEDURE FOR GRANT OF REGISTRATION TO PACKER/IMPORTER/MANUFACTURER FOR PACKAGING
OF COMMODITIES.........................................................................................................9
PROCEDURE FOR ISSUE OF VERIFICATION CERTIFICATION FOR WEIGHING & MEASURING
INSTRUMENTS, AUTO/TAXI METERS, TANK LORRIES, FLOW METERS, PROVING TANKS AND
DISPENSERS...............................................................................................................9
PROCEDURE FOR AMENDMENTS IN THE LICENCES OF MANUFACTURER/DEALER/REPAIRER AND
REGISTRATIONS AS PACKER, IMPORTER OR MANUFACTURER .................................................10
SERVICE TIME PROMISES BY THE DEPARTMENT FOR THE AFORESAID SERVICES........................10

3.

CHAPTER 3: INFORMATION TO DEALERS/ MANUFACTURERS/ REPAIRERS......................11

3.1
3.2
3.3

ENTITLEMENT OF FACILITIES FOR LICENCE/REGISTRATION/VERIFICATION CERTIFICATE HOLDERS...11


CODE OF CONDUCT FOR THE LICENCE HOLDERS/REGISTRATION HOLDERS/VERIFICATION
CERTIFICATE HOLDERS.................................................................................................11
RESPONSIBILITIES OF THE DEALER ................................................................................12

4.

CHAPTER 4: INFORMATION TO THE CONSUMERS................................................................13

4.1
4.2
4.3
4.4
4.5

KNOWLEDGE TO MAKE CONSUMERS MORE VIGILANT.........................................................13


GRIEVANCE REDRESS PROCESS/MECHANISM....................................................................13
THE DEPARTMENT EXPECTS FROM THE CONSUMERS/COMPLAINTS TO FILE THE COMPLAINT IN THE
FOLLOWING MANNERS SO THAT TIMELY REDRESSAL OF THE GRIEVANCE/COMPLAINTS COULD TAKE
PLACE .....................................................................................................................14
TIMELINE FOR RESPONSE ............................................................................................14
GRIEVANCE ACKNOWLEDGEMENT/REDRESS TIME NORMS ...................................................15

5.

CHAPTER 5: RTI ACT, 2005/E-SLA AGREEMENT.....................................................................16

5.1
5.2

RESPONSE OF THE RTI APPLICATION & SERVICES UNDER E-SLA AGREEMENT........................16


COMPETENT AUTHORITY AND APPELLATE AUTHORITY UNDER E-SLA AGREEMENT...................16

6.

CHAPTER 6: VIGILENCE AND PUBLIC PARTICIPATION.........................................................17

6.1
6.2
6.3

SET UP DTE. OF VIGILANCE BY GOVERNMENT OF NCT OF DELHI........................................17


VIGILANCE WING AT HEADQUARTER LEVEL ......................................................................17
CONSTITUTION OF VIGILANCE COMMITTEE ....................................................................17

7.

CHAPTER 7: EXPECTATION FROM SERVICES RECIPIENTS..................................................18

2.4
2.5
2.6

Citizens Charter

Page 3 of 19

7.1

EXPECTATIONS FROM THE APPLICANTS............................................................................18

Citizens Charter

Page 4 of 19

1.

CHAPTER 1: OVERVIEW OF THE WEIGHTS & MEASURES


DEPARTMENT

Weights & Measures Department is responsible for the implementation of various


provisions of Legal Metrology Act, 2009 and Rules made there under. With a view to
have uniform Standards of Weights & Measures to provide a coherent scheme and to
keep pace with rapid advances made in the field of science and technology all over the
world, first Act, namely, Standards of W&M Act 1956 was enacted based on metric
system and international system of units recognized by International Organization of
Legal Metrology (OIML).Several amendments were made in the Act from time to time to
give effect to the international system of units. In 1985, Standards of Weights and
Measures (Enforcement) Act was also enacted for the enforcement of various
provisions of Standards of Weights and Measures.
To cope with the advancement made in technology, it was felt necessary by the
Government of India to review the old Acts and to bring another Act, which should be
simple and free of obsolete regulations and so enacted Legal Metrology Act, 2009. The
prime purpose behind creation of new Act was to create more accountability and
transparency in the functioning of the Department. For the enforcement of its
provisions, Delhi Legal Metrology (Enforcement) Rules, 2010 were framed by the
Government of NCT of Delhi in consultation with Director Legal Metrology, Ministry of
Consumer Affairs, thereby, giving necessary powers to the State functionaries to
function under the provisions of aforesaid Act.
The main functions of the Department are:

Stamping and verification of Electronic and Mechanical weighing


machines.
Stamping and verification of Auto/Taxi fare meters.
Verification and stamping of weighbridges.
Calibration/Verification of tank lorries/flow meters used in the
transportation of petroleum products.
Stamping/sealing of dispensing units of petrol pumps.
Issue of licences for Manufacturer/Dealer/Repairer dealing with weighing
and measuring instruments.
Issue of Registration of Packer/Importer.
Implementation and enforcement of Legal Metrology Act, 2009 and the
Rules made there under.
Market intelligence and inspection of various outlets located in Delhi which
functions under ambit of Act with a purpose to safeguards the interests of
the consumer.

Citizens Charter

Page 5 of 19

1.1

Organizational Hierarchy
The Weights & Measures Department has an Administrative Wing at the
Headquarter which controls and supervises the functioning of Zonal Offices
which are also known as responsibilities centers/subordinate Zonal Offices of the
Department. The following is the Hierarchy of the Department at the
Headquarter level:
1.
2.
3.
4.
5.
6.

Secretary (W&M)
Controller (W&M)
Assistant Controller (W&M)
Office Superintendent/ZO (HQ)
A.A.O
Ministerial Staff (Head Clerk/UDC/LDC)

The District/Zonal Cadre and the Field Level Hierarchy is as follows:


1.
2.
3.
4.
5.
1.2

Zonal Officers/Inspectors Gr. I


JMAs/LMOs.
LMO/Gr. II/III
Ministerial Staff (Head Clerk/UDC/LDC)
Manual Assistants

Responsibility Centers/Subordinate Offices


The details of the responsibility centers (zonal offices/subordinate offices)
working under the administrative control of this Department is as under:

S.
Addresses of the Responsibility
No
Centre
.
1.
B-2, Flatted Factories Complex,
Jhandewalan, New Delhi-55.
2.
B-18, Flatted Factories Complex,
Jhandewalan, New Delhi-55.
3.
Weavers Complex, Nand Nagari,
Delhi.
4.
Plot No. 17, Vishwas Nagar,
Shahadara, Delhi.

District/
Zone/ Unit

Officers
Designation

Contact
No.

Central

Zonal Officer

23523071

New Delhi

Zonal Officer

23673627

North East

Zonal Officer

22570652

East

Zonal Officer

22306891

Zonal Officer
5.

23, Canteen Building, Behind Modi


Flour Mill, Okhla, Phase III, New
Delhi.

6.

Community Centre, Rewla Khanpur,

South
South West

Citizens Charter

Page 6 of 19

26830269
Zonal Officer
25319877

Near Jhatikra Mor, Najafgarh, Delhi.


Zonal Officer
7.

Secondary Standard Lab, Block-12,


Tilak Nagar, New Delhi.

West and
Secondary
Standard
Lab.

8.

8-A, Kamla Nagar, Delhi-110007.

North

9.

B-67/2, Wazirpur Industrial Area, New North West


Delhi.

25998577

Zonal Officer
23841633
Zonal Officer
27373193
Zonal Officer
10. Community Centre, Rewla Khanpur, Taxi
Near Jhatikra Mor, Najafgarh, Delhi.
Unit

Meter

25319877
Zonal Officer

11.

HPCL Installation, Shakarpur Basti, Calibration


New Delhi.
Unit

1.3

Mission of the Weights & Measures Department

1.4

25226015

To protect the rights and interests of consumers, under the provisions of


Legal Metrology Act, 2009 and the Rules made there under by way of
ensuring that a common man in Delhi should get right quantity of items in
measures/in weights/in number for the money he spends on purchase of any
specific item.
To resolve public grievances related to various services offered by the
Department like grant/renewal/issue of registration/ verification certificates, in
a time bound manner.
To address the other grievances of the public relating to short supply of
quantity/under weighing/overcharging by the various vendors working under
the ambit of Legal Metrology Act, 2009 and Rules framed there under.

Vision of the Weights & Measures Department


To implement the various provisions of Legal Metrology Act, 2009 and the rules
made there under to the best advantage of consumers and to address public
grievances in the shortest possible time with constant overall efforts to increase
operational transparency and accountability on the part of the Authorities
implementing various provisions of the Act.

Citizens Charter

Page 7 of 19

2.

CHAPTER 2: INFORMATION TO CITIZEN

2.1

General Information
Accuracy and precision in Weights & Measures (W&M) of goods purchased by
the consumer is of paramount importance for the consumer protection. The
terms Weights & Measures generally mean an object/instrument/apparatus or
device used for the purpose of weighing or measurement of any goods/items at
the time of sale. The Department is implementing various provisions of Legal
Metrology Act, 2009 and Rules made there under in order to ensure the
following:

Consumer gets value for its money for every purchase.


Only verified and stamped Electronic/Mechanical weighing & measuring
instruments are used by the vendors in all transactions.
Only verified and stamped Auto/Taxi fare Meters are used.
Only calibrated/verified tank Lorries/Flow meters are used in transportation of
petroleum products.
Only properly verified and stamped Dispensing units are used in petrol
pumps.
Net contents in package commodities should be in accordance with the
declared weight on each package.
Commercial establishments should not indulge in overcharging/under
weighing/measuring of any item.
All packaged/pre-packaged commodities offered for sale by the commercial
establishments should have mandatory declarations as prescribed under the
Act/Rules made there under which are as follows.
(i)
Complete name and address of manufacturer.
(ii) Common and generic name of the commodity.
(iii) Net quantity
(iv) Month and year of manufacturing/packing/import.
(v) Maximum Retails price (inclusive of all taxes).
(vi) Customer care/help line number
(vii) Size of the commodities (where the dimension of the commodities
matters)
Licenses for Manufacturer/Repairer/Dealer of weighing & measuring
instruments are issued/renewed within the time limit prescribed by the
Department.
Registration Certificates of packers/importers of packaged commodities are
granted within the stipulated time without any hassle to the applicants.
Verification Certificates of weighing & measuring instruments are issued in a
time bound manner and the same should be displayed/exhibited at a

Citizens Charter

Page 8 of 19

2.2

prominent place of the business/commercial establishments by the holder of


such Certificate.
All the retailers who are covered under VAT or TOT and dealing in packaged
commodities whose net content declaration is by weight or volume or
combination thereof shall maintain an electronic weighing machine of at least
accuracy class III with the smallest division of at least one gram with printer
facility.

Procedure for availing the services of the department


The citizens wishing to avail any of the following services of the Department will
have to follow the procedure as laid down in the corresponding column against
the category of services.

S.
Category of Service
No
.
1. Issue of Licence of
Manufacturer of Weights or
Measures

2.
3
4.
5.
6
7.

Issue of Licence of Dealer of


Weights or Measures
Issue of Licence of Repairer
of Weights or Measures
Renewal of Licence of
Manufacturer of Weights or
Measures
Renewal of Licence of
Dealer of Weights or
Measures
Renewal of Licence of
Repair of Weights or
Measures
Issue of Registration to
Packer / Importer /
Manufacturer for packaging
of commodities

Amendments in the licences


of manufacture / Dealer/
Repairer and Registrations

Citizens Charter

Form on which
application has to
be made
LM - I

Procedure

LD- I

To apply on the prescribed format in


the concerned Zonal office (for
address kindly refer para 1.2 of
Chapter 1) along with requisite
documents, the detail of which is
available on the Departments Website
www.weights.delhigovt.nic.in.
As is above.

LR- I

As is above.

LM- 2

As is above.

LD- 2

As is above.

LR- 2

As is above.

Application form is
available on the
Departments
Website
www.weights.delhig
ovt.nic.in, and can
be downloaded.
N.A.

As is above.

Page 9 of 19

To apply in the concerned Zonal


Office (for address kindly refer
para 1.2 of Chapter 1) alongwith

9
10

11

as packer, importer or
manufacturer
Issue of Verification
Certification of weighing &
Measuring instruments
Issue of Verification
Certificate for Auto/Taxi
Meters
Issue of Verification
Certificate for calibration of
Tank Lorries, Flow Meters,
Proving Tanks and
Dispenser

documents in support of requisite


amendments.
N.A.
As is above
N.A.

N.A.

To apply in the Taxi Meter Unit of the


Department (for address kindly
refer para 1.2 of Chapter 1) along
with bills etc. of the Auto /Taxi Meter.
To apply in the Calibration Unit of the
Department (for address kindly
refer para 1.2 of Chapter 1) along
with related documents of the Tank
Lorries, Flow Meters, Proving Tanks
and Dispenser vehicle.

An applicant who is willing to have new licence/to get the old licence renewed
shall have to apply in the respective Zones/District office as per details given in
para 2.2 above.
2.3.

Procedure for grant / renewal of licences for Manufacturer/ Dealer /Repairer


of weights or measures
On receipt of the application alongwith requisite documents, the concerned
District Office examines the proposal and thereafter refers it to the competent
authority for approval. However, before the proposal is forwarded to the
competent authority, suitability of the proposed premises, deposit of the requisite
licence fee and authenticity of the documents is ascertained by the LMO/Zonal
officer of the District. After the approval of the Competent Authority, the new
licence with validity of one calendar year which is further renewable for a period
of one to five years is issued from the concerned Zonal/District Office.

2.4

Procedure for grant of registration to packer / importer / manufacturer for


packaging of commodities
On receipt of the application alongwith requisite documents, the concerned
District Office examines the proposal and thereafter refers it to the competent
authority for approval. However, before the proposal is forwarded to the
competent authority, suitability of the proposed premises, deposit of the requisite
registration fee and authenticity of the documents is ascertained by the
LMO/Zonal officer of the District. After the approval of the Competent Authority,
the Registration Certificate is issued to the applicant from the concerned
Zonal/District Office.

2.5

Procedure for issue of verification certification for weighing & measuring


instruments, Auto/Taxi meters, Tank Lorries, Flow meters, Proving tanks
and Dispensers.

Citizens Charter

Page 10 of 19

On receipt of the application alongwith related documents, the concerned district


office examines the request and after completion of all the codal formalities i.e.
deposit of requisite verification fee, ascertaining the authenticity of the model of
the instrument etc., verification certificates are issued to the applicant in respect
of the applied weight or measure from the concerned Zonal Office having
maximum validity of two years from the date of issue.
2.6

Procedure for amendments in the licences of Manufacture / Dealer/


Repairer and Registrations as Packer, Importer or Manufacturer.
On receipt of the application alongwith documents in support of desired
amendments, the concerned Zonal office examines the proposal and thereafter
refers the same to the Competent Authority for approval. However, before the
proposal is forwarded to the competent authority, the suitability of the proposed
amendments, deposit of the requisite amendment fee and authenticity of the
documents is ascertained by the LMO/Zonal officer of the District. After the
approval of the Competent Authority, the endorsements about the necessary
amendments is made on the Registration and handed over to the applicant.

2.7
S.
No.
1.

2.
3.
4.
5.

6.

Service time promises by the department for the aforesaid services.


Main Services
Grant/renewal of Licenses
of Manufacturer/ Repairer/
Dealer of weights &
measures.
Amendments in
manufacture/Dealer/Repair
er licenses
Grant of Registration of
Packer/Importer/Manufactu
rer
Issue of Verification
Certification of Weighing &
Measuring instruments.
Issue of Verification
Certificate
a) For Tank Lorries
b) For Flow Meters
c) For Proving Tanks
d) For Dispensers
Issue of Verification
Certificate.

Citizens Charter

Standards

Zone/Units

45 days

All zones

45 days

All zones

45 days

All zones

Within
days

02 days
15 days
15 days
15 days
15 days

Page 11 of 19

Contact Details of
District/Zone wise

(for address kindly


refer para 1.2 of
Chapter 1)

30 All zones

Calibration
Unit

As is above.

Taxi / Auto
Meter Unit

As is above.

3.

CHAPTER 3: INFORMATION TO DEALERS / MANUFACTURERS /


REPAIRERS

3.1

Entitlement of facilities for Licence /Registration/Verification Certificate


holders

3.2

Can manufacture weights & measures of the models approved by Legal


Metrology Department, Government of India.
Can purchase/Manufacture/import any weighing and measuring instrument
for further sale in the market.
Can store all the weighing & measuring instruments which are authorized by
the Licensing Authorities.
Can submit weights & measures in the Zonal Working Standards
Laboratories for verification and stamping on behalf of the users.
Can collect the weighing & measuring instruments from the users, in the
market, after issuing booking slips.
Can certify the weights & measures which are used in transactions as
verified and accurate.

Code of conduct for the Licence holders/Registration holders/Verification


Certificate holders

Not to use/keep for use any weight or measures or make use of any
enumeration otherwise then in accordance with standard of weights and
measures or the standards of numeration.
Not to temper with or alters in any way any reference standard, secondary
standard or working standard or increases or decreases or alters any weights
or measures.
Not to manufacture, sell, offer, expose or possess for sale, any weight or
measure which does not conform to the standards of weight or measure
specified by or under the Legal Metrology Act, 2009.
Not to make any transaction, deal or contract in contravention of standards of
weights and measures specified under Legal Metrology Act, 2009.
Not to quote or make announcement of any price or charge; issue or exhibit
any price list, invoice, cash memo or other document; or publish any
advertisement, poster or other document; or indicate the net quantity of a
pre-packaged commodity; or express in relation to any transaction or
protection, any quantity or dimension, otherwise than in accordance with the
standard unit of weight, measure or numeration.
Not to sell any article or thing by weight, measure or number, deliver to the
purchaser any quantity or number of that article or thing less than the
quantity or number contracted for or paid for.

Citizens Charter

Page 12 of 19

3.3

Not to sell, distribute, deliver or otherwise transfer or use any unverified


weight or measure.
Not to sell or deliver any commodity, article or thing by any means other than
the standard weight or measure or number.
Not to render any service through means other than the standard weight or
measure.
Not to manufacture, pack, import, sell, distribute, deliver or transfer, offer,
exposes or possess for sale any pre-packaged commodity which does not
conform to the declaration on the package as prescribed under Legal
Metrology Act, 2009 and the Legal Metrology (Packaged Commodities)
Rules, 2011.
Not to import any weight or measure without being registered under the
Legal Metrology Act, 2009.
Not to import any non-standard weight & measure.
Not to give any false information or false return to the Director, the Controller
or any Legal Metrology Officer.
Not to manufacture, repair, sell any weight or measures without licence.

Responsibilities of the Dealer

To follow the provisions of Legal Metrology Act, 2009 and Rules made there
under.
To display the Licence/Registration/VC at a prominent place within the
premises of business/ Commercial establishment.
To maintain all the records as prescribed under the Rules (i.e. Schedule VII
in terms of the Provision of Rule 13 of Delhi Legal Metrology
(Enforcement) Rules, 2011).
To produce all the relevant records before the Inspecting Team of the
Department at the time of visit of premises.
To timely apply for the renewal of licence/verification certificate.

Citizens Charter

Page 13 of 19

4.

CHAPTER 4: INFORMATION TO THE CONSUMERS

4.1

Knowledge to make Consumers more Vigilant


Every consumer is a valued entity for the Department, so all the consumers are
advised to be more vigilant and play active role in forcing the Department for
timely action on the violations detected by them while in the market. When the
consumers expect from the Department for prompt action on the issues raised by
them, Department also wants a similar reciprocation from the consumer while
making purchases of any item, the transaction of which is governed by Legal
Metrology Act, 2005 to insist upon/to check:

4.2

Name and address of the Manufacturer, Packer or Importer of packaged


commodities/pre-packaged commodities;
Common or generic name of the commodity contained in the package;
Net quantity;
Month and year of manufacturing or pre-packing or importing;
Retail sales price of the package (i.e. inclusive of all taxes);
Dimensions of the commodity contained in the package, where the sizes of
the commodity contained in the package are relevant;
Customer Care Number of the Company/Firm, whether printed on package.
Only stamped and verified Electronic/Mechanical weighing machines are
used in transaction.
Only verified/stamped Auto/Taxi fare meters are used.
Only calibrated/verified Tank Lorries/Flow meters are used in transportation
of petroleum products.
Only properly stamped/sealed dispensing units are used in petrol pumps.
Net contents of LPG cylinder.
Commercial establishments for overcharging, if any, and packaged
commodity offered for sale having mandatory declaration as prescribed
under the Act.
Display of the Verification Certificate.

Grievance Redress Process/Mechanism


The Citizen/Consumers can report their grievance by the following
methods:
Method 1 Written Complaints/Grievances can be filed addressed to the
Controller/Asstt. Controller (W&M) Department at the address: Room
No. 117-118, C-Block, Vikas Bhawan, New Delhi 110002

Citizens Charter

Page 14 of 19

Method 2 Consumers can also lodge their grievances/complaint via e-mail


cwmd@nic.in.
Method 3 Consumers can also lodge their grievances/complaints in the control
room of the Department on telephone no. 011-23379266.
Method 4 Department is installing complaint box in the each Zonal
office/Responsibility centers as well as in the Headquarter facilitating
the Consumers to drop their complaint/Grievances in these complaint
boxes.
Method 5 The Department has Designated the following officers for the
redressal of the grievance/complaint of the consumers/citizen.

Designated Officers and Contact Details

For grievances (for non- delivery


of services within stipulated time)

Nodal Officer
Assistant Controller,
116, C-Block, Vikas Bhawan,
New Delhi 110002
Phone No. 011-23370654
E-mail:cwmd@nic.in

4.3

Controller,
Room No. 117-118,
C-Block, Vikas Bhawan,
New Delhi 110002
Phone No. 011-23379266
E-mail: cwmd@nic.in

The Department expects from the consumers/complainants to file


complaint in the following manners so that timely redressal of the
Grievance/complaints could take place:
(i) Lodge their grievances alongwith the verifiable and specific facts and figures,
so that immediate action can be taken on the grievances without any loss of
time at any stage.
(ii) Provide complete contact details of the complainant with contact phone
numbers with e-mail ID, if any and this will help us to contact the complainant
for any further clarifications on the complaint, instead of issuing
communications by post.

4.4

Timeline for response


The Department has also prescribed the Timeline for response in the following
manner:
1. Acknowledgement within 7 days
2. Interim reply Within 15 days
3. Expected Final Disposal Within 45 Days.

Citizens Charter

Page 15 of 19

4.5

Grievance Acknowledgement/Redress Time Norms


The Department has also evolved a system for ascertaining the periodic
response of the redressal of the grievances/complaints in the following manner:
Period of assessment from _____________ to _____________
Total No. of Grievance Received
Total No. of Grievance disposed
Total No. of Grievance Pending

Services

Acknowled
gment
Interim
reply
Final
Disposal

______
______
______

Success Service
Indicator Standard

Data
Source

Excellent
(before
time
frame)

%
age

Good
(within
time
frame)

%
age

Poor
(beyo
nd
time
frame)

Time

07 days

Evaluation Criteria
Record
--

--

--

Time

15 days

Record

--

--

--

Time

45 days

Records

--

--

Note:- The performance of disposal will be evaluated in the format by inserting


the actual figure of disposal with time frame.

Citizens Charter

Page 16 of 19

%
age

5.

CHAPTER 5: RTI ACT, 2005/ e-SLA AGREEMENT

5.1

Response of the RTI application & services under e-SLA Agreement


For timely response of the RTI applications, Department has Designated
Assistant Controller (W&M) as PIO under the RTI Act, 2005. Further efforts are
on to Designate each Zonal Officer as PIO in respect of the specific information
related to their Zone. The Department in order to facilitate the consumer/citizens
has provided the following services under e Services Level Agreement (e-SLA):

S.
No.
1.

5.2

Delivery of Service

Service delivery
time in No. of
days

Issuance of New licence & Renewal 45 Days


of licence of Manufacturer/ Repairer/
Dealer of Weights & Measures.

Beyond 45 days for


non delivery of
services
Rs.10/- per day subject
to a cap of Rs. 200/-

Competent Authority and Appellate Authority under e-SLA Agreement


The following officers have also been Designated as Competent Authority and
Appellate Authority to claim the compensation from the department under eSLA:-

S.
No.
1.

Competent Authority

Appellate Authority

Assistant Controller (W&M), Room No. 2. Controller (W&M), Room No. 117116, C Block, Vikas Bhawan, New
118, C Block, Vikas Bhawan, New
Delhi -110 002. Ph. 01123370654, Fax
Delhi -110 002. Ph. 01123379266,
No. 01123379267
Fax No. 01123379267.

Citizens Charter

Page 17 of 19

6.

CHAPTER 6: VIGILENCE AND PUBLIC PARTICIPATION

6.1

Set-up of Directorate of Vigilance by Government of NCT of Delhi


Apart from centralized Vigilance Wing known as Directorate of Vigilance set up
by the Government of NCT of Delhi to enquire into the complaint against the
officers/officials of Government of Delhi, this Department also has a well
established vigilance mechanism to deal with the complaints against the
officials/officers of this Department.

6.2

Vigilance wing at Headquarter Level


The Department will constitute a Vigilance Committee for different Zones to
periodically review the functioning of each zone and to suggest measures for
improvement in the overall functioning of the Department for the convenience of
beneficiaries.

6.3

Constitution of Vigilance Committee


The Department has a Vigilance Wing at the Headquarter level to examine the
complaints received from the public against the functioning of supporting offices
at the Headquarter. Efforts are on to further strengthen this Wing for timely
action on the specific complaints made against any of the official/officer of the
Department relating to mall-practices or otherwise.

Citizens Charter

Page 18 of 19

7.

CHAPTER 7: EXPECTATION FROM SERVICES RECIPIENTS

7.1

Expectations from the Applicants


The Department while facilitating the applicants for speedy delivery of the
services also expects from the applicants, who are desirous of the grant/renewal
of licence of Manufacturer/Dealer/Repairer, issue of Registration of
Packer/Importer/Manufacturer and issue of Verification Certificates for Weighing
& Measuring instruments, to follow the following guidelines so that timely
response could be made available to them.
1. Submission of complete proposal with requisite documents at the
Zonal/District level in which the applicant is having its business
premises/working zone, as per guidelines issued by the Department.
2. Timely submission of requisite fees and complete documents for verification
of weights and measures.
3. For fees and
complete
www.weights.delhigovt.nic.in

list

of

documents

please

*****
NEXT DATE OF REVIEW OF THE CITIZENS CHARTER
30TH JUNE, 2012
*****

Citizens Charter

Page 19 of 19

refer

to