data and citizen feedback and suggestions shall be undertaken at apex and unit levels to suggest policy initiatives or changes in services & norms, to meet citizen expectations. SQM 4.0 EXPLANATION OF SERVICE DELIVERABLES & – Revision No.1 FUNCTIONS Revision Date 27.07.2010 Page 1 of 6 (This information is provided for general understanding about the department. For any specific information please contact your nearest CBEC office) Information about service deliverables committed by CBEC in Citizens’ Charter S.No. Service in Citizens’ Charter What is covered Input needed from Service customer/ citizen Deliverable 1. Acknowledge all written Only the documents received from Written communication communications including Citizen shall be considered in this on paper or in with declarations, intimations, standard. No internal department prescribed format unique ID applications and returns correspondence will be a part of the issued. immediately and in no case standard. later than 7 working days of their receipt 2. Convey decision on matters Scrutiny is not a part of standard. As Written communication Written relating to declarations or regards where this applies, the on paper or in to customer assessments within 15 decision is warranted for the prescribed format working days of their receipt benefit of citizen. A decision in specifically highlighting matters like goods detained, bank that a decision is needed guarantees not released or assessee needs a speaking-order etc will be covered in this service. Even a decision like unable to release the goods, if assessee wants the goods to be released, will be considered as a decision. 3. Dispose of a refund claim Refund claim under Central Excise Complete refund in Refund within 3 months of receipt of Act, Customs Act or Finance Act prescribed format. List of cheque or a complete claim 1994 read with a notification documents to be refund attached with the claim rejection as are available on CBEC per due website. procedure 4. Remit drawback within 7 Drawback given as an export In case of electronic filing Drawback working days of, incentive of declaration, drawback sanctioned - filing of manifest in shall be sanctioned and sent to the case of electronic automatically. For paper bank or as processing of declarations claim submit in cheque. Else prescribed format rejected as
data and citizen feedback and suggestions shall be undertaken at apex and unit levels to suggest policy initiatives or changes in services & norms, to meet citizen expectations. SQM – 4.0 EXPLANATION OF SERVICE DELIVERABLES & FUNCTIONS Revision No.1 Revision Date 27.07.2010 Page 1 of 6 (This information is provided for general understanding about the department. For any specific information please contact your nearest CBEC office) Information about service deliverables committed by CBEC in Citizens’ Charter S.No. Service in Citizens’ Charter What is covered Input needed from customer/ citizen Service Deliverable 1. Acknowledge all written communications including declarations, intimations, applications and returns immediately and in no case later than 7 working days of their receipt Only the documents received from Citizen shall be considered in this standard. No internal department correspondence will be a part of the standard. Written communication on paper or in prescribed format with unique ID issued. 2. Convey decision on matters relating to declarations or assessments within 15 working days of their receipt Scrutiny is not a part of standard. As regards where this applies, the decision is warranted for the benefit of citizen. A decision in matters like goods detained, bank guarantees not released or assessee needs a speaking-order etc will be covered in this service. Even a decision like unable to release the goods, if assessee wants the goods to be released, will be considered as a decision. Written communication on paper or in prescribed format specifically highlighting that a decision is needed Written to customer 3. Dispose of a refund claim within 3 months of receipt of a complete claim Refund claim under Central Excise Act, Customs Act or Finance Act 1994 read with a notification Complete refund in prescribed format. List of documents to be attached with the claim are available on CBEC website. Refund cheque or refund rejection as per due procedure 4. Remit drawback within 7 working days of, - filing of manifest in the case of electronic processing of declarations Drawback given as an export incentive In case of electronic filing of declaration, drawback shall be sanctioned automatically. For paper claim submit in prescribed format Drawback sanctioned and sent to bank or as cheque. Else rejected as
CBEC%20Service%20Quality%20Manual.docx