Passenger grievance redressal: airport customs provide access to PRO, senior officers and a multilateral facilitation committee. Customs operates a facilitation-first grievance framework: most passengers use the Green Channel with minimal interaction, officers are required to show ... Summary
Passenger grievance redressal: airport customs provide access to PRO, senior officers and a multilateral facilitation committee.
Customs operates a facilitation-first grievance framework: most passengers use the Green Channel with minimal interaction, officers are required to show courtesy, and visible notices direct aggrieved travellers to the PRO (Customs). Senior officers of Assistant/Deputy Commissioner rank are available round the clock for direct redressal. Notices also invite complaints to the Commissioner of Customs or the CVC, and an Airport Facilitation Committee of airport agencies, Customs, Immigration and Police meets monthly to coordinate passenger complaint resolution.
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