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          Customs

          Grievance redressal and facilitation measures for passengers

          Grievance Redressal

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          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.
                            Cases where this provision is explicitly mentioned in the judgment/order text; may not be exhaustive. To view the complete list of cases mentioning this section, Click here.
                              Provisions expressly mentioned in the judgment/order text.

                                  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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