May 6, 2008
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Citizen Charter commitments: enforce standardized service delivery and grievance redressal ensuring time bound responses and Ombudsman remedies.
The Citizens' Charter aligns CBEC service delivery with SEVOTTAM standards, declaring a vision to make indirect tax administration efficient and compliance friendly and setting commitments to integrity, transparency and promptness. It specifies regulatory and service functions across Customs, Central Excise and Service Tax, prescribes measurable time based service norms and procedural safeguards, mandates confidentiality and explanation before adverse actions, and establishes a grievance redressal framework including escalation to the Commissioner and access to an Ombudsman. The Charter will be reviewed periodically and field feedback sought before final adoption.