Grievance Redressal

*ODOP is in process of making an Online Grievance Mechanism

ESCALATION MATRIX FOR GRIEVANCE REDRESSAL
(ODOP PROGRAM)

Level Time Concerned Person Contact Details
Level 1 Immediate

Scheme in charge at Assistant Commissioner Industries (ACI) level:

  • ODOP CFC Scheme
  • ODOP Margin Money Scheme

 

  • ODOP – Market Development Assistance Scheme
  • ODOP Skill Development and Toolkit distribution Scheme

e-mail: odopcell@gmail.com

(ODOP Cell, Niryat Bhawan, 1st Floor, Kaiserbagh Officer's Colony, Kaiser Bagh, Lucknow)

Level 2 Within 10 days Joint Commissioner Industries (JCI)

e-mail: odopcell@gmail.com
(ODOP Cell, Niryat Bhawan, 1st Floor, Kaiserbagh Officer's Colony, Kaiser Bagh,Lucknow)

Level 3 Within 20 days Additional Commissioner Industries (ADI)

e-mail: odopcell@gmail.com
(ODOP Cell, Niryat Bhawan, 1st Floor, Kaiserbagh Officer's Colony, Kaiser Bagh,Lucknow)

Level 4 Within 30 days Director Industries (DI)

e-mail: odopcell@gmail.com
(ODOP Cell, Niryat Bhawan, 1st Floor, Kaiserbagh Officer's Colony, Kaiser Bagh,Lucknow)

Grievance Handling Process:

  • Grievance Submission: Businesses submit grievances through an online portal, email, or helpline.
  • Acknowledgment: An acknowledgment receipt with a Grievance ID is generated.
  • Escalation Levels: If not resolved at Level 1, the grievance is escalated to the next level per the timeline mentioned.
  • Final Resolution: If the issue remains unresolved after 30 days, it is addressed by the State Government Authority.

Service Timelines:

  • Immediate Resolution: Level 1 (ACI) attempts to resolve the issue promptly.
  • Escalation within 10 days: If unresolved, it moves to JCI.
  • Escalation within 20 days: ADI reviews and takes action.
  • Escalation within 30 days: DI intervenes for final decision-making.

This structured mechanism ensures transparency, accountability, and timely redressal of grievances under the ODOP program.