*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 – 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.