foreword by chief executive officer citizen charter · pdf fileforeword by chief executive...

FOREWORD BY CHIEF EXECUTIVE OFFICER

‘Citizen Charter’

STAR administration i.e. Simple, Transparent, Accountable and

Responsive administration

‘Standing Committees’

Timelines

Citizen Charter in your hand reconfirms our commitment to provide efficient

and prompt services to our allottees and the citizens, with the hope that on

their part, they would earnestly respond and reciprocate in a positive way to

help us make Noida special. The objective of the is to

achieve a

in fulfilling the needs of the allottees/citizens.

A systematic Grievance Redressal System has been introduced in the form of

headed by Senior Officers of the Authority. Each

Committee meets once a week on the scheduled day and time.

Allottee/Citizen, if he desires, can present his case before the Standing

Committee. for various approvals/works have been fixed. We invite

allottees/citizens to use this Charter to ensure better standards of service.

People are requested to contact the concerned authorities, in case of any

non-compliance of the Charter.

We invite greater participation, support and assistance from the

allottees/citizens so as to provide better services and to make the city clean,

green & a better place to live in.

Monika S. GargChief Executive OfficerJune, 2007

New Okhla Industrial Development Authority

Main Administrative Building, Sector-6, Noida 201 301

CITIZEN CHARTER

This is done by letting

people know the mandate of the concerned Department/ Organization, how they can get in touch with

its officials, what to expect by way of services and how to seek a remedy if something goes wrong. The

Citizen’s Charter does not by itself create new legal rights, but it surely helps in enforcing existing systems.

Thorough care has been taken while preparing this charter, yet in case of any repugnancy inter-se the

Citizen Charter and the Rules/Regulations or Policy Documents of Noida, the latter shall prevail.

New Okhla Industrial Development Authority was established by Govt. of UP in the year 1976 under

Industrial Area Development Act, 1976 to secure the planned development of the industrial

development area. It has a notified area of 14964 hectares falling in 81 villages of Distt. Gautam Budh

Nagar. As per the Master Plan 2021, the various land uses are as follows:

(a) Industrial 20%

(b) Residential 36%

(c) Commercial 04%

(d) Institutional 08%

(e) Infrastructure 15%

(f) Green 17%

(a) to prepare a plan for the development of the industrial development area;

(b) to demarcate and develop sites for industrial, commercial, institutional and residential purpose

according to the plan;

(c) to provide infrastructure for industrial, commercial, institutional and residential purposes;

(d) to provide amenities;

(e) to allocate and transfer either by way of sale or lease or otherwise plots of land for industrial,

commercial, institutional or residential purposes;

(f) to regulate the erection of buildings and setting up of industries: and to lay down the purpose for

which a particular site or plot of land shall be used, namely for industrial or commercial, institutional

or residential purpose or any other specified purpose in such area.

The main objective of this exercise is to improve the quality of public services.

1. ABOUT THE AUTHORITY

2. OBJECTS OF THE AUTHORITY

This is a of the New Okhla Industrial Development Authority to its allottees and citizens

to provide services in a

• time-bound

• transparent

• efficient and

• courteous manner

• for receipt of all applications for any property related issue.

• in the form of Standing Committees headed by senior officers, which

provide an opportunity for personal hearing to the allottees.

• with Chief Executive Officer on every working Tuesday/ Thursday of the week

without any prior appointment.

• with representatives of Resident Welfare Associations/ Industrial Associations/

Traders Associations / Federations and Villagers at notified timings.

• Policy & Procedure booklets relating to Industrial, Residential, Commercial, Institutional & Housing

properties available at various banks on payment of prescribed charges.

• Building Bye-laws available at various banks on payment of prescribed charges.

• FAQ’s available on request at Reception Counter answering day-to-day queries of general public

and the allottees.

• Public Notices issued in various Newspapers and on the official website of the Authority i.e.

noidaauthorityonline.com

A. For any property-related issue, the allottee/applicant can contact the concerned

Manager/AGM/DGM/GM during visiting hours on all working days. for various types of

assistance have been fixed as being given below.

Grievances against the decision of the AGM/DGM/GM can be put to the

headed by DCEO/OSD/ACEO to look into such matters. Grievances addressed to the Standing

Committee can be submitted in writing at the Reception Counter of the Authority. Standing

Committee meets on weekly basis on scheduled day and time. Chief Legal Adviser, Chief Finance &

Accounts Officer and the concerned AGM/DGM/GM are members of such Committees. The

concerned before the Standing Committee, if

desires.

3. PREAMBLE

commitment

3.1 QUALITY OF SERVICE

Single window service

Grievance redressal system

Personal meeting

Periodical meetings

3.2 ACCESS TO INFORMATION

3.3 GRIEVANCE REDRESSAL

Time lines

Standing Committees

allottee can also personally present his case

B. For obtaining sanction for raising construction on the allotted/leased premises allottee / lessee

can submit as per Building Bye-laws of the Authority to the Project

Engineer (Building Cell). Completion drawing can be submitted to the Project Engineer

(Building Cell) after completion of the construction as per sanctioned building plan/building

bye laws within the stipulated/ extended time period for construction . Project Engineer

(Building Cell) has been given time line to grant building sanction/issue completion certificate.

The list of compoundable construction on payment of prescribed penalty is available in the

office of the Project Engineer (Building Cell).

Grievances against the decision of the Project Engineer (Building Cell) can be put to the

Standing Committee headed by DCEO to look into such matters. Grievances addressed to

the Standing Committee can be submitted in writing at Reception Counter of the Authority.

Standing Committee meets on weekly basis on scheduled day and time. Chief Architect

Planner, concerned Project Engineer (Civil), concerned AGM/DGM/GM and Project Engineer

(Building Cell) are members of this Committee. The concerned allottee/lessee can also

personally present his case before the Standing Committee, if desires.

C. For the work relating to

, citizens can contact the concerned Asstt. Project Engineer/

Project Engineer.

Grievances against such works can be put to the concerned Chief Maintenance

Engineer/Sr. Project Engineer. If not satisfied, the matter can be referred to the Standing

Committee headed by Additional Chief Executive Officer with CMEs and Sr. PEs its members.

This Committee holds meetings on weekly basis.

D. For members of public/allottees/lessees can approach the officer

designated as Reception Officer available in the Reception Office of the Authority during all

working days from 10.00 AM to 1.00 PM.

The New Okhla Industrial Development Authority expects from the allottees/ citizens to adhere

to the following :

• Not to approach touts or middlemen

• Ensure timely deposit of all dues/instalments & interest/lease rent & interest and other

payments as per policy of the Authority.

• Complete construction on the allotted plot as per building byelaws within the stipulated time

period.

• Adhere strictly to the terms and conditions of allotment and to put the property to the allotted

land use, also ensure proper maintenance of the property.

• Keep the city clean and green.

,

building plan for sanction

Maintenance/Water Supply/ Sanitation/ Sewerage/ Horticulture/

StreetLights/ Encroachment

general queries,

3.4 CITIZEN’S OBLIGATIONS

S. Activity Time line Decision to be taken

No. at the level of

1. Allotment of industrial plots/sheds As prescribed in the Chief Executive Officer

as per the advertised scheme brochure of the Scheme

2. Transfer of Plot/Shed Within 7 days AGM/ DGM/ GM

3. Transfer of Plot/Shed amongst Within 7 days AGM/ DGM/ GM

blood relations as defined

4. Transfer of Plot/Shed on death of Within 7 days AGM/ DGM/ GM

the allottee

5. Renting Permission Within 7 days AGM/ DGM/ GM

6. Change in Constitution Within 7 days AGM/ DGM/ GM

7. Change/Addition of Project Within 7 days AGM/ DGM/ GM

8. Issue of functional certificate Within 7 days AGM/ DGM/ GM/ OSD

9. Grant of Mortgage permission Within 5 days Manager/ Desk Officer

10. Extension of time period for Within 5 days Manager/ Desk Officer

implementing the project

11. Issue of duplicate papers Within 3 days Manager/ Desk Officer

12. Acceptance of surrender application Within 7 days AGM/ DGM/ GM

13. Rejection/Acceptance of Restoration Within 30 days OSD

of allotment

14. Permission for amalgamation/ Within 30 days OSD

deamalgamation of industrial plots

15. Conversion of industrial plot from Within 30 days OSD

industrial land use to industrial

facilities

16. Execution of lease deed As mentioned in the Asstt. Law Officer

allotment letter

17. Extension of time period for Within 7days AGM/ DGM/ GM

execution of lease deed

18. Calculation for deposit of various Within 3 days Account Officer

due amounts

19. Issue of No Dues Certificate Within 7 days Account Officer

20. Issue of Mutation letter after Within 3 days Asstt. Law Officer

receipt of copy of the Transfer

Deed

21. Acceptance of Power of Attorney Within 7 days AGM/ DGM/ GM

given by the allottee for

performance of various functions

TIMELINE FOR INDUSTRIAL PLOTS/ SHEDS

TIMELINE FOR RESIDENTIAL PLOTS AND GROUP HOUSING PLOTS


No. at the level of

1. Allotment of residential plots/ As prescribed in the Chief Executive Officer

group housing plots as per the brochure of the Scheme

advertised scheme

2. Transfer of Plot/Premises Within 7 days AGM/ DGM/ GM

3. Transfer of Plot/Premises amongst Within 7 days AGM/ DGM/ GM


4. Transfer of Plot/Premises on Within 7 days AGM/ DGM/ GM

death of the allottee

5. Permission for co-allotteeship Within 7 days AGM/ DGM/ GM

6. Mortgage Permission for Within 5 days Manager/ Dy. Manager

construction purpose

7. Mortgage Permission as Collateral Within 7 days AGM/ DGM/ GM

Security

8. Issue of duplicate papers Within 3 days Manager/ Dy. Manager

9. Acceptance of surrender application Within 7 days AGM/ DGM/ GM

10. Rejection/ Acceptance of Within 30 days A. C. E. O

Restoration of allotment

11. Extension of time period for Within 5 days Manager/ Dy. Manager

construction on plot

12. Execution of lease deed Within 30 days Asstt. Law Officer

of the check list

13. Extension of time period for Within 7 days AGM/ DGM/ GM


14. Calculation for deposit of Within 3 days Account Officer

various due amounts



receipt of copy of the Transfer

Deed

17. Acceptance of Power of Attorney Within 7 days AGM/ DGM/ GM

given by the allottee for performance

of various functions

TIMELINE FOR COMMERCIAL PLOTS AND SHOPS


No. at the level of

1. Allotment of commercial As prescribed in the Chief Executive Officer

plots/shops as per the advertised brochure of the

scheme Scheme

2. Transfer of Plot/Shop Within 7 days AGM/ DGM/ GM

3. Transfer of Plot/Shop on death Within 7 days AGM/ DGM/ GM

of the allottee

4. Change in Constitution Within 7 days AGM/ DGM/ GM

5. Change of use Within 15 days OSD/DCEO

6. Issue of functional certificate Within 7 days AGM/ DGM/ GM/ OSD

7. Mortgage Permission for construction Within 5 days Manager/ Dy. Manager

purpose

8. Mortgage Permission as Collateral Within 7 days AGM/ DGM/ GM

Security

9. Extension of time period for raising Within 5 days Manager/ Desk Officer

construction or functioning of shop

10. Issue of duplicate papers Within 3 days Manager/ Desk Officer

11. Acceptance of surrender application Within 15 days OSD/ DCEO

12. Rejection/Acceptance of Restoration Within 30 days OSD/ DCEO

of allotment

13. Execution of lease deed As mentioned in the Asstt. Law Officer

allotment letter

14. Extension of time period for execution Within 7 days AGM/ DGM/ GM

of lease deed

15. Calculation for deposit of various due Within 3 days Account Officer

amounts


17. Issue of Mutation letter after receipt Within 3 days Asstt. Law Officer

of copy of the Transfer Deed

18. Acceptance of Power of Attorney given Within 7 days AGM/DGM/GM

by the allottee for performance of various

functions

19. Acceptance of allotment money before Within 15 days OSD

cancellation alongwith interest as per

terms & conditions of allotment

TIMELINE FOR INSTITUTIONAL PLOTS


No. at the level of

1. Allotment of institutional plots as As prescribed in the Chief Executive Officer

per the advertised scheme brochure of the

Scheme

2. Transfer of Institutional plot/ Premises Within 15 days AGM/

3. Transfer of Plot/Premises on death Within 7 days AGM/ DGM/ GM

of the allottee

4. Renting of Institutional Premises Within 30 days AGM/

5. Change in Constitution Within 30 days AGM/

6. Issue of functional certificate Within 15 days AGM/ O

7. Grant of extension for implementation Within 15 days AGM/ DGM/ GM

of the project

8. Grant of Mortgage Permission Within 7 days AGM

9. Surrender of Institutional Plot Within 15 days AGM

10. Rejection/Acceptance of Restoration Within 30 days OSD

of allotment


of check list

12. Extension of time period for Within 7 days AGM/ DGM/ GM


13. Calculation for deposit of various due Within 3 days Account Officer

amounts


15. Issue of Mutation letter after receipt Within 3 days Asstt. Law Officer

of copy of the Transfer Deed

16. Acceptance of Power of Attorney given Within 7 days AGM/ DGM /GM

by the allottee for performance of

various functions

17. Acceptance of allotment money before Within 15 days OSD

cancellation alongwith interest as per

terms & conditions of allotment.

DGM/ GM

DGM/ GM

DGM/ GM

DGM/ GM/ SD

/ DGM/ GM

/ DGM/ GM

TIMELINE FOR HOUSES/ FLATS BUILT BY NOIDA


No. at the level of

1. Allotment of Flats/Houses as per As prescribed in the Chief Executive Officer

the advertised scheme brochure of the

Scheme

2. Transfer of Flat/House Within 7 days AGM/ DGM/ GM

3. Transfer of Flat/House amongst Within 7 days AGM/ DGM/ GM


4. Transfer of Flat/House on death Within 7 days AGM/ DGM/ GM

of the allottee

5. Permission for co-allotteeship Within 7 days AGM/ DGM/ GM

6. Mortgage Permission for purchase Within 5 days Manager/ Dy.Manager/

of the flat/house

7. Mortgage Permission as Within 7 days AGM/ DGM/ GM

Collateral Security

8. Issue of duplicate papers Within 3 days Manager/ Dy. Manager

9. Surrender of flat/house Within 15 days AGM/ DGM/ GM

10. Rejection/Acceptance of Within 30 days DCEO

Restoration of allotment


of check list

12. Extension of time period Within 7 days AGM/ DGM/ GM

for execution of lease deed

13. Calculation for deposit of various Within 3 days Account Officer

due amounts



receiptof copy of the Transfer

Deed

16. Acceptance of Power of Attorney given Within 7 days AGM/ DGM/ GM

by the allottee for performance of

various functions

TIMELINE FOR BUILDING SANCTION AND COMPLETION

TIMELINE FOR MAINTENANCE

S. Activity Time line Concerned Officer/

No. Decision to be taken

at the level

1. Every working day

2.

3. Within 7 days

4.

Every type of enquiry regarding Associate Architect

submission of building plans

Sanction/Rejection of building plan Within 30 days Project Engineer

Revalidation of building plan -do-

Issue of completion certificate Within 30 days -do-

S. Works Work Completion Concerned Officer

No. Period

1. Temporary filling of pot holes/road Within 7 days Asstt. Project Engineer

cuts

2. Patch Repair Within 7 days -do-

3. Removal of rubbish (malba) from Notice to the owner -do-

Public Land by the owner to remove the same

within 3 days

4. Removal of rubbish (malba) by 7 days after expiry of -do-

Authority, if the owner fails to the notice (cost to be

comply recovered from the owner)

5. Removal of encroachment from

road side

a) Temporary Within 3 days -do-

b) Permanent Within 15 days -do-

6. Drain Repair

a) Minor repair Within 10 days -do-

b) Major repair Within 30 days -do-

TIMELINE FOR STREETLIGHTS

TIMELINE FOR SANITATION AND PUBLIC HEALTH


No. Period

1. Request for New Light in Public Place Within 1 month Project Engineer

2. Repair of Street Light Within 3 days Asst. Project Engineer


No. Period

1. Cleaning of roads Every day Sanitary Inspector

2. Removal of garbage from rubbish Every day Sanitary Inspector

bins

3. Removal of garbage on Same day -do-

receipt of complaint

4. Complaints regarding in Within 2 days -do-

condition

5. Complaint regarding blockage/ Within 24 hours -do-

over flowing sewerage

6. Complaint regarding stray dogs/cattles Within 3 days -do-

7. Complaint regarding dead animals Immediate -do-

8. Fogging Same day -do-

9. Supervision of the above works Day to day Project Engineer

sanitary

TIMELINE FOR HORTICULTURE

TIMELINE FOR MAINTENANCE

S. Works Work Completion Concerned OfficerNo. Period1. Regarding Park/Central Verge Within 15 days Dy. Director (Hort.)

/ Greenbelt maintenance

2. Regarding Tree felling due to Within 1 day Asstt Director (Hort.)

3. Trimming/Pruning of Trees Within 7 days Asstt Director (Hort.)

storm

S. Works Work Completion Concerned OfficerNo. Period

1. Regarding water supply at low Within 1 day Asstt. Project Engineer

pressure, muddy water, etc

2. Breakage of Within 2 days -do-

3. Breakage of Major water/sewer Within 5 days

rising mains etc.

Any amendment in the Citizen Charter shall be available on our website i.e. www.noidaauthorityonline.com

pipeline (water/sewer)

Project Engineer