Policy Circulars 2004 - yashada

POLICY CIRCULAR
Policy Circular No:
ISO/PC/20042004-05/002
File No
ISO/CIR/2004-5
Empowered Authority: Director General – YASHADA
Subject: Customer Grievances Redresal System for
YASHADA
Dated: 06/04/2004
Circulated for Information to: Members, YASHADA Board of Governance
Members, YASHADA Executive Committee All
YASHADA Faculty and Staff
Circulated for Necessary
Compliance to
Registrar, YASHADA
Hostel Manager, YASHADA
Background:
Our Academy caters to the training needs or officers from various departments of the
State Government. The course participants are our prime customers. Similarly we also
avail services or various suppliers for our departments. These suppliers are also our
customers. The customers may have some difficulties suggestions or complaints about
our working treatment or them or services we provide to them. We exist o serve our
customer either trainee guest faculty, or supplier or various services. In order to improve
upon our services continuously, we must listen to what our customers want to say about
these services. Constant feed back about our training and other infrastructure facilities is
very important for continuous quality improvement in our training programmes
Objectives:
a) To establish a mechanism to ensure that grievances of customers of the Academy
are addressed and responded to.
b) To formulate a monitoring device which will ensure that similar complaints are
not repeated.
Implementation :
With a view to listen to our participants and visitors interacting at various points in our
Academy following procedure should be adapted:
1. A suggestion / complaint book should be made available / kept at places like
Hostel, Mess, Reception Counter, Administration Accounts, Library etc. so that
anybody who wants to put coml,1ents can freely put their comments and suggest
ions.
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