PREAMBLE

This is a commitment of the Haryana Shehri Vikas Pradhikaran to provide every allottee/purchaser of its properties :-

Efficient, prompt and courteous service with dedication, integrity and fairness.
Qualitative development at reasonable costs.
Time bound and transparent service in all transactions.

QUALITY OF SERVICE

By issue of acknowledgement expeditiously and time bound settlement of all correspondence and in case of any delay an intimation regarding the reasons for such delay and when a reply can be expected.
By organizing "Open Darbars" periodically at notified timings, with adequate publicity to ensure speedy disposal of pending cases.
By prescribing specific time limits for various transactions .

ACCESS TO INFORMATION

HSVP has initiated the process of computerization of allottees account in a phased manner. The web enabled application comprising of two modules viz., Plot and Property Management (PPM) and Financial Accounting System (FAS) have been implemented in all the Offices. In User ID and passwords have been issued to the allottees to enable them to see the detail of their property anywhere, anytime and even the status of their application can be tracked on the net. Single window counters have been established for resolving all queries of the allottees. Three banks have been identified wherein the allottees can deposit their dues. Court cases are also being monitored through Court Case Tracking System (CCTS).
Financial Accounting System is working satisfactorily in all the Offices. Currently parallel run is going on and all type of vouchers are entered in the system based on which various reports relating to accounts, engineering wing are generated on day to day basis.
All Estate Offices are interconnected through Wide Area Network
All instructions, Acts, Rules, Manuals, general instructions/circulars, formats of documents for various transactions, lists are being listed on the website from time to time.
All officers unto level of Executive Engineers have been provided broadband facility. Inter office communications are being made through e-mails. All tenders are being hosted on the website.
For the information of general public all the major policies/decisions/floatation of sectors (Residential/Commercial/ Institutional/Industrial etc.) are hosted on the website and also published in the various newspapers.

GRIEVANCE REDRESSAL

Through a right to approach concerned officers at various levels, if grievances are not settled at lower levels. For the work relating to Estate Offices, public can contact the Estate Officer/Administrator concerned and for work relating to Engineering Wing concerned SDE/XEN/SE.

CONSUMER'S OBLIGATIONS

The Haryana Shehri Vikas Pradhikaran expects from all those who avails its various services :-

Not to approach touts or middlemen.
To ensure timely deposit of all dues/installments/ground rent and other payments demanded from time to time.
To adhere strictly to the terms and conditions of allotment and proper up keep and maintenance of the property.

The time schedule for various activities will be as follows.

PPM Processes Hierarchy
Sr. No	Process Name	Hierarchy	Working Day to Process
1	Cancellation of Transfer Permission	1	Record Keeper	2
		2	Assistant	1
		3	Deputy Suprintendent	1
		4	Estate Officer	2
			Total	6

2	Change of number of membership	1	Record Keeper	2
		2	Accountant	1
		3	Assistant	2
		4	Deputy Suprintendent	1
		5	Estate Officer	3
		6	Zonal Administrator	3
		7	Chief Administrator	2
			Total	14

3	Change the membership	1	Record Keeper	2
		2	Accountant	1
		3	Assistant	2
		4	Deputy Suprintendent	1
		5	Estate Officer	2
			Total	8

4	Change the size of dwelling units	1	Record Keeper	2
		2	Accountant	1
		3	Assistant	2
		4	Deputy Suprintendent	1
		5	Estate Officer	3
		6	Zonal Administrator	3
		7	Chief Administrator	2
			Total	14
5	Condonation of Delay	1	Record Keeper	1
		2	Accounts Assistant	1
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Estate Officer	2
		6	Zonal Administrator	2
		7	Chief Administrator	2
		8	Authority(FCTCP,DTCP,CA HSVP)	3
			Total	13
6	Conveyance Deed	1	Record Keeper	3
		2	Accountant	4
		3	Assistant	4
		4	Deputy Suprintendent	2
		5	Estate Officer	3
			Total	16
7	Death Case UserID and Password	1	Assistant	1
		2	Deputy Suprintendent	1
		3	Single Window	0.5
		4	Estate Officer	0.5
			Total	3
8	De-Mortgage	1	Assistant	0.5
		2	Deputy Suprintendent	0.5
			Total	1
9	DPC Certification	1	Sub Divisional Clerk	2
		2	Junior Engineer	6
			Total	8
10	Duplicate Papers	1	Record Keeper	1
		2	Assistant	1
		3	Deputy Suprintendent	2
			Total	4
11	Floor-wise Registration(Division of property)	1	Record Keeper	2
		2	Assistant	2
		3	Deputy Suprintendent	2
		4	Estate Officer	2
			Total	8
12	FourthFloor- Registration of Property	1	Record Keeper	2
		4	Assistant	2
		5	Deputy Suprintendent	2
		6	Estate Officer	2
			Total	8
13	Fresh Building Plan (other than Residential)	1	Sub Divisional Clerk	1
		2	Record Keeper	2
		3	Sub Divisional Clerk	8
		4	Sub Divisional Engineer (S)	2
		5	Estate Officer	2
			Total	15
14	Fresh Building Plan (Residential)	1	Junior Engineer	1
		2	Sub Divisional Engineer (S)	1
		3	Estate Officer	1
				3
			Total
15	Independent Floor Re-Allotment letter	1	Accounts Assistant	1
		2	Assistant	1
		3	Deputy Suprintendent	1
		4	Estate Officer	1
			Total	4
16	Independent Floor -Transfer Letter -Death	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
17	Independent Floor Transfer Permission Letter With GPA	1	Record Keeper	4
		2	Junior Engineer	4
		3	Accountant	2
		4	Assistant	2
		5	Deputy Suprintendent	2
		6	Estate Officer	2
			Total	16
18	Independent Floor -Transfer Permission-Family	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
19	Independent Floor -Transfer Permission-Family(with Conveyance deed)	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
20	Independent Floor-Transfer Permission -Court decree	1	Record Keeper	4
		2	Junior Engineer	4
		3	Accountant	2
		4	Assistant	2
		5	Deputy Suprintendent	2
		6	Estate Officer	2
			Total	16
21	Independent Floor-Transfer Permission Letter	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
22	Independent Floor-Transfer Permission-Will	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
23	Inquiry Regarding Installments/Dues	1	Record Keeper	2
		2	Accounts Assistant	2
		3	Assistant	1
			Total	5
24	Lease Deed	1	Record Keeper	3
		2	Accountant	4
		3	Assistant	4
		4	Deputy Suprintendent	2
		5	Estate Officer	3
			Total	16
25	Mortgage	1	Assistant	1
		2	Accountant	1
		3	Deputy Suprintendent	1
		4	Single Window	0.5
		5	Estate Officer	0.5
			Total	4
26	No Dues Certificate	1	Accounts Assistant	2
		2	AEO / A. O. /Sr. A.O.	1
			Total	3
27	Non-Encumbrance Certificate	1	Accounts Assistant	2
		2	Assistant	1
			Total
28	OC Certification (Other than Residential)	1	Sub Divisional Clerk	1
		2	Junior Engineer	5
		3	Record Keeper	2
		4	Accountant	1
		5	Sub Divisional Engineer (S)	1
		6	Estate Officer	1
		7	Zonal Administrator	2
		8	Junior Engineer	1
		9	Estate Officer	1
			Total	15
29	OC Certification (Residential)	1	Accountant	1
		2	Junior Engineer	2
		3	Sub Divisional Engineer (S)	1
		4	Estate Officer	1
			Total	5
30	Physical Possession (Possession Certificate)	1	Junior Engineer	1
		2	Record Keeper	2
		3	Junior Engineer	1
			Total	4
31	POC Certification	1	Sub Divisional Clerk	1
		2	Junior Engineer	5
		3	Record Keeper	2
		4	Accountant	1
		5	Sub Divisional Engineer (S)	1
		6	Estate Officer	1
		7	Zonal Administrator	2
		8	Junior Engineer	1
		9	Estate Officer	1
			Total	15
32	Re-Allotment Letter	1	Accounts Assistant	1
		2	Assistant	1
		3	Deputy Suprintendent	1
		4	Estate Officer	1
			Total	4
33	Refund Application	1	Record Keeper	2
		2	Assistant	2
		3	Accountant	2
		4	Deputy Suprintendent	2
		5	Estate Officer	2
			Total	10
34	Removal of Misuse	1	Sub Divisional Clerk	1
		2	Junior Engineer	2
		3	Sub Divisional Engineer (S)	1
		4	Estate Officer	1
			Total	5
35	Revaldate Building Plan	1	Sub Divisional Clerk	1
		2	Junior Engineer	2
		3	Record Keeper	1
		4	Sub Divisional Clerk	1
		5	Sub Divisional Engineer (S)	1
		6	Estate Officer	1
			Total	7
36	Revised Building Plan(Other than Residential)	1	Sub Divisional Clerk	1
		2	Junior Engineer	2
		3	Sub Divisional Clerk	8
		4	Junior Engineer	1
		5	Record Keeper	2
		6	Sub Divisional Engineer (S)	1
		7	Estate Officer	2
		8	Zonal Administrator	2
		9	Sub Divisional Clerk	1
		10	Sub Divisional Engineer (S)	1
		11	Estate Officer	1
			Total	22
37	Revised Building Plan(Residential)	1	Junior Engineer	3
		2	Sub Divisional Engineer (S)	1
		3	Estate Officer	1
			Total	5
38	Site Demarcation	1	Sub Divisional Clerk	1
		2	Junior Engineer	2
			Total	3
39	Superceded Building Plan	1	Sub Divisional Clerk	1
		2	Record Keeper	2
		3	Sub Divisional Clerk	8
		4	Sub Divisional Engineer (S)	2
		5	Estate Officer	2
			Total	15
40	Surrender of Plot	1	Record Keeper	2
		2	Accounts Assistant	2
		3	Assistant	2
		4	Deputy Suprintendent	2
		5	Estate Officer	2
			Total	10
41	Transfer Permission Letter	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
42	Transfer Permission Letter -Bank(Auction)	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
43	Transfer Permission Letter -Court Decree	1	Record Keeper	4
		2	Junior Engineer	4
		3	Accountant	2
		4	Assistant	2
		5	Deputy Suprintendent	2
		6	Estate Officer	2
			Total	16
44	Transfer Permission Letter -Death	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
45	Transfer Permission Letter -Death of allotee-Court Decree	1	Record Keeper	4
		2	Junior Engineer	4
		3	Accountant	2
		4	Assistant	2
		5	Deputy Suprintendent	2
		6	Estate Officer	2
			Total	16
46	Transfer Permission Letter -Death(Under Mortgage)	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
47	Transfer Permission Letter -Family	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
48	Transfer Permission Letter -Family(Under Mortgage)	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
49	Transfer Permission Letter -Will	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
50	Transfer Permission Letter -Will(Under Mortgage)	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
51	Transfer Permission Letter -with GPA	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
52	Transfer Permission Letter-Family(with Conveyance deed)	1	Junior Engineer	0.5
		2	Accountant	0.5
		3	Assistant	1
		4	Deputy Suprintendent	1
		5	Single Window	0.5
		6	Estate Officer	0.5
			Total	4
53	Will Case UserID and Password	1	Assistant	1
		2	Deputy Suprintendent	1
		3	Single Window	0.5
		4	Estate Officer	0.5
			Total	3