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

a)       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).

b)       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.

c)       All Estate Offices are interconnected through Wide Area Network

d)       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.

e)       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.

f)        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	Record Keeper	2
		Assistant	1
		Deputy superintendent/ Superintendent /AEO	1
		Estate Officer	2
		Total	6
2.	Change of Number of Membership	Record Keeper	2
		Accountant/Accounts Assistant	1
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	1
		Estate Officer	3
		Zonal Administrator	3
		Chief Administrator	2
		Total	14
3.	Change the Membership	Record Keeper	2
		Accountant/Accounts Assistant	1
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	1
		Estate Officer	2
		Total	8
4.	Change the Size of Dwelling Units	Record Keeper	2
		Accountant/Accounts Assistant	1
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	1
		Estate Officer	3
		Zonal Administrator	3
		Chief Administrator	2
		Total	14
5.	Condonation of Delay	Record Keeper	1
		Accountant/Accounts Assistant	1
		Assistant	1
		Deputy superintendent/ Superintendent /AEO	1
		Estate Officer	2
		Zonal Administrator	2
		Chief Administrator	2
		Authority(FCTCP,DTCP,CA HSVP)	3
		Total	13
6.	Conveyance Deed	Record Keeper	3
		Accountant/Accounts Assistant	4
		Assistant	4
		Deputy superintendent/ Superintendent /AEO	2
		Estate Officer	3
		Total	16
7.	De-Mortgage	Record Keeper	2
		Assistant	1
		Deputy superintendent/ Superintendent /AEO	1
		Total	4
8.	DPC Certification	Sub Divisional Clerk	2
		Junior Engineer	6
		Total	8
9.	Duplicate Papers	Record Keeper	1
		Assistant	1
		Deputy superintendent/ Superintendent /AEO	2
		Total	4
10.	Floor-Wise Registration (Division of property)	Record Keeper	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		Estate Officer	2
		Total	8
11.	Independent Floor Re-Allotment letter	Record Keeper	2
		Accountant/Accounts Assistant	1
		Assistant	1
		Deputy superintendent/ Superintendent /AEO	1
		Estate Officer	1
		Total	6
12.	Independent Floor -Transfer Letter -Death	Record Keeper	4
		Junior Engineer	2
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	3
		ADA	3
		Estate Officer	2
		Total	18
13.	Independent Floor-Transfer Permission -Court decree	Record Keeper	4
		Junior Engineer	4
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		ADA	2
		Estate Officer	2
		Total	18
14.	Independent Floor-Transfer Permission Letter	Record Keeper	4
		Junior Engineer	4
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		Estate Officer	4
		Total	18
15.	Inquiry Regarding Installments/Dues	Record Keeper	2
		Accountant/Accounts Assistant	2
		Assistant	1
		Total	5
16.	Mortgage	Record Keeper	2
		Assistant	1
		Accountant/Accounts Assistant	1
		Deputy superintendent/ Superintendent /AEO	1
		Estate Officer	2
		Total	7
17.	No Dues Certificate	Record Keeper	2
		Assistant	5
		Accountant/Accounts Assistant	7
		Total	14
18.	Non-Encumbrance Certificate	Record Keeper	2
		Accountant/Accounts Assistant	2
		Assistant	1
		Deputy superintendent/ Superintendent /AEO	1
		Total	6
19.	OC Certification	Sub Divisional Clerk	1
		Junior Engineer	5
		Record Keeper	2
		Accountant/Accounts Assistant	1
		Sub Divisional Engineer (S)	1
		Estate Officer	1
		Zonal Administrator	2
		Junior Engineer	1
		Estate Officer	1
		Total	15
20.	Physical Possession (Possession Certificate)	Junior Engineer	1
		Record Keeper	2
		Junior Engineer	1
		Total	4
21.	POC Certification	Sub Divisional Clerk	1
		Junior Engineer	5
		Record Keeper	2
		Accountant/Accounts Assistant	1
		Sub Divisional Engineer (S)	1
		Estate Officer	1
		Zonal Administrator	2
		Junior Engineer	1
		Estate Officer	1
		Total	15
22.	Re-Allotment Letter	Record Keeper	2
		Accountant/Accounts Assistant	1
		Assistant	1
		Deputy superintendent/ Superintendent /AEO	1
		Estate Officer	2
		Total	7
23.	Refund Application	Record Keeper	2
		Assistant	2
		Accountant/Accounts Assistant	2
		Deputy superintendent	2
		Estate Officer	2
		Total	10
24.	Removal of Misuse	Sub Divisional Clerk	1
		Junior Engineer	2
		Sub Divisional Engineer (S)	1
		Estate Officer	1
		Total	5
25.	Site Demarcation	Sub Divisional Clerk	1
		Junior Engineer	2
		Total	3
26.	Surrender of Plot	Record Keeper	2
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		Estate Officer	2
		Total	10
27.	Transfer Permission Letter	Record Keeper	4
		Junior Engineer	4
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		Estate Officer	4
		Total	18
28.	Transfer Permission Letter -Court Decree	Record Keeper	4
		Junior Engineer	4
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		ADA	2
		Estate Officer	2
		Total	18
29.	Transfer Permission Letter -Death	Record Keeper	4
		Junior Engineer	4
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		ADA	2
		Estate Officer	2
		Total	18
30.	Transfer Permission Letter -Death of allotee-Court Decree	Record Keeper	4
		Junior Engineer	4
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		ADA	2
		Estate Officer	2
		Total	18
31.	Transfer Permission Letter -INDUS-Court Decree	Record Keeper	4
		Junior Engineer	4
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		ADA	2
		Estate Officer	2
		Total	18
32.	Transfer Permission Letter -INDUS-Death	Record Keeper	4
		Junior Engineer	4
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		ADA	2
		Estate Officer	2
		Total	18
33.	Transfer Permission Letter -INDUS-Death of allottee -Court Decree	Record Keeper	4
		Junior Engineer	4
		Accountant/Accounts Assistant	2
		Assistant	2
		Deputy superintendent/ Superintendent /AEO	2
		ADA	2
		Estate Officer	2
		Total	18