IST : 06:06:39 Saturday, January 18, 2020

CITIZENs CHARTER Excellence in Public Service Delivery

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Citizens are stakeholders with significant impact and influence on the Company ranging from customers, vendors, investors, alliance partners, Government to society at large.

MMTC's Citizen's Charter deals with Citizens' Service Delivery, by managing good product and service delivery, and building its own capacity to continuously improve delivery through feedback mechanism.


1. Scope of Citizen’s Charter

The charter manifests our potential to persistently provide quality products and efficient and responsive services that meet requirements of our Citizens with applicable legal, statutory and regulatory requirements. It aims to enhance Citizens’ satisfaction and to continually improve our products and service delivery process.

2. General Information about MMTC


Established in 1963, MMTC, with an annual turnover of around `688545 Million during 2010-11, is India’s largest international trading company and the first Public Sector Enterprise to be accorded the coveted status of "FIVE STAR EXPORT HOUSE" by Govt of India for its long standing contribution to exports. MMTC is the largest non-oil importer in India and deals in export/import of bulk commodities e.g. minerals, non-ferrous metals, fertilizers, coal, hydro carbon and bullion. MMTC's diverse trade activities encompass Third Country Trade, Joint Ventures, Link Deals - all modern day tools of international trading. Its vast international trade network spans almost in all countries in Asia, Europe, Africa, Oceania and Americas, giving MMTC a global market coverage. It has wide network of offices, field offices, port offices across all States of India besides a wholly owned subsidiary company in Singapore and a trading office in Johannesberg.


As the largest trading company of India and a major trading company of Asia,MMTC aims at improving its position further by achieving sustainable and viable growth rate through excellence in all its activities, generating optimum profits through total satisfaction of shareholders, customers, suppliers, employees and society.


• To be a leading International Trading House in India operating in the competitive global trading environment, with focus on "bulk" as core competency and to improve returns on capital employed.

• To retain the position of single largest trader in the country for product lines like minerals, metals and precious metals.

• To promote development of trade-related infrastructure.

• To provide support services to the medium and small scale sectors.

• To render high quality of service to all categories of customers with professionalism and efficiency.

• To streamline system within the company for settlement of commercial disputes.

• To upgrade employee skills for achieving higher productivity.


3. Objectives

The objective of the Citizen’s Charter of MMTC is to ensure Citizen oriented focus across all its processes by adopting Excellence enabler for improvement of products and services by effective Citizen Communications Channels and manifesting transparent and open business operations.

4. Corporate Commitment

MMTC is totally committed to a transparent and streamlined public service delivery through excellent governance by meeting expectations of Citizens and to communicate to them our critical policies in order to make the service delivery process more efficient. For achieving this, we shall strive towards the following Commitments:

• Provide quality products/services according to the specifications and standards stipulated by stated norms.

• Ensure delivery of our products/services as per agreed terms and delivery schedule.

• Build world class Human Resource by need- based functional and behavioral training to employees at all levels;

• Committed to fulfilling the Citizens’ requirements and to rise to their expectations and beyond;

• Timely redressal of Citizens grievances adhering to stipulated mechanism.

5. Expectations from the Citizens

MMTC perceives the following expectations from various categories of Citizens:-

• Full participation in periodical reviews and financial commitments.

• Indicate realistic & reasonable schedule and make prompt payment.

• Comply with product/service instructions & timely maintenance procedure.

• Supply complete and correct information to enable correct decision making.

• Adhere to fair, transparent and consistent trade practices/code in financial dealings.

• Compliance with terms of agreement/memorandum of understanding .

• Strict adherence to time and delivery schedules as per tenders or purchase orders.

• Appreciation of services delivered under the corporate social responsibility, corporate sustainable development policy and environment policies.

• Increased use of the feedback mechanism under the Citizen’s charter in order to assist the company to incorporate better service standards.

• Partner in Integrity Pact.


Based upon their impact and influence on MMTC, the various categories of Citizens have been identified as following:

• Government

• Bankers

• Shareholders

• Customers

• Vendors and suppliers

• Society

• Contractors

• JV -Alliance/ Partners .

• Citizen of India

6. Service Delivery Process

The existing Citizen Management process comprises a four step model drawing on the elements of the Sevottam model –

•  Identification of Citizens by each Division

•  Identification of Service/ Product delivered to Citizen

•  Identification of Standards set for each Service/ Product

•  Setting a feedback mechanism for measuring satisfaction with service/ product standards and remedial action.

7. Policies of the Company

Based upon the identification and management of stakeholders, a comprehensive set of policies has been adopted by MMTC in order to meet their expectations. Details of policies have been given in Annexure I.

8. Feedback Mechanism

MMTC endeavours to issue a prompt acknowledgement and redress complaints of its Citizens. The Citizen may lodge his/her complaint either by an ordinary letter or even on telephone at nearest contact points, not necessarily the exact point of delivery. In case of telephonic complaint, the concerned executive or the executive attending the telephone call, shall request the Citizen to furnish detailed information to facilitate immediate settlement of the complaint.

9. Time frame for settlement of Citizen’s Grievances:


Forwarding of the grievance petition to the concerned authority

2 days


Issue of acknowledgement/interim reply

5 days


Final reply to the petitioner

3 weeks

10. Review of the Citizen’s Charter and Service Delivery

The Charter shall be reviewed annually based on the experiences and feedback received from Citizens. This review shall include assessing opportunities for improvement and the need for changes, including service quality policy and objectives.

11. Nodal Officer for proactive Action regarding the Citizen’s charter

Mr. V K Pandey,
Chief General Manager (P)
Phone: 91-11-24360676
E-mail : vkp[at]mmtclimited[dot]com

12. Contact details of Senior officials of the company are available. (Click here)

MMTC Policies

Annexure I


MMTC adopted Corporate Social Responsibility (CSR) as a structured policy in September, 2006. Subsequently, Department of Public Enterprises (DPE) vide their Office Memorandum dated 9th April, 2010 issued detailed guidelines on CSR which were adopted.

MMTC’s tagline, “Touching Lives, Adding Value” aptly summarizes our Corporate Social Responsibility Policy (CSR), as a socially responsible corporate citizen, its responsibilities extend beyond the financial performance to social performance by adapting to the new climate of community accountability.

The scope of MMTC CSR includes socio-economic, environmental and cultural upliftment activities other than those statutory in nature and also welfare activities in the areas nearby MMTC operations especially backward areas. The focus is on Community.

MMTC has implemented CSR in right earnestness, with dedication and commitment. During last 5 years, MMTC has taken up number of CSR activities in diverse fields of:

 Infrastructure development

• Promotion of literacy

 Primary health care

 Community activities – Relief and restoration in times of natural calamities.

 Promotion of afforestation especially in mining areas.

 Construction of Check dams and water conservation projects

 Supplementing development programmes of Government

With a view to make MMTC CSR Policy sustainable, its activities are based on Core Competency, Community and Business Associates having multi stakeholders approach, adding value to the bottom line and also execute CSR objectives on the ideals of social justice without discrimination.

MMTC is a member of Global Compact Society, India and an active member of Global Compact of United Nations. These bodies provide a forum to various Indian companies to exchange experiences, network and work together on activities related to CSR. We at MMTC attach great importance to ethical work practices and support the principles of UN Global Compact.


Annexure II

Public Grievances Redressal Mechanism has been functioning in MMTC since 1999.

1. Objectives:

The objective of the Scheme is to establish a public service of quality, efficiency, integrity, effectiveness and transparency.

2. Scope:

 Identification of areas susceptible to corruption and/or grievance generation, with the aim of identifying wrong doers and improving processes and systems.

 Analyze the nature and causes of grievances with the aim of identifying systemic deficiencies in rules, regulations, policies, instructions, work practices and procedures, and effecting systemic changes to remove/correct these deficiencies.

3. Procedure for Public Grievances Settlement:

 The officers designated to function as Public Grievances Officer at Corporate Office and at Regional Offices shall set aside two hours every Wednesday from 1500 hours to 1700 hours for receiving and hearing public grievances. In case Wednesday happens to be holiday, the subsequent working day shall be treated as the day for hearing and disposal of grievances.

 The name of PGO, their phone numbers and time of hearing grievances shall be prominently displayed in the reception area of the office and MMTC website.

 The PGO shall analyze public grievances so received to help identification of the problem areas in which modification of policies and procedures could be undertaken with a view to making delivery of services easier and more expeditious.

 Deal with every grievance in fair, objective and just manner and issue reasoned speaking reply for every grievance received.

 No grievance shall be rejected without having been examined in detail.

 The public grievance received shall be disposed off within 30 working days from the date of receipt.

 Receipt of each grievance shall be acknowledged within 10 days of receipt indicating the name, designation, and telephone number of the officer processing the case.

 The number of grievances received and disposed off during the month shall be maintained in a register in each regional office as well as at Corporate Office and tabulated as per format enclosed and forwarded to Nodal Officer at Corporate Office by 7th of the following month for onward submission to the Department of Commerce, Ministry of Commerce & Industry, Govt. of India.

4. Review:

To ensure meaningful review of the performance of public grievances redressal mechanism, the grievances received and disposed off will be reviewed on quarterly basis at the level of CGM/GM In-charge of the Zone/Region. Likewise at Corporate Office quarterly review will be conducted by GM/CGM (Personnel). The half-yearly review of public grievances shall be conducted at the level of Director (P) who will function as the Director, Public Grievances. Directory of officers handling Public/Employees grievances is available. (Click Here)


Annexure III