6. Initial assessment of complaints:
All the complaints on receipt are analysed and sorted as per the following procedure:
a) The complaints are filed if the same are vague or do not contain verifiable facts.
b) If the complaint is anonymous or pseudonymous, it will generally be filed after the approval of CVO. In exceptional cases where verifiable facts are provided, the complaint can be used as a source of information, after the approval of CVC.
c) In case a complaint has been received by a Vigilance Officer, he will forward the same to CVO for further orders.
d) Complaint received from CVC under “Public Interest Disclosure & Protection of Informer” will be dealt with as prescribed in time bound manner.
e) All complaints received from CVC will be replied to, giving the status, within 30 days and investigation will be completed in 90 days.
f) After registration of the complaint, requisite investigation will be carried out as per laid down procedure.
g) Acknowledgement will be issued in respect of complaints taken up for investigation.
7. Auditing of Complaint handling process:
CVO will once in a year audit complaint-handling process.
8. Review of complaint handling process:
The status of pending complaints / action taken on complaints will be reviewed by the CVO every month.
9. Complaint tracking
All registered complaints will be monitored by the CVO through the monthly report, from the date of initial receipt through the entire process, till the complaint is closed or a final decision is taken.