Common use of Grievance Redressal Clause in Contracts

Grievance Redressal. i) As per Rule-67 of PPR-14, Procuring Agency shall constitute a Grievance Redressed Committee (GRC) comprising of odd number of persons with proper powers and authorization to address the complaints. The GRCshall not have any of the members of the Procurement Evaluation Committee. The Committee may preferably have one subject specialist depending upon the nature of the procurement in addition to one person with legal background as per their availability to the Procuring Agency. ii) Any Bidder feeling aggrieved can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the Bidding documents found contrary to provision of Rule 33, and the same shall be addressed by the Procuring Agency well before the proposal submission deadline. iii) Any party can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the bidding documents found contrary to provision of Rule 34 and the same shall be addressed by the Procuring Agency well before the proposal submission deadline. iv) Any Bidder feeling aggrieved by any act of the Procuring Agencyafterthesubmissionof his Bidmay lodgeawritten complaint concerning his grievances not later than ten days after the announcement of the Final evaluation reports. In case of single stage - two envelope bidding procedure anybidderfeelingaggrievedfromtechnical evaluation may file a grievance within 5 days of announcementofthetechnicalevaluationreport.After completion of the technical evaluation process, the procuring agency shall immediately upload the technical evaluation report on the website of PPRA and Procuring Agency for obtaining/ receiving grievance petitions from the prospective bidders (if any). v) Incase,thecomplaint/grievance isfiled after the issuance of the final evaluation report, the complainant cannotraise any objection on technical evaluation of the report. Provided that the complainant may raise the objection on any part of the final evaluation report in case where single stage one envelop bidding procedure is adopted. vi) The GRC shall investigate and decide upon the complaint within fifteen days of the receipt of the complaint. Mere factoflodgingofacomplaintshallnot warrantsuspension of the procurement process.

Grievance Redressal. i) As per Rule-67 of PPR-14, Procuring Agency shall constitute a Grievance Redressed Committee (GRC) comprising of odd number of persons with proper powers and authorization to address the complaints. The GRCshall GRC shall not have any of the members of the Procurement Evaluation Committee. The Committee may preferably have one subject specialist depending upon the nature of the procurement in addition to one person with legal background as per their availability to the Procuring Agency. ii) Any Bidder feeling aggrieved can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the Bidding documents found contrary to provision of Rule 33, and the same shall be addressed by the Procuring Agency GRC well before the proposal submission deadline. iii) Any party can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the bidding documents found contrary to provision of Rule 34 and the same shall be addressed by the Procuring Agency GRC well before the proposal submission deadline. iv) Any Bidder feeling aggrieved by any act of the Procuring Agencyafterthesubmissionof Agency after the submission of his Bidmay lodgeawritten Bid may lodge a written complaint concerning his grievances not later than ten days after the announcement of the Final evaluation reports. In case of single stage - two envelope bidding procedure anybidderfeelingaggrievedfromtechnical any bidder feeling aggrieved from technical evaluation may file a grievance within 5 days of announcementofthetechnicalevaluationreport.announcement of the technical evaluation report. After completion of the technical evaluation process, the procuring agency shall immediately upload the technical evaluation report on the website of PPRA and Procuring Agency for obtaining/ receiving grievance petitions from the prospective bidders (if any). v) Incase,thecomplaint/grievance isfiled In case, the complaint is filed after the issuance of the final evaluation report, the complainant cannotraise cannot raise any objection on technical evaluation of the report. Provided that the complainant may raise the objection on any part of the final evaluation report in case where single stage one envelop bidding procedure is adopted. vi) The GRC shall investigate and decide upon the complaint within fifteen days of the receipt of the complaint. Mere factoflodgingofacomplaintshallnot warrantsuspension fact of lodging of a complaint shall not warrant suspension of the procurement process.

Grievance Redressal. i) As per Rule-67 1. RupeeCircle has laid down the appropriate grievance redressal mechanism within the organization to resolve disputes arising in this regard which ensures that all disputes arising out of PPR-14, Procuring Agency shall constitute a Grievance Redressed Committee (GRC) comprising the decisions of odd number RupeeCircle's functionaries are heard and disposed of persons with proper powers and authorization to address at the complaintsnext higher level. 2. The GRCshall not have any Board of Directors shall also periodically review the compliance of the members Fair Practices Code and the functioning of the Procurement Evaluation Committeegrievance redressal mechanism at various levels of management. The Committee may preferably have one subject specialist depending upon A consolidated report of such reviews shall be submitted to the nature Board at periodic intervals. 3. RupeeCircle shall guide the Lender who wishes to lodge a complaint and also provide guidance on what steps can be taken in case the Lender is unhappy with the outcome. 4. After examining the matter, RupeeCircle shall handle / dispose of the procurement matter within such time and in addition to such manner as provided for in its Board approved policy, but in any case not beyond a period of one person with legal background as per their availability to the Procuring Agency. ii) Any Bidder feeling aggrieved can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the Bidding documents found contrary to provision of Rule 33, and the same shall be addressed by the Procuring Agency well before the proposal submission deadline. iii) Any party can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the bidding documents found contrary to provision of Rule 34 and the same shall be addressed by the Procuring Agency well before the proposal submission deadline. iv) Any Bidder feeling aggrieved by any act of the Procuring Agencyafterthesubmissionof his Bidmay lodgeawritten complaint concerning his grievances not later than ten days after the announcement of the Final evaluation reports. In case of single stage - two envelope bidding procedure anybidderfeelingaggrievedfromtechnical evaluation may file a grievance within 5 days of announcementofthetechnicalevaluationreport.After completion of the technical evaluation process, the procuring agency shall immediately upload the technical evaluation report on the website of PPRA and Procuring Agency for obtaining/ receiving grievance petitions month from the prospective bidders (if any). v) Incase,thecomplaint/grievance isfiled after the issuance date of the final evaluation report, the complainant cannotraise any objection on technical evaluation of the report. Provided that the complainant may raise the objection on any part of the final evaluation report in case where single stage one envelop bidding procedure is adopted. vi) The GRC shall investigate and decide upon the complaint within fifteen days of the receipt of the complaint. 5. Mere factoflodgingofacomplaintshallnot warrantsuspension A Grievance Redressal Officer shall be appointed for the redressal of grievances of the procurement processcustomers including the lenders, in connection with any matter pertaining to business practices, lending decisions, credit management and recovery, who would in consultation with senior management officials oversee the Grievance Redressal Mechanism. The name and contact details of the Grievance Redressal Officer shall be displayed on the Website of RupeeCircle and for the benefits of its customers, the same shall also be displayed prominently on the notice board at its branches / offices where business is transacted. 6. If the Lender’s complaint / dispute is not redressed by the Grievance Redressal Officer within a period of one month, the customer may appeal to the Officer-in-Charge of the Regional Office of the Department of Non-Banking Supervision (DNBS) of the Reserve Bank of India (RBI), Mumbai under whose jurisdiction the registered office of RupeeCircle falls. The name and contact details of the Officer-in-Charge of the Regional Office of the DNBS, RBI shall be displayed on the Website of RupeeCircle and for the benefits of its customers, the same shall also be displaced prominently on the notice board at its branches/ offices where business is transacted. 7. The Company shall refrain from interfering in the affairs of the Lender except for the purposes provided in the terms and conditions in this Agreement.

Grievance Redressal. i) As per Rule-67 1. RupeeCircle has laid down the appropriate grievance redressal mechanism within the organization to resolve disputes arising in this regard which ensures that all disputes arising out of PPR-14, Procuring Agency shall constitute a Grievance Redressed Committee (GRC) comprising the decisions of odd number RupeeCircle's functionaries are heard and disposed of persons with proper powers and authorization to address at the complaintsnext higher level. 2. The GRCshall not have any Board of Directors shall also periodically review the compliance of the members Fair Practices Code and the functioning of the Procurement Evaluation Committeegrievance redressal mechanism at various levels of management. The Committee may preferably have one subject specialist depending upon A consolidated report of such reviews shall be submitted to the nature Board at periodic intervals 3. RupeeCircle shall guide the Borrower who wishes to lodge a complaint and also provide guidance on what steps can be taken in case the Borrower is unhappy with the outcome. 4. After examining the matter, RupeeCircle shall handle / dispose of the procurement matter within such time and in addition to such manner as provided for in its Board approved policy, but in any case not beyond a period of one person with legal background as per their availability to the Procuring Agency. ii) Any Bidder feeling aggrieved can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the Bidding documents found contrary to provision of Rule 33, and the same shall be addressed by the Procuring Agency well before the proposal submission deadline. iii) Any party can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the bidding documents found contrary to provision of Rule 34 and the same shall be addressed by the Procuring Agency well before the proposal submission deadline. iv) Any Bidder feeling aggrieved by any act of the Procuring Agencyafterthesubmissionof his Bidmay lodgeawritten complaint concerning his grievances not later than ten days after the announcement of the Final evaluation reports. In case of single stage - two envelope bidding procedure anybidderfeelingaggrievedfromtechnical evaluation may file a grievance within 5 days of announcementofthetechnicalevaluationreport.After completion of the technical evaluation process, the procuring agency shall immediately upload the technical evaluation report on the website of PPRA and Procuring Agency for obtaining/ receiving grievance petitions month from the prospective bidders (if any). v) Incase,thecomplaint/grievance isfiled after the issuance date of the final evaluation report, the complainant cannotraise any objection on technical evaluation of the report. Provided that the complainant may raise the objection on any part of the final evaluation report in case where single stage one envelop bidding procedure is adopted. vi) The GRC shall investigate and decide upon the complaint within fifteen days of the receipt of the complaint. 5. Mere factoflodgingofacomplaintshallnot warrantsuspension A Grievance Redressal Officer shall be appointed for the redressal of grievances of the procurement processcustomers including the borrowers, in connection with any matter pertaining to business practices, lending decisions, credit management and recovery, who would in consultation with senior management officials oversee the Grievance Redressal Mechanism. The name and contact details of the Grievance Redressal Officer shall be displayed on the Website of RupeeCircle and for the benefits of its customers, the same shall also be displayed prominently on the notice board at its branches / offices where business is transacted. 6. If the Borrower's complaint / dispute is not redressed by the Grievance Redressal Officer within a period of one month, the customer may appeal to the Officer-in-Charge of the Regional Office of the Department of Non-Banking Supervision (DNBS) of the Reserve Bank of India (RBI), Mumbai under whose jurisdiction the registered office of RupeeCircle falls. The name and contact details of the Officer-in-Charge of the Regional Office of the DNBS, RBI shall be displayed on the Website of RupeeCircle and for the benefits of its customers, the same shall also be displaced prominently on the notice board at its branches/ offices where business is transacted. 7. The Company shall refrain from interfering in the affairs of the Borrower except for the purposes provided in the terms and conditions in this Agreement.

Grievance Redressal. i) As per Rule-67 There will be three tier system for Grievance Redressal i. District Grievance Redresal Committee, ii. State Grievance Redresal Committee, iii Appellate Authority. a. District Grievenace Redressal Committee - Any complaints against the network hospital about any difficulty in availing treatments/denial of PPR-14treatment/non availability of facilities/ charging money for the opted procedures/packages under BSBY etc., Procuring Agency shall constitute be submitted to the District Collector or CMHO for necessary action or to the call centre at State level. i. The complaints received shall be placed for decision of a District Grievance Redressed Redressal Committee (GRCDGRC) comprising of odd number of persons with proper powers and authorization to address the complaints. The GRCshall not have any of the members of the Procurement Evaluation Committee. The Committee may preferably have one subject specialist depending upon the nature of the procurement in addition to one person with legal background as per their availability to the Procuring Agencyat District level. ii) Any Bidder feeling aggrieved can file . DGRC will get it enquired and dispose off the complaint within 30 days of its written complaint against the eligibility parameters or any other terms and conditions prescribed in the Bidding documents found contrary to provision of Rule 33, and the same shall be addressed by the Procuring Agency well before the proposal submission deadlinereceipt. iii) Any party can file its written complaint . Appeal against the eligibility parameters or any other terms and conditions prescribed in decision of the bidding documents found contrary District Grievance Redressal Committee will lie to provision the State Grievance Redressal Committee within 15 days of Rule 34 and the same decision. The decision of the SGRC shall be final and binding upon both the parties. b. State Grievenace redressal Committee - Any grievance of network hospital against the Insurer or Vice Versa will be addressed to SGRC. i. Any grievance of hospital for empanelment and de-empanelment will be heard in appeal by State Grievance Redressal committee. ii. Appeal against the Procuring Agency well before decision of SGRC shall lie to Appellate Authority. iii. Decision of Appellate Authority will be final and binding upon the proposal submission deadlineboth the parties. iv) Any Bidder feeling aggrieved by any act . Appellant is required to submit a DD of the Procuring Agencyafterthesubmissionof his Bidmay lodgeawritten complaint concerning his grievances Rs. 1000/- in favour of CEO, SHAA payable at Jaipur as fee while submitting appeal to SGRC. Without this appeal will not later than ten days after the announcement of the Final evaluation reports. In case of single stage - two envelope bidding procedure anybidderfeelingaggrievedfromtechnical evaluation may file a grievance within 5 days of announcementofthetechnicalevaluationreport.After completion of the technical evaluation process, the procuring agency shall immediately upload the technical evaluation report on the website of PPRA be entertained and Procuring Agency for obtaining/ receiving grievance petitions from the prospective bidders (if any)no communication will be made to appellant in this regard. v) Incase,thecomplaint/grievance isfiled after the issuance v. Appellant is required to submit a DD of the final evaluation reportRs. 5000/- in favour of CEO, the complainant cannotraise any objection on technical evaluation of the reportSHAA payable at Jaipur as fee while submitting appeal to Appellate Authority. Provided that the complainant may raise the objection on any part of the final evaluation report Without this appeal will not be entertained and no communication will be made to appellant in case where single stage one envelop bidding procedure is adoptedthis regard. vi) The GRC shall investigate and decide upon the complaint within fifteen days of the receipt of the complaint. Mere factoflodgingofacomplaintshallnot warrantsuspension of the procurement process.

Grievance Redressal. i) As per Rule-67 of PPR-14, Procuring Agency shall constitute a Grievance Redressed Committee (GRC) comprising of odd number of persons with proper powers and authorization to address the complaints. The GRCshall GRC shall not have any of the members of the Procurement Evaluation Committee. The Committee may preferably have one subject specialist depending upon the nature of the procurement in addition to one person with legal background as per their availability to the Procuring Porcuring Agency. ii) Any Bidder feeling aggrieved can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the Bidding documents found contrary to provision of Rule 33, and the same shall be addressed by the Procuring Agency well before the proposal submission deadline. iii) Any party can file its written complaint against the eligibility parameters or any other terms and conditions prescribed in the bidding documents found contrary to provision of Rule 34 and the andthe same shall be addressed by the Procuring Agency well before the proposal submission deadline. iv) Any Bidder feeling aggrieved by any act of the Procuring Agencyafterthesubmissionof Agencyafter the submission of his Bidmay lodgeawritten Bid may lodgea written complaint concerning his grievances not later than ten days after the announcement of the Final evaluation reports. In case of single stage - stage- two envelope bidding procedure anybidderfeelingaggrievedfromtechnical any bidder feeling aggrieved from technical evaluation may file a grievance within 5 days of announcementofthetechnicalevaluationreport.announcement of the technical evaluation report. After completion of the technical evaluation process, the procuring agency shall immediately upload the technical evaluation report on the website of PPRA and Procuring Agency for obtaining/ forobtaining/ receiving grievance petitions from the prospective bidders (if any). v) Incase,thecomplaintIn case, the complaint/grievance isfiled is filed after the issuance of the final evaluation report, the complainant cannotraise cannot raise any objection on technical evaluation of the report. Provided that the complainant may raise the objection on any part of the final evaluation report in case where single stage one envelop bidding procedure is adopted. vi) The GRC shall investigate and decide upon the complaint within fifteen days of the receipt of the complaint. Mere factoflodgingofacomplaintshallnot warrantsuspension fact of lodging of a complaint shall not warrant suspension of the procurement process.