Streamlining Export Grievances in India: The Launch of 'e-SAMADHAAN' Portal

Circular No. PUBLIC NOTICE NO. 73 / 2023 - Dated: 25-8-2023 - Launch of ‘e-SAMADHAAN’ portal for redressal of grievances pertaining to exports - reg.

This Public Notice from the Office of the Commissioner of Customs (NS-IT) at Jawaharlal Nehru Custom House, Nhava Sheva, Maharashtra, announces the launch of the 'e-SAMADHAAN' portal. This portal is designed for the redressal of grievances related to exports, addressing issues faced by exporters and customs brokers.

Key Issues and Findings:

1. Grievance Handling in Exports: The Custom House receives numerous grievances from exporters and customs brokers through various modes, including letters, emails, and personal visits. These grievances primarily arise due to a lack of precise information available to stakeholders.

2. Launch of 'e-SAMADHAAN' Portal: To streamline and effectively address these grievances, the 'e-SAMADHAAN' portal has been introduced. This online portal, accessible through the Jawaharlal Nehru Custom House website, aims to provide stakeholders with information related to exports, including a section for Frequently Asked Questions (FAQs).

3. Grievance Redressal Mechanism: If the information provided in the FAQs is insufficient, stakeholders can raise their grievance on the portal. The concerned section of the NS-II (Export) Commissionerate is committed to addressing these grievances within 48 hours. In cases where external agency intervention is required (e.g., DGARM, GST Commissionerate, Directorate General of Systems), an interim reply with a timeline for issue resolution is provided.

4. Limitations of the Portal: The information on the 'e-SAMADHAAN' portal is meant for public facilitation and cannot be used for legal purposes. While efforts are made to ensure accuracy and currency, the Jawaharlal Nehru Custom House does not hold itself liable for any legal or other consequences arising from the use or misuse of the information provided.

5. Call for Optimum Utilization and Feedback: Stakeholders are encouraged to use this facility for grievance redressal and are welcome to provide suggestions for improving the functionality of the portal.

6. Reporting Difficulties: Any difficulties in implementing the provisions of this public notice can be reported to the Commissioner of Customs, NS-II JNCH, Nhava Sheva.

Implications and Impact:

The launch of the 'e-SAMADHAAN' portal is a significant step towards improving the efficiency and transparency of grievance redressal in the export sector in India. By providing a dedicated online platform for addressing grievances, it aims to reduce the time and effort required for exporters and customs brokers to resolve their issues. This initiative is likely to enhance the ease of doing business and streamline export-related processes, contributing positively to the overall trade environment in India.

Full Text:

Circular No. PUBLIC NOTICE NO. 73 / 2023 - Dated: 25-8-2023 - Launch of ‘e-SAMADHAAN’ portal for redressal of grievances pertaining to exports - reg.

Dated: 16-1-2024