IST : 08:52:11 Friday, February 28, 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


The MMTC Employees Grievance Redressal Procedure 1999 has been revamped with an objective to provide formal machinery for settlement of grievances and to settle the grievance of the employee in the shortest possible time. The revised scheme came into force with effect from 1st October, 2008.


The objective of the scheme is to provide a systematic mechanism in the organization for expeditious redressal of grievances of employees of the company leading to increased satisfaction and consequently in improved productivity and efficiency.


The Scheme covers all regular employees of the Company except officers who are one Grade below the Board level who can take up their grievance{s} directly with the Director concerned or CMD.


A grievance for the purpose of this scheme would mean a grievances relating to any individual employee arising out of the following:-

• Increment

 Recovery of dues

 Working condition

 Allotment of quarter




 Pay fixation

 Medical facility

 Interpretation of Rules


[i] STAGE – I

An aggrieved employee shall take up his grievance[s] orally with his immediate superior who will give a personal hearing and try to resolve the grievance at his level within a week.


Any employee having a grievance in relation to the areas specified at Clause 4 can give in writing, in prescribed Form – I, the details of the grievance to the designated Employee Grievance Officer at Corporate Office / Regional Office. The Officer at the level of Sr. Manager/Manager[P}/IR) at Corporate Office and Regional Offices shall be nominated as Employee Grievance Officer. The grievance shall be received and acknowledged by the designated Employee Grievance Officers. Thereafter the Grievance Officer will examine and take up the matter with the concerned Sectional/ Divisional Head in writing collect the information and shall furnish reply within 10 days of receipt of the grievance to the concerned employee.

[ii] STAGE – II

In case, the employee is not satisfied with the reply received from the Employee Grievance Officer or fails to receive any reply within the stipulated period, he / she may present the case to the Grievance Committee at C.O. / Regional Office in writing in Form – II indicating non receipt of reply or the reasons as to why he / she is not satisfied with the reply received from Grievance Officer. The Grievance Committee shall examine the grievance and the decision of the Committee shall be communicated by the Member Secretary within 3 weeks from the date of receipt of the grievance, Minutes of the proceedings of the committee will be maintained. In case the employee is not satisfied, he/she can appeal to the APEX Committee at C.O. within 10 days of receipt of the communication. Similarly, if the Grievance Committee at C.O. / R.O. considers and is of the opinion that the grievance requires to be examined at APEX level, the grievance must be forwarded to the Corporate Office within 10 days of its meeting along with the minutes of the meeting and the reason for dealing at APEX level.

The Grievance Committee at C.O. shall consist of CGM{P} / GM{P}, GM/DGM Finance looking after Personnel and one officer of the level of CGM/GM from Commodity Division as Members. The GM / DGM looking after I.R. shall be the Member Secretary. At Regional Office level, the Committee will be headed by the Regional In charge and shall include Head of Finance, Head of Commodity Division as Members. The Head of Personnel Division at R.O. shall be the Member Secretary. The tenure of the Committee shall be for two years from the date of its constitution and shall be notified from time to time for wider circulation.


The APEX Committee shall consist of Director(P), Director{F] and one Director{Marketing}, to be nominated on rotational basis after a period of one year. CGM{P} / Divisional Head of Personnel at C.O. shall be the Member Secretary. The Committee shall examine the grievances within one month of receipt and take a decision on the grievance of the employee. The decision of the APEX Committee shall be final and binding. The decision of the APEX Committee shall be communicated by the Member Secretary to the concerned employee within 15 days of the decision being taken.

The APEX Committee may give a personal hearing to the concerned employee in case he / she desires and where the Committee is of the opinion that a personal hearing would facilitate resolving the grievance.


 The employee shall take up his / her grievance immediately and in any case within a period of three months of its occurrence.

 Any aggrieved employee may seek assistance from a co-employee working in the same Regional Office / C.O. where the aggrieved employee is working.

 An interim reply along with reasons for delay, if any, shall be given to the aggrieved employee if the final reply is likely to be delayed at any stage.

 The Grievance Committee at C.O. / R.O. should meet at least once in a month if there is any agenda for consideration.

 The Grievance Committee shall also periodically analyse the grievances based on which recommendations are to be made for review / modifications of rules / procedures / policies.

 The Grievance Committee / APEX Committee may, if deemed necessary, co-opt any employee from any of the R.O. / Divisions at C.O.

 The resolution / redressal of grievances will be carried out within the framework of the rules and policies approved by the Board / CMD.

 No aggrieved employee will take up his grievance through channels other than provided for in the Scheme either during the pendency of his / her grievance in any of the above stages or without first completing the recourse to the provisions of the Scheme.

 If the grievance arises out of an order of the management, the said order shall be complied with first before the employee concerned invokes the procedure laid down hereinabove for redressal of his grievance.

 Representations received from any employee against the decision taken by the previous Committee shall not be entertained and the grievances already decided and settled shall not be reopened by the new Committee.

 All grievances shall be entered in a separate register at C.O. and the R.O.’s and the number should be allotted to each grievance and shall be duly acknowledged.

 Each R.O. shall send a Half Yearly report on all grievances and action taken to C.O. Personnel Division in a prescribed format to be developed by Corporate Personnel Division. The Personnel Division, C.O. shall submit an Annual Report to the CMD of all the grievances received and action taken.

 The Scheme will be reviewed from time to time. The Chairman and Managing Director may approve, amend, modify the scheme at his sole discretion.

Directory of officers handling Public/Employees grievances is available.  (Click Here)

Right To Information Act, 2005 -

Annexure IV


The objective of the RTI Act is to bring in fairness and transparency in the governance and enable the citizens of the country to have access to the information which are in existence and available in material form, thereby expedite the process of disposal of the requests within the time schedule.


The scope of this Act is that every citizen through this Act obtains the information required by him from the authorities concerned and in mitigating his grievances and to know the status of action taken on the matter for his knowledge and information. This Act is the only Act of the Government which is citizen friendly and paves way for meeting the citizens’ requirement in the democratic set up.

RTI Officers:

In MMTC , we have an Appellate Authority, One Transparency Officer, One Nodal Central Public Information Officer, 18 Public Information Officers and 13 Assistant Public Information Officers. The names of the officers are shown in the list enclosed. In terms of Section 4 of the RTI Act, MMTC has put in its Website proactive disclosures of information which is updated periodically. Names and contact details of PIOs are available.   (Click Here)

Visitor Number : 0018172668
Last Updated on 27-02-2020