(1) The receipt and disposal of all grievances shall be recorded in a Complaint Register in Form B.
(2) He will verify whether there is a prima facie substance in the complaint to proceed in the matter.
(3) If the nature of the complaint necessitates enquiry or spot verification, it shall be completed with the help of the Nodal Officials or other officials as may be decided by the District Grievance Redressal Officer and necessary action to address the grievances shall be taken.
(4) If he is satisfied that there is prima facie ground to proceed in the matter, he shall issue a notice to all parties in the case by fixing a date, time, place for the hearing.
(5) Notice may be sent through SMS, phone calls, what’s app along with other routine modalities including but not limited to post and fax.
(6) On the date fixed for hearing, the District Grievance Redressal Officer shall hear the parties and take such evidence as may be adduced by the parties.
(7) If, on the date fixed by the District Grievance Redressal Officer, the complaint or his authorized representative is absent, the District Grievance Redressal Officer shall dismiss the complaint.
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(8) If, on the date fixed by the District Grievance Redressal Officer, the defending party is absent, the District Grievance Redressal Officer shall proceed to enquire the matter ex parte and decide accordingly.
(9) The District Grievance Redressal Officer may, at the request of the parties or suo motu, adjourn the proceedings to some other date with or without cost.
(10) After the enquiry, the District Grievance Redressal Officer shall pass a reasoned order.
(11) The orders of the District Grievance Redressal Officer shall be available for inspection by any person.
(12) The District Grievance Redressal Officer shall have all the powers of a civil court while trying a suit under the Code of Civil Procedure, 1908 (5 of 1908), and in particular, in respect of the following matters; namely,—
(a) summoning and enforcing the attendance of any person and examining him on oath;
(b) discovery and production of any document;
(c) receiving evidence on affidavits;
(d) requisitioning any public record or copy thereof from any court or office;
and
(e) issuing commissions for the examination of witnesses or documents.