CITIZEN’S CHARTER
OF THE DEPARTMENT OF INDUSTRIES, GOVERNMENT OF KERALA

Vision 2010

Our vision is for Kerala to become an advanced and globally competitive State within the next decade, with industries and services as its twin engines of growth.

We should be an economy where the basis for competitiveness will be the intellectual capital and capability to absorb, process and apply knowledge. We should have a strong technological base both in public and private sector and a vibrant  entrepreneurial culture that thrives on creativity, nimbleness and good business sense. To develop into a competitive economy, Kerala should be attractive to global talent and investment.

Industries should remain an integral component of the State economy, with capabilities in the entire manufacturing value chain, from R&D and design to marketing and sales. At the same time, Kerala should also develop into the premier service hub in India with a global orientation.

Kerala should build successful partnerships with foreign firms, strengthen domestic capabilities and forge strategic linkages. Successful public sector and private sector  should be nurtured into world-class companies. The industrial work force should be cost-competitive, motivated, and highly productive with world-class capabilities in industrial and business management, technology, R & D, production and services, and international market development.

1. Who we are

The Department of Industries & Commerce is a Department of the State Government of Kerala, India.

2. What we do

We are accountable to the Legislative Assembly of Kerala through the Minister for Industries.  We address issues affecting Industries and Commerce in the State. We provide quality analysis and policy advice to the Government and deliver programs on its behalf that aim to:

• Provide employment and improve prosperity and well-being of the State through promotion of industries;

• create an investor friendly industrial climate in the State;

• create necessary infrastructure to promote industries;

• provide technical  and financial support to public sector industrial enterprises;

• improve the competitiveness of our industrial and business concerns by providing training to the new and existing entrepreneurs;

• foster excellence in Industrial and Commercial activities;

• maximize the benefits from research and innovation through industry varsity linkages;

• increase productive industrial investment in the State of Kerala;

• ensure sustainable management of our natural resources for industry; and

• facilitate market access for business establishments of Kerala;

• co-ordinate activities of various departments to provide single window clearance for new industries and businesses;

3. We cater to

We cater to all citizens, particularly those who are; or involved in:

• Potential and existing entrepreneurs irrespective of size of enterprise;

• Industries, including Industrial associations and individual units;

• Business, including business associations and individual businesses;

• Industrial research institutions and training centers;

4. What you can expect from us

We are committed to providing prompt, quality, cost effective services which satisfy the needs of our citizens.

We place a high value on:

• being fair and impartial;

• being honest, ethical and professional;

• being helpful, courteous and considerate;

• acting with care and diligence;

• listening to what you tell us;  and understanding and responding to what you tell us.

Recognizing the diverse needs of our citizens,  we will:

• improve access for those with particular needs;

• require our documents and procedures to be simple;  and ensure transparency in our dealings and making all public information easily accessible.

We will keep you informed through:

• our programs and services using a wide range of mediums including an Internet website (http://www.keralaindustry.org/);

• our Malayalam magazine ‘Vyavasaya Keralam’

• responding promptly to your questions and queries with accurate information through our information centers in

(i)              Directorate of Industries and Commerce; and in all District Industries Centres.

(ii)             Directorate of Coir Development

(iii)            Directorate of Handloom Development and

(iv)            Electronic enquiry counter available at http://www.keralaindustry.org/

5. Our service standards

Our effort will be to provide the highest service standards to our citizens.
You can measure our performance against the following standards.
When developing policy, we shall:

• consult widely;

• seek the advice of experts and persons of repute in the respective fields.

• provide reasonable timeframe for you to respond to the new policy proposals;

• explain the policy process  and ensure that our contribution to policies is balanced and relevant to the Government's broader economic and social objectives.

• ensure transparency of all stages

When policy decisions have been made, we shall:

• provide information to our citizens about decisions that affect them; and

• consult all concerned during the implementation of decisions.

• implement a feedback mechanism to gauge and correct policy implementation.

When administering programs, we shall provide:

• clear, accurate, ongoing advice and information;

• fair, unbiased treatment;

• an explanation of our decisions; and

• opportunities for you to provide feedback on our decisions and the quality of our service.

If you contact us, we shall:

• answer and respond to your requests, suggestions, questions and queries promptly;

• provide accurate and relevant information.

If we are not able to respond to you immediately, we will provide you with details where relevant information will be available.

6. How you can help us

To help us provide you with quality service, we need you to:

• provide information that is easily understood, accurate and as complete as possible;

• allow adequate time for us to respond to requests; and

•  provide feedback on our performance.

7. How to give us feedback

We welcome your comments on how successful we are in achieving the standards set out in this Charter.  Feedback, including compliments, suggestions and complaints, is important to us as it helps us adjust our practices to improve our service.

Should you wish to provide us with feedback, including any complaints about our service, you should first contact the staff member with whom you have been dealing. 

If you wish to take the matter further, then you could talk to the staff member's, superior officer or even the head of the concerned office.

If  you  have  a  compliment, we  will ensure  the  relevant  staff  receives  recognition. 
If you have a suggestion, we will ensure the relevant staff receives it for consideration.
If you make a complaint, we will:

• make sure that the complaint reaches the right person straight away and that the customer knows who is dealing with them;

• investigate the complaint thoroughly to provide a speedy remedy when we are at fault and to prevent it happening again;  and

• keep you informed about our progress in resolving the matter.

If you are still unhappy, you may take your complaint to:

Principal Secretary (Industries)
Secretariat
Thiruvananthapuram – 695 001
Phone 91 471 2325239 / 2518549
Fax 91 471 2325239
Email bureau@vsnl.com 

8. Checking our performance

We will evaluate our services against the standards we have set in this Charter to see if we are meeting those standards.  We will periodically review the standards in the Charter to ensure continuous improvements in service delivery.

The Charter will be independently reviewed at least once in every three years.  We invite comments from customers and the general public, to review procedures.  A copy of the Charter is located on our internet site at http://www.keralaindustry.org/

9. How you can contact us

The Industries Department is located in Thiruvananthapuram at the following address:

Principal Secretary (Industries)
Secretariat Thiruvananthapuram – 695 00,1 Kerala,
IndiaPhone 91 471 2325239 / 2518549 , Fax  91 471 232539 E-mail bureau@vsnl.com

Other important offices of the Industries Department and their addresses are given below:

i)       For SSI Sector and for incentives.

Directorate of Industries & Commerce
Vikas Bhavan, Thiruvananthapuram – 695 033
Kerala, India
Phone 91 471 2302774 Fax  91 471 2305493
Email tvm_dindust@sancharnet.in

ii)     For Coir Development

Director of Coir Development
Nandavanam, Palayam
Thiruvananthapuram, Kerala, India
Phone: 91 471 2324287,Fax: 91 471 2322046

iii)  For Handloom Development

Director of Handloom and Textiles
Vikas Bhavan, Thiruvananthapuram – 695 033
Kerala, India
Phone: 91 471 2303427,Fax: 91 471 2303427

iv)   For Mining and Geology

Director of Mining and Geology
Kesavadasapuram, Thiruvananthapuram
Kerala, India
Phone 91 471 2447429,Fax: 91 471 2447429

v)     For Medium and Large Scale Industries

Managing Director
Kerala State Industrial Development Corporation
Kowdiar, Thiruvananthapuram
Kerala, India
Phone: 91 471 2318922,Fax: 91 471 2315893
E-mail ksidc@vsnl.com ,Website http://www.ksidc.org/

vi)   For General issues:

General Manager
Kerala Bureau of Industrial Promotion
Sasthamangalam, Thiruvananthapuram
Kerala, India
Phone: 91 471 2311882, Fax: 91 471 2311883
E-mail bureau@vsnl.com

vii)For Industrial Infrastructure

Managing Director
Kerala  Industrial Infrastructure Development Corporation
KINFRA House, TC 14/1026
Vellayambalam, Thiruvananthapuram
Kerala, India
Phone 91 471 2324285,Fax: 91 471 2324473
E-mail kinfra@giasmd01.vsnl.net.in ,Website http://www.kinfra.com/

viii)          For Export Related Consultation

Member Secretary
Kerala Export Promotion Council
T.C. 15/1399,’Karthika’, Tagore Nagar, Cotton Hill Road
Vazhuthacaud , Thiruvananthapuram – 695 014
Kerala, India
Phone: 91 471 2323032,Fax; 91 471 2323058
E-mail kerexil@md3.vsnl.net.in

ix)   For I.T. Industry

Chief Executive Officer
Technopark, Thiruvananthapuram
Kerala, India
Phone 91 471 2417222, Fax: 91 471 2417971
E-mail technopark@vsnl.com, Website http://www.technopark.org/