REVISED MODEL CITIZENS’ CHARTER.
The State Food & Civil Supplies department has adopted a
Revised Model Citizens’ Charter issued by the Ministry of Consumer
Affairs, Food & Public Distribution, Department of Food &
Public Distribution, Govt. of India for effective, hassle free
implementation of the TPDS in the state and to enable the eligible
citizens to get their entitlements under the TPDS.
The model citizens’ charter is as follows : -
Chapter – 1
STREAMLINED FUNCTIONING OF TPDS FOR ENSURING FOOD SECURITY TO
WEAKER SECTIONS OF SOCIETY
I. Charter of State Government/UT Administrative:
The Government of Arunachal Pradesh views the Targeted Public
Distribution System (TPDS) as an important constituent of a strategy
for ensuring food security of the targeted population by ensuring
availability of monthly quota of food grains to them as per entitlement.
The Government is committed to implement the TPDS to the best
advantage of the beneficiaries with full transparency, and efficiency
of operations and accountability of authorities implementing it.
At present TPDS benefits the poorest of the poor identified
families under the Antyodaya Anna Yojana (AAY) and other population
living below the Poverty Line identified as such within the over
all norms approved by the Department of Food and Public Distribution,
Government of India. As regards people above the poverty line,
the benefits under TPDS are restricted as per instructions issued
from time to time.
III. Lists of BPL families and identification of AAY families.
The State Govt. has been given the responsibility to formulate
suitable guidelines for issuing ration cards to eligible families
living below the Poverty Line, including the AAY families, as
per the norms approved by the Government, regarding the total
estimated number of the targeted BPL families. The State Governments,
Gram Sabhas, and other authorized local representative bodies
shall finalize the lists of beneficiaries belonging to BPL category,
including the AAY families, drawn up by the designated authorities
in respect of the area under their respective jurisdiction. Care
will be taken to ensure that the upper limits prescribed on number
of such families are not exceeded.
IV. Issue of ration cards:
The criteria prescribing eligibility and procedure for issuance
of ration cards will be widely publicized and made available to
all citizens on demand. Receipt of application for ration card
will be duly acknowledged. The acknowledgement will indicate the
date on which the ration card can be collected, provided all the
required information has been correctly given. The ration card
holders will be suitably advised and guided regarding the Fair
Price Shops at which they could register for obtaining supplies.
The names, designations, telephone numbers and addresses of
officials, to whom grievances/complaints relating to delay or
rejection of applications for ration cards could be addressed
will be prominently displayed at the concerned office premises.
All grievances/complaints and other correspondence will be duly
registered and acknowledged on the spot, if given in person or
within 7 days by post. Whenever possible, computerized information
system will be introduced to ensure efficiency and effective follow
up and disposal of grievances and complaints.
Issuance of BPL/AAY cards will be as per procedure prescribed
and the total number of AAY/BPL cards shall not exceed the limit
prescribed. Separate cards of distinctive colours will be issued
to families belonging to the APL, BPL and AAY categories.
The State Government shall ensure periodical checking of ration
cards to eliminate bogus ration cards and also take stern action
against persons found guilty of misusing the TPDS benefits. A
time limit for making any additions or deletions in the ration
cards will be drawn up by the State Governments as per the chart
given below : -
Item of work Time Limit * Authority to effect changes.
1. Inclusion/Deletion of family/ members by representation to
Area Rationing Office) Within seven days DF&CSO in the district
Hqs and local Administrative Officer in case of outstation.
2. Change in address within jurisdiction of the same FPS Same
as above Same as above
3. Change in Address including change in FPS. Seven working days
Same as above
4. Issuance of surrender certificate on transfer of family to
other city or otherwise. Two working days Same as above
5. Issuance of new ration card within the State (with surrender
certificate) Seven working days Same as above
6. Issue of new ration cards in case of change of State (with
surrender certificate) Two weeks Same as above
V. Scale of issue and issue prices:
The Central Government shall make food grains available to the
State Governments for distribution under the TPDS at such scales
and prices as decided by the Government from time to time. The
quantities of food grains to be supplied per family and issue
prices as decided by the State Government for distribution to
the eligible consumer households would be made available/known
to the public through various means, including display on internet
websites. These shall be invariably displayed at all FPSs.
The procedure for distribution of food grains by the Food Corporation
of India (FCI) and the State Governments or their nominated/designated
agencies shall be publicized widely for knowledge of the general
The FCI shall ensure physical delivery of food grains of fair
average quality to the State Governments/UT Administrations for
distribution under TPDS as per the allocations made by the Central
Government within one week of the receipt of payments from the
State Governments/UT Administrations. On getting the allocation
of food grains from the Central Government, the State Government/UT
Administration shall issue district-wise allocation orders authorizing
their agencies/corporations to draw food grains from the FCI and
ensure delivery of the same to the Fair Price Shops. In addition
to State and District Offices of State Deptt. of Food & Civil
Supplies, the district wise allocation shall also be published
on the website of the State Govt. and those of the districts,
if available. In the event of FCI not being able to deliver the
food grains within a week, reasons for the same and the approximate
time by which the food grains shall be delivered will be communicated
to the State Govt.
The distribution system would be made transparent. State Governments/UT
Administrations shall make information available to the public
about various storage points/ godowns from where the food grains
are lifted and sent to the FPS. This would include the godowns
owned by State Civil Supplies Corporations or any other intermediaries/
nominees/ wholesalers. At each delivery point, samples of food
grains meant for distribution under TPDS alongwith the quantity
in stock shall be made available for scrutiny by any stakeholder
(local citizens and their representatives). Stakeholders should
be provided with an opportunity to inspect the sample on an appointed
day of the week. A time of two hours should be earmarked on that
day for such inspections.
The District Civil Supplies Office shall send copies of allocation
orders to all the Fair Price Shops as well as to the Gram Panchayants/Nagar
Palikas/Vigilance Committees/ and any other body nominated for
monitoring the functioning of the Fair Price Shops. The details
of allocation should be made available on the websites identified
for the purpose (preferably at the district level).
VII. Quality of food grains:
Joint sampling will be done by representatives of State Government
and officials of FCI before issue of food grains from FCI godowns.
Wherever any State Government is not able to send a representative
for joint sampling. FCI may issue the food grains after observing
the necessary formalities to avoid delay.
FCI shall issue to the State Government/UT Administrations sealed
samples of the stocks of food grains supplied to them (a sample
will be retained by FCI Office/godown also for a period of two
months from the date of its issue) for distribution under the
TPDS at the time of dispatch. The concerned State/UT Governments
shall exercise necessary checks to ensure that full quantity lifted
by them reaches their godowns and the fair price shops. They will
also ensure that the stocks are not replaced by inferior quantity
stocks during storage, transit or at any other stage in the distribution
VIII. Fair Price Shops:
The TPDS functions through a network of Fair Price Shops. The
procedure for issue of licenses or authorization to the FPS for
distribution of essential commodities under the PDS shall be clearly
laid down by the State Government. The license will clearly indicate
the period for which the license is valid. The State Government
would also indicate the responsibilities and duties of the FPS
owners which would inter-alia include (i) Sale of essential commodities
as per the entitlement of ration card holders at the retail issue
price fixed by the concerned State Government/UT Administration
under the TPDS, and (ii) display of all information on a Notice
Board at a prominent place in the shop regarding (a) number of
APL, BPL and AAY beneficiaries, (b) their entitlement of essential
commodities, (c) scale of issue, (d) retail issue price (e) timings
of opening and closing of the FPS, (f) stock of essential commodities
received during the month, (g) opening and closing stock of essential
commodities on each day, (h) the authority for redressal of grievances/lodging
complaints with respect to quality and quantity of essential commodities
under the TPDS, and (i) time/day of the week when citizens can
inspect the books/stocks. The list of APl, BPL and AAY cardholders
should be available for scrutiny.
The fair price shop owner will have to maintain records of ration
card holders, stock registers, issue or sale registers, etc. as
may be prescribed by the State Government. It would be binding
on the FPS owner to allow inspection of these documents by the
Gram Panchayats, Nagar Palikas, Vigilance Committees or any local
citizen as the case may be on a day/time (two hours) notified
for this purpose once every week.
The Fair Price Shop owner will display samples of food grains
being supplied by the Shop. The FPS owner will not retain ration
cards after supply of essential commodities and shall provide
relevant extracts of the records maintained by him on payment
of prescribed fee as required under the Right to Information Act,
2005. In the event of any practical difficulties to give copies,
etc., facilities for inspection of records/samples/documents etc.
shall be provided on an appointed day(s)/time at least one a week.
IX. Inspection and Checking :
The State Governments/UT Administrations shall ensure a proper
system for monitoring of FPS and prescribe model sales records/registers,
stock registers and ration card registers. The State Government/UT
Administrations shall ensure inspection of FPS not less than once
in each month by designated authorities and also specify issues
on which information would be collected by them. During the inspections,
the quality and quantity of ration being supplied through FPS,
smooth functioning of the FPS with reference to opening and closing
time of the FPS, and dealings of the FPS owner/its workers with
the TPDS beneficiaries will be checked.
X. Cancellation of licenses of FPS.
The State Government/UT Administration shall notify circumstance
under which the license of a FPS can be cancelled and make available
the information regarding the designated authorities for lodging
any complaint against those erring FPS owners who violate the
rules/procedures of the system.
A prompt and effective redressal mechanism shall also be laid
down so that any shortcomings pointed out by citizens may be promptly
resolved. Panchayat Raj institutions/local municipal bodies should
be involved in such a mechanism.
XI. Vigilance and public participation.
State Government shall constitute Vigilance Committees to periodically
review functioning of the TPDS at FPS/Panchayat/Municipal Council/Corporation
level, District/Block/Taluka level and State/UT level with members
from Government, social organizations, consumer organizations,
local body, etc. viz.,
(i) The Panchayat/Municipal Ward level Vigilance Committee: A
Vigilance Committee consisting of representatives of card holders
(some of whom shall be women BPL/AAY beneficiaries), elected Sarpanch
of the Panchayat/ Municipal Ward’s elected representative, consumer
activists and other social workers of repute shall be set up in
each Panchayat/ Municipal ward (in urban areas). In large Panchayats
with more than one FPS, more than one Vigilance Committee may
be set up. The Chairman of the Panchayat/ Municipal Council/ Corporation
level Vigilance Committee may be the elected head of the local
village Panchayat/ Municipal council or Corporation, as the case
(ii) Block/ Taluk Level Vigilance Committee: Block/ Taluk level
Committees will comprise five-six card holders attached to the
FPS, representatives of local bodies, social workers of the areas,
etc. The Block Level Committee will cover FPSs in a Block and
report to the District Level Committee about functioning of FPSs
and other related problems. The Chairman of the Vigilance Committee
at Block Level may be the elected head of the Block/ Taluk level
(iii) District Level Vigilance Committee: Each District Level
Committee, to be constituted by the concerned State/UT Government
will comprise about 10 members from different segments like beneficiary
groups, social/ consumer organizations, people’s elected representatives
and be headed by the Zila Pramukh of the Zila Parishad. The District
Level Vigilance Committee shall also be authorized to redress/solve
the problems at his level to the maximum extent possible and,
whenever it is not possible, he would refer the same with his
recommendation to the State level Committee.
(iv) The State/UT level Committee: This Committee to be constituted
by the State Government may consist of concerned Senior Level
Officials from the Government, a few Members of Parliament, a
few Members of Legislative Assemblies, Consumer Activists and
Youth & Women’s Organizations. The Committee may be Chaired
by the Minister in Charge of Food & Civil Supplies of the
State/UT Govt. and may include other Ministers of related Ministries
such as Rural Development, Panchayat Raj, Urban Development etc.,
as members in addition to the other members mentioned above. The
Committee shall review quarterly the overall functioning of TPDS
Scheme in the State, and difficulties being faced, it any, in
smooth functioning of the Scheme in the State as a whole. The
Committee/its members may also visit FPSs, and offices of Food
& Civil Supplies Departments, meet beneficiaries of the Scheme
and may recommend to the State Government corrective action for
any problems in implementation of TPDS. If a decision on any issue
is in jurisdiction of Central Government, the State level Committee
may recommend corrective action to the Central Govt.
The State Govt. shall implement a mechanism of grievances redressal
for issues pointed out by the Block/District/State Level Vigilance
Chapter – 2
INSTRUCTIONS ISSUED BY THE CENTRAL GOVERNMENT TO STATE/UT GOVERNMENTS
FOR STRENGTHENING TPDS AND TO CURB LEAKAGES/ DIVERSIONS.
(1) State/UT Governments should undertake a continuous campaign
for review of BPL/AAY lists, to eliminate ghost ration cards.
(2) Strict action should be taken against guilty persons to ensure
leakage-free distribution of food grains. In this respect information
under clause 9 of PDS (Control) order, 2001 must be regularly
submitted to Central Government by the State Governments.
(3) For transparency in the functioning of TPDS, involvement of
elected members of PRI/local municipal bodies in identification
of AAY families and vigilance committees be ensured. As far as
possible, FPS licenses be given to SHGs, gram panchayats, cooperatives,
(4) BPL/AAY and APL lists should b displayed on all FPSs.
(5) District-wise and FPS-wise allocation of food grains should
be put up on websites and other prominent places, for public scrutiny.
(6) Wherever possible, doorstep delivery of food grains to FPSs
should be ensured by States, instead of letting private transporters/
wholesalers to transport the ration commodities.
(7) Timely availability of food grains every month at FPS and
their distribution to ration card holders must be ensured.
(8) Training of members of FPS level Vigilance Committee should
(9) Computerization of TPDS operations should be undertaken.
(10) Electronic transfer of funds to FCI be introduced.
(11) Banners/boards on the windshield as well as rear end of the
trucks/vehicles carrying PDS articles should indicate names of
the State Government, destination, commodity and agent’s name
in addition to “TPDS”.
(12) Arrangements should be put in place to track movement of
food grains from FCI godowns upto the Fair Price Shops.
Chapter – 3
RTI Act and TPDS
Action to be taken at various levels for facilitating effective
use of RTI Act, 2005 with respect to TPDS operations will be as
Government of India Level
Ø Ensure that the addresses and contact numbers of the CPIOs,
CAPIOS and AAs are displayed on the website.
Ø State-wise allocation made under the TPDS and all other welfare
schemes would be uploaded on the website of the FCI and Ministry
of Food and Public Distribution. It shall also be made available
to any citizen who requests for it by following the procedure
as laid down under the RTI Act, 2005.
Ø Quality norms for procurement and issuance of food grains under
TPDS as well as specifications of “fair, average quality” will
be available in the public domain.
Ø FCI/State procuring agencies shall put on display the services
available to farmers at the local mandi, the mode of payment at
the time of procurement, the quality specifications and other
Ø FCI/other agencies will notify the updated stock position of
all godowns on the web as well as on notice boards outside godowns
and offices. Such information can also be obtained by any citizen
under the RTI Act, by following the laid down procedure.
Ø Samples of the food grains meant for TPDS will be available
in premises of every FCI/Agency godown for public scrutiny at
specified time on a particular day every week.
Ø To facilitate inspections of records, each FCI office/godown
will earmark afternoon of one working day in a week for such inspections.
Ø Information on all transactions – receiving of food grains by
the FCI godowns and their releases, would be displayed on the
notice board on a daily basis.
Ø Norms for giving fresh licenses and eligibility criteria for
getting a license for FPS shall be published. A list of FPS shopkeepers
along with the period for which the licenses are valid shall be
published on the District level website.
Ø Methodology for identification of AAY beneficiaries and issuance
of ration cards to them shall be notified on the website.
Ø Criteria for preparing lists of the BPL families and identification
of AAY families as well as their entitlements must be prominently
displayed on notice boards of all District, Sub-Division, Block
and Village level offices of Food & Civil Supplies Deptt.
The information should be made available in the official language
of the State/UT and made available to citizens for inspection
on demand with fees as prescribed under the RTI Act.
Ø State Governments shall provide information to Gram Panchayat/Municipal
Councils/ corporations on availability, movement and quality of
food grains, etc. under TPDS.
Ø The District Food & Civil Supplies Officer shall endorse
copies of orders allocating food grains to all PRIs and urban
local bodies at District/City/Town/Block and Village level. Members
of village level Vigilance Committees shall be informed of it
by the concerned PRI/FPS.
Ø Detailed information about the Vigilance Committees such as
their constitution, functions and powers may be displayed on the
At intermediate level:
The intermediate levels include State level or regional level
godowns, through which food grains pass after they leave FCI godowns
on their way to FPS.
Ø A ration card holder has the right to scrutinize the records
and the physical stocks available at various storage godowns on
an appointed day and time. This information must be displayed
at the SWC/FCI depots.
Ø The frequency of issue of food grains to the FPS from the FCI/SWC
depots should be mentioned on the notice board of the District/Block
Civil Supplies Office.
Ø This Citizens’ Charter should be displayed at all offices where
ration card related work is done at the taluk/ tehsil/ mandal
levels. The entire section on pages 3, 4 and 5 of this citizens’
charter should be put on notice boards.
Ø Citizens’ charter should include names and contact details of
designated authorities to register complaints in cases where a
violation of the charter/PDS Control Order, 2001 is noticed.
Ø Any citizen can apply for inspection of files relating to public
distribution from the civil supplies deptt. offices. Access must
be allowed to citizen without asking for reasons for locus standi
if exemptions are not applicable.
Ø Any citizen can apply under the RTI Act seeking samples of the
grains stocked in the FCI/SWC storage depots and intermediate
godowns or storage facilities. The same procedure prescribed in
the Citizens’ charter for collection and sealing of samples may
be followed in this case with the addition that the requestor
may be present on site during collection of samples if he/she
so desires. The cost of the samples should be paid for by the
At FPS level: