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Ministry of Coal & Mines
Department of Coal
Citizen Charter

Official Website http://coal.nic.in

PREAMBLE

This charter is an instrument defining interface between the Department of Coal and citizens. Though not justiciable, it provides a moral binding on all the functionaries of the Department and coal companies/ organisations to provide efficient services to the people.

The Family Members

The Coal and Lignite family headed by the Department of coal under the Ministry of Coal & Mines includes Public Sector Undertakings like Coal India Ltd. with its eight subsidiaries viz., Eastern Coalfields Ltd, Bharat Coking Coal Ltd, Central Coalfields Ltd, Northern Coalfields Ltd., Western Coalfields Ltd., Mahanadi Coalfields Ltd., South Eastern Coalfields Ltd, Central Mine Planning & Design Institute Ltd. & Neyveli Lignite Corporation Ltd. and subordinate offices like Coal Controller's Organization, Commissioner of Payments and Coal Mines Provident Fund Organization, an autonomous organization.

Our Vision

Our vision is focused towards sustainable development of the coal and lignite industry with a view to fulfilling our obligation towards economic prosperity of our citizens.

Our Mission

Our Mission is to ensure planned availability of Coal and Lignite efficiently and economically with due regard to safety conservation, quality and environment through coordinated operations of each member of the Coal and Lignite family.

Our Business

Our Business is to fulfil the need of the consumers viz. Steel, Power, Cement and other Industries as can be met by coal and lignite or products based on coal and lignite.

For the purpose the coal and lignite industry are engaged in all such economic, socially desirable activities as exploration, production, processing, transportation and distribution of coal and lignite and their products.

SERVICES TOWARDS CONSUMERS

Our objective is to facilitate availability of right quality and quantity of coal and lignite to the existing as well as potential customers on
sustainedbasis through Fuel Supply Agreement (FSA) and coordinate with the railways for quick, timely transport.
We intend to create higher washing capacity for coking and non-coking coal washeries for improving quality of coal in order to
provide environmental sustainability. We also intend to maximize level of transparency, strengthen institutional and other mechanism for
self monitoring and regulations of coal distribution system.

NEW POLICY FOR DISTRIBUTION OF COAL

In supersession of earlier coal distribution policy, a new coal distribution policy has come into effect from 18.10.2007. The new policy, which dispenses with the concept of classification of the consumers and these consumers are now treated on merit keeping in view the regulatory provisions applicable and other relevant factors. A revised scheme of e-auction has also been introduced by Coal India Limited (CIL) to meet the requirements for coal by consumers. The requirement of coal for certain categories of consumers in small and medium sector is to be met through state nominated agencies. Some of the salient features are as under:

(a) Requirements of defence sector and Railways will be met in full at notified price, as at present.

(b) 100% of the quantity as per the normative requirement of the Power Utilities including Independent Power Producers (IPPs)/ Captive Power Plants (CPPs) and Fertilizer Sector consumers would be considered for supply of coal, through Fuel Supply Agreement (FSA) by Coal India Limited (CIL) at fixed prices to be declared/notified by CIL.

(c) 75% of the quantity as per the normative requirement of the Other consumers/actual users would be considered for supply of coal through FSA by CIL at notified prices to be fixed and declared by CIL. The balance 25 % of coal requirement of the units will be sourced by them through e-auction/import of coal etc., as per their preference.

(d) All the existing linkage holders of erstwhile core and non core sector and not having FSAs would be required to enter into FSA with coal companies. As far as the linked consumers of erstwhile non core sector, whose annual requirement is less than 4200 tonnes are concerned, they would be given the option to either entering into FSA with the coal company as per the terms and conditions, including satisfaction level applicable to the other consumers or they may opt out of FSA regime and access their coal requirement through agencies nominated by State Governments.

(e) Supply of Coking Coal to Integrated Steel plants would be based on Fuel Supply Agreements (FSAs). The price of coal would be on the basis of import parity pricing with suitable adjustment for quality. This system is already in vogue.

(f) Present cap of 500 tonnes per annum enhanced to 4200 tonnes per annum for the small & medium sector consumers. In order to meet the enhanced cap fixed for such consumers, the quantity earmarked for distribution to these agencies would also be increased to 8 million tonnes annually, to start with. This quantity would be allocated for distribution to those units/consumers in small and medium sector across the country whose requirement is less than 4200 tonnes per annum and are otherwise not having any access to purchase coal or conclude Fuel Supply Agreement (FSA) for coal supply with coal companies. The earmarked quantity would be distributed through agencies nominated by State Government, which could be state government agencies, central government agencies or trade associations.

(g) The linkage system will be replaced with a more transparent bilateral commercial arrangement of enforceable Fuel Supply Agreement FSAs. All the existing valid linked consumers whose linkage/MPQ during the year 2006-07 was 4200 tonnes or more would have to enter into FSAs with coal companies not later than six months from a date to be notified by CIL. The other valid linked consumers will have the option to opt out of FSA regime or enter into FSA within six months.

(h) The Letter of Assurance (LoA) to be issued to new consumers now pursuant to the new policy will have a validity of 24 months for consumers/applicants of Power Utilities, CPPs & IPPs and 12 months for other consumers instead of 30 months as earlier. The allottee of LoA would be required to fulfill certain stipulated conditions and meet the milestones within this period and there upon approach coal companies for entering into FSA.

(i) Coal distribution through e-auction was introduced with a view to provide access to coal for such consumers, through a transparent mechanism, who are unable to source coal through the other available institutional mechanisms for reasons like the seasonality of coal requirement, limited requirement of coal not warranting long-term linkage etc. In the long run, it is expected that e-auction may help in creating spot as well as future market of coal in the country. Thus, a fresh scheme of E-auction will be introduced.

i)Any buyer will be entitled to buy coal under e-auction

(ii) There shall not be any “Floor Price” in e-auction. However, coal companies may fix a “Reserve Price” not below the notified price.

(iii) At the beginning of the financial year, CIL shall declare a programme on sale of coal through e-auction indicating the quantity and quality of coal to be made available through auction during all the four quarters from different coal companies/coalfields.

(j) CIL would undertake verification of such consumers of erstwhile non-core sector consumers, in a time bound manner, either directly or through an agency, so as to check the veracity of their claim of being bonafide consumers of coal and thereafter act accordingly.

LINKAGE COMMITTEE

The new policy envisages replacement of “linkage” system by a more transparent and bilateral commercial arrangement of enforceable Fuel Supply Agreement (FSA).

Two types of linkage committee’s function in the Ministry for deciding long-term coal requirement and distribution to the consumers belonging to Cement, Power & Steel including Sponge Iron Units.

(i) Standing Linkage Committee (Long - term)

(ii) Standing Linkage Committee (Short - term)

STANDING LINKAGE COMMITTEE (LONG TERM)

Standing Linkage Committee (Long-term) for Power, Cement and Sponge Iron consider requirement of coal of consumers at the planning stage and links the requirement in the long-term perspective from a rational source after examining the factors like quantity and quality required, time frame, location of the consuming plants, transport logistics, development plan for the coal mine etc. With the introduction of New Coal Distribution Policy (NCDP). The Committee would now authorize issuance of Letter of Assurance (LoA) in accordance with provisions of NCDP on the basis of recommendation of the nodal Ministries.

The Long-term linkage Committees are Chaired by Additional Secretary, Ministry of Coal and have representatives from Ministry of Power, Ministry of Steel, Ministry of Commerce & Industry, Ministry of Railways, Ministry of Surface Transport, Central Electricity Authority, Coal India Limited, CMPDIL and Singareni Collieries Company Limited (SCCL).

STANDING LINKAGE COMMITTEE (SHORT TERM)

Standing Linkage Committee (Short Term) functioning in Ministry of Coal, under the chairmanship of Additional Secretary, has representative from Ministry of Railways, Ministry of Power, Central Electricity Authority, CIL, SCCL, Coal companies Department of Industrial Policy & Promotion, Cement Manufacturers' Association etc. At present, short-term allocation to power and cement industries are granted once every quarter. SLC also takes care of mid term deviations. Coal India Limited, Kolkata, decides allocation for Sponge Iron Units.

Services to Society

Besides continuously striving towards improvement in safety standards for our employees and encouragement for workers participation in the decision making process we also undertake social responsibility to support local commitments through reinstating local commitments through reinstating local population affected due to coalfield subsidence and fire and providing them support through employment, monetary assistance, self-employment schemes either in isolation or in combination. We strive to promote a positive outlook of the local population towards development and growth of the industry.

We would also continue to provide all relevant information regarding the coal and lignite industry to interested citizen through periodic publication of Coal Directory, Provisional Coal Statistics etc.

Details of grievances redress mechanism:

One senior level officer has been designated as Director Public Grievances to look into complaints received. Forenoon of every Wednesday has been fixed for disposal of grievances of staff/public. Joint Secretary (Coal) may be contacted for corruption related grievances.

Contact address of Director (PG) : Director of Grievances, III Floor,Shastri Bhawan, New Delhi-110001.

Telephone: : 23384594.

The details of information in respect of Department of Coal is available on the website: http://coal.nic.in

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Coal India Limited

Role of Coal India Limited (CIL)

CIL as the holding company is responsible for policies, planning and co-ordination while subsidiary companies are dedicated to coal mining operations.

Vision and Mission

CIL strives to be the most dominant energy supplier in India with best practices from Mine to Market.

The Mission of Coal India Limited is to produce the planned quantity of coal efficiently and economically with due regard to safety, conservation, and quality.

Details of Business transacted

CIL's primary business is coal extraction by mining coal from opencast and underground mines in nine states of India with due regard to safety; washing/beneficiation of coal as well as marketing of coal.

Details / types of clients and customers

Coal is the most important primary source of commercial energy through out the country. Even with the advent of alternative fuels - oil, gas or nuclear, coal continues to be the fuel of choice for almost all major sectors. Therefore, the entire gamut of industrial activities is closely inter-linked with coal industry. Coal India being the custodian for over 90% of country's coal production, deals with an array of clientele from large power conglomerates like National Thermal Power Corporation to tiny producers of glass bangles in remote villages of Uttar Pradesh.

In order to prioritise coal movement to each industry according to their importance in the economic activities of the country, consumers are broadly classified in two major groups viz. core and non-core sectors. While all the prime moving industries like, (1) Power including captive power plants (2) Steel including pig and sponge iron industries (3) Cement (4) Defence (5) Fertilizer (6) Paper (7) Aluminium & (8) All central Public sector coal-consuming industries are categorized as core sector consumers; consumers of other sectors, including seasonal requirement and trade through open sales scheme are categorized in non-core sector.

Statement of services provided to each client of citizen group

Customer relationship management (CRM) is a priority area in CIL. Need based services are provided to each customer segment. Focussing on the varied nature of needs, CIL constantly customizes services for each consuming segment. Following important services are provided to customers:

a) Facilities for joint sampling and inspection of quality of coal despatch at loading points for bulk consumers.

b) Infrastructure assistance for conducting sampling and inspections at collieries, like providing housing and other amenities to consumers' representatives

c) Consumers' in Cement sector having fuel supply agreement with subsidiaries of CIL are extended joint sampling facilities irrespective of their off-take level.

d) Consumers/agencies interested in installing washeries for coal beneficiation are provided with infrastructure facility like land, water and electricity on chargeable basis subject to availability.

e) Facilities of Railway sidings and other despatch terminals are extended to washery operators and consumers.

f) Consumers having Fuel Supply Agreement are assured of a minimum level of supply failing which coal companies provide compensation to them.

g) In order to facilitate power stations in the specified locations meeting statutory obligation to contain ash percentage below 34% in coal charged in the boilers, CIL/subsidiaries provide supplies from basket of mines so that the overall percentage of ash is within 34%

h) CIL, through the network of Regional Sales Offices across the country provides services to consumers in far-flung areas.

i) Extension of commercial services like retiring of bills, reconciliation of accounts, reconciliation and settlement of coal sales dues at consumers' end etc. are extended through network of RSO for most of the power stations.

j) CIL through its Research & Development subsidiary, namely Central Mine Planning and Design Institute provides consultancy services in the area of designing fuel efficient burning equipments and also provides technology and technical support for making environment-friendly fuels for small and medium coal based consumers.

Expectation from the client and citizen

As a Public sector undertaking CIL is not shy of taking its share of social responsibility.

In the event of any natural calamity CIL rises to occasion to ensure uninterrupted supplies of coal to those units who are normally not sourced on CIL, sometimes even without any financial arrangement. CIL expects the clients would extend reciprocating gesture.

Huge outstanding dues, particularly from power sector are causing deterioration in the ways and means position of all subsidiaries, particularly those who are in dire financial straits. Consumers expect assurance for their coal supplies. CIL expects that they should also reciprocate by timely off-take and commensurate payments.

CIL expects the consumers to register their actual demand, so that available resource is equitably distributed to all coal consuming sectors.

Coal production and its off-take involves a long term planning. Therefore, consumers resorting to short term switching over to alternative fuels/import of coal ultimately upsets the planning process and deserving sectors are often deprived of due share. Thus, CIL expects steady flow of orders from its clients.

Details of grievances redress mechanism

A consumers' grievance cell is operating in CIL headed by an executive of Chief General Manager rank. Prompt and rational redressal of all complaints within policy guidelines and commercial practices are the major objectives of this cell. The cell enjoys utmost importance and disposal of grievances are given priority at all levels. CIL Board periodically reviews the activities of the cell. The Cell takes following sequential steps to dispose off Consumers' grievances.

Ø Complaints are acknowledged within three days of receipt of the same.

Ø Wherever required, complaints are forwarded to concerned coal Companies/ officers to obtain information/reports.

Ø Based on such information, decisions are taken to redress the grievances.

Ø The operation of the cell is being regularly monitored by Director (Marketing), and Chairman, CIL and CIL Board is apprised of the progress in disposal of the complaints from time to time. For specific complaints CGM(CC&PR) may be contacted on following address :

Contact address : Chief General Manager (CC&PR), 10, Netaji Subhas

Road, Kolkata – 700 001

Email address : mkgcil@cal3.vsnl.net.in

Tel. No. : (033)22488099

Ø For corruption related matters Chief Vigilance Officers of the concerned coal companies may be contacted.

Inbuilt schedule for periodic review

Despatch of coal to major consuming sectors and other related issues both of commercial and operational nature are periodically reviewed in different fora.

Monthly despatch plan for Power and Cement sectors are decided in the quarterly meeting of the Standing Linkage Committee (Short term), an inter-ministerial body with representatives from Ministries of Coal, Power, Railways, Industries, Surface Transport, manufacturers' associations like Central Electricity Authority and Cement Manufacturers' Association. These meetings review the performances of the coal despatch and problem faced by producers, transporters and consumers for taking corrective measures.

Similarly Standing Linkage Committee (Long Term) periodically reviews operations side of the linkage already granted and correction if any needed.

Despatch of coking coal to steel plants is reviewed once every month. In coking coal allocation meetings are held at Marketing Division of Coal India with participation from CIL/Subsidiaries, Steel Plants and Railways. Both quantitative and qualitative issues and commercial matters in respect of despatch of coal to steel sector is reviewed in detail in these meetings between coal companies and consumers and Railways.

As per the instruction of Department of Coal, meeting of National Coal Consumer Council and Regional Coal Consumer Council are held at Apex level (Coal India Limited) and subsidiary level respectively. These meetings are held once in six months in case of National Coal Consumer Council (NCCC) and once in three months in the case of Regional Coal Consumer Council (RCCC). These Councils monitor the recommendations/suggestions for improvement. The Consumer Council also deliberates on the following issues:

a) Coal Requirement

b) Supply of coal

c) Quality of coal

d) Commercial matters

e) Other issues

web site : www.coalindia.nic.in

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Neyveli Lignite Corporation Limited (NLC)

Vision

To emerge as an environment friendly and socially responsible leading Mining & Power Company and strive for operational excellence in Mining & Exploration and Power generation.

Mission

Ø To serve towards greater cost competitiveness and work towards continued financial strength.

Ø To continually imbibe best practices from the best Indian and International organizations engaged in Power generation and Mining.

Ø To be preferred employer by offering attractive avenues of career growth and congenial work environment and development of human resources.

Ø To play an active role in society and be sensitive to emerging environmental issues.

Details of business transacted by the organization

Neyveli Lignite Corporation Limited (NLC), a Public Sector Enterprise, incorporated in the year 1956 is a pioneer among the public sector undertakings, comprising of three opencast Lignite Mines of total capacity - 24 MT, three Pit-head Thermal Power Stations with a total installed capacity of 2490 MW under its fold. NLC’s growth is sustained and its contribution to India's social and economical development is significant.

Details / types of clients and customer

NLC exports the power generated to various Southern Electricity Boards viz., Tamilnadu State Electricity Board (TNEB), Andhra Pradesh Transmission Corporation (APTRANSCO), Kerala State Electricity Board (KSEB), Karnataka Power Transmission Corporation Limited (KPTCL) and Pondicherry Electricity Department (PED).

NLC sells Lignite to M/s ST-CMS an independent Power Producer and also to Brick, Cement, Paper and Chemical industries.

The statement of services provided to each client of the citizen group separately with specific standards which should be measurable, realistic and challenging.

NLC sells Power to Electricity Boards for which the Standards / Norms laid down by CERC in respect of Power Tariff fixation and Quality of Power exported are complied with.

Details of Grievance redress mechanism and how to access the same

Complaints with reference to Raw Lignite sales is looked into immediately by the Marketing Department / NLC.

Contact address : Mr. J. George Jacob, Dy. General Manager (Marketing), Neyveli Lignite Corporation, South Arcot, Neyveli (Tamil Nadu).

Telephone No. : 04142 – 2257034

Email : cardnlc@sancharnet.in

Contact address : Chief Vigilance Officer, Neyveli Lignite Corporation, South Arcot, Neyveli, (Tamil Nadu)

Telephone No. : 04142 - 2150326

For corruption related matters Chief Vigilance Officer of the company may be contacted.

An in-built schedule for periodic review

Central Electricity Regulatory Commission has laid down certain norms for fixing power Tariff. Accordingly, tariff is reviewed periodically.

Discussions are held with the firms who buy lignite for assessing their demand.

web site : www.nlclindia.co.in

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Coal Controllers’ Organization (CCO)

Coal Controllers’ Organization (CCO)

Vision

Vision of CCO is focused towards sustainable development of the coal and lignite industry with a view to satisfying its obligations towards economic prosperity of the citizens.

Mission

Mission of CCO is to ensure planned availability of Coal and Lignite efficiently and economically with due regard to safety conservation, quality and environment friendly operations through coordinated operations of each member of the Coal and Lignite family.

Business

CCO’s primary business is to permit the opening of coal and lignite mines in the country so as to ensure the availability of required coal and lignite in the country, to collect excise duty from collieries, to provide assistance to coal companies for taking necessary measures for conservation of coal and developing infrastructural facilities in coal field areas, monitoring the progress in captive blocks, to collect and disseminate coal statistics of the country.

Services towards Consumers

To ensure the right quality and quantity of coal and lignite to the existing as well as potential customers, to make compensation to the erstwhile colliery owner.

Services to Society

To ensure the opening of coal and lignite mines so as to make planned availability of the coal and lignite.

CCO would also continue to provide all relevant information regarding the coal and lignite industry to concerned citizen through periodic publication of Coal Directory, Provisional Coal Statistics etc.



Role of Coal Controller's Organisation

To meet different statutory obligations, this organisation has the following functions:

(i)       Under Colliery Control Rules 2004:-

·            Permission for opening/reopening of coal seems.

·                     Ratification of classes and grades of coal as declared by different coal companies.

·                     Checking quality of coal.

·                     Granting permission to captive collieries to dispose off unusable coal.

(ii)       Under Coal Mines (Conservation & Development) Act, 1974.

·        Collection and Assessment of Stowing excise duty from collieries.

·        Disbursement of Subsidies to concerned institution/coal companies for different conservation & infrastructural development efforts in coal field areas.

(iii)      Under the Collection of Statistics Act, 1953

·        Collection, Compilation and analysis of Coal Statistics.

·        Disseminating information to concerned Government Department, Planning and Research bodies and other Organisations.

(iv)      Under Coal Bearing Areas (Acquisition & Development) Act,1957.

·        Disposal of objections as Hearing Authority.

           (v)      Under Coal Mines Nationalisation Act, 1972 and 1973, Coal Controller also acts as Commissioner of Payments.

·        Settlement of claim/ disbursement of compensation amount to the claimants and ex-owners through holding regular courts for disputed cases raised by claimants and ex-owners.

Details and Type of clients and customers

(i)            Coal Controller - Customers are coal consumers for maintaining Quality of Coal; Coal companies for mine opening/ re-opening and ratification of Coal Grades and for assistance for conservation and infrastructure development efforts; Government Departments, Planners, Industries and Research organisation for Coal Statistics.

(ii)          Commissioner of payment - Ex-owners of the collieries and various claimants for payment of compensation of nationalized collieries.

Grievance settlement mechanism

A grievance redressal cell headed by a designated officer already exists who attends all grievances expeditiously for settlement.

Contact address:                    Director, Coal Controller Organisation, 1, Council House Street, Kolkata 700001.

Telephone No.:                033-22489616

Email address:                 coalcont@wb.nic.in

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Coal Mines Provident Fund Organization (CMPFO)

The Organization

The Coal Mines Provident Fund Organisation has been entrusted with the responsibility of implementing the Coal Mines Provident Fund and Miscellaneous Provision Act, 1948 and different schemes framed there under.   It is an autonomous Organisation governed by a Board of Trustees and functions under the overall supervision of             Ministry of Coal.

Schemes

We administer the following Schemes:-

(a)   Coal Mines Provident Fund Scheme, 1948.

(b)   Coal Mines Family Pension Scheme, 1971(merged with Pension Scheme in 1998)

(c)    Coal Mines Pension Scheme, 1998.

(d)   Coal Mines Deposit Linked Insurance Scheme, 1976.

All the eligible employees of the coal industry (public or private sector) are covered under the above Schemes.

Location of Offices

(1)   Office of the Commissioner, Coal Mines Provident Fund,

      Jagjivan Nagar, Dhanbad-826001(Jharkhand).

Telephone No. 0326   - 2202114

Fax No.             0326 - 2202297

Website – www.cmpfo.gov. in

(2)   Joint Commissioner, Division – II, Coal Mines Provident Fund,

      Jaripatka, Nagpur – 14 (Maharashtra)

Telephone No. 0712   - 2642279

Fax No.             0712 - 2654975

Email:- cmpf. Sify.com

Website – http:// 193.220.224.50:7779/compfnet.

Mission

Ø     To provide social and financial security to the employees working in the coal industry.

Ø     To ensure optimum returns on the contributions of the members.

Vision

            To make CMPFO one of the best social security Organisations conforming to international standards by providing online settlement of PF, Pension and other claims of the members, online status of their claims in minimum real time and online grievance redressal through SAP System.   Our priorities are:

Ø      Maintaining highest level of security in the investments made.

Ø      Creating smooth systems for processing of claims and disbursements.

Ø      Providing a transparent, people-friendly and responsive administration for the benefit of employees and pensioners.

Ø      Protecting the interest of the employees vis–a-vis their employers and enforcing the Act and Schemes with utmost commitment and transparency.

Ø      Introducing the most advanced tools of information technology to facilitate and improve performance, monitoring and compliance.

Redressal of Public Grievances

(a)     All the officers dealing with PF and Pension matters have been instructed to regularly meet the members and attend to their grievances.

(b)   The Commissioner himself meets the visiting members everyday at any time, in the headquarters office, and also in the Regional Offices.

(c)     A senior Officer at CMPF Organisation Headquarters at Dhanbad has been designated as Central Public Information Officer under Right to Information Act, 2005 and officers at all Regional Offices have been designated as Grievance Officers, who regularly attend to the grievances of the members.

Vigilance Officer: -    Shri Anand Prakash,

                                    Chief Vigilance Officer,

                                    Coal Mines Provident Fund, Jagjivan Nagar,

Dhanbad – 826001(Jharkhand).

Telephone No. 0326 - 2203100

Fax No.             0326 - 2204853

Grievance Officer:-    Regional Commissioner(M&T)

                                    Coal Mines Provident Fund, Jagjivan Nagar,

Dhanbad – 826001(Jharkhand).

Telephone No. 0326 - 2201311

Fax No.             0326 – 2202297

FuturePlans

                       CMPFO is going to introduce E-Governance System and a sub-site for speedy redressal of grievance within the main website of the Organisation very shortly.   Digitization of data and valuable information has been almost completed under the NIDHI Project (New Initiative For Digitization And Handling Of Information).

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