FOREWORD BY CHIEF EXECUTIVE OFFICER
‘Citizen Charter’
STAR administration i.e. Simple, Transparent, Accountable and
Responsive administration
‘Standing Committees’
Timelines
Citizen Charter in your hand reconfirms our commitment to provide efficient
and prompt services to our allottees and the citizens, with the hope that on
their part, they would earnestly respond and reciprocate in a positive way to
help us make Noida special. The objective of the is to
achieve a
in fulfilling the needs of the allottees/citizens.
A systematic Grievance Redressal System has been introduced in the form of
headed by Senior Officers of the Authority. Each
Committee meets once a week on the scheduled day and time.
Allottee/Citizen, if he desires, can present his case before the Standing
Committee. for various approvals/works have been fixed. We invite
allottees/citizens to use this Charter to ensure better standards of service.
People are requested to contact the concerned authorities, in case of any
non-compliance of the Charter.
We invite greater participation, support and assistance from the
allottees/citizens so as to provide better services and to make the city clean,
green & a better place to live in.
Monika S. GargChief Executive OfficerJune, 2007
New Okhla Industrial Development Authority
Main Administrative Building, Sector-6, Noida 201 301
CITIZEN CHARTER
This is done by letting
people know the mandate of the concerned Department/ Organization, how they can get in touch with
its officials, what to expect by way of services and how to seek a remedy if something goes wrong. The
Citizen’s Charter does not by itself create new legal rights, but it surely helps in enforcing existing systems.
Thorough care has been taken while preparing this charter, yet in case of any repugnancy inter-se the
Citizen Charter and the Rules/Regulations or Policy Documents of Noida, the latter shall prevail.
New Okhla Industrial Development Authority was established by Govt. of UP in the year 1976 under
Industrial Area Development Act, 1976 to secure the planned development of the industrial
development area. It has a notified area of 14964 hectares falling in 81 villages of Distt. Gautam Budh
Nagar. As per the Master Plan 2021, the various land uses are as follows:
(a) Industrial 20%
(b) Residential 36%
(c) Commercial 04%
(d) Institutional 08%
(e) Infrastructure 15%
(f) Green 17%
(a) to prepare a plan for the development of the industrial development area;
(b) to demarcate and develop sites for industrial, commercial, institutional and residential purpose
according to the plan;
(c) to provide infrastructure for industrial, commercial, institutional and residential purposes;
(d) to provide amenities;
(e) to allocate and transfer either by way of sale or lease or otherwise plots of land for industrial,
commercial, institutional or residential purposes;
(f) to regulate the erection of buildings and setting up of industries: and to lay down the purpose for
which a particular site or plot of land shall be used, namely for industrial or commercial, institutional
or residential purpose or any other specified purpose in such area.
The main objective of this exercise is to improve the quality of public services.
1. ABOUT THE AUTHORITY
2. OBJECTS OF THE AUTHORITY
This is a of the New Okhla Industrial Development Authority to its allottees and citizens
to provide services in a
• time-bound
• transparent
• efficient and
• courteous manner
• for receipt of all applications for any property related issue.
• in the form of Standing Committees headed by senior officers, which
provide an opportunity for personal hearing to the allottees.
• with Chief Executive Officer on every working Tuesday/ Thursday of the week
without any prior appointment.
• with representatives of Resident Welfare Associations/ Industrial Associations/
Traders Associations / Federations and Villagers at notified timings.
• Policy & Procedure booklets relating to Industrial, Residential, Commercial, Institutional & Housing
properties available at various banks on payment of prescribed charges.
• Building Bye-laws available at various banks on payment of prescribed charges.
• FAQ’s available on request at Reception Counter answering day-to-day queries of general public
and the allottees.
• Public Notices issued in various Newspapers and on the official website of the Authority i.e.
noidaauthorityonline.com
A. For any property-related issue, the allottee/applicant can contact the concerned
Manager/AGM/DGM/GM during visiting hours on all working days. for various types of
assistance have been fixed as being given below.
Grievances against the decision of the AGM/DGM/GM can be put to the
headed by DCEO/OSD/ACEO to look into such matters. Grievances addressed to the Standing
Committee can be submitted in writing at the Reception Counter of the Authority. Standing
Committee meets on weekly basis on scheduled day and time. Chief Legal Adviser, Chief Finance &
Accounts Officer and the concerned AGM/DGM/GM are members of such Committees. The
concerned before the Standing Committee, if
desires.
3. PREAMBLE
commitment
3.1 QUALITY OF SERVICE
Single window service
Grievance redressal system
Personal meeting
Periodical meetings
3.2 ACCESS TO INFORMATION
3.3 GRIEVANCE REDRESSAL
Time lines
Standing Committees
allottee can also personally present his case
B. For obtaining sanction for raising construction on the allotted/leased premises allottee / lessee
can submit as per Building Bye-laws of the Authority to the Project
Engineer (Building Cell). Completion drawing can be submitted to the Project Engineer
(Building Cell) after completion of the construction as per sanctioned building plan/building
bye laws within the stipulated/ extended time period for construction . Project Engineer
(Building Cell) has been given time line to grant building sanction/issue completion certificate.
The list of compoundable construction on payment of prescribed penalty is available in the
office of the Project Engineer (Building Cell).
Grievances against the decision of the Project Engineer (Building Cell) can be put to the
Standing Committee headed by DCEO to look into such matters. Grievances addressed to
the Standing Committee can be submitted in writing at Reception Counter of the Authority.
Standing Committee meets on weekly basis on scheduled day and time. Chief Architect
Planner, concerned Project Engineer (Civil), concerned AGM/DGM/GM and Project Engineer
(Building Cell) are members of this Committee. The concerned allottee/lessee can also
personally present his case before the Standing Committee, if desires.
C. For the work relating to
, citizens can contact the concerned Asstt. Project Engineer/
Project Engineer.
Grievances against such works can be put to the concerned Chief Maintenance
Engineer/Sr. Project Engineer. If not satisfied, the matter can be referred to the Standing
Committee headed by Additional Chief Executive Officer with CMEs and Sr. PEs its members.
This Committee holds meetings on weekly basis.
D. For members of public/allottees/lessees can approach the officer
designated as Reception Officer available in the Reception Office of the Authority during all
working days from 10.00 AM to 1.00 PM.
The New Okhla Industrial Development Authority expects from the allottees/ citizens to adhere
to the following :
• Not to approach touts or middlemen
• Ensure timely deposit of all dues/instalments & interest/lease rent & interest and other
payments as per policy of the Authority.
• Complete construction on the allotted plot as per building byelaws within the stipulated time
period.
• Adhere strictly to the terms and conditions of allotment and to put the property to the allotted
land use, also ensure proper maintenance of the property.
• Keep the city clean and green.
,
building plan for sanction
Maintenance/Water Supply/ Sanitation/ Sewerage/ Horticulture/
StreetLights/ Encroachment
general queries,
3.4 CITIZEN’S OBLIGATIONS
S. Activity Time line Decision to be taken
No. at the level of
1. Allotment of industrial plots/sheds As prescribed in the Chief Executive Officer
as per the advertised scheme brochure of the Scheme
2. Transfer of Plot/Shed Within 7 days AGM/ DGM/ GM
3. Transfer of Plot/Shed amongst Within 7 days AGM/ DGM/ GM
blood relations as defined
4. Transfer of Plot/Shed on death of Within 7 days AGM/ DGM/ GM
the allottee
5. Renting Permission Within 7 days AGM/ DGM/ GM
6. Change in Constitution Within 7 days AGM/ DGM/ GM
7. Change/Addition of Project Within 7 days AGM/ DGM/ GM
8. Issue of functional certificate Within 7 days AGM/ DGM/ GM/ OSD
9. Grant of Mortgage permission Within 5 days Manager/ Desk Officer
10. Extension of time period for Within 5 days Manager/ Desk Officer
implementing the project
11. Issue of duplicate papers Within 3 days Manager/ Desk Officer
12. Acceptance of surrender application Within 7 days AGM/ DGM/ GM
13. Rejection/Acceptance of Restoration Within 30 days OSD
of allotment
14. Permission for amalgamation/ Within 30 days OSD
deamalgamation of industrial plots
15. Conversion of industrial plot from Within 30 days OSD
industrial land use to industrial
facilities
16. Execution of lease deed As mentioned in the Asstt. Law Officer
allotment letter
17. Extension of time period for Within 7days AGM/ DGM/ GM
execution of lease deed
18. Calculation for deposit of various Within 3 days Account Officer
due amounts
19. Issue of No Dues Certificate Within 7 days Account Officer
20. Issue of Mutation letter after Within 3 days Asstt. Law Officer
receipt of copy of the Transfer
Deed
21. Acceptance of Power of Attorney Within 7 days AGM/ DGM/ GM
given by the allottee for
performance of various functions
TIMELINE FOR INDUSTRIAL PLOTS/ SHEDS
TIMELINE FOR RESIDENTIAL PLOTS AND GROUP HOUSING PLOTS
S. Activity Time line Decision to be taken
No. at the level of
1. Allotment of residential plots/ As prescribed in the Chief Executive Officer
group housing plots as per the brochure of the Scheme
advertised scheme
2. Transfer of Plot/Premises Within 7 days AGM/ DGM/ GM
3. Transfer of Plot/Premises amongst Within 7 days AGM/ DGM/ GM
blood relations as defined
4. Transfer of Plot/Premises on Within 7 days AGM/ DGM/ GM
death of the allottee
5. Permission for co-allotteeship Within 7 days AGM/ DGM/ GM
6. Mortgage Permission for Within 5 days Manager/ Dy. Manager
construction purpose
7. Mortgage Permission as Collateral Within 7 days AGM/ DGM/ GM
Security
8. Issue of duplicate papers Within 3 days Manager/ Dy. Manager
9. Acceptance of surrender application Within 7 days AGM/ DGM/ GM
10. Rejection/ Acceptance of Within 30 days A. C. E. O
Restoration of allotment
11. Extension of time period for Within 5 days Manager/ Dy. Manager
construction on plot
12. Execution of lease deed Within 30 days Asstt. Law Officer
of the check list
13. Extension of time period for Within 7 days AGM/ DGM/ GM
execution of lease deed
14. Calculation for deposit of Within 3 days Account Officer
various due amounts
15. Issue of No Dues Certificate Within 7 days Account Officer
16. Issue of Mutation letter after Within 3 days Asstt. Law Officer
receipt of copy of the Transfer
Deed
17. Acceptance of Power of Attorney Within 7 days AGM/ DGM/ GM
given by the allottee for performance
of various functions
TIMELINE FOR COMMERCIAL PLOTS AND SHOPS
S. Activity Time line Decision to be taken
No. at the level of
1. Allotment of commercial As prescribed in the Chief Executive Officer
plots/shops as per the advertised brochure of the
scheme Scheme
2. Transfer of Plot/Shop Within 7 days AGM/ DGM/ GM
3. Transfer of Plot/Shop on death Within 7 days AGM/ DGM/ GM
of the allottee
4. Change in Constitution Within 7 days AGM/ DGM/ GM
5. Change of use Within 15 days OSD/DCEO
6. Issue of functional certificate Within 7 days AGM/ DGM/ GM/ OSD
7. Mortgage Permission for construction Within 5 days Manager/ Dy. Manager
purpose
8. Mortgage Permission as Collateral Within 7 days AGM/ DGM/ GM
Security
9. Extension of time period for raising Within 5 days Manager/ Desk Officer
construction or functioning of shop
10. Issue of duplicate papers Within 3 days Manager/ Desk Officer
11. Acceptance of surrender application Within 15 days OSD/ DCEO
12. Rejection/Acceptance of Restoration Within 30 days OSD/ DCEO
of allotment
13. Execution of lease deed As mentioned in the Asstt. Law Officer
allotment letter
14. Extension of time period for execution Within 7 days AGM/ DGM/ GM
of lease deed
15. Calculation for deposit of various due Within 3 days Account Officer
amounts
16. Issue of No Dues Certificate Within 7 days Account Officer
17. Issue of Mutation letter after receipt Within 3 days Asstt. Law Officer
of copy of the Transfer Deed
18. Acceptance of Power of Attorney given Within 7 days AGM/DGM/GM
by the allottee for performance of various
functions
19. Acceptance of allotment money before Within 15 days OSD
cancellation alongwith interest as per
terms & conditions of allotment
TIMELINE FOR INSTITUTIONAL PLOTS
S. Activity Time line Decision to be taken
No. at the level of
1. Allotment of institutional plots as As prescribed in the Chief Executive Officer
per the advertised scheme brochure of the
Scheme
2. Transfer of Institutional plot/ Premises Within 15 days AGM/
3. Transfer of Plot/Premises on death Within 7 days AGM/ DGM/ GM
of the allottee
4. Renting of Institutional Premises Within 30 days AGM/
5. Change in Constitution Within 30 days AGM/
6. Issue of functional certificate Within 15 days AGM/ O
7. Grant of extension for implementation Within 15 days AGM/ DGM/ GM
of the project
8. Grant of Mortgage Permission Within 7 days AGM
9. Surrender of Institutional Plot Within 15 days AGM
10. Rejection/Acceptance of Restoration Within 30 days OSD
of allotment
11. Execution of lease deed Within 30 days Asstt. Law Officer
of check list
12. Extension of time period for Within 7 days AGM/ DGM/ GM
execution of lease deed
13. Calculation for deposit of various due Within 3 days Account Officer
amounts
14. Issue of No Dues Certificate Within 7 days Account Officer
15. Issue of Mutation letter after receipt Within 3 days Asstt. Law Officer
of copy of the Transfer Deed
16. Acceptance of Power of Attorney given Within 7 days AGM/ DGM /GM
by the allottee for performance of
various functions
17. Acceptance of allotment money before Within 15 days OSD
cancellation alongwith interest as per
terms & conditions of allotment.
DGM/ GM
DGM/ GM
DGM/ GM
DGM/ GM/ SD
/ DGM/ GM
/ DGM/ GM
TIMELINE FOR HOUSES/ FLATS BUILT BY NOIDA
S. Activity Time line Decision to be taken
No. at the level of
1. Allotment of Flats/Houses as per As prescribed in the Chief Executive Officer
the advertised scheme brochure of the
Scheme
2. Transfer of Flat/House Within 7 days AGM/ DGM/ GM
3. Transfer of Flat/House amongst Within 7 days AGM/ DGM/ GM
blood relations as defined
4. Transfer of Flat/House on death Within 7 days AGM/ DGM/ GM
of the allottee
5. Permission for co-allotteeship Within 7 days AGM/ DGM/ GM
6. Mortgage Permission for purchase Within 5 days Manager/ Dy.Manager/
of the flat/house
7. Mortgage Permission as Within 7 days AGM/ DGM/ GM
Collateral Security
8. Issue of duplicate papers Within 3 days Manager/ Dy. Manager
9. Surrender of flat/house Within 15 days AGM/ DGM/ GM
10. Rejection/Acceptance of Within 30 days DCEO
Restoration of allotment
11. Execution of lease deed Within 30 days Asstt. Law Officer
of check list
12. Extension of time period Within 7 days AGM/ DGM/ GM
for execution of lease deed
13. Calculation for deposit of various Within 3 days Account Officer
due amounts
14. Issue of No Dues Certificate Within 7 days Account Officer
15. Issue of Mutation letter after Within 3 days Asstt. Law Officer
receiptof copy of the Transfer
Deed
16. Acceptance of Power of Attorney given Within 7 days AGM/ DGM/ GM
by the allottee for performance of
various functions
TIMELINE FOR BUILDING SANCTION AND COMPLETION
TIMELINE FOR MAINTENANCE
S. Activity Time line Concerned Officer/
No. Decision to be taken
at the level
1. Every working day
2.
3. Within 7 days
4.
Every type of enquiry regarding Associate Architect
submission of building plans
Sanction/Rejection of building plan Within 30 days Project Engineer
Revalidation of building plan -do-
Issue of completion certificate Within 30 days -do-
S. Works Work Completion Concerned Officer
No. Period
1. Temporary filling of pot holes/road Within 7 days Asstt. Project Engineer
cuts
2. Patch Repair Within 7 days -do-
3. Removal of rubbish (malba) from Notice to the owner -do-
Public Land by the owner to remove the same
within 3 days
4. Removal of rubbish (malba) by 7 days after expiry of -do-
Authority, if the owner fails to the notice (cost to be
comply recovered from the owner)
5. Removal of encroachment from
road side
a) Temporary Within 3 days -do-
b) Permanent Within 15 days -do-
6. Drain Repair
a) Minor repair Within 10 days -do-
b) Major repair Within 30 days -do-
TIMELINE FOR STREETLIGHTS
TIMELINE FOR SANITATION AND PUBLIC HEALTH
S. Works Work Completion Concerned Officer
No. Period
1. Request for New Light in Public Place Within 1 month Project Engineer
2. Repair of Street Light Within 3 days Asst. Project Engineer
S. Works Work Completion Concerned Officer
No. Period
1. Cleaning of roads Every day Sanitary Inspector
2. Removal of garbage from rubbish Every day Sanitary Inspector
bins
3. Removal of garbage on Same day -do-
receipt of complaint
4. Complaints regarding in Within 2 days -do-
condition
5. Complaint regarding blockage/ Within 24 hours -do-
over flowing sewerage
6. Complaint regarding stray dogs/cattles Within 3 days -do-
7. Complaint regarding dead animals Immediate -do-
8. Fogging Same day -do-
9. Supervision of the above works Day to day Project Engineer
sanitary
TIMELINE FOR HORTICULTURE
TIMELINE FOR MAINTENANCE
S. Works Work Completion Concerned OfficerNo. Period1. Regarding Park/Central Verge Within 15 days Dy. Director (Hort.)
/ Greenbelt maintenance
2. Regarding Tree felling due to Within 1 day Asstt Director (Hort.)
3. Trimming/Pruning of Trees Within 7 days Asstt Director (Hort.)
storm
S. Works Work Completion Concerned OfficerNo. Period
1. Regarding water supply at low Within 1 day Asstt. Project Engineer
pressure, muddy water, etc
2. Breakage of Within 2 days -do-
3. Breakage of Major water/sewer Within 5 days
rising mains etc.
Any amendment in the Citizen Charter shall be available on our website i.e. www.noidaauthorityonline.com
pipeline (water/sewer)
Project Engineer