Swift grievance redressal system for entrepreneurs and investors put in place on K-SWIFT portal

The helpdesk, implemented by the Kerala State Industrial Development Corporation (KSIDC), will serve as the single point of intake for all queries and grievances relating to the single window system.

A ticket-based query and grievance redressal system has been put in place under the ‘Invest Kerala Helpdesk’ on the K-SWIFT Portal as the centralised mechanism for the registration, tracking, escalation and resolution of queries, complaints and grievances raised by entrepreneurs and investors. Every query or grievance registered through the system will be automatically routed to the department and officer concerned.

The helpdesk, implemented by the Kerala State Industrial Development Corporation (KSIDC), will serve as the single point of intake for all queries and grievances relating to the single window system. The government has mandated that the high priority queries and grievances have to be addressed by the respective departments within three days, while the medium ones need to be addressed in five days and low priority grievances within seven days.

Any ticket, especially department or service-level grievances remaining unresolved beyond the applicable timelines shall be automatically escalated to the Managing Director, KSIDC, and thereafter to the Secretary (Industries), who will be the final escalation authority.

As per the single window guidebook approved by the government, no department or agency processing an application through K-SWIFT can mark an application as ‘rejected’, unless the reason for rejection, detailed rejection remarks, the legal or procedural basis for rejection, details of missing or deficient documents are recorded in the system, along with the name, designation, date and time of the officer rejecting the application.

Applicants can file an appeal through K-SWIFT against an eligible rejected application, along with the relevant application and rejection details, grounds of appeal and supporting documents. Every department and agency integrated with K-SWIFT will designate an officer as the Appellate Authority for applications relating to the services under its jurisdiction.