CITIZEN’S CHARTER

DIRECTORATE GENERAL OF FOREIGN TRADE

GOVERNMENT OF INDIA
MINISTRY OF COMMERCE AND INDUSTRY
DEPARTMENT OF COMMERCE
NEW DELHI -110011

ORGANIZATIONAL SET-UP:
Directorate General of Foreign Trade is an attached office of the Department
of Commerce, Ministry of Commerce and Industry. The headquarter is in
Vanijya Bhavan, New Delhi. There are four Zonal Offices at Delhi, Mumbai,
Kolkata and Chennai headed by Additional Director General of Foreign Trade.
There are 24 Regional Authorities (RAs) all over the country.

OUR VISION AND MISSION

The vision underpinning the Foreign Trade Policy for 2023 and to enable the
country to assume a position of leadership in the international trade discourse.

1. Strong trade relations will help India to forge stronger relationships in its
immediate neighbourhood and in new directions, both bilaterally as well as
through regional forums;
2. The policy of market diversification which has stood India in good stead during
the global economic downturn will continue to be a key determinant of the
country’s trade policy, together with product diversification;
3. High quality products are their own best advertisement. Recognizing the
increasing role of standards in global trade and the steps India needs to take
both to strengthen its own standards as well as to meet the challenges posed
to its exports, a roadmap has been developed on measures required to
protect consumers, raise the quality of the merchandise produced and greatly
enhance India’s capacity to export to discerning markets;

4. The increasing challenge of Non-Tariff Measures (NTMs) used by various

countries cannot be wished away. India will have to adopt a multi-pronged
strategy to deal with NTMs and to increase overseas market access. Equally,
there is a need to put in place measures to keep out sub-standard products by
strengthening monitoring and surveillance systems;
5. Further, in an increasingly competitive world, branding plays an indispensable
role in global positioning and the FTP addresses this issue as well. Branding
campaigns are being planned for promoting exports from sectors such as
services, pharmaceuticals, plantations and engineering as well as of
commodities and services in which India has traditional strengths, such as
handicrafts and yoga;
6. Efforts at the operational level include the simplification of procedures and
digitization of various processes. The purpose of Digitization in procedures is
for making seamless online integration with all government agencies,
including Customs etc. reducing human intervention and bringing in
transparency. Specific measures will be taken to facilitate the entry of new
entrepreneurs and manufacturers in global trade through extensive training
programs;
7. While the Government of India is responsible for policy on foreign trade, much
of the activity at the ground level takes place in the States. State
Governments play a crucial role in promoting exports and rationalizing non-
essential imports. Steps have, therefore, been taken to mainstream States in
the process of international trade. Further, in order to boost exports from
India, a bottoms-up approach has been adopted under “Districts as Export
Hubs” with an objective to empower each district to focus on developing
export of identified products from the district thereby generating economic
activity and employment at the district level;
8. The FTP also recognizes the country's commitment to its international
obligations and thereby provide a framework for its implementation through
the Policy;
9. Exploring new markets and new products as well as increasing India’s share
in the traditional markets and products, leveraging benefits of GST; close
monitoring of export performances and taking immediate corrective measures
based on state-of-the-art data analysis; increasing ease of trading across
borders; increasing the realizations from Indian agriculture-based exports and
promoting exports from MSMEs.

GOALS AND OBJECTIVES

1. Working towards achieving a target of $2 trillion worth of goods and services

exports by 2030.
2. The target has been set in the context of our immense export potential, past
trends, recent initiatives taken by the Government and the need to push the
economy.
3. The FTP 2023 seeks to achieve the following objectives:
1. To provide a stable and sustainable policy environment for foreign
trade in merchandise and services;
2. To link rules, procedures and incentives for exports and imports with
other initiatives such as “Make in India”, “Digital India” and “Skills India”
to create an “Export Promotion Mission” for India;
3. To promote the diversification of India’s export basket by helping
various sectors of the Indian economy to gain global competitiveness
with a view to promoting exports;
4. To create an architecture for India’s global trade engagement with a
view to expanding its markets and better integrating with major regions,
thereby increasing the demand for India’s products and contributing to
the government’s flagship “Make in India” initiative;
5. To provide a mechanism for regular appraisal in order to rationalize
imports and reduce the trade imbalance.
 OUR VALUES:

1. Accountability and e-governance

2. Transparency in operations and Access to information
3. Improving the performance and integrity of public services

OUR CLIENTS:

All producers and consumers of goods and services in general and exporters
and importers in particular.

OUR COMMITMENT:

To facilitate international trade in goods & services and thereby stimulate

sustained national economic growth, through coordinated efforts of the Union
and the State Governments, by providing a trade environment that is
transparent, equitable, proactive, based on consultation that enhances the
user's confidence in the organization.

SERVICES PROVIDED:
Our mandate is to formulate and implement Foreign Trade Policy of the
Government of India for delivery of efficient and quality services to our clients.
We are committed to provide integrated EDI platform for Trade.

EXPORT FACILITATION:

i. DGFT has been functioning as a facilitator of exports and imports. Our focus
is on good governance, on clean, transparent and accountable delivery
systems.
ii. Zonal/Regional offices of DGFT are also functioning as Export Facilitation
Centers and as nodal agencies to attend to the problems of trade and
industry and to coordinate with different departments.
iii. DGFT has also taken up the role of mentoring new and prospective exporters
in the arena of international trade under its new initiative of ‘NIRYAT
BANDHU’ and ‘Districts as Export Hubs’.
iv. All application process for trade related documents have been made online for
convenience of the public.

STANDARDS AND QUALITY OF SERVICES TO OUR CLIENTS:

DGFT Hqrs., New Delhi is an ISO 9001:2008 awardee Organisation. Its Regional
offices at Cochin, Mumbai and CLA (New Delhi) are also ISO Certified offices. It
is the consistent endeavour of our organization to deal with our clients in an open
and transparent manner and ensure disposal of all applications within the time
 schedule as prescribed in the policy/procedures. In case of delay, the clients
can approach the concerned Addl. DGFT/Joint DGFT with prior appointment.
Cases of inordinate delay where the matter has not been resolved by Addl.
DGFT/Joint DGFT could be brought to the notice of the Director General of
Foreign Trade for taking remedial measures. DGFT also monitors disposal of
applications filed in different Regional Authorities at its Headquarters to take
remedial measures.

GRIEVANCE REDRESSAL:

Under Foreign Trade Policy 2023, DGFT has set-up a Policy Relaxation
Committee under chairmanship of DGFT consisting of all Addl. DGFTs and Jt.
DGFTs to look into the requests seeking policy relaxation or relief on grounds of
genuine hardship and adverse impact on trade. Every exporter/importer has a right
to seek and have an opportunity to make a representation to the Policy Relaxation
Committee.

Vide Trade Notification No. 14 dated 24.08.2016, Grievance Redressal

Committees at HQ and in the offices of Zonal Additional DGFTs have been
constituted for speedy disposal of pending grievances. All Regional Authorities
have also allotted one hour time (all working day) to address the grievances
of the exporters/importers.

RIGHT TO INFORMATION:
We have implemented the Right to Information Act, 2005. The details of action
taken on implementation of this act, including lists of Central Public Information
Officers (CPIOs) and Appellate Authorities are given on the DGFTs website
under “Right to Information Act” icon.

TIME BOUND DISPOSAL OF APPLICATIONS

Regional Authority shall dispose of applications expeditiously. Following time
schedule shall normally be followed to dispose of applications provided it is
complete in all respects and is accompanied by prescribed documents.

S.No Category of application Time limit

for Disposal
(in working
days)
1 IEC Number 2
2 Advance Authorization where Input- 3
Output norms are notified or under
paragraph 4.07 of HBP, Advance
 Authorization for Annual
Requirement
and DFIA.
3 Fixation of input output norms 120
4 Issuance of EPCG Authorizations 3
5 All Authorizations under Gem & 3
Jewellery Scheme
6 Revalidation of Authorizations and 3
extension of export obligation period
by RA
7 Acceptance of BG/LUT 3
8 Redemption / EODC of Advance 15
Authorization / DFIA
9 Redemption of EPCG Authorizations 30
and release of BG / LUT.
10 Issuance/renewal of status certificate 3
11 Amendment of any category of 3
Authorization
12 Miscellaneous 10
13 Refund of DBK/TED under deemed 30
export
14 Fixation of Brand Rate for duty 30
drawback
15 Schemes of Chapter 3 3
16 Public Grievances 60

In all the above cases, the number day is counted from the date of submission
of complete application. Cases of undue delay in disposal of applications may
be brought to notice of head of regional offices by way of a written
representation, which shall be promptly enquired into and responded to.

NODAL OFFICER FOR DGFT:

In order to ensure effective implementation of the Charter, Nodal Officer for
DGFT is designated as under:

Shri Hardeep Singh,

Additional Director General Foreign Trade
Directorate General Foreign Trade, Udyog
Bhawan, New Delhi-110011 Ph. No. 011 -
23063466
E-mail: hardeep[dot]singh[at]nic[dot]in

Review of the Charter:

The charter will be reviewed every year to examine feedback and suggestions,
if any, as received from various stakeholders.