FOREWORD BY CHIEF EXECUTIVE OFFICER

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 Citizen Charter is to
achieve a STAR administration i.e. Simple, Transparent, Accountable and
Responsive administration in fulfilling the needs of the allottees/citizens.
A systematic Grievance Redressal System has been introduced in the form of
Standing Committees 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. Timelines 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. Garg
Chief Executive Officer
June, 2007

New Okhla Industrial Development Authority

Main Administrative Building, Sector-6, Noida 201 301
CITIZEN CHARTER
The main objective of this exercise is to improve the quality of public services. 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
Citizens 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.
1.

ABOUT THE AUTHORITY

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%

2.

OBJECTS OF THE AUTHORITY

(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)
(d)

to provide infrastructure for industrial, commercial, institutional and residential purposes;

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.

3.

PREAMBLE

This is a commitment of the New Okhla Industrial Development Authority to its allottees and citizens
to provide services in a

time-bound

transparent

efficient and

courteous manner

3.1

QUALITY OF SERVICE

Single window service for receipt of all applications for any property related issue.

Grievance redressal system in the form of Standing Committees headed by senior officers, which
provide an opportunity for personal hearing to the allottees.

Personal meeting with Chief Executive Officer on every working Tuesday/ Thursday of the week
without any prior appointment.

Periodical meetings with representatives of Resident Welfare Associations/ Industrial Associations/

Traders Associations / Federations and Villagers at notified timings.

3.2

ACCESS TO INFORMATION

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.

FAQs 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

3.3 GRIEVANCE REDRESSAL

A.

For any property-related issue, the allottee/applicant can contact the concerned
Manager/AGM/DGM/GM during visiting hours on all working days. Time lines 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 Standing Committees
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 allottee can also personally present his case before the Standing Committee, if
desires.

B.

For obtaining sanction for raising construction on the allotted/leased premises, allottee / lessee
can submit building plan for sanction 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 Maintenance/Water Supply/ Sanitation/ Sewerage/ Horticulture/

StreetLights/ Encroachment, 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 general queries, 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.

3.4 CITIZENS OBLIGATIONS

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.

TIMELINE FOR INDUSTRIAL PLOTS/ SHEDS

S. Activity
No.
1. Allotment of industrial plots/sheds
as per the advertised scheme
2. Transfer of Plot/Shed
3. Transfer of Plot/Shed amongst
blood relations as defined
4. Transfer of Plot/Shed on death of
the allottee
5. Renting Permission
6. Change in Constitution
7. Change/Addition of Project
8. Issue of functional certificate
9. Grant of Mortgage permission
10. Extension of time period for
implementing the project
11. Issue of duplicate papers
12. Acceptance of surrender application
13. Rejection/Acceptance of Restoration
of allotment
14. Permission for amalgamation/
deamalgamation of industrial plots
15. Conversion of industrial plot from
industrial land use to industrial
facilities
16. Execution of lease deed
17. Extension of time period for
execution of lease deed
18. Calculation for deposit of various
due amounts
19. Issue of No Dues Certificate
20. Issue of Mutation letter after
receipt of copy of the Transfer
Deed
21. Acceptance of Power of Attorney
given by the allottee for
performance of various functions

Time line

Decision to be taken
at the level of
Chief Executive Officer

As prescribed in the
brochure of the Scheme
Within 7 days
Within 7 days

AGM/ DGM/ GM
AGM/ DGM/ GM

Within 7 days

AGM/ DGM/ GM

Within 7 days
Within 7 days
Within 7 days
Within 7 days
Within 5 days
Within 5 days

AGM/ DGM/ GM
AGM/ DGM/ GM
AGM/ DGM/ GM
AGM/ DGM/ GM/ OSD
Manager/ Desk Officer
Manager/ Desk Officer

Within 3 days
Within 7 days
Within 30 days

Manager/ Desk Officer

AGM/ DGM/ GM
OSD

Within 30 days

OSD

Within 30 days

OSD

As mentioned in the
allotment letter
Within 7days

Asstt. Law Officer

Within 3 days

Account Officer

Within 7 days
Within 3 days

Account Officer
Asstt. Law Officer

Within 7 days

AGM/ DGM/ GM

AGM/ DGM/ GM

TIMELINE FOR RESIDENTIAL PLOTS AND GROUP HOUSING PLOTS

S.
No.

Activity

Time line

Decision to be taken
at the level of

1.

Allotment of residential plots/

group housing plots as per the
advertised scheme
Transfer of Plot/Premises
Transfer of Plot/Premises amongst
blood relations as defined
Transfer of Plot/Premises on
death of the allottee
Permission for co-allotteeship
Mortgage Permission for
construction purpose
Mortgage Permission as Collateral
Security
Issue of duplicate papers
Acceptance of surrender application
Rejection/ Acceptance of
Restoration of allotment
Extension of time period for
construction on plot
Execution of lease deed

As prescribed in the
brochure of the Scheme

Chief Executive Officer

Within 7 days
Within 7 days

AGM/ DGM/ GM
AGM/ DGM/ GM

Within 7 days

AGM/ DGM/ GM

Within 7 days
Within 5 days

AGM/ DGM/ GM
Manager/ Dy. Manager

Within 7 days

AGM/ DGM/ GM

Within 3 days
Within 7 days
Within 30 days

Manager/ Dy. Manager

AGM/ DGM/ GM
A. C. E. O

Within 5 days

Manager/ Dy. Manager

Within 30 days
of the check list
Within 7 days

Asstt. Law Officer

AGM/ DGM/ GM

Within 3 days

Account Officer

Within 7 days
Within 3 days

Account Officer
Asstt. Law Officer

Within 7 days

AGM/ DGM/ GM

2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.

17.

Extension of time period for

execution of lease deed
Calculation for deposit of
various due amounts
Issue of No Dues Certificate
Issue of Mutation letter after
receipt of copy of the Transfer
Deed
Acceptance of Power of Attorney
given by the allottee for performance
of various functions

TIMELINE FOR COMMERCIAL PLOTS AND SHOPS

S.
Activity
No.
1.
Allotment of commercial
plots/shops as per the advertised
scheme
2.
Transfer of Plot/Shop
3.
Transfer of Plot/Shop on death
of the allottee
4.
Change in Constitution
5.
Change of use
6.
Issue of functional certificate
7.
Mortgage Permission for construction
purpose
8.
Mortgage Permission as Collateral
Security
9.
Extension of time period for raising
construction or functioning of shop
10. Issue of duplicate papers
11. Acceptance of surrender application
12. Rejection/Acceptance of Restoration
of allotment
13. Execution of lease deed
14.
15.
16.
17.
18.

19.

Extension of time period for execution

of lease deed
Calculation for deposit of various due
amounts
Issue of No Dues Certificate
Issue of Mutation letter after receipt
of copy of the Transfer Deed
Acceptance of Power of Attorney given
by the allottee for performance of various
functions
Acceptance of allotment money before
cancellation alongwith interest as per
terms & conditions of allotment

Time line
As prescribed in the
brochure of the
Scheme
Within 7 days
Within 7 days

Decision to be taken
at the level of
Chief Executive Officer

AGM/ DGM/ GM
AGM/ DGM/ GM

Within 7 days
Within 15 days
Within 7 days
Within 5 days

AGM/ DGM/ GM
OSD/DCEO
AGM/ DGM/ GM/ OSD
Manager/ Dy. Manager

Within 7 days

AGM/ DGM/ GM

Within 5 days

Manager/ Desk Officer

Within 3 days
Within 15 days
Within 30 days

Manager/ Desk Officer

OSD/ DCEO
OSD/ DCEO

As mentioned in the
allotment letter
Within 7 days

Asstt. Law Officer

Within 3 days

Account Officer

Within 7 days
Within 3 days

Account Officer
Asstt. Law Officer

Within 7 days

AGM/DGM/GM

Within 15 days

OSD

AGM/ DGM/ GM

TIMELINE FOR INSTITUTIONAL PLOTS

S.
Activity
No.

Time line

Decision to be taken
at the level of

1.

Allotment of institutional plots as

per the advertised scheme

Chief Executive Officer

2.
3.

Transfer of Institutional plot/ Premises

Transfer of Plot/Premises on death
of the allottee
Renting of Institutional Premises
Change in Constitution
Issue of functional certificate
Grant of extension for implementation
of the project
Grant of Mortgage Permission
Surrender of Institutional Plot
Rejection/Acceptance of Restoration
of allotment
Execution of lease deed

As prescribed in the
brochure of the
Scheme
Within 15 days
Within 7 days

AGM/ DGM/ GM
AGM/ DGM/ GM

Within 30 days
Within 30 days
Within 15 days
Within 15 days

AGM/ DGM/ GM
AGM/ DGM/ GM
AGM/ DGM/ GM/ OSD
AGM/ DGM/ GM

Within 7 days
Within 15 days
Within 30 days

AGM/ DGM/ GM
AGM/ DGM/ GM
OSD

Within 30 days
of check list
Within 7 days

Asstt. Law Officer

AGM/ DGM/ GM

Within 3 days

Account Officer

Within 7 days
Within 3 days

Account Officer
Asstt. Law Officer

Within 7 days

AGM/ DGM /GM

Within 15 days

OSD

4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.

17.

Extension of time period for

execution of lease deed
Calculation for deposit of various due
amounts
Issue of No Dues Certificate
Issue of Mutation letter after receipt
of copy of the Transfer Deed
Acceptance of Power of Attorney given
by the allottee for performance of
various functions
Acceptance of allotment money before
cancellation alongwith interest as per
terms & conditions of allotment.

TIMELINE FOR HOUSES/ FLATS BUILT BY NOIDA

S. Activity
No.
1. Allotment of Flats/Houses as per
the advertised scheme
2.
3.

Transfer of Flat/House
Transfer of Flat/House amongst
blood relations as defined
4. Transfer of Flat/House on death
of the allottee
5. Permission for co-allotteeship
6. Mortgage Permission for purchase
of the flat/house
7. Mortgage Permission as
Collateral Security
8. Issue of duplicate papers
9. Surrender of flat/house
10. Rejection/Acceptance of
Restoration of allotment
11. Execution of lease deed
12. Extension of time period
for execution of lease deed
13. Calculation for deposit of various
due amounts
14. Issue of No Dues Certificate
15. Issue of Mutation letter after
receiptof copy of the Transfer
Deed
16. Acceptance of Power of Attorney given
by the allottee for performance of
various functions

Time line
As prescribed in the
brochure of the
Scheme
Within 7 days
Within 7 days

Decision to be taken
at the level of
Chief Executive Officer

AGM/ DGM/ GM
AGM/ DGM/ GM

Within 7 days

AGM/ DGM/ GM

Within 7 days
Within 5 days

AGM/ DGM/ GM
Manager/ Dy.Manager/

Within 7 days

AGM/ DGM/ GM

Within 3 days
Within 15 days
Within 30 days

Manager/ Dy. Manager

AGM/ DGM/ GM
DCEO

Within 30 days
of check list
Within 7 days

Asstt. Law Officer

AGM/ DGM/ GM

Within 3 days

Account Officer

Within 7 days
Within 3 days

Account Officer
Asstt. Law Officer

Within 7 days

AGM/ DGM/ GM

TIMELINE FOR BUILDING SANCTION AND COMPLETION

S.

Activity

Time line

No.

Concerned Officer/
Decision to be taken
at the level

1.

Every type of enquiry regarding

Every working day

Associate Architect

submission of building plans

2.

Sanction/Rejection of building plan

Within 30 days

Project Engineer

3.
4.

Revalidation of building plan

Issue of completion certificate

Within 7 days
Within 30 days

-do-do-

TIMELINE FOR MAINTENANCE

S. Works
No.

Work Completion
Period

Concerned Officer

1.

Within 7 days

Asstt. Project Engineer

Within 7 days
Notice to the owner
to remove the same
within 3 days
7 days after expiry of
the notice (cost to be
recovered from the owner)

-do-do-

2.
3.

4.

5.

6.

Temporary filling of pot holes/road

cuts
Patch Repair
Removal of rubbish (malba) from
Public Land by the owner
Removal of rubbish (malba) by
Authority, if the owner fails to
comply
Removal of encroachment from
road side

-do-

a) Temporary

Within 3 days

-do-

b) Permanent
Drain Repair
a) Minor repair
b) Major repair

Within 15 days

-do-

Within 10 days
Within 30 days

-do-do-

TIMELINE FOR STREETLIGHTS

S.

Works

No.

Work Completion

Concerned Officer

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

TIMELINE FOR SANITATION AND PUBLIC HEALTH

S.

Works

No.

Work Completion

Concerned Officer

Period

1.

Cleaning of roads

Every day

Sanitary Inspector

2.

Removal of garbage from rubbish

Every day

Sanitary Inspector

Same day

-do-

Within 2 days

-do-

Within 24 hours

-do-

bins
3.

Removal of garbage on
receipt of complaint

4.

Complaints regarding insanitary

condition

5.

Complaint regarding blockage/

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

TIMELINE FOR HORTICULTURE

S.
Works
No.

Work Completion
Period

Concerned Officer

1.

Regarding Park/Central Verge

Within 15 days

Dy. Director (Hort.)

2.

/ Greenbelt maintenance
Regarding Tree felling due to storm

Within 1 day

Asstt Director (Hort.)

3.

Trimming/Pruning of Trees

Within 7 days

Asstt Director (Hort.)

TIMELINE FOR MAINTENANCE

S. Works
No.

Work Completion
Period

Concerned Officer

1.

Within 1 day

Asstt. Project Engineer

Within 2 days
Within 5 days

-doProject Engineer

2.
3.

Regarding water supply at low

pressure, muddy water, etc
Breakage of pipeline (water/sewer)
Breakage of Major water/sewer
rising mains etc.

Any amendment in the Citizen Charter shall be available on our website i.e. www.noidaauthorityonline.com