ICSI Lays Down Quick Response & Resolution Time and Service Charter for Time-Bound Redressal of Services by Institute

The Institute of Company Secretaries of India (ICSI) has announced the implementation of its Quick Response & Resolution Time (QRRT) mechanism, accompanied by a comprehensive Service Charter - both of which are aimed at ensuring prompt, transparent, and accountable delivery of services to its members, students, and other stakeholders.

With the latest move, ICSI seeks to set clear standards for the resolution of various queries and service requests that come before it, making time-bound redressal a central commitment of the Institute’s functioning.

The new system not only promotes greater efficiency but also establishes measurable benchmarks for the Institute’s performance across its various directorates. By specifying the expected average time for query redressal and issue resolution, ICSI is steadfast in its aim to enhance user confidence in its processes while fostering a culture of timely service.

Which Activities are included in the Service Charter?

According to the Service Charter, the QRRT framework applies to a spectrum of activities, including student services such as registration, examination, and certification queries, membership matters, disciplinary cases, and requests for information from the Institute.

The document details average timelines for handling such requests, generally ranging from a few working days for straightforward queries to slightly longer periods for more complex matters that require multi-level review or approval.

Several directorates are identified as being central to the QRRT and Service Charter implementation. These include the Directorate of Student Services, Directorate of Membership, Directorate of Examinations, Directorate of Professional Development, and Directorate of Disciplinary and Legal Affairs among others.

Each directorate is responsible for adhering to the defined resolution timelines within its functional domain, further taking forward ICSI’s commitment to efficient and responsive governance.

The implementation of the QRRT and Service Charter and its release to the general public is indicative of ICSI’s proactive approach towards aligning with global best practices in professional service delivery in their arena.

Stakeholders seeking more detailed information about the types of activities covered, prescribed timelines, and the respective directorates’ responsibilities may go through the attached document.

Being the premier professional body for company secretaries in India, ICSI has once again reinforced its role as a forward-looking regulator and professional body within India’s corporate governance landscape.

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