1. Citizen's Charter

This Charter is a declaration of the Ministry, incorporating its mission and commitment to the Micro, Small and Medium Enterprises and for the people of India, in general. 

2. Ministry of Micro , Small and Medium Enterprises 

2.1 The role of the M/o MSME is mainly to assist the States in their effort to promote growth and development of MSMEs, for enhancing the competitiveness of these enterprises in an increasingly market-led economy and for generating additional employment opportunities. In addition, the Ministry also attempts to address common concerns of these enterprises and also undertakes advocacy on behalf of this sector. 

2.2 The formulation and implementation of policies and programmes/projects/ schemes are undertaken by the Ministry with the assistance of its attached office,

public sector enterprise, statutory bodies and autonomous organisations, namely, O/o DC (MSME); the National Small Industries Corporation Ltd. (NSIC); the Khadi and Village Industries Commission (KVIC); the Coir Board and three national level entrepreneurship development institutes, viz; National Institute for Micro, Small and Medium Enterprises (NI-MSME), Hyderabad; National Institute for Entrepreneurship and Small Business Development (NIESBUD), Noida; and Indian Institute of Entrepreneurship (IIE), Guwahati.  

2.3 The Organisations of the Ministry have their own Citizen’s Charters. 

3. OUR MISSION 

3.1 The mission of the Ministry is to promote, in cooperation with other Ministries and Departments of Central Government, State Governments, Union Territory Administrations and all other stakeholders, the growth and development of the micro, small and medium enterprises, including village and tiny industries and to enhance their competitiveness so as to enable these MSME enterprises to contribute in generation of productive employment opportunities in the country. 

3.2 It is the endeavour of this Ministry to support the micro, small and medium enterprises, including village and tiny industries through advocacy with other Ministries/Departments of Government of India and other stakeholders. 

3.3 The objective of this Ministry is to facilitate growth and development of MSMEs. The main focus of the schemes/ programmes undertaken by the organisations of the Ministry is thus to provide/facilitate provision of a wide range of services and facilities required for accelerating the growth of MSMEs. The schemes/programmes generally focus on capacity building in the States/Regions.  

3.4 The aim of this Ministry is to provide prompt service to citizens through its attached office, public sector enterprise, statutory bodies and autonomous organisations, for accelerating the growth of MSMEs and also to enhance their competitiveness. 

3.5 The Ministry seeks to fulfill its mission by formulating appropriate policies and designing/implementing support measures in the fields of credit, technological upgradation, marketing, entrepreneurship development, etc. and undertaking effective advocacy for these purposes. 

4. COMMITMENT 

4.1 The Ministry and its organizations are committed to providing efficient and prompt services with transparency and courtesy to the citizens as well as to MSMEs. 

4.2 Towards this end, the Ministry in the spirit of dutiful discipline, respects the rights of individuals, entrepreneurs and  their associations. The Ministry maintains  and upholds the confidentiality of personal and business information disclosed to it by the citizens. The Ministry along with its organisations continuously reviews the policies, programmes and enforcement of related laws and regulations, in consultation with the stakeholders concerned, with the aim of fulfilling its mission. 

5. STANDARD FOR GENERAL PROCEDURE 

The letters received by the Ministry are generally acknowledged within 15 days and replied to as soon as possible. 

6. RESPONSIBILITIES OF OUR CITIZENS 

The Ministry expects continuous feedback from the citizens on the quality of the

services provided to them and on areas in which improvements are expected. 

7. ASSESSING PERFORMANCE 

The Ministry, from time to time, shares its performance with the citizens and Annual Report 2008-2009  stakeholders through the media and its website. The Ministry also undertakes independent surveys on perceptions of the citizens and assessment of its performance. 

8. GUIDANCE AND HELP 

The Information and Facilitation Counter of the Ministry, located on the ground floor, Gate No. 4, Nirman Bhavan, New Delhi, provides information on the services and activities of the Ministry and its organizations. It also receives RTI applications as well as fees, if any, by RTI applicant. 

9. Annual Reports and Handbook on Self Employment have been published and are available for the information of potential entrepreneurs, policy makers and others. The website of the Ministry .i.e. www.msme.gov.in/ www.msme.nic.in provides all the relevant information and link to its organisations. 

10. COMPLAINTS 

10.1 In case of any complaint, one may telephone or send a letter or fax or visit the Ministry at Udyog Bhavan, New Delhi. However, before lodging complaint, one may, first of all, use the Information and Facilitation Counter of the Ministry. In case one is not satisfied, the matter may be taken up with the Grievance Officer in this Ministry. The address, phone and fax numbers of the Information and Facilitation Counter and the Grievance Cell are as follows:-