EMERGING MARKETING PRACTICES & TECHNIQUES OF LIC

Introduction to LIC

Life Insurance Corporation of India was created on 1st September, 1956, with the objective of spreading life insurance much more widely and in particular to the rural areas with a view to reach all insurable persons in the country, providing them adequate financial cover at a reasonable cost. LIC had 5 zonal offices, 33 divisional offices and 212 branch offices, apart from its corporate office in the year 1956. Since life insurance contracts are long term contracts and during the currency of the policy it requires a variety of services need was felt in the later years to expand the operations and place a branch office at each district headquarter. Re- organization of LIC took place and large numbers of new branch offices were opened. As a result of re-organization servicing functions were transferred to the branches, and branches were made accounting units. It worked wonders with the performance of the corporation. It may be seen that from about 200.00 crores of New Business in 1957 the corporation crossed 1000.00 crores only in the year 1969-70, and it took another 10 years for LIC to cross 2000.00 crore mark of new business. But with re-organisation happening in the early eighties, by 1985-86 LIC had already crossed 7000.00 crore Sum Assured on new policies.

Today LIC functions with 2048 fully computerized branch offices, 100 divisional offices, 7 zonal offices and the Corporate office. LIC’s Wide Area Network covers 100 divisional offices and connects all the branches through a Metro Area Network. LIC has tied up with some Banks and Service providers to offer on-line premium collection facility in selected cities. LIC’s ECS and ATM premium payment facility is an addition to customer convenience. Apart from on-line Kiosks and IVRS, Info Centres have been commissioned at Mumbai, Ahmedabad, Bangalore, Chennai, Hyderabad, Kolkata, New Delhi, Pune and many other cities. With a vision of providing easy access to its policyholders, LIC has launched its SATELLITE SAMPARK offices. The satellite offices are smaller, leaner and closer to the customer. The digitalized records of the satellite offices will facilitate anywhere servicing and many other conveniences in the future.

LIC continues to be the dominant life insurer even in the liberalized scenario of Indian insurance and is moving fast on a new growth trajectory surpassing its own past records. LIC has issued over one crore policies during the current year. It has crossed the milestone of issuing 1,01,32,955 new policies by 15th Oct, 2005, posting a healthy growth rate of 16.67% over the corresponding period of the previous year.

From then to now, LIC has crossed many milestones and has set unprecedented performance records in various aspects of life insurance business. The same motives which inspired our forefathers to bring insurance into existence in this country inspire us at LIC to take this message of protection to light the lamps of security in as many homes as possible and to help the people in providing security to their families

Life Insurance Corporation of India is a wholly owned undertaking of the Government of India.

Life Insurance Corporation of India was established by an Act of Parliament on 1st September, 1956. Its Central Office is located in Mumbai. It also has seven zonal offices each located in Mumbai(Western Zone), New Delhi (Northern Zone), Kanpur (North-Central Zone), Bhopal (Central Zone), Chennai (Southern Zone), Hyderabad(South-Central Zone), and  Kolkotta (Eastern Zone).

It has a network of over 2000(2048) branches and more than nine lakh agents.

Over 47 years, LIC has become a household name for providing security for a lifetime and is synonymous to life insurance in India.

LIC ranks No.1 in the list of top 500 companies on the basis of Net Worth(Rs. 15, 47, 951 million) as well as Net Profit(2,66,277 million)- Dun & Bradstreet (India 500)

Mission
"Explore and enhance the quality of life of people through financial security by providing products and services of aspired attributes with competitive returns, and by rendering resources for economic development."

Vision
"A trans-nationally competitive financial conglomerate of significance to societies and Pride of India."

 Goals

·          Promote within the Corporation greater awareness of the changing environment and the need to align the corporate policy to the emerging situation.

·          Help fashioning, within the constraints, its policies, programmes, practices and products to meet the expectations of the Public. Help the public to appreciate the performance and the limitations of LIC.

Product Offered By LIC

Insurance Plan

As individuals it is inherent to differ. Each individual’s insurance needs and requirements are different from that of the others. LIC insurance plans are policies that talk to you individually and give you the most suitable option that can fit customer requirements.

Children plan

·         Komal Jeevan - Plan No. 159

·         Children Deferred - Plan no.41

·         Jeevan Kishore - Plan no.102

·         Jeevan Chhaya - Plan no.103

·         Marriage Endowment/Educational Annuity - Plan No. 90

·         Jeevan Anurag - Plan no.168

Endowment Policy

·         Endowment with Profits - Plan no.14 Limited Payment Endowment with Profits - Plan no.48

·         Jeevan Mitra - Plan no.88

Group Insurance Policy

Group Insurance Scheme is life insurance protection to groups of people. This scheme is ideal for employers, associations, societies etc. and allows you to enjoy group benefits at really low costs.

·         Janashree Bima Yojana

·         Group Insurance Scheme in lieu of EDLI

·         Group (Term) Insurance Scheme

·         Group Savings Linked Insurance Scheme

Group Superannuation Scheme
Group Mortgage Redemption Assurance Scheme

Joint Life Policy

·          Jeevan Saathi - Plan no.89

Money Back Policy

·           Money Back with Profit - Plan no.75

·           New Money Back - Plan no.93

RECENT INNOVATION STARTEGY FOR ENHANCING CUSTOMER SATISFACTION BY LIC

LIC has realised the importance of personal involvement and has included it in the training program itself. Once the Agent is recruited he needs to undergo a compulsory training program designed by LIC. The Training Program also explains them the importance of the smallest of the customer .i.e. customer who is just seeking general information.  The Agents and Employees are trained to Apologise to its customers even if they are not at fault.  

“SO IT DOSENT TAKE MUCH OF TIME FOR THE HANDS OF THE LIC LOGO TO COME CLOSER FOR APOLOGY”

                   

, LIC has established elaborate Grievance Redressal Machinery at different level as per the customer requirement. There are Complaint cells which are specially set up to listen up to each and every customer’s problems. LIC gas also set up Policyholder Councils and Zonal Advisory Boards to understand the problems of their customer situated in any part of the city.

Offers a Fair Fix to Problem:

Customers want wrong to be set right and expects service contact employee to be skilled, empowered and interested in setting things right.

This is the main reason why LIC conducts training programs for the newly recruited Agents as well as the other Employees. In any kind of breakdown situations LIC try to offer a rational explanation and demonstrate sensitivity and concern to the customer rather than defending themselves.

Offers Some Compensation for the Inconvenience:

Compensation here wouldn’t mean of just monetary compensation or some extreme measures like firing the Branch Manager Etc; but it is just to make-up for the loss of customer satisfaction. It could be like “it’s on us”; “free service” etc. The service provider should plan certain compensation policies in advance for various types of situations and deliver it as and when the situation is faced.

Keep the Promises: 

It basically means that the Company should keep the promises made to the Customer before or at the time of service provision i.e. the Company should fulfill its commitments.

LIC makes sure that none of the Agents provide any kind of wrong information or false promises to its customers which mislead them. LIC ask their Agents to give reasonable commitments so that they could be fulfilled by the Company or the Agent on behalf of the Company. 

Follow Up:

This is the most important step in Service Recovery as it ensures that whether the implemented Service Recovery was Satisfactory or not. It would include Internal and External Follow-up. Internal Follow-up would be to ensure that the solutions they put in motion are actually executed and the External part would be to get feedback from the customer whether he is satisfy

Complaint Handling

In a vast Organization like LIC, catering to the various needs and aspirations of millions of policyholders, grievances of customers do arise occasionally. In order to redress these grievances LIC has established elaborate Grievance Redressal Machinery

IT in LIC

In today’s world, IT is a must for any industry to keep pace with the customer’s changing expectations. This is especially relevant in the service industry. The insurance sector has to ensure that the technology it chooses does not lag behind where customer expectations are concerned.

LIC has more than 16 crore policy holders. So it has to induct the best IT products available and use them to cater to the needs of the customers and deliver anywhere any time service on demand and to add value to its new products. The trust and the goodwill of the customer gained in the last 50 years have to be consolidated by making all activities more customer-focused.

For instance, LIC has a corporate Web site to provide information on products, services, policy status, grievances and premium calculator. Other facilities include touch-screen information kiosks at central locations to provide 24 x 7 inquiry services to customers.

EMERGING MARKETING PRACTICES & TECHNIQUES OF LIC

With the emergence of competition, LIC has implemented strategic moves for business growth, as well as ensured quality improvement in service standards. As on today, they have been providing service to around 12 crore policy holders and their track has been well acknowledged as reflected through continual upgradation of service standards culminating into a world class performance in the area of claim settlement operations.

It is well acknowledged that LIC has been able to provide appropriate IT support in furtherance of prompt service to their valued policy holders. The complex task of conversion of computerization of all the branches with their conversion as Front Line offices has been completed in aphase manner. In addition to this, the launching of the IVRS facility, MAN and Wide Area Network operations has helped the co-operation improve its servicing.

LIC’s strength lies in:

1. Wide network of branches covering rural areas.
2. A large and well- spread agency organization.
3. An acknowledged record of performance.
4. Adequate yield with high risk cover being offered keeping the policy holders satisfied in the existing in the economic scenario.
5. Well accepted brand equity throughout the country.

In addition to this, LIC has an established and well administered Grievance Redressal Mechanism and with Ombudsman intervention, the customers appear to be well attended. However, this mechanism has to be restructured keeping in view the additional legal provisions laid down by the regulator as expounded in the IRDA act.

 

Futuristic Approach

 

Till today, LIC enjoyed a monopoly. It is now that reality exists in the are of marketing (i.e. sales and after sales service operations). It will now have to follow a multi-faceted strategy towards customer retention and also expanding to a new clientele. With the new face of the market, relationship management seems to be the new mantra.

At the nucleus of this approach is the concept of Customer Relationship management. The need is to have a comprehensive review of the business keeping in view customer expectations

 

Customer Orientation

 

LIC, to be in the reckoning, has to have an efficient feed-back system, so as to understand what the customer desires in terms of product design, service procedures, relationship convinience, accessibility, responses in terms of personalized service, attendance, core and complimentary on an individual basis. The new players in the market like ICICI, HDFC etc. will definitely be very aggressive in the open market. LIC has to go ahead with their former customers, existing customer, in a very gentle and courteous manner, reassuring them of their better services with persona, attention.

ADVERTISING TREND IN LIC

·     News Papers and Magazines

LIC give ads in the news papers and magazines round the year to continue its brand image and also when new products are introduced. Normally its ads are published in Times of India.

·         Television

Companies like LIC, advertise on television to make people aware of their products and services

·         Gifts

LIC provides diaries, pens, booklets, etc to its customers

·         Hoardings

LIC put its hoardings where there is a mass flow of people, especially outside the railway station or at the backside of the bus.

·         Advertisement At Kumbh Mela

LIC has also advertised about its products and the corporation even in the kumbh mela

·         Advertisement On Radio satellite channel

Advertisement about LIC are frequently been telecast on radio and   satellite channel.

RULES - THE PAYMENT OF GRATUITY (CENTRAL)

         In exercise of the powers conferred by sub-section (1) of section 15 of the Payment of Gratuity Act, 1972 (39 of 1972), the Central Government hereby makes the following rules, namely:-

       1. Short title and commencement.-

         

         (1) These rules may be called the Payment of Gratuity (Central) Rules, 1972.

       (2) These rules shall come into force on the 16^th September, 1972;

     2. Definitions.-In these rules, unless there is anything repugnant in the subject or context,-

(a)   "Act" means the Payment of Gratuity Act, 1972 (39 of 1972);

(b)   "Appellate authority" means the Central Government or the authority specified by the Central Government under sub-section (7) of section 7;

(c)   "Form" means a form appended to these rules;

(d)   "nomination" means nomination made under section 6;

(e)   "section" means a section of the Act.

      3. Notice of opening, change or closure of the establishment.- 

(1) Within thirty days of the rules becoming applicable to an establishment, a notice in Form A shall be submitted by the employer to the controlling authority of the area.

     (2) A notice in Form B shall be submitted by the employer to the controlling authority of the area within thirty days of any change in the name, address, employer or nature of business.

     (3) Where an employer intends to close down the business he shall submit a notice in Form C to the controlling authority of the area at least sixty days before the intended closure.

     4. Display of notice.-

   (1) The employer shall display conspicuously a notice at or near the main entrance of the establishment in bold letters in English and in a language understood by the majority of the employees specifying the name of officer with designation authorised by the employer to receive on his behalf notices under the Act or the rules.

     (2) A fresh notice shall be displayed immediately after the notice referred to in sub-rule (1) becomes illegible or requires a change.

    *5. Form of notice under proviso to section (2) (h) (ii).-

 (1) A notice under the proviso to sub-clause (ii) of clause (h) of section 2 shall be in Form D and sent in triplicate by the employee to the employer, who shall, after recording its receipt on one copy thereof, return the copy to the employee and send the second copy to the controlling authority of the area.

1.	Vide G,S.R. 412 (E). dated 16th September, 1972, published in the Gazette of India; Extra., Pt. II, Sec. 3(i), dated 16th September, 1972.
*	By section 2 of the Payment of Gratuity (Amendment) Act, 1987 (22 of 1987) proviso to sub- clause (ii) of clause (h) of section 2 of the Payment of Gratuity Act, 1972 (39 of 1972) has been omitted (w.e.f. 1-10-1987) and accordingly rule 5 along with Forms D and E have become redundant, Ed.

        (2) An employee may withdraw the notice referred to in sub-rule (1) by giving another notice in triplicate in Form 'E' to the employer, who shall follow the same procedure as in sub-rule (1).

      6. Nominations.-

(1) A nomination shall be in Form 'F' and submitted in duplicate by personal service by the employee, after taking proper receipt or by sending through registered post acknowledgement due to the employer,

(i)             in the case of an employee who is already in employment for a year or more on the date of commencement of these rules, ordinarily, within ninety days from such date, and

(ii)            in the case of an employee who completes one year of service after the date of commencement of these rules, ordinarily within thirty days of the completion of one year of service:

       Provided that nomination in Form 'F' shall be accepted by the employer after the specified period, if filed with reasonable grounds for delay, and no nomination so accepted shall be invalid merely because it was filed after the specified period.

      (2) Within thirty days of the receipt of nomination in Form 'F' under sub-rule (1), the employer shall get the service particulars of the employee, as mentioned in the form of nomination, verified with reference to the records of the establishment and return to the employee, after obtaining a receipt thereof, the duplicate copy of the nomination in form 'F' duly attested either by the employer or an officer authorised in this behalf by him, as a token of recording of the nomination by the employer and the other copy of the nomination shall be recorded.

    (3) An employee who has no family at the time of making a nomination shall, within ninety days of acquiring a family submit in the manner specified in sub-rule (1), a fresh nomination, as required under sub-section (4) of section 6, duplicate in Form 'G' to the employer and thereafter the provisions of sub-rule (2) shall apply mutatis mutandis as if it was made under sub-rule (1).

    (4) A notice of modification of a nomination, including cases where a nominee predeceases an employee, shall be submitted in duplicate in Form 'H' to the employer in the manner specified in sub-rule (1), and thereafter the provisions of sub-rule (2) shall apply mutatis mutandis.

    (5) A nomination or a fresh nomination or a notice of modification of nomination shall be signed by the employee or, if illiterate, shall bear his thumb impression, in the presence of two witnesses, who shall also sign a declaration to that effect in the nomination, fresh nomination or notice of modification of nomination, as the case may be.

    (6) A nomination, fresh nomination or notice of modification of nomination shall take effect from the date of receipt thereof by the employer.

     7. Application for gratuity.-

(1) An employee who is eligible for payment of gratuity under the Act, or any person authorised, in writing, to act on his behalf, shall apply, ordinarily within thirty days from the date the gratuity became payable, in Form 'I' to the employer:

    Provided that where the date of superannuation or retirement of an employee is known, the employee may apply to the employer before thirty days of the date of superannuation or retirement.

        (2) A nominee of an employee who is eligible for payment of gratuity under the second proviso to sub-section (1) of section 4 shall apply, ordinarily within thirty days from the date of gratuity became payable to him, in Form ‘J’ to the employer:

        Provided that an application in plain paper with relevant particulars shall also be accepted. The employer may obtain such other particulars as may be deemed necessary by him.

      (3) A legal heir of an employee who is eligible for payment of gratuity under the second proviso to sub-section (1) of section 4 shall apply, ordinarily within one year from the date of gratuity became payable to him, in Form 'K' to the employer.

     (4) Where gratuity becomes payable under the Act before the commencement of these rules, the periods of limitation specified in sub-rules (1), (2) and (3) shall be deemed to be operative from the date of such commencement.

     (5) An application for payment of gratuity filed after the expiry of the periods specified in this rule shall also be entertained by the employer, if the applicant adduces sufficient cause for the delay in preferring his claim, and no claim for gratuity under the Act shall be invalid merely because the claimant failed to present his application within the specified period. Any dispute in this regard shall be referred to the controlling authority for his decision.

     (6) An application under this rule shall be presented to the employer either by personal service or by registered post acknowledgement due.

      8. Notice for payment of gratuity.-

               (1) Within fifteen days of the receipt of an application under rule 7 for payment of gratuity, the employer shall-

(i)             if the claim is found admissible on verification, issue a notice in Form 'L’ to the applicant employee, nominee or legal heir, as the case may be, specifying the amount of gratuity payable and fixing a date, not being later than the thirtieth day after the date of receipt of the application, for payment thereof, or

(ii)            if the claim for gratuity is not found admissible, issue a notice in Form 'M' to the applicant employee, nominee or legal heir, as the case may be, specifying the reasons why the claim for gratuity is not considered admissible. In either case a copy of the notice shall be endorsed to the controlling authority.

        (2) In case payment of gratuity is due to be made in the employer's office, the date fixed for the purpose in the notice in Form 'L' under clause (1) of sub-rule (1) shall be refiexed by the employer, if a written application in this behalf is made by the payee explaining why it is not possible for him to be present in person on the date specified.

      (3) If the claimant for gratuity is a nominee or a legal heir, the employer may ask for such witness or evidence as may be deemed relevant for establishing his identity or maintainability of his claim, as the case may be. In that 'case, the time limit specified for issuance of notices under sub-rule (1) shall be operative with effect from the date such witness or evidence, as the case may be, called for by the employer is furnished to the employer.

     (4) A notice in Form 'L' or Form 'M' shall be served on the applicant either by personal service after taking receipt or by registered post with acknowledgement due.

    (5) A notice under sub-section (2) of section 7 shall in Form ‘L’.

        9. Mode of payment of gratuity.- 

The gratuity payable under the Act shall be paid in cash or, if so desired by the payee, in Demand Draft or bank Cheque to the eligible employee, nominee or legal heir, as the case may be:

      Provided that in case the eligible employee, nominee or legal heir, as the case may be, so desires and the amount of gratuity payable is less than one thousand rupees, payment may be made by postal money order after deducting the postal money order commission therefor from the amount payable:

     Provided further that intimation about the details of payment shall also be given by the employer to the controlling authority of the area:

     Provided further that in the case of nominee, or an heir, who is minor, the controlling authority shall invest the gratuity amount deposited with him for the benefit of such minor in term deposit with the State Bank of India or any of its subsidiaries or any Nationalised Bank.

      Explanation.-"Nationalised Bank" means a corresponding new bank specified in the First Schedule to the Banking Companies (Acquisition and Transfer of Undertakings) Act, 1970 (5 of 1970) or a corresponding new bank specified in the First Schedule of the Banking Companies (Acquisition and Transfer of Undertakings) Act,. 1980 (40 of 1980).]

      10. Application to controlling authority for direction.-

(1) If an employer-

(i)             refuses to accept a nomination or to entertain an application sought to be filed under rule 7, or

(ii)            issues a notice under sub-rule (1) of rule 8 either specifying an amount of gratuity which is considered by the applicant less than what is payable or rejecting eligibility to payment of gratuity, or

(iii)           having received an application under rule 7 fails to issue any notice as required under rule 8 within the time specified therein,

 the claimant employee, nominee or legal heir, as the case may be, may, within ninety days of the occurrence of the cause for the application, apply in Form 'N' to the controlling authority for issuing a direction under sub-section (4) of section 7 with as many extra copies as are the opposite party:

        Provided that the controlling authority may accept any application under this sub-rule, on sufficient cause being shown by the applicant, after the expiry of the specified period.

      (2) Application under sub-rule (1) and other documents relevant to such an application shall be presented in person to the controlling authority or shall be sent by registered post acknowledgement due.

      11. Procedure for dealing with application for direction.-

(1) On receipt of an application under rule 10 the controlling authority shall, by issuing a notice in Form 'O', call upon the applicant as well as the employer to appear before him on a specified date, time and place, either by himself or through his authorised representative together with all relevant documents and witnesses, if any.

1.	Ins. by G.S.R. 77, dated 2nd February, 1991 (w.e.f. 1-2-1991).
1.	Ins. by G.S.R. 2868, dated 22nd November, 1975.

       (2) Any person desiring to act on behalf of an employer or employee, nominee or legal heir, as the cases may be, shall present to the controlling authority a letter of authority from the employer or the person concerned, as the case may be, on whose behalf he seeks to act together with a written statement explaining his interest in the matter and praying for permission so to act. The controlling authority shall record thereon an order either according his approval or specifying, in the case of refusal to grant the permission prayed for, the reasons for the refusal.

     (3) A party appearing by an authorised representative shall be bound by the acts of the representative.

    (4) After completion of hearing on the date fixed under sub-rule (1), or after such further evidence, examination of documents, witnesses, hearing and enquiry, as may be deemed necessary, the controlling authority shall record his finding as to whether any amount is payable to the applicant under the Act. A copy of the finding shall be given to each of the parties.

        (5) If the employer concerned fails to appear on the specified date of hearing after due service of notice without sufficient cause, the controlling authority may proceed to hear and determine the application ex parte. If the applicant fails to appear on the specified date of hearing without sufficient cause, the controlling authority may dismiss the application:

        Provided that an order under this sub-rule may, on good cause being shown within thirty days of the said order, be reviewed and the application re-heard after giving not less than fourteen days' notice to the opposite party of the date fixed for rehearing of the application.

       12. Place and time of hearing.- The sittings of the controlling authority shall be held at such times and at such places as he may fix and he shall inform the parties of the same in such manner as he thinks fit.

      13. Administration of oath.- The controlling authority may authorise a clerk of his office to administer oaths for the purpose of making affidavits.

      14. Summoning and attendance of witnesses.- The controlling authority may, at any stage of the proceedings before him, either upon or without an application by any of the parties involved in the proceedings before him, and on such terms as may appear to the controlling authority just, issue summons to any person in Form 'P' either to give evidence or to produce documents or for both purposes on a specified date, time and place.

      15. Service of summons or notice.-(1) Subject to the provisions of sub-rule (2) any notice, summons, process or order issued by the controlling authority may be served either personally or by registered post acknowledgement due or in any other manner as prescribed under the Code of Civil Procedure, 1908 (Act 5 of 1908).

     (2) Where there are numerous persons as parties to any proceeding before the controlling authority and such persons are members of any trade union or association or are represented by an authorised person, the service of notice on the Secretary, or where there is no Secretary, on the principal officer of the trade union or association, or on the authorised person shall be deemed to be service on such persons.

        16. Maintenance of records of cases by the controlling authority.-

(1) The controlling authority shall record the particulars of each case under section 7, in Form 'Q' and at the time of passing orders shall sign and date the particulars so recorded.

       (2) The controlling authority shall, while passing orders in each case, also record the findings on the merits of the case and file it together with the memoranda of evidence with the order sheet.

      (3) Any record, other than a record of any order or direction, which is required by these rules to be signed by the controlling authority, may be signed on behalf of and under the direction of the controlling authority by any subordinate officer appointed in writing for this purpose by the controlling authority.

      17. Direction for payment of gratuity.-If a finding is recorded under sub-rule (4) of rule 11 that the applicant is entitled to payment of gratuity under the Act, the controlling authority shall issue a notice to the employer concerned in Form 'R' specifying the amount payable and directing payment thereof to the applicant under intimation to the controlling authority within thirty days from the date of the receipt of the notice by the employer. A copy of the notice shall be endorsed to the applicant employee, nominee or legal heir, as the case may be.

    18. Appeal.-

(1) The Memorandum of appeal under sub-section (7) of section 7 of the Act shall be submitted to the appellate authority with a copy thereof to the opposite party and the controlling authority either through delivery in person or under registered post acknowledgement due.

     (2) The Memorandum of appeal shall contain the facts of the case, the decision of the controlling authority, the grounds of appeal and the relief sought.

     (3) There shall be appended to the Memorandum of appeal a certified copy of the finding of the controlling authority and direction for payment of gratuity.

     (4) On receipt of the copy of Memorandum of appeal, the controlling authority shall forward records of the case to the appellate authority.

     (5) Within 14 days of the receipt of the copy of the Memorandum of appeal, the opposite party shall submit his comments of each paragraph of the memorandum with additional pleas, if any, to the appellate authority with a copy to the appellant.

     (6) The appellate authority shall record its decision after giving the parties to the appeal a reasonable opportunity of being heard. A copy of the decision shall be given to the parties to the appeal and a copy thereof shall be sent to the controlling authority returning his records of the case.

    (7) The controlling authority shall, on receipt of the decision of the appellate authority, make necessary entry in the records of the case maintained in Form 'Q' under sub-rule (1) of rule 16.

   (8) On receipt of the decision of the appellate authority, the controlling authority shall, if required under that decision, modify his direction for payment of gratuity and issue a notice to the employer concerned in Form 'S' specifying the modified amount payable and directing payment thereof to the applicant, under intimation to the controlling authority within fifteen days of the receipt of the notice by the employer. A copy of the notice be endorsed to the appellant employee, nominee or legal heir, as the case may be and to the appellate authority.

       19. Application for recovery of gratuity.-Where an employer fails to pay the gratuity due under the Act in accordance with the notice by the controlling authority under rule 17 or rule 18, as the case may be, the employee concerned, his nominee or legal heir, as the case may be, to whom the gratuity is payable may apply to the controlling authority in duplicate in Form 'T' for recovery thereof under section 8 of the Act.

      20. Display of abstract of the Act and Rules.- The employer shall display an abstract of the Act and the rules made thereunder ¹[as given in Form 'U'] in English and in the language understood by the majority of the employees at conspicuous place at or near the main entrance of the establishment.