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What occurs when a metropolis resident will get criticism a few civic situation lodged on the new integrated call centre’s helpline? The situation is resolved on paper, however no motion is taken on the bottom. The Indian Express, by way of totally different residents, despatched complaints of native civic points that required redressal. Interestingly, in a majority of the circumstances barring one, residents acquired messages that the criticism had been resolved, even once they weren’t.
The helpline was inaugurated two months in the past by Municipal Commissioner KK Yadav and a new criticism quantity (0172-278720) was launched. A timeline has been set for various issues, that are purported to be resolved within the specified time.
AK Prashar, President, Sector 43 Resident Welfare Awareness, registered two complaints for water stagnation and drain blockage in entrance of a home in Sector 43B, on November 21.
Prashar acquired a message stating the difficulty had been assigned to the official. Surprisingly, even earlier than the difficulty was addressed, he acquired a message on November 26, saying the issue had been addressed. “The concerned JE neither visited the site, nor tried to contact me. When I tried to contact them there was no response. Surprisingly, without attending to the complaint at all, on November 26, I received a message that complaint regarding stagnation of water has been resolved. I have to get the complaint registered again as the problem still stands,” he mentioned.
On the second criticism, Prashar acquired a message stating the criticism was rejected. “They rejected it with no reason. Both these complaints have not yet been addressed by the Municipal Corporation,” he mentioned.
Surjit Singh Sidhu, Secretary, Government Houses RWS, Sector 22 lodged a criticism about avenue lights in his space not working for the final two months. Stating that he registered a number of complaints on each the outdated and no helpline, the matter was not resolved. He registered a contemporary criticism on November 22, however even because the stipulated time of redressal is over, there isn’t a redressal.
“One of the street lights of our neighbourhood has not been working for the last two months. On November 22, we lodged complaint on the MC helpline and the national portal of EESL. Till date there is no resolution. They said redressal of such problems happens within three days, but the issue has not been resolved,” Sidhu added.
A criticism of pruning of tree branches was lodged by Sanjeev Bansal, President of Sector 45 Resident Welfare Association. Bansal acknowledged the bent branches might hurt folks and even harm autos in a lightweight storm. He acquired message of redressal even the branches weren’t pruned.
“The MC never takes any action on any complaint. They don’t follow the norms of citizen charter. What is the point of a Right to Service Act, when the problem doesn’t have to be resolved? After lodging complaint, we received a complaint registration message. After two days I received a message saying it complaint had been resolved, but no action was taken,” Bansal mentioned.
Subhash Chand Gupta, President of the Sector 29 Resident Welfare Association registered a criticism of street stuffed with potholes on November 25. He continues to be ready for a response from the officers.
Davinder Kaur, a widow residing at Sangam Enclave, Sector 48RWA was shocked when she acquired a water invoice of Rs 8,723 on November 19. All her earlier payments have been of fastened water consumption of 100 KL. After registering a number of complaints and discovering no respite, she visited the water provide division to get her criticism addressed. The defective meter was faraway from her home only final week, however she awaits correction in her water invoice. MC Commissioner KK Yadav was despatched queries in regards to the situation. He didn’t reply to calls and messages.
Only one criticism resolved
“I had lodged a complaint on November 25 regarding garbage dumping near Tender Heart School, Sector 33. This is the first time a complaint has been taken seriously and the garbage was removed within 15 hours. I appreciate the service,” mentioned Kuljinder Sra, General Secretary, Sector 33 RWA.
Residents demand higher coordination between MMC wings
After a two-week anticipate sanitary employees from MC’s MOH wing to carry stashed rubbish, residents of Sector 22 needed to lodge a criticism on Sunday.
“Another big issue is of garbage vulnerable points. Road inert collected after daily street sweeping stays at the roadsides, awaiting collection by MC vehicles for weeks. There was a garbage dump in our neighbourhood park; no one came to clear it for the last two weeks. Finally, we have raised a complaint today. The MC should have a surveillance system as well, and should not just on phone calls from residents,” mentioned Jagrup Singh, Advisor of Sector 22 RWA.
“Many civic issues over various parts of the city are either closed without resolution due to lack co-ordination between MCC wings or are delayed inordinately. The MCC should have an internal forwarding system, escalation and tracking of all open flagged cases,” mentioned Vinod Vashisht, Convener, CFORWO (City Forum of Residents Welfare Organizations).
Motive behind launching new helpline
The integrated call centre was purported to cater grievance administration, on-line constructing permissions and others.
It was mentioned that the request to the call centre shall be allotted to aa discipline officer in actual time and the complainant will obtain an SMS, with distinctive ID of the criticism, which can be utilized to trace the criticism. It was specified that in case criticism just isn’t attended by discipline officers, it should mechanically go to greater officers.
Meanwhile, all earlier criticism numbers, together with 155304, had been closed.
© The Indian Express (P) Ltd
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