SDMC launches call centre for efficient, speedy redressal of complaints
In order to make the Corporation departments more responsible towards public issues/complaints and to ensure their redressal in an efficient manner, the South Delhi Municipal Corporation (SDMC) on Tuesday launched a new call centre.
The Corporation said that through the system, lodging complaints on issues pertaining to the SDMC amenities like sanitation, water-logging, removal of dead animals and construction and demolition (C&D) waste and removal of silt from the roads, non-functional street lights and uncleaned toilets will be made and their redressal will be ensured.
SDMC officials said that the new call centre will be manned by experienced professionals, supervisors and data entry operators in sufficient numbers in order to expedite grievance redressal and make the system quicker and reliable.
“The Corporation had been keen to establish a well-oiled mechanism for redressal of grievances related to its amenities. The complaints so lodged by the citizens will be forwarded to the concerned official of the SDMC and a token number will be generated which will be communicated to the complainant instantly.
The status of the grievance will be shown to the complainant on logging on to the grievance portal and entering the token number communicated by the SDMC. The facility for citizens to call at the centre to check their status shall also be available. The applicant will again be communicated immediately after redressal of grievance,” said an official.
SDMC Mayor Shyam Sharma said: “If the complaints are resolved at that level, the complaint will be closed and a confirmation will be sent to the complainant otherwise, the complaint will be automatically forwarded to the Nodal Officer which will be further forwarded to the concerned Grievance Officer for further necessary action.
“The grievance registered in the system will be visible in the system for department officials who shall then act on them and after resolving the same will update the status online on the CGMS System. It will be the responsibility of the Call Centre Supervisor to coordinate the effective and efficient operation of the centre and prepare a report on a daily basis for follow up.”