If you are tired of complaining to the civic bodies of Delhi, police and various other organisations that govern your city, try LG's Listening Post/Grievance Cell.
This first of a kind project has been launched in the city from the governor's office under the Lieutenant Governor of Delhi, Tejendra Khanna.
This is perhaps the only ISO-certified grievance post at this government level organisation.
The cell, launched in 2007, has received – as of 30 April 2012 – 40,561 complaints from all over the city. Of which, the governor's office has successfully redressed 34,974 grievances, which make for a 86.22 per cent success ratio.
Six officials has specially been designated to look after the cell, which is a huge hit among the masses.
According to official sources, the Governor, in his capacity as the head of the state, is personally involved with the cell and pays heed to problems that should have been addressed by departments concerned.
Although, there is lack of awareness, an official points out that it wouldn't be the case soon. 'A satisfied resident, whose problem we solved successfully, is our advertiser'.
A complaint number is also conveyed to the complainant on the same day and a questionnaire is filled by the officials based on the feedback from the complainant to gauge the satisfaction level.
Official figures revealed that in the last four months, out of the 3,664 complaints received, 2,644 has been successfully solved.
There are six modes to register a complaint. Apart being present at the cell directly, one could also lodge a complaint via telephone, e-mail, fax, letter as well as an online platform at the governor's website.
According to officials, within 10 minutes the complaint is forwarded to the departments concerned in Delhi such as Jal Board, MCD, Delhi Police, NDMC and PWD.
The governor's office sends a reminder to the departments concerned to ensure that the problem is solved. After a month, the grievance department contacts the complainant to check whether the person is satisfied or not.
The governor's office also holds monthly meetings with various departments to address the grievances of the residents face to face. Senior officers and nodal officers from various departments attend this meeting.
Ranjan Mukherjee, Officer on Special Duty, said, 'By regular follow ups and meetings with the departments concerned, we are ensuring that the citizens are satisfied.'
However, as the gestation period of some grievances are longer, percentage of redressal is at present low, which will be improved, officials concluded.
This first of a kind project has been launched in the city from the governor's office under the Lieutenant Governor of Delhi, Tejendra Khanna.
This is perhaps the only ISO-certified grievance post at this government level organisation.
The cell, launched in 2007, has received – as of 30 April 2012 – 40,561 complaints from all over the city. Of which, the governor's office has successfully redressed 34,974 grievances, which make for a 86.22 per cent success ratio.
Six officials has specially been designated to look after the cell, which is a huge hit among the masses.
According to official sources, the Governor, in his capacity as the head of the state, is personally involved with the cell and pays heed to problems that should have been addressed by departments concerned.
Although, there is lack of awareness, an official points out that it wouldn't be the case soon. 'A satisfied resident, whose problem we solved successfully, is our advertiser'.
A complaint number is also conveyed to the complainant on the same day and a questionnaire is filled by the officials based on the feedback from the complainant to gauge the satisfaction level.
Official figures revealed that in the last four months, out of the 3,664 complaints received, 2,644 has been successfully solved.
There are six modes to register a complaint. Apart being present at the cell directly, one could also lodge a complaint via telephone, e-mail, fax, letter as well as an online platform at the governor's website.
According to officials, within 10 minutes the complaint is forwarded to the departments concerned in Delhi such as Jal Board, MCD, Delhi Police, NDMC and PWD.
The governor's office sends a reminder to the departments concerned to ensure that the problem is solved. After a month, the grievance department contacts the complainant to check whether the person is satisfied or not.
The governor's office also holds monthly meetings with various departments to address the grievances of the residents face to face. Senior officers and nodal officers from various departments attend this meeting.
Ranjan Mukherjee, Officer on Special Duty, said, 'By regular follow ups and meetings with the departments concerned, we are ensuring that the citizens are satisfied.'
However, as the gestation period of some grievances are longer, percentage of redressal is at present low, which will be improved, officials concluded.