Hyderabad: As residents accused officials of closing the citizen complaint without resolving it, the GHMC asked the complainant to agree to do so.
Citizens will adapt the integrated grievance remedy system (IGRS) to ensure that the complainant is given an SMS link and has three options – resolved, unresolved and unattended. Complaints are closed only after the complainant selects the resolved option. Although similar modules were planned earlier to resolve complaints, they were not implemented effectively.
Officials noticed a complaint filed on Twitter, MyGHMC mobile app and turned off via landline without resolving the issue. “If the complainant does not close the complaint, it will be assigned to the same officer,” GHMC official said.
“If the complaint remains unresolved, there will be a regional dashboard and department heads will hold circle-level officials accountable,” GHMC officials said.
Another mechanism to verify the status of the complaint includes the GHMC staff calling on the complainant to check the status.
However, in many cases, people claim that the issue remains unresolved even after an officer is assigned to resolve the complaint and share his name and phone number with the complaint. The most common discontent still addressed involves street lights, illegal buildings, illegal advertising and dysfunctional restrooms.
Sources said the complaint would be escalated immediately to responsible officials. However, some officials have seen end the complaint by uploading pictures of the complaint website.
In addition to this, GHMC has also developed a comprehensive road maintenance program (CRMP) for maintenance and restoration of major roads, and in addition to this, it hires private agent areas to provide them with exclusive WhatsApp phone number, Twitter handle and email ID to report complaints. However, the remedy system of CRMP complaints failed with the unreachable people.
Speaking about the grievance remedy, GHMC officials said there were only major issues, such as paving new roads, and roads that require more time.
“For example, people reported illegal construction. However, property owners filed orders for stays from the court. Therefore, we cannot take further action.”
However, sources accused the GHMC Command and Control Room of invalid management of the complaints did not resolve. They file a complaint, but do not follow up on whether the problem has been resolved. “People can report their grievances in the weekly Prajavani program held every Monday at the GHMC headquarters and its six regional offices.”
