Jalandhar letters (14)

This system is neither effective nor helpful for people

Questions: The MC has a complaint redressal system-landline, toll free number, and email and web portal. Do you think these are effective and helpful in addressing the grievances of resident?

A workable redress system

Officials keep introducing newer ways to help people get benefits of the government system. Some of these systems actually are working pretty well. One such system is the MC’s complaint redress system, which was introduced by the previous BJP-led municipal corporation. During that period, people were made aware of the usefulness of this system and it proved quite successful. This is actually not surprising, for the contractors who look into repairs and other job works, get their payments only if they clear all the complaints within the stipulated time period, thus making it a workable redress problems. The present MC needs to create awareness among residents to popularise this system to extract the best out of it.

Ajay Chopra

Yes. This is very excellent step taken by mc by providing this type of facility…earlier PSPCL also started this facility with which public at large got benefited…with this facility people will get their grievances redressed on telephone or by email….but it is generally seen that after some time due lethargic attitude of senior officials concerned departments and authorities not bother to attend the call or redress the grivences of people…due wich the aggrieved person suffer harassment. My suggestion to win the confidence of people it necessary that ever complaint will highlighted generally through LCD/LED affix outside the office of MC time taken and step taken by the MC authorities to redress those complaints and action taken against the erred officials. Every action taken must be maintained on mc web site in future also that will help in providing clean administration and the faith of general at large will be maintained These online conversations can help customers feel like the vital components to success of corporation. And can also receive recommendation for eradicating the problems of general people. and every complaint received online should be accompanied with id card of complainant for transparency.

Birpreet Kanwal Singh Chhabra

Municipal Corporation plays an indispensable part in the development of the city. In this day and age municipal corporation has introduced web portals to address the complaints but all goes in vain. The complaints through emails are in vogue in western nations. However, in our country web portals are not advanced and landline numbers are just keep ringing. The municipal corporation web portal reminds me of that mechanic who said to his customer, “I could not fix your breaks but I have made your horn louder.” Actually MC need to pull up your socks because general public of city want to see development and not the fake promises. What they actually need to do is, they must keep the websites updated so that people can easily access it. On the contrary, MC should assign duties to the staff to take grievances calls regarding the afflictions encountered by the people of the city.

Saahil Hans

Urban governance and management is the constitutional responsibility of the Urban Local Bodies (ULBs) in the state. The municipalities in cities and towns meet the day-to-day needs of the community in a sustainable manner such as roads, bridges, street lighting, water supply, sanitation, sewerage, solid waste management, town planning, land development and construction of buildings, parks, fire-fighting, cemeteries, promotion of a safe and healthy environment and other economic, social, health, educational and cultural issues. An efficient, responsive and transparent civic body provides for a complaint redressal system. In case it fails to perform its mandatory functions, the residents can lodge their complaints by using landline, toll-free number, email and web portal, and give their feedback, voice their opinions and make suggestions for improving municipal functioning and efficiency. But a majority of people are either unaware of these innovative platforms or are illiterate to use them. Otherwise also, a considerable number of grievances go unattended or unresolved in a time-bound and transparent manner. The municipal authorities usually turn a blind eye towards multiple hardships the residents suffer. Apart from the oft-repeated excuses of staff crunch and paucity of funds, it is because of corruption, vicious politics, lack of political will and official apathy. With rapid growth in population and urbanisation, it is imperative to strengthen and streamline municipal bodies for adequate delivery of basic public services. Sufficient number employees, adequate infrastructure, regular monitoring and supervision of the grievances redressal system will check inordinate delay in solving the problems. Active participation and support of all stakeholders including the civic authorities, state and central government officials, NGO’ and citizens will help to advance the general well-being of society.

DS Kang

I believe that the tools used for complaint redressal are a great platform for addressing the grievances of the public.A bid, to provide a one-stop arrangement for citizen grievances management making use of information technology optimally, as part of switching over to digitalization to cut down red tape and ensure faster delivery of civic services, I hope authorities will take prompt actions after receiving complaints to make our city of Jalandhar smart city.

Raman Dutt

Municipal Corporation complaint redressal system was adopted few years back , it is a successful mode of system for the complainant to file his complaint regarding any problems he/she facing within the limits and under the jurisdiction of Municipal Corporation. As the complaint number comes on the Mobile and he/she can verify the status of his complaint on the web portal. Municipal Corporation should appoint new staff with funds to carry out the repair work on war footing, sometimes due to the technical reasons the repair work is delayed due to the occurred problems of contract with Contractors. If the M.C.J. has a particular appointed staff to assist for the redressal of complaints the complaints can be solved at the earliest giving a relief to the complainant .

Rajat Kumar Mohindru

The MC has a complaint redherssal system. MC represent the ward and easily approachable to the public with this he or she has a team of mohallas and ward presidents who take care of their respective areas and convey the problems to the MC. To become the true public leader or to show I am able to resolve the problems by taking personal interst. That make him to strong his vote bank. People get relived and thanks the MC vice versa both are benefitted. Beside having complaint cell toll free numbers people prefer to give their complaints to MC .Staff of corperation under pressure of MC try to resolve the problems first noted by MC. One more reason infrastructure of punjab like electricity sewage system roads are not upto mark. Complaints are more staff is less that’s why straight way submit the problem directly to the department people avoid. They prefer to go to MC. Dr Jasleen Sethi

Use of technology is always better provided it’s used in the true spirit. In many cases it has been noticed that MC officials conclude the grievance even without getting the consent or satisfaction of the complainant. The mechanism or internal control should be such that complaint should be resolved on ground and not merely on papers. Accountability of officials should be fixed. Also getting satisfaction of complainant should be made compulsory before resolving the issue. For this there can be a window/link in the system where complainant can write “I am Satisfied” “I am not satisfied” or “The following work is still pending” etc.

Surinder Anand

The Public grievances redressal system evolved and presently put on the website of MC is neither effective nor helpful. The facility of using toll free/ landline numbers is worse than using e-mail/ website as their efficacy and scope is restrained due to their limited and tardy operational value. However, in view of present digitalized working and vast internet reach, the system through website needs to be streamlined and encouraged for maximum use. Presently the same system available with MC is in a pathetic condition. No e-mail regarding any complaint is acknowledged and there is no time bound redressal. The worst experience is that the problem is generally shown as solved without having even attended by anyone from the MC. This mounts to cheating and breach of trust with gullible public and urgently warrants criminal prosecution besides strict action under disciplinary rules against the delinquent staff. But nobody takes notice of theses malpractices even after having brought to the information of their top officers. The whole system needs to be streamlined with drastic changes to make it user friendly and fully efficacious in solving the grievances effectively and quickly.

Jagdish Chander

It is totally failure.complaints are usually shown as solved just on record.Actually thoso complaints are remained unsolved at site.General public have no faith in this system.

RK Bhalla

I had experience of sending the complaint once. Nobody answered the phone calls, both landline and toll free number but yes there was an immediate response when email was sent but the said mail was more of stern one than mild. I feel that There should be a system where local councillors be given powers to deal with complaints Regionally and they be made answerable because the public is still not well versed with technology.

Mandeep Singh Sachdev

Public complaint redressal is one of the flagship for the reformation in Govt. started by the administration. However the system is very effective and meaningful. Landline toll free numbers are there, Email id and web portal is there but all these things are only for name sake, landline numbers are always busy and not reachable and for months and months emails are not checked. Custmor dissatisfaction spoils the image of the system, grievances redressal procedure only gave assurances and not solutions. After months we get a message that the problem will be resolved, when? No answer or explanation is given. People often face difficulties in dealing with the system. Too many rules and regulations are there resulting in unnecessary delay. Now a days people are more empowered and enlightened and more demanding so a foolproof system to help people and there should be regular check on complaints, check the seriousness of complaints and try to solve within 48 hours.We need capable, innovative and forward looking, result oriented staff, able to deliver quality public service to people in a hasslefree manner.

Shashi Kiran

It’s always one day or day one situation when an action plan has to put in place. Nonetheless, the MC deserves applause for moving forward to provide online facilities along with the retro call and complaint system, but that’s not enough. The world moves towards a more robust and secure online platform, especially when it falls under the public sector. The media are created, but they are not monitored. The website is not mobile-friendly and contains numerous bugs that are experienced while navigating through it. A resident complaining about a grievance in the locality will complain about the online complaint system itself. There should be a ticket generation system for every complaint. That ticket should be monitored while going through different phases so that the resident is informed duly about his complaint’s status. Online platforms are easy to build but more become complicated when deployed, especially in public environments. Thus proper monitoring, maintenance, and upgrades are the key to a reliant complaint address system.

Gurmanjot Singh

It’s to the credit of The Tribune that it keeps raising the people-centric issues in its open house section of Jalandhar Tribune.This subject is very much in line with that.The M.C has no doubt a complaint redressal system with many tools like landline,toll-free number,email and web portal. But as is said,a system is as good as the people who run it. Regarding the landline and toll-free number, the person on the line ,either doesn’t respond or diverts the caller to another number, most of the time. The caller just remains in suspense as to whether his or her complaint will be registered or not. Adding to the woe of the caller, both the landline and toll-free number are switched off. Similar is the fate with email and web portal. The staff handling those services are also not very eager and energetic in responding to the person who has called them about his or her problems. We need to learn from Europe and America how earnestly they respond and solve the problems of the public. The Government and the burearocracy need to mend and energies the complaints redressal system.

Dr JS Wadhwa

No doubt there is a web portal for redressal of complaints against Municipal authorities. But unfortunately in most of the cases what the concerned authorities are doing they are updating false reports showing compliance of the said complaint as attended and settled or fault removed and work done instead of actual redressal. Hence the authorities are making fool of the complainants. Therefore the Government should ensure that all the complaints are attended in reality and strict action should be taken against the official for updating false reports in larger public interest.

Surinder Mittal