NDMC to set up call centre for grievances

With an eye on the next year’s municipal polls, the BJP-ruled North Delhi Municipal Corporation is all set to strengthen its grievance redressal mechanism. For the purpose, the NDMC will set up an integrated round-the-clock call centre to receive complaints from the residents in its jurisdiction. The call centre will be launched on May 20 and a 15-day trial run will start in next couple of days.

According to NDMC Leader of House Vijay Prakash Pandey, at present resident is not know where or whom to approach with the complaints and for a simple complaint they used to approach several department and officials.

“It is deliberated that one centralised system should be developed to receive the complaints. We have decided to open round-the-clock call centre where citizens should lodge their complaints. After receiving the complaint, it will forwarded to the concerned department for action,” said Mr Pandey.

The call centre has been set up in Mayapuri and management was outsourced to an agency. The corporation is paying Rs 1.25 lakh per month for five thousand calls. The NDMC also secured a toll free number for the purpose which will be announced during its official launch on May 20.

Mr Pandey said that once a resident lodged his or her complaint, a unique number will be generated for the complaint and it is given to complainant for future references. “Resident and check status of their complaint at any time by referring their complaint number and further reference for any non-action. A officer will be also appo-inted to monitor action on complaint received,” added Mr Pandey.

The NDMC has also integrated traditional and new medium to receive complaint at the new call centre, which start functioning from next month. “The new facility (call centre) will receive complaints through calls, whatsapp messages and online. All the medium has been integrated so that resident can lodge complaints in medium they feel comfortable,” said newly appointed leader of house in the NDMC.

The NDMC is also planning to merge current mayor’s helpline with the new call centre. The mayor’s helpline started in April last year, is functional only during office hours. Mr Pandey said after its integration with the new call centre, it will be able to receive complaints round-the-clock.