PCMC To Open Helpline For Complaint Redressal

PUNE: Next time you don’t get enough water in your tap, all you may have to do is dial a number, as the Pimpri-Chinchwad Municipal Corporation (PCMC) will soon open a helpline to address the complaints of citizens like you.
Pravin Tupe, joint city engineer, PCMC, said, “Initially, the system will only accept complaints related to water supply. Subsequently, the helpline will be extended to all 41 civic departments.”
The PCMC has around 1.15 lakh water consumers in its jurisdiction. Complaints regarding low pressure, dysfunctional water meters, leakage and bills can be registered. The helpline will have an advanced voice recorder (AVR) system and citizens will get the choice of three languages, Marathi, Hindi and English, for processing his/her call, said an official.
“The caller will have to feed his water connection number and contact number before registering his complaint. He will be given a unique complaint number and his complaint assigned to the junior engineer concerned. The caller will also be given the details of the junior engineer and a time period for redressal. Once the problem is rectified, the complainant will be informed and the system will update the status,” said the official.
The helpline, estimated to cost the civic body Rs 12.75 lakh, will be sourced out to a private party. A proposal, for giving direct contract to create the software, programming, development and upgradation of the citizens grievances redressal helpline, will be tabled before the standing committee next week.

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