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HindustanTimes Wed,03 Sep 2014

Residents' helpline gets good response

HT Correspondent, Hindustan Times  Gurgaon, December 04, 2012
First Published: 01:41 IST(4/12/2012) | Last Updated: 01:43 IST(4/12/2012)

Private developer DLF has been running a pilot project for the past one month where residents can register their complaints at the firm's call centre regarding maintenance and security issues.

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Residents of DLF City Phase 1, 2, 3 and 4 can avail the service that has been outsourced to a Delhi-based vendor.

Five telephone lines will operate at a time, said a DLF official.

The residents can connect to a customer care executive after dialling the desired number on the IVR (Interactive Voice Response).

After the complaint has been registered, an automated SMS will be received by the maintenance in-charge depending on the nature of the complaints.

DLF has claimed that action will be taken within 48 hours, failing which the complaint will automatically be escalated to senior officials.

Sudhir Kapoor of DLF City RWA said a few residents have been successfully registering their complaints with the call centre since it's launch a month ago.

The Municipal Corporation of Gurgaon (MCG) has been running a similar call centre for more than a year.

However, the MCG's call centre "Citizen Facilitation Centre" has not been very successful till now.

Residents say their grievances are not addressed on time. While the stipulated time for addressing the issues is three days, at times it has taken nearly a month for the concerned officials to turn up.


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