UT's online grievance redressal system fails to deliver | chandigarh | Hindustan Times
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UT's online grievance redressal system fails to deliver

The much touted online grievance redressal system of Chandigarh administration seems to have failed to deliver the desired results if the poor disposal of complaints is an indicator.

chandigarh Updated: Aug 21, 2014 18:56 IST

The much touted online grievance redressal system of Chandigarh administration seems to have failed to deliver the desired results if the poor disposal of complaints is an indicator.

The issue of pendency came to fore in a recently carried review of the system. Since the inception of the scheme in 2012, around 3,000 complaints related to different departments have been received, of which mere around 300 have been disposed of.

Chandigarh Municipal Corporation tops the list of having highest pendency with around 500 complaints, followed by estate office with around 300 unresolved complaints. Besides, high pendency was found in other departments such as Chandigarh Housing Board (CHB), director public instruction (school), excise and taxation, registration and licensing authority (RLA) and Chandigarh Transport Undertaking (CTU).

The scheme was launched with an aim to enable the residents to post their complaint pertaining to different departments at the official website of the administration -http://chandigarh.gov.in - and with a commitment to resolve the issue in a time frame of 15 days. A registration number is sent to complainant through SMS for keeping a track of the status of the complaint.

For redressal of grievances, central public information officers (CPIOs) of different departments have been designated as grievance officers.

Unhappy with the poor disposal rate, UT adviser in the last secretary meeting held earlier this month issued directions for evolving a mechanism for regular monitoring of the complaint received through the system.
Sachin Sharma, president, Youth Innovative Society, has lodged over 10 complaints pertaining to the electricity department, municipal corporation and horticulture through the online system in the past two years, but till date none of his complaints has been resolved.

"The system has failed and it is evident from the poor rate of disposal of complaints. After lodging a complaint, we get an SMS and no response from department concerned thereafter," rued Sharma.
Despite repeated attempts, UT adviser KK Sharma and director information technology Upkar Singh were not available for comments.

The Administrative Reforms Commission of the government of India in its report had recommended certain steps for improving the governance in the city. It includes setting up of new institutional mechanisms to redress citizens' grievances, improving accessibility to citizens by setting up units closer to people, simplifying procedures to reduce bureaucratic delays, using technology to improve internal efficiency, rewarding government employees who perform well, improving discipline within the organisation, reducing regulatory control and holding public contact programmes.