HindustanTimes Sat,27 Dec 2014

Kejriwal’s grievance cell shuts down, 7000 complaints may go unattended

Neha Pushkarna, Hindustan Times  New Delhi, February 18, 2014
First Published: 01:49 IST(18/2/2014) | Last Updated: 17:34 IST(6/11/2014)

Expect little help at the Delhi Secretariat if you plan to go there with a grievance. The special grievance redressal cell set up by former chief minister Arvind Kejriwal has been shut following his resignation last week.


Now nearly 7,000 complaints may just go unattended as the team running the cell shut shop on Monday.

The cell was established on January 13. It was in addition to the existing public grievance commission for time-bound resolution of issues brought up by citizens.

A team of volunteers appointed by Kejriwal kept track of the complaints and coordinated with the officials concerned. But the people who showed up on Monday were advised to lodge their complaints with the government department that handles public grievances.

“We had received nearly 10,000 complaints till February 14 through letters, online and in person. We were able to resolve about 3,500 of them but now the cell is being terminated unless Lieutenant-Governor Najeeb Jung decides otherwise,” said Jitendra, who was appointed by Kejriwal to manage the cell at Delhi Secretariat.

While Jitendra plans to go back and work in the public dealing section of the Aam Aadmi Party, he says the rest of the complaints may be redressed if the HoDs decide to do it anyway.

The cell was functional at three levels - a helpdesk set up near the reception, a room on the ground floor and a back office on the third floor. Seven volunteers, including retired government employees, worked in the cell. “We had developed a monitoring mechanism where every complaint received would be uploaded and every HoD was given a user id and password,” Jitendra said.

Volunteers were involved in monitoring the process where they called back the complainant to know if they were satisfied.

Several complaints related to power and water were addressed right there with the help of officials of Delhi Jal Board and BSES stationed at the Secretariat.

The huge crowd that gathered outside the CM office every day after Kejriwal assumed charge was gradually diverted to this cell.

“We received 250-300 people every day. Most had issues with Delhi Police, DDA or MCD. When we intervened from CM’s office, officials from these agencies easily agreed to take action. Had this cell continued till March, people would have really benefitted,” Jitendra said.

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