Taking cue from private companies' customer care centres, the Municipal Corporation of Gurgaon (MCG) has decided to open a call centre soon to address the consumers' complaints.
It would be a ten-operator call centre which is expected to get functional by the end of this month. "Consumer's complaints won't come down with this initiative but a grievance number would be given to every complainant for him/her to follow up. This would be a completely consumer-focused centre," Sudhir Rajpal, commissioner of MCG, told HT.
The centre, which will be outsourced to private firm Navigant Technologies Private Limited, would work from 7am to 7pm for all seven days of a week.
When a consumer calls, it will be logged using the software of MCG and based on the request type, it will be segregated further such as furnishing of information pertaining to a service or registering a complaint, an official said.
If someone wants to know the status of a file then the call centre executive would check it from the MCG website and provide the details to him/her.
If some file doesn't move for more than its permitted time, then the matter will be forwarded to the official concerned.
The MCG officials are being trained for the same and one training session would be conducted on Wednesday.
"This is first of its kind. We haven't heard of any municipal corporation which runs a call centre to address the consumers' complaints," said Citizen Facilitation Centre head Fahim Akhtar.
He further said that the people of Gurgaon, especially old Gurgaon, would be more comfortable making a phone call than checking the status online.