The Brihanmumbai Municipal Corporation (BMC) plans to revamp its complaint registration system, which receives around 8,000 complaints every month.
Civic officials said they are in the process of making the system more transparent and user friendly by adding several new features.
At present, a complainant is given just a reference number. However, in the new system, once the complaint is submitted, the person will be given details of the civic official to be contacted. It will also have information on the action taken.
“We are in the process of making the system better. Officials will no longer be able to close a complaint by saying it has been attended to. They will have to explain the work done. For instance, in case of a complaint on illegal construction, the official concerned will be given options such as issued notice for evacuation / issued notice for demolition / demolished the structure. Adding such changes will make the civic body more responsible and authorities will also know the status on the complaints by the citizens,” said a civic official, who did not wish to be named.
The system was developed in 2006 and has not been updated even once. In a meeting between the head of various departments and civic chief Ajoy Mehta last week, it was decided to make the complaint registration system easier and effective for citizens.
Mehta ordered the disaster management cell’s chief officer to make certain changes to the systems, which would make BMC officials accountable while addressing any kind of complaints.
A civic official who was at the meeting, said, “The chief officer of the disaster management department has been told to revamp the system within a month.”