MCG sets up grievance redressal cell to fast-track resolutions

The committee is mandated to address and resolve grievances on a daily basis, submitting a detailed weekly report to the Commissioner

Published on: Jun 26, 2025, 05:56:14 IST

By Leena Dhankhar

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The Municipal Corporation Gurugram (MCG) has set up a dedicated grievance redressal cell (GRC), effective immediately, in a bid to boost public service efficiency and accountability. The new unit will serve as a centralised system for monitoring and resolving complaints received through various central and state government platforms.

The new unit will serve as a centralised system for monitoring and resolving complaints . (HT Archive)

Chaired by MCG commissioner Pradeep Dahiya, the GRC comprises four members: Ravinder Yadav, additional commissioner and member secretary; Vishal, joint commissioner-II; Dr Siddharth S Khandelwal, district town planner; and Dr Anita Phalswal, an expert with the MCG. The committee has been directed to address grievances on a daily basis and submit weekly reports to the commissioner.

“The committee is mandated to address and resolve grievances on a daily basis, submitting a detailed weekly report to the Commissioner,” Dahiya said, adding that any laxity in dealing with complaints would be taken seriously.

The cell will handle grievances lodged through a wide range of platforms, including CM Window, PM Window, Centralised Public Grievance Redress and Monitoring System (CPGRAM), Jan Samvaad, Social Media Grievance Tracker (SMGT), Sameer Portal, Gurugram Metropolitan Development Authority (GMDA) integrated command and control centre (ICCC), Auto Appeal System (AAS), Swachh City/Swachhta App, Swachh Haryana App (GRS), Commission for Air Quality Management (CAQM), Central Pollution Control Board (CPCB), and Samadhan Shivir.

MCG officials said the GRC will help reduce complaint response time, eliminate coordination gaps between departments, and provide timely updates to citizens. “The idea is not only to respond but to ensure that public faith in civic functioning improves substantially,” an official said.

The cell is also expected to help track recurring complaints across wards and enable long-term fixes, especially related to sanitation, encroachments, water supply, and civic infrastructure.

ABOUT THE AUTHOR
Leena Dhankhar
Leena Dhankhar is Senior Editor and Bureau Chief, Gurugram, at Hindustan Times, where she has spent over 17 years chronicling the transformation of one of India's fastest-growing urban regions. From starting her career as a crime reporter to leading the Gurugram bureau, her journalism has been defined by investigative reporting, in-depth storytelling and an unwavering focus on public interest. Over nearly two decades, she has reported extensively across crime, politics, civic governance, elections, real estate, environment, courts, sports, education and entertainment, covering Gurugram, Faridabad, Nuh and Palwal. Her reporting has exposed several major scams and systemic failures, including insurance frauds, waste management irregularities, illegal arms manufacturing units in Nuh, illegal mining in the Aravallis, organised crime networks and governance lapses affecting millions of residents. Known for her investigative work and exclusive stories, Leena has reported on high-impact national issues, including the Nicaragua charter flight carrying Indian migrants that was turned back amid allegations of human trafficking, exposing the growing network of illegal immigration rackets. Her work has also focused on gang wars, prison administration, juvenile crime, women and child protection systems, the functioning of the Juvenile Justice Board and Child Welfare Committee, and environmental challenges such as pollution, waterlogging and deteriorating civic infrastructure. Beyond hard news, Leena has extensively documented Haryana's rich heritage, forests and wildlife, bringing attention to the state's historical landmarks, biodiversity, conservation efforts and ecological challenges through immersive reportage and feature writing. Her journalism has consistently gone beyond breaking news. She has documented Gurugram's rapid urbanisation through long-form narratives and enterprise reporting on issues ranging from pothole-ridden roads, flooding and waste management to the changing social fabric of India's Millennium City. She also writes widely read feature columns, including The Outsider, Changemaker, and Concern for Gurugram, profiling people, places and ideas shaping the city's identity. Leena is the author of Gurugram School Murder, published by Juggernaut Books, a deeply reported account of one of India's most high-profile school murder investigations. She is currently working on her second book, an investigative work exploring some of India's most significant scams and fraud investigations. Beyond print journalism, she has expanded her storytelling through public speaking and digital media. She is a TEDx speaker and has produced podcasts exploring Gurugram's transformation, civic challenges and untold stories. Her work reflects a commitment to narrative journalism that combines rigorous reporting with compelling storytelling. A law graduate with an MBA in Human Resources, Leena brings a multidisciplinary perspective to her reporting, particularly on governance, public policy and legal affairs. She has travelled extensively across India to pursue investigative assignments, often reporting from remote locations and conflict-prone areas in search of stories that matter.Read More

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