No laxity in complaint handling, MCG chief tells officials
At a review meet, officials were told to avoid superficial closure of complaints, submit timely reports, and monitor pending cases; AI-based Road Athena cited as a best practice.
Municipal Corporation of Gurugram (MCG) commissioner Pradeep Dahiya on Tuesdaydirected officials to ensure prompt and satisfactory resolution of public complaints received through grievance redressal camps and the Mhari Sadak portal, warning of strict action against negligence.
Commissioner stressed accountability and transparency in service delivery, saying negligence at any level will invite disciplinary action as MCG seeks to improve citizen services. (HT Archive)
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During a review meeting at the MCG office on Monday, Dahiya stressed that merely closing complaints was not sufficient and that solutions must be effective, durable and prevent recurrence. He instructed officials to submit timely reports and maintain strict quality standards in grievance disposal.
“Complaint resolution should not be treated as a routine formality. Every grievance must be resolved in a manner that ensures it does not resurface,” Dahiya said.
The directions come as the MCG looks to strengthen its service delivery systems and address long-standing public complaints more effectively.
The commissioner said any laxity in addressing complaints would not be tolerated and could invite disciplinary action. “If there is negligence at any level, strict action will follow. This may include suspension, issuing charge sheets and, in serious cases, termination of service,” Dahiya said.
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He also directed officers to remain available on duty, especially during weekends, and not leave their stations without prior approval. “Civic issues can arise at any time, and it is essential that officers are accessible and responsive,” he said.
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He also directed officers to remain available on duty, especially during weekends, and not leave their stations without prior approval. “Civic issues can arise at any time, and it is essential that officers are accessible and responsive,” he said.
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Dahiya hailed Road Athena, an AI-based road audit project, as a “best practice” adopted by the MCG to assess and improve road infrastructure.
“Our priority is to provide timely and effective solutions to citizens. Every department must work with full responsibility and transparency to achieve this goal,” he said.
Officials present at the meeting were also asked to regularly monitor pending complaints and ensure that delays are minimised. Dahiya reiterated that improving grievance redressal mechanisms is key to making Gurugram a more organised and citizen-friendly city.
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.
