GHMC strengthens grievance redressal system

Hyderabad: The Greater Hyderabad Municipal Corporation (GHMC) has further enhanced and strengthened its Integrated Grievance System and all grievances aired through phone number 040-2111-1111 will now be monitored by senior officials round-the-clock. As part of the exercise, top officials working in the GHMC will now have to stay overnight for night shift duties on rotation […]

Hyderabad: The Greater Hyderabad Municipal Corporation (GHMC) has further enhanced and strengthened its Integrated Grievance System and all grievances aired through phone number 040-2111-1111 will now be monitored by senior officials round-the-clock.

As part of the exercise, top officials working in the GHMC will now have to stay overnight for night shift duties on rotation basis and every day, one officer will be on night shift as per the roster chart.

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The responsibilities were assigned by GHMC Commissioner DS Lokesh Kumar who held a meeting here on Wednesday.

“Due to this innovative approach, grievances will be handed over to the circle level staff by the senior officials who are available on the night shift. As senior officials will be available round-the-clock according to their turn on the roster and assigning the tasks, we expect the grievance redressal to be swift,” said a GHMC official.

Currently the calls coming in to 040-2111-1111 are answered by the staffers working for GVK EMRI in Kompally and they forward the grievance to circle level staffers.

The GHMC had recently changed its course of action pertaining to grievance redressal and the new module does not allow GHMC officers or staffers to close a complaint raised by a citizen. Only the complainant can close the ticket, unlike the earlier system where civic body staffers or officials used to close the ticket post attending it.

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