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PCMC Helpline Hits Snag as Complaints are Closed Without Being Resolved


Pune, India, Sept, 2018 -- Citizens attempting to avail of the Pimpri-Chinchwad Municipal Corporation (PCMC) helpline Sarathi are facing huge problems as their complaints are found to be closed without being addressed. PCMC doesn’t have a cross-verification mechanism for complaints closed on the helpline, but elected members and the mayor conducted an investigation and found negligence on part of the helpline staff. They have now demanded a routine audit of the complaints raised by citizens.

The helpline was started on August 15, 2013 by former PCMC chief, Shrikar Pardeshi to provide information about various services provided by the civic department. Later, it was decided that citizens could also raise complaints pertaining to electricity, water, roads, etc. In January 2016, the helpline was made into a 24-hour service. But, over the last couple of months, citizens started facing problems where complaints raised by them were not taken seriously by the helpline staff.

"Cases were closed without the problem being resolved. Irked with this, citizens started coming to us with their complaints," said Rahul Jadhav, the PCMC Mayor.

"When there was a rise in the number of citizens coming to the elected members with complaints, we realised that the helpline wasn’t functioning properly. We then went to the Sarathi office and conducted a probe that revealed serious negligence on the part of the staff. We want Sarathi to be accountable and will do a routine audit of the complaints," added Jadhav.

Eknath Pawar, leader of the House, PCMC, said, "There were constant complaints that the problems raised by citizens were closed without being resolved. We are going to conduct an audit of every individual complaint by citizens. This will also increase the quality of the helpline and there will be a mechanism in place to check the quality of work."

Pawar added, "We have asked officials to submit weekly audit reports of the complaints taken and closed through the helpline. This report will be cross-verified by us. If we find that any of the complaints were closed without being solved, action will be taken against the official. This will give more authentication and citizens will not be harassed by fake closure of complaints."


Posted by Veronica Silva Cusi, news correspondent
Source: https://punemirror.indiatimes.com

Date Posted: Monday, October 1, 2018

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