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News : MCG Call Centre Can’t Keep Pace with Plaints
GURGAON, Oct 23, 2013 -- The relief of being able to dial a call centre to get your streetlight functioning or getting randomly dumped garbage cleared out in a jiffy has been cut short by the civic body’s inability to deliver on time.
The MCG call centre receives about 70 complaints every day but the pending list is growing all the time as it struggles with manpower crunch. In August, for instance, the call centre received a total of 2,518 complaints, of which 328 are pending. Likewise in September, it received 2,230 complaints and as many as 803 are pending. In the first 14 days of this month, it has already received 900 complaints, 586 of which are yet to be resolved. Most complaints were about streetlights or sewerage.
The timeframe set by the MCG to resolve these complaints is 7 to 14 days. The civic body claimed it was trying to resolve these complaints in a ‘time-bound manner’ but admitted it was crippled by staff shortage. It also said several of the pending complaints were from unauthorized colonies, where the MCG cannot carry out developmental work.
"We do not have the manpower to resolve complaints. We hope that at least by the year-end, we get some more staff," said a senior official.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Set Customer Expectations
More Editorial From Municipal Corporation of Gurgaon
Published: Thursday, October 24, 2013