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News : Residents Seek Proper Training for Helpline Personnel
Chennai, India, Jan 13, 2015 -- Chennai Corporation staff manning its helpline ‘1913’ are reportedly misleading residents who call to complain. Responding to a call on Sunday, one of the team members rejected a request for the repair of a road median by sayinge that Pantheon Road was maintained by the Highways Department.
Chennai Corporation Bus Route Road Department continues to maintain Pantheon Road.
Residents want Corporation officials to train new recruits to the call centre. In response to Maduravoyal resident Mahesh Kumar’s request for the repair of Poonamalle High Road recently, a staff member at the call centre said officials would take action to repair the road.
However, the road is in fact maintained by the National Highways Authority of India and the Corporation cannot repair the road.
"They did not tell me that the road is maintained by NHAI. They assured me they would repair the road and I am waiting," said Mr. Kumar.
Another resident Lakshmi Shrinivas, who called the helpline during the recent rains, said there was no response to calls made in the morning. "I called to report water stagnation during the recent rains at 8.30 a.m. They did not answer. It happened at the same time on another day," said Ms. Shrinivas.
"The new team requires some familiarisation. We will sensitise them," said an official of the Corporation.
A total of 24 personnel man the call centre that was launched in 2013, with 10 personnel working between 6 a.m. and 2 p.m., eight between 2 p.m. and 9 p.m. and six between 9 p.m. and 6 a.m. A new team took charge recently.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, January 13, 2015