Pune Municipal Corporation (PMC) is stepping up efforts to ensure citizen complaints are properly addressed, following a surge in grievances about unresolved issues.
Additional Commissioner Prithviraj B.P. announced that senior municipal officers will independently verify if the complaints filed with the PMC have been correctly resolved by the concerned departments.
This move comes in response to numerous complaints that many issues reported by citizens are marked as "resolved" without any action being taken.
Through the PMC Care platform, citizens routinely file complaints regarding issues such as encroachments, sanitation, waste management, and construction-related problems.
Complaints are also made through the PMC’s toll-free number and its social media channels, including WhatsApp, Twitter, and Facebook.
After registering a complaint, citizens receive a complaint number, and the issue is forwarded to the relevant department for action. However, there have been widespread reports of complaints being closed without actual resolution.
The PMC, which is dealing with the challenge of increased responsibility following the merger of several nearby villages and rapid population growth, has been operating with stretched resources. As such, it has become increasingly important for local authorities to stay on top of citizen issues.
Commissioner Prithviraj B.P. urged citizens to report issues immediately and assured them that action would be taken promptly.
In a bid to ensure transparency and accountability, the PMC has now established a follow-up process. The municipal call center will contact citizens to gather feedback after their complaints are marked as resolved.
Departments will also be rated based on their performance in resolving issues. This new system aims to guarantee that complaints are fully addressed and that citizens are satisfied with the outcomes.
