Professional Documents
Culture Documents
Consumer Grivence
Consumer Grivence
Consumer Grivence
Final Report
Framework for Effective Consumer Grievance
Redressal System
Prepared for
Ministry of Urban Development
Government of India
Project Report No. 2009IA01
www. t er i i n . or g The Energy and Resources Institute
ii Framework for Effective Consumer Grievance Redressal System
TIe Energy und Resources nsLILuLe zo1o
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T E R . zo1o
AssessmenL oI Consumer GrIevunce RedressuI SysLem
|ProjecL ReporL No. 2009 IA 01|
For more information
ProjecL MonILorIng CeII
T E R Tel. zq68 z1oo or zq68 z111
DurburI SeLI BIock I-muil pmcLerI.res.In
HC CompIex, odII Roud Iux zq68 z1qq or zq68 z1q
New DeIII - 11o oo Web www.LerIIn.org
ndIu ndIu +q1 DeIII (o) 11
iii Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
Acknowledgements
TER Is gruLeIuI Lo MInIsLry oI Urbun DeveIopmenL Ior gIvIng us un opporLunILy Lo
underLuke LIIs sLudy. VIsILIng dIIIerenL ndIun cILIes und undersLundIng Iow consumer
grIevunce redressuI sysLems operuLe Iormed un InLegruI purL oI LIIs sLudy. We ure gruLeIuI
Lo LIe oIIIcIuIs oI LIe MunIcIpuI CorporuLIons oI AImedubud, RuIpur, BunguIore, Mysore,
und urIdubud Ior LukIng ouL LIme Lo expIuIn us In deLuII LIeIr redressuI processes und
IucIIILuLIng our vIsILs Lo LIeIr consumer compIuInL cenLers.
We uIso ucknowIedge LIe ucLIve purLIcIpuLIon und supporL oI vurIous oLIer sLukeIoIders
InvoIved In LIIs sLudy IncIudIng secLor experLs, ucudemIcIuns, NGOS und cILIzens
(CompreIensIve IsL oI SLukeIoIders Is gIven In AppendIx 1).
We ure exLremeIy gruLeIuI Ior LIe vuIuubIe InsIgILs und cooperuLIon receIved Irom LIe
revIewers uL every sLuge oI LIe projecL. We wouId uIso IIke Lo LIunk Mr Soy JosepI Ior
secreLurIuI ussIsLunce.
v Framework for Effective Consumer Grievance Redressal System
Team
Project Advisors
Mr S Sundur
Dr VInod TewurI
Project Investigutor
Veenu AggurwuI
Teum Members
DeepIku Gurg
P R KrILIIku
vii Framework for Effective Consumer Grievance Redressal System
List of Abbreviations
AC AssIsLunL CommIssIoner
ACM AuLomuLed CompIuInL oudIng und MonILorIng
AE AssIsLunL EngIneer
AMC AImedubud MunIcIpuI CorporuLIon
ATE AppeIIuLe TrIbunuI Ior EIecLrIcILy
BBMP BruIuL BenguIuru MuIunuguru PuIIke
BWSSB BenguIuru WuLer SuppIy und Seweruge Bourd
CCC Consumer Cure CenLer
CDR Consumer DIspuLe RedressuI orum
CGR Consumer GrIevunce RedressuI orum
CGRS Consumer GrIevunce RedressuI SysLem
CMC CILy MunIcIpuI CouncIIs
CROs Consumer ReIuLIonsIIp OIIIcers
DERC DeIII EIecLrIcILy ReguIuLory CommIssIon
DO DIvIsIonuI OIIIcers
ECAC EIecLrIcILy Consumers Advocucy CommILLee
EE ExecuLIve EngIneer
GS GeogrupIIc nIormuLIon SysLem
Go GovernmenL oI ndIu
GoNCTD GovernmenL oI NuLIonuI CupILuI TerrILory oI DeIII
HCB HIgI Consumer Buse
CT nIormuLIon und CommunIcuLIon TecInoIogy
VRS nLerucLIve VoIce Response SysLem
JE JunIor EngIneer
JNNURM JuwuIurIuI NeIru NuLIonuI Urbun RenewuI MIssIon
JUSCO JumsIedpur ULIIILIes und ServIces Compuny ImILed
MC MunIcIpuI CommIssIoner
MCC Mysore CILy CorporuLIon
MC MunIcIpuI CorporuLIon oI urIdubud
MoUD MInIsLry oI Urbun DeveIopmenL
NDP NorLI DeIII Power ImILed
NeGP NuLIonuI e-governunce PIun
PGR PubIIc GrIevunce RedressuI
PRA SocIeLy Ior PurLIcIpuLory ReseurcI In AsIu
RMC RuIpur MunIcIpuI CorporuLIon
RWAs ResIdenL WeIIure AssocIuLIons
SDM Sub DIvIsIonuI MugIsLruLe
SERC SLuLe EIecLrIcILy ReguIuLory CommIssIon
SB ServIce eveI BencImurks
SG ServIce eveI GuurunLee
viii Framework for Effective Consumer Grievance Redressal System
SMC SuruL MunIcIpuI CorporuLIon
UBs Urbun ocuI BodIes
UNCRD UnILed NuLIons CenLre Ior RegIonuI DeveIopmenL
ix Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
CONTENTS
ACKNOWLEDGEMENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . I I I
TEAM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . V
LI ST OF ABBREVI ATI ONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . VI I
CONTENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . I X
EXECUTI VE SUMMARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Project scope and methodology ........................................................................................... 1
Literature review of grievance redressal systems in Municipal Corporations ...................... 2
Review of existing CGRS in selected cities (Ahmedabad & Raipur).................................... 3
Drawing lessons for CGRS in Other Cities........................................................................... 5
Recommendations................................................................................................................ 6
Model Framework ................................................................................................................. 8
CHAPTER 1 I NTRODUCTI ON. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Consumer Grievance Redressal System: An Overview......................................................... 15
E-governance and CGRS................................................................................................... 17
CHAPTER 2: LI TERATURE REVI EW OF CONSUMER GRI EVANCE REDRESSAL
FACI LI TI ES I N CI TI ES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Jamshedpur Utilities and Services Company Limited ........................................................ 22
Surat Municipal Corporation ............................................................................................... 24
Public Grievance Redressal System in Karnataka............................................................. 26
Andhra Pradesh State Housing Corporation Limited ......................................................... 27
CHAPTER 3 CONSUMER GRI EVANCE REDRESSAL I N ELECTRI CI TY SECTOR . . . . . . . . . . . 29
Provision under the Electricity Act, 2003............................................................................ 29
Case study: Delhi................................................................................................................ 29
Complaint handling and grievance redressal procedure in NDPL...................................... 31
CHAPTER 4 REVI EW OF EXI STI NG REDRESSAL SYSTEM I N CI TI ES . . . . . . . . . . . . . . . . . . . . . . . 37
Ahmedabad Municipal Corporation (AMC) ............................................................................. 37
TERIs observations............................................................................................................ 43
Recommendations.............................................................................................................. 44
Raipur Municipal Corporation ................................................................................................. 46
TERIs observations............................................................................................................ 49
Recommendations.............................................................................................................. 52
Municipal Corporation of Faridabad (MCF)............................................................................. 54
TERIs observations on CGRS at MCF .............................................................................. 57
Bruhat Bengaluru Mahanagara Palike.................................................................................... 58
Consumer Grievance Redressal System (CGRS) at BBMP .............................................. 58
TERIs observations on CGRS at BBMP............................................................................ 61
Observations of CIVIC on the working of CGRS in BBMP................................................. 62
Mysore City Corporation ......................................................................................................... 63
x Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
PGR system in Mysore....................................................................................................... 63
CHAPTER 5 MODEL FRAMEWORK FOR CGRS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Avenues .................................................................................................................................. 67
Complaint Redressal Process................................................................................................. 68
A. Complaint Recording...................................................................................................... 68
B. Complaint Resolution ..................................................................................................... 71
C. Monitoring, Reporting and Complaint Analysis.............................................................. 73
Feedback ................................................................................................................................ 74
Pre-requisites for the effective implementation of the model framework................................ 79
REFERENCES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
BI BI LI OGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
APPENDI X I . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
List of Boxes & Tables
Box 1.1: Key recommendations for Ahmedabad.......................................................................... 7
Box 1.2: Key recommendations for Raipur ................................................................................... 7
Table 2.1: JUSCOs Service Level Indicators............................................................................. 24
Table 2.2: Categorization of Complaints by SMC....................................................................... 25
Box 4.1 Best Practices from BBMP............................................................................................ 63
List of Figures
Figure 1.1 Benefits of a Consumer Grievance Redressal System............................................. 17
Figure 1.2 CGRS: General Structure Flow................................................................................. 20
Figure 3.1 Structure of Grievance redressal process in Delhis Electricity Sector ..................... 30
Figure 4.1 The Online complaint registration form of AMC........................................................ 38
Figure 4.2: Automatic escalation of complaints based on hierarchy at MCF............................. 56
Figure 4.3: Automatic escalation of health related complaints based on hierarchy at BBMP.... 61
Figure 4.4: SMS integrated CGRS at Mysore City Corporation................................................. 66
Figure 5.1: Components of Grievance redressal Mechanism.................................................... 67
Figure 5.2: Online grievance registration system at BBMP ....................................................... 69
T E R I Report No. 2009IA01
Executive Summary
Urbun IocuI bodIes (UBs) ure IocuI seII governIng InsLILuLIons
und consLILuLe LIe LIIrd LIer oI governunce sysLems In ndIu und
uLLend Lo LIe duy-Lo- duy needs oI u communILy sucI us rouds,
sLreeL IIgILIng, wuLer suppIy und sunILuLIon, soIId wusLe
munugemenL, prImury educuLIon, purks, pubIIc IeuILI, und so
on. MosL oI LIe cILIzens` InLerucLIon wILI LIe governmenL
Iuppens uL LIe munIcIpuIJIocuI IeveI In ndIu und LIereIore
LIese UBs ure requIred Lo orIenL LIeIr ucLIvILIes Lowurds LIe
suLIsIucLIon oI cILIzens In LIe cILy so us Lo buIId conIIdence
umong LIe cILIzens.
Consomer Grievunce Redressul {CGR) Is un ImporLunL
IuncLIon oI un eIIIcIenL, responsIve und LrunspurenL munIcIpuI
body. TIe busIc purpose beIInd u grIevunce redressuI
mecIunIsm Is Lo provIde u pIuLIorm Lo LIe cILIzens Lo Iodge LIeIr
compIuInLs reIuLed Lo vurIous servIces LIey receIve Irom LIe
munIcIpuI body, voIce LIeIr opInIons und provIde Ieedbuck on
vurIous servIces rendered by UBs. L brIdges LIe
communIcuLIon gup beLween LIe munIcIpuI bodIes und LIe
cILIzens und provIdes cILIzens u pIuLIorm LIrougI wIIcI LIey cun
geL LIeIr grIevunces redressed In u LImeIy und LrunspurenL
munner. L uIso serves us u meuns Lo meusure LIe eIIIcIency und
eIIecLIveness oI munIcIpuI bodIes us IL provIdes ImporLunL
Ieedbuck Lo LIe UBs on ILs workIng.
Project scope and methodology
TIIs sLudy envIsuges u crILIcuI ussessmenL oI LIe exIsLIng
consumer grIevunce redressuI sysLems In MunIcIpuI bodIes wILI
LIe objecLIve oI sLrengLIenIng LIe grIevunce redressuI sysLems In
Lwo seIecLed cILIes. TIe sLudy druws IeurnIngs Irom cILIes wIere
redressuI sysLem Ior MunIcIpuI servIces Ius been more eIIecLIve
und uIso druws besL prucLIces Irom LIe eIecLrIcILy secLor. TIe
sLudy uIso proposes u modeI Irumework Ior consumer grIevunce
redressuI ucross cILIes.
TIe dIugrum beIow descrIbes LIe sLepwIse upproucI udopLed Ior
LIe sLudy:
STEP 1: Literature review of
CGRS
STEP 2: Review of practices
in Delhis electricity sector
STEP 3: City visits and
stakeholder discussions
STEP 5: Consultative
stakeholder workshop
STEP 6: City Specific
Recommendations and
Model Framework
STEP 4: Observations and
draft recommendations
2 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
Literature review of grievance redressal systems in Municipal Corporations
TIe CGR sysLems oI MunIcIpuI bodIes In JumsIedpur, SuruL,
Hyderubud und In LIe cILIes oI KurnuLuku were sLudIed In deLuII
Lo undersLund LIe busIc sLrucLure oI u CGR sysLem. n uddILIon
Lo LIe UBs, LIe grIevunce redressuI mecIunIsm oI LIe
eIecLrIcILy secLor In DeIII wus uIso compreIensIveIy revIewed Lo
druw Iessons Irom LIe workIng oI CGR sysLems In LIuL secLor
und uIso Lo see II some uspecLs oI LIuL CGR sysLem couId be
repIIcuLed In LIe modeI Irumework Ior grIevunce redressuI.
L emerged Irom LIe nuLIonuI revIew LIuL LIe exIsLIng grIevunce
redressuI sysLems In MunIcIpuI CorporuLIons vury sIgnIIIcunLIy
ucross cILIes, dependIng upon LIe sIze oI cILy, nuLure oI servIces
provIded und LIe resources uvuIIubIe wILI LIe UBs. WILI LIe
growIng use oI nIormuLIon und CommunIcuLIon TecInoIogy,
severuI munIcIpuI bodIes Iuve udopLed uuLomuLed CGR sysLems
wILI sopIIsLIcuLed reporLIng und monILorIng mecIunIsms buIIL
InLo LIeIr sysLems.
TIe common sLrucLure oI grIevunce redressuI sysLem LIuL Is
LypIcuIIy IoIIowed by u servIce provIder Is dIscussed beIow:
CILIzens cun regIsLer LIeIr compIuInLs eILIer LIrougI
LeIepIone or In puper Iorm wILI LIe HeIpIIne or LIey cun
regIsLer dIrecLIy LIrougI LIe MunIcIpuI body`s websILe.
Once LIe compIuInL geLs regIsLered wILI LIe HeIpIIne,
LIe cILIzens ure provIded wILI u UnIque TruckIng
Number. TIe HeIpIIne oIIIcIuIs muy upIoud LIe
compIuInL ImmedIuLeIy on LIe web uppIIcuLIon or do so
uL LIe end oI LIe duy.
OIIIcIuIs munnIng LIe IeIpIIne compIuInLs dIrecL LIese
compIuInLs Lo LIe upproprIuLe depurLmenL und LrunsIer
LIe compIuInLs eILIer dIrecLIy Lo LIe IIeId oIIIcers or Lo
LIe concerned depurLmenL Ieud or engIneer. TIe IIeId
oIIIcers or LIe depurLmenL Ieud muy receIve ImmedIuLe
InLImuLIon or LIey muy receIve LIem uL specIIIc LIme
sIoLs oI LIe duy.
TIe IIeId oIIIcer uILer redressIng LIe compIuInL, reporLs
buck LIe sLuLus dIrecLIy Lo LIe HeIpIIne sLuII or Lo IIs
senIor.
TIe sLuLus oI LIe compIuInL Is LIen upduLed on LIe
websILe.
TIe operuLIon und muInLenunce oI LIe IeIpIIne Is usuuIIy
ouLsourced Lo u LIIrd purLy, In some cuses Lo NGOs. TIrougIouL
LIe process, LIe sLuLus oI LIe compIuInL cun be monILored by LIe
compIuInunL. n some cuses, once LIe compIuInL Ius been
3 Executive Summary
T E R I Report No. 2009IA01
redressed, LIe munIcIpuI body uIso seeks Ieedbuck Irom LIe
compIuInunL (LIrougI Ieedbuck Iorms, eLc.).
Review of existing CGRS in selected cities (Ahmedabad & Raipur)
TER Leum vIsILed AImedubud MunIcIpuI CorporuLIon (AMC)
und RuIpur MunIcIpuI CorporuLIon (RMC) Lo undersLund LIe
currenL mecIunIsm Ior compIuInL IundIIng und resoIuLIon In
LIe Lwo munIcIpuI corporuLIons. TIe exIsLIng sysLems In LIese
Lwo cILIes were crILIcuIIy evuIuuLed Lo IdenLIIy LIe prevuIIIng
boLLIenecks und LIus ureus oI ImprovemenL.
Ahmedubud Monicipul Corporution provIdes severuI
uvenues Lo ILs cILIzens Ior ruIsIng LIeIr concerns und IodgIng
LIeIr compIuInLs uguInsL AMC`s servIces. AMC provIdes un
onIIne compIuInL regIsLruLIon sysLem Lo ILs cILIzens, wIIcI Is
currenLIy noL beIng wIdeIy used In LIe cILy. TIe onIIne sysLem
uuLomuLIcuIIy Iorwurds LIe compIuInL Lo LIe concerned oIIIcIuI
und generuLes un ucknowIedgemenL receIpL Ior LIe compIuInunL
provIdIng IIm LIe deLuIIs sucI us compIuInL regIsLruLIon
number, regIsLruLIon duLe, desIgnuLIon oI LIe concerned oIIIcIuI
eLc.
BesIdes un onIIne mecIunIsm, u munuuI mecIunIsm Is In pIuce
wIIcI Is beIng unIIormIy IoIIowed In uII LIe wurd oIIIces. TIe
munuuI mecIunIsm Is supporLed by wurd-wIse IeIpIIne number
LIuL Ius been pubIIcIzed umongsL LIe cILIzens LIrougI
newspupers, bIIIs eLc. TIIs munuuI sysLem Is used Lo regIsLer
compIuInLs LIuL ure receIved over LIe pIone und LIose LIuL ure
Iodged by LIe cILIzens by personuIIy vIsILIng LIe wurd oIIIce.
TIere Is u munuuI recordIng oI compIuInLs In u regIsLer by u
compIuInL supervIsor uL eucI wurd. TIIs sysLem Is currenLIy
beIng used In combInuLIon wILI LIe onIIne sysLem Ior beLLer
monILorIng by LIe oIIIcIuI uL LIe IIgIer IIerurcIy oI LIe
orgunIsuLIon. However, sucI munuuI-cum-onIIne mecIunIsm
InvoIvIng recordIng oI compIuInL deLuIIs In u regIsLer us weII In
LIe onIIne sysLem by LIe compIuInL supervIsor, Ieuds Lo
unnecessury dupIIcuLIon oI work und IneIIIcIenL uLIIIzuLIon oI
LIe supervIsor`s LIme.
A new IucIIILy cuIIed us '1cnsutidhc` wus uIso IuuncIed by AMC
us u pIIoL In Lwo zones In zoo8. L Is un uuLomuLed compIuInL
IundIIng sysLem supporLed by soILwure deveIoped und beIng
muInLuIned by un T vendor. TIIs servIce provIdes u cenLruIIzed
IeIpIIne number Ior eucI oI LIese Lwo zones unIIke LIe IeIpIIne
number Ior eucI wurd In LIe munuuI mecIunIsm. As soon us
compIuInL Is regIsLered, LIe sysLem sends one SMS Lo LIe
consumer us un ucknowIedgemenL receIpL und unoLIer SMS
4 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
InLImuLIng LIe concerned wurd oIIIcer ubouL LIe compIuInL. TIe
sysLem Ius pre-deIIned IIsL oI ServIce IeveI AgreemenLs (SAs)
wIIcI ure mupped wILI uII LIe sub-cuLegorIes oI consumer
compIuInLs. TIe concerned oIIIcIuI cun vIew uII LIe compIuInLs
uIIocuLed Lo IIm und cun upduLe ILs sLuLus. Once, u compIuInL Is
cIosed by LIe concerned wurd oIIIcer, LIe sysLem send u SMS Lo
LIe compIuInunL conIIrmIng LIe cIosure oI LIe compIuInL. AII LIe
deLuIIs oI LIe regIsLered compIuInLs ure uuLomuLIcuIIy recorded
by LIe sysLem IncIudIng SA, cuII sLuLus, cIosure duLe und LIme,
remurks by LIe wurd oIIIcer eLc. SucI reporLIng IeIps In
monILorIng by LIe IIgIer uuLIorILIes. TIe sysLem uIso sends
duIIy SMS Lo zonuI Ieuds und depuLy munIcIpuI commIssIoner
ubouL LIe number oI compIuInLs regIsLered, pendIng und
resoIved Ior eucI oI LIe depurLmenLs. urLIer, sysLem generuLes
perIodIc dusIbourds, cIurLs und perIormunce unuIysIs Ior beLLer
monILorIng purposes.
AMC Is pIunnIng Lo exLend JunsuvIdIu Lo LIe remuInIng Iour
zones us weII. However, AMC Is noL pIunnIng Lo compIeLeIy do
uwuy wILI LIeIr munuuI mecIunIsm us LIe munuuI sysLem Is sLIII
more popuIur umong LIe cILIzens In AImedubud. PeopIe sLIII
vIsIL LIe wurd oIIIce wIere JunsuvIdIu Ius uIreudy been
IuuncIed. JunsuvIdIu soILwure wus uIso used us u pIIoL In zooq
Ior monsoon compIuInLs In uII LIe zones wILI u cenLruIIzed LoII-
Iree number In AImedubud.
A key druwbuck oI LIe AMC`s CGRS Is LIuL LIere Is no
mecIunIsm Lo seek cusLomer Ieedbuck once LIe compIuInL Is
resoIved. Moreover, LIe exIsLence oI LIe muILIpIe uvenues Ior
IodgIng compIuInLs wILIouL uny InLegruLIon mukes LIe sysLem
Loo compIIcuLed Ior monILorIng und reporLIng. urLIer, perIodIc
meeLIngs ure noL IeId by LIe IIgIer uuLIorILIes Ior dIscussIons
on LIe vurIous uspecLs oI LIe compIuInL IundIIng mecIunIsms
und Ior seekIng commenLs und suggesLIons Irom LIe oIIIcIuIs so
us Lo muke LIe sysLem beLLer.
UnIIke AMC, Ruipor Monicipul Corporution {RMC) does
noL Iuve u sLrucLured compIuInL IundIIng mecIunIsm. RMC
provIdes sIngIe wIndows ('Elcl Khidli Prcncli') In uII LIe 8
zones wIere compIuInLs ure recorded In wrILLen In u regIsLer.
TIere Is no dedIcuLed IeIpIIne numbers und LIe cILIzens Iuve Lo
personuIIy vIsIL LIe zonuI oIIIce Lo Iodge LIeIr compIuInL uL LIe
sIngIe wIndow. L wus observed LIuL cILIzens preIer Lo ruIse LIeIr
concerns by mukIng cuIIs Lo LIe oIIIcIuIs on LIeIr personuI
conLucL numbers und Ience sucI compIuInLs ure noL recorded.
TIe mecIunIsm oI recordIng LIe compIuInLs, IorwurdIng LIem
Lo LIe concerned depurLmenLs, reporLIng eLc In LIe sIngIe
wIndow sysLem oI RMC Is noL unIIorm ucross uII LIe zones.
5 Executive Summary
T E R I Report No. 2009IA01
A key obsLucIe Lo u more sLrucLured und orgunIsed compIuInL
IundIIng process Is LIe Iuck oI skIIIed und unskIIIed personneI In
RMC. Moreover, LIere Is no cusLomer Ieedbuck mecIunIsm
uImed uL ImprovIng LIe servIces. L wus uIso observed LIuL
cILIzens ure more comIorLubIe In regIsLerIng LIeIr compIuInLs
LIrougI wurd councIIIors ruLIer LIun LIrougI sIngIe wIndow
sysLem. TIe monILorIng sysLem Is noL IormuI und munduLory.
MeeLIngs ure noL IeId reguIurIy wILIIn LIe munIcIpuI
corporuLIon Lo revIew LIe eIIIcucy oI LIe redressuI sysLem und
IdenLIIy ureus oI ImprovemenL.
RMC Is pIunnIng Lo InLroduce un uuLomuLed grIevunce redressuI
sysLem soon und Ius InILIuLed dIscussIons wILI CenLre Ior Good
Governunce Ior sucI un uppIIcuLIon. L Is expecLed Lo become
operuLIonuI In zo1o.
Drawing lessons for CGRS in Other Cities
n order Lo druw IeurnIngs Irom oLIer cILIes, TER Leum vIsILed
BenguIuru und Mysore. TIe Leum uIso vIsILed urIdubud wILI
LIe InLenL Lo undersLund LIe InIrusLrucLure, munpower und
oLIer InsLILuLIonuI cIuIIenges Iuced by reIuLIveIy smuIIer cILIes.
As In LIe cuse oI RuIpur, Monicipul Corporution oI
Iuridubud {MCI), does noL Iuve u dedIcuLed IeIpIIne
numbers Ior compIuInL regIsLruLIon. TIe cILIzens dIrecLIy muke
cuIIs Lo JunIor EngIneer, ExecuLIve EngIneer und AssIsLunL
EngIneer on LIeIr personuI conLucL numbers. BesIdes LIIs,
cILIzens cun uIso vIsIL LIe wurd oIIIces wIere LIey cun Iodge LIeIr
compIuInLs. TIe compIuInLs ure recorded In wrILLen In regIsLers
muInLuIned by peons und Iower IeveI sLuII member oI MC.
An onIIne compIuInL regIsLruLIon Ius uIso been IuuncIed In
zooq. However, IL Is noL weII receIved und uLIIIzed by LIe
oIIIcIuIs uL MC due Lo Iuck oI LruInIng us weII us u generuI
unwIIIIngness Lo udupL Lo u new sysLem oI work. TIere Is no
cILIzen cIurLer oI MC. AII emergency compIuInLs ure supposed
Lo be resoIved wILIIn duys wILIouL uny specIIIc ruLIonuIe.
n BenguIuru, Brohut Bengoluro Muhunuguru Pulike Ius
InLroduced zqx; IeIpIIne number (cenLruIIzed cuII cenLre) Ior
grIevunce regIsLruLIon. n uddILIon Lo LIIs, LIe cILIzens cun
uccess u runge oI oLIer opLIons Lo regIsLer LIeIr grIevunces sucI
us SMS, posL, onIIne regIsLruLIon eLc. ApurL Irom LIe cenLruIIzed
cuII cenLre cILIzens cun uIso cuII up LIe zonuI oIIIces Lo regIsLer
LIeIr compIuInLs. TIe compIuInL munugemenL sysLem In
BenguIuru Is sLrucLured und robusL wILI powerIuI buIIL In
reporLIng und monILorIng LooIs. I u compIuInL Is regIsLered uL
LIe cuII cenLre, LIe cuII Is recorded und LIen IL Is Iorwurded Lo
LIe concerned oIIIcIuI LIrougI wIreIess seLs. AILer LIe compIuInL
6 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
Is resoIved, LIe oIIIcIuI reporLs buck Lo LIe cuII cenLre upduLIng
LIe sLuLus us 'compIuInL resoIved`. TIe cuII cenLre LIen cuIIs LIe
uggrIeved cILIzen Lo verIIy LIe sLuLus und Lukes LIeIr Ieedbuck. n
cuses LIe concerned oIIIcIuI Is noL LukIng uny ucLIon, LIe
compIuInL geLs escuIuLed Lo LIe nexL IeveI oIIIcer, wIIcI brIngs
In uccounLubIIILy InLo LIe sysLem. BBMP uIso scuns LIe IeudIng
newspupers Ior compIuInLs und LrIes Lo uddress LIem.
Mysore City Corporution Ius udopLed LIe PGR (PubIIc
GrIevunces RedressuI) moduIe, wIIcI Ius uIso been
ImpIemenLed In 6 oLIer cILIes In KurnuLuku. CILIzens cun Iodge
LIeIr compIuInLs LIrougI pIone, InLerneL, puper uppIIcuLIons or
SMS. CompIuInLs ure gruded InLo Lwo cuLegorIes: A und B.
CompIuInLs under cuLegory A ure consIdered Lo be emergency
compIuInLs und LIey Iuve Lo be redressed wILIIn zq Iours, wIIIe
compIuInLs under B cuLegory ure consIdered urgenL Iuve Lo be
redressed wILIIn ; duys.
MCC Ius recenLIy InLroduced u SMS InLegruLed sysLem. TIIs
sysLem Ius been In operuLIon sInce AugusL zoo8. TIrougI LIIs
sysLem, u cILIzen cun regIsLer IIs grIevunce by sendIng u LexL
messuge Lo MCC In u prescrIbed IormuL. TIe sysLem uccepLs LIe
messuge II IL Is In LIe rIgIL IormuL und generuLes u dockeL
number. L IurLIer Iorwurds IL Lo LIe concerned oIIIcIuI Ior
ucLIon. As soon us LIe sysLem uccepLs LIe SMS un
ucknowIedgemenL Is senL Lo LIe cILIzen. n LIose cuses, wIere
SMS Is noL In LIe rIgIL IormuL, LIe sume Is communIcuLed Lo LIe
cILIzen. AILer LIe concerned oIIIcIuI uLLends LIe compIuInL, Ie
opens LIe orIgInuI messuge und Lypes S, wIIcI Is u repIy Lo
orIgInuI messuge sLuLIng LIuL LIe compIuInL Ius been uLLended.
Recommendations
Bused on LIe compreIensIve revIew oI LIe exIsLIng CGRS oI
AImedubud und RuIpur und TER`s observuLIons, TER
provIdes u Iew recommenduLIons Ior u beLLer und eIIecLIve
compIuInL IundIIng mecIunIsm In LIe Lwo munIcIpuI
corporuLIons. TIe key recommenduLIons Ior LIe Lwo cILIes Iuve
been IIsLed In LIe box 1 und box z.
7 Executive Summary
T E R I Report No. 2009IA01
Box 1.1: Key recommendations for Ahmedabad
Source: TERI
Box 1.2: Key recommendations for Raipur
Source: TERI
A dedIcuLed IeIpIIne number sIouId be InLroduced Ior u more sLrucLured process
TImIngs oI LIe sIngIe wIndow counLers sIouId be exLended Lo IucIIILuLe compIuInL
regIsLruLIon
Awureness sIouId be creuLed umong LIe musses ubouL LIe sIngIe wIndow sysLem oI
RMC. ew cILIzens use LIIs IucIIILy uL presenL.
An onIIne sysLem sIouId be operuLIonuIIzed uL LIe eurIIesL
MonILorIng oI compIuInLs on u reguIur busIs sIouId be sLrIcLIy enIorced.
CusLomer Ieedbuck mecIunIsm sIouId be IncorporuLed
A pubIIc dIscIosure oI compIuInL sLuLIsLIcs und reIuLed InIormuLIon sIouId be mude In
LIe AnnuuI ReporL oI RMC.
TruInIng und cupucILy buIIdIng Ior RMC oIIIcIuIs on eIIecLIve compIuInL redressuI
sIouId be InLroduced
A IormuI und unIIorm mecIunIsm Ior reporLIng und duLu munugemenL Ior uII LIe
regIsLered compIuInLs sIouId be InILIuLed
TIe cILIzen cIurLer sIouId be revIsed und mude more compreIensIve
To buIId uccounLubIIILy InLo LIe sysLem, u perIormunce uppruIsuI sysLem couId be puL
In pIuce wIIcI wouId consIder LIe perIormunce oI LIe oIIIcIuIs wILI respecL Lo
compIuInL IundIIng
CusLomer Ieedbuck mecIunIsm sIouId be IncorporuLed InLo LIe redressuI sysLem. L Is
necessury Lo evuIuuLe LIe eIIIcucy oI LIe sysLem und IdenLIIy ureus oI ImprovemenL.
TIe uuLomuLIc escuIuLIon process In cuse oI non-compIIunce wILI LIe LImeIInes sIouId be
mude operuLIonuI In order Lo Improve uccounLubIIILy umongsL LIe oIIIcIuIs.
TruInIng sIouId be gIven Lo LIe oIIIcIuIs Lo enubIe LIem Lo use LIe T-enubIed consumer
redressuI sysLem eIIecLIveIy.
SInce T enubIed consumer redressuI sysLems Is uL ILs nuscenL sLuge, perIodIc ussessmenL
oI LIe processes sIouId be mude Lo IdenLIIy LIe key Issues beIng Iuced by LIe oIIIcIuIs In
mukIng use oI LIe new sysLems und procedures so LIuL uccordIngIy cIunges cun be mude
Lo ensure user IrIendIy sysLems.
n LIe presence oI muILIpIe sysLems Ior compIuInL regIsLruLIon und LIeIr resoIuLIon, IL Is
necessury Lo InLegruLe uII LIe sysLems Ior unIIorm reporLIng essenLIuI Ior eIIecLIve
monILorIng.
An exposL evuIuuLIon oI jcnsutidhc sIouId be mude beIore IL Is exLended Lo LIe enLIre
AMC ureu.
TIe perIormunce uppruIsuI oI LIe empIoyees sIouId be IInked Lo LIeIr eIIIcIency In
IundIIng consumer compIuInLs.
TIere sIouId be munduLory meeLIngs uL reguIur InLervuI Lo ussess LIe eIIIcucy oI LIe
CGRS.
8 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
Model Framework
Bused on sLukeIoIders` consuILuLIon, compreIensIve
undersLundIng oI sysLems In CGRS sysLems In AImedubud,
RuIpur, BunguIuru, Mysore und urIdubud, und IILeruLure revIew
oI LIe exIsLIng mecIunIsms In vurIous cILIes, TER Ius
deveIoped u modeI Irumework Ior un T-enubIed CGRS Ior
munIcIpuI corporuLIons. TIe modeI Irumework Ius IncorporuLed
LIe Iessons druwn Irom good prucLIces IoIIowed by cILIes und
Ius uIso uddressed LIe sLrucLuruI Issues In LIe exIsLIng sysLems.
TIe busIc componenLs oI u modeI Irumework ure - Avenues Ior
IodgIng compIuInLs, compIuInL regIsLruLIon process, compIuInL
recordIng, compIuInL resoIuLIon, monILorIng, reporLIng und
Ieedbuck. TER`s modeI Irumework Ius IdenLIIIed LIree uvenues
Ior LIeIr grIevunce regIsLruLIon; numeIy, (1) PIone, (z) WuIk-In
und () OnIIne. TIe number oI LoucI poInLs sIouId be decIded
keepIng In vIew LIe socIo-economIc proIIIe oI LIe cILIzens und
LIeIr preIerences Ior vurIous opLIons. TIere Is u need Lo
esLubIIsI cenLruIIzed cuII cenLre Ior mukIng IL convenIenL Ior LIe
cILIzens Lo regIsLer LIeIr grIevunces over LIe pIone. urLIer,
eucI wurd oIIIce sIouId Iuve u compIuInL desk Lo IucIIILuLe LIe
cILIzens wIo ure personuIIy vIsILIng LIe wurd oIIIces Lo Iodge
LIeIr compIuInLs.
TIe modeI Irumework LIuL Ius been deveIoped by TER wouId
be unIIorm ucross LIese LIree uvenues. Under eucI uvenue, LIe
process oI compIuInL redressuI Ius been dIvIded InLo LIree
broud sLeps:
1. CompIuInL regIsLruLIon und recordIng
z. CompIuInL resoIuLIon und cusLomer Ieedbuck
. MonILorIng, ReporLIng und compIuInL AnuIysIs
Complaint registration and recording
TIIs Is LIe Iirst interIuce between u citizen und the
Monicipul Corporution wIereIn IeJsIe cun Iodge IIsJIer
compIuInL usIng uny oI LIe uIore-menLIoned uvenues Ior
compIuInL regIsLruLIon. TIe ImporLunL deLuIIs oI LIe compIuInL
sIouId be recorded In LIe sysLem. TIe compIuInunL`s deLuIIs
sIouId IncIude nume und uddress conLucL number, pIn-code,
wurd und LIe zone. TIe wurd und LIe zone cun be mupped Lo LIe
pIn-code us gIven by LIe cILIzen.
TIe compIuInL cuLegory und sub-cuLegory Ius Lo be submILLed
usIng u drop-down menu In LIe sysLem. TER proposes Lo mup
eucI oI LIe sub-cuLegorIes wILI LIe reIevunL oIIIcIuIs (Ior eucI
wurd und zone) In order Lo IucIIILuLe un uuLomuLIc uIIocuLIon oI
compIuInL Lo LIe concerned oIIIcIuI us soon us LIe compIuInL Is
regIsLered.
9 Executive Summary
T E R I Report No. 2009IA01
Once LIe compIuInL Is regIsLered, sysLem generuLes:
UnIque compIuInL regIsLruLIon number
CompIuInL regIsLruLIon duLe und LIme
SLIpuIuLed resoIuLIon LIme
Nume oI LIe concerned oIIIcIuI
TERI proposes thct Municipcl Corporction should specij the
stipulcted time jor resolution jor ecch oj the sub-ccteor oj
the complcints bcsed on the citizen chcrter cnd its experience
oter time.
As soon us LIe compIuInL Is submILLed, sysLem generuLes un
ucknowIedgemenL receIpL Ior LIe compIuInunL menLIonIng uII
LIe ubove deLuIIs Ior IIsJIer IuLure reIerence.
or onIIne compIuInLs, compIuInunLs sIouId be gIven opLIon oI
LukIng u prInL ouL oI LIe ucknowIedgemenL sIIp. TIese deLuIIs
ure communIcuLed Lo LIe cILIzen over LIe pIone II LIe cILIzen
regIsLers IIs compIuInL uL LIe cuII cenLres wIIIe u Iurd copy oI
LIe receIpL Is Iunded over Lo LIe cILIzen II Ie personuIIy vIsILs
zonuIJwurd oIIIce Lo Iodge LIe compIuInL.
Complaint resolution and feedback
AILer LIe compIuInL Is uuLomuLIcuIIy uIIocuLed Lo LIe concerned
oIIIcIuI (mupped Lo concerned wurdJzone und LIe compIuInL
sub-cuLegory), LIe compIuInL deLuIIs sIouId be mude uvuIIubIe Lo
LIe oIIIcIuI. TER proposes Lwo mecIunIsms Ior LIIs purpose.
1. SMS InLegruLed sysLem: As soon us LIe compIuInL Is
submILLed, u sysLem generuLed SMS sIouId be senL Lo
LIe oIIIcIuIs gIvIng brIeI deLuIIs sucI us regIsLruLIon
number, compIuInunL`s nume, uddress und conLucL
numbers und LIe grIevunce cuLegoryJsub-cuLegory. TIIs
IeuLure Is essenLIuI Lo ensure LIuL oIIIcIuI Is InLImuLed
ubouL LIe compIuInL us soon us IL Is uIIoLLed Lo IIm Lo
uvoId uny deIuy In LIe resoIuLIon process on uccounL oI
Iuck oI InIormuLIon.
z. OnIIne sysLem: TER proposes LIuL eucI oIIIcIuI sIouId
Iuve unIque IogIn D und pussword wIIcI cun be used
Lo uccess LIe deLuIIs oI uII LIe compIuInLs uIIocuLed Lo
IIm, Lo seIecL un upproprIuLe IIeId person Lo resoIve LIe
probIem und Lo upduLe uny remurks on LIe compIuInL.
AL uny poInL oI LIme uILer LIe regIsLruLIon, u compIuInL sLuLus
cun be (1) cIosed or (z) In process or () pendIng.
10 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
1. PendIng compIuInLs: A pendIng compIuInL Is one wIIcI
cunnoL be recLIIIed In LIe sLIpuIuLed LIme us LIe
compIuInL muy requIre mujor repuIrs und LIereIore
upprovuI Ior uddILIonuI Iunds. Remurks Ior LIe reuson
wIy u compIuInL Is pendIng sIouId be upduLed by LIe
concerned oIIIcIuI In IIs sysLem und sIouId uIso be
communIcuLed Lo LIe compIuInunL.
z. 'n process` compIuInLs: I LIe compIuInL Is noL cIosed by
IIeId personneI us expIuIned ubove, LIe sysLem ILseII wIII
sIow ILs sLuLus us 'In process` In LIe cuII cenLre sysLem us
weII us In LIe concerned oIIIcIuI`s sysLem
. CIosed compIuInLs: TER proposes LIuL LIe oIIIcIuI
responsIbIe Ior u purLIcuIur compIuInL sIouId noL be
gIven LIe opLIon oI cIosIng LIe compIuInL Ior
Lrunspurency reusons. Once LIe compIuInL Is recLIIIed by
LIe IIeId person, Ie Ius Lo geL LIe sLuLus upduLed uL LIe
cuII cenLre wIere dedIcuLed execuLIve ure responsIbIe Ior
upduLIng LIe sLuLus us 'cIosed`. BeIore LIe compIuInL Is
cIosed, LIe execuLIve cuIIs LIe compIuInunL Lo seek IIs
Ieedbuck wIIcI Is upduLed In LIe sysLem. Once LIe
sysLem cIoses LIe compIuInL, IL Is upduLed In LIe
oIIIcIuI`s sysLem uuLomuLIcuIIy.
Feedback
TIere sIouId be u IormuI mecIunIsm Lo seek cILIzen Ieedbuck
uILer LIe probIem Ius been resoIved. TIe Ieedbuck sIouId
record LIe cILIzen`s suLIsIucLIon wILI respecL Lo:
TIe quuIILy oI resoIuLIon oI grIevunce
TIme Luken Ior resoIuLIon
BeIuvIour oI LIe sLuII
CILIzen sIouId be ubIe Lo provIde IIs Ieedbuck eILIer over LIe
pIone or onIIne. TIe cILIzen sIouId Iowever be uIIowed Lo gIve
IIs Ieedbuck onIy LIrougI one oI LIe opLIons In order Lo uvoId
InconsIsLencIes In LIe Ieedbuck.
TERI clso proposes to conduct reulcr third pcrt customer
sctisjcction surtes jor cn unbicsed cnd jcir cssessment oj the
ejjiccc oj the CGRS.
Monitoring, Reporting and complaint Analysis
TER recommends LIIs componenL oI LIe CGRS us mosL
ImperuLIve Ior brIngIng uccounLubIIILy umongsL LIe empIoyees
11 Executive Summary
T E R I Report No. 2009IA01
und uIso Lo ussess LIe perIormunce oI munIcIpuI corporuLIon In
deIIverIng ILs servIces Lo LIe suLIsIucLIon oI LIe consumers und
LIus Lo IdenLIIy LIe ureus oI ImprovemenL.
MonILorIng: TIere Is un In-buIIL monILorIng Ior 'In
process` compIuInLs by wuy oI perIodIc commenLsJ
remurks mude by LIe concerned oIIIcIuI. TIey ure
uuLomuLIcuIIy upduLed In LIe cuII cenLre sysLem so LIuL u
compIuInunL cun be upduLed ubouL LIe resoIuLIon sLuge
oI IIs compIuInL (In cuse Ie cuIIs up LIe cuII cenLre Lo
know ILs sLuLus).
o I LIe compIuInL Is noL redressed wILIIn LIe
sLIpuIuLed LIme, IL wIII geL uuLomuLIcuIIy
escuIuLed Lo LIe IIgIer IeveI oIIIcIuI.
o As soon us sLIpuIuLed LIme Is over, LIe cuII cenLre
execuLIve cuIIs up LIe compIuInunL Lo
ucknowIedge LIe deIuy, expIuIn LIe reuson Ior
LIe deIuy (II possIbIe), upprIse on LIe
sLuLusJsLuge oI resoIuLIon und LIe LIme In wIIcI
LIe probIem wouId be resoIved.
ReporLIng: TIe sysLem sIouId generuLe perIodIc reporLs
on number oI compIuInLs regIsLered In u purLIcuIur LIme
perIod, depurLmenL wIse compIuInLs, zoneJwurd wIse
compIuInLs, compIuInLs uIIocuLed Lo vurIous oIIIcIuIs,
compIuInLs resoIved In sLIpuIuLed LIme perIod,
unresoIved und pendIng compIuInLs so on und so IorLI.
TIese reporLs sIouId be presenLed In pIe cIurLs,
dusIbourds, grupIs eLc Ior compreIensIve perIormunce
unuIysIs
CompIuInL AnuIysIs: Bused on LIe sysLem generuLed
reporLs, perIodIc unuIysIs oI sucI InIormuLIon und duLu
sIouId be InsLILuLIonuIIzed Lo IdenLIIy LIe uspecLs sucI
us recurrIng compIuInL In u purLIcuIur zoneJwurd, uny
sIgnIIIcunL sIIIL In LIe number und cuLegory oI
compIuInLs In u purLIcuIur zoneJwurd, uny specIIIc
depurLmenL LIuL receIved muxImum compIuInLs In u
gIven perIod oI LIme eLc.
Strengthening the IT Enabled Grievance Redressal System
TER IurLIer recommends cerLuIn governunce und
InIrusLrucLure sLrengLIenIng meusures LIuL ure necessury Lo
muke LIe proposed modeI Irumework eIIecLIve:
Truining und skill enhuncement oI
Ionctionuries: TIe IuncLIonurIes oI LIe munIcIpuI
corporuLIons sIouId be ImpurLed T LruInIng Ior
12 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
operuLIng LIe CGR sysLem. TruInIng sIouId be uIso
orgunIzed on soIL skIIIs Lo enubIe LIe sLuII Lo IundIe
compIuInLs poIILeIy und eIIecLIveIy. TruInIng In LIe use
oI T Is noL onIy essenLIuI uL LIe IeveI oI LIe sLuII buL uIso
uL LIe munugerIuI IeveI.
Citizen-Iriendly systems: TIe soILwure deveIoped Ior
redressuI sIouId be sImpIe und user IrIendIy. TIIs wIII
ensure LIuL LIe cIerIcuI sLuII Is ubIe Lo work on IL wILI un
eIemenLury undersLundIng oI T. SImpIe Lo use sysLem
wIII ensure more uccepLubIIILy by consumers. TurgeLed
eIIorLs musL be mude Lo creuLe uwureness umong LIe
musses ubouL LIe CGR sysLem.
Robost buckend processes: A good grIevunce
redressuI sysLem sIouId be supporLed by robusL buckend
processes, InIrusLrucLure und upproprIuLe LecInoIogIes
Lo supporL servIce requIremenLs sucI us zq-Iour uccess
eLc.
Boilding uccoontubility umongst oIIiciuls: SenIor
oIIIcIuIs need Lo proucLIveIy monILor LIe perIormunce oI
LIe sLuII In redressuI. TIey need Lo IoId perIodIc
meeLIngs und keep cIeck on LIe Iower IeveI sLuII. AnnuuI
perIormunce uppruIsuI sIouId uIso evuIuuLe LIe
perIormunce oI sLuII In eIIecLIve redressuI oI compIuInLs.
Boilding competitive pressore: SLuLes cun consIder
ruLIng MunIcIpuI bodIes on LIeIr perIormunce In
grIevunce redressuI. TIe MoUD Ius Issued servIce IeveI
bencImurks Ior grIevunce redressuI under LIe E-
governunce moduIe LIuL cun be used Ior LIe ruLIng
exercIse. GovernmenL IundIng cun uIso be IInked Lo LIe
perIormunce oI MunIcIpuI corporuLIons In redressuI oI
consumer Issues.
Legul recognition oI Monicipul's role in
consomer grievunce redressul: MunIcIpuI AcLs
sIouId be umended In order Lo recognIze Consumer
GrIevunce RedressuI (wILI respecL Lo MunIcIpuI
servIces) us u core IuncLIon oI LIe MunIcIpuI
CorporuLIon. ServIce sLundurds sIouId be prescrIbed
und mude IeguIIy bIndIng on LIe MunIcIpuI CorporuLIon.
Ike LIe eIecLrIcILy secLor, provIsIons sIouId be mude Ior
compensuLIon Ior non- resoIuLIon oI compIuInLs beyond
sLIpuIuLed LIme.
13 Executive Summary
T E R I Report No. 2009IA01
Poblic disclosore: TIe duLuJInIormuLIon on
consumer compIuInLs receIved by LIe munIcIpuI
corporuLIon In LIe yeur sIouId be uvuIIubIe Ior pubIIc
scruLIny.
Independent Iorom Ior Appeul: L Is recommended
LIuL un ombudsmun, on IInes oI LIe ombudsmun In
KeruIu (KeruIu Ombudsmun Ior ocuI SeII GovernmenL
nsLILuLIons) sIouId be seL up uL LIe cILy IeveI wIIcI
Lukes up uppeuIs reIuLIng Lo MunIcIpuI servIces.
T E R I Report No. 2009IA01
CHAPTER 1 Introduction
TIe Energy und Resources nsLILuLe (TER) Ius been uwurded u
sLudy by LIe MInIsLry oI Urbun DeveIopmenL (MoUD) under LIe
MInIsLry`s CenLre oI ExceIIence (COE) InILIuLIve Lo
Recommend un IIIective Irumework Ior Consomer
Grievunce Redressul Ior Monicipul Services. TIIs sLudy
envIsuges u crILIcuI ussessmenL oI LIe exIsLIng consumer
grIevunce redressuI sysLems In MunIcIpuI bodIes und In
eIecLrIcILy secLor wILI LIe objecLIve oI sLrengLIenIng LIe
grIevunce redressuI sysLems In Lwo seIecLed cILIes. TIe sLudy
uIso proposes u modeI Irumework Ior consumer grIevunce
redressuI ucross cILIes.
TIe reporL Is sLrucLured InLo IIve cIupLers. CIupLer 1 brIeIIy
summurIses LIe need Ior consumer grIevunce redressuI sysLem
Ior munIcIpuI servIces und LIe on-goIng e-governunce
InILIuLIves, wIIcI encompuss sucI u sysLem. CIupLer z Is u
documenLuLIon oI LIe grIevunce redressuI mecIunIsms oI
munIcIpuI corporuLIons In severuI cILIes In ndIu. CIupLer
presenLs LIe grIevunce redressuI Irumework In eIecLrIcILy secLor
In DeIII. CIupLer q dIscusses TER`s observuLIons on Consumer
GrIevunce RedressuI SysLem (CGRS) bused on ILs IIeId vIsILs Lo
AImedubud, RuIpur, urIdubud, BenguIuru und Mysore. L
crILIcuIIy ussesses LIe grIevunce redressuI sysLems In LIe
MunIcIpuI CorporuLIons oI LIese cILIes und proposes u seL oI
recommenduLIons Ior AImedubud und RuIpur Lo Improve LIeIr
redressuI sysLems. InuIIy, cIupLer Iuys down u modeI T-
enubIed Irumework Ior grIevunce redressuI sysLem Ior munIcIpuI
corporuLIons. L uIso recommends cerLuIn governunce
sLrengLIenIng meusures, wIIcI ure u pre-requIsILe Ior mukIng
LIe T enubIed e-governunce seL up eIIecLIve.
Consumer Grievance Redressal System: An Overview
Urbun governunce und munugemenL In ndIu Is predomInunLIy
LIe consLILuLIonuI domuIn oI LIe sLuLe governmenL wIIcI
deIeguLe LIese IuncLIons Lo Urbun ocuI BodIes LIrougI specIIIc
IegIsIuLIons. Urbun IocuI bodIes (UBs) ure IocuI seII governIng
InsLILuLIons und consLILuLe LIIrd LIer oI governunce sysLems In
ndIu und uLLend Lo LIe duy- Lo- duy needs oI u communILy sucI
us rouds, sLreeL IIgILIng, wuLer suppIy und sunILuLIon, soIId
wusLe munugemenL, prImury educuLIon, purks, pubIIc IeuILI,
und so on. Urbun popuIuLIon oI ndIu Is vusL und growIng on
uccounL oI economIc und socIuI deveIopmenL In ndIu. TIe
mussIve growLI In urbun popuIuLIon Ius creuLed un urgenL need
16 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
Ior sLrengLIenIng urbun IocuI bodIes LIuL cun deIIver udequuLe
servIces und Improve IIvIng condILIons oI cILIzens.
GovernmenL oI ndIu (Go) Ius recognIzed LIe ImporLunce oI
urbun InIrusLrucLure deveIopmenL Ior LIe overuII progress oI
ndIun economy. L Ius IuuncIed LIe JuwuIurIuI NeIru NuLIonuI
Urbun RenewuI MIssIon (JNNURM) In December zoo In order
Lo provIde cenLruI ussIsLunce Lo IdenLIIIed UBs Ior urbun
InIrusLrucLure deveIopmenL IInked Lo vurIous sLuLe und
munIcIpuI IeveI reIorms LIuL ure necessury Lo Improve urbun
governunce und LIe deIIvery und munugemenL oI urbun servIces.
mprovIng governunce und servIce deIIvery Is LIereIore un
ImporLunL componenL oI LIe reIorm ugendu IInked Lo LIe
JNNURM.
MosL oI LIe cILIzens` InLerucLIon wILI LIe governmenL Iuppens
uL LIe munIcIpuI IeveI In ndIu und LIus LIese UBs ure requIred
Lo orIenL LIeIr ucLIvILIes Lowurds LIe suLIsIucLIon oI cILIzens In
LIe cILy so us Lo buIId conIIdence umong LIe cILIzens.
Consomer grievunce redressul Is un ImporLunL IuncLIon oI
un eIIIcIenL, responsIve und LrunspurenL munIcIpuI body. TIe
busIc purpose beIInd u grIevunce redressuI mecIunIsm Is Lo
provIde u pIuLIorm Lo LIe cILIzens Lo Iodge LIeIr compIuInLs
reIuLed Lo vurIous servIces LIey receIve Irom LIe munIcIpuI body,
voIce LIeIr opInIons und provIde Ieedbuck on vurIous servIces
rendered by UBs. L brIdges LIe communIcuLIon gup beLween
LIe munIcIpuI bodIes und LIe cILIzens und provIdes cILIzens u
pIuLIorm LIrougI wIIcI LIey cun geL LIeIr grIevunces redressed
In u LImeIy und LrunspurenL munner. L uIso serves us u meuns Lo
meusure LIe eIIIcIency und eIIecLIveness oI munIcIpuI bodIes us
IL provIdes ImporLunL Ieedbuck Lo LIe UBs on LIe workIng oI
LIe udmInIsLruLIon.
TIus Consumer GrIevunce RedressuI process ussIsLs LIe
munIcIpuI bodIes In ImprovIng LIeIr servIces In LIe IoIIowIng
munner:
Citizens Monicipul Bodies: - Consumers JCILIzens
voIce LIeIr grIevunces und LIus provIde vuIuubIe
Ieedbuck Lo munIcIpuI bodIes regurdIng LIe quuIILy oI
servIces deIIvered.
Monicipul bodies Citizens: - BesIdes uddressIng
LIe compIuInL, LIe Ieedbuck gIven by LIe
consumerJcILIzens IeIps LIe munIcIpuI bodIes Lo unuIyze
LIe quuIILy oI LIeIr servIces und become uwure oI (und
evenLuuIIy recLIIy) uny deIIcIency (sLrucLuruI or
oLIerwIse) InIerenL In LIeIr servIces. TIIs IeIps In
ImprovIng LIe eIIIcIency, uccounLubIIILy, responsIveness
17 Introduction
T E R I Report No. 2009IA01
und Lrunspurency oI LIe munIcIpuI bodIes. AII LIIs
uILImuLeIy Ieuds Lo Improved servIce quuIILy.
TIe IIgure beIow presenLs LIe key beneIILs oI u grIevunce redressuI
sysLem oI u munIcIpuI body:
Figure 1.1 Benefits of a Consumer Grievance Redressal System
TIere ure severuI uvenues uvuIIubIe Lo LIe cILIzens Ior grIevunce
redressuI (WSP, zoo8). Some ure InILIuLed by LIe UBS und
ImpIemenLed by LIem wIIIe LIere oLIer cIunneIs uIso uvuIIubIe
Lo LIe consumers. TIe dIsLIncLIon IIes In LIe IucL LIuL InILIuLIves
by UBs ure prImurIIy IormuI wIIIe oLIers sucI us LIose
InILIuLed by consumers und drIven by oLIer purLIes ure InIormuI
cIunneIs. or InsLunce, cILIzens someLImes resorL Lo InIormuI
cIunneIs wIen LIey IIgIIIgIL LIeIr grIevunces wILI respecL Lo
munIcIpuI servIces In newspupers or resorL Lo demonsLruLIons
Ied by NGOs eLc.
DurIng sLukeIoIder dIscussIon, u concern wus ruIsed regurdIng
LIe provIsIon Ior un uppeuI process wIere u cILIzen cun uppeuI
uguInsL LIe ucLIonJresponse oI LIe corporuLIon on IIs grIevunce
In cuse IeJsIe Is noL suLIsIIed wILI LIe ucLIon. However, us per
LIe munIcIpuI bodIes, sucI kInd oI u Iorum Is noL requIred us
corporuLIons Iuve eIecLed represenLuLIves Irom cILIzens wIo cun
LIemseIves proucLIveIy uddress sucI concerns.
n LIIs reporL, we Iocus onIy on LIe IormuI grIevunce redressuI
mecIunIsms LIuL ure InLernuI Lo LIe munIcIpuI bodIes.
E-governance and CGRS
TIe use oI nIormuLIon und CommunIcuLIon TecInoIogy (CT)
Is becomIng IncreusIngIy popuIur In buIIdIng LIe sysLems Ior
InLerucLIon beLween cILIzensJ consumers und servIce provIders
ucross uII LIe secLors In ndIu. DurIng LIe IusL Iew yeurs In ndIu,
Consumer
Grievance
Redressal
System in Urban
local bodies
Building confidence among the citizens and
encouraging public participation
Direct feedback from consumers on the
working of the ULB
Identification of recurring systemic problems
enabling effective resolution of complaints
Building accountability and ensuring
transparency in an organization
18 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
LIere Iuve been mujor InILIuLIves by LIe governmenL Lowurds
usIerIng In InIormuLIon LecInoIogy und ILs LooIs In LIe
IuncLIonIng oI GovernmenL.
n zoo6, LIe NuLIonuI e-governunce PIun (NeGP) wus InILIuLed
by LIe GovernmenL oI ndIu Lo:
Muke uII LIe governmenL servIces uccessIbIe Lo LIe
common mun In IIs IocuIILy, LIrougI common servIces
deIIvery ouLIeLs und
Ensure eIIIcIency, Lrunspurency und reIIubIIILy oI sucI
servIces uL uIIordubIe cosLs Lo reuIIze LIe busIc needs oI
LIe common mun.
SInce LIe IocuI governmenLs ure LIe IIrsL InLerIuce beLween
cILIzens und governmenL, LIe ImporLunce oI e-governunce In
UBs Ius been recognIzed by Go.
E-governunce In munIcIpuIILIes Is one oI LIe vurIous MIssIon
Mode ProjecLs (MMPs) IdenLIIIed under NeGP under LIe
MInIsLry oI Urbun DeveIopmenL (MoUD) us purL oI JNNURM.
TIe objecLIve oI LIIs projecL Is Lo Ieveruge LIe CT opporLunILIes
Ior susLuIned ImprovemenL In eIIIcIency und eIIecLIveness oI
deIIvery oI munIcIpuI servIce Lo cILIzensTIe projecL busIcuIIy Is
expecLed Lo Iocus on cIeurIy IdenLIIIed IIsL oI servIces LIuL wIII be
covered wIIcI IncIudes compIuInLs IundIIng besIdes oLIer
IuncLIons und servIces oI munIcIpuI bodIes.
TIe use oI CT Ior CompIuInL IundIng und grIevunce redressuI
mecIunIsm uL UBs Is envIsuged Lo sLImuIuLe good governunce
und Improve Lrunspurency und uccounLubIIILy In LIe provIsIon oI
munIcIpuI servIces.
Under LIe munuuI sysLem oI grIevunce IundIIng process uL LIe
UB IeveI, cILIzens need Lo upproucI LIe munIcIpuI corporuLIon
oIIIce Lo regIsLer u compIuInL In u puper Iorm or over LIe pIone
und keep wuILIng Ior LIe redressuI In LIe ubsence oI uny
compIuInL LruckIng mecIunIsm. n LIIs sysLem even regIsLerIng
LIe compIuInL Is u LedIous und LIme-consumIng process.
However, growIng use oI CT uppIIcuLIon Ior grIevunce IundIIng
process by munIcIpuI bodIes Ius Increused LIe uccessIbIIILy Lo
deIIvery oI busIc servIces.
CT uppIIcuLIon In CGRS Is envIsuged Lo provIde u 'one sLop
wIndow` Lo regIsLer LIe compIuInLs, provIde u Ieedbuck Ior LIe
munIcIpuI servIces, gIve suggesLIons und ruIse grIevunces wILI
respecL Lo uny uspecL oI servIce deIIvery und provIde u pIuLIorm
Ior pubIIc purLIcIpuLIon In LIe overuII udmInIsLruLIon oI UBs.
urLIer, LIe MoUD Ius prescrIbed u seL oI bencImurks Ior e-
governunce In MunIcIpuIILIes, known us ServIce eveI
BencImurks (SBs). TIese bencImurks or Key PerIormunce
19 Introduction
T E R I Report No. 2009IA01
ndIcuLors (KPs) Iuve been prepured wILI LIe objecLIve oI
ImpIemenLIng LIe nuLIonuI mIssIon mode projecL on e-
governunce In munIcIpuIILIes. KPs Iuve been prepured Ior eucI
oI LIe eIgIL busIc servIces IdenLIIIed Ior e-governunce, IncIudIng
grIevunce IundIIng.
or grIevunce IundIIng, LIe KPs Iuve been deveIoped Ior LIe
resoIuLIon oI compIuInLs, udIerence oI response LIme Ior
grIevunce resoIuLIon, uccessIbIIILy und uvuIIubIIILy oI IucIIILIes Ior
regIsLruLIon oI grIevunces, IeveI oI uwureness umong cILIzens eLc.
TIIs wouId IeIp LIe MunIcIpuI corporuLIons und councIIs Lo
evuIuuLe LIeIr perIormunce uguInsL LIe specIIIed bencImurks
und LIereby IdenLIIy ureus oI ImprovemenL.
TIe common sLrucLure oI grIevunce redressuI sysLem LIuL Is
LypIcuIIy IoIIowed by u servIce provIder Is dIscussed beIow:
CILIzens cun regIsLer LIeIr compIuInLs eILIer LIrougI
LeIepIone or In puper Iorm wILI LIe HeIpIIne or LIey cun
regIsLer dIrecLIy LIrougI LIe MunIcIpuI body`s websILe.
Once LIe compIuInL geLs regIsLered wILI LIe HeIpIIne,
LIe cILIzens ure provIded wILI u UnIque TruckIng
Number. TIe HeIpIIne oIIIcIuIs muy upIoud LIe
compIuInL ImmedIuLeIy on LIe web uppIIcuLIon or do so
uL LIe end oI LIe duy.
An oIIIcIuI munnIng LIe IeIpIIne dIrecLs LIese
compIuInLs Lo LIe upproprIuLe depurLmenL und LrunsIer
LIe compIuInLs eILIer dIrecLIy Lo LIe IIeId oIIIcers or Lo
LIe concerned depurLmenL Ieud or engIneer. TIe IIeId
oIIIcers or LIe depurLmenL Ieud muy receIve ImmedIuLe
InLImuLIon or LIey muy receIve LIem uL specIIIc LIme
sIoLs oI LIe duy.
TIe IIeId oIIIcer uILer redressIng LIe compIuInL, reporLs
buck LIe sLuLus dIrecLIy Lo LIe HeIpIIne sLuII or Lo IIs
senIor.
TIe sLuLus oI LIe compIuInL Is LIen upduLed on LIe
websILe.
TIe operuLIon und muInLenunce oI LIe IeIpIIne Is usuuIIy
ouLsourced Lo u LIIrd purLy, In some cuses Lo NGOs. TIrougIouL
LIe process, LIe sLuLus oI LIe compIuInL cun be monILored by LIe
compIuInunL. n some cuses, once LIe compIuInL Ius been
redressed, LIe munIcIpuI body uIso seeks Ieedbuck Irom LIe
compIuInunL (LIrougI Ieedbuck Iorms, eLc.).
TIe ubove sLrucLure cun be represenLed dIugrummuLIcuIIy us
IoIIows:
20 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
CITIZENS
PHONE CALL or SMS WEBSITE PAPER FORM
HELPLINE
COMPLANT TRANSFERRED TO ENGINEER/ DEPARTMENT HEAD
COMPLAINT TRANSFERRED TO FIELD STAFF
COMPLAINT REDRESSAL
REPORT BACK
Figure 1.2 CGRS: General Structure Flow
T E R I Report No. 2009IA01
CHAPTER 2: Literature Review of Consumer Grievance
Redressal Facilities in cities
TIe UBs und IocuI governmenL In ndIu Iuve recognIzed LIe
ImporLunce oI Improved urbun servIce deIIvery Ior LIe
expundIng urbun popuIuLIon und ure LryIng Lo exumIne LIe
ImpedImenLs In eIIIcIenL servIce deIIvery und ure workIng
Lowurds ImprovemenL.
n LIe provIsIon oI urbun servIces, LIere Ius been u growIng
consensus LIuL cILIzens` InvoIvemenL und un ucLIve InLerucLIon
beLween munIcIpuI bodIes und LIe cILIzens cun pIuy un
ImporLunL roIe In brIngIng uccounLubIIILy, Lrunspurency und
ImprovIng servIce deIIvery oI UBs. To LIIs end, muny
munIcIpuI bodIes ucross ndIu Iuve InILIuLed reIorm processes Lo
Improve LIe consumer grIevunce redressuI sysLem, some oI
wIIcI ure quILe progressIve und ImpressIve. n order Lo Increuse
LIe uccessIbIIILy und LIe eIIIcucy oI LIe sysLem, InIormuLIon
LecInoIogy Is beIng used by severuI munIcIpuI bodIes; Iowever,
LIe IeuLures und LIe exLenL oI InILIuLIves dIIIer Irom cILy Lo cILy.
Some oI LIe cILIes In ndIu Iuve InLroduced e-governunce In LIe
process oI servIce deIIvery und especIuIIy In redressIng und
IundIIng LIe consumer grIevunces. or InsLunce, In KurnuLuku,
LIe governmenL Ius InLroduced LIe OnIIne PubIIc GrIevunce
RedressuI SysLem (PGR) In JuIy zoo, In ; Lowns ucross LIe
sLuLe Lo provIde LrunspurenL und eIIIcIenL pubIIc grIevunce
redressuI sysLem. TIIs sysLem enubIes LIe consumers Lo voIce
LIeIr grIevunces und Lruck LIe progress oI ILs redressuI In u
sLrucLured und eIIIcIenL munner. n order Lo keep u Lruck on LIe
recurrIng probIems Iuced by LIe cILIzens, compIuInLs ure
cuLegorIzed Lo undersLund wIuL kInd oI probIems ure Iuced by
LIe cILIzens mosL so LIuL upproprIuLe ucLIons cun be Luken Lo
Improve LIe sILuuLIon. SImIIur InILIuLIves Iuve been Luken In
AndIru PrudesI us weII.
TIe e-governunce moduIe oI AImedubud MunIcIpuI
CorporuLIon (AMC) In GujuruL Ius bugged LIe 'e-ndIu zooq'
uwurd In LIe munIcIpuI T secLor In zooq. An T enubIed
uuLomuLed sysLem Ius been IuuncIed Ior compIuInL regIsLruLIon,
uIIoLmenL oI compIuInLs Lo LIe concerned oIIIcIuIs In
zonesJwurds, und IucIIILy Lo Lruck LIe sLuLus oI compIuInL uL uny
poInL oI LIme beIore LIe compIuInL Is cIosed, und un In-buIIL
reporLIng und monILorIng mecIunIsm.
TIe eIIIcucy oI LIe uuLomuLed sysLem dIIIers Irom cILy Lo cILy.
or InsLunce, uL AMC, LIougI un onIIne sysLem Lo regIsLer
compIuInLs Is In pIuce, IL wus Iound LIuL mosL oI LIe oIIIcIuIs sLIII
use u munuuI und convenLIonuI process oI compIuInL
22 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
regIsLruLIon. L muy be due Lo Iuck oI udequuLe LruInIng Lo LIe
oIIIcIuIs wIIcI Is ImperuLIve Lo IumIIIurIze LIem wILI LIe new
sysLem. KurnuLuku Ius ucknowIedged LIIs need und Ius
desIgnuLed z- soILwure engIneers Lo IundIe LIe sysLem uL eucI
oI PGR und Lo provIde LruInIng Lo LIe oIIIcIuIs Lo use IL
eIIecLIveIy Ior LIe prucLIcuI purposes.
TIere ure oLIer InnovuLIve sLeps Luken by severuI munIcIpuI
bodIes ucross ndIu Lo InsLILuLIonuIIze LIeIr grIevunce redressuI
process. or InsLunce, sysLemuLIc monILorIng mecIunIsm uL
JumsIedpur ULIIILIes und ServIces Compuny ImILed (JUSCO)
by mukIng rundom cuIIs Lo LIe compIuInunLs Lo IdenLIIy wIeLIer
LIey ure suLIsIIed wILI LIe ucLIon Luken, prIorILy-wIse
cIussIIIcuLIon oI compIuInLs uL SuruL MunIcIpuI CorporuLIon
(SMC), uuLomuLIc escuIuLIon Lo uuLIorILIes uL LIe IIgIer IeveI In
cuse oI non-resoIuLIon oI compIuInLs uL AndIru PrudesI SLuLe
HousIng CorporuLIon ImILed.
TIe InILIuLIves Luken by munIcIpuI bodIes vury Irom cILy Lo cILy
und LIeIr prucLIcuI ImpIemenLuLIon depends on severuI IucLors
IncIudIng IncenLIve sLrucLure, cupucILy buIIdIng, uccounLubIIILy
reIuLIonsIIps, monILorIng mecIunIsm eLc. TIe IILeruLure revIew
Ius uIso brougIL ouL u IucL LIuL uwureness umong LIe
consumers ubouL LIe InILIuLIves oI munIcIpuI bodIes Is very
ImporLunL und Is oILen Iound wunLIng.
TIe subsequenL secLIon expIuIns In deLuII, LIe cuse sLudIes oI
consumer grIevunce redressuI sysLems In MunIcIpuI bodIes In
vurIous cILIes In ndIu.
Jamshedpur Utilities and Services Company Limited
JumsIedpur Is un IndusLrIuI Lown IocuLed In JIurkIund. L Ius
u LoLuI ureu oI 6q sq. kms und Is Iome Lo upproxImuLeIy ; IukI
peopIe (us per zoo1 census). TIII zooq, TuLu SLeeI`s Town
ServIces DIvIsIon used Lo provIde munIcIpuI servIces Lo LIe
resIdenLs. n zooq u sepuruLe compuny - JumsIedpur ULIIILIes
und ServIces Compuny ImILed (JUSCO) wus creuLed ouL oI LIe
Town ServIces DIvIsIon. TIe servIces provIded by JUSCO
IncIude wuLer und wusLe wuLer servIces, power dIsLrIbuLIon
servIces, engIneerIng und consLrucLIon, und pubIIc IeuILI und
IorLIcuILure (JUSCO zoo;).
n order Lo uddress consumer grIevunces, JUSCO SuIyog
Kendru wus esLubIIsIed. TIIs SuIyog Kendru uIIows sIngIe
wIndow uccess Lo LIe compIuInunL Ior compIuInL regIsLruLIon
und subsequenL IoIIow-ups on u zqx; busIs. To sLreumIIne LIe
workIng oI LIe SuIyog Kendru, LIe LownsIIp Ius been dIvIded
InLo seven zones - SonurI, Kudmu, CenLruI, BIsLupur, SukcII,
SIdIgoru und Burmu MInes.
23 Literature Review of Consumer Grievance Redressal Facilities
T E R I Report No. 2009IA01
Under LIIs SuIyog Kendru sysLem, consumers cun regIsLer LIeIr
compIuInL by cuIIIng on LIe compIuInL number. or regIsLruLIon,
consumers ure requIred Lo IdenLIIy LIemseIves by LIeIr pIone
number, cusLomer D, und LIe IocuLIon Irom wIere LIey ure
cuIIIng. n cuse oI InIrusLrucLure probIems, JUSCO mups down
LIe IocuLIon Lo uny one oI LIe seven zones LIrougI LIeIr
GeogrupIIc nIormuLIon SysLem (GS)
soILwure. AILer LIe
IdenLIIIcuLIon, LIe consumer Is usked Lo specIIy LIe purLIcuIur
compIuInL code (us IIsLed In LIe JUSCO SuIyog Kendru
CompIuInL BookIeL
1
) IoIIowed by LIe deLuIIs oI LIeIr compIuInL.
On receIvIng LIe compIuInL, LIe JUSCO SuIyog Kendru regIsLers
LIe compIuInL In ILs cenLruI duLubuse, uIong wILI LIe cusLomer
D und nuLure oI LIe compIuInL us IdenLIIIed by LIe reIevunL job
code.
TIe SuIyog Kendru LIen puLs In LIe requesL Ior uddressIng LIe
compIuInL by cuLegorIzIng LIe compIuInL uccordIng Lo LIe
reIevunL depurLmenL und sendIng IL Lo LIe reIevunL depurLmenL
Ior consIderuLIon. A job curd Is sImuILuneousIy prInLed uL LIe
concerned zone und Is senL Lo LIe uIIocuLed empIoyeeJconLrucLor
Ior compIuInL redressuI.
n uddILIon Lo LIe compIuInL reIerence number (LIrougI wIIcI
cusLomer cun Lruck LIe sLuLus oI LIe compIuInL), LIe
compIuInunL Is uIso InIormed ubouL LIe ServIce eveI GuurunLee
(SG) I.e. LIe muxImum LIme LIuL LIe servIce depurLmenL expecL
Lo Luke Lo redress u compIuInL.
Once LIe compIuInL Is redressed, LIe consumer musL IIII In LIe
job curd IndIcuLIng IIsJIer suLIsIucLIon wILI LIe ucLIons Luken Lo
resoIve LIe compIuInL. TIe job curd musL uIso be sIgned by LIe
concerned empIoyeeJconLrucLor beIore beIng IundIng IL buck Lo
LIe depurLmenLJempIoyee LIuL wus responsIbIe Ior resoIvIng LIe
compIuInL. TIe empIoyeeJdepurLmenL upduLes LIe duLubuse Ior
LIe duIIy revIew uL LIe Kendru.
TIere Is uIso provIsIon oI regIsLerIng repeuL or recurrIng
compIuInLs wILI LIe JUSCO SuIyog Kendru. SucI u compIuInL
regIsLruLIon Is IoIIowed by In depLI unuIysIs oI wIen LIe
compIuInL wus IusL regIsLered, wIuL wus LIe ucLIon Luken eurIIer
und wIy wus LIe compIuInL noL redressed on u permunenL busIs.
SuIyog Kendru monILors LIe eIIecLIveness oI LIe compIuInL
redressuI sysLem by rundomIy pIckIng up 1oo job curds duIIy
und mukIng cuIIs Lo LIe concerned cusLomers Lo cIeck II LIeIr
1
JUSCOs Complaint booklet lists complaints according to eight different service categories: Town
Electrical, Integrated Customer Service, Water Management, Planning Engineering and construction,
Public Health, Fleet Management, Billing and customer care, and Horticulture. Each of these service
categories are further categorized into respective areas of work, having their own job codes. For instance,
Town Electrical is further subcategorized into 4 categories House Maintenance, Street Light, Meter in
House, and Service and Transmission all of which have a particular job code.
24 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
compIuInLs Iuve been uddressed und uIso wIeLIer LIey ure
suLIsIIed wILI LIe ucLIon LIuL wus Luken Ior uddressIng LIeIr
compIuInLs.
n order Lo brIng LIeIr servIce IeveI cIoser Lo consumer
expecLuLIons, JUSCO conLInuousIy monILors cerLuIn IndIcuLors.
TIese IndIcuLors ure presenLed In TubIe 1. ConsLunL monILorIng
oI LIese IndIcuLors Ius Ied Lo eIIIcIency ImprovemenLs on purL oI
LIe servIces provIded by JUSCO. or InsLunce, uILer monILorIng
LIe response LIme Ior redressIng compIuInLs reIuLed Lo overIeud
Lunk overIIows, JUSCO wus ubIe Lo reduce ILs AcLuuI
Turnuround TIme Irom duys In LIe IIrsL LIree quurLers oI zoo
Lo 1 duy In LIe IusL quurLer oI zoo.
Table 2.1: JUSCOs Service Level Indicators
INDICATOR DEFINITION
SLG: Service level
guarantee
The maximum time that service departments expect to take to redress a
complaint. Also called expected compliance time
SLP: Service Level
Performance
The actual performance against SLG, called compliance within time. SLP=
Number of complaints within SLG/Total number of complaints with defined
SLG
SLE: Service Level
Expectation
The average time a customer can tolerate to get his complaint redressed
ATAT: Actual
Turnaround Time
Time taken by JUSCO service departments to resolve a particular customer
complaint
CG: Capability
Gap
Inability of JUSCO services to promise a service level that matches
customer expectation. Capability Gap = SLG-SLE
SG: Service Gap Gap between ATAT and SLG, also called compliance beyond time. Service
Gap = ATAT-SLG
QG: Quality Gap Sum total of capability gap and service gap. Quality Gap = ATAT-SLE
Source: Jusco Sahyog Kendra, January 2006.
Surat Municipal Corporation
SuruL MunIcIpuI CorporuLIon (SMC) wus esLubIIsIed under LIe
Bombuy ProvIncIuI MunIcIpuI CorporuLIons AcL oI 1qqq. As per
zoo1 census, LIe LoLuI ureu oI SMC (wILI exLended ureu) Is
z6.1 sq. kms und LoLuI popuIuLIon upproxImuLeIy z.8 mIIIIon
peopIe (SMC, zooq). TIe ureu under SMC Is dIvIded InLo seven
zones - NorLI, SouLI, EusL, WesL, CenLruI, SouLIWesL und
SouLIEusL Zones.
SuruL MunIcIpuI CorporuLIon InLroduced uuLomuLed compIuInL
IodgIng und monILorIng sysLem In OcLober zooo (NUA, zoo).
TIe sysLem Is supporLed In GujuruLI, HIndI und EngIIsI
Iunguuges. Under LIIs sysLem, cILIzens cun regIsLer LIe
compIuInL LIrougI pIone, emuII, posL, Iux, or LIey cun submIL u
25 Literature Review of Consumer Grievance Redressal Facilities
T E R I Report No. 2009IA01
wrILLen compIuInL. On IodgIng oI LIe compIuInL, LIe
compIuInunL Is Issued u unIque LruckIng number cuIIed TIckeL
Number Lo IeIp IIm Lruck sLuLus oI LIe compIuInL. CompIuInLs
ure LIen sLreumIIned InLo compIuInLs reIuLIng Lo EngIneerIng
Works, und compIuInLs reIuLIng Lo PubIIc HeuILI und SunILuLIon
depurLmenLs. AII LIe compIuInLs ure Ied InLo u cenLruI duLubuse
cuIIed AuLomuLed CompIuInL oudIng und MonILorIng (ACM)
SysLem wIIcI Is bused on nLerucLIve VoIce Response SysLem
(VRS) soILwure.
TIe regIsLered compIuInLs ure LIen cIussIIIed on LIe busIs oI
prIorILy us Emergency compIuInLs (LIuL ure Lo be uLLended
ImmedIuLeIy), HIgI PrIorILy compIuInLs (LIuL ure Lo be uLLended
wILIIn zq Iours), MedIum PrIorILy compIuInLs (ure meunL Lo be
uLLended Lo wILIIn q8 Iours), ow PrIorILy compIuInLs (Lo be
uddressed wILIIn ;z Iours) und GeneruI compIuInLs (need Lo be
uLLended Lo wILIIn ; duys) (SMC, zooq).
TIe compIuInunL Is uIso Issued u WIILe curd or u Red curd
dependIng upon LIe nuLure oI LIe compIuInL. WIILe curd Is
Issued Ior compIuInLs reIuLed Lo PubIIc HeuILI DepurLmenL LIuL
needs Lo be uddressed wILIIn zq or q8 Iours und Red curd Is
Issued Ior compIuInLs reIuLed Lo EngIneerIng Works DepurLmenL
und needs Lo be Iooked upon wILIIn 1, or ; duys (UNCRD,
zoo1). TIe servIces LIuL ure IncIuded In LIe WIILe und Red
Curds ure sIown beIow In TubIe z.
Once u compIuInL Is regIsLered, LIe ACM SysLem uuLomuLIcuIIy
dIrecLs IL Lo LIe concerned depurLmenL oIIIcIuI. Once LIe
compIuInL Ius been redressed, LIe oIIIcer cuIIs LIe IeIpIIne
number Lo upduLe LIe sLuLus oI LIe compIuInL. n cuse, LIe
compIuInunL Is noL suLIsIIed wILI LIe soIuLIon, Ie cun reopen LIe
compIuInL by usIng LIe sume LIckeL number.
Table 2.2: Categorization of Complaints by SMC
WHITE CARD (For Public Health related complaints)
To be cleared within 24 hours To be cleared within 48 hours
o Disposal of carcasses
o Leakage of 0.5 water lines
o Disposal of garbage
o Leakage of public standpost
o Mixing of drainage with water line
o Shortage of chlorinated water line
o Sweeping
o Cleaning public toilets
o Spraying of insecticides
o Overflow of cesspools
o Stale food control
o Rodent work
RED CARD (For Engineering Works related complaints)
To be cleared within 1 day To be cleared within 3 days
o Repair of street lights o Change of drainage covers
o Fallen light poles
To be cleared within 7 days
26 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
o Fallen trees
o Repairing roads
o Lifting of debris from building
material
o New water/drainage
connection
o Footpaths repair
o Encroachments
o Repair of hand
pumps/standposts
Source: Second Thematic Training Course (1-30 November 2001), United Nations Centre
for Regional Development (UNCRD), Nagoya, Japan.
MonILorIng oI LIe grIevunce redressuI sysLem uL SMC Is currIed
ouL uL IeveIs. eveI 1 consIsLs oI ZonuI OIIIcer or DepurLmenLuI
Heud, wIo monILors LIe sysLem duIIy. eveI z consIsLs oI LIe
ZonuI CIIeI or DIvIsIonuI Heud, und eveI consIsLs oI LIe
MunIcIpuI CommIssIoner. BoLI LIe ZonuI CIIeI und LIe
MunIcIpuI CommIssIoner revIew LIe sysLem once In u week. TIe
ACM generuLes und prInLs reporLs on u weekIy busIs. TIese
reporLs IeIp In unuIyzIng LIe perIormunce oI LIe grIevunce
redressuI sysLem, LIereby mukIng LIe sysLem more eIIecLIve.
Public Grievance Redressal System in Karnataka
n order Lo sLreumIIne LIe munIcIpuI sysLems, u new mecIunIsm
Ior pubIIc grIevunce redressuI wus InLroduced In zoo In ;
Lowns ucross LIe sLuLe oI KurnuLuku. TIIs PGR (pubIIc grIevunce
redressuI) wus web-enubIed, wIIcI LIe cILIzens couId uccess
unywIere unyLIme. TIe PGR moduIe works us u cILIzen-IrIendIy
compIuInL regIsLruLIon und LruckIng sysLem LIuL IuncLIon over
LIe nLerneL, pIones, und In puper Iorm. CILIzens cun regIsLer
LIeIr grIevunces und cun LIen Lruck progress oI ILs redressuI In u
sLrucLured munner. Upon regIsLruLIon, LIe compuLer sysLem
generuLes u 'compIuInL LruckIng number`, usIng wIIcI LIe sLuLus
und progress oI LIe compIuInL cun be cIecked by LIe cILIzen over
nLerneL. TIe compIuInLs ure LIen uuLo-rouLed Lo LIe
upproprIuLe oIIIcIuI bused on LIe compIuInL Lype und
cuLegorIzuLIon. TIe sysLem Is deveIoped In sucI u munner LIuL II
compIuInLs ure noL redressed wILIIn LIe uIIoLLed LIme LIey
uuLomuLIcuIIy geL escuIuLed Lo LIe IIgIer oIIIcer. TIe DIrecLoruLe
oI MunIcIpuI AdmInIsLruLIon oIIIce consLunLIy monILors LIe
sLuLus und generuLes weekIy reporL oI LIe PGR sysLem ucross LIe
; cILIes. TIe eIIIcIency oI LIe redressuI oI grIevunces Is uIso
meusured und uccordIngIy, cILIes ure runked. TIe PGR sysLem
Ius InLroduced Lrunspurency und uccounLubIIILy umongsL LIe
munIcIpuI sLuII. TIIs sysLem Is noL onIy useIuI Lo redress
IndIvIduuI cILIzen`s compIuInLs buL uIso Lo undersLund LIe
probIems LIuL occur In dIIIerenL purLs oI LIe cILy.
27 Literature Review of Consumer Grievance Redressal Facilities
T E R I Report No. 2009IA01
Andhra Pradesh State Housing Corporation Limited
TIe grIevunce redressuI mecIunIsm udopLed by AndIru PrudesI
SLuLe HousIng CorporuLIon ImILed Is mude eIIecLIve by u
sysLem wIereIn II u compIuInL Is noL uddressed by oIIIcIuIs, IL
uuLomuLIcuIIy geLs escuIuLed Lo LIe nexL IeveI oI oIIIcIuIs
(APSHC zooq). urLIer, In LIIs escuIuLIon process, even LIe
number oI duys grunLed Lo LIe oIIIcIuIs Ior redressuI goes on
decreusIng. or exumpIe, II LIe compIuInL Is noL redressed by
LIe IrsL IeveI IuncLIonury In duys, IL uuLomuLIcuIIy geLs
escuIuLed (LIrougI SMS & web uppIIcuLIon) Lo Second IeveI
IuncLIonury wIo Ius Lo redress LIe sume In duys. InuIIy, II LIe
compIuInL Is noL redressed by second IeveI IuncLIonury uIso, IL
geLs escuIuLed Lo TIIrd IeveI IuncLIonury LIuL needs Lo uddress
LIe compIuInL wILIIn z duys. TIe combIned Iorce oI escuIuLIon
und response LIme reducLIon ensures uccounLubIIILy und puLs
consLunL pressure on LIe oIIIcIuIs Lo uddress LIe compIuInL.
T E R I Report No. 2009IA01
CHAPTER 3 Consumer Grievance Redressal in Electricity
Sector
Provision under the Electricity Act, 2003
TIe EIecLrIcILy AcL, zoo, recognIzes LIe need Lo provIde quuIILy
servIces Lo consumer. TIe AcL provIdes Ior LIe esLubIIsImenL oI
u Lwo-LIer consumer grIevunce redressuI sysLem. SecLIon qz()
provIdes LIuL u dIsLrIbuLIon compuny sIuII consLILuLe u
Consumer GrIevunce RedressuI orum (CGR) In LIe respecLIve
IIcense ureu. TIereuILer II uny Issue remuIns unuddressed or LIe
compIuInunL Is noL suLIsIIed wILI LIe CGR, IL cun IIIe un uppeuI
Lo LIe ombudsmun under SecLIon qz (6) (DERC, zoo).
AnoLIer Iorum open Lo consumer under LIe EIecLrIcILy AcL zoo
Is LIe AppeIIuLe TrIbunuI Ior EIecLrIcILy (ATE). Consumers cun
uIso upproucI LIe ATE under SecLIon 111 II LIey ure uggrIeved by
uny order oI LIe CommIssIon.
n IIne wILI LIe provIsIons oI LIe AcL, mosL sLuLe eIecLrIcILy
reguIuLory commIssIons Iuve Issued reguIuLIons Ior
esLubIIsImenL oI CGR. urLIer, SLuLe EIecLrIcILy ReguIuLory
CommIssIons (SERCs) Iuve uIso uppoInLed ombudsmun, wIIcI
cun be upproucIed In cuse u consumer Is noL suLIsIIed wILI LIe
order oI LIe CGR. BesIdes LIe provIsIons mude under Iuw, uII
uLIIILIes uIso Iuve un In-Iouse compIuInL redressuI mecIunIsm.
ApurL Irom specIIIc provIsIons reIuLed Lo grIevunce redressuI,
LIe AcL uIso prescrIbes cerLuIn provIsIons reIuLed Lo SLundurds oI
PerIormunce, wIIcI ure uImed Lowurds proLecLIng consumer
InLeresL. SecLIon ; oI LIe AcL sLIpuIuLes LIuL uII IIcensees sIouId
specIIy sLundurds oI perIormunce und ubIde by LIem. n cuse LIe
IIcensees IuII Lo compIy wILI LIese sLundurds, LIey ure requIred
Lo puy compensuLIon Lo LIe user. urLIer under SecLIon q, LIe
AcL dIrecLs IIcensee Lo IurnIsI InIormuLIon Lo LIe reguIuLor on ILs
compIIunce wILI LIe prescrIbed sLundurds.
n LIe subsequenL secLIon, LIe consumer grIevunce redressuI
sysLem oI LIe eIecLrIcILy secLor In DeIII Is dIscussed.
Case study: Delhi
Consumer grIevunce redressuI In LIe eIecLrIcILy secLor Is u
sLrucLured process. AL LIe IIrsL IeveI Is LIe In-Iouse cusLomer
cure cenLreJceII consLILuLed by LIe uLIIILIes. TIe second IeveI Is
Consumer GrIevunce RedressuI orum (CGR), wIIcI Ius been
seL up In uccordunce wILI LIe provIsIons oI LIe EIecLrIcILy AcL
zoo.TIe CGRs comprIse oI members. AppIIcuLIons Ior LIe
30 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
posL oI members ure InvILed by LIe uLIIILIes LIrougI pubIIc
udverLIsemenL In IeudIng duIIIes. TIe uppoInLmenL oI LIe
members Is mude In consuILuLIon wILI DERC. Consumers wIo
ure noL suLIsIIed wILI LIe decIsIon oI LIe CGR cun upproucI LIe
EIecLrIcILy Ombudsmun by IIIIng un uppeuI uguInsL IL. n
uddILIon Lo LIe CGR, LIe consumers cun uIso dIrecLIy upproucI
LIe PubIIc GrIevunces CeII (PGC), Iormed by LIe GovL. oI NCT oI
DeIII or LIe Consumer DIspuLe RedressuI orum (CDR), wIIcI
Lukes up uII kInds oI compIuInLs (excepL LeIecom reIuLed). TIe
GoNCTD Ius uIso consLILuLed LIe EIecLrIcILy Consumers
Advocucy CommILLee (ECAC), wIIcI empowers consumers und
creuLes uwureness umong LIem ubouL LurIII, ARR, cross subsIdy
eLc.
I. In-hoose Iucility ut otility premises
II. Lnder Ilectricity Act oo
Two-tier Stroctore
Members cppointed b utilities
in consultction uith DERC but
operctes in the utilit's premises
To cddress rietcnces ccinst
the orders oj CGRI
III. At the stute level
Figure 3.1 Structure of Grievance redressal process in Delhis Electricity Sector
TER Leum IeId dIscussIons wILI LIe dIsLrIbuLIon IIcensee
NDP, on LIe compIuInL IundIIng und grIevunce redressuI
procedure puL In pIuce by LIe dIscom. TIe observuLIons mude by
TER ure gIven beIow:
Call Centre
Public Grievance Cell (PGC)
Constituted by Govt. of NCT of Delhi
Consumer
Grievance
Redressal Forum
Ombudsman
31 Consumer Grievance Redressal in Electricity Sector
T E R I Report No. 2009IA01
NorLI DeIII Power ImILed (NDP) wus Iounded on JuIy 1,
zooz us u 1:qq joInL venLure beLween TATA Power und GovL. oI
DeIII. NDP Is responsIbIe Ior dIsLrIbuLIon oI power In LIe
norLI und norLI-wesL DeIII. L serves u popuIuLIon oI ubouL q.
mIIIIon peopIe spreud ucross 1o sq kms wILI u regIsLered
cusLomer buse oI uround 1 mIIIIon.
or udmInIsLruLIve purposes, NDP`s IIcensed ureu Is spIIL InLo
cIrcIes comprIsIng oI z Lo dIsLrIcLs eucI, wIIcI In Lurn
comprIses oI -q zones. n LoLuI LIere ure 1z dIsLrIcLs und q6
zones In LIe NDP`s IIcensed ureu.
Complaint handling and grievance redressal procedure in NDPL
Avenues for complaint registration
NDP provIdes ILs consumers severuI IucIIILIes Lo regIsLer LIeIr
compIuInLs und seek cIurIIIcuLIons Lo LIeIr querIes. VurIous
LoucI poInLs provIded by NDP Lo ILs consumers ure:
Consumer Cure CenLer (CCC)
CuII cenLre
Web bused servIces (emuII, onIIne IIIIng oI
compIuInLs)
ZonuI compIuInL cenLre
OuL oI LIe uII LIe ubove-menLIoned IucIIILIes, mosL oI LIe
consumers use LIe IIrsL Lwo vIz. Consumer Cure CenLre und CuII
CenLre.
Consumer Ccre Center (CCC)
TIere ure 1 consumer cure cenLres In LIe NDP ureu IncIudIng
1z dIsLrIcL oIIIces und one uL LIe corporuLe oIIIce. AL LIese
cenLres, LIe consumer cun regIsLer compIuInLs und seek
cIurIIIcuLIons Lo IIsJIer querIes. TIe execuLIves provIde LIe
compIuInunLs un upproxImuLe LIme perIod wILIIn wIIcI LIe
Issue wouId be resoIved uIong wILI u unIque compIuInL
regIsLruLIon number Ior IuLure reIerence. Once LIe compIuInL Is
regIsLered, IL Is uuLomuLIcuIIy uIIocuLed Lo LIe concerned oIIIcIuIs
wIo Iuve Lo Luke ucLIon (uL vurIous sLuges oI LIe redressuI
process) wILIIn LIe sLIpuIuLed LIme.
Ccll Centre
TIere ure Lwo cuII cenLers Lo IundIe commercIuI und operuLIonuI
compIuInLs wILI dIIIerenL IeIpIIne numbers. BoLI oI LIese
cenLres Iuve been ouLsourced; Iowever, LIe commercIuI cuII
cenLre Is Ioused In NDP`s premIses uL ILs cenLruIIzed buck
oIIIce. TIe operuLIonuI cuII cenLre (generuIIy known us No
32 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
SuppIy CuII CenLre) IundIes compIuInLs IurgeIy reIuLed Lo no
suppIy und oLIer sucI Issues wIIIe commercIuI cuII cenLre
regIsLers compIuInLs reIuLed Lo connecLIon, bIIIIng, meLerIng und
reIuLed concerns.
TIe ugenLs uL LIe commercIuI cuII cenLre ure gIven specIuIIzed
LruInIng Lo IundIe vurIous Lypes oI compIuInLs reIuLed Lo
connecLIon, meLerIng, bIIIIng, recovery eLc. WIenever LIe
cusLomer cuIIs uL LIe cenLruIIzed IeIpIIne number, IeJsIe Is
uuLomuLIcuIIy connecLed Lo LIe reIevunL ugenL dependIng on LIe
nuLure oI IIs compIuInL.
BesIdes LIe cenLruIIzed cuII cenLres us expIuIned ubove, LIere ure
servIce IeIpIIne numbers uL eucI zone. I LIe consumer Is noL
ubIe Lo cuII uL LIe cenLruIIzed cuII cenLre, Ie cun regIsLer IIs
compIuInL uL LIe zonuI servIce cenLres. TIe InLerneL users cun
regIsLer LIeIr compIuInLs onIIne LIrougI onIIne compIuInL
regIsLruLIon sysLem or LIrougI un emuII Lo LIe NDP`s cusLomer
cure.
TIe consumers cun regIsLer LIeIr compIuInLs reIuLed Lo TIeIL,
HurussmenL, ELIIcs, NDP`s projecL reIuLed querIes & SuIeLy
ssues on u specIuI VRS number. TIe consumer Is noL
necessurIIy requIred Lo provIde IIs personuI deLuIIs und Ie cun
ruIse IIs voIce uguInsL LIeIL und securILy Issues ucross LIe
NDP`s operuLIonuI ureu.
AL presenL LIese cuII cenLre numbers ure noL LoII Iree; Iowever
NDP Is pIunnIng Lo InLroduce Lo LoII Iree cuII cenLre numbers In
LIe IuLure
Complaint redressal process after registration
TIe CCC und CommercIuI CuII CenLre ure supporLed by soILwure
cuIIed 'SumbundI`. AII LIe compIuInLs regIsLered LIrougI
vurIous sources ure Ied InLo LIe soILwure by LIe execuLIves. Once
LIe compIuInL Is regIsLered, LIe sysLem generuLes u unIque
compIuInL number und LIe execuLIves cun IocuLe LIe sLuLus oI
LIe compIuInL uL uny sLuge oI LIe redressuI process und IL cun be
uccordIngIy communIcuLed Lo LIe cusLomer. n oLIer words, LIII
LIe compIuInL Is cIosed und Issue Is resoIved, concerned
oIIIcIuIs, uL eucI sLuge oI LIe process, Iuve Lo upduLe LIe
soILwure on LIe sLuLus oI u purLIcuIur compIuInL.
AL uny sLuge oI LIe redressuI process, II LIe ucLIon Is noL Luken
wILIIn LIe sLIpuIuLed LIme Irume or LIe sLuLus Is noL upduLed,
LIe compIuInL geLs uuLomuLIcuIIy escuIuLed Lo LIe senIor oIIIcIuI
Ior un upproprIuLe ucLIon.
or LIe operuLIonuI Issues, LIe consumers cuII uL LIe No SuppIy
cuII cenLre. Once LIe cuII Is receIved by LIe execuLIves, u SMS Is
33 Consumer Grievance Redressal in Electricity Sector
T E R I Report No. 2009IA01
senL Lo LIe concerned IInemun or LIe crew on IIeId Lo uLLend LIe
compIuInL. Once LIe Issue Is resoIved, LIe IIne mun und LIe crew
sends buck un SMS Lo LIe cuII cenLre. TIe cuII cenLre InIorms LIe
consumer und IIs Ieedbuck Is Luken beIore LIe compIuInL Is
cIosed.
Perjormcnce enchmcrls
NDP seL ILs own perIormunce bencImurks In zoo6 prIor Lo LIe
IormuI noLIIIcuLIon oI PerIormunce sLundurds by DERC In AprII
zoo;. NDP cIuIms LIuL ILs LurgeLs ure sLrIcLer us compured Lo
LIe bencImurks specIIIed by DERC.
Perjormcnce linled incentites to emploees
n order Lo boosL up LIe perIormunce oI empIoyees Lowurds LIe
ImprovemenL In LIe consumer servIces, suIurIes und bonuses
Iuve been IInked Lo LIe overuII perIormunce durIng unnuuI
uppruIsuI oI uII LIe empIoyees. TIere ure severuI rewurds und
recognILIon LIuL ure gIven Lo empIoyees uL every IeveI Ior LIeIr
ouLsLundIng perIormunce. or e.g. NDP Ius un InLernuI
process known us 'SIIne projecL` Ior rewurdIng empIoyees wIo
come up wILI new projecL Ideus LIuL cun sIgnIIIcunLIy Improve
LIe operuLIonuI perIormunce oI LIe uLIIILy und IeIp serve ILs
consumers beLLer. TIese Ideus ure crILIcuIIy evuIuuLed by LIe Lop
munugemenL und promIsIng Ideus ure ImpIemenLed. n uddILIon
Lo LIIs LIere Is uIso u provIsIon oI penuILy LIuL cun be Imposed
on LIe empIoyees In cuse oI non-compIIunce oI key perIormunce
LurgeLs.
Consumer Feedback Mechanism
NDP Ius vurIous cusLomer Ieedbuck mecIunIsms uImIng uL
ImprovIng ILs servIces bused on LIe commenLs und suggesLIons
provIded by LIe consumers.
Huppy CuIIIng: DurIng LIe oII-peuk Iours uL LIe cuII
cenLres, LIe ugenLs muke some rundom cuIIs Lo LIe
consumer uILer LIeIr compIuInLs Iuve been resoIved und
Ieedbuck. TIIs Ieedbuck Is used Lo ussess LIe exIsLIng
perIormunce oI LIe sysLem und Lo IdenLIIy LIe scope oI
ImprovemenL In consumer servIces.
VoIce oI Consumer: TIIs Is u sysLem Lo esLubIIsI u
process Ior cupLurIng experIence oI consumers uL vurIous
LoucI poInLs und deveIop un InIormuLIon IIow Ior
ensurIng LIuL LIe InIormuLIon Is coIIuLed und unuIyzed
cenLruIIy und LIe upproprIuLe ucLIons ure Luken Lo
Improve LIe servIces und Increuse LIe cusLomer
suLIsIucLIon. Under LIIs sysLem LIe Ieedbuck Is Luken In
LIrougI LIree sources:
34 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
Apku AnubIuv Iorms: TIese ure LIe suggesLIon Iorms
uvuIIubIe uL LIe cusLomer cure cenLres. TIe cusLomers
cun provIde LIeIr Ieedbuck by ruLIng vurIous cusLomer
servIces sucI us cuII cenLre, cusLomer cure cenLre, bIIIIng
servIces, compIuInL redressuI eLc.
Awuz: ResponsesJIeedbuck receIved by uny empIoyee
Irom consumers (even durIng non-workIng Iours)
PerIodIc quesLIonnuIre survey by LIe LIIrd purLy
AII LIe commenLs und suggesLIons receIved Irom LIe ubove
sources ure IIrsL sLreumIIned und coIIuLed Ior un exLensIve
unuIysIs. TIe IIndIngs und resuILs oI sucI unuIysIs ure presenLed
Lo LIe Lop-IeveI munugemenL und un upproprIuLe ucLIon pIun Ior
LIe ImpIemenLuLIon Is prepured. SeveruI InILIuLIves Iuve been
underLuken on LIe busIs oI Ieedbuck receIved Irom consumers.
Consumer Participation
n order Lo InvoIve consumers In ImprovIng ILs servIces, NDP
Ius creuLed vurIous Iorums Lo InLerucL wILI consumers. n order
Lo buIId up reIuLIonsIIp wILI ILs cusLomers, NDP Ius
underLuken u segmenL wIse reIuLIonsIIp upproucI wIereIn IL
Ius cIussIIIed ILs cusLomers InLo cuLegorIes on LIe busIs oI LIeIr
upproved Ioud us IoIIows:
AccounL munugers Ior Express und KCG group
consumers (1oo-oo KW und more LIun oo KW
respecLIveIy)
CIIenL munugers Ior HIgI Revenue Buse consumers
Consumer ReIuLIonsIIp OIIIcers (CROs) Ior HIgI
Consumer Buse (HCB) consumers.
NDP uIso conducLs meeLIngs wILI LIe ResIdenL WeIIure
AssocIuLIons (RWAs) on monLIIy busIs uL uII LIe dIsLrIcLs Lo
undersLund cusLomers` perspecLIve ubouL LIe servIces oI NDP.
MeeLIngs ure IeId on IIrsL SuLurduy oI every monLI wILI RWAs
und on IusL SuLurduy oI eucI monLI wILI IndusLrIuI weIIure
ussocIuLIons.
TER Leum uIso InLerucLed wILI LIe oIIIcIuIs oI DERC Lo
undersLund LIe eIIIcucy oI LIe compIuInL IundIIng und grIevunce
redressuI procedure In LIe eIecLrIcILy secLor. TIe IoIIowIng key
poInLs emerged Irom LIe dIscussIons:
TIe muILIpIIcILy oI grIevunce redressuI Iorum enubIes
consumers Lo enguge In 'Iorum sIoppIng`, wIIcI creuLes
probIems In Lerms oI coordInuLIon.
Any compIuInL pIuced wILI LIe Ombudsmun Ius Lo be
cIeured wILIIn 6o duys Irom LIe duLe oI IIIIng oI LIe
35 Consumer Grievance Redressal in Electricity Sector
T E R I Report No. 2009IA01
peLILIon. BI-unnuuI monILorIng Is beIng currIed ouL Lo see
II LIIs process Is beIng IoIIowed LIrougI.
L wus sLressed LIuL CGRs were noL vIewed us enLIreIy
IndependenL by LIe pubIIc uL Iurge us LIese Iorums ure
Ioused wILIIn LIe premIses oI LIe uLIIILIes und uIso LIe
suIurIes oI LIe sLuII ure meL by uLIIILIes.
L wus menLIoned LIuL LIe reguIuLor does noL Iuve u
dIrecL roIe In grIevunce redressuI us per LIe provIsIons oI
LIe EIecLrIcILy AcL zoo. However In order Lo proLecL
und suIeguurd LIe InLeresLs oI LIe consumers, LIe
reguIuLory commIssIon cun Luke meusures Irom LIme Lo
LIme. or InsLunce, recenLIy u Lemporury ceII Ius been seL
up by DERC wIIcI Iooks InLo compIuInLs oI crILIcuI
nuLure sucI us InIIuLed eIecLrIcILy bIIIs eLc.
L wus uIso poInLed ouL LIuL Sec 1qz oI LIe EIecLrIcILy AcL
uuLIorIzes LIe CommIssIon Lo Impose penuILy on uny
person (IncIudIng uLIIILy) In cuse oI uny serIous vIoIuLIon
oI LIe provIsIons oI LIe AcL.
or ImprovIng consumer servIces DERC Ius brougIL ouL
SoP reguIuLIons wIIcI Iuys down LIe sLundurds oI
perIormunce Lo be udIered Lo by LIe IIcensees. TIe
IIcenseesJuLIIILIes perIodIcuIIy submIL duLu on
compIIunce wILI SoP Lo DERC. However DERC oIIIcIuIs
were oI LIe vIew LIuL LIe credIbIIILy oI duLu wus
quesLIonubIe, us LIese sLundurds were noL beIng
monILored IndependenLIy by u LIIrd purLy.
SoP reguIuLIons uIso Iuy down LIe compensuLIon puyubIe
Lo consumers In cuse LIe sLundurds ure noL udIered Lo.
DERC oIIIcIuIs sLuLed LIuL In u Iew cuses compensuLIon
Ius been puId Lo consumers. DERC Is now LryIng Lo
deveIop u sysLem oI IInkIng LIe eIecLrIcILy bIIIs wILI LIe
non-compIIunce oI LIe SOP sucI LIuL uny compensuLIon
Lo be puId Lo consumers cun be dIrecLIy deducLed Irom
LIe bIII.
TIe ImpucL oI LIese consumer cenLrIc InILIuLIves Luken by NDP Is
uIso evIdenL Irom LIe consumer Ieedbuck receIved durIng LIe recenL
survey conducLed by DERC In zooq. TIe consumer suLIsIucLIon
survey, wIIcI LurgeLed domesLIc consumers In DeIII, Ius runked
NDP us LIe besL dIscom, In Lerms oI consumer suLIsIucLIon Index,
IoIIowed by oLIer Lwo prIvuLe uLIIILIes In DeIII (DERC zooq).
T E R I Report No. 2009IA01
CHAPTER 4 Review of Existing Redressal System in Cities
To sLudy LIe CGR sysLems und evuIuuLe LIeIr IuncLIonIng, TER
Leum vIsILed LIe munIcIpuI corporuLIons oI AImedubud , RuIpur,
urIdubud, BenguIuru und Mysore durIng LIe course oI LIe
projecL. AImedubud und RuIpur Iuve been seIecLed by MoUD
us cuse sLudIes. OLIer cILIes Iuve been vIsILed Lo guIn InsIgILs
on LIe workIng oI LIe CGRS wILI dIverse cIurucLerIsLIcs und
uIso Lo druw Iessons Irom LIe besL prucLIces.
TIIs cIupLer crILIcuIIy ussesses LIe grIevunce redressuI sysLems
uL AMC und RMC und IIgIIIgILs some oI LIe good InILIuLIves us
weII us LIe exIsLIng Issues LIuL udverseIy uIIecL LIeIr IuncLIonIng.
Bused on LIe ucLuuI observuLIons, TER proposes
recommenduLIons Lo IurLIer Improve LIe CGR sysLems In LIese
cILIes. n uddILIon Lo AImedubud und RuIpur, LIe cIupLer uIso
descrIbes TER`s observuLIons durIng ILs vIsIL Lo oLIer cILIes.
Ahmedabad Municipal Corporation (AMC)
TIe AImedubud MunIcIpuI CorporuLIon (AMC) Is responsIbIe
Ior LIe governunce oI neurIy . mIIIIon peopIe oI LIe cILy oI
AImedubud In LIe sLuLe oI GujuruL. or udmInIsLruLIve
purposes, AMC Ius dIvIded LIe enLIre cILy InLo ; wurds spreud
ucross 6 zones. UnIIke oLIer cILIes, AMC provIdes Iurger runge
oI servIces. n LoLuI, IL suppIIes uround 1; servIces In LIe cILy
rungIng Irom wuLer und sewuge Lo medIcuI servIces und pubIIc
LrunsporL.
EucI oI LIe 6 zones oI AMC Is beIng Ieuded by u DepuLy
MunIcIpuI CommIssIoner (DYMC). AII LIe servIces oI AMC In u
zone ure cIussIIIed InLo depurLmenLs us EngIneerIng, HeuILI,
EsLuLe und Lown deveIopmenL, Tux, EIecLrIcILy, Purks und
Gurdens. TIese depurLmenL Ieuds oI LIe zone ure responsIbIe
Ior LIe respecLIve servIces In LIe enLIre zone und ure ussIsLed by
depurLmenL Ieuds In eucI oI LIe wurds wILIIn u zone. However,
Ior eIecLrIcuI servIces und purks und gurden, LIere ure no wurd
oIIIcers und LIese ure beIng IundIed by LIe respecLIve zonuI
Ieuds oI LIese depurLmenLs.
TIus, LIe orgunIsuLIonuI sLrucLure oI u zone Is us IoIIows:
38 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
AMC provIdes vurIous uvenues Ior compIuInL regIsLruLIon und
redressuI Lo LIeIr cILIzens LIuL Iuve been descrIbed beIow:
Online Complaint Registration System
A consumer cun regIsLer IIsJIer compIuInL onIIne on LIe AMC
websILe. TIere ure vurIous moduIes Ior 1 cuLegorIes oI
compIuInLs sucI us druInuge, wuLer eLc. TIe consumers cun
cIoose Irom LIe 1 cuLegorIes und specIIy LIe respecLIve zone
und wurd In LIe onIIne compIuInL regIsLruLIon Iorm. HeJ sIe Is
uIso requIred Lo provIde nume, uddress und brIeI descrIpLIon oI
LIe compIuInL In LIe Iorm.
Figure 4.1 The Online complaint registration form of AMC
AILer submILLIng LIe compIuInL (eILIer by LIe consumer or LIe
oIIIcIuI), LIe sysLem generuLes u receIpL menLIonIng LIe
compIuInL regIsLruLIon number, duLe oI regIsLruLIon, consumer`s
nume und uddress, LIe subjecL oI LIe compIuInL und LIe
desIgnuLIon oI LIe concerned oIIIcer wIo Is supposed Lo uddress
LIe Issue In LIe respecLIve wurd sucI us ussIsLunL cILy engIneer,
pubIIc IeuLI oIIIcer eLc.
A sumpIe oI sucI ucknowIedgemenL sIIp gIven Lo LIe consumer
Is depIcLed beIow:
Additional
City Engineer
Deputy Health
Supervisor
Deputy Estate
and Town
development
officer
Deputy Tax
Collector
Electricity
Parks and
Garden
Department
head at zone
level
Department
heads in each
ward
Head of a zone
Deputy Municipal Commissioner
Assistant City
Engineers
Public Health
Supervisor (PHS)
Inspectors Inspectors
39 City visits
T E R I Report No. 2009IA01
Illostrution oI un ucknowledgement oI compluint
registered by u consomer
DurIng TER`s vIsIL Lo AMC, IL wus LoId LIuL LIe onIIne
compIuInL regIsLruLIon Is noL wIdeIy used by LIe cILIzens Lo Iodge
LIeIr compIuInLs.
Jonsuoidho
n zoo8, AMC IuuncIed un uuLomuLIc compIuInL redressuI
sysLem cuIIed JunsuvIdIu TIIs servIce wus InLroduced us u
pIIoL projecL In New WesL Zone wIIcI wus IuLer seL up In AMC`s
SouLI zone us weII. TIIs sysLem Is supporLed by soILwure cuIIed
'SmurL Serve` wIIcI wus deveIoped by VBSOT ndIu (TD).
CurrenLIy, LIe server oI LIe sysLem Is operuLed und muInLuIned
by LIe vendor.
Compluint registrution:
Under LIIs sysLem, consumer cun cuII up u cenLruIIzed IeIpIIne
number oI LIe zone Lo regIsLer IIsJIer compIuInL. DurIng
TER`s vIsIL Lo New WesL zone, IL wus observed LIuL LIe IeIpIIne
number Is currenLIy munned by LIree peopIe workIng In z sIIILs
(8:oo AM Lo :oo PM und :oo PM Lo 1o:oo PM) (IncIudIng
weekends). EucI oI LIem Ius LIeIr unIque ogIn d und
pussword Lo uccess LIe sysLem. Once LIe person receIves u cuII
Irom u cILIzen, Ie cun enLer LIe deLuIIs In u compIuInL
regIsLruLIon Iorm uvuIIubIe In LIe sysLem.
40 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
TIe deLuIIs IncIude LIe cuII Lype und sub cuII Lype, ureu, wurd,
nume oI LIe compIuInunL, pIone number, mobIIe no eLc. Once
LIese deLuIIs ure suved, LIe sysLem generuLes u unIque number
Lo be communIcuLed Lo LIe cILIzen Ior LIeIr reIerence Ior uny
IuLure IoIIow-up oI LIe sLuLus oI IIsJIer compIuInL. As soon us
LIe compIuInL Is regIsLered, LIe sysLem sends u SMS Lo LIe
cILIzen us un ucknowIedgemenL oI LIe receIpL oI IIsJIer
compIuInL. TIe SMS provIdes LIe compIuInL regIsLruLIon
numberJcuII number Ior uny IuLure reIerence. n cuse, LIe
compIuInunL does noL provIde IIsJIer mobIIe number, LIe
regIsLruLIon number Is verbuIIy communIcuLed Lo IIm. TIe sume
soILwure Is used II u cILIzen vIsILs LIe zonuI oIIIce Lo Iodge
IIsJIer compIuInL und LIe cuII number Is provIded In wrILLen.
Compluint redressul
Once LIe compIuInL Is regIsLered, u SMS Is senL Lo LIe concerned
depurLmenL wurd oIIIcer, sucI us ussIsLunL cILy engIneer, pubIIc
IeuILI oIIIcer eLc. wIo Is responsIbIe Ior LIe resoIuLIon oI LIe
compIuInL. TIese wurd oIIIcers Iuve un opLIon oI vIewIng LIe
compIuInLs und upduLe LIeIr sLuLus. TIere Is un opLIon oI IeId
CuII ReporL (CR) In LIe sysLem wIereIn LIe concerned wurd
oIIIcer cun vIew uII LIe compIuInLs und upduLe LIe sLuLus oI LIe
compIuInLs uIIocuLed Lo IIm. or uny open cuII (compIuInL), LIe
sLuLus opLIon cun be eILIer 'resoIved` or 'cuII LrunsIer`. TIe
oIIIcer cun cIose LIe compIuInL und sysLem generuLes LIe cuII
cIosure duLe und LIme. I Ie cIoses LIe compIuInL, sysLem sends
SMS Lo LIe consumer Ior upduLIng IIm ubouL LIe cIosure oI LIe
compIuInL. OLIerwIse, In cuse LIe compIuInL Ius been wrongIy
uIIocuLed Lo u depurLmenLJwurd, LIe oIIIcIuI Ius un opLIon Lo
LrunsIer LIIs cuII Lo LIe rIgIL depurLmenL. TIe oIIIcer cun uIso
wrILe IIs remurks on LIe compIuInL (II uny) wIIcI Is uIso
uuLomuLIcuIIy upduLed In LIe sysLem.
41 City visits
T E R I Report No. 2009IA01
Reporting und monitoring
TIe sysLem Ius un In-buIIL monILorIng und reporLIng
mecIunIsm. On u duIIy busIs, u SMS Is senL Lo LIe zonuI
depurLmenL Ieuds und depuLy munIcIpuI commIssIoner
descrIbIng depurLmenL wIse number oI open compIuInLs uL LIe
begInnIng oI LIe duy, cuII receIved durIng LIe duy, cuIIs resoIved
und number oI pendIng compIuInLs uL LIe end oI LIe duy.
urLIer, uny oIIIcer (IncIudIng depuLy munIcIpuI commIssIoner)
cun vIew LIe deLuIIs oI LIe regIsLered compIuInLs In LIe
'Adtcnced Secrch` opLIon uvuIIubIe In LIe sysLem. HeJsIe cun
seurcI compIuInLs by purLIcuIur duruLIon oI LIme, compIuInL
regIsLruLIon number, wurd, depurLmenL eLc. AII LIe deLuIIs oI u
regIsLered compIuInL ure recorded In LIe sysLem IncIudIng
compIuInL regIsLruLIon number, nume und uddress, cuII sLuLus,
uIIocuLIon duLe, cIosure duLe und LIme, ServIce eveI AgreemenLs
(SA), remurks eLc. HuvIng uII LIe deLuIIs In LIe sysLem, LIe
person munnIng LIe IeIpIIne number cun upduLe LIe
compIuInunL ubouL LIe sLuLus oI IIs compIuInL usIng IIs unIque
compIuInL regIsLruLIon number.
TIe deLuIIs sucI us cuII sLuLus, cIosure duLe und LIme ure
uuLomuLIcuIIy upduLed In LIe sysLem us soon us LIe concerned
oIIIcer IIIIs IIs IeId CuII ReporL (CR). TIe SAs ure LIe
sLIpuIuLed LImeIInes Ior compIuInL resoIuLIon LIuL ure mupped
wILI LIe compIuInL cuLegory und sub-cuLegory. As soon us LIe
compIuInL Is regIsLered, LIe sysLem uuLomuLIcuIIy provIdes u
SA Ior LIe purLIcuIur compIuInL bused on LIe compIuInL sub-
cuLegory. Any oIIIcIuI cun seurcI uII compIuInLs by LIeIr sLuLus In
compurIson Lo SA sucI us open cuIIs greuLer LIun SA, cIosed
cuIIs greuLer LIun SA eLc. TIese SAs Iuve been deIIned on LIe
busIs oI LIe AMC`s cILIzen cIurLer und LIe experIence oI LIe
oIIIcIuIs uL AMC. n cuse, u repeuLed compIuInL Is receIved LIuL
does noL IuII In uny oI LIe sub-cuLegorIes oI LIe currenL IIsL oI
SAs, LIen LIe IIsL cun be upduLed by LIe oIIIcIuIs us weII us LIe
person IundIIng IeIpIIne number uL LIe zonuI oIIIce Lo IncIude u
new sub-cuLegory und ILs correspondIng SA.
Moreover, LIe sysLem generuLes dusIbourds, cIurLs und grupIs
Ior monILorIng und perIormunce unuIysIs by LIe depurLmenL
Ieuds und depuLy munIcIpuI commIssIoner oI LIe zone. SucI
reporLs provIdes unuIysIs Ior depurLmenL wIse open cuIIs, cuIIs
exceedIng SA, dIsLrIbuLIon oI compIuInLs In u depurLmenL InLo
vurIous sub-cuLegorIes, duIIy execuLIve summury oI cuIIs Iogged,
cIosed, duy`s open cuIIs und LIeIr dIsLrIbuLIon ucross vurIous
depurLmenLs und wurds. TIese reporLs ure supposed Lo be
dIscussed wILI LIe depuLy munIcIpuI commIssIoner on u weekIy
42 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
busIs. L Is IeurnL LIuL LIIs prucLIce Is noL beIng reguIurIy
IoIIowed.
CenLruIIzed LoII-Iree number Ior monsoon compIuInLs
A sImIIur sysLem Lo 1cnsutidhc wus IuuncIed In zooq Ior
monsoon compIuInLs. A cenLruIIzed cuII cenLre wus deveIoped uL
AMC`s oIIIce IocuLed uL uw Gurden wIere u LoII-Iree number Is
beIng used Lo Luke consumer monsoon compIuInLs sucI us wuLer
IoggIng, druInuge eLc. TIIs servIce wus sLurLed us u pIIoL Ior
monLIs durIng zooq.
MunuuI mecIunIsm (Helpline numbers in ucrd ojjices)
TIe Iour zones wIere 1cnsutidhc Ius noL been ImpIemenLed, u
munuuI-cum-onIIne mecIunIsm Is beIng used Ior IundIIng
consumer compIuInLs und LIeIr resoIuLIon. A IeIpIIne number
Ius been provIded Lo eucI wurd Lo regIsLer consumer
compIuInLs wIIcI Is beIng munned by u compIuInL supervIsor.
TIe cILIzen cun eILIer cuII on LIe IeIpIIne number or cun vIsIL
LIe respecLIve wurd oIIIce Lo Iodge IIs compIuInL.
TIe supervIsor IundIes u compIuInL book wIereIn eucI
compIuInL Is regIsLered usIng LIree dIIIerenL coIoured sIIps
(wIILe, yeIIow und pInk). A unIIorm prInLed IormuL Is beIng
IoIIowed ucross uII LIe wurd oIIIces oI AMC. TIe wIILe sIIp Is LIe
orIgInuI one wIere uII LIe deLuIIs oI u compIuInL ure IIIIed In und
recorded. TIe deLuIIs IncIude wurd, regIsLruLIon number
(prInLed on sIIp), nume und uddress oI LIe cILIzen, compIuInL
summury, compIuInL LIme und LIe supervIsor seIecLs one oI LIe
Lwo opLIons; numeIy, engIneerIng or IeuILI depurLmenL
(compIuInL oI onIy Lwo depurLmenLs ure Luken uL wurd IeveI).
OLIer Lwo sIIps ure LIe curbon copIes oI LIe wIILe sIIp. WIIIe LIe
wIILe sIIp Is recorded, yeIIow sIIp Is Iunded over Lo LIe
concerned depurLmenL und LIe pInk sIIp Is gIven Lo LIe
consumer Ior IIs reIerence. n cuse compIuInL Is mude over
pIone, LIe pInk sIIp Is gIven Lo LIe IIeId oIIIcer wIo wIII LIen
Iund IL over Lo LIe consumer. Once LIe probIem Is resoIved, LIe
IIeId oIIIcer Ius Lo geL LIe yeIIow sIIp sIgned by LIe consumer
conIIrmIng LIe cIosure oI LIe compIuInL.
AII LIe deLuIIs LIuL Iuve been recorded In LIe sIIps ure uIso
recorded In unoLIer regIsLer Ior monILorIng purposes. TIe sIIps
ure Issued In IocuI Iunguuge. n uddILIon Lo LIe InIormuLIon In
LIe sIIp, LIe regIsLer uIso records LIe resoIuLIon duLe, wIeLIer IL
wus soIved wILIIn LIme IImIL or beyond LIme IImIL uILer LIe
compIuInL Is cIosed.
AILer LIe compIuInL Is regIsLered, IL Is LrunsIerred Lo LIe
concerned depurLmenL on un IourIy busIs und once LIe
supervIsor geLs LIe conIIrmuLIon Ior LIe cIosure oI LIe compIuInL
43 City visits
T E R I Report No. 2009IA01
(In LIe Iorm oI yeIIow sIIp sIgned by LIe cILIzen), Ie cun cIose LIe
compIuInL menLIonIng LIe cIosure duLe In LIe regIsLer. TIe
supervIsor Ius Lo menLIon wIeLIer IL wus resoIved wILIIn LIme
IImIL or beyond LIme IImIL In unoLIer coIumn In LIe regIsLer
(LIese LIme IImILs ure bused on LIe cILIzen cIurLer).
AnoLIer regIsLer Is muInLuIned Ior reporLIng cuLegory-wIse
number oI compIuInLs receIved In u duy. TIere ure IIve
compIuInL cuLegorIes numeIy, wuLer, roud, druInuge, buIIdIngs
und IeuILI. TIe wurd oIIIcer verbuIIy communIcuLes LIIs reporL
Lo LIe zonuI depurLmenL on u duIIy busIs.
DurIng TER`s vIsIL Lo one oI LIe wurds, IL wus observed LIuL LIe
munuuI mecIunIsm Is beIng used In combInuLIon wILI LIe
onIIne compIuInL regIsLruLIon sysLem (us descrIbed eurIIer). AL
LIe end oI LIe duy, LIe supervIsor Ieeds In LIe deLuIIs In LIe
onIIne compIuInL regIsLruLIon Iorm. TIe wurd oIIIcer oI
concerned depurLmenL cun vIew uII LIe compIuInLs uIIocuLed Lo
IIm usIng IIs IogIn d und pussword. or eucI sucI compIuInL,
Ie cun repIy In LIe Iorm oI upduLIng ILs sLuLus us pendIng,
resoIved or rejecLed us weII us provIdIng uny remurks (II uny).
TIIs sysLem Is used Ior beLLer monILorIng by LIe zonuI
depurLmenL Ieuds und DYMC. TIe DYMC, usIng IIs IogIn d
und pussword, vIew compIuInLs receIved, resoIved und pendIng
In uII LIe depurLmenLs durIng u purLIcuIur perIod oI LIme us weII
us wurd-wIse dIsLrIbuLIon oI LIe compIuInLs oI eucI depurLmenL.
He cun uIso vIew uII LIe deLuIIs oI uny purLIcuIur compIuInL uL
LIe wurd IeveI Ior monILorIng purposes.
City civic centres
AMC Ius uIso esLubIIsIed z6 cILy cIvIc cenLres uround LIe cILy oI
AImedubud. TIese cIvIc cenLres ure IurgeIy Lo IucIIILuLe cILIzens
In properLy Lux regIsLruLIon, bIrLI und deuLI cerLIIIcuLes, veIIcIe
Lux submIssIon eLc. BesIdes LIe revenue coIIecLIon Ior AMC
servIces, LIese cIvIc cenLres uIso provIde unoLIer pIuLIorm Lo LIe
cILIzens Ior regIsLerIng LIeIr compIuInLs. TIe cILIzen Irom uny
wurdJzone cun geL IIs compIuInL regIsLered uL uII oI LIe z6 cIvIc
cenLres; Iowever, us oI now, LIese cenLres ure noL exLensIveIy
used by LIe cILIzens Ior LIe purpose oI compIuInL regIsLruLIon.
TERIs observations
TIe onIIne compIuInL regIsLruLIon sysLem Is noL wIdeIy used
by LIe cILIzens. As per LIe oIIIcIuIs, LIe cILIzens preIer Lo
Iodge LIeIr compIuInLs over LIe pIone or personuIIy vIsILIng
LIe respecLIve wurd oIIIce us LIIs wuy u cILIzen IeeIs more
connecLed wILI AMC In cuse oI uny compIuInL ruLIer LIun
regIsLerIng IL onIIne. Moreover, uccordIng Lo LIem, mosL
cILIzens In AImedubud ure noL weII versed wILI LIe InLerneL
44 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
und LIereIore seIdom use LIe onIIne compIuInL regIsLruLIon
sysLem.
n LIe Lwo zones wIere jcnsutidhc wus IuuncIed, cILIzens
sLIII personuIIy vIsIL wurd oIIIces Lo Iodge LIeIr compIuInLs
und demund u wrILLen ucknowIedgemenL currenLIy In
prucLIce In oLIer zones. AMC sLuLed LIuL LIougI LIey Iuve
been LryIng Lo persuude cILIzens Lo use LIe cenLruIIzed
IeIpIIne number; IL Is dIIIIcuIL Lo cIunge peopIe`s mIndseL.
AMC Is pIunnIng Lo exLend LIe uuLomuLed SMS sysLem In
oLIer zones. However, senIor oIIIcIuIs were oI LIe vIew LIuL
munuuI mecIunIsm wIII conLInue Lo be In operuLIon us
cILIzens consIder IL Lo be more user IrIendIy us compured Lo
LIe uuLomuLed sysLem.
PresenLIy, LIere Is no mecIunIsm Lo seek cusLomer Ieedbuck
on LIe compIuInL redressuI sysLem oI AMC uILer LIe
compIuInL Is cIosed. TIere Is no sysLem Lo eIIcIL LIe opInIons
und vIews oI cILIzens on LIe vurIous uspecLs oI CGRS sucI us
LIe munner In wIIcI LIe oIIIcIuIs uL AMC InLerucLed wILI LIe
consumers, uny probIems Iuced by cILIzens In regIsLerIng
LIeIr compIuInL, LIeIr suLIsIucLIon In Lerms oI LIe LIme Luken
Lo redress LIeIr compIuInL or uny suggesLIons In generuI Ior
ImprovIng LIe mecIunIsm.
Some senIor oIIIcIuIs uL AMC were oI LIe vIew LIuL LIere Is u
scope Ior ImprovemenL In LIe consumer grIevunce IundIIng
mecIunIsm.
Recommendations
n LIe SMS bused sysLem, LIere Is u moduIe uvuIIubIe LIuL
descrIbes LIe IeveI oI escuIuLIon Lo IIgIer IeveI oIIIcIuI
dependIng on LIe deIuy In resoIuLIon beyond LIe sLIpuIuLed
SA. However, currenLIy IL Is noL In operuLIon. As per LIe
oIIIcIuIs, LIIs mecIunIsm wus noL weII upprecIuLed by LIe
oIIIcIuIs uL AMC. TER recommends operuLIonuIIzIng LIIs
sysLem Lo Increuse uccounLubIIILy oI LIe oIIIcIuIs ucross LIe
IIerurcIy In Lerms oI LImeIy und eIIecLIve resoIuLIon oI
cILIzens` grIevunces.
n JunsuvIdIu, u wurd oIIIcer Ius been gIve rIgIL Lo LrunsIer u
compIuInL Lo unoLIer wurd oIIIcer wILIouL uny upprovuI
Irom LIe zonuI depurLmenL Ieud. SucI Ireedom cun be
mIsused by LIe oIIIcIuIs und Ience sucI IncIdences sIouId be
reguIurIy monILored by LIe zonuI Ieuds und cIurIIIcuLIons
sIouId be sougIL In cuse LIere Is uny unnecessury LrunsIer oI
cuII by LIe wurd oIIIcer.
AMC sIouId IncorporuLe u mecIunIsm Lo seek consumer
Ieedbuck on LIe compIuInL IundIIng servIces oI LIe
45 City visits
T E R I Report No. 2009IA01
corporuLIon. Once LIe compIuInL Is resoIved, LIe IIeId oIIIcer
sIouId uIso geL u consumer Ieedbuck Iorm IIIIed up by LIe
compIuInunL und submIL IL Lo LIe concerned oIIIcIuI. L
sIouId uIso be upduLed In LIe sysLem Ior reporLIng und
monILorIng. TIIs sIuII be useIuI Lo unuIyze LIe consumer
Ieedbuck und IdenLIIy LIe ureus oI ImprovemenL.
L Is ImperuLIve Lo educuLe LIe oIIIcIuIs ubouL LIe vurIous e-
governunce InILIuLIves underLuken by AMC Lo eIIecLIveIy
uLIIIze LIe resources und muxImIze LIe poLenLIuI beneIILs oI
sucI InILIuLIves. TIe LruInIng sIouId be cusLomIzed Lo suIL
LIe requIremenLs oI LIe IndIvIduuIs. SInce e-governunce Is uL
ILs nuscenL sLuge, perIodIc ussessmenL oI LIe processes
sIouId be mude Lo IdenLIIy LIe key Issues beIng Iuced by LIe
oIIIcIuIs In mukIng use oI LIe new sysLems und procedures so
LIuL uccordIngIy cIunges cun be mude uccordIngIy Lo ensure
user IrIendIy sysLems.
n LIe munuuI mecIunIsm In Iour wurds, LIe compIuInL
supervIsor IIIIs In LIe deLuIIs In LIe onIIne compIuInL
regIsLruLIon sysLem uILer Ie records IL munuuIIy In LIe
compIuInL book. L Is mereIy u dupIIcuLIon oI LIe work und
LIus IneIIIcIenL. TIus TER proposes LIuL LIe compIuInL
supervIsor sIouId dIrecLIy submIL LIe deLuIIs oI uny
compIuInL receIved (eILIer by pIone or wuIk-In) In LIe
onIIne moduIe und LIe onIIne sysLem sIouId be used Ior
compIuInL resoIuLIon und monILorIng purposes. And InsLeud
oI IundIng over sIIps Lo LIe concerned oIIIcer descrIbIng
compIuInL deLuIIs, u prInL ouL oI LIe sysLem generuLed receIpL
cun be provIded us IL Is gIven Lo LIe compIuInunL us un
ucknowIedgemenL receIpL oI IIsJIer compIuInL. TIIs wouId
uIso IeIp LIe wurd oIIIces Lo regIsLer compIuInLs oI uII
cuLegorIes InsLeud oI onIy engIneerIng und IeuILI compIuInLs
us currenLIy In prucLIce.
CurrenLIy LIe SMS bused mecIunIsm (jcnsutidhc) und
onIIne compIuInL regIsLruLIon sysLems ure noL InLegruLed. AII
LIe sysLems sIouId be weII syncIronIsed Ior u beLLer
reporLIng und monILorIng oI LIe sysLem. TIe onIIne sysLem
sIouId uIso Iuve u sImIIur sysLem oI reporLIng us In
junsuvIdIu brIngIng unIIormILy In LIe duLu munugemenL
needed Ior u compreIensIve perIormunce unuIysIs oI AMC`s
servIces.
L wus LoId by LIe AMC oIIIcIuIs LIuL In u duy, LIree peopIe
Iuve Lo be empIoyed Lo IundIe uround 1-zo compIuInLs In u
duy per zone Ior junsuvIdIu. TIus IL wouId be economIcuIIy
more IeusIbIe Lo Iuve u cenLruIIzed LoII Iree IeIpIIne number
Ior uII LIe zones wIIcI wIII opLImuIIy uLIIIze LIe Iumun
resources und LIus suve LIe cosL.
46 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
An evuIuuLIon oI junsuvIdIu sIouId be mude beIore IL Is
exLended Lo LIe enLIre AMC ureu. L sIouId uIm Lo
undersLund LIe probIems Iuced by LIe oIIIcIuIs us weII us
consumers In usIng LIe uuLomuLed sysLem SMS bused
sysLem. SucI unuIysIs cun IeIp AMC Lo IdenLIIy LIe key
Issues In LIe currenL mecIunIsm und LIus cun modIIy IL
uccordIngIy beIore IL Is operuLIonuIIzed ucross LIe AMC`s
IIcensed ureu.
TIe perIodIc meeLIngs wILIIn LIe munIcIpuI corporuLIon Lo
ussess LIe CGRS sIouId be mude munduLory. TIe key
IIndIngs Irom LIe sysLem generuLed reporLs sIouId be
presenLed sucI us nuLure oI IrequenL compIuInLs, wurd wIse
perIormunce, percenLuge oI compIuInLs resoIved wILIIn und
beyond LIe sLIpuIuLed LIme eLc. AII LIese IIndIngs sIouId be
unuIyzed und opInIons und suggesLIons sIouId be soIIcILed
Irom LIe oIIIcIuIs Lo ImprovIse LIe sysLem und uIso Lo
IIgIIIgIL LIeIr concerns ubouL LIe workIng oI LIe sysLem.
As LIe e-governunce InILIuLIves Ior grIevunce redressuI by
AMC ure uL LIe nuscenL sLuge, AMC sIouId creuLe uwureness
und buIId cupucILy umong LIe cILIzens. TIIs wIII ensure LIuL
LIe cILIzens uLIIIze LIe new servIces wIIcI cun poLenLIuIIy
Improve LIeIr suLIsIucLIon In Lerms oI LIe redressuI process
und resoIuLIon oI LIeIr compIuInLs.
Raipur Municipal Corporation
AL presenL LIe grIevunce redressuI sysLem In RMC Is sLIII
munuuI. TIere Is no uuLomuLedJ onIIne sysLem. TIe grIevunce
redressuI sysLem Is known us SIngIe WIndow sysLem or "Ikul
Khidki Prunuli. L Is known us sIngIe wIndow sysLem us LIe
cILIzens cun submIL uII kInds oI compIuInLs uL u sIngIe counLer us
opposed Lo dIIIerenL counLers Ior dIIIerenL compIuInLs. TIe
sIngIe wIndow sysLem wus IuuncIed In JuIy zooq. PrIor Lo LIIs,
LIe compIuInunL Iud Lo personuIIy meeL LIe concerned
depurLmenLuI Ieud In u purLIcuIur zone und submIL u compIuInL.
Key features of CGRS
TIere ure eIgIL sIngIe wIndow counLers presenL In uII
LIe eIgIL zonuI oIIIces. CILIzens cun Iodge LIeIr
compIuInLs by submILLIng u wrILLen uppIIcuLIon In LIe
prescrIbed compIuInL Iorm, wIIcI Is uvuIIubIe uL LIese
counLers Ior u nomInuI Iee (Rs zJ-). BesIdes compIuInL
regIsLruLIon, sIngIe wIndow counLers ure uIso used Ior
revenue coIIecLIon, Issue oI ruLIon curd eLc. TIe sIngIe
wIndow counLers ure open everyduy Irom 1o:o AM-
z:oo PM (excepL weekends und IoIIduys). TIey cun uIso
47 City visits
T E R I Report No. 2009IA01
dIrecLIy conLucL LIe depurLmenL oIIIcIuIs on LIeIr
personuI mobIIe pIones or personuIIy meeL LIem.
AILer LIe compIuInL Is noLed In LIe compIuInL regIsLer,
LIe compIuInunL Is gIven u receIpL wILI LIe receIpL no.
und LIe LIme IImIL wILIIn wIIcI IIs or Ier compIuInL
wouId be resoIved. TIese LIme IInes ure LIe sume us
menLIoned In LIe cILIzen`s cIurLer. However, LIe nume
oI LIe concerned oIIIcer Is noL menLIoned on LIe receIpL.
CompIuInLs wIere LIe compIuInunL Ius dIrecLIy
upproucIed LIe RMC oIIIcIuI LIrougI pIone ure noL
recorded In LIe compIuInL regIsLer.
TIese sIngIe wIndow counLers ure beIng munned by
cIerIcuI sLuII oI LIe RMC. One person sILs uL eucI
counLer. TIe cIerk Is responsIbIe Ior LukIng LIe
compIuInLs, enLerIng LIe compIuInLs InLo u sIngIe
regIsLer, wIIcI Is segreguLed InLo dIIIerenL secLIons
uccordIng Lo LIe servIce. He enLers LIe IoIIowIng deLuIIs
InLo LIe regIsLer:
CompIuInL number
CompIuInL regIsLruLIon duLe
CompIuInunL nume und uddress, deLuIIs oI
compIuInL (Summury)
Concerned depurLmenL, LIme IImIL (wILIIn wIIcI
compIuInL wouId be resoIved)
SLuLus oI LIe compIuInL
Remurks (Lo be IIIIed us per LIe InIormuLIon
gIven by LIe concerned depurLmenL oIIIcIuI)
TIe compIuInL sIIps ure Iorwurded Lo LIe concerned
depurLmenL LIe sume duy on wIIcI IL Ius been
regIsLered und LIe compIuInL record Is muInLuIned In
regIsLer. TIe concerned oIIIcIuI Ius Lo ucknowIedge
receIpL oI LIe compIuInL by sIgnIng In u receIpL book
(Dcl-bool). TIIs book conLuIns compIuInL number, u
summury oI LIe compIuInL, duLe und u coIumn Ior LIe
sIgnuLure oI LIe concerned oIIIcIuI. TIIs sysLem uIds In
monILorIng LIe Iog oI compIuInLs uL uny IuLer sLuge.
MosL oI LIe LImes, LIe LIme IImIL gIven Lo LIe cILIzen Is
udIered Lo excepL In some cIrcumsLunces wIere In LIe
work InvoIves upprovuIs Irom IIgIer oIIIcIuIs or requIres
Iunds. n sucI cuses LIe cILIzen Ius Lo wuIL Ior un
IndeIInILe LIme perIod, us Ie Is noL gIven uny kInd oI
InLerIm repIy sLuLIng LIe LIme perIod wILIIn wIIcI IIs
48 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
compIuInL wouId be resoIved. TIe concerned
depurLmenL Is LIen gIven more LIme Lo resoIve sucI
compIuInL.
Once LIe compIuInL Is resoIved, LIere Is no proper
cIosure und Ieedbuck mecIunIsm. SomeLImes LIe IIeId
person Lukes LIe sIgnuLure oI compIuInunL on un
ucknowIedgemenL Iorm, wIIcI IndIcuLes LIuL LIe
compIuInL Ius been resoIved. eedbuck Irom
compIuInunLs Is noL sougIL uILer LIe resoIuLIon oI
compIuInL.
ApurL Irom LIe uIore -menLIoned uvenues, LIe cILIzens cun uIso
IIgIIIgIL LIeIr grIevunces dIrecLIy Lo LIe CIIeI MInIsLer wIo
meeLs LIe cILIzens every TIursduy (eILIer Irom q-11 AM or 8:o-
1o:o AM) Ior u one-Lo-one InLerucLIon. TIIs duy Is known us
Jun DursIun. TIe cILIzens cun submIL wrILLen compIuInLs Lo
LIe CM wIo eILIer resoIves LIe compIuInL on LIe spoL or dIrecLs
IL Lo LIe RMC Lo Luke up LIese compIuInLs.
RMC Ius uIso pubIIsIed u cILIzen`s cIurLer, wIIcI gIves LIe LIme
IInes Ior vurIous servIces provIded by LIe RMC. BroudIy LIere
ure 8 servIces- PubIIc works, revenue depurLmenL, IeuILI oIIIcer,
Town pIunnIng, WuLer suppIy, Iood IIcense, sLreeLIIgILs und
mIsceIIuneous compIuInLs. TIere ure vurIous subcuLegorIes
under LIese eIgIL cuLegorIes.
Monitoring mechanism
CompIuInLs wIIcI Iuve exceeded LIe sLIpuIuLed LIme IImIL ure
IoIIowed up by sendIng wrILLen remInders Lo LIe concerned
oIIIcIuI IundIIng LIe compIuInL. CIerksJwork ussIsLunLs wIo
IundIe LIe sIngIe wIndow counLers, verbuIIy IoIIow up LIe sLuLus
oI compIuInLs und send wrILLen remInders II u compIuInL Ius
exceeded ILs LIme IImIL, urgIng LIe oIIIcIuI Lo Luke ImmedIuLe
ucLIon und LreuL LIe compIuInL serIousIy. However, uguIn LIIs
process Is noL beIng IoIIowed ucross uII zones.
Once LIe compIuInL Ius been resoIved undJor LIe sLuLus Ius
been communIcuLed by LIe concerned oIIIcIuI, LIe cIerk upduLes
LIe sLuLus Jremurks und duLe, II LIe compIuInL Is cIosed, In LIe
compIuInL Iog bookJregIsLer. UsIng LIese deLuIIs, u reporL Is
supposed Lo be generuLed by eucI zonuI oIIIce Lo presenL IL Lo
LIe MunIcIpuI CommIssIoner, on u monLIIy busIs. TIe reporL
provIdes LIe numbers oI compIuInLs Lo be resoIved us on LIe
duLe In quesLIon, und LIe number oI pendIng compIuInLs
cIussIIIed InLo vurIous cuLegorIes. PendIng compIuInLs ure uIso
cIussIIIed InLo Lwo cuLegorIes (wILIIn sLIpuIuLed LIme IImIL und
exceedIng LIe LIme IImIL).
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TIese reporLs ure supposed Lo be monILored on u monLIIy busIs
uL LIe RMC Ieud oIIIce by LIe MunIcIpuI CommIssIoner. TIe
TER Leum wus LoId LIuL LIIs monILorIng Is noL on reguIur busIs.
urLIer, wIIIe LIe zonuI commIssIoners ure uIso supposed Lo
monILor LIe zonuI compIuInLs reporLs on u reguIur busIs, LIIs
process Is noL beIng IoIIowed us LIe oIIIcIuIs ure severeIy LIed up
due Lo oLIer work commILmenLs.
urLIer LIere Is no monILorIng mecIunIsm In LIe RMC Lo cIeck
II LIe concerned oIIIcIuIs Iuve ucLuuIIy redressed LIe compIuInLs
suLIsIucLorIIy.
n uddILIon, LIere Is u weekIy T (TIme ImIL) meeLIng IeId
under LIe munIcIpuI commIssIoner`s dIrecLIon every
Wednesduy. TIIs meeLIng Is uLLended by LIe DepuLy
CommIssIoners und LIe respecLIve zonuI commIssIoners und Is
cIuIred by LIe MunIcIpuI CommIssIoner (MC). n LIIs meeLIng
LIe MC IdenLIIIes uII LIe ImporLunL Issues, wIIcI muy uIso
IncIude cerLuIn specIIIc grIevunces oI cILIzens Lo be uddressed on
u prIorILy busIs, und ussIgns u LIme IImIL Lo IL. He revIews LIe
sLuLus oI LIese grIevunces every week LIereon LIII LIe LIme IL Is
resoIved.
TERIs observations
One oI LIe muIn probIems Iuced by RMC Is LIe sIorLuge
oI munpower (boLI skIIIed und unskIIIed personneI).
TIIs wus reILeruLed by RMC oIIIcIuIs durIng sLukeIoIder
dIscussIons
z
. Due Lo LIIs, muny oI LIe oIIIcIuIs ure
IundIIng oLIer responsIbIIILIes In uddILIon Lo LIeIr
ussIgned responsIbIIILIes. TIIs consLruIns LIe
perIormunce oI LIe oIIIcIuIs und LIey ure noL ubIe Lo
respond Lo uII LIe consumer compIuInLs eIIecLIveIy. TIIs
Ius uIso Ied Lo cILIzens upproucIIng uILernuLIve uvenues,
sucI us Pcrshcds, Lo geL LIeIr grIevunces regIsLered.
TER Leum Iound LIuL LIe sIngIe wIndow counLers were
In poor pIysIcuI condILIon. CounLers were In dIIupIduLed
sIupe und were Iound Lo be InucLIve durIng LIe oIIIcIuI
workIng Iours.
CIerks uL some oI LIe sIngIe wIndow counLers were noL
uvuIIubIe LIrougIouL LIe duy. L wus noLed durIng IIeId
vIsILs, LIuL cIerks were noL presenL In some oI LIe
counLers. L wus uIso sLuLed by LIe oIIIcIuIs LIuL, uL LImes,
2
The RMC officials opined that lack of manpower is mainly due to the fact that RMC has not been
generating sufficient revenue income to pay adequately for staff salaries.
50 Framework for Effective Consumer Grievance Redressal System
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LIe personneI Is uIso enguged In oLIer ucLIvILIes ussIgned
Lo LIem sucI us CensusJ eIecLIon duLIes eLc., due Lo
wIIcI LIey cunnoL be uvuIIubIe uL LIe sIngIe wIndow
counLers.
Muny cILIzens ure uIso upproucIIng LIe Pcrshcds, ucrd
councillors Lo geL LIeIr compIuInLs redressed. DurIng
InLerucLIon wILI PRA (SocIeLy Ior PurLIcIpuLory
ReseurcI In AsIu), u weII known NGO In RuIpur, IL
emerged LIuL LIe cILIzens generuIIy preIer LIIs
uILernuLIve, InsLeud oI dIrecLIy reucIIng LIe zonuI oIIIce.
Pcrshcd LIen dIrecLs LIe compIuInLs Lo RMC.
TIere Is no unIIormILy In LIe process oI compIuInL
regIsLruLIon ucross zones. TER Leum vIsILed LIree zonuI
oIIIces oI RMC (Zones , ; und 8) und Iound LIuL LIey
don`L IoIIow u unIIorm und sLrucLured process. or
InsLunce, In one oI LIe zones u sIngIe regIsLer Is
muInLuIned Ior uII compIuInLs, Iowever In unoLIer zone
LIere Is u sepuruLe regIsLer Ior wuLer suppIy reIuLed
compIuInLs us LIey ure consIdered Lo be more crILIcuI In
nuLure und Iuve Lo be redressed on u prIorILy busIs und
Iuve Lo be redressed on u prIorILy busIs.
L Ius uIso been noLed LIuL cILIzens cuII up LIe
conLrucLors dIrecLIy, InsLeud oI upproucIIng LIe RMC.
Every zoneJureu Ius u desIgnuLed conLrucLor und
cILIzens generuIIy ure uwure oI LIe conLucL deLuIIs oI LIe
conLrucLors und Ience muke u dIrecL cuII.
n cuse LIe compIuInLs Iuve exceeded sLIpuIuLed LIme
IImIL, wrILLen remInders senL ouL Lo oIIIcIuIs Lo Luke
ucLIon uL LIe eurIIesL. However, IL Ius been observed LIuL
very Iew oIIIcIuIs respond Lo sucI remInders IndIcuLIng
Iuck oI uccounLubIIILy prevuIIIng In LIe sysLem.
RMC oIIIcIuIs InIormed TER Leum LIuL LIey ure
pIunnIng Lo seL up un onIIne sysLem Ior CGRS, wIIcI
wouId ensure proper uccounLubIIILy und LImeIy redressuI
oI compIuInLs. RMC Ius InILIuLed LuIks wILI LIe CenLre
Ior Good Governunce (CGG), Hyderubud Ior LIIs und Is
proposIng Lo Issue LIe work order soon. CGG Ius
submILLed u proposuI Ior un OnIIne GrIevunce RedressuI
und TruckIng SysLem (OGRTS), u web bused uppIIcuLIon.
RMC envIsuges LIuL LIIs uuLomuLed CGRS, supporLed by
cuII cenLre wouId be sLreumIIned wILIIn -q monLIs.
GIven LIe IImILed T cupucILy In LIe corporuLIon, InILIuIIy
LIe server und operuLIon sIuII be muInLuIned by CGG Ior
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uL IeusL -q monLIs. TIe Leum wus IurLIer LoId LIuL LIIs
process wus InILIuLed beIore e-governunce In
munIcIpuIILIes wus IncIuded us one oI LIe mIssIon mode
projecLs In JNNURM. z moduIes oI munIcIpuI servIces
Iuve been IdenLIIIed ucross LIe sLuLe Ior
ImpIemenLuLIon, wIere In CGRS Ius uIso been IncIuded.
MoUD servIce IeveI bencImurks ure noL beIng IoIIowed
uL presenL.
TIe CGRS Is sLIII un unsLrucLured mecIunIsm wILIouL
uny proper uccounLubIIILy or Ieedbuck mecIunIsms buIIL
In.
ApurL Irom wrILLen compIuInLs LIe cILIzens do noL Iuve
oLIer uvenues sucI us onIIne CGRS, LoII Iree IeIpIIne
number eLc Lo Iodge compIuInLs.
TIe compIuInL receIved by RMC oIIIcIuIs LIrougI pIone
Is noL u IormuI process oI compIuInL regIsLruLIon.
CILIzens, wIo know LIe oIIIcIuIs personuIIy, ure dIrecLIy
conLucLIng LIem Ior speedy redressuI oI compIuInLs.
n Lerms oI prIorILy wIse cIussIIIcuLIon oI compIuInLs,
RMC oIIIcIuIs sLuLed LIe IoIIowIng: (sLurLIng Irom mosL
preIerred Lo IeusL preIerred)
SunILuLIon
WuLer suppIy
SLreeL IIgILs
AII oLIer compIuInLs
TIe cILIzens cIurLer pubIIsIed by RMC Is noL u
compreIensIve documenL. L onIy IIsLs down LIe 8 muIn
servIces (menLIoned ubove), wIIcI Iuve been IurLIer
sub -cuLegorIzed InLo servIces. TIese servIces IndIcuLe
LIe correspondIng LIme IInesJ servIce IeveI LIme. L does
noL conLuIn uny deLuIIs on LIe compIuInL IundIIng
mecIunIsm, conLucL deLuIIs oI responsIbIe oIIIcIuIs, LIe
deLuIIs oI concerned depurLmenL eLc.
TIe oIIIcIuIs oI RMC were oI LIe opInIon LIuL LIere Is u
scope Ior ImprovemenL In LIe consumer grIevunce
IundIIng mecIunIsm.
TER Leum uIso conLucLed some oI LIe cILIzens In RuIpur
Lo geL LIeIr perspecLIve on LIe grIevunce redressuI
sysLem In RuIpur und LIe probIems Iuced by LIem wIIIe
regIsLerIng LIeIr compIuInLs In RMC. rom LIe
52 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
InLerucLIons IL emerged LIuL cILIzens ure noL uwure oI LIe
sIngIe wIndow sysLem uL RMC. TIey generuIIy preIer Lo
IIgIIIgIL LIeIr compIuInLs Lo LIe PursIuds or LIe Muyor
InsLeud oI regIsLerIng compIuInLs uL RMC.
Recommendations
Bosed on the citg oisit, TER1 proposes the follouing
recommendotions:
TIe CGRS In RMC sIouId be mude more sLrucLured
responsIve und uccessIbIe. PresenLIy, LIe cILIzens
dIrecLIy geL In LoucI wILI RMC oIIIcIuIs Lo Iodge LIeIr
compIuInLs. TIIs cun Ieud Lo u sILuuLIon wIere
consumers puy un umounL Lo LIe geL LIeIr compIuInL
redressed (speed money). To do uwuy wILI LIIs prucLIce,
uccessIbIIILy oI LIe exIsLIng cIunneIs oI grIevunce
regIsLruLIon sIouId be broudened. n uddILIon Lo LIe
SIngIe wIndow sysLem, u dedIcuLed IeIpIIne number
sIouId be InLroduced so LIuL cILIzens cun uIso geL LIeIr
grIevunces regIsLered over LIe pIone. OnIIne CGR
sysLem sIouId uIso be IuuncIed Lo IucIIILuLe euse oI
grIevunce regIsLruLIon. BoLI LIese meusures sIouId be
ImpIemenLed uL LIe eurIIesL. TIII LIe LIme LIe onIIne
sysLem geLs operuLIonuI, meusures sIouId be Luken Lo
sLrengLIen LIe munuuI sysLem oI grIevunce regIsLruLIon.
TIe sIngIe wIndow counLers sIouId be mude cILIzen
IrIendIy wILI proper InIrusLrucLure und IucIIILIes In
pIuce. SInce LIese counLers requIre LIe cILIzens Lo queue
ouLsIde u smuII wIndow, LIe cIunneIs sIouId Iuve
IucIIILIes Ior drInkIng wuLer, LoIIeLs eLc. wIIcI wIII muke
LIem uppeuIIng und comIorLubIe Ior cILIzens.
AII compIuInLs sIouId be recorded und u duLubuse oI
compIuInLs sIouId be muInLuIned, regurdIess oI LIe Lype
oI cIunneI used Ior grIevunce regIsLruLIon. PresenLIy
compIuInLs receIved by oIIIcIuIs dIrecLIy on LIeIr
personuI mobIIes ure noL recorded. As reILeruLed ubove,
LIe InLroducLIon oI u IeIpIIne number wouId muke LIe
process more sLrucLured und sImpIIIIed. TIe oIIIcIuIs
cun dIrecL LIe compIuInunL Lo LIe RMC IeIpIIne number,
In cuse LIe compIuInunLs geL In LoucI wILI LIem dIrecLIy.
TIIs wouId ensure LIuL uII compIuInLs ure duIy recorded
TIe LImIngs oI grIevunce regIsLruLIon sIouId be
exLended Irom LIe presenL LImIngs (1o:oo AM-z:oo
PM). TIe sIngIe wIndow sysLem sIouId be open durIng
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T E R I Report No. 2009IA01
oIIIce Iours oI RMC. TIIs wIII udd Lo LIe convenIence oI
cILIzens.
TIe uwureness umongsL LIe pubIIc regurdIng LIe
grIevunce redressuI mecIunIsm In RMC Is very Iow.
Even LIougI LIe grIevunce redressuI mecIunIsm exIsLs
In RMC, Iew cILIzens ure usIng IL. TIereIore, creuLIng
uwureness ubouL LIe grIevunce redressuI mecIunIsm
sIouId be u Lop prIorILy Ior RMC. PumpIIeLs sIouId be
dIsLrIbuLed Lo IouseIoIds expIuInIng LIe process oI
grIevunce regIsLruLIon. PromInenL sIgnuges uL ImporLunL
IocuLIons sIouId uIso be puL up.
n LIose cuses, wIere RMC envIsuges u LIme Iug In
compIuInL redressuI, un InLerIm repIy sIouId be senL Lo
LIe cILIzen regurdIng LIe deIuy.
Once u compIuInL reucIes LIe concerned depurLmenL, IL
needs Lo be Lrucked und monILored reguIurIy Lo buIId
greuLer uccounLubIIILy InLo LIe sysLem, wIIcI Is IuckIng
uL presenL. TIIs cun be done by sLrIcLIy enIorcIng
monILorIng on duIIy busIs by LIe depurLmenL Ieud und
IurLIer reguIur weekIy monILorIng by LIe zonuI
commIssIoner. MonILorIng sIouId be done on u monLIIy
busIs wIereIn uII LIe RMC oIIIcIuIs IncIudIng depuLy
MunIcIpuI CommIssIoner und MunIcIpuI CommIssIoner
sIouId cIeck LIe progress oI compIuInL redressuI.
TIe compIuInLs sIouId be cIosed onIy uILer LukIng LIe
sIgnuLure oI LIe compIuInunL on u sIIp. urLIer,
Ieedbuck musL uIso be Luken Irom LIe cILIzens uILer LIe
compIuInL Is cIosed prImurIIy Lo guuge LIeIr IeveI oI
suLIsIucLIon wILI RMC`s compIuInL IundIIng mecIunIsm.
TIe Ieedbuck sIouId be duIy uccounLed Ior wIIIe
monILorIng LIe perIormunce oI empIoyees und uIso Ior
ImprovIng LIe presenL sysLem.
CILIzen cIurLer sIouId be revIsed und mude more
compreIensIve. L sIouId provIde InIormuLIon ubouL LIe
servIces deIIvered by RMC und ILs depurLmenLs, LIe
rIgILs und responsIbIIILIes oI cILIzens, wIo LIey sIouId
upproucI In cuse oI compIuInLs und wIuL Is mecIunIsm
Lo Iodge LIeIr grIevunces, wIen Lo compIuIn und Ior
wIuL Lo compIuIn, IormuLs Ior regIsLerIng compIuInLs
eLc.
ApurL Irom LIe sLrucLured CGRS, meeLIngs wILI cILIzens
couId uIso be orgunIzed by RMC on u monLIIy busIs.
54 Framework for Effective Consumer Grievance Redressal System
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SucI Iorums wouId provIde un uddILIonuI pIuLIorm Lo
LIe cILIzens Lo voIce LIeIr concerns. TIese Iorums couId
Iocus on grIevunces wILIIn u purLIcuIur ureu. ReguIur
upduLes on LIe progress mude couId be gIven In
successIve meeLIngs. Concerned depurLmenL Ieuds,
zonuI commIssIoners, depuLy munIcIpuI commIssIoner,
cILIzens, PursIuds und oLIer cILIzen represenLuLIve
groups sIouId uLLend LIese meeLIngs.
TIe unnuuI reporL oI LIe MunIcIpuI CorporuLIon sIouId
gIve deLuIIs on LIe number oI compIuInLs uddressed und
compIuInLs pendIng. TIIs InIormuLIon sIouId be
uvuIIubIe on LIe CorporuLIon`s websILe uLIeusL on u
monLIIy busIs.
TruInIng sIouId be gIven Lo RMC oIIIcIuIs Lo educuLe
LIem on Iow Lo eIIecLIveIy IundIe cILIzen compIuInLs. A
messuge needs Lo be ImpurLed Lo oIIIcIuIs LIuL LIey
sIouId udopL u your probIem Is our probIem upproucI
InsLeud oI reucLIng In u pussIve munner.
BesIdes LIe Lwo cILIes IdenLIIIed by MoUD, LIe Leum vIsILed
MunIcIpuI CorporuLIon oI urIdubud (MC) Lo undersLund LIe
CGRS oI LIe munIcIpuI bodIes In smuII Lowns und LIe cIuIIenges
Iuced by LIem In IormuIIy InsLILuLIonuIIzIng LIe compIuInL
IundIIng mecIunIsm Ior Improved urbun governunce
Municipal Corporation of Faridabad (MCF)
urIdubud Is LIe bIggesL urbun uggIomeruLIon oI Huryunu
consIsLIng oI oId munIcIpuI Towns oI urIdubud, BuIIubIgurI,
und New ndusLrIuI Town uIong wILI 8 revenue vIIIuges. L Is
LIe LweIILI dIsLrIcL oI Huryunu und comes under LIe Gurguon
Citizen perspective on CGRS
During the field visits to Ahmedabad and Raipur, information on complainants
was gathered from the respective municipal bodies to solicit their opinions on
the existing CGRS. Random calls were made to some of the complainants to
discuss the issues that they face in getting their grievances redressed.
Two key points emerged from the interactions.
o Citizen awareness and credibility about various avenues for CGRS is
quite low in both cities. They prefer to send complaints by post or
approach parshads to raise their concerns instead of using the formal
channel such as in-house grievance redressal systems.
o Customer feedback is not sought and there is no mechanism to
capture suggestions of citizens for the improvement in the present
systems.
55 City visits
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DIvIsIon oI Huryunu.