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The complaints had to be resolved within the time period laid down in the Citizen

Written on 2016-07-04 07:32:24 By Billy

If the complaint was not attended to within the stipulated time, it automatically escalated to the higher authorities until it finally reached the District Maire This ensured accountability among the officials of the District and simultaneously helped in speedy complaint redressal thereby leading to citizen satisfaction.

The reports also helped to indicate the status of infrastructure such as water, sewerage, sanitation, etc in all the wards in the city. The complaint data therefore had predictability value as it projected the possible problems that could arise in the future in different wards.

We also conducted three complaint audits. In each of these audits, a sample group of citizens were approached to find out whether their complaints had been addressed within the stipulated time period and whether they were satisfied with the manner in which their complaint had been resolved. This information was cross checked with the complaint data provided by the District about the number of complaints that its ward offices were claiming to have sorted out. The discrepancies would be reported to the municipal commissioner and the four additional municipal commissioners so that action could be taken against the erring ward officials. Click here to view complaint audits.

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