Aim is to improve civic amenities, says Commissioner

GVMC launched its online grievance redress system to improve civic amenities on Friday.

Anyone who has a complaint may long on to, go to ‘grievances’, and register his complaint by giving his name, address, number of the ward, and details of his grievance.

As soon as a complaint is made, it will be SMSed by the GVMC Call Centre to the field level official/staff concerned. If it is not rectified within 48 hours, it will go to the next level. The subjects covered include removal of garbage, clearing drains, de-silting stormwater drains, providing dustbins, and birth and death certificates.

“The objective is mainly to improve civic amenities and give them top priority. The online system is introduced to save people the trouble of coming to the GVMC office and help those who feel that the response to complaints over phone is not prompt,” Municipal Commissioner M.V. Satyanarayana told The Hindu. Even as the dummy was being created on Thursday, five to six complaints landed, he said.

As, after 48 hours, the complaints go to the next level of officials, the Commissioner, going by the present state of affairs, hopes to redress the grievances in the first 48 hours. The idea is to give top priority to non-financial civic needs, he says. However, works such as taking up drains or roads may also be mentioned. They will be taken up in course of time.

Citizens may check the status of their complaint online. Besides, their feedback will be taken on interactive voice response (IVR) system. “Only after the feedback is obtained, the online grievance status will change,” he said.

GVMC had introduced ‘1913’ call centre number to redress grievances, but later it became defunct. The call centre was restored after Mr. Satyanarayana took over.

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