Toll-Free Number Soon to Help People Lodge Civic Complaints

The Nagpur Municipal Corporation (NMC) is taking a commendable step toward improving civic engagement by introducing a toll-free number dedicated to handling citizens’ complaints. This initiative aims to streamline the complaint resolution process and foster accountability within the civic body. Let’s dive into the details and implications of this new system.

What is the Toll-Free Complaint System?

The toll-free number is a direct communication channel for citizens to report issues related to civic services. From potholes to garbage collection, this system is designed to ensure every concern is logged, monitored, and resolved efficiently.

Why a Toll-Free Number?

• Accessibility: A toll-free number removes cost barriers, encouraging more citizens to voice their concerns.
• Transparency: Each complaint will be monitored by senior officials, ensuring timely action.
• Accountability: The system tracks complaint status, allowing citizens to follow up easily.

NMC’s Testing Phase

Additional Municipal Commissioner Anchal Goyal announced that the system is currently in its testing phase. Once operational, the toll-free number will allow citizens to:

• Register complaints seamlessly.
• Receive updates on complaint status.
• Provide feedback on resolution quality.

Statistics From the Online Complaint System

From December 1, 2024, to January 15, 2025, NMC received 1,434 complaints through its online portal. Out of these:

• 1,423 complaints were resolved.
• 888 complaints received a 5-star rating.
• 279 complaints were rated 4-star.
• 124 complaints received a 1-star rating.

Challenges in the Existing System

Despite NMC’s efforts, citizens remain dissatisfied with the current complaint redressal mechanism. Common issues include:

• Unresolved Complaints: Many registered complaints, especially about potholes, remain unaddressed.
• Obsolete Technology: The previously efficient Nagpur Live City App has been sidelined.

What Went Wrong With the Nagpur Live City App?

Introduced during the tenure of Municipal Commissioner Tukaram Mundhe, the app allowed citizens to upload geo-tagged photos of issues. However, the app lost its prominence due to new, less effective measures introduced by the civic body.

Key Highlights From the Recent Meeting

A recent review meeting, led by Additional Municipal Commissioner Goyal, focused on:

• Status of complaints from September 2024 to January 2025.
• Effectiveness of the Real-Time System (RTS).

Attendees at the Meeting

The meeting saw participation from various NMC officials, including:

• Deputy Municipal Commissioners Vijay Deshmukh, Milind Meshram, Prakash Varade, and others.
• Superintending Engineer Shweta Banerjee.
• Medical Health Officer Dr. Dipak Selokar.

How Will the Toll-Free System Address Current Issues?

1. Faster Resolution Times

The system’s real-time monitoring will ensure that complaints are addressed promptly.

2. Enhanced Transparency

Citizens will receive regular updates, reducing the frustration of being left in the dark.

3. Improved Feedback Mechanism

Feedback from citizens will be used to rate and improve the services.

Benefits of the Toll-Free System

• User-Friendly: Easy to use for all age groups.
• Cost-Effective: No charges for lodging complaints.
• Efficient Monitoring: Daily reviews by senior officials.

A Step Toward Smart Governance

This initiative aligns with the larger goal of making Nagpur a smarter and more citizen-friendly city.

What Citizens Can Expect

1. Dedicated Support

The toll-free number will be staffed by trained professionals who will guide citizens through the process.

2. Accountability Assurance

Each complaint will be assigned a unique ID for tracking.

3. Data-Driven Improvements

Feedback collected through the system will help identify recurring issues and areas for improvement.

The introduction of a toll-free number by NMC is a promising step toward enhancing civic services. While challenges remain, this initiative has the potential to rebuild trust and engagement between the civic body and Nagpur’s citizens. By addressing complaints effectively, NMC can set a benchmark for smart governance in India.

1. When will the toll-free number be launched?

The exact launch date has not been announced, but the system is currently in its testing phase.

2. How can I track my complaint status?

Once the system is live, citizens will receive updates through SMS or email.

3. What types of complaints can be registered?

The toll-free number will handle all civic complaints, including potholes, garbage collection, and water supply issues.

4. Will the old Nagpur Live City App be revived?

There’s no official confirmation about reviving the app, but citizens can expect improved systems.

5. Who will monitor the complaints?

Senior NMC officials will review complaints daily to ensure timely resolution.