The Nagpur Municipal Corporation (NMC) is set to enhance its grievance redressal system with the launch of a centralised call centre (155304) within the next 10 days. Operating in two shifts — from 8am to 2pm and 2pm to 8pm — the call centre will serve as a hub for registering, tracking, and resolving citizen complaints. As per the local media report, “The call centre staff will not only register grievances but also assign them to relevant departments,” said Swapnil Lokhande, a senior official from NMC’s e-governance department.
A new feedback system will enable department heads (HODs) to provide ratings and comments on how complaints are resolved. “Before” and “after” photos will be required for greater transparency. Citizens will have the opportunity to express satisfaction or point out unresolved issues. The Nagpur Municipal Corporation (NMC) currently offers several channels for grievance registration, including its web portal, the ‘My Nagpur’ mobile app, a WhatsApp number (8600004746), and a QR code-based system run by the garden department.
Since assuming office, Municipal Commissioner and Administrator Abhijeet Chaudhari has made notable progress in improving the complaint redressal system. On Friday, Chaudhari visited the City Operations Centre (COC) to assess the online complaint resolution process and reviewed the operations of the upcoming call center. Previously, citizens had difficulty lodging complaints related to essential services like water supply, sewage, and sanitation.
In response, the administration launched an online complaint portal, which Municipal Commissioner Chaudhari is closely overseeing to ensure quick resolutions. A feedback system is also being introduced to improve the grievance redressal process. Additionally, Chaudhari implemented an automated warning system on September 1, sending alerts to department heads who fail to address civic complaints.
So far, 2,533 warning messages have been sent to officials, including assistant municipal commissioners and executive engineers, while 502 show-cause notices were issued to senior officials. This automated system has prompted NMC officials to address complaints more quickly. From November 1 to November 29, the civic body received 1,760 complaints, resolving 1,462, achieving a resolution rate of over 83%. In the garden department, QR code-based cards at 150 gardens led to 209 complaints, primarily regarding cleanliness, damaged play equipment, and maintenance issues.