An overhauled and effective public grievance redressal cell will be in place in Delhi from Saturday. Chief Minister Arvind Kejriwal along with his council of ministers will also listen to public grievances every Saturday.
Under the new system, the government will directly ask the complainants whether they were satisfied with the redressal.
If not, a team of volunteers would then pursue the matter, Kejriwal said.
“A monitoring system will be put in place from Saturday wherein an SMS would be sent to the complainant once the grievance is solved from our side, asking the person to reply ‘no’ if dissatisfied. Then a team of volunteers will get in touch with them,” he told reporters.
If the complaint is genuine, the volunteers will make sure the responsibility is fixed on the officers concerned, he added.
The chief minister said he along with his cabinet will listen to the grievances from the public in front of the Delhi Secretariat between 9.30 a.m. and 11 a.m. every day.
He said the grievances will be redressed on priority basis.
Kejriwal further said that due to the earlier “poor state of governance”, he was anticipating “thousands of calls” on the first day itself and that the rate of efficiency would improve as “we move along”.
“Despite our best efforts and intentions, the efficiency would not be up to the mark initially but as we move along we’ll improve,” he said.
On the multiplicity of authority in Delhi with the Delhi Development Authority, Municipal Corporation of Delhi and Delhi Police not falling under the government, Kejriwal said Lt. Governor Najeeb Jung has written to all the departments.
“All three will have to be with us,” he said.