Over 1,000 complaints filed with the Pune Municipal Corporation (PMC) have remained unaddressed, despite the civic body having launched a dedicated facility — PMCCARE (PMC-Citizen Assistance Response and Engagement) for the purpose. The facility, which was launched last year, included various online platforms and toll free call centres for residents to reach out to the civic administration.
A performance review of the PMCCARE facility, which was recently undertaken, also sought the opinion of the civic staff on the complaints received through the new system. During the meeting, it was revealed that a total of 655 complaints that were to be addressed by 15 ward offices have not been attended to so far, while 411 complaints have not been addressed by the civic departments.
Upset over the figures, Municipal Commissioner Kunal Kumar has warned of action against the civic staff concerned. A civic official said, “The municipal commissioner has sought clarification from the ward offices and civic departments that have not been able to address public grievances filed under the PMCCARE system.”
Among the ward offices, the Nagar Road-Vadgaonsheri ward office has the maximum number of pending complaints, 83, followed by Hadapsar-Mundhwa ward office with 72 complaints and Kondhwa-Yewalewadi ward office with 68 complaints and Aundh Baner ward office with 61 complaints.
The civic departments have also not been able to show desired response to the PMCCARE facility.
The Garden department has the maximum number of pending complaints, 107, followed by the Building Permission department with 70 complaints and Road department with 53 complaints. Under the PMCCARE framework, the PMC had provided various channels to residents, including a call centre and an SMS number. Also, the PMCCARE has a full-fledged social media presence — an app, Facebook page, Twitter handle, Google Plus handle and WhatsApp number.