Redressing complaints is govt’s new focus

On a Mitra Diwas — organised on the second and fourth Wednesday of every month —officials concerned will discuss complaints and take necessary steps for their redressal. Out of the 32-development authorities across the state,about 18 organise Mitra Diwas. The UPHDB also organise it regularly.

Principal Secretary of Housing and Urban Planning,Arun Kumar Sinha,has written to all development agencies in this regard. The letter stated: “The results of the Mitra Diwas’ are not meeting our expectations. A large number of complaints related with building map approval,possession of property,land and interest rates,illegal construction and land acquisition are regularly pouring in at government level. If the development authorities and UPHDB dispose these complaints at their level,the number of complaints at government level could decrease.”

Speaking to The Indian Express,Sinha said: “All development agencies have been directed to popularise Mitra Diwas by hoardings,display boards and pamphlets so that more people can benefit.” He added that divisional commissioners and district magistrates have been directed to supervise the Mitra Diwas in their respective areas.

To address public grievances on time,the Urban Development department has also decided to set up call centres at all 13-municipal corporations across the state where complaints would be received round-the-clock on a toll-free number.

“The complainant’s voice would be recorded and he would be given a Unique Complaint Number. The official concerned would be provided the complaint and phone numbers of the complainant,” said Alok Ranjan,Principal Secretary of Urban Development.

The official will then contact the complainant for any further detail.

After the problem is addressed,the official will inform the complainant and the control room,which would later cross-check the report with the complainant.

The National Informatics Centre,Jhansi,has already developed a software for the Jhansi district administration which aided the launch of a website — Jhansi Jan Suvidha Kendra — in June 2009.

“The model was successful in Jhansi. The district administration will soon make a presentation of Jan Suvidha Kendra before the government authorities,” said Alok Ranjan. The UPHDB has already placed an order to NIC to develop a similar software for its use.