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April 2010Draft Final Report
Framework for Effective Consumer GrievanceRedressal System
Prepared for
Ministry of Urban DevelopmentGovernment of India
Project Report No. 2009IA01
w w w . t e r i i n . o r g The Energy and Resources Institute
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iii Assessment of Consumer Grievance Redressal System
T E R I Report No. 2009IA01
Acknowledgements
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List of Abbreviations
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T E R I Report No. 2009IA01
CONTENTS
Consumer Grievance Redressal System: An Overview.............................................. 2
E-governance and CGRS.......................................................................................4 !
Jamshedpur Utilities and Services Company Limited .......................................... 10
Surat Municipal Corporation ...............................................................................12
Public Grievance Redressal System in Karnataka ........... ..................................... 14
Andhra Pradesh State Housing Corporation Limited............................................ 15
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Provision under the Electricity Act, 2003 ............................................................17
Case study: Delhi ................................................................................................ 17
Complaint handling and grievance redressal procedure in NDPL......................... 19
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Ahmedabad Municipal Corporation (AMC) ............................................................25
TERIs observations during visit to AMC............................................................ 28
Recommendations ............................................................................................... 28
Raipur Municipal Corporation................................................................................. 29
Consumer Grievance Redressal System (CGRS) at RMC.................................... 30
TERIs observations on CGRS at RMC... ............................................................ 32
Recommendations ............................................................................................... 33
Municipal Corporation of Faridabad (MCF)............................................................ 36
TERIs observations on CGRS at MCF ...............................................................39
Bruhat Bengaluru Mahanagara Palike ..................................................................... 39Consumer Grievance Redressal System (CGRS) at BBMP.................................. 40
TERIs observations on CGRS at BBMP............................................... .............. 42
Observations of CIVIC on the working of CGRS in BBMP................................. 43
Mysore City Corporation......................................................................................... 44
PGR system in Mysore........................................................................................ 45
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Avenues.................................................................................................................. 49
Complaint Redressal Process....................... ............................................................ 50
A. Complaint Recording......................................................................................50
B. Complaint Resolution ..................................................................................... 52
C. Monitoring, Reporting and Complaint Analysis .............................................. 55Feedback................................................................................................................. 56
)%
* * # )'
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2 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
CHAPTER1 Introduction
;
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3 Introduction
T E R I Report No. 2009IA01
;
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4 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
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Figure 1.1 Benefits of a Consumer Grievance Redressal System
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5 Introduction
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6 Framework for Effective Consumer Grievance Redressal System
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7 Introduction
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CITIZENS
PHONE CALL or SMS WEBSITE PAPER FORM
HELPLINE
COMPLANT TRANSFERRED TO ENGINEER/ DEPARTMENT HEAD
COMPLAINT TRANSFERRED TO FIELD STAFF
COMPLAINT REDRESSAL
REPORT BACK
Figure 1.2 CGRS: General Structure Flow
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T E R I Report No. 2009IA01
CHAPTER2: Literature Review of Consumer Grievance
Redressal Facilities in cities=3-@
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11 Literature Review of Consumer Grievance Redressal Facilities
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Table 2.1: JUSCOs Service Level Indicators
INDICATOR DEFINITION
SLG: Service level
guarantee
The maximum time that service departments expect to take to redress a
complaint. Also called expected compliance time
SLP: Service Level
Performance
The actual performance against SLG, called compliance within time. SLP=
Number of complaints within SLG/Total number of complaints with defined
SLG
SLE: Service Level
Expectation
The average time a customer can tolerate to get his complaint redressed
ATAT: Actual
Turnaround Time
Time taken by JUSCO service departments to resolve a particular customer
complaint
CG: Capability
Gap
Inability of JUSCO services to promise a service level that matches
customer expectation. Capability Gap = SLG-SLE
SG: Service Gap Gap between ATAT and SLG, also called compliance beyond time. Service
Gap = ATAT-SLG
QG: Quality Gap Sum total of capability gap and service gap. Quality Gap = ATAT-SLE
Source: Jusco Sahyog Kendra, January 2006.
Surat Municipal Corporation
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13 Literature Review of Consumer Grievance Redressal Facilities
T E R I Report No. 2009IA01
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Table 2.2: Categorization of Complaints by SMCWHITE CARD(For Public Health related complaints)
To be cleared within 24 hours To be cleared within 48 hours
o Disposal of carcasses
o Leakage of 0.5 water lines
o Disposal of garbage
o Leakage of public standpost
o Sweeping
o Cleaning public toilets
o Spraying of insecticides
o Overflow of cesspools
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14 Framework for Effective Consumer Grievance Redressal System
T E R I Report No. 2009IA01
o Mixing of drainage with water line
o Shortage of chlorinated water line
o Stale food control
o Rodent work
RED CARD(For Engineering Works related complaints)
To be cleared within 1 day To be cleared within 3 days
o Repair of street lights
To be cleared within 7 days
o Change of drainage covers
o Fallen light poles
o Fallen trees
o Repairing roads
o Lifting of debris from building
material
o New water/drainage
connection
o Footpaths repair
o Encroachments
o Repair of hand
pumps/standposts
Source: Second Thematic Training Course (1-30 November 2001), United Nations Centre
for Regional Development (UNCRD), Nagoya, Japan.
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T E R I Report No. 2009IA01
CHAPTER 3 Consumer Grievance Redressal in Electricity
Sector
Provision under the Electricity Act, 2003272@$H
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T E R I Report No. 2009IA01
CHAPTER 4 Review of Existing Redressal System in Cities2
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Figure 4.2: Automatic escalation of complaints based on hierarchy at MCF
Source: Based on discussions with MCF
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TERIs observations on CGRS at MCF
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Mysore City Corporation
Best Practices from BBMP
A robust IT enabled grievance redressal system capturingcomplaints and general enquiries in detail in-built with powerfulcomplaint analysis and reporting tools.
Voice recording of all the information from complainant. Thepurpose of voice recording is extremely useful as the same can beimmediately forwarded to BBMP officials who would know the exactdetails of the complaint
Easy access to citizen through a range of touch points - 24x7helpline, sms, online CGRS, post etc.
Proactive initiative of BBMP of scanning leading dailies forcomplaints
A structured call center with separate representatives handlinginbound and outbound calls, supervised by BBMP officials.
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Figure 4.4: SMS integrated CGRS at Mysore City Corporation
Source: Based on information given by Mysore City Corporation
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CHAPTER 5 Model Framework for CGRS
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Complaint Registration Form (Online/Walk-in/Phone)
Acknowledgement Receipt
Name of the consumerAddressPhone NumberPin-code
Ward
Zone
Grievance Category
Grievance Sub-category
Grievance Registration Date
Are you making complaint for the first time? Yes/No
SUBMIT
Complaint Registration Number
Complaint Registration Date
Complaint Registration Time
Name of the concerned official
Complaint Registration Time
The system should generate
Stipulated time for complaint resolution
Name of the concerned official to whomcomplaint is allocated and his contactnumber
Complaint Registration Number
It should be automatically displayed
2
Option for print out
The Call centre executive willcommunicate the details
Online
Phone
Walk-in The official handling the complaintdesk should provide the hard copy ofthe receipt
PhoneThe call centre executivewill fill in the information
OnlineThe citizen himself will fill inthe information
Walk-inThe person handling thecomplaint desk will fill in theinformation
1
These are ma ed to in-code and automaticall enerated
First interface between citizen and the municipal corporation
The options should be available in a drop down menu
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Complaint Registration Form (Online/Walk-in/Phone)
SMS sent toofficial
Information available through Intranet to
concerned official
Name of the complainant
Address, Pin-code
Ward, Zone
Grievance category and sub-category
Grievance registration date and time
Stipulated time for resolution
To be updated by official
3
Field workers information:Name: Employee ID:Contact number:
Complaint Registration No.
Complainants Name, Address andcontact details
Stipulated resolution time
Grievance category
Redressal process: Flow of information within Municipal Corporation
PendingClosedIn process
Reasons/Comments
Remarks
Name of the consumerAddress
Phone NumberPin-code
Ward
Zone
Grievance Category
Grievance Sub-category
Grievance Registration Date
Are you making complaint for the first time? Yes/No
SUBMIT
Complaint Registration Time
The system should generate
Stipulated time for complaint resolution
Name of the concerned official to whomcomplaint is allocated and his contactnumber
Complaint Registration Number
It should be automatically displayed
PhoneThe call centre executivewill fill in the information
OnlineThe citizen himself will fill inthe information
Walk-inThe person handling thecomplaint desk will fill in theinformation
1
These are ma ed to in-code and automaticall enerated
The options should be available in a drop down menu
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Information available through Intranet toconcerned official
Field Worker
Centralized Call Centre
Name of the complainant
Address, Pin-code
Ward, Zone
Grievance category and sub-category
Grievance registration date and time
Stipulated time for resolution
Field workers information:Name: Employee ID:Contact number:
In process Closed Pending
Remarks Reasons/comments
3
Complaint not closed at the call centre will beupdated as in process in the officials system
4
The official allocates a complaint to a particularfield worker
5
If the problem is rectified (Yes/No)
Status as in process in thecall centre database withremarks by official
Is the stipulated time over? (Yes/ No)
The executive should call the complainant to apologizefor the inconvenience and update him about the status(remarks by official)
YesNo
The executive can update the complainantabout resolution stage (remarks by official) incase he calls up
Time
Automatic escalation to higher authority as soonas stipulated time is over
Feedback
The status is automatically updatedas closed in the officials system withfeedback and time
Yes
Field worker calls up/SMS at thecall centre to update the status
No
The executive should call the complainant to seekhisfeedback
Call centre executive updates thestatus as closed
System generatestime and datewhencomplaint is closed
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Once the system records the status of the complaint as defined in the aboveframework, it is automatically updated in the online complaint tracking system aswell, to facilitate the citizens to check the online status of their complaints usingthe unique complaint registration number (see figure below).
Enter your Complaint Registration
Number
SUBMIT
Complaint Status
CLOSED
System asks to fill the feedbackform
IN PROCESS
System shows the remarks madeby the concerned official
If stipulated time is over, then a messagewill be generated to apologize forinconvenience caused to the consumer
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References
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Bibiliography
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