CNN Citizen

Citizens can lodge complaints through a call center, website or by visiting a ward offices. At call center or ward office, an operator registers a complaint within the system with all necessary details. A complainant can lodge single or multiple complaints during a single call. In all cases, the complainant is given a complaint acknowledgement number.

Once a complaint is registered within the system, it is assigned to a concerned area officer dealing with the reported problem. The system automatically sends an SMS to officer alerting him on the complaint for taking required actions. The officer calls the complainant, if necessary, to seek specific details.

The officer is expected to resolve the complaint within a specified period of time. Once a complaint is resolved, the officer marks the complaint as closed in the system. The citizen receives an SMS confirming the resolution of his/her complaint. If the citizen is not satisfied he/she can request to re-open the complaint, which is then escalated to higher authority.