Teri Cgr Report

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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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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


CHAPTER1 Introduction

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3 Introduction


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Figure 1.1 Benefits of a Consumer Grievance Redressal System

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5 Introduction


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7 Introduction


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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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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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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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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CHAPTER 3 Consumer Grievance Redressal in Electricity

Sector

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19 Consumer Grievance Redressal in Electricity Sector


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CHAPTER 4 Review of Existing Redressal System in Cities2

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27 City visits


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31 City visits


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35 City visits


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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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39 City visits


TERIs observations on CGRS at MCF

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43 City visits


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Box 4.1

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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45 City visits


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47 City visits


Figure 4.4: SMS integrated CGRS at Mysore City Corporation

Source: Based on information given by Mysore City Corporation

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CGR system at Mysore CityCorporation

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CHAPTER 5 Model Framework for CGRS

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51 Model Framework for CGRS


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Source: BBMP

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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


The system should generate

Stipulated time for complaint resolution

Name of the concerned official to whomcomplaint is allocated and his contactnumber


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


67/72



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


The system should generate

Stipulated time for complaint resolution

Name of the concerned official to whomcomplaint is allocated and his contactnumber


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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