Residents of South and West Delhi can expect effective complaint redressal this monsoon. The South Delhi Municipal Corporation (SDMC) has been training its employees on public relations (PR) skills to deal effectively with the complainants. More than 250 employees have been trained so far. These employees will be deputed randomly in the control rooms of the South Delhi Corporation where they will be dealing with the complaints of locals and ensure their redressal. The civic body has four control rooms in each of the four administrative zones. On normal days, the control rooms receive 350 to 400 complaints everyday, which exceeds to over 1,000 complaints during the monsoon.
According to officials, the training session aims at developing good communicative skills among the control room employees. During the training session, they have been given training as to how to deal with complaints and pass on the same to departments concerned. At the same time, they have to ensure complainant’s satisfaction by guiding them to approach the appropriate officials or departments for redressal of their grievance. “Besides communicative skills, the control room operators will be detailed on the territory, infrastructure and services of the civic body so as to minimise any confusion and misinformation. If a complaint relates to some other agency, the complainants will be guided accordingly as also the complaint will be forwarded to the concerned body,” said Mukesh Yadav, Director (Press and Information), South Delhi Municipal Corporation.
Officials said the control room staff will be provided with the contact details of officials in departments like PWD, DDA, CPWD, Delhi Jal Board (DJB) and Irrigation and Flood Control Department. While a majority of complaints during monsoon relates to waterlogging and choked drains, it is the responsibility of the road owning agency to address the problems. The South Delhi Municipal Corporation has 1,464 drains that measure less than four-feet while there are 395 drains measuring more than 4-feet that belong to the PWD and Irrigation and Flood Control Department.
Meanwhile, Mayor of South Delhi Corporation Khushi Ram on Monday held a coordination meeting with PWD and Delhi Traffic Police, to review the preparedness for the monsoon. The stakeholders have been asked to ensure there is no waterlogging on roads and thus, minimum inconvenience to the people.