The Times of India          18.11.2013 

New Delhi Municipal Council sets up 24x7 helpline

NEW DELHI: In a bid to improve grievance redressal system in areas under its jurisdiction, New Delhi Municipal Council has started a 24x7 call centre.

The call centre, whose services will be available both in Hindi and English, will handle customer queries and complaints as well as feedback on issues in the NDMC area. The step has been taken after studying the feedback of people over a period of time, NDMC Chairperson Jalaj Srivastava said, adding, the facility is in addition to the existing online grievance redressal system. The call centre will be accessible with a four-digit number which will be released soon.

"Each call will be tagged in the Customer Relationship Management (CRM) software, and acknowledgement and responses will be made through email, phone and SMS", Srivastava said. According to Srivastava, there will be a log record of all telephone calls, mails and SMS for follow up. "If complaints are not handled in a time bound manner, citizens will have the right to approach senior officers", he said.