Trichy Corpn Relaunches WhatsApp Grievance Platform | Trichy news
Trichy: Trichy Corporation recently relaunched the WhatsApp Complaint Tracking and Recourse System to handle grievances related to civic issues. The system was launched five years ago, but its popularity eventually waned.
The civic body appointed a data entry operator who would forward the grievances to the officers concerned to resolve the complaints. Between June 1 and December 16, the 83001-13000 hotline received a total of 498 complaints of which 249 were processed.
The civic body said complaints about large projects that are long-term solutions cannot be dealt with. âComplaints about finding new roads and underground drainage connections involve a long process such as the allocation of funds and floating tenders. Only complaints that can be resolved with existing labor and machinery have been resolved, âsaid a senior company official.
About forty complaints fell outside the scope of the company. To speed up solutions, the civic body has formed dedicated teams to handle complaints and assign them to the appropriate officials and departments depending on the nature of the grievance and the location.
The mechanism has two WhatsApp groups. One is the group of the engineering department that deals with street lighting, UGD and drinking water issues, while the other was health officials, they are responsible for the litter, the threat of stray dogs. and solid waste management.
The civic body claimed that after the appointment of operators and streamlining of teams, the efficiency of the system has improved.
“Complaints resolved will be verified with complainants directly over the phone,” the official added. The civic body insisted that residents looking for long-term solutions such as new roads can submit their petition separately instead of sharing the helpline.
The helpline was first introduced by the company in December 2016 as part of the Integrated Complaints Tracking System (ICTS) to resolve civic issues. However, the platform has become inactive as residents have stopped sharing photos on the helpline as their complaints have not been resolved.