Consumer Grivence

7/27/2019 Consumer Grivence

1/97

July 2010Final Report

Framework for Effective Consumer GrievanceRedressal System

Prepared for

Ministry of Urban DevelopmentGovernment of India

Project Report No. 2009IA01

www. t e r i i n . o rg The Energy and Resources Institute


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ii Framework for Effective Consumer Grievance Redressal System

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T E R I Report No. 2009IA01

CONTENTS

AC K N O W L E D G E M E N T S . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . I I I

TE AM . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . V

L I S T O F AB B R E V I AT I O N S . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . VI I

C O N T E N T S . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . IX

E X E C U T I V E S U M M A RY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Project scope and methodology ............................................ ............................................... 1Literature review of grievance redressal systems in Municipal Corporations ...................... 2Review of existing CGRS in selected cities (Ahmedabad & Raipur).................................... 3Drawing lessons for CGRS in Other Cities............................................ ............................... 5Recommendations....................................... .................................................. ....................... 6Model Framework ................................................ .................................................. ............... 8

C H A P T E R 1 IN T R O D U C T I O N . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . 15

Consumer Grievance Redressal System: An Overview ............................................ ............. 15E-governance and CGRS ............................................ .................................................. ..... 17

C H A P T E R 2: L I T E R AT U R E R E V I E W O F C O N S U M E R G R I E VA N C E R E D R E S S A LF A C I L I T I E S I N C I T I E S . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . 21

Jamshedpur Utilities and Services Company Limited ........................................... ............. 22Surat Municipal Corporation ................................................ ............................................... 24Public Grievance Redressal System in Karnataka................................................ ............. 26Andhra Pradesh State Housing Corporation Limited ............................................ ............. 27

C H A P T E R 3 C O N S U M E R G R I E VA N C E R E D R E S S A L I N E L E C T R I C I T Y S E C TO R . . . . .. . . . .. 29 Provision under the Electricity Act, 2003............. .................................................. ............. 29Case study: Delhi......................... .................................................. ..................................... 29Complaint handling and grievance redressal procedure in NDPL...................................... 31

C H A P T E R 4 R E V I E W O F E X I S T I N G R E D R E S S A L S Y S T E M I N C I T I E S . . . . . . . . . . . . . . . . . . . . . . . 37

Ahmedabad Municipal Corporation (AMC) ................................................ ............................. 37TERIs observations..................................................... .................................................. ..... 43Recommendations....................................... .................................................. ..................... 44

Raipur Municipal Corporation .......................................... .................................................. ..... 46TERIs observations..................................................... .................................................. ..... 49Recommendations....................................... .................................................. ..................... 52

Municipal Corporation of Faridabad (MCF)................................................................ ............. 54TERIs observations on CGRS at MCF ......................................... ..................................... 57

Bruhat Bengaluru Mahanagara Palike ............................................... ..................................... 58Consumer Grievance Redressal System (CGRS) at BBMP ......................................... ..... 58TERIs observations on CGRS at BBMP....................................... ..................................... 61Observations of CIVIC on the working of CGRS in BBMP.................... ............................. 62

Mysore City Corporation .................................................. .................................................. ..... 63


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PGR system in Mysore ................................................ .................................................. ..... 63

C H A P T E R 5 MO D E L F R A M E W O R K F O R CGRS . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . 67

Avenues ........................................... .................................................. ..................................... 67Complaint Redressal Process.................................. .................................................. ............. 68

A. Complaint Recording............... .................................................. ..................................... 68

B. Complaint Resolution .............................................. .................................................. ..... 71C. Monitoring, Reporting and Complaint Analysis ......................................... ..................... 73

Feedback ......................................... .................................................. ..................................... 74Pre-requisites for the effective implementation of the model framework................................ 79

R E F E R E N C E S . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 83

B I B I L I O G R A P H Y . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . 85

AP P E N D I X I . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . 87

List of Boxes & TablesBox 1.1 : Key recommendations for Ahmedabad........................................... ............................... 7Box 1.2 : Key recommendations for Raipur............................................ ....................................... 7Table 2.1 : JUSCOs Service Level Indicators................................................ ............................. 24Table 2.2 : Categorization of Complaints by SMC.................................................. ..................... 25Box 4.1 Best Practices from BBMP ............................................... ............................................. 63

List of Figures

Figure 1.1 Benefits of a Consumer Grievance Redressal System................................ ............. 17Figure 1.2 CGRS: General Structure Flow............................................ ..................................... 20Figure 3.1 Structure of Grievance redressal process in Delhis Electricity Sector ..................... 30Figure 4.1 The Online complaint registration form of AMC ........................................... ............. 38Figure 4.2 : Automatic escalation of complaints based on hierarchy at MCF ............................. 56Figure 4.3 : Automatic escalation of health related complaints based on hierarchy at BBMP.... 61Figure 4.4 : SMS integrated CGRS at Mysore City Corporation............................................ ..... 66Figure 5.1: Components of Grievance redressal Mechanism..... ............................................... 67Figure 5.2: Online grievance registration system at BBMP .................................................. ..... 69


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Appendix I

S No Person Met Organization

1 Mr Dilip Mahajan, Deputy MunicipalCommissioner

Ahmedabad Municipal Corporation (AMC)

2 Mr I P Gautam, Municipal Commissioner Ahmedabad Municipal Corporation (AMC)

3 Mr Yatinder Nayak, HOD, IT Ahmedabad Municipal Corporation (AMC)

4 Mr Vipul Patel, Assistant Manager Ahmedabad Municipal Corporation (AMC)

5 Mr P K Ghosh, Managing Trustee Consumer Education & Research Centre

6 Pritee Shah, Senior Director Consumer Education & Research Centre

7 Prof. H. M Shivanand Swamy, Professor &Associate Director

Centre for Environmental Planning and Technology (CEPT),Ahmedabad

8 Ms Gauri Kumar, Principal Secretary Urban Development Gujarat

9 Ms Trupti Jain, Executive Director, City Managers Association Gujarat

10 Mr Rajendra Joshi, Saath (NGO)

11 Mr Subir Singh Hari, Principal Secretary Urban Development Department, Karnataka

12 Mr S M Sonnad, Deputy Secretary Urban Development Department, Karnataka

13 Mr Ziaullah , Joint Director (Reforms), Municipal Reforms Cell

14 Mrs Sapna N, Director, CMAK City Managers Association, Karnataka (CMAK)

15 Mr Pramod Goni Janaagraha Centre for Citizenship and Democracy, Bengaluru

16 Mr R Shivakumar, PRO Bruhat Bengaluru Mahanagara Palike (BBMP)

17 Mr Natraj, CFO Bruhat Bengaluru Mahanagara Palike (BBMP)

18 Mr Harish Kumar, Program coordinator CIVIC Bengaluru

19 Mrs Chamaraj CIVIC Bengaluru

20 Raykar. K.S, Commissioner Mysore City Corporation

22 Mr Sivram Sistla, Head IMIS JUSCO

23 Mr Alok Chandrawanshi Raipur Municipal Corporation

24 Mr Dinesh Jain Raipur Municipal Corporation

25 Mr Pravin Jain, Vice Chairman

26 Shri Sanjay Shukla , Commissioner Urban Administration and Development, Chhattisgarh

27 M S il K Sh A i t t S t D lhi El t i it R l t C i i

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