PCMC’s Sarathi Helpline Faces Criticism For Ignoring User Complaints
PCMC’s Sarathi Helpline Faces Criticism For Ignoring User Complaints
August 29, 2024
The Sarathi helpline of the Pimpri Chinchwad Municipal Corporation (PCMC) is proving to be ineffective, as many complaints from citizens are being closed without resolution. Residents continue to face issues like potholes, garbage piles, drainage overflow, and contaminated water, yet the helpline’s response has been disappointing.
For instance, at Laxmi Chowk in Wakad, a pothole has remained unaddressed for several days. Concerned residents reported the issue on the Sarathi portal, but the complaint was closed without any action taken to fill the pothole. This is not an isolated case; numerous other complaints regarding overflowing drains, garbage, and contaminated water have also been overlooked.
Citizens have been reporting a range of problems on the Sarathi portal, including garbage accumulation, inconsistent water supply, and drainage problems. However, these complaints are frequently dismissed without any follow-up action. The administration of the municipal corporation appears to be neglecting these concerns, resulting in rising frustration among the city’s residents.
At the same time, it is impractical for ordinary citizens, including the elderly and women, to travel to the main administrative office each time they wish to file a complaint. Addressing concerns at local field offices is also difficult. In these circumstances, a service like the Sarathi helpline is crucial. The municipal corporation has made numerous announcements about delivering a citizen-focused administration, assuring that residents can resolve their issues from home.
However, despite the advanced complaint reporting system, the authorities themselves are displaying a lack of concern in handling these complaints.
Dynamic administration exists only on paper
With the introduction of the Sarathi helpline, the municipal corporation took a significant step toward a citizen-centric and dynamic administration. Initially, after its launch, the helpline was extensively utilized by the public. Complaints from throughout the municipal area were quickly directed to the appropriate department heads and resolved efficiently. The civic body placed a strong emphasis on addressing the concerns of its citizens. Yet, it has become clear that the Sarathi helpline is now perceived as ineffective by the public.
Democracy Day initiative ended
The local government used to hold Democracy Day events on the first Monday of each month. These gatherings allowed citizens to directly voice their complaints to the appropriate officials, facilitating prompt resolutions. Officials were responsible for addressing issues in a timely manner. However, with the end of the Democracy Day initiative, authorities feel let down, while citizens are growing more frustrated and powerless due to the absence of a strong system for monitoring progress.
Citizen’s complaint
“Numerous complaints have been lodged on the Sarathi helpline of the municipal corporation. However, many of these complaints are closed within minutes, leading to skepticism about the effectiveness of reporting issues to the helpline. If the complaints remain unresolved, there should be an inquiry into the helpline, and appropriate action must be taken,” stated Roopa.Sharma, a resident of Wakad.
Official’s response
“Citizens are submitting a variety of complaints through the Sarathi helpline, which are then forwarded to the relevant department heads. A complaint should not be closed until it is fully resolved. If any complaint has been closed without resolution, it will be investigated, and strict actions will be taken against those at fault,” remarked a senior official of PCMC.
