Nagpur: In a major initiative to make civic governance more transparent, efficient and citizen-friendly, the Nagpur Municipal Corporation (NMC) will organise a Citizens’ Grievance Redressal Day in all its zonal offices on the second and fourth Friday of every month.

The initiative has been conceptualised by Mayor Neeta Thakre and will be implemented under the guidance of Municipal Commissioner Dr. Vipin Itankar. It aims to ensure quicker resolution of civic grievances, improve public access to municipal services and strengthen direct interaction between citizens and civic officials.

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The programme has also been launched with the support of Deputy Mayor Leela Hathibed, Standing Committee Chairperson Shivani Dani-Wakhare, and Leader of the House Narendra (Balya) Borkar.

To facilitate the implementation of the initiative, Commissioner Dr. Itankar has issued a circular directing all concerned officials to conduct the grievance redressal programme regularly in their respective zones.

According to the circular, Assistant Commissioners of all zonal offices will personally hear public grievances every second and fourth Friday from 10 am to 1 pm. Separate registers will be maintained to record complaints and representations received from citizens.

Officials have been instructed to ensure immediate attention to grievances and coordinate with the concerned departments for prompt resolution. Depending on the nature of each complaint, the respective departments will be responsible for pursuing the matter until the complainant receives appropriate relief.

The Commissioner has also directed that all Assistant Commissioners and heads of concerned departments remain present during the grievance redressal sessions to facilitate on-the-spot decision-making and faster disposal of complaints.

Online grievance facility for elderly and differently abled

Recognising that senior citizens, persons with disabilities and others may not always be able to visit zonal offices, the NMC has also decided to introduce an online participation facility for the grievance redressal programme.

The Municipal Corporation’s Information Technology Department has been instructed to develop an e-Samvad (e-Dialogue) system, enabling citizens to participate virtually in the grievance hearings. Officials have also been directed to provide QR code-based access and other necessary digital facilities at all zonal offices to simplify online registration and participation.

Regular monitoring and reporting

To ensure accountability and timely disposal of grievances, the circular mandates that every Assistant Commissioner submit a regular report to the General Administration Department of the NMC.

The report will include details of all complaints received through both offline and online modes, action taken on each grievance, pending cases, and reasons for any delay in resolution. Department heads have also been instructed to ensure that complaints are addressed without unnecessary delay.

The NMC expects the initiative to strengthen public confidence in the civic administration by making municipal services more accessible, transparent and responsive while ensuring faster resolution of citizens’ day-to-day civic issues.