Citizen Call Centre: 24x7 Complaint Recieving Setup in C.M.'s Office
Trivandrum, August 26: The government is all set to start the 'Citizen Call Centre' to receieve complaints from the general public 24x7 every day except national holidays. Anyone can call 155300 to register a complaint from September 1st 2011.
CDit has created the website for online registration of the complaints. www.cmcc.kerala.gov.in is the id of the website. The UDF government has proclaimed its 100 days programme on June 2011. The programme concludes on 12th September. The activation of a call Centre was a main assuarance of the C.M. when he projected the 100 days programme.
The working of Citizen Call Centre: Call Centre operator collect the personal details of the complainant including his/her whereabouts. The details will be simultaneously entered in the online system. A docket ID will be assigned to the complainant. An acknowledgement sms and email will be sent with this docket ID to the complainant. The complaint registered by the operator will appear at the inbox of the call centre supervisor. The supervisorcan verifythe complaints and forward it to the concerned departments. The concerned department on the receipt of the complaint should examine the matter and initiate necessary action. After the action, the officer should enter the details regarding the action along with decision/reply is then intimate to call centre online. For the purpose of log in, all officers and HOds are provide with login name and password. The reply sent to call centre by the department officials will reach the inbox of the call centre. The operator can access the reply and forward it to the complainant.
Also the public can search the status of their complaintat any time. The status can be searched by giviing the docket ID.
In the first stage, the system will be applied up to the district level offices.
The time limit for furnishing reply is 10 days. If proper reply is not furnished all higher officials inthe loop will be intimated about the default action and on the completion of the 15th day since complaint is registered, C.M. will get an sms alert about the default action.
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