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BMC to set up call centres to hear your grievances

Civic body has set aside Rs 50 lakh for two call centres that will improve customer relationship and provide efficient services; property tax and water bills will soon be sent via e-mail and SMS

With increasing complaints of Mumbai citizens about the terrible attitude of officials at ward offices, the Brihanmumbai Municipal Corporation (BMC) is planning to set up call centres to address issues related to water bills and property taxes. After introducing the online ‘Pothole Tracking System’, where the complaints are registered on their web portal, the civic body will establish two call centres where people can phone in and register their complaints.

In his budget speech, Municipal Commissioner, Sitaram Kunte
In his budget speech, Municipal Commissioner, Sitaram Kunte

As part of future initiatives for Property Tax, flat-wise property bills will be issued to citizens who require the same via e-mail, payment can be made at designated kiosks, and its confirmation will be sent by an SMS. Similarly, for water bills, a consolidated list of phone numbers and email addresses will be created, collected from wards that will help BMC inform the amount via SMS and send a detailed bill later.

Proposed call centres where citizens can phone in directly and register their complaints. File pics
Proposed call centres where citizens can phone in directly and register their complaints. File pics

The civic body has taken this step after continuous complaints from citizens about the arrogant attitude of many ward officers and junior engineers. A senior official, on the request of anonymity, said, “Time and again we have received grievances from citizens about ward officers. We hope these initiatives will help curb the issue.”

During the budget speech, Sitaram Kunte, Municipal Commissioner, mentioned the need for better transparency regarding problems related to payment of bills. He said, “I am proposing setting up of call centres in the year 2014-15 to improve customer relationship and provide efficient services. A provision of Rs 50 lakh will be made initially for this project.”

Rs 50 L
The budget set aside to set up two call centres

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