| • Citizen lodges a complaint through portal, letters, Telephone, personal visit or directly at the Chowky. |
| • All Complaints received to be routed through Enterprise Portal. |
| • Based on the Complaint type the Complaints will get forwarded to the concerned Head of the respective department of the ward. |
| • In case if the Complaint type is not known (Complaint type - Others), these Complaints will be forwarded to the Complaint Officer, who in turn will forward it to the concerned departments / central agencies / other agencies. |
| • HOD in turn will assign the complaint to respective concern person (SE/ JE/ DA) for further action. |
| • Only H.O. made available in ward drop-down in case of complaint type selection is Retired Employees Complaints. |
| • Footer current date and current time added on Complaints acknowledgement. |
| • After registration of complaint, estimated date of complaint resolution will be displayed based on level of escalation time period and where escalation matrix is not available into system, it is not shown. |
| • “Action Taken” Button added on Preview page in my work list change form. |
| • With respect to complaint type and sub-type, action taken reasons will be shown when clicked on “Action Taken” Button. |
| • Without action taken submission “Closed”, “Not related to MCGM”, “Incomplete |
Information” status will not be available both at header and item levels.
| • Multiple reasons of actions selection can be done against single complaint. |
| • When the application is opened through “Change form”, “Submit” button will be displayed only before submission of “Action Taken” reasons. Also note that higher officials only has the authorization to do make changes in complaint application form so the submit button will be available as per authorization. |
| • If action taken reasons submission is pending, any changes like complaint type, sub-type, ward etc are allowed under authorized user login. |
| • Once action taken submitted, submit button will not be available in change form. |
| • Check complaint status will display action taken selected and submitted by employee at the time of redressing the complaint, in addition to existing output. |
| • Department remark removed from “Check complaint status”. |
| • Selected Action taken saved under “Remarks for citizen” option available in My Worklist General tab. |
| • Action taken is only stored under “Remarks for citizen" and its log is maintained under “Remarks Log”. |
| • Complaint acknowledgement page no.2 will contains, the action taken details against “Action Taken Reason”. |
| • Reports will continue to show legacy complaints registered under complaint type |
“ Miscellaneous Complaints and इतर तक्रारी” or sub-types “OTHERS* and इतर*”
| • Escalation matrix is made available to anonymous users to make the system more citizen centric and minimize RTIs. |
| • Complaints will not be escalated where escalation matrix doesn’t exist in the system as not received from MCGM. |
| • Complaints image upload option facility made available on preview page while registration and while closing. Action taken image uploaded by employee will be visible through complaint check status. |
| • Image uploaded will be saved and viewable through My worklist Attachments tab. |
| • If attended but not resolved within the escalation matrix timeline, complaint is escalated to next level along with reasons. |
| • Based on the timelines, if a complaint is not attended / closed, the same will be escalated to further levels. |
| • If even after escalation, the complaint is not resolved a necessary action will be taken to resolve the complaint by the competent authority and disciplinary action will be taken if required. |
| • SMS for citizen will be triggered for all complaints. (if mobile number provided by citizen at the time of registration of complaint) |
| • Mobile number and title, first name and last name are made mandatory in application form of complaints (Mobile application). |
| • First name, middle or last name are made mandatory for Health + Covid-19 complaints which are registered from MCGM Employee login. |
| • Complaints registered with combination of Complaint type “Health” + Complaint sub-type “COVID-19” + Clinical + General queries 1 or 2 will be marked to respective ward MOH & DEHO-PHD-02 by assigning business partner against complaint transaction id. |
| • Email and SMS will be sent to MOH (Email id: respective ward MOH’s email id) & DEHO (Email id: aho01gngs.phd@mcgm.gov.in) |
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