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Training Manual
To Lodge grievance online go to Call Centre in www.ghmc.gov.in Click on Lodge your Grievance
grievance here Citizen can search details of circle & ward by clicking on locality search here
Citizen can search details of circle & ward by entering locality name and click Search
After clicking on search, details of circle & ward along with locality details can be viewed here
Select Circle
To lodge a grievance enter name, mobile number, address, email id After entering personal details select your circle here
After selecting circle select ward locality and enter landmark details here
Select Department
After selecting ward locality and entering landmark details select department to which the grievance is to be addressed
Select Complaint
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After selecting sub category select complaint as shown above After complaint selection the details of the officer concerned will be reflected in redressal to along with his phone number
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Enter detailed complaint here as shown above and click on review grievance
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After clicking on review grievance, check the details of the grievance Enter word verification and submit grievance
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This is were you will find the grievance number. this is for citizens reference to view status of his grievance
How a citizen can lodge a Grievance Thru Call Centre Register Grievance
Inform the details of the grievance to the concerned call centre executive Once the grievance is registered citizen will receive an SMS with details of the concerned officer attending the grievance
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Enter grievance number or mobile number or e-mail address and click on search
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After clicking on search a citizen can view all the grievances registered by clicking on the link as shown above
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Here is where citizen can view detailed history of the grievance registered
To collect information on already registered grievance citizen calls the call centre 155304, 1523, 23302440, 23302550, 23302660, 8790715555,
8790725555
Citizen will have to mention the grievance number or the mobile number or the e-mail id in Tracing his grievance to the call centre executive Call centre executive will inform the status of the grievance to the citizen with proper time lines if the grievance is not been addressed and will follow up with the concerned officer for faster resolution of the grievance
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All the grievances registered thru call centre or online are forwarded to the concerned officer thru SMS Officers are also out called by the call centre executive and grievance is forwarded Call centre executive does follow up of the grievance with the officer and updates the status of the grievance in grievance module Once the grievance is closed by the officer call centre executive calls the citizen and confirms about the closed grievance. if the citizen is satisfied call centre, executive updates the status in grievance module. if the citizen is not satisfied with the status of the grievance updated by the officer, call centre executive will reopen the grievance and forward grievance to the higher officer concerned
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Turn around time for all the grievances is 7 days from the date of registration of grievance For grievances related to Health & sanitation , entomology turn around time for grievance is only 2 days
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SMS : All the officers will get an SMS immediately once the grievance is registered Call : All officers will be out called by the call centre executive and updated about grievance registered in his respective circle & ward Online : All officers can login to http://210.212.212.123/ghmc/ with their respective login id & password
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All the officers can view reports. Click on abstract report tab to view reports
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Reports related to zone can be viewed by clicking on zone wise as shown above. You can drill down by clicking on the related zone till the level of circle-ward-section officer Export to excel option has also been provided at all the levels
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Reports related to a circle can be viewed by clicking on circle wise as shown above. Officers can drill down by clicking on the related circle till the level of ward-section-officer
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Reports related to wards can be viewed by clicking on ward wise as shown above. Officers can drill down to by clicking on the related ward till the level of section - officer
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Reports related to sections can be viewed by clicking on section wise as shown above, Officers can drill down to by clicking on the related section - circle - ward - officer