Complaint Redressal Process for Citizens in Wai - Assessment and Recommendations

May 2021

A citizen’s complaint redressal system is an important function of an urban local body and a responsibility towards its citizens. While it gives the citizens an opportunity to lodge their complaints and feedback for the services they receive, it is also an important mechanism for the municipal council to evaluate their performance and improvise it. In this regard, CWAS conducted a study of the existing complaint redressal system of Wai Municipal Council (WMC) of Maharashtra. The study included a detailed analysis of the complaint redressal process followed by different departments of WMC with a focus on the sanitation department. Based on the analysis, suggestions have been provided to strengthen the process followed to redress the complaints of all the services provided by the sanitation department.