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Grievance Redressal
Mechanism
DCO, OFFICE LAHORE Dated : June 11, 2014
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SEQUENCE OF PRESENTATION
• Complaint Cells in City District Government Lahore
• Legal Provision
• Vision
• Functions
• Complaint System Operational In City District Government Lahore • Zimmedar Shehri Help Line
• Chief Secretary’s Petition Cell
• One Window Cell
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LEGAL PROVISION
Under Section 188 of the PLGO 2001, every District
Government, Tehsil Municipal Administration, Town
Municipal Administration and Union Administration shall set
up a Complaint Cell for the redressal of grievances within
the ambit of their responsibilities under the Ordinance.
COMPLAINT CELL
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City District Government, Lahore launched COMPLAINT
CELL IN DCO OFFICE, District Court Lahore to facilitate the
general public of District Lahore. In this respect, ZIMADAR
SHEHRI CELL was established by the orders of the DCO,
Lahore.
COMPLAINT CELL
VISION
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CELL aims to redress the grievances of General Public of Lahore City with
regards to City District Government Lahore
VISION
ZIMADAR SHEHRI CELL
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Service Delivery
FUNCTIONS
24 hours / Seven days
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Zimmedar Shehri
COMPLAINT CELL
DCO, OFFICE LAHORE Dated : June 10, 2014
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Web Portal was established by CDGL and PITB.
ESTABLISHMENT OF PORTAL
www.ecrs.punjab.gov.pk
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Administrative rights of the portal are with DCO Office,
Lahore.
FUNCTIONS
OPERATION
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Allotment of login names / Password to the relevant officers for
the retrieval / redressal of complaints.
FUNCTIONS
OPERATION
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MAIN COMPLAINT TYPES
FUNCTIONS
• Dengue Complaints.
• Cattle Eviction. • Registry. • Poor condition Buildings. • Polio Vaccination. • Measles. • Gastro. • Marriage Functions. • Sheesha Café. • Illegal Slaughter Houses. • Essential Commodities. • Environment Pollution.
• Hospitals. • Sunday Bazars. • Wall Chalking. • Gutka. • Electricity Theft. • Water Theft.
• Encroachments.
• Swimming at critical points. • Fire Emergency. •Explosive Material. • Sale of Sacrificial Animals. • Banner Removing. • Narcotics / Substandard Drugs. • Patch Work. • Ramzan Bazars. • Solid Waste Heaps. • Sewerage Blockage. • Hoardings.
OPERATION
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0800-02345
FUNCTIONS
Registration of complaints through
Toll Free Number
OPERATION
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Allotment of Tracking Number to
the Complainant.
FUNCTIONS
OPERATION
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Retrieval / Redressal of Complaints
by the concerned Department
through their respective logins
within prescribed time.
FUNCTIONS
OPERATION
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Follow-up of Complaints
from DCO Office.
FUNCTIONS
OPERATION
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Feedback to the complaints for
their satisfaction and to ensure
the action taken against the
complaints.
FUNCTIONS
OPERATION
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Report Generation for Higher
Authorities.
FUNCTIONS
OPERATION
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Follow Up From Towns / Officers
Feedback From Complainants
Officer Officer Officer Officer
Officer Officer Officer
Call Registration
Center
Toll Free 0800-02345
OPERATIONAL VIEW
DCO Office
COMPLAINT LODGING
Officer
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PRESENT STATUS
TOWNWISE COMPLAINTS
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STATUS OF COMPLAINTS
PUBLIC CALLS DATA 01.07.13 till date
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Total complaints registered = 3354
Resolved by CDGL = 3087
Still Pending = 267
RESOLUTION OF COMPLAINTS
STATUS OF COMPLAINTS 01.07.13 till date
3354 3087
267 Progress
Total Complaints
Resolved
Pending
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TOWNWISE RESOLUTION
STATUS OF COMPLAINTS 01.07.13 till date
TOWN TOTAL RESOLVED PENDING %AGE
Wahga 104 72 32 69.2
Iqbal 905 866 39 95.6
Samanabad 395 386 9 97.7
Ravi 254 228 26 89.7
Shalimar 181 153 28 84.5
Nishtar 287 279 8 97.2
Gulberg 392 375 17 95.6
Aziz Bhatti 260 241 19 92.6
DGBT 387 335 52 86.5
Cantt. 120 117 3 97.5
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PROMINENT COMPLAINTS RESOLUTION
(General Complaints)
STATUS OF COMPLAINTS 01.07.13 till date
CATEGORY TOTAL RESOLVED PENDING %AGE
Dengue Complaints 1588 1568 20 98.7
Cattle Eviction 394 370 24 93.9
Essential Commodities 951 915 36 96.2
Polio Vaccination 141 109 32 77.3
Environment Pollution 89 24 65 26.9
Illegal Slaughter Houses 49 39 10 79.5
Encroachments 29 19 10 65.5
Registry 20 17 3 85.0
Poor Condition Buildings 9 5 4 55.5
Total 3270 3066 204 93.7
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PROMINENT COMPLAINTS RESOLUTION
PRICE CONTROL ON ESSENTIAL COMMODOTIES
STATUS OF COMPLAINTS 01.07.13 till date
CATEGORY TOTAL RESOLVED PENDING %AGE
Price Control Essential
Commodities 886 883 03 99.7
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Chief Secretary’s Petition Cell
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Chief Secretary’s Petition Cell
• This cell was initiated by Chief Secretary Punjab in 2008 to redress the grievances of general public . Each district was directed to form a cell to received the complaints and provides feedback to Chief Secretary Punjab.
• Complaints are received through Chief Secretary Petition Cell dashboard.
• Complaint downloaded from dashboard are then forwarded to the concerned department / office for early redressal / disposal.
• Reply / feedback / action taken when received form concerned department are then uploaded on Chief Secretary Petition Cell dashboard for information of Worthy Chief Secretary Punjab.
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TYPE OF MAJOR COMPLAINTS • Property / Revenue Matters
• Health / Cleanliness
• Environment
• Posting / Transfer / Inquiries
• Financial Assistance
• Patch Work
• Street Light
• Encroachment
SR.# Description Total 1 Total No. of Complaints Received 2410
2 Total No. of Complaints Resolved 2226
3 Total No. of Complaints under Process 184
4 Efficiency 92 %
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ONE WINDOW CELL One window Cell Established in January 2014 in Office of District Coordination Officer Lahore for providing the effective feedback / redressal at one window.
Case
Disposed off
Complainant at One
Window Cell
Document Scanning
and Stamping
Forwarded to
Concerned Dept. via
email and Postage
Follow up from
Concerned Dept
Feedback from
Complainant
If Negative Feedback
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ONE WINDOW CELL
One window Cell Established in January 2014 in Office of District Coordination Officer Lahore for providing the effective feedback / redressal at one window.
• Total No. of Complaints :: 728
• Cases / Complaints Disposed off :: 202
• Under Process :: 525
• Under Process Cases/ Complaints are being reviewed by the Higher Authorities and Most of the Cases are found related to Revenue Matters, under litigation, Transfer Posting Cases etc
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STATUS OF COMPLAINTS COMPLAINTS REGISTERED SINCE
01.07.13 TILL DATE
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STATUS OF COMPLAINTS 01.07.13 till date
IQBAL TOWN
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STATUS OF COMPLAINTS 01.07.13 till date NISHTAR TOWN
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STATUS OF COMPLAINTS 01.07.13 till date
DATA GUNJ BUKHSH TOWN
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STATUS OF COMPLAINTS 01.07.13 till date GULBERG TOWN
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STATUS OF COMPLAINTS 01.07.13 till date SHALIMAR TOWN
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STATUS OF COMPLAINTS 01.07.13 till date SAMANABAD TOWN
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STATUS OF COMPLAINTS 01.07.13 till date AZIZ BHATTI TOWN
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STATUS OF COMPLAINTS 01.07.13 till date WAHGA TOWN
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STATUS OF COMPLAINTS 01.07.13 till date RAVI TOWN
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STATUS OF COMPLAINTS 01.07.13 till date CANTT