Grievance Redressal

Mechanism

DCO, OFFICE LAHORE Dated : June 11, 2014

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

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

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

CELL aims to redress the grievances of General Public of Lahore City with

regards to City District Government Lahore

VISION

ZIMADAR SHEHRI CELL

Service Delivery

FUNCTIONS

24 hours / Seven days

Zimmedar Shehri

COMPLAINT CELL

DCO, OFFICE LAHORE Dated : June 10, 2014

Web Portal was established by CDGL and PITB.

ESTABLISHMENT OF PORTAL

www.ecrs.punjab.gov.pk

Administrative rights of the portal are with DCO Office,

Lahore.

FUNCTIONS

OPERATION

Allotment of login names / Password to the relevant officers for

the retrieval / redressal of complaints.

FUNCTIONS

OPERATION

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

0800-02345

FUNCTIONS

Registration of complaints through

Toll Free Number

OPERATION

Allotment of Tracking Number to

the Complainant.

FUNCTIONS

OPERATION

Retrieval / Redressal of Complaints

by the concerned Department

through their respective logins

within prescribed time.

FUNCTIONS

OPERATION

Follow-up of Complaints

from DCO Office.

FUNCTIONS

OPERATION

Feedback to the complaints for

their satisfaction and to ensure

the action taken against the

complaints.

FUNCTIONS

OPERATION

Report Generation for Higher

Authorities.

FUNCTIONS

OPERATION

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

PRESENT STATUS

TOWNWISE COMPLAINTS

STATUS OF COMPLAINTS

PUBLIC CALLS DATA 01.07.13 till date

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

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

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

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

Chief Secretary’s Petition Cell

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.

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 %

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

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

STATUS OF COMPLAINTS COMPLAINTS REGISTERED SINCE

01.07.13 TILL DATE

STATUS OF COMPLAINTS 01.07.13 till date

IQBAL TOWN

STATUS OF COMPLAINTS 01.07.13 till date NISHTAR TOWN

STATUS OF COMPLAINTS 01.07.13 till date

DATA GUNJ BUKHSH TOWN

STATUS OF COMPLAINTS 01.07.13 till date GULBERG TOWN

STATUS OF COMPLAINTS 01.07.13 till date SHALIMAR TOWN

STATUS OF COMPLAINTS 01.07.13 till date SAMANABAD TOWN

STATUS OF COMPLAINTS 01.07.13 till date AZIZ BHATTI TOWN

STATUS OF COMPLAINTS 01.07.13 till date WAHGA TOWN

STATUS OF COMPLAINTS 01.07.13 till date RAVI TOWN

STATUS OF COMPLAINTS 01.07.13 till date CANTT