Gurgaon: MCG will now seek direct confirmation from complainants before treating civic complaints received through X as resolved. Officials will be required to speak to residents, obtain a formal satisfaction letter and, where possible, retain recordings of the feedback calls, sources said.The move follows Haryana chief minister Nayab Singh Saini’s Oct 2 review of civic grievances in the city, during which the govt found instances where complaints marked as disposed of in official records remained unresolved on the ground.Following the review, MCG held a meeting chaired by commissioner Pradeep Dahiya to strengthen the verification process, an MCG official said. “For complaints received through X, the concerned joint commissioner, sanitary inspectors or assistant sanitary inspectors will have to speak to the complainant, ascertain whether the action taken has actually satisfied the resident and obtain a satisfaction letter in the prescribed format,” the official said, requesting anonymity.The civic body has prepared a format for the satisfaction letter. Officials also discussed retaining audio recordings of feedback calls as much as possible. In addition, a separate team from the commissioner’s office will independently contact complainants to verify the action taken. This will provide a second level of verification, rather than leaving the official who marked a complaint as resolved as the sole authority to confirm its closure.Residents frequently use X to flag garbage, sewerage, sanitation and other civic problems after claiming they have not received satisfactory action through routine channels. During the Oct 2 review, it was noted that the CM’s office had independently contacted complainants and compared their responses with the status reported by officials.In some cases, complaints shown as resolved were found to persist on the ground. Following the review, MCG suspended a junior engineer and issued show-cause notices to two others after sewerage complaints marked as “resolved” on the e-Samadhan portal were found to be continuing on the ground.The meeting also discussed an accountability measure for garbage vulnerable points (GVPs) under the GVP Mukt Abhiyan. Once a GVP is cleared, the concerned joint commissioner will be personally responsible for ensuring that garbage does not reaccumulate at the site. MCG had launched the GVP-free city campaign from Oct 2 to 11, targeting 21 garbage-sensitive points across Gurgaon for cleaning and improvement.
