GURGAON: Two official grievance portals meant to help residents report damaged roads and potholes are revealing a troubling picture of civic failure.According to the data of road-related grievances on the complaint handling system (CHS) portal, such complaints pending on March 5 stood at 6,183 across various municipal divisions of the city. Over the following two weeks, MCG officials reported closing 1,253 complaints. However, instead of reducing the backlog, the number of unresolved cases rose to 6,544 by March 19.The data indicate that new complaints are being registered at a pace faster than they are being addressed. A separate dataset tracking complaints through the “Mhari Sadak” grievance platform reflects a similar pattern.As per the road-related complaints of CHS portal, in division 1A covering wards 9, 10, 16 and 17 of the city, 1,130 complaints were pending as on March 5, of which 276 were resolved, bringing the pendency down to 954 complaints as on March 19.In division 1B, which includes wards 11, 14, 15 and 18, 814 complaints were pending earlier on March 5, and 133 were subsequently closed, but the pendency now stands at 803 complaints.In division 2A (wards 5, 6, 33 and 34), 440 complaints were pending on March 5, but despite 83 complaints being resolved, the pendency has risen to 582 complaints as of March 19.Similarly, division 2B, covering wards 7, 8, 28, 29, 30 and 32, had 1,008 complaints pending earlier; even though 270 complaints were disposed of, the pendency has increased to 1,314 complaints.Division 3A, which includes wards 1, 2, 3, 4, 12 and 13, recorded 1,177 complaints pending on March 5, and after 213 complaints were resolved, the pendency currently stands at 1,216 complaints.In division 3B (wards 27, 31, 35 and 36), 202 complaints were pending earlier, and after 136 were closed, 207 complaints remain pending.MCG commissioner Pradeep Dahiya told TOI the pendency of road-related complaints on CHS and Mhari Sadak will be reduced in the next two months.“Our road repairs and recarpeting works started in Jan. I am certain that the pendency will be reduced significantly in two months. Moreover, major road infrastructure development will be done by Dec-end,” Dahiya said. Meanwhile, as of March 5, 1,600 complaints had been recorded on Mhari Sadak, with 1,090 cases (around 68%) still pending. By March 19, the number of complaints rose to 1,780, with 1,015 still unresolved. While the pendency rate dropped from 68% to about 57%, the actual number of pending cases remains high. On Mhari Sadak, as on March 19, division 4B covering wards 23, 24, 25 and 26 recorded the highest pendency among all divisions.The division has 163 complaints pending out of 193, resulting in a pendency rate of 84.5%, indicating that the majority of complaints in the area remain unresolved.On the other hand, division 3B, which includes wards 27, 31, 35 and 36, reported the lowest pendency, with 84 complaints pending out of 253, translating to a pendency rate of 33.2%. This makes division 3B the best-performing division in terms of complaint disposal under the Mhari Sadak platform during the review period.However, division 2B, which covers wards 7, 8, 28, 29, 30 and 32, has recorded the highest number of total complaints among all divisions on Mhari Sadak portal, with 305 complaints registered, of which 152 remain pending.On the other hand, the lowest number of total complaints has been reported from division 2A, covering wards 5, 6, 33 and 34, where 91 complaints were registered, with 40 complaints still pending on the portal.
