About Us

The CCRS (Comprehensive Complaint Redressal System) is a enterprise solution that allows Municipality/Corporation to enhance citizen satisfaction through comprehensive service management and efficient service delivery. CCRS automates entire complaint process, right from registration to closure. It also enforces service level policies to ensure the complaint gets attended within desired timeline or gets escalated to higher authorities for their attention and intervention.

Citizens can lodge complaints through a call center, website or by visiting a ward offices. At call center or ward office, an operator registers a complaint within the system with all necessary details. A complainant can lodge single or multiple complaints during a single call. In all cases, the complainant is given a complaint acknowledgement number.

Once a complaint is registered within the system, it is assigned to a concerned area officer dealing with the reported problem. The system automatically sends an SMS to officer alerting him on the complaint for taking required actions. The officer calls the complainant, if necessary, to seek specific details.

The officer is expected to resolve the complaint within a specified period of time. Once a complaint is resolved, the officer marks the complaint as closed in the system. The citizen receives an SMS confirming the resolution of his/her complaint. If the citizen is not satisfied he/she can request to re-open the complaint, which is then escalated to higher authority.

If the complaint is not resolved and closed within the specified period, the same gets escalated to higher authorities. On repeated failures to resolve the problem, it gets escalated to Dy. Commissioner.