Centralised Grievance Redressal Cell popularly known as “Neer Nirmal Seva” is centralized contact point for easier access to PHED’s scheme/service related information and providing platform to citizens for registering their grievance/feedback. This also provides control to PHED for online monitoring the grievance redress procedure from end-to-end
The system captures grievances through online mode as well as through comprehensive tele functionalities (both manual and IVR). The call centre is the primary channel for capturing grievances and feedback from citizens. It is a 9 X 6 service platform.
The process for grievance registration, forwarding and closure is described below –