Status of BBMP Janaspandana and CIVIC Recommendations

CIVIC Bangalore write a letter to BBMP Commissioner about Status of BBMP Janaspandana and CIVIC Recommendations.

29th September 2010
The Commissioner
Bruhath Bengaluru Mahanagara Palike
NR Square, Bengaluru 560001

Sir,

REQUEST: To create a transparent and accountable Citizen Grievance Redressal system in BBMP consisting of online, telephone, messaging, paper form and Janaspandana’s up to ward level.

Reference: BBMP circular dated 21.04.2010 directing AEEs to conduct Janaspandana meetings in every ward (Enclosed herewith for reference).

We are a non-profit organization working with citizens of Bangalore since 1992 on issues of urban governance. CIVIC provides a platform to government and citizen to interact and find solutions through positive dialogue.

We draw your attention to the above-referred circular where BBMP has initiated the much needed citizen grievance rederssal at ward level in the form of Janaspandana. However we learn from the answers provided by the BBMP Sub Division/Zone Offices under RTI (copy of application enclosed for reference) that Janaspanda’s are not being held as per the direction given in the circular. We reproduce the replies (Each copy enclosed for reference) as under:

While the intension is noble and mandatory, non-implementation of the directions in the circular is defeating the very purpose.

Our request:

1. The newly created ‘Grievance Redressal Cell’ in BBMP with Deputy Commissioner in charge be held accountable to Citizen Grievance Redressal system in BBMP, its design and implementation at all levels (Ward, Zone and Head Office) in all five modes (online, telephone, messaging, paper form and Janaspandana’s).
2. There be an exclusive Citizen Grievance Redressal Desk at every BBMP ward office with a dedicated personnel to receive and acknowledge each complaint in any five modes.
3. There be one officer held responsible/accountable to each complaint.
4. There be a timeline established for each complaint and published.
5. There be a transparent (visible to all) online mechanism to track each complaint from all levels.
6. There be a mechanism/option for the complainant to upload status of complaint in the form of pictures/movies.
7. That status of each complaint be discussed in Janaspanda, openly.

We enclose a draft policy document ‘Framework for effective consumer grievance redressal system’ prepared for Ministry of Urban Development which throws light on the mechanism in detail for reference.

We look forward to your cooperation and necessary action.

Faithfully