Pothole menace: State devises common grievance redressal system
This single window system to receive complaints about potholes or bad roads has been created to ensure prompt action and to monitor and track the progress of work.
Mumbaikars can make online complaints regarding potholes or bad road conditions through a common grievance redressal system, irrespective of which agency maintains the road, the state government informed the Bombay High Court Thursday.
This single window system to receive complaints has been created to ensure prompt action and to monitor and track the progress of work. This action was taken in accordance with the earlier orders by the Bombay High Court.
Justices A S Oka and Revati Mohite Dere were hearing a suo motu (on its own) public interest litigation (PIL) regarding the condition of roads in Mumbai in which several other petitions were combined concerning the bad condition of eastern and western express highways.
“The portal http://www.voiceofcitizen.com developed by the BMC for registering online complaints regarding repair of roads and potholes will also cater to the complaints with regard to roads and potholes of other authorities along with the BMC, Mumbai Metropolitan Region Development Authority (MMRDA), Maharashtra State Road Development Corporation (MSRDC) , Maharashtra Industrial Development Corporation (MIDC) ,” stated the affidavit submitted by the state government.
The complaints which are received by the BMC will be transferred to the other authorities responsible, so they can address the complaints and informed the residents what action has been taken by them.
The same will also be done for complaints received through toll free numbers. The urban development department had issued a circular in this regard on August 4.
“The corporations in the Mumbai Metropolitan Region have been directed to adopt a similar one point grievance redressal mechanism,” added the affidavit.
All 26 municipal corporations of the state are party to this matter and compliance has been received from 20 corporations with regard to providing a designated centre for receiving complaints in writing, a dedicated toll free number for grievance redressal, dedicated website and getting complaints via text messages besides using modern scientific technology for repair and maintenance of roads.
The state government had constituted a committee under the chairmanship of the BMC commissioner to formulate a uniform policy for construction, maintenance and repairs of roads in Mumbai which belong to different organisations of state government and central government.
A report was submitted by the agency which was agreed to by all agencies except Public Works Department. The various authorities like MMRDA, MIDC have already transferred roads to BMC for purpose of repair and maintenance. The Bombay Port Trust which falls under the purview of Government of India is in the process of examining the recommendations.
“The recommendations in the report involve various departments of the State and a policy decision needed to be taken. The same will be placed for approval to the cabinet for necessary action of bringing all the roads in the city belonging to different authorities under one umbrella namely BMC,” stated the affidavit. The state will also issue appropriate guidelines for maintaining strict quality control for construction, maintenance and repair of roads. The issue of missing manhole covers on Eastern Express Highway was also raised before the court. Out of the 490 manhole covers which were found to be damaged or missing while heading towards a northern suburb like Ghatkopar, 340 have been replaced.
“Necessary safety measures have been taken for open manholes by providing red flags or stones with lines,” stated the affidavit.
