Gurgaon: MCG has issued notices to officials and agencies in 62 cases and imposed penalties in two others over delays in resolving citizens’ complaints and violations of service-level agreements (SLAs), following a review of 215 cases under its ‘24 Hours Challenge’ initiative. Penal action was rejected in 151 cases.The review was conducted by MCG commissioner Pradeep Dahiya on Saturday and covered complaints from all six municipal zones. The initiative, launched on Oct 8, allows residents to report civic and sanitation-related problems online through the civic body’s official website, with stipulated timelines for their resolution.Residents can register complaints by selecting the ‘24 Hours Challenge’ section on MCG’s website and clicking on ‘report civic issue’. They can choose the relevant category, describe the problem, upload a photograph and provide its location. The complaint is then forwarded to the concerned department or agency for action. Residents can track its progress through the ‘track status’ option, while the agency is expected to upload photographs after completing the work.The portal covers five broad categories of complaints: garbage accumulation, tree pruning, potholes, non-functional streetlights and sewer overflows. The prescribed resolution period varies according to the nature of the complaint. Garbage heaps must be cleared within 24 hours, tree-pruning complaints addressed within 48 hours, and major potholes, non-functional streetlights and sewer overflows resolved within 72 hours.Under the initiative, MCG has prescribed a standard operating procedure (SOP). Complaints involving adverse citizen feedback or SLA violations are first examined by the concerned cluster head. Notices are then issued to the officials concerned, who must submit their replies within three days, following which a final decision is taken. The SOP also provides for withholding the salary of the concerned officials or employees until the complaint is resolved to the authorities’ satisfaction.“The SOP establishes a structured mechanism for reviewing complaints, seeking explanations from officials and taking decisions based on their responses. The initiative is aimed at strengthening accountability in grievance redressal and ensuring appropriate action in cases involving violations of prescribed service standards,” Dahiya said.A zone-wise breakdown showed that Zone 6 accounted for the highest number of cases, with 89 complaints reviewed, followed by Zone 4 with 67. Zone 1 had 24 cases, Zone 5 had 17, Zone 3 had 16 and Zone 2 had two.Of the cases reviewed, Zone 1 recorded one penalty, 21 cases in which penal action was rejected and two notices. In Zone 2, both cases were rejected for penal action. Zone 3 recorded one penalty, four cases in which penalties were rejected and 11 notices. In Zone 4, penal action was rejected in 54 cases and notices were issued in 13. Zone 5 recorded 13 cases in which penalties were rejected and four notices, while Zone 6 had 57 cases in which penal action was rejected and 32 notices issued.Based on the complaints, MCG has identified seven areas requiring focused attention on sanitation and waste management. These include Palam Vihar, Sector 23, Sector 45, Sushant Lok-1, Ardee City, Sector 56 and Sector 57.The civic body has identified poor maintenance of vacant plots by their owners as a major reason for garbage dumping in these areas. Regular monitoring and fixing responsibility among plot owners and other stakeholders have been identified as key measures to improve cleanliness.
