In yet another effort to ensure transparency in operations, Chief Minister Oommen Chandy on Sep 1, 2011 unveiled a Public Grievance Redressal Cell in his office at the Secretariat as part of the UDF government’s 100-day programme. Kerala People from anywhere in the world can lodge their grievances and complaints directly to Kerala Chief Minister Oommen Chandy anytime.
The call centre would function 24×7 and can be accessed on 1076, for BSNL customers. Those using other services will have to dial 1800 425 1076 for accessing the service. People calling from abroad have to fix the code 0471 before the toll free number.
The call centre would enable people to register their grievances and complaints directly to the Chief Minister’s Office either by telephone or through email. Complaints of the people won’t be left unattended and added that every possible effort will be made to resolve their sufferings. The call centre was a step towards this goal.
Seven staff including four section officers work in the call centre 24X7. When they first receive the call, they record the complaint and forward it to concerned officer. Then the computer generated copy of the complaint goes to head of concerned department and its minister and the CM. If the complaint is not resolved within stipulated timeframe, remainders goes to the concerned department head.
The Chief Minister’s website also has a Citizen Corner where people can register complaints or submit a petition. There are other provisions like Vision 2030 Idea Box for giving suggestions and ideas to address issues regarding development of the State. There is a separate facility for Citizen Journalism for bringing issues or other information to the CM’s notice
People can make complaint through the online complaint monitoring system of CM’s Public Grievance Redressal Cell (cmcc.kerala.gov.in).