Citizen Charter
Grievance
 
Sl. No. Points of citizen interaction Citizens’ expectations Issues in interactions with citizens Remarks/any ongoing initiatives

1

Delivery of core services
  Complaints related to water supply

Adequate supply of drinking water especially in summer.

Prompt action should be taken in case of leakage in distribution lines.

After repair of leaks restoration of roads should be done as early as possible

 

As per citizens’ charter of the ULB, the following are the time schedules for works related to water supply:

Pipeline repair – 2 days from date of application

Ferrule cleaning – 7 days from date of application (2 days from date of application if extra fee of Rs. 250/-is deposited with application)

New connection – 30 days from date of application. (Completion certificate of building has to be produced with application. As a special measure, connections shall be provided within 7 days if extra fee of Rs. 700/- is paid with the application fee in case of connections from a black top road. In case of other categories of roads the extra fee payable for this special service is Rs. 500/-
Citizens’ charter has been adopted and widely circulated and displayed. The special measures mentioned here have been incorporated for the first time in the charter.
  Complaints related to collection of waste

Primary and secondary collection should be regular.

Sweeping of streets should be done regularly.

 

As per citizens’ charter of the ULB, the following are the time schedules for works related to solid waste management:

Primary collection from households wherever applicable – Everyday

Secondary collection from roadside bins and vats – Every 3 days
Frequency of secondary collection has been increased and notified in citizens’ charter.
  Complaints related to cleaning of drains Drains should be cleaned regularly to avoid clogging and consequential flooding during heavy rainfall

As per citizens’ charter of the ULB, the following are the time schedules for works related to drain cleaning:

Drain cleaning - Thrice every 15 days
Frequency has been increased and notified in citizens’ charter.
  Complaints related to street lighting Damaged lamps should be replaced as early as possible.

As per citizens’ charter of the ULB, the following are the time schedules for works related to street light maintenance:

Replacement of damaged lamps – Within 5 days

Replacement time has been decreased and notified in citizens’ charter.
  Complaints related to minor road repairs (cuts/potholes) Repairs should be carried out as early as possible.

As per citizens’ charter of the ULB, the following are the time schedules for works related to minor road repairs:

Minor repairs -  Within 1 month of being informed
Time has been decreased and notified in citizens’ charter.
  Complaints related to culvert repair Repairs should be carried out as early as possible.

As per citizens’ charter of the ULB, the following are the time schedules for works related to culvert repairs:

Culvert repairs -  within 7 days of being informed
Time has been decreased and notified in citizens’ charter.
  Complaints related to cleaning of septic tanks Should be cleaned as early as possible after intimation

As per citizens’ charter of the ULB, the following are the time schedules for works related to septic tank cleaning:

Septic tank cleaning -  within 20 days of application
Time has been decreased and notified in citizens’ charter.

2

Payment of taxes/User charges
  Payment of property tax Decentralised collection should be started. At present 9 TCSs look after collections from individual holdings. 5 agents have also been appointed for tax collection from holdings on commission basis.

An initiative by KMDA for decentrailsed online collection has not taken off.

As per State Government directives, the post of TCS shall be abolished. No new appointments shall be given. Aafter the existing staff retire, only agents shall be appointed on commission basis. Aa total of 15 agents shall be appointed. A total amount of up to Rs. 25 lakhs shall be paid to the agents on commission basis every year on an incremental basis as the number of agents are increased year by year
  Land and building related fees The fees have been hiked recently in FY 2006-07. The revised amounts are deemed to be too high and should be scaled down.

As per citizens’ charter of the ULB, the following are the time schedules for works related to land and building plan sanctioning:

Land – Within 30 days of application

Residential buildings – Within 30 days of date of application (Special provision of sanction within 7 days against payment of extra fees of Rs. 250/-

Highrise buildings – Within 60 days from date of application
Time has been decreased and notified in citizens’ charter.
  Mutation/Amalgamation/Interim assessment Should be processed as quickly as possible.

As per citizens’ charter of the ULB, the following are the time schedules for works related to mutation/amalgamation/interim assessment:

Processing of applications – Within 30 days of application if proper documents are submitted within 7th day of the month.
Time has been decreased and notified in citizens’ charter.
  Issue of death and birth certificates Should be processed as quickly as possible.

As per citizens’ charter of the ULB, the following are the time schedules for works related to issue of death and birth certificates:

Normal processing time – Within 5 days of application (Special provision of issuing within 2 days against extra fees of Rs. 50/-)

Issue of death certificate in case post –mortem has been carried out – Within 5 days of application

For certification by SDO – Within 5 days of application

Duplicate copy of birth/death certificate – Within 3 days of application
Time has been decreased and notified in citizens’ charter.
  Issue of trade licence Should be processed as quickly as possible.

As per citizens’ charter of the ULB, the following are the time schedules for works related to issue of trade licence:

Issue of new licence under section 201 of West Bengal Municipal Act – Within 30 days of application if made within 7th day of the month.

Licence renewal – 3 days

All certificates under section 118 of West Bengal Municipal Act – Within 7 days of application
Time has been decreased and notified in citizens’ charter.

3

Delivery of supplementary services
  Selection of beneficiaries for HHW programme Should be selected judiciously. Beneficiaries are selected after being referred by local councilor. No issues.
  Health services delivered by the ULB in general Certain additions to the services currently delivered through the Municipal hospital and the dispensaries run by it have been documented under the Health Care Delivery Improvement sub-component of the DDP. Refer the Health Care Delivery Improvement Plan Refer the Health Care Delivery Improvement Plan
  Poverty alleviation programme Refer the Poverty Alleviation and Livelihoods Improvement Plan Refer the Poverty Alleviation and Livelihoods Improvement Plan Refer the Poverty Alleviation and Livelihoods Improvement Plan
  Slum infrastructure improvement Refer the Slum infrastruture Improvement Plan Operation ad maintenance of infrastructure assets being created in the slums shall be jointly contributed for by the ULB na dthe beneficiaries. Bustee Works Management Committees have been formed for the purpose and The ULB has opened accounts for each committee with a contribution from its own fund revenue. Refer the Slum Infrastructure Improvement Plan

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