Pune: PMC Officials to Face Action if Citizen Complaints Lodged Through ‘PMC Care’ Are Closed Without Resolution
Pune, 26th June 2026: The Pune Municipal Corporation (PMC) will hold departmental heads accountable if complaints lodged by citizens through the civic body’s ‘PMC Care’ grievance redressal platform are closed without being resolved, Standing Committee Chairman Shrinath Bhimale said.
He also said that no complaint should be marked as resolved without first obtaining feedback from the complainant.
The issue was discussed during a meeting of the Standing Committee, where concerns were raised over complaints allegedly being closed without any actual action on the ground. Taking serious note of the matter, Bhimale sought an explanation from the civic administration and directed officials to strengthen transparency, accountability and responsibility in the grievance redressal process.
The administration has been asked to submit a detailed report to the Standing Committee on complaints received through the PMC Care platform over the past three years, including the number of complaints received, disposed of and pending. The report will also include details of complaints closed without obtaining citizen feedback, instances of improper disposal of complaints, grievances received through social media, the technical audit of the PMC Care application and the status of the real-time grievance redressal system.
Officials informed the committee that responsibility for verifying whether the reported work had actually been completed before closing a complaint would rest with the concerned department heads. They also said better coordination among civic departments would be ensured to improve the quality of grievance redressal.
Bhimale said officials had been instructed to close complaints only after receiving confirmation from the complainant that the issue had been resolved.
“Every complaint registered by citizens on the PMC Care platform must be treated seriously. Departments should adhere to fixed timelines for grievance redressal, while the entire system should undergo periodic third-party audits. A monthly report on grievance disposal should also be submitted before the Standing Committee,” he said.
Bhimale said the administration had also been directed to make it mandatory for officials to upload photographs of the site before and after the completion of work for every complaint.
“No complaint should be closed without clear feedback from the complainant. Citizens should also be given an opportunity to seek re-verification after a complaint is marked as resolved,” he said.
The Standing Committee has further directed the administration to develop an integrated dashboard linking complaints received through PMC Care, social media, the civic helpline and ward offices to create a unified and more efficient grievance redressal system.
