Rajkot Mahanagarpalika: How to Register a Complaint to Rajkot Municipal Corporation (RMC)?

Rajkot Municipal Corporation (RMC) is the urban local government body that is responsible for the administration and infrastructure of the city of Rajkot. It was established in 1973 and covers an area of 104.86 square kilometres. RMC is headed by the elected Mayor of Rajkot and administered by the Municipal Commissioner.

Rajkot City is divided into 18 administrative wards and 150 sub-wards. The wards are grouped into three zones: East, West, and Central, each headed by the Deputy Municipal Commissioner.

You can register a complaint about the civic services to Rajkot Mahanagarpalika, such as:

• Water supply
• Drainage
• Roads
• Street lights
• Waste management (garbage)
• Fire brigade
• Slum management
• Urban town planning
• City Bus
• Preventive health-care
• Public health
• Regulation of land use
• Planning for economic and social development
• License approvals
• Markets
• Parks
• Library services

Want to file a complaint? You can use the toll-free citizen helpline number, email/WhatsApp, or the online grievance redressal platform. If not resolved, escalate the grievance to the Deputy Municipal Commissioner or the HOD (Head of Department) at RMC.

Take it a step further by escalating the grievance to the Municipal Commissioner/Mayor of Rajkot Municipal Corporation.

Grievance Redressal Mechanism

Following the citizen charter of Rajkot Municipal Corporation (RMC), the grievance redressal process is divided into 4 levels. If your initial complaint is not resolved, proceed to escalate the grievance to the designated nodal officers at the next levels.

Grievance Redressal:

4 Levels of Complaint Resolution:

• Level 1: Designated Officers, Rajkot Mahanagarpalika:
  • Toll-free citizen helpline number
  • WhatsApp/Email
  • Online Grievance Redressal (Online form)
  • Written complaint letter (Zonal office/headquarters)
• Level 2: HOD or Deputy Municipal Commissioner, RMC
• Level 3: Municipal Commissioner or Mayor (Rajkot Municipal Corporation)
• Level 4: State Public Grievance Authority, Urban Development Department (Govt. of Gujarat)

You can also complain to the Municipal Corporation through the eNagar Gujarat or e-Nagarsewa (Public Service and Grievance Redressal Portal).

Level 1: Designated Officer, Rajkot Municipal Corporation

In the context of any concerns related to the civic services provided by the Rajkot Municipal Corporation (RMC), covering aspects of administration, civic affairs, and critical public services like water, roads, electricity, or waste management, citizens can take action by lodging a formal complaint with the designated officers in the respective departments.

You can write a complaint letter, to be directed to the municipal corporation’s headquarters or submit an online grievance form. Includes the following details:

1. Full name and current residential address
2. The nature of the complaint
3. Identification of the specific department involved (if known)
4. Accurate details specifying the location (Area/Ward and Zone)
5. A detailed explanation of the problem, including facts such as relevant dates, times, and ward names, if available.

Citizen Helpline Number

Helpline Numbers of the Rajkot Mahanagarpalika:

Some other contact details for the citizen services in Rajkot City are provided below.

1. Gujarat Gas Company Limited (GGCL)

2. Civic Center Contact Number, RMC

if not resolved, escalate your complaint to the Deputy Municipal Commissioner or HOD.

File a Complaint Online

Complain online to Rajkot Municipal Corporation:

After successful submission, don’t forget to note down the reference number to track the status or escalate it to the HOD or Deputy Commissioner at RMC (if not resolved).

E-Services

Citizens can access the online e-services provided by Rajkot Mahanagarpalika such as new water and sewerage connections, online payments for property tax, applying for trade licenses, requesting building approvals, obtaining NOCs, downloading relevant forms, and accessing a range of other civic services.

RMC Citizen Services:

• Pay Water/ Property/ Application bills
• Other public services

If the service is not delivered within the specified timeframe, lodge a public grievance through the Samadhan (CMO Helpline) portal.

Level 2: Deputy Municipal Commissioner, RMC

If your initial complaint submitted to the Rajkot Municipal Corporation (RMC) at level 1 remains unresolved to your satisfaction, escalate the grievance to the Deputy Municipal Commissioner or Head of Department, serving as the First Appellate Officer. To initiate this escalation, you can either reopen the previous complaint or write a grievance letter addressed to the RMC Head Office.

Ensure to include the following details within the grievance form:

1. Details of the previously submitted complaint, including any reference number or acknowledgement receipt.
2. A clear indication of the reasons for dissatisfaction, particularly if a response has been received.
3. Specify the expected relief or resolution sought.
4. Attach any supporting documents.

Contact or write to:

Helpline Number

Not resolved? Escalate the disputed matter to the Second Appellate Officer of the Public Grievance Cell or Municipal Commissioner/Mayor, RMC.

Level 3: Municipal Commissioner, Rajkot Mahanagarpalika

If the final resolution of your complaint by the concerned HOD or Deputy Municipal Commissioners of the Rajkot Municipal Corporation does not meet your satisfaction, you have the option to escalate the grievance to the Municipal Commissioner, serving as the Second Appellate Officer, or the Mayor of the corporation.

To initiate the escalation process, please follow these steps:

Step 1: Write a complaint letter or reopen the submitted online complaint.

Step 2: Provide details of the previous complaint, including the reference number, and expected resolution, and attach any supporting documents, images, or videos.

Step 3: Alternatively, escalate your online complaint using your grievance ID through the eNagar Gujarat portal.

• Click: File a complaint through eNagar Gujarat.

Step 4: Submit the grievance letter to the Municipal Commissioner via post, email, or in person at the Head Office.

Tip: Ensure that you receive an acknowledgement receipt as proof of submission.

Escalate your complaint to:

Dissatisfied or not resolved? You may lodge a public grievance to the State Grievance Appellate Authority of the Urban Development and Urban Housing Department, Govt. of Gujarat.

Tip: Has action not been taken for corruption charges against the officers/ employees? You should file a complaint to Lokayukta, Gujarat for corruption/bribery.

Level 4: State Appellate Authority, Urban Development Department, Gujarat

As per the provisions of The Gujarat (Right of Citizens to Public Services) Act, 2013, if Rajkot Municipal Corporation has not delivered services within the timeframe or complaints are not resolved to the satisfaction (even by the Municipal Commissioner), you have the right to escalate the matter by filing a public grievance with the State Grievance Appellate Authority of the Urban Development and Urban Housing Department (UD&UHD), Govt. of Gujarat.

While lodging a grievance against Rajkot Mahanagarpalika, must provide a reference number or receipt of previously submitted complaints including received responses (if any).

File your complaints within the Authority:

• Click: Register an online complaint through Samadhan (CMO Grievance Redressal), Gujarat

Note: If dissatisfied with the decision made by the concerned department (UD&UHD) of the Government of Gujarat, you may get the help of a legal professional for available legal remedies. Additionally, you may choose to appeal to the concerned tribunal or judicial court for a resolution.

Associated Departments

These are the list of associated departments of the Rajkot Municipal Corporation (RMC), about which citizens can register a complaint.

• ANCD
• ANCD (Dog Sterilization)
• Avas Yojana
• Bandhkam
• City Bus
• Conservancy (Dead Animal)
• Daban Hatav Branch
• Drainage/ Chockup/ Overflow
• Electronic Waste
• Estate Branch
• Fire Brigade
• Food Branch
• Garden
• Handpump Branch
• Health Branch
• Online Payment Issue
• Parking Management Branch
• Roshani (Light) Branch
• S.W.M. (Vokala)
• Solid Waste Management
• Sports
• Tax Branch
• Town Planning
• Traffic & Transport Cell
• Urban Malaria
• Water Works (Outdoor)

Reference

• RMC – Rajkot Municipal Corporation (rmc.gov.in)