Dharavi Redevelopment Project Sets Up Four-Tier Grievance Redressal System To Ensure Fairness In Survey Process

Mumbai: As the survey work nears completion and the Draft Annexure-II is being prepared, the Dharavi Redevelopment Project (DRP)/SRA has parallelly started setting up a four-level grievance redressal system. This is to help resolve any concerns raised by Dharavi residents.

“Our aim is “Housing for All. We want every resident of Dharavi to benefit from the redevelopment project. If any resident feels that they have been wrongly left out of Annexure-II, or there has been a mistake in the survey, we will ensure their concerns are heard fairly and resolved quickly through a single-window grievance redressal system without them having to run from pillar to post,” DRP CEO SVR Srinivas said.

The DRP CEO explained how the grievance redressal processworks. After the Draft Annexure-II is published, if any tenement holder has a valid complaint, he can bring it to the notice of the Competent Authority (CA). If the complaint remains unresolved even after the final Annexure-II is published , a four-level grievance redressal becomes available. There will be an Appellate Officer (AO), who will listen to the complaint and address it within a set time frame. If the complainant is not satisfied with the AO’s decision, they can move to the next level which is the Grievance Redressal Committee (GRC) comprising senior DRP officials.

The GRC officials are independent from DRP officials involved insurvey process, he further explained.

If the complainant is still not satisfied, they can approach the Appellate Committee which is headed by an additional collector who doesn’t report to the CEO of DRP.

In the event of a complaint remaining unresolved at theappellate Committee level, the complainant can finally approach the Apex Grievance Redressal Committee (AGRC).

“The AGRC is a quasi-judicial body. Although it operates like a court, the cases are disposed of quickly as AGRCs are created for specific cases related to DRP only,” Srinivas pointed out.