Gurgaon: More than 1,800 public grievances linked to MCG, registered on CM Window, remained unresolved as of May 6, raising concerns over administrative accountability and effectiveness of the state’s flagship grievance redress system.Records show that action taken reports (ATRs) had not been filed for 574 complaints, indicating delays in processing.A department-wise review shows that enforcement-related matters account for nearly 50% of the backlog, the largest share among pending complaints. These cases largely involve illegal constructions, encroachments, unauthorised commercial activities, and other civic violations.The engineering department accounts for nearly 20% of pending grievances, reflecting delays in tackling problems in infrastructure and public work such as damaged roads, sewer overflows, drainage failures, waterlogging, and incomplete development projects.“A major chunk of pendency comes from the enforcement and engineering departments. However, we are working consistently to resolve these complaints,” said an MCG official.On the 574 complaints without ATRs, the official said, “This data of 574 ATRs not sent is of May 5, but we sent at least 200 ATRs in the last two days.”The data was reviewed during a meeting chaired by MCG commissioner Pradeep Dahiya on Thursday. He directed officials to take up complaints promptly and ensure resolution within a fixed timeframe.Dahiya instructed departments to prioritise CM Window complaints and ensure quality disposal in every case. He said negligence in resolving citizens’ complaints would not be tolerated and warned of strict action against officials and employees who keep complaints pending without valid reasons.He specifically directed joint commissioners to personally monitor enforcement-related complaints and ensure timely action. He also stressed that no citizen should be unnecessarily harassed and that all action must be transparent and in accordance with rules.During the meeting, Dahiya also asked the tax branch to resolve property tax-related complaints without delay. “No file should be rejected, reverted or unnecessarily kept pending without valid reasons,” he said.He said MCG’s objective is to provide better services to citizens and that officials must act with sensitivity and responsibility. He urged departments to coordinate more closely to make the complaint resolution system more effective.“Our RWA filed a CM Window complaint about roads where samples failed in May last year. It has been a year now, but the CM Window complaint has not been resolved yet,” said Pawan Yadav, president of Sushant Lok 2 and 3 RWA.“CM Window system was introduced to ensure timely disposal of citizen complaints and strengthen transparency in governance. Instead, the mounting backlog points to persistent delays in resolving critical civic issues affecting residents across the city. The figures paint a concerning picture of bureaucratic delay within key civic departments, where complaints continue to pile up despite repeated assurances of prompt redressal and monitoring,” he added.
