CITIZENS’ CHARTER
INTRODUCTION
Tamilnadu is leading in many Urban Sector reforms. As part of its commitment to enhance the responsiveness and effectiveness of the civic services rendered by the urban local bodies, the State Government decided to introduce ‘Citizens Charter’ in all the urban local bodies in G.O. Ms. No. 58 MAWS Department dated 16.4.1998. The first edition of the ‘Citizens Charter’ was released by all city municipal corporations and municipalities in the State in the year 1998-1999. It has improved the transparency and effectiveness of the local body administration. Based on the experience gained over the past few years and the feedback, it has been decided to bring this second edition of the ‘Citizens Charter’ with improved information to citizens to make every citizen’s interaction with the civic body easy, simple, hassle free and efficient and also ensuring accountability and transparency.
This charter documents the citizen’s entitlement to municipal services, quality of services, quick access to information, stages to redressal of grievances and time bound.
This charter also documents, apart from what we can offer the citizens, what the citizens can do to help us serve them better and what can be achieved if both of us join together.
FOREWORD BY CHAIRPERSON
The Municipal Council of Kancheepuram has adopted this second edition of citizen charter in its resolution No.192 dated 18.10.2004with renewed commitment to provide efficient and prompt civic services to the citizens and with the fond hope that on their part, the citizens would respond and reciprocate in a positive way.
We consider this as a charter of responsibilities for us in the Municipality, both elected representatives and officials, to make a sound and responsive administration to make the town clean, green and most live able for the citizens.
The first edition of the citizen charter was only to give specific information to the people of this town on ensuring quick response to their needs and redressal of certain grievances. Now, we are introducing on line complaint system for certain services and a three – step normal complaint redressal system for all other services to ensure quick and efficient redressal of grievances in a time bound manner.
Innovative Measures to improve the Civic Services:
The resources of the local bodies need to be augmented for improving and sustaining the system offering some minimum level of service through appropriate mechanism. Some of the problems afflicting the sectors are: Poor maintenance, higher maintenance bill, poor revenue collection, leakage and pilferage due to mushrooming growth of slums and illegal connection etc., It is important to know the capacity of the local bodies and their importance in provision of infrastructure.
The following innovative measures are to be taken up
- Execution and maintenance of Water Supply Schemes and perennial supply of drinking water to the public.
- Construction and maintenance of roads, culverts and drains;
- Protection of public ponds and fountains’;
- Maintenance of sewerage and drainage systems;
- Maintenance of public places such as Bus stand, Markets etc.,
- Maintenance of Public Health activities, modern changes in the Solid Waste Management system:
- Construction and maintenance of parks, gardens, traffic island etc.,
- Regulation of boarding’s and advertisements.
- Operation and maintenance of public burial and burning grounds.
- Installation and maintenance of street lights.
We shall acknowledge on the spot all complaints, returns, declarations, applications, intimations and all communications from the citizen.
We invite citizens to use this charter to ensure better standards of service and bring to the notice of the concerned authorities, as listed, any failure or non-compliance of citizens charter.
We invite greater participation, support and assistance from the citizens, which we value most.
We strive each day to improve the quality of life of our citizens.
Chairperson,
Municipal Council
Kancheepuram.
OBJECTIVES
This Citizens’ Charter is a commitment of the to achieve a STAR system.
Simple
Transparent
Accountable
Responsive
in the administration of the civic body in fulfilling the needs of the citizens of this town.
- By providing all important information to the Citizens about the services being delivered by the Municipality.
- By creating a system which will receive public grievances and redress the same qualitatively and time bound.
- By soliciting the cooperation of the citizens in fulfilling their aspirations by mutual trust, confidence and help and by making them aware of their duties to the community.
- By making each citizen’s interaction with us easy, simple, hassle-free and efficient, while ensuring accountability and transparency.
- By introducing e-governance and automated access to all our functions and services and by directing the resultant flow of efficiency-gains towards the citizens.
- By being fair, efficient, citizen – friendly and outcome – focused.
ABOUT US
The Municipality was constituted in the year 1866 and was subsequently upgraded as Selection Grade Municipality from 09.05.1983 It has a population of 1,52,984 (2001 census) and an extent of 11.605 Sq. Km., The town is divided into 45 wards.
The Municipal Council comprising of 45 ward councillors is headed by Chairperson, who is elected by voters of the town. The councillors elect a Vice-Chairperson among them.
The executive wing is headed by a commissioner and he is assisted by a team of officials like Municipal Engineer, Municipal Health Officer, Town Planning Officer, Manager, Revenue officer, Assistant Revenue Officers, Revenue Inspectors and other officers.
Kancheepuram Town is a District Headquarters of Kancheepuram District. It is located 76KM South West of Chennai.
The Municipality provides the following major services
- Water Supply
- Sewerage
- Solid Waste Management
- Roads
- Drains
- Street Lights
- Public Conveniences
The Municipality also enforces and regulates the following activities.
- Tax administrations.
- Planning and Building permission
- Trade and other licenses
- Registration of Birth and Deaths
For each of the above services and activities, this charter provides information about the details of services offered, response time for rendering the services or redressing grievances, whom to complain in case of default for providing the required services and how a citizen can help.
This charter lists the names of Chairperson, Vice-Chairperson and Councillors and their contact Telephone numbers for better interaction of the citizens. The Charter also lists out the names, designations and contact Telephone numbers of key officials dealing with major issues.
The co-operation of the citizens is solicited broadly in the following aspects:-
- Segregate wastes at source
- Do not throw waste in Drains, streets
- Deposit wastes only at specified places and dust bins
- Do not allow children to defecate in open spaces
- Avoid connecting sewerage lines to open drains
- Avoid encroachments on public places
- Avoid occupation of roads and footpaths with unauthorised stacking of materials
- Avoid letting of waste water on to roads
- Conserve rain water and provide rain water harvesting structures in every building
- Avoid leaving animals on roads and public places
- Avoid misuse of public places including parks, open spaces, public toilets, markets, Bus stands
- Plant trees within and in front of premises, water them and nurture them to grow
- Report leakage of water, bursting of water / sewage pipes, burning of street lights during day time, damage of public properties posing health hazard
- Avoid damage of public properties.
- Ensure prompt payment of property tax, profession tax , Water charges license fees and other Municipal dues.
- Adhere to Building Rules and avoid violations, unauthorised constructions
- Adopt universal immunization
- Complain to the right officer in time and liaise with the ward councillor.
Need for Public Cooperation and participation
The Government has implemented various schemes to improve the Infrastructure and Civic Services of the Public. Some of the Schemes need public participation and cooperation for successful implementation. For provision of better services the public have to look forward to adopt the mechanismm and also realize their responsibilties.
- Solid Waste Management system is the latest scientifically accepted system in removal of garbage. The implementation of the system is very essential to maintain the public health conditions. Public awareness, co operation and participation are essential for the successful, implementation of the schemes.
Economic usage of drinking water and avoid wastage’s etc., Maintenance of public convenience with good hygienic condition.
WATER SUPPLY
The Municipal Engineer and his team of Engineers and Staff are responsible for protected drinking water supply in the town of 1,52,984. Daily 14 MLD. of Water is supplied for population of 1,52,984 at the rate of 90 Lpcd.
Special features of Water Supply System.
Palar river is the main source of Water Supply to the town. The two head works in Palar river bed at Orikkai (4.5 KM from the town ) and at Thiruparkadal (35 KM from the town )
Services / Functions
- Operation and Maintenance of Head works for water supply and distribution of drinking water to house holds and public stand posts
- Sanctioning new House service connection
- Conveyance and distribution of water for private and public uses.
- Billing and collection of water charges
- Creating awareness among people to conserve water and instal Rain Water Harvesting structures
Response Time for Complaints
| Details | Time Schedule / Response |
| I. Water Supply : (Subject to availability of sanctioned strength of HSCs.) 1.a) Issue of application for new water supply house service connection | At the Information Centre on all working days on the spot |
| b ) Receipt of filled applications with fees | At the information centre on all working days |
| c) Issue of acknowledgement | On the spot |
| d) Intimation to the applicant on rectification of defects noticed in the application | Within one week |
| e) After rectification of defects, issue of notice / chalan for remittance of fees for water supply connection | 15 days |
| f) Effecting Water Supply House service connection | 30 Days from the receipt of application |
| II Complaints / Defects : 1. Replacement of defective meter | 15 days |
| 2. Rectification of pollution in drinking water supply | Within 24 Hours |
| 3. Arresting of Leakage of water in the mains | Within 24 hours |
| 4. Minor repairs | 2 days |
| 5. Major repairs | 3 days |
| 6. Repairs to hand pumps | 3 days |
| 7. Repairs to public fountain | 2 days |
| 8. Repairs to India Mark 2 pumps / Bore wells | 7 days |
| 9. Deficiency in chlorinating | 24 hours |
| 10. For prevention of Fire | At once |
| III. Special Demand: 1. Supply of water through lorry Tanker | Within 24 hours, if piped water supply is interrupted |
| 2. Supply of water through lorry for Marriage / Festival | Within 24 hours |
Needed Cooperation from Citizen
- Avoid wastage of water. Do not use drinking water for gardening and other similar purposes
- Do not draw water unauthorisedly or through installation of Motor pumps in municipal connection
- Get the repairs attended after proper intimation to Municipality and under the supervision of Municipal Engineering Staff
- Pay water charges and other dues promptly and avoid disconnection
- Conserve rain water and instal Rain Water Harvesting structures in all buildings.
- Keep the tap closed both in house and in public stand post to avoid pollution
- Report water leakage, theft as a public service
- Do not tamper with water supply connection or meters
Whom to Contact for Redressal of Grievance
| Details | Designation and timings |
| Initial complaint
Second contact Third contact (if the defect continues) |
.. Water Supply Junior Engineer 9.00 A.M.to10.00 A.M.
Municipal Engineer 10.00AM.to11.00AM. Office: Ph.No.27222650 Residence Phone No.27223199 Municipal Commissioner Office: Phone.No.27223593. . Residence Phone No.27222160 |
SEWERAGE
The Municipal Engineer and his team of Engineers and staff are entrusted with the responsibility of maintaining this service.
Underground Drainage Scheme is functioning in this town from he year 1975. Pipe lines covered about 82% of the road bet work of the town and maintained by this Municipality. Necessary Bylaws were already framed and service charges were levied to improve the services.
FUNCTIONS / SERVICES
- Operation and maintenance of installations relating to sewerage system
- Sanctioning of new house hold sewerage connections and maintenance of house hold connections
- Maintenance of sewerage Lagoon and sewerage farms
Response Time for Complaint Redressal Underground Sewerage Connection
| Details | Time Schedule |
| I. Sewerage Connection 1.a) Issue of application from | At the Information centre on all working days on the spot |
| b) Receipt of filled in application with fees | At information centre on all working days on the spot |
| sc) Issue of acknowledgement | On the spot |
| d) Intimation to the applicant on rectification of defects noticed, if any, in the application | 7 days |
| e) After rectification of defects, issue of notice / chalan for remittance of fees for drainage connection | 7 days |
| f) Remittance of fees / issue of receipt | At the Information Centre |
| g) New Connection Commissioning | 15 days |
| 2. Complaints of Blockage / Leakage of drainage | 24 hours |
| 3. Rectification of defects in Drainage connection | 2 days |
| 4. Replacement of missing manhole lid | 24 hours |
Needed Cooperation from Citizens
- Do not throw other waste including animal waste and debris into the sewage lines
- Do not connect sewage outlets to public open drains or roadsides
- Adhere to safety measures before entrusting cleaning of septic tanks etc to private persons
- Do not tamper with sewage connections
- Pay tax and service charges promptly
- Avoid environment pollution or nuisance due to your facility
Whom to Contact for Service Deficiency
| Details | Designation and timings |
| Initial complaint
Second contact Third contact (if the defect continues) |
Water Supply Junior Engineer 9.00 A.M.to10.00 A.M.
Municipal Engineer 10.00AM.to11.00AM. Office: Ph.No.27222650 Residence Phone No.27223199 Municipal Commissioner Office: Phone.No.27223593. . Residence Phone No.27222160 |