CPWD comes out with ‘Maintenance Charter’ for the first time to enhance service delivery

Commits to time frames to attend to complaints in 53 cities

Emergency and minor complaints to be attended to within 6 hours to 3 days

Seeking to enhance client satisfaction in respect of maintenance services across the country, the Central Public Works Department (CPWD) has come out with a ‘Maintenance Charter’ specifying time frames for attending to different types of complaints. Introduced for the first time, this Charter has been approved by the Minister of Urban Development Shri M.Venkaiah Naidu. This comes further to the Ministry’s efforts to streamline functioning of the public sector construction major, CPWD.

 

            CPWD undertakes maintenance services in respect of 1,76,000 houses under General Pool Residential Accommodation in 53 cities across the country. In addition, CPWD is also responsible for maintaining office area of a total 22,60,000 sq.mts. There are other residential and non-residential building, including some well known monumental and prestigious buildings like the President’s Estate, Parliament House, Supreme Court, hospitals, colleges, sports complexes etc., whose maintenance is looked after by CPWD.

            Under the Maintenance Charter, CPWD is required to inform the public, the time frames for attending to different complaints. The details are as below:

S.No	Nature of complaint	Time of attending to complaint
1.	Emergency(blocked drains, restoration of power and water supply, faulty switches, watering of plants, hedge cutting, manholes etc.)	6 hours
2.	Minor complaints(cleaning of drains, water overflow,  plumbing and sanitary installation, internal wiring etc.)	3 days
3.	Major complaints (internal wiring, repairs to doors, windows etc.)	30 days
4.	Periodical services (white washing, painting, cleaning water tanks etc.)	60 days
5.	Upgradation (major works for enhancing safety and security etc.) of Type-I to Type-IV quarters	60 days
6.	Upgradation of Type-V and above quarters	75 days

 

            CPWD had earlier introduced two toll free phone lines -18002664499 and 1899114499 for lodging maintenance complaints from any of the 53 cities across the country. Action taken would be informed to the complaints on their mobile phone numbers.

            A provisions of Rs.1,202 cr has been made for maintenance works to be undertaken by CPWD for the year 2014-15.

Source : PIB