About CCRS

The CCRS is a web based enterprise solution that allows Municipality/Corporation to enhance citizen satisfaction through comprehensive service management and efficient service delivery.

CCRS automates entire complaint process, right from registration to closure. It also enforces service level policies to ensure the complaint gets attended within desired timeline or gets escalated to higher authorities for their attention and intervention.

Citizens can lodge complaints through a call center, website or by visiting a ward office. At call center or ward office, an operator registers a complaint within the system with all necessary details. A complainant can lodge single or multiple complaints during a single call. In all cases, the complainant is given a complaint acknowledgement number.

Once a complaint is registered within the system, it is assigned to a concerned area officer dealing with the reported problem. The system automatically sends an SMS to officer alerting him on the complaint for taking required actions. The officer calls the complainant, if necessary, to seek specific details.

The officer is expected to resolve the complaint within a specified period of time. Once a complaint is resolved, the officer marks the complaint as closed in the system. The citizen receives an SMS confirming the resolution of his/her complaint. If the citizen is not satisfied he/she can request to re-open the complaint, which is then escalated to higher authority.

If the complaint is not resolved and closed within the specified period, the same gets escalated to higher authorities. On repeated failures to resolve the problem, it gets escalated to Dy. Commissioner.

Benefits of CCRS

 
  • Citizens need not go to Ward offices to register complaint
  • System available round the clock - Call Centre, Website, SMS, Email, IVR, Ward Offices, Mobile Application
  • Improved communication by way of SMS / Email alerts
  • CCRS provides data of frequent complaints and average turnaround time for each kind of problem.It helps Municipality/Corporation to focus the areas to improve the services by enhancing the manpower and infrastructure. This also helps Municipality/Corporation to prioritize on their services.
 

How to register a complaint


A citizen can register complaint(s) at call center, ward office or through website.


To register complaint online through website:
Click on the “Online(Map)” option of Complaint Registration and enter detail of your complaint.
To register complaint at call center:
Contact our dedicated call center by dialing 155303 from landline or mobile between 24*7 to raise complaint. Municipality/Corporation assures to provide a seamless support.
To register complaint through E-Mail:
Send your Email with “ Name, Mobile Number, Problem to resolve and Location where the problem is “ at “ccrs@ahmedabadcity.gov.in“ The call operator will check the email and register the complaint in the system. Operator may contact the citizen in case, information provided is insufficient or any clarification required.
To register complaint through SMS:
Send text “AMCCRS NEW” to 54646. A Call Centre operator will call back to take necessary details to register the complaint.

To register complaint through IVR:


Citizen can register complaint through IVR during non working hours or when all operators are busy attending complaints.

  • Step – 1 ::Select language – Press 1 for Gujarati, 2 for English or 3 for Hindi
  • Step – 2 : Press 1 to continue with IVR or press 2 for callback
  • Step – 3 : Tell your Name & press #
  • Step – 4 : Tell your Mobile Number & press #
  • Step – 5 : Tell your Problem to resolve & press #
  • Step – 6 : Tell your Location address where the problem is & press #

The call center operator will listen to the IVR recorded complaint and register the same in the system. He may contact the citizen in case information provided is insufficient or any clarification required.

How to know status of a complaint


Complainant has a right to know the current status of his/her complaint. The same can be known through any of the following modes.

Complaint Status Through Phone:
Call the call centre at 155303 between 24*7 and provide complaint number.
Complaint Status Through SMS:
Send text “AMCCRS STATUS [Complaint/Token No]” to 54646.

Example : AMCCRS STATUS SWM-0613123456 to 54646

 

Re-Opening of complaint


Not satisfied with our previous response?

Citizen can reopen a complaint within 3 days of closure, if that was not addressed properly.

Re-Open complaint through E-Mail:
Send your Email with “Mobile Number, Token Number and Reason for reopen “ at “ccrs@ahmedabadcity.gov.in“ The call operator will check the email and reopen the complaint in the system. Operator may contact the citizen in case,information provided is insufficient or any clarification required.
Re-Open Complaint Through Phone:
Call the call centre at 155303 between 24*7 and provide complaint number.
Re-Open Through SMS:
Send text “AMCCRS REOPEN [Complaint/Token No]” to 54646.

Example : AMCCRS REOPEN SWM-0613123456 to 54646

 

CCRS Assistant

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