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CCRS is a web based enterprise solution that allows AMC 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.  
 
A 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 in 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 complaint acknowledgment number.  
 
Once a complaint is registered with 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 up the complainant, if necessary, to seek specific details.  
 
The officer is expected to resolve the complaint within a specified period. Once a complaint is resolved, the officer marks the complaint closed in the system. The citizen receives an SMS confirming resolution of the complaint. If the citizen is not satisfied; he/she can request to re-open the complaint, which then escalates to the higher authority.  
 
If the complaint is not resolved and closed within the specified period, the same gets escalated to higher authorities. On repeated failure to resolve it gets escalated to the Dy. Commissioner  

  • 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.

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

 

To register complaint online through website:

 

Click on the “Online” 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 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 56767. A Call Centre operator will call back to take necessary details to register the complaint.

 

 

Citizen could contact our dedicated call center by dialing 155303 from landline or mobile to raise complaint. This service is available 24*7. Municipality/Corporation assures to provide a seamless support.

Citizen can visit our website at www.amccrs.com. Go to complaint registeration and click on Online for registering a complaint.

Citizen can send an Email with “ Name, Mobile Number, Problem to resolve and Location where the problem is " at “ccrs@ahmedabadcity.gov.in“. The call center 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.

Citizen can send a text message  “AMCCRS NEW” to 56767. A Call Center operator will call back to take necessary details to register the complaint.

Citizens need to go at Ward offices to register a complaint with the respective officer.

Citizen can register a complaint through IVR during non working hours or when all operators are busy attending complaints by calling 155303.
 
    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.

Citizen can register a complaint through IVR during non working hours or when all operators are busy attending complaints by calling 155303.
 
    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
 
The call center operator will give you a call back as soon as he is available for knowing the details of why you had made a call at call center.

Yes, there is a mobile app available. You can download the app from Google play store and IOS store for Android and IOS respectively by searching for "AMC CCRS". You need to register with your mobile number and then you can register a complaint.

Citizen can know the status of his registered complaints by calling at Call center (155303), Website and SMS.

Citizen can visit our website at www.amccrs.com. Go to complaint status and click on Online to know the status of complaint

Citizen could contact our dedicated call center by dialing 155303 from landline or mobile to know status of his registered complaint. This service is available 24*7. Municipality/Corporation assures to provide a seamless support.

Citizen can send a text message with “AMCCRS STATUS [Complaint/Token No]” to 56767 to know the status of his registered complaint.
Example : AMCCRS STATUS SWM-0613123456 to 54646

Citizen would receive acknowledgement in SMS with generated Token Number associated with his registered complaint.

Once a complaint is been registered it is automatically assigned to the designated officer of the ward/Area associated with the problem. Ones the officer takes any action on the complaint, citizen will be notified through SMS.

Citizen can reopen the complaint within 24 hours of its completion if the complaint ws not addressed properly by the officer. The higher authority of the officer gets an alert message on complaint getting reopened.

Citizen can reopen the registered complaint within 24 hours of its completion by calling at  Call center (155303), Website, Email and SMS.

Citizen could contact our dedicated call center by dialing 155303 from landline or mobile to Reopen his registered complaint. This service is available 24*7. Municipality/Corporation assures to provide a seamless support.

Citizen can visit our website at www.amccrs.com. Go to Re-Open Complaint and click on Through Online to know the status of complaint

Citizen needs to send an 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.

Citizen needs to send a text message  “AMCCRS REOPEN [Complaint/Token No]” to 56767 for reopening a closed complaint.
Example : AMCCRS REOPEN SWM-0613123456 to 56767

Citizen would receive an acknowledgement in text message on his registered mobile number ones the closed complaint is reopened.

Yes, you can upload Image, Document & Video with the complaint that you need to register.  You can upload these details with the complaint only through Website and Mobile App.

Click Here

 

 

Citizens can initiate a chat on WhatsApp Messenger by sending a message with the word "Hi" to the number 7567855303. This will allow you to start a conversation and receive assistance or information promptly.