4-tier grievance redressal mechanism for Dharavi Redevelopment Project launched

A four-tier grievance redressal mechanism has been launched to deal with the grievances raised by the residents over their eligibility or representation in the Dharavi Redevelopment Project (DRP) in Mumbai.
The system is meant to give a one-window process to residents for raising and fixing issues without going from office to office. 'We want every resident of Dharavi to benefit from the redevelopment project. If any resident feels that they have been wrongly left out of Annexure-II, or there has been a mistake in the survey, we will ensure their concerns are heard fairly and resolved quickly,' said SVR Srinivas, CEO, DRP.
The procedure will start after the Draft Annexure-II is released. The residents will have to raise their objections with the competent authority first. If the issue is still not resolved even after the Final Annexure-II is released, then the complainant may appeal through the four-step process.
'The first stage includes the Appellate Officer (AO), who will look into the grievance and provide a response within a given time frame. If the resident is not satisfied with the AO's ruling, the case can be heard by the Grievance Redressal Committee (GRC), consisting of senior DRP officials who were not part of the original survey process.
'If the case still doesn't get resolved, at level three comes the Appellate Committee, led by an Additional Collector who is also not a subordinate of the DRP CEO. This guarantees administrative independence and fairness in decision-making. Thereafter, if the issue remains unresolved, the residents can complain to the Apex Grievance Redressal Committee (AGRC),' the DRP CEO said.
'The AGRC is a quasi-judicial body. Although it works like a court, the cases are cleared faster because the AGRC was set up specifically for DRP-related issues,' Srinivas added.
According to the officials, this process has the purpose of making sure that every citizen who is eligible from Dharavi gets a chance to be incorporated and no valid claim is left behind as the project moves forward.

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