Grievances & RTI Department

The Grievances & RTI Department of the Dibrugarh Municipal Corporation serves as the primary interface between citizens and the municipal administration for raising concerns, submitting service-requests, and exercising the right to information. We are committed to ensuring that every resident’s voice is heard, tracked and addressed, and that information flows transparently under the Right to Information Act, 2005.

Key Functions

• Receiving and registering citizens’ grievances relating to any municipal service (roads, drains, lighting, sanitation, licensing, etc.) via a dedicated online portal as well as in-person submissions.

• Tracking and monitoring the lifecycle of each complaint: from registration, through departmental action, to final closure and citizen feedback.

• Providing a streamlined mechanism for citizens to file formal RTI applications requesting access to municipal records, decisions, budgets and other information under the RTI Act.

• Ensuring transparent, timely responses: escalating unresolved issues, coordinating with relevant departments, and publishing periodic summaries of grievance-resolution and RTI response performance.

• Maintaining a database of grievances and RTI applications to identify recurring patterns, service-gaps and opportunities for systemic improvement.

Vision

We envision a Dibrugarh where municipal governance is responsive, accessible, and transparent — where citizens can raise issues confidently, receive prompt action, and access the information they are rightfully entitled to.

Our Commitment

• Provide a user-friendly, inclusive grievance and RTI mechanism: online, kiosk or in-person, with clear formats, guidance and tracking for all users.

• Honour the timelines and standards set under the Right to Information Act and municipal service norms — for example aiming to acknowledge applications quickly, respond within designated period, and keep citizens informed of progress.

• Maintain objectivity and fairness: treat all grievances/RTI applications seriously, ensure no discrimination, and follow due process for information disclosure in accordance with law.

• Use the data from grievances and RTIs to drive continuous service improvement and help the corporation refine policies, streamline functions and enhance citizen satisfaction.

• Publish regular indicators on resolution rates, pending grievances, average response times and RTI compliance to promote accountability.