Seeking to enhance client satisfaction with respect to 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 follows the Ministry’s efforts to streamline functioning of the public sector construction major, CPWD.
CPWD undertakes maintenance services with respect to 1,76,000 houses under General Pool Residential Accommodation in 53 cities across the country. In addition, it is also responsible for maintaining office areas adding up to 22,60,000 square meters. There are other residential and non-residential buildings, including some well-known monuments 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 about the time frames for attending to different complaints. It 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 conveyed to the complainants on their mobile phones. A provision of Rs.1,202 crore had been made for maintenance works to be undertaken by the CPWD for the year 2014-15.
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