CITIZEN CHARTER

1. INTRODUCTION
2. FOREWORD BY CHAIRPERSON
3. OBJECTIVES
4. ABOUT US
5. WATER SUPPLY
6. HEALTH AND SANITATION
7. BIRTH AND DEATH REGISTRATION AND ISSUE OF EXTRACT
8. PREVENTION OF FOOD ADULTERATION
9. OTHER TRADERS LICENSING
10. TOWN PLANNING
11. OTHER BASIC AMENITIES ROADS, STREET LIGHTS
12. REVENUE RESOURCES
13. OTHER SERVICES
14. RAIN WATER HARVESTING
15. OTHER INSTITUTIONS AND SERVICE

1. INTRODUCTION

Tamilnadu is leading in many urban sector reforms. As part of its commitment to enhance the responsiveness and effectiveness of the civic services rendered by the urban local bodies, the State Government decided to introduce Citizens charter’ in all the urban local bodies in G.O. Ms No .58 MAWS Department dated 06.04.1998. The first edition of the citizen charter’ was released by all city municipal corporations and municipalities in the state in the year 1998-1999. It has improved the transparency and effectiveness of the localbody administration. it has been decided to bring this second edition of the citizen Charter’ with improved information to citizens to make every citizen ‘s interaction in the civic body simple, hassle free and efficient and also ensuring accountability and transparency.

This charter documents the citizen’s entitlement to municipal services, quality of services, quick access to information , stages to redressal of grievances and time bound.

This charter also documents, apart from what can offer the citizen , what the citizens can do to help us serve them better and what can be achieved if both of us join together.

2. FOREWORD BY CHAIRPERSON

The Municipal council ofNelliyalamHasadopted this edition of citizen charter in its resolution no.................. dated........................ with renewed commitment to provide efficientandprompt civic services to the citizens and with found hope that on their part., the citizens would respond and reciprocate in a positive way.

We consider this as charter of responsibilities for us in Municipality, both elected representatives and officials, to make a sound and responsive administration to make the town clean, green and most livable for citizens.

The first edition of the citizen charter was only to give specific information to the people of this town on ensuring quick response to their needs and redressal of certain grievances.Now, we are introducing on line complaint system for certain services and a three-step normal complaint redressalsystem for all other services to ensure quick and effect redressal of grievances in a time boundmanner.

We shall acknowledge on the spot all complaints, returns , declaration, application, intimations and all communication from the citizen.

We invite citizens to use this charter to ensure better standards of service and bring to the notice of the concerned authorities, as listed, any failure or noncompliance of citizens charter.

We invite greater participation, support and assistance from the citizens, which we value most.

We strive each day to improve the quality of life of our citizens.

Chairperson, ............................................ Municipal Council

3. OBJECTIVES

The Citizens Charter is a commitment of the to achieve a STAR system.

* Simple
* Transparent
* Accountable
* Responsive
in the administration of the civic body in fulfilling the needs of the citizens of this town. By providing all important information to the citizens about the services being delivered by the Municipality.

By creating a system which will receive public grievances and redress the same qualitatively and time bound.

By soliciting the cooperation of the citizens in fulfilling their aspirations by mutual trust,confidence and help and by making them aware of their duties to the community. By making each citizen’s interaction with us easy, simple, hassle-free and efficient, while ensuring accountability and transparency.

By introducing e-governance and automated access to all our functions and service and by directing the resultant flow of efficiency-gains.

By being fair, efficient, citizen-friendly and outcome-focused.

4. ABOUT US

The Panchayat was constituted in the year 30.01.1933 and was subsequently upgraded as Third Grade Municipality from 14.06.2004 it has a population of 41837 (2001 census) and an extent of 94.28 Sq.km.,The town is divided into 21 wards.

The Municipal Council comprising of 21 ward councilors is headed by Chairperson, who is elected by voters of the town.The councilors elect a Vice Chairperson among them.

The executive wing is headed by a Executive Officer and he is assisted by a team of Officials like Health Officer, Municipal Engineer, Town Planning Officer, Manager, Revenue Officer and other Officers.

The Municipality provides the following major services. Water Supply Sewerage Waste Management Roads Drains Street Lights Public Conveniences The Municipality also enforces and regulates the following activities, Tax administrations Planning and Building Permission Trade and other Licenses Registration of Birth and Deaths

For each of the above services and activities, this charter provides information about the details of services offered, response time for rendering the services or redressing grievances, whom to complain in case of default for providing the required services and how a citizen can help.

This charter lists the names of Chairperson, Vice-Chairperson and Councilors and their contact Telephone numbers for better interaction of the citizens.The Charter also lists out the names, designations and contact Telephone numbers of key officials dealing with major issues.

The Co-operation of the citizens is solicited broadly in the following aspects:-
* Segregate wastes at source
* Do not throw waste in Drains, streets
* Deposit wastes only at specified places and dustbins
* Do not allow children to defecate in open spaces
* Avoid connecting sewerage lines to open drains
* Avoid encroachments on public places
* Avoid occupation of roads and footpaths with unauthorized stacking of materials
* Avoid letting of waste water on to roads
* Citizen clip arts.
* Conserve rain water and provide rain water harvesting structures in every building
* Avoid leaving animals on roads and public places
Avoid misuse of public places including parks, open spaces, public toilets, markets, Bus stand.
* Plant trees within and in front of premises, water them and nature them to grow
* Report leakage of water, bursting of water/sewage pipes, burning of street lights during day time, damage of public properties posing health hazard
* Avoid damage of public properties
Ensure prompt payment of property tax, profession tax, Water charges license fees and other Municipal dues
* Adhere to Building Rules and avoid violations, unauthorized constructions
* Adopt universal immunization
* Complain to the right officer in time and liaise with the ward councilor
* Avoid engaging Child labour

5. WATER SUPPLY

The Municipal Engineer and his team of Engineers and Staff are responsible for protected drinking water supply in the town. For a population of 32512 the town requires a daily quantity of 1.80 MLD. On an average, the per capita supply is maintained at 55 lpcd.

Service / Functions

* Operation and Maintenance of Head works for water supply and distribution of drinking water to house holds and public stand posts.
* Sanctioning new House service connection
* Conveyance and distribution of water for private and public uses
* Billing and collection of water charges
* Creating awareness among people to conserve water and install Rain Water Harvesting structures.

Response Time for Complaints

Needed co operation from citizen

* Avoid wastage of water. Do not use drinking water for gardening and other similar purpose.
* Do not draw water unuthorisedly or through installation of pumps in municipal connection
* Get the repairs attended after proper intimation to corporation and under the supervision of Municipal Engineering Staff
* Pay water charges and other dues promptly and avoid disconnection
* Conserve rain water and instal rain water harvesting structures in all buildings
* Keep the tap closed both in house and in public stand post to avoid pollution
* Report water leakage, theft as a public service
* Do not tamper with water supply connection or meters

Whom to contact for Redressal of Grievance

6. HEALTH AND SANITATION

Solid Waste Management

The Waste management in the town is entrusted with the ........................................... and a team of ............................................ The aim of the Municipality is 100% collection if garbage generated in the town daily.

Functions / Services

* Daily street cleaning and transportation of waste
* Night sweeping in Bus stands and market places
* Disposal of waste collected through various methods
* Removal of debris and construction wastes
* Special conservancy arrangements during festivals and other important occasions attracting large number of people
* Bulk clearance of wastes in special premises like kalyanmantapams, Hotels etc.,
* Maintenance and cleaning of public toilets, urinals on a daily basis
* Removal of dead animals
* Fee collection

Response Time for Redressal of Grievance

Waste Management

Needed Cooperation from Citizens

* Do not through wastes into open drains or streets
* Clean your premises and deposit wastes in the designated points before street clearance by conservancy staff
* Segaregate house hole wastes as per guidelines
* Report non – clearance of garbage / debris to the designated authorities. Keep your premises clean. Remove bushes and shrubs then and there. Prune trees abutting main streets and avoid obstruction to traffic and people’s movement
* Use public toilets / urinals properly. Avoid nuisance in open spaces / road margins
* Pay administrative charges and fees promptly.

Whom to Contact for Service Deficiency

7. BIRTH AND DEATH REGISTRATION AND ISSUE OF EXTRACT

Under the registrations of Births and Deaths Ac t, the urban local bodies play a vital role in registering births and deaths within their territory and issue extracts of births / deaths to the citizens.
The following officers are entrusted with the responsibility of registration in this Municipality:-

Service / Function

Have a photo here of computerized registration counter
* Birth Registration
* Death Registration
* Issue of extract of Birth Register
* Issue of extract of Death Register
* Application via online

Needed cooperation from Citizens

* Register Birth immediately after birth
* Name the child, preferably before registration
* Informants for Registration should be responsible persons who could give correct personal information to avoid problems later Register death immediately after occurrence
* Informants should be responsible persons who could give correct personal information
*Avoid nick names or alias names in giving information both for the Birth and Death
* Insist on giving details to the Hospital where delivery occurs for registration and a copy of the Report forwarded to the Registration Authority.
* For extracts give correct details and pay the required fees for copies and search fees
Inform the mode by which you would like to receive the extract – through mail or in person of through messenger
* If it is through messengers, give a specific written authorization to collect the extract
* Do not insist on recording “ Cause of death ‘’ in the extract for death certificate, as it is not given, even through the information is entered in the main register of deaths.

Whom to contact for Deficiency of service

8. PREVENTION OF FOOD ADULTERATION

The Executive officer of the Municipality and his team of Sanitary inspector he is entrusted with the responsibility of enforcement of the “Prevention of Food Adulteration Act” within the Municipal limit. The trades / traders handling food articles are also licensed.

Functions / Services / Enforcement

Have a watch over the sale of food articles within the territory. If there are complaints or suspicion take samples of the food and send it to laboratory of analysis.If found adulterated, prosecute the offender in a court of law and pursue, so that it will act as a deterrent. Issue license for trades under the Act after verification and collection of fees. Create awareness among people and traders.

Response Time for Service / Grievance Redressal

Renewal of License

Citizens Cooperation solicited

* Traders should avoid selling adulterated food articles or articles which are not safe for consumption, as a service to the people
* Traders may inform suspected adulterated foof articles in circulation
* Traders to obtain municipal license or renew license without fail at the appropriate time paying the prescribed fee.
* Insist on license card from the Authorities, if not issued within 45 days
* Citizens may report adulterated food staff under circulation to municipal Authorities as it may save a valuable life.

Whom to Contact for Deficiency of Services

9. OTHER TRADERS LICENSING

These are normally called “Dangerous and offensive Traders’’. The Municipality regulates and issue licenses for using any premises with the town running traders and installation of machineries therefor. The responsibility for regulation and issue of license is entrusted with the following officials of the Municipality.

1. Junior Assistant
2. Executive Officer

Functions / Services

* Notify the traders, which need license together with the rate of license fees
* Field verification and issue of license / or renewed license
* Regulate the traders imposing appropriate conditions to avoid inconvenience / nuisance to general public
* Fixation of rate of license fee and collection including belated fees

Response Time for Service / Grievance Redressal

Renewal Of License

Citizens Cooperation Solicited

* Avoid unauthorized running of trades or machineries without license
* Adhere to the license conditions scrupulously
* Obtain license / renewal of license without omission and promptly
* Remit the fees due promptly
* Do not encroach foot paths, streets by show casing the materials outside the shop

Whom to Contact for Deficiency of Services

10. TOWN PLANNING

The TPI (Conoor) Officer is entrusted with the responsibility of Town Planning activities. The branch looks after regulation of building activities / lay out and other planning permissions. The planning permission is granted by Local Planning Authority headed and the Building permission is granted by the Executive officer.

Functions / Services

* Granting permission for construction or alteration of building
* Lay out / sub division plan approval
* Action against unauthorized constructions, violation and encroachments
* Preparation of master plan and other development plans and their enforcement

Response Time for service / Grievance Redressal
Approval of Building plan and issue of Building License

How Citizens can help

* Cooperation with enforcement staff
* No unauthorized construction or addition / alteration in the premises
* Start construction only after getting an approval plan
* Do not buy plots for construction in unapproved layouts
* Layout developers to hand over road, drains and other infrastructure to the Municipality after completion and before selling plots.
* Follow the building rules, Development control rules and other regulations
* Report illegal constructions, dangerous constructions
* Avoid encroachments on public property and ensure foot paths are clear

Whom to Contact for Deficiency of Services

11. OTHER BASIC AMENITIES ROADS, STREET LIGHTS

The Municipal Engineer and his team of officers are entrusted with the responsibility of maintaining roads belonging to Municipality within the Municipal limit.

Functions / Services

* Construction and maintenance of roads, culverts, bridges, storm water drains.
* Repairs to potholes and bad patches.
* Resurfacing the roads
* Widening and improvement of existing roads
* Repairs and maintenance of foot paths
* Maintenance of street furniture including street lights
* Provision of parking facilities
* Permitting display of advertisements
* Maintenance of traffic islands
* Maintenance of side drains, avenue trees
* Flood control measures to reduce damage

Response time for service / Grievance redressal

Street Lights

Citizens cooperation solicited

* Do not damage the roads for public functions.
* Adhere to guidelines prescribed therefore
* Do not dump debris and garbage in street margins
* Avoid encroaching roads / streets
* Avoid cutting roads without permission
* Do not allow house hold waste water to flow into the streets
* Do not throw garbage into drains
* Do not connect sewer lines to public drains
* Report water stagnations, missing manholes, damaged lights, light poles
* Maintain avenue trees in front of premises

Whom to Contact for Deficiency of Services  

12. REVENUE RESOURCES

Property Tax

Property Tax is a major revenue source for the Municipality. There are 9371 (No.) Property tax assessments and the annual demand is Rs. 17.36 Lakhs.

Functions / Services

* Determining rate of Tax dividing Zones for the purpose
* Assessment of Tax on all nes constructions and additional tax for additional Constructions ensuring filling up of self assessment returns by owners
* Collection of Tax
* Transfer of Title properties

Response time for service / Grievance redressal

Citizens Cooperation Solicited

Whom to Contact for Service / Complaint

For profession tax and other revenue sources also, any information required may be obtained from the same officers. Similarly, any delay or services deficiency can also be complained to the same officers.

SWARNA JAYANTHI SAHARI ROXGAR YOJANA

The objectives of the scheme, implemented by the Municipality are:

Whom to Contact for Service Deficiency

14. RAIN WATER HARVESTING

Rain water Harvesting

Rain water Harvesting is collection of rain water for drinking and other purpose.

Why should Rain water be saved

* To meet water demand of domestic use
* To raise the ground water level
* To improve the quality of ground water
* To prevent infiltration of sea water in nearby areas of sea shore

Method of harvesting Rain water

* Rain water can be harvested by two methods.
* Rooftop harvesting
* Surface run off harvesting
* Rain water from root top can be straight away let into wells / Bore wells
* Rain water in the open spaces can be collected adopting various rain water harvesting methods.

Collecting of Rain water from the terrace of the Buildings

a) Collecting through well
b) Collecting through borewell

To harvest Rain water in open space

a) Percolation / Recharge pit
b) Percolation / Recharge pit with bore
c) Recharge trench
d) Recharge well

Harvesting of Rain water from thatched and tiled house

* Rain water from the thatched and tiled houses are collected through gutters in a small pit used as filter.
* Rain water can be collected on the thatched roof by using polyphone sheets
* Rain water collected through filter can be stored in a tank or existing sump
* Appromiately it costs Rs. 800 to Rs. 1000 (Excluding storage tank)
* Rain water from the roof top collected through gutter can be stored directly in tanks for domestic use. However, bleaching powder is to be added now and then for ensuring the quality of water.

Whom to Contact for Service Deficiency

15. OTHER INSTITUTIONS AND SERVICE
Name and telephone Nos., of Chairperson, Vice-Chairperson and Councillors